Call center agent
- August 03, 2018
Prospective users are already interested in Google's recently unveiled Contact Center AI system, and Google partners are avidly trying to sell it. But some in industry urge caution
- June 01, 2018
ICMI's Brad Cleveland has seen call centers integrate email, chat, IVR -- automated FAQ answering -- and social media. None reduced call volume. Chatbot tech may bring similar results.
- May 29, 2018
Call centers must live up to demanding quality and performance standards. Until artificial intelligence chatbots can meet those expectations, they don't stand a chance.
- November 29, 2017
It can be challenging to pick a call center technology, implement it and optimize it for the best results. Here are the top eight call center tools to deliver the best customer experience.
- March 30, 2017
By offering an inexpensive cloud-based contact center product, Amazon hopes to monetize its own software in a new growing market.
- May 22, 2015
At the ICMI Contact Center Expo, users were interested in how to make their centers more efficient while serving customers in whatever channel they choose.
- April 08, 2015
Bouquet Training, a module in the Bouquet CDM platform, enables managers to customize contact center agent training courses based on customer feedback.
- March 02, 2015
Contact center agents are supposed to help customers with issue resolution. But that's tough when agents lack good working knowledge of products.
- August 23, 2013
Scripting and strict rules won't help customer service reps provide good service -- letting them be human will, says consultant Dayna Steele.
- May 15, 2013
The ACCE conference celebrated its 10th anniversary with the ICMI awards dinner. Find out which companies were recognized for excellence in service.
- May 21, 2012
CIAC certification now includes testing on the use of social media in call centers.
- May 15, 2012
A consultant at the recent ACCE call center expo urged call centers to drop the glut of performance metrics and favor a human approach.
- April 17, 2012
JetBlue is among several companies that tout use of stay-at-home call center agents; still, not every business likes them.
- April 10, 2012
A stay-at-home call center agent talks about the job’s freedom and occasional disconnectedness.
- March 29, 2012
Providing customer service agents with knowledge and technology improves the overall customer experience, according to industry experts.