Call center agent
A call center agent is a person who handles incoming or outgoing customer calls for a business.. See complete definition.
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Call center agent News
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August 03, 2018
03
Aug'18
Google Contact Center AI makes early inroads in industry
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
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June 01, 2018
01
Jun'18
Call center artificial intelligence trends drive chat, decision-making
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.
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May 29, 2018
29
May'18
Call center chatbots draw skepticism from leaders
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.
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November 29, 2017
29
Nov'17
Eight must-have call center systems for customer service
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.
Call center agent Get Started
Bring yourself up to speed with our introductory content
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outbound call
An outbound call is one initiated by a call center agent to a customer on behalf of a call center or client. Continue Reading
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call center agent (call center representative)
A call center agent is a person who handles incoming or outgoing customer calls for a business. Continue Reading
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Virtual agents not yet ready for primetime customer service
Chatbots may never replace humans at call centers. But they can alleviate high call volumes and route queries to humans when they're too thorny for automated responses. Continue Reading
Evaluate Call center agent Vendors & Products
Weigh the pros and cons of technologies, products and projects you are considering.
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4 chatbot success metrics to bolster CX
Chatbot success can be measured using a number of metrics. Each helps improve the customer experience. Read on to learn which KPIs are beneficial for improving CX. Continue Reading
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Is dialer technology relevant to CX projects?
Live chat is still the preferred method of communication in contact centers, and the use of autodialers helps free up salespeople to speak with callers. Continue Reading
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AMAC prioritizes first call resolution for a better CX
AMAC uses TetraVX unified communications and the cloud contact center platform Five9 in its three call centers to improve agent workflow, as well as member experience. Continue Reading
Manage Call center agent
Learn to apply best practices and optimize your operations.
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6 ways high-performing agents improve customer loyalty
Sandy Rogers of FranklinCovey offers tips for customer service managers on how to encourage positive traits in agents, such as empathy, responsibility and generosity. Continue Reading
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Call center tips to ensure successful agents
Once hiring managers find the right people for the job, contact center agents need both proper training and office tools to be successful in their roles. Continue Reading
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GDPR call center compliance can be a sticky wicket
GDPR compliance for call centers can be complex and require the collaboration of business execs, call center managers and outside lawyers to establish data protection policies. Continue Reading
Problem Solve Call center agent Issues
We’ve gathered up expert advice and tips from professionals like you so that the answers you need are always available.
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3 call center improvement strategies that boost efficiency
Call center agents must multitask like never before in this era of omnichannel service. How to increase efficiency with tech while relieving some of the load on the people. Continue Reading
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5 ways to improve call center agent performance
Side-by-side evaluations, reinforcement, training resources and coaching can help wayward contact center agents improve performance and catch up to the pack. Continue Reading
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Taking on a virtual agent helps mint new wine connoisseurs
Having trouble selecting the wine that goes best with a special meal? And what if your preferred shop doesn't have it? Vivino helps you choose -- and, if needed, find -- the right wine. Continue Reading