CX Global Media

JANUARY 18, 2018

Are you ready for chatbot success? This year has been coined as the year of the chatbot. Just a few short weeks ago at the Gartner Applications (App) & UX Conference in Las Vegas, attendees heard that this is the year you need to do as many POCs (Proof of Concept) as you can with AI chatbots. Learn more.

Chatbots 120

Chatbots Enterprise Contact Center Coaching 120

CX Global Media

SEPTEMBER 11, 2017

When you’re thinking about making the decision to implement chatbots in your contact center, how should you start? Are contact centers making the right chatbot decisions? Avoid Temporary Chatbot Decisions. Information about chatbots and artificial intelligence is noisy and messy. Decide Your Need for Chatbots.

Chatbots 240

Chatbots Contact Center Call Center contact center solutions 240

Aspect

AUGUST 28, 2017

Famed football coach Vince Lombardi once said, “Perfection is not attainable, but if we chase perfection we can catch excellence.” Nonetheless, you should never stop striving to provide your agents with all the coaching they need to stay engaged, productive and provide a superior customer experience. As such, coaching is m.

Coaching 191

Coaching Chatbots Contact Center Self service 191

CX Global Media

AUGUST 8, 2019

Here is an edited transcript of my interview with Anthony: Jim Rembach : Hey, this is Jim with Call Center Coach and the Fast Leader Show. And there’s a lot of companies that are here talking about call guidance, AI, chatbots, when you start talking about what you’re doing, how does all of that fit? Anthony Scodary : Sure.

Contact Center 246

Contact Center Coaching Call Center Analytics 246

CX Global Media

JULY 2, 2018

Here is an edited transcript of our interview: Jim Rembach: Hey, this is Jim with the Fast Leader Show and Call Center Coach and I’m here with Cameron Weeks from Sharpen. The idea here is that we can leverage machine learning to automatically identify interactions that have coaching and training opportunities inside of them.

Contact Center 188

Contact Center Coaching voip contact center solutions 188

CX Accelerator

JUNE 8, 2020

Interact with the chatbot on your website. He goes on to highlight two key benefits of this practice: Identify current customer trends as they are happening. Walk in the customer’s shoes. ,, Nicholas Zeisler , Principal at Zeisler Consulting, challenges us to experience our product or service in the exact same way as customers do.

Surveys 345

Surveys Contact Center Consulting Consulting 345

Balto

OCTOBER 22, 2024

As call center software evolves, leading companies are adopting solutions that offer real-time guidance, AI-driven coaching , and even GPT-powered agents that can handle complex, dynamic conversations at scale. This allows for immediate feedback and coaching , turning every conversation into an opportunity for improvement.

Scripts 52

Scripts Call Center Customer Service call center software 52

ROI CX Solutions

JANUARY 8, 2025

AI tools can strengthen CX and boost productivity: More sophisticated chatbots, live coaching for agents, and automated summaries, when used responsibly, can elevate both customer experience and agent productivity. One major benefit of this tech is that, through generative AI, agents can receive live coaching during conversations.

Call Center 52

Call Center Contact center software Chatbots Interactive Voice Response 52

CX Global Media

SEPTEMBER 26, 2017

Many organizations are asking a lot of questions about what they can expect, where to begin, and what the different generations of chatbot technologies are. The post Top 3 Trends in Contact Centers Today appeared first on Call Center Coach. AI and bot interest is growing rapidly as we are moving out of the early adopter stage.

Contact Center 189

Contact Center Employee engagement Chatbots contact center solutions 189

Calabrio

MARCH 11, 2025

Automate performance evaluation: AI-driven QA scorecards and analytics streamline the evaluation process, freeing up managers to focus on coaching and development. Agent Performance and Development: QA provides valuable insights for targeted coaching, empowering agents to enhance their skills and performance.

Best practices 52

Best practices Contact Center Chatbots Call Center 52

Comm100

DECEMBER 16, 2024

A sector that once relied on phone calls and long email threads has shifted to a world of instant messaging, AI chatbots, and automated systems designed to meet customer needs faster than ever before. For example, chatbots are a common tool in customer service automation. or How do I reset my password?

Customer Service 52

Customer Service Chatbots Omni-channel support Self service 52

TechSee

FEBRUARY 19, 2025

Jen uses FiberCo’s chatbot to schedule a technician visit. Jeff, a contract technician, uses Sophie AI’s Agent Assist as an expert coach and advisor. An automated Sophpie AI Agent collects images of Jen’s issue and maps her connectivity status. This validates the dispatch and determines the requirements.

Consulting 109

Consulting Consulting CRM Upselling 109

TeleDirect

FEBRUARY 3, 2025

Utilize AI chatbots to handle routine inquiries and free up agents for complex issues. Provide regular feedback and coaching to improve skills. A: Through continuous training, real-time coaching, and feedback mechanisms to keep agents motivated and skilled. Maintain a consistent tone and brand messaging across all platforms.

Call Center 62

Call Center Customer Service First call resolution outsourcing 62

Global Response

JANUARY 8, 2025

AI providing potential boosts in CX and productivity: AI-powered tools like chatbots, agent assist, and post-call documentation can provide major improvements to the customer experience and agent productivity when used responsibly. Self-service tools Modern customers have a strong preference for self-service when it comes to simpler issues.

Call Center 62

Call Center Interactive Voice Response Contact Center Self service 62

Calabrio

FEBRUARY 14, 2025

Invest in AI and automation When done right, AI-powered chatbots, intelligent virtual assistants, and robotic process automation (RPA) can handle routine enquiries, freeing agents to focus on complex customer interactions. Automation reduces the number of enquiries that have to be handled by live agents, reducing overall cost.

Contact Center 52

Contact Center Average Handle Time Upselling Coaching 52

NobelBiz

FEBRUARY 25, 2025

Flag policy violations Identify coaching opportunities based on AI-driven insights. Delivering personalized coaching recommendations based on performance trends. This shift eliminates subjectivity, allowing managers to focus on meaningful coaching and operational improvements. Reducing human bias in performance evaluations.

Quality management 52

Quality management Call Center Management Coaching 52

Beyond Philosophy

AUGUST 24, 2023

For example, I waited from 5:15 am until noon in a crowd of 100 people deep for the King’s coach to go by during King Charles III’s coronation. He told them to save money and hire supermodels to walk up and down the coach pouring champagne for all the passengers. In other words, it could be worth the wait. Not really.

Banking 195

Banking Coaching Wait times Chatbots 195

CSM Magazine

FEBRUARY 6, 2025

Features : Real-time transcription and sentiment analysis Automated coaching during calls Call summaries and analytics for contact centers Perfect For : Call centers prioritizing phone-based interactions. LivePerson Why It Stands Out : Places a heavy emphasis on conversational AI and chat-based interactions.

Customer Support 52

Customer Support Chatbots Call Center Coaching 52

CCNG

SEPTEMBER 27, 2023

But after exhausting the FAQ on the website and the chatbot that only answers the easiest questions, the customer will try other channels, like email and chat. It can also provide answers to a customer portal, customer app, chatbot, and FAQs on a website.

Management 195

Management Average Handle Time Self service CCNG 195

Calabrio

MARCH 25, 2025

This is where modern contact centers are turning to cutting-edge solutions, including AI, to deliver real-time performance tracking and more actionable coaching. Why it matters: CSAT directly reflects customer perception of service quality, providing valuable insights for agent coaching and process improvements.

Call Center 52

Call Center Metrics Abandon rate Coaching 52

NobelBiz

MARCH 11, 2025

AIs Evolution in Customer Support Not long ago, AI-driven customer service meant robotic phone menus and frustrating chatbot loops that left customers shouting Speak to a representative! Chatbots These AI-powered virtual agents handle simple interactions, answering FAQs or performing tasks like scheduling appointments.

Call Center 52

Call Center Chatbots Complaint resolution Consulting 52

CSM Magazine

MARCH 27, 2025

Improve Self-Service Options Empower customers to resolve issues independently with robust self-service solutions, such as knowledge bases, AI-powered chatbots, and interactive voice response (IVR) systems. Use call recordings and performance reviews to identify areas where team members need additional coaching.

Contact Center 52

Contact Center Interactive Voice Response Average Handle Time Wait times 52

Fonolo

FEBRUARY 11, 2021

Complement your call center technology with self-serve databases, AI chatbots, and blogs. Establish a comprehensive training & coaching program. To help them do their roles with confidence, train and coach agents regularly. That can be in the form of assigning coaches, a mentorship program, and even regular refreshers.

Call Center 141

Call Center Abandon rate Coaching First call resolution 141

SharpenCX

SEPTEMBER 30, 2020

Coach your agents regularly, so they know how to listen to your customers and respond kindly. Use Chatbots to Increase Customer Touchpoints. As digital demand keeps skyrocketing, companies depend more on digital assistants and chatbots. You may be asking, “Doesn’t a chatbot sound like the opposite of personalized?

Chatbots 128

Chatbots Call flow Morale Contact Center 128

Peter Lavers

FEBRUARY 27, 2018

Amongst all the hype of customer experience, AI, chatbots and real-time personalisation, don’t forget that staff still need excellent customer service training – no matter how successful your company is right now! Provide continuous coaching. That’s where coaching comes in. That’s where coaching comes in.

Customer Service 249

Customer Service Coaching Chatbots Best practices 249

Balto

JANUARY 6, 2025

BaltoGPT Generative AI Assistance: Get data-driven, real-time insights about your contact center performance with simple prompts using a clean chatbot interface. Insightful Data-Driven Reports: Track long-term quality trends and assess coaching effectiveness through comprehensive reports. Key Highlights: AI-driven Insights: Convin.ai

Call Center 52

Call Center Coaching Surveys Contact Center 52

CSM Magazine

DECEMBER 8, 2021

Headquartered in Silicon Valley, Zenarate’s AI Coach is supporting the world’s largest brands to deliver 30-60% KPI lift. Zenarate’s AI Coach simulates any customer engagement scenario immersing customer-facing team members in real-life conversations while providing real-time coaching. About Zenarate.

Coaching 52

Coaching Contact Center Healthcare Scripts 52

CSM Magazine

JANUARY 31, 2025

However, just as with the chatbot gold rush, organisations are discovering that success isn’t as simple as flipping a switch. Modern Workforce Engagement Management solutions, powered by AI and analytics, enable organisations to move beyond basic scheduling to deliver personalised coaching experiences.

Customer Experience 52

Customer Experience Coaching Analytics Technology 52

Fonolo

AUGUST 17, 2021

From seminars and videos to group training and one-on-one coaching sessions, there is no excuse to slack on agent training. Smart technology like Artificial Intelligence (AI) and real-time customer service chatbots are great for both agents and customers. Training your agents is essential when optimizing call center performance.

Call Center 156

Call Center Abandon rate Average Handle Time First call resolution 156

Upstream Works

SEPTEMBER 1, 2020

Invest in More Training and Coaching Opportunities. This is where coaching and training opportunities become important. To reduce agent attrition, increase customer loyalty and improve the bottom line, contact centers should focus their attention on retaining their agents and keeping them engaged. Utilize Self-Service Options.

Contact Center 148

Contact Center Benchmark contact center solutions Coaching 148

TechSee

APRIL 16, 2019

Recognizing that agents are the most important resources in any contact center means creating robust training and coaching programs that enhance agent performance. This is especially relevant with chatbots taking over many simple and repetitive tasks, freeing up agents to deal with more complex customer issues.

Call Center 126

Call Center Contact Center Agent Empowerment Coaching 126

Calabrio

MARCH 25, 2025

Meanwhile, 59% fail to provide ongoing coaching and support to help agents navigate AI-driven workflows. 59% of contact centers using chatbots, and 30% plan to in the future. Despite empathy being the weakest agent skill, 64% of organizations arent prioritizing emotional intelligence or social interaction training.

Contact Center 52

Contact Center Self service Strategic Value Metrics 52

Myra Golden Media

APRIL 11, 2023

Additionally, ongoing coaching and feedback can help agents improve their performance and stay motivated. This can involve integrating your CRM system with your chatbot or virtual assistant or integrating your speech analytics tool with your quality assurance program.

Average Handle Time 156

Average Handle Time Contact Center First call resolution Analytics 156

Callminer

FEBRUARY 4, 2021

Coaching needs to happen in real time from management. You may have a well-built contact center that focuses on email queries and chatbots at the detriment of live answering services. You can use AI to comb through and find the common themes and analyze which trends you need to prepare your reps to handle.

Call Center 345

Call Center Contact Center Finance Consulting 345

Global Response

MARCH 12, 2025

Self-service analytics Self-service analytics measure how customers use automated tools like chatbots, interactive voice response (IVR), or frequently asked questions (FAQs) to help improve these self-serve options when agents are unavailable. Accessing this feedback allows opportunities for coaching and retraining.

Contact Center 62

Contact Center Analytics First call resolution Abandon rate 62

Balto

MARCH 3, 2025

The most effective automation tools include: Interactive Voice Response (IVR) systems AI-powered chatbots Automated email responses Virtual agents for basic troubleshooting Call center automation refers to the strategic use of technology to handle repetitive and time-consuming tasks within a call center.

Call Center 52

Call Center Interactive Voice Response Average Handle Time First call resolution 52

CX Global Media

JULY 1, 2017

Is your chatbot contact center smart? If a customer service manager can easily use a drop-down toolkit to write scripts and create chatbots there is a greater chance for it to perform better. The post 2017 Conference Recap: ICMI Contact Center Expo appeared first on Call Center Coach. Get the full article.

Contact Center 13

Contact Center Agent burnout Interactive Voice Response Chatbots 13