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Preparing Your Contact Center for the Age of Virtual Agents

Taylor Reach Group

For example, in the Philippines, residents were ordered to stay off the roads, forcing many contact center workers to shelter-in-place without access to broadband or equipment to take calls. It’s time to take a deeper dive into the word of virtual agents. Onshore hasn’t fared much better.

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Tackling Surges in Calls Without Hiring More Staff

Call Design

No matter how good your forecasting is, there are always going to be times when demand is greater than what you had predicted, and you dont have enough staff to handle the workload. Staff may struggle to keep up with the influx in calls resulting in longer wait times for customers and potential frustration on both ends.

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Human-Centered Design Is the Heart of Intelligent Virtual Agents

SmartAction

Truly intelligent virtual voice assistants with a human-centric design that delights rather than displeases, with artificial intelligence (AI) that improves CSAT , decreases wait time, and lowers costs. Real-life examples There’s nothing like a demonstration to bring things closer to home. Customers do.

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Transforming citizen experience: How AI and automation can revolutionize public services

3CLogic

2 High call volumes and long wait times Limited staffing and increasing demand for services result in frustrating delays for citizens seeking assistance. Faster resolutions, reduced wait times, and more personalized service at a lower cost. The result?

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Are Automation and AI the Same Thing in the Contact Center?

CCNG

These systems can still offer significant benefits, such as reducing wait times and ensuring customers are directed to the appropriate department. Automation has been a part of the contact center for decades, even pre-internet times. Automation for a long time required programming. Let’s take modern chatbots for example.

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Live Agents and Virtual Agents: The Spectrum of Care

Interactions

After 30 minutes of waiting you finally get put through to an agent, who is able to quickly cancel your appointment. You are frustrated because you had to spend 30 minutes on a task that could have taken two due to the wait time. You want to speak to a live agent to explain your situation and bypass business rules.

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A Human-Centric Approach to Virtual Agents Changes the Game For Customer Satisfaction

SmartAction

Truly intelligent virtual voice assistants with a human-centric design that delights rather than displeases, with artificial intelligence (AI) that improves CSAT , decreases wait time, and lowers costs. Real-life examples There’s nothing like a demonstration to bring things closer to home. Customers do.