The Northridge Group

SEPTEMBER 27, 2017

If that interaction does require routing to a live agent for further processing, the system should transfer all of that relevant information and guide the agent to create a seamless, personalized, and genuine interaction that enables a more efficient, and higher-valued experience. Where can AI help?

Contact Center 136

Contact Center Calibration Analytics Chatbots 136

CSR Inc.

JULY 3, 2016

Perhaps surprisingly, managing remote agents can be very similar to managing brick-and-mortar call center agents – with the caution that successfully managing remote front line agents does demand some additional diligence. Here’s some advice for call centers working with virtual agents: Manage Diligently.

Call Center 48

Call Center Management Calibration Virtual Agent 48

Balto

MARCH 17, 2025

Call center managers should implement regular calibration sessions where teams review sample interactions to ensure consistent evaluation standards. Chatbots have matured from clunky decision trees to sophisticated virtual agents capable of handling complex customer inquiries.

Call Center 52

Call Center Customer Experience Average Handle Time Analytics 52

JustCall

APRIL 5, 2023

Powerful Virtual Agent When we talk about Talkdesk’s virtual agent, we are not referencing the multi-level attendant or the IVR. The Virtual Agent leverages cutting-edge technology like Natural Language Processing (NLP) and Machine Learning to follow customizable algorithms based on business rules.

Interactive Voice Response 52

Interactive Voice Response Virtual Agent Multichannel voip 52