Calabrio

APRIL 24, 2025

Benefits: Improves self-service containment rates, reduces agent workload for simple/repetitive tasks, offers immediate support anytime, lowers operational costs, and enhances customer convenience. Calabrio’s AI-powered automated quality management analyzes 100% of interactions against your specific, customizable scorecards.

Contact Center 52

Contact Center Customer Experience Coaching Self service 52

Calabrio

MARCH 31, 2025

Empowerment and enhanced knowledge for agents: Real-time support and faster access to customer interaction analysis and actionable insights equip agents to handle inquiries more effectively. Enhanced Knowledge Bases Speed Up Answers Give your agents the power of instant expertise.

Contact Center 52

Contact Center Customer Service Virtual Agent Self service 52

Calabrio

MARCH 22, 2025

Aspects of Oversight and Optimization Contact center management, or call center management, is the strategic orchestration of all elements within a customer interaction hub to ensure optimal efficiency, customer satisfaction, and business outcomes. But first, you have to capture that activity.

Best practices 52

Best practices Contact Center Management Call Center 52

DMG Consulting

AUGUST 26, 2024

GenAI is the missing link in many existing and emerging contact center solutions, particularly those based on conversation analytics technology, because it can improve both the applications’ implementation and ongoing performance. 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

ROI CX Solutions

DECEMBER 6, 2024

Chatbots and virtual agents for real-time support When a customer has a simpler inquiry or if they simply can’t reach a human agent on the first try chatbots and virtual agents are excellent AI use cases in contact centers. In most cases, customers find that chatbots can effectively solve many of their simpler concerns.

Contact Center 52

Contact Center call center solutions Call Center Chatbots 52

NobelBiz

AUGUST 3, 2021

Are calls intelligently directed to agents who have previously dealt with a certain customer? Is it true that agents have complete access to the customer’s history? Is there a knowledge base where they may go for answers? These systems may also identify and analyze customer emotions during a call.

Contact Center 52

Contact Center Interactive Voice Response Coaching Construction 52