Calabrio

MARCH 5, 2025

Empower customers with self-service to reduce contact volume. Implement chatbots and virtual assistants for instant supportand simplify chatbot management and optimization with a robust chatbot analytics platform. Create a comprehensive knowledge base and utilize IVR systems.

First call resolution 40

First call resolution Contact Center Analytics Morale 40

Calabrio

MARCH 25, 2025

Implement intuitive IVR systems, comprehensive FAQs, and AI-powered chatbots to handle routine inquiries, freeing up agents to focus on complex issues. Want to learn more about how Calabrios contact center workforce optimization solutions can help you measure, evaluate, and improve agent performance?

Call Center 52

Call Center Metrics Abandon rate Coaching 52

Fonolo

OCTOBER 3, 2018

Contact centers are expensive, it’s true. When you add into the mix contact center wish-list items (more agents, more social media customer support, more analysts, omnichannel capabilities, chatbots and other smart technology capabilities) the bill becomes exorbitant and the hand-wringing ensues.

Contact Center 170

Contact Center contact center workforce Gamification Call Center 170

Talkdesk

SEPTEMBER 8, 2020

During last year’s open enrollment period, the Center for Medicare and Medicaid Services (CMS) reported more than 5.78 million calls related to healthcare coverage to its contact center. In addition, a number of Talkdesk’s healthcare customers typically double their contact center workforce to meet the surge in calls.

Abandon rate 67

Abandon rate Customer Experience Healthcare contact center workforce 67

Calabrio

FEBRUARY 25, 2025

Calabrio ONE: The Best CX Management Platform for Contact Centers Calabrio ONE is a contact center workforce optimization software that unites workforce management, conversation intelligence, and AI-driven business intelligence solutions within one comprehensive suite.

Customer Experience 52

Customer Experience CRM Contact Center APIs 52

CSM Magazine

DECEMBER 6, 2019

Reliable contact center devices continue to be driven by evolving voice and video needs – in fact, according to a study by Nemertes Research, 55% of self-service instances eventually escalate to voice interactions with contact center agents, proving the need for reliable headsets and cloud communication tools over chatbots.

contact center solutions 10

contact center solutions Contact Center contact center workforce Chatbots 10

VocalCom

JUNE 22, 2020

To operate the switch, offering intuitive and efficient digital tools for the contact centers workforce is crucial. Finding new ways to engage, train and manage agents is key: a staggering 74% of call center agents are at risk of burnout ( Toister Solutions ). The new paradigm of Work.

Brand ambassadors 62

Brand ambassadors Contact Center contact center workforce contact center solutions 62

Eckoh

MARCH 18, 2020

Having a remote contact center workforce comes with some risks. With Secure Payment tools you can hide sensitive data from all your agents whether they're based within your contact center or work from home. Put simply, remote agents can: Take secure payments remotely in just the same way as in your contact center.

contact center workforce 40

contact center workforce Chatbots Interactive Voice Response Contact Center 40

BlueOcean

SEPTEMBER 30, 2019

While your input is critical when hiring and training the initial team before launch, the long-term effort of managing your contact center workforce including attracting, recruiting, and onboarding new agents can officially be out of your hands. Flexibility. Scaling up doesn’t necessarily mean the same thing to all businesses.

Contact Center 59

Contact Center outsourcing Real estate contact center workforce 59

NobelBiz

MARCH 26, 2024

Customer Experience Automation can encompass a range of technologies such as AI and Machine Learning, Chatbots and IVR Systems, Data Analytics and Insights. It’s the art of utilizing technology to deliver personalized and efficient customer service without losing the human touch that customers value.

Best practices 52

Best practices Interactive Voice Response Customer Experience Contact Center 52

Hodusoft

NOVEMBER 29, 2022

To summarize If you’re looking for a robust solution for your contact center, you can consider any of these 10 best contact center workforce software. It can also integrate with several third-party applications including SugarCRM and Salesforce. Cons : Its customer support service can be better.

Contact center software 40

Contact center software Contact Center Interactive Voice Response contact center solutions 40

Aspect

MAY 15, 2018

Looking specifically at the contact center industry, we have seen a recent flurry of activity around chatbots, intelligent IVRs and virtual agents. At Aspect, we call this new application of Artificial Intelligence “Workforce AI”, and it portends radical change in the way contact centers will operate.

Contact Center 68

Contact Center contact center workforce Airlines Virtual Agent 68

Balto

APRIL 20, 2023

Many, in fact, see call centers as the new sandbox for AI-powered customer experience — with an array of new and emerging tools that can boost retention, loyalty, and, ultimately, revenue and profit. How AI Is Revamping the Contact Center. The Contact Center Workforce of the Future. 2020, June 25).

Contact Center 52

Contact Center Real estate Transportation Average Handle Time 52