SmartAction

JANUARY 25, 2019

This newly acquired accuracy means that call center virtual assistant solutions are now demonstrating their true power in a variety of interesting and beneficial ways. Here’s how two innovative companies are using AI-powered virtual agents to automate more in their contact centers. 5% fewer calls to live agents.

Virtual Agent 45

Virtual Agent Self service Healthcare Contact Center 45

Calabrio

MARCH 11, 2025

Whatever aspect of QA your contact center is struggling with, this blog is for you. Put these expert-assembled call center quality assurance best practices at the heart of your approach to empower your agents, enrich interactions, and drive better service in the year ahead. Struggling to understand your customers most common concerns?

Best practices 52

Best practices Contact Center Chatbots Call Center 52

NICE inContact

SEPTEMBER 17, 2019

By combining NICE inContact with SmartAction’s AI-powered virtual agent, DSW ultimately found the right human-machine balance without compromising an ounce of CX. Today, live agents are optimized to help customers more quickly on complex needs. Average handle time (AHT) , a key CX metric, has fallen by two minutes!

Customer Experience 55

Customer Experience Virtual Agent Average Handle Time Self service 55

BlueOcean

OCTOBER 4, 2023

The same is true for first call resolution and average handle times. Other Approaches to Bilingual Customer Care Support But, as the title of this blog implies, a live agent model might not be the best option for all of your language requirements.

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Customer Support Bilingual agents outsourcing Contact Center 124

Talkdesk

MARCH 24, 2020

In my previous blog , I took you through the key characteristics of a true AI-powered knowledge base. As mentioned in my previous blog, the way customers prefer to interact with the companies they do business with has drastically changed. A true AI-powered knowledge base benefits: Customers. Knowledge Base Administrators.

Average Handle Time 57

Average Handle Time Self service First call resolution Virtual Agent 57

NICE inContact

SEPTEMBER 11, 2018

Some have turned to AI to power virtual agents, chatbots and other self-service channels. Decreased average handle time by 10 percent. Decreased average handle time by 10 percent. Improved average speed of answer by over 50 percent at peak times. Saving over $300,00 per year.

contact center solutions 48

contact center solutions Cloud contact Contact Center Virtual Agent 48

OctopusTech

JUNE 18, 2024

Reduce Average Handle Time It is a good thing to provide your agents with knowledge management tools. Along with that, you may also consider offering real-time coaching. This is why you should pay agents fairly based on skill level and experience to avoid excessive churn.

Call Center 62

Call Center Interactive Voice Response Real estate First call resolution 62

SmartAction

SEPTEMBER 4, 2018

TechStyle’s top call drivers are conversations like returns, order status, and billing–repetitive conversations that used to be handled by live agents but now handled by AI agents. Since TechStyle is no longer under the same pressure to replace live agent churn, they are able to hire for the culture they want.

Call Center 40

Call Center Virtual Agent Average Handle Time Upselling 40

NICE inContact

MARCH 28, 2018

In part one of the blog series, we looked at a framework for building a strong business case to invest in customer experience technologies. In this blog, we will take a deeper look at some of the Key Performance Indicators (KPIs) that drive enhanced customer experience and true financial benefits.

Metrics 48

Metrics Customer Experience Average Handle Time Self service 48

SmartAction

MAY 23, 2019

This is the fifth of a five-part blog series that outlines the Five Best Practices for AI Self-Service Without Compromise. This blog will serve as a guide to all those disciplines and why they are required to deliver CX without compromise. Step 4>> . . Best Practice #5: Human-Centric Design from a team of CX Experts.

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Self service Virtual Agent Contact Center Engineering 40

Global Response

AUGUST 7, 2023

If you measure your agents’ success solely based on, for example, average handle time or completed calls, agents might be motivated to simply complete calls as quickly as possible to meet those metrics. On the other hand, the right kinds of software can empower agents to do their jobs well and effectively.

Call Center 62

Call Center Agent Empowerment Average Handle Time Feedback 62

Hodusoft

OCTOBER 19, 2023

In this blog, we will discuss various practical strategies for reducing operational expenses associated with BPOs. A constant monitoring of call queues, agent availability, and quality of service, helps in efficient allocation and utilization of resources based on current conditions.

Contact Center 52

Contact Center Interactive Voice Response Contact center software Self service 52

OctopusTech

JUNE 8, 2022

AI-powered virtual agents use natural language processing (NLP) and backend data and then handle requests of customers within a few seconds. This process saves a lot of time and improves customer satisfaction. Eliminate mistakes and effectively route calls.

Call Center 62

Call Center Interactive Voice Response First call resolution Chatbots 62

JustCall

JANUARY 18, 2023

In this blog, we will talk about everything related to inbound calling for businesses. In general, inbound agents need to handle a high volume of calls promptly and efficiently while also providing high-quality customer service. Virtual Agents. Pros of Inbound Calling Outsourcing. Interactive Voice Response (IVR).

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outsourcing Scripts Call Center Interactive Voice Response 52

Pointillist

SEPTEMBER 28, 2021

Your customers expect agents to understand their unique context, including: Why they contacted your organization The goal they are trying to achieve The steps they have already taken prior to contacting an agent. Without it, you risk frustrating them with interactions that require lots of effort, long hold times and costly escalations.

Contact Center 40

Contact Center Self service Metrics Analytics 40

SmartAction

APRIL 24, 2019

This is the second of a five-part blog series that outlines the Five Best Practices for AI Self-Service Without Compromise. This combination has led to the growing adoption of AI-powered virtual agents to automate conversations traditionally handed by live agents. Best Practice #2: Virtual agents need “guardrails”.

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Virtual Agent Self service Best practices Chatbots 47