Tethr

NOVEMBER 15, 2021

Their tools are applicable to teams at any scale and include offerings like supervisor desktop , specialized performance and quality management , and more. Get AI, automation, and omnichannel tools all at your fingertips on one desktop with Five9’s integrated contact center solution.

Contact Center 93

Contact Center Analytics Marketing First call resolution 93

Enghouse Interactive

JULY 7, 2020

Agents are Experts… A Knowledge Base Ensures They Are. As previously noted, people have become very adept at dealing with online support as their first point of contact…and most prefer it. Properly configured, a Knowledge Base helps keep agent routed calls to around 40% of all inbound inquiries.

Self service 52

Self service Contact Center CRM Quality management 52

Enghouse Interactive

OCTOBER 12, 2021

Integrate a Knowledge Base into your self-service process to ensure specific help can be provided quickly via text, documents, or text-to-speech. Use Artificial Intelligence to listen to what is being said, “why”, and the “what” behind it. Implement AI to capture data across the Customer Journey.

Customer Experience 89

Customer Experience Self service Banking Employee engagement 89

Enghouse Interactive

JUNE 17, 2020

Yet, even after having fully integrated Teams with an advanced omni-channel Contact Center solution, there are significant opportunities to further enhance a contact center’s ability to engage with customers. Knowledge Bases. Microsoft Teams Collaboration Still Needs More Tools…Close those Gaps.

Interactive Voice Response 52

Interactive Voice Response Self service Abandon rate Contact Center 52

Enghouse Interactive

OCTOBER 21, 2020

That self-service will be their first point of contact and they are willing to deal with digital assistants (chatbots, knowledge bases, voice authentication, etc.) Optimize your Knowledge Base to ensure it supports a wide range of types of “Augmented Conversations” across all possible issues.

Self service 79

Self service Contact Center Benchmark Chatbots 79

DMG Consulting

AUGUST 26, 2024

But when today’s conversation analytics solutions are enhanced with genAI, they uncover deeper insights, operationalize findings, and generate improvements to the customer and employee experience (CX/EX). GenAI also reduces the development time for these solutions, as well as the effort required to test them.

Analytics 48

Analytics Contact Center Quality management Calibration 48

NobelBiz

FEBRUARY 22, 2023

However, mutual assistance amongst colleagues becomes more difficult when they are separated… which can result in a lengthier processing time for client requests or possibly a deterioration in the quality of the responses supplied. Select a solution that can communicate and be integrated with your call management software and CRM.

Gamification 52

Gamification Contact Center contact center solutions Coaching 52

NobelBiz

FEBRUARY 22, 2023

However, mutual assistance amongst colleagues becomes more difficult when they are separated… which can result in a lengthier processing time for client requests or possibly a deterioration in the quality of the responses supplied. Select a solution that can communicate and be integrated with your call management software and CRM.

Gamification 52

Gamification Contact Center contact center solutions Coaching 52

Enghouse Interactive

SEPTEMBER 29, 2020

A properly configured and implemented conversational AI solution will intuitively (LoL!) But, there are limitations to consider – most AI-enabled chatbots or Robotic Process Automation (RPA) enabled platforms will try to mimic human interactions, frustrating customers when a misunderstanding arises.

Interactive Voice Response 83

Interactive Voice Response Self service Chatbots Enterprise 83

Enghouse Interactive

FEBRUARY 9, 2021

This works even better when also integrated with a knowledge base, providing customers with quick reference guides or solution templates. now) with dispersed contact centers and remote agents becoming the norm, providing timely agent support is one of the most significant hurdles for supervisors. planned, 48.4%

Contact Center 68

Contact Center Self service Chatbots Gamification 68

Enghouse Interactive

JANUARY 13, 2021

Using cloud contact center platforms drives more revenue (54.1% With improved access to Knowledge Bases, AI developed proactive solution proposals and better repetitive issue deflection, speeds up responsiveness and treats exceptional cases with the priority care they require. vs. 32.3%).

Contact Center 61

Contact Center Scripts Cloud contact Technology 61

NobelBiz

AUGUST 3, 2021

Is there a knowledge base where they may go for answers? If your answer is “No” to any of these questions then you have a plethora of productivity tools at your hands, and the most important ones are: IVR: (Interactive Voice Response): A solution aimed at increasing the quality and efficiency of your phone reception.

Contact Center 52

Contact Center Interactive Voice Response Coaching Construction 52

ROI CX Solutions

DECEMBER 6, 2024

Automating compliance and quality management (QM) processes Instead of taking a retroactive and randomized approach to quality assurance, call center supervisors can allow AI tools to monitor all calls at once, providing real-time alerts for potential compliance risks.

Contact Center 52

Contact Center call center solutions Call Center Chatbots 52

Enghouse Interactive

SEPTEMBER 10, 2020

Knowledge is power – Deploy, constantly review and optimize the information available in the knowledge base to ensure it addresses the user’s evolving needs on an ongoing basis.

Self service 52

Self service Abandon rate Contact Center First call resolution 52

Playvox

JUNE 22, 2023

Three Ways To Improve Agent Performance Metrics Contact center managers should provide additional agent training. Develop and enhance your knowledge base and resources available to agents to help them better resolve customer questions and challenges.

Metrics 52

Metrics Call Center Schedule adherence Average Handle Time 52