Call Center

How Anomaly Detection for Call Center Operations will improve Customer Experience

It’s a Friday evening and ABC Corporation call center is running on a lean roster. Friday evenings are generally a good time as the call velocity is less and types of inquiries coming in are basic that even the roster is planned in a such a way that your best resources are not in action. …

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Guide to call tracking and the power of AI for analyzing phone data

Invoca, an AI-powered call tracking platform, published their Call Tracking Study Guide in March of this year. The in-depth guide demystifies call tracking technology and reviews how call tracking tools help marketers connect digital campaign data to inbound customer phone calls. Call tracking is a powerful way for marketers to understand exactly where phone calls …

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Top 4 Reasons For Live Chat Popularity

Most people who have used live chat as a customer know its biggest advantages: it’s quick, convenient and fits your need for instant communication when you can’t (or don’t want to) pick up the phone. Nowadays, customers expect to be able to choose how they contact your business, in ways which are convenient for them. …

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What Are Businesses Trying to Accomplish with AI-Powered Customer Support?

Everyone hates automated customer support… right? Actually, every customer hates automated customer support. Companies love it because it saves them money that they assume is pure overhead. However, what if automated support could be beneficial to both customers and companies? That’s the promise of AI-powered automated customer support. “A big part of what we need to be …

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Your Cost per Contact Service Desk Metric May Be Too High

  stevepb / Pixabay The Cost per Contact metric, also referred to as Cost per Call, measures the level of financial efficiency that your service desk delivers as it supports and provides help to customers. What Is the Cost per Contact Definition? In its simplest form, Cost per Contact is the total cost of operating …

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