Posts Tagged: call center

Articles Featured
Artificial Intelligence is Slowly Transforming Contact Centers
March 14, 2017
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An intelligent network, however, has the power to pick up on the tonal differences and speech pattern changes that indicate a heightened emotional state. The system then notifies the contact center agent about the client's emotional status to enable a positive result to an interaction that may have otherwise taken a negative path.
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Cisco CUIC for Actionable Insights Into Contact Center Operations
January 16, 2017
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Business-centric analysis of contact center data increases insight into the customer experience. Detailed reporting of application performance should include call data, agent performance, SLAs and more. Stakeholders should have everything they need to optimize efficiency and performance, real-time metrics, reporting and call monitoring.
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Build or Buy Contact Center Analytics?
January 2, 2017
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As software capabilities evolve from data collection through data analysis to the latest developments in Artificial Intelligence (AI), it’s generating exciting possibilities for the Contact Center reporting tools as well.
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Five Challenges of Contact Center Leaders
December 17, 2016
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RISK MITIGATION & COMPLIANCE Ability to mitigate operational risk and ensure regulatory compliance. For example ability to record voice/chat/screen capture. Today’s omnichannel, anytime, anywhere, any device communication has further increased the risk. OPTIMIZATION Ability to optimize operations with a focus on process, technology, and workforce utilization. For example, routing contacts to an agent based on […]
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Customer Experience: You Cannot Compete Solely on Product Quality, Price
December 9, 2016
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Customer experience will determine whether businesses thrive or simply survive in a consumer-led environment. The role of customer service in general is more vital than ever, with the urgent requirement for Contact Centers to adapt to meet the challenges of being the brand ambassador in all contacts.
Articles
Contact Center Agents are Brand Ambassadors: ICMI participants
May 6, 2015
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The average entry-level contact center agents earn $28,000 annually while the seasoned ones can bring home more than $41,000, according to the International Customer Management Institute, ICMI, not shabby for a career most enter accidentally. In a vendor-sponsored study, “The Modern Agent: Understanding Performance, Productivity, and Positive Results,” ICMI finds that call centers have yet […]