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Tackling Surges in Calls Without Hiring More Staff

Call Design

Tools like Intradiem (Real Time Management automation) and calld.ai (virtual agents) can help ensure the service you offer doesnt suffer during peaks in demand. These AI-powered virtual agents scale up instantly, ensuring you meet demand without overloading your human staff. So, what can you do?

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Making the Case for an Intelligent Virtual Agent

DMG Consulting

Making the Case for an Intelligent Virtual Agent. Self-service has become the preferred form of customer support for many consumers, so long as it works. These conversational, AI-enabled solutions are essential for the success of contact centers and service organizations of all sizes. June 27, 2022 By Donna Fluss.

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A Beginner’s Guide to Dynamics 365 for Customer Service Management

CSM Magazine

Managers can set up regular reports to catch patterns, spot delays, and adjust resources as needed to keep service levels high. For example, longer resolution times may signal that agents need additional support or that workflows need adjustment. The platform’s AI tools enhance service further.

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Call Center Automation: Definition, Trends, Benefits, & Use Cases

Balto

The most effective automation tools include: Interactive Voice Response (IVR) systems AI-powered chatbots Automated email responses Virtual agents for basic troubleshooting Call center automation refers to the strategic use of technology to handle repetitive and time-consuming tasks within a call center.

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From CEO Rob McDougall: Where Have All the People Gone?

Upstream Works

Now, they are unable to meet basic service levels. Artificial intelligence is still an important initiative, but efforts should be focused primarily on augmenting the agent’s capabilities. Conversational AI applications are the new self service and can have a limited affect in deflecting contacts.

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Workforce Management Software Improves Employee Engagement

DMG Consulting

At its most basic, WFM solutions forecast the workload and use this information to project the number of resources (human or automated) required to complete the work within a predefined response time (or service level) for every five-, 10-, 15-, 30-, or 60-minute increment of the day, and possibly night.

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Omega World Travel Finds Innovative Solutions with Unified Cloud Platform

NICE inContact

Approximately 200 onsite and virtual agents handle corporate, government and leisure travel, making or modifying reservations, generating quotes and exchanging tickets. And then there’s the matter of remote agents. billion in annual sales, Omega World Travel is one of the largest travel management companies in the U.S.