Global Response

MARCH 26, 2024

Are there gaps in your service? Do your agents need a bit more training? It could be as simple as improving your self-service options. Consider adding more detailed FAQs to your website, integrating chatbots, and implementing interactive voice response (IVR) systems. Ready to perfect your CX?

First call resolution 62

First call resolution Interactive Voice Response CRM Chatbots 62

teleopti

JUNE 5, 2019

As self-service and chatbots start to take on simpler CX tasks, ‘human’ agents are handling customer interactions that come with rising complexity and sensitivity, but such continuous intensity also introduces the potential for higher employee stress and burn out.

Contact Center 90

Contact Center Chatbots Self service Customer Experience 90

JustCall

APRIL 9, 2024

When call volumes surge in one area, you can move cross-trained staff from other queues for uninterrupted service delivery. Self-service enablement For self-service, you can deploy conversational IVRs , chatbots, FAQ sections, and help centers. Self-service also enhances customer convenience.

Agent Empowerment 40

Agent Empowerment Self service Interactive Voice Response Call Center 40

JustCall

MARCH 9, 2023

Some of its key features are: AI-based self-service Omnichannel and workforce engagement Collaboration tools Customer experience analytics Pros: The power of AI can be utilized to enhance service levels of various aspects of call centers, including training, analytics, fraud detection, agent assistance, etc.

Contact center software 52

Contact center software Contact Center call center software contact center solutions 52

teleopti

JULY 15, 2019

Power to the employee – give agents a greater sense of independence, involvement, and satisfaction by way of self-service options for preferred shifts, holiday requests and time off for medical appointments. An extra 5 minutes is often all that’s needed to turn employees from frazzled to fabulous!

Gamification 57

Gamification Contact Center Self service Chatbots 57

Balto

JANUARY 2, 2025

A call center’s productivity becomes a transformative force when it aligns with customer expectations, agent empowerment, and operational excellence. AI addresses this issue head-on by optimizing call routing, providing self-service options, and proactively managing peak periods.

Call Center 52

Call Center Abandon rate Interactive Voice Response First call resolution 52

Balto

AUGUST 23, 2024

Key Highlights: Real-Time QA: create scorecards and set up weighted criteria to monitor and improve agent performance instantly. BaltoGPT Generative AI Assistance: Get data-driven, real-time insights about your contact center performance with simple prompts using a clean chatbot interface.

Call Center 52

Call Center Coaching Surveys Contact Center 52

Comm100

DECEMBER 1, 2017

This contact center priority goes hand in hand with the previous goal of reducing customer friction: by creating (or optimizing) an automated self-service experience, customers will be able to solve transactional self-service issues quickly and efficiently. ” Empowering Agents as a Top Investment Priority.

Contact Center 57

Contact Center Customer centricity Journey mapping Benchmark 57

Calabrio

MARCH 10, 2025

This category encompasses the tools that enable agents to connect with customers across an ever-expanding array of channels. From voice calls to modern digital channels, these tools ensure that agents have the resources they need to engage with customers effectively. Top Providers: Salesforce, Microsoft Dynamics 365, Zendesk 3.

Call Center 52

Call Center Agent Empowerment Interactive Voice Response Self service 52