New KPI Metrics in the Era of Self Service
In the age of self-service, enterprises must adapt their KPI approach to customer service success in order to reflect the new reality.
Contact Center Innovation
Buddying Up – Putting Virtual Employee Assistants at the Heart of Agent Development
Virtual Employee Assistants are about to redefine contact center careers - get the inside track on the technologies shaping this revolution.
Superagent and the Phenomenal Four Enhance Customer Experience in Telecoms
Superagent enlists the help of the Phenomenal 4 to complete his latest mission - saving a quad play CSP
SUPER AGENT – Stopping Smart Product Returns from Ruining Christmas Sales
It's Christmas time! And Super-Agent uses the power of AR and computer vision to save the Christmas sales season
AHT in the Age of Omni-Channel Customer-Centric Service
Replace traditional KPIs with holistic measurement of alternatives to average call handling time, customer satisfaction and call outcomes.
Slashing Agent Attrition in the Contact Center – Super-Agent Issue 3
Super-Agent comic: Superhero uses AI powers and visual assistance to save Customer Service from high agent attrition.
The Future of Intelligent Decision Support Systems in Contact Centers
Computer vision brings value to decision support systems in call/chat centers, delivering the positive customer experience so critical to success.
When IVR meets Visual Assistance – Retaining the Lost Waiting Time
Integrating visual assistance within IVR shortens waiting times and AHT, reduces call center volume and enhances customer satisfaction
The future of Co-browsing: 5 Trends to Watch
The 5 hottest trends in the co browsing domain can deliver a competitive advantage to CSP customer service organizations.
3 Methods to Capture the Promise of Technology in Call Center BPO Offerings
Learn how some of the world’s leading BPOs have turned the threat of a new BPO technology trend into a strategic secret weapon.
