Management Self service Strategic Value 
TechSee
OCTOBER 10, 2024
This investment delivered a 24% improvement in their self-service containment rate over their legacy chatbot. These efforts delivered a further 16% improvement in self-service containment. Year One: Their first Agentic AI deployment focussed on the low-hanging fruit use cases with high scale.
CX Global Media
JUNE 23, 2018
But for us to be customer-centric and relationship focused, continuing to manage in a channel-centric manner has to finally be declared as a company-centric approach. And the management of that interaction and the flow of all that communication. For some, what we explored in the realm of channels is going to be somewhat of a shock.
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teleopti
APRIL 30, 2019
It’s time to apply the principles of Workforce Management (WFM) and here is our 7-step guide: 7 ways to raise the bar for employee engagement. Communicate the strategic value of the individual – engaged people go above and beyond what is expected of them because they feel part of a purpose larger than themselves.
Calabrio
MARCH 25, 2025
The AX disconnect: Contact center managers must walk the talk AI is reshaping contact centers, automating routine interactions and tasks, while freeing agents to handle the most complex,emotional, and business-critical interactions. Organizations need a balanced AI-human strategy to truly enhance CX.
Calabrio
APRIL 24, 2025
Chatbots & Voicebots for AI-Driven Self-Service Leveraging conversational AI and Natural Language Processing (NLP), intelligent chatbots and voicebots are transforming self-service. Calabrio’s AI-powered automated quality management analyzes 100% of interactions against your specific, customizable scorecards.
Upstream Works
AUGUST 5, 2021
One reason for rising cloud adoption is the variety of strong use cases, including better agent engagement, smarter call routing, improved self-service options, richer management reporting, more personalized CX, and more. To understand why this flexibility is so important, here are four examples to consider.
Playvox
MARCH 19, 2024
Infusing artificial intelligence (AI) into processes is top of mind for business leaders and managers in all industries and across all job functions. These “cutting-edge” technologies at the time helped managers better distribute and manage voice calls more efficiently. But it goes beyond enabling automation.
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