Balto

FEBRUARY 6, 2023

Subscribe for weekly insights from the Conversation Excellence Lab A People Person’s Dream Job By 2026, Gartner predicts that 75% of customers will call service lines due to loneliness, not because they have a customer service issue. Those who received zero forms of coaching had the worst satisfaction metrics across the board.

Contact Center 52

Contact Center Coaching Surveys Scripts 52

Noble Systems

MAY 11, 2021

The Global speech recognition market is expected to see a CAGR of more than 20% through 2026. ASR and custom rules that monitor legal compliance and script adherence enable companies to identify non-compliant language and interactions missing the necessary disclosures. Mitigate compliance issues and legal risk.

Analytics 52

Analytics Interactive Voice Response Coaching Self service 52

Balto

JANUARY 22, 2024

We’ll help you understand how generative AI can skyrocket your contact center’s efficiency, improve data analysis capabilities, streamline QA and coaching processes, and make customers happier. According to Gartner, we can expect a five-fold increase in agent interaction automation by 2026. What Is Generative AI?

Contact Center 52

Contact Center Coaching Average Handle Time Scripts 52

3CLogic

JUNE 23, 2023

But Gartner projects that that number is rapidly rising: by 2026, one in 10 agent interactions will be automated. Script Adherence With voice AI tracking, managers can ensure agents are sticking to their predetermined scripts, or referring back to them if calls aren’t going as planned.

Customer Experience 52

Customer Experience Self service Scripts Abandon rate 52

Balto

NOVEMBER 2, 2023

According to Gartner, utilizing AI chatbots could save contact centers up to a total of $80 billion in labor costs by 2026. Technology can also help contact centers guide and coach agents by easily identifying their strengths and weaknesses. This results in happier, more loyal customers.

contact center solutions 52

contact center solutions Enterprise Contact Center Agent burnout 52

Tenfold - Contact Center Blog

NOVEMBER 30, 2017

Improved agent productivity – With more time available to front-line management, productivity improvements from focused coaching are realized. Wikibon predicted that enterprise cloud spending is growing at a 16% compound annual growth (CAGR) run rate between 2016 and 2026.

Call Center 56

Call Center Customer Support Customer centricity Contact Center 56