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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5 New Skills for Contact Center Pros
What are the best new skills you should have in your contact center management toolkit? Scott Sachs, call center technology guru and president of SJS Solutions, explains 5 critical ones.
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Call center agent News
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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.
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June 30, 2017
30
Jun'17
Cogito's voice analytics software: Augmented intelligence at work
Cogito's artificial intelligence technology tracks the tone of a conversation and provides real-time coaching for call center agents.
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March 30, 2017
30
Mar'17
With Amazon Connect, AWS puts experience to work in contact center space
By offering an inexpensive cloud-based contact center product, Amazon hopes to monetize its own software in a new growing market.
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May 26, 2016
26
May'16
Service Cloud Lightning Snap-ins aim for connected service
Service Cloud Lightning Snap-ins and two-way video are recent enhancements designed to give customers a better experience and agents a more complete view of customers.
Call center agent Get Started
Bring yourself up to speed with our introductory content
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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
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virtual agent (intelligent virtual agent or virtual rep)
A virtual agent (sometimes called an intelligent virtual agent, virtual rep or chatbot) is used to describe a program based in artificial intelligence (AI) that provides automated customer service. 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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AI chatbots augment humans working in contact centers
It might seem like contact centers are all being automated by AI chatbots, but for now, the jobs of human agents are still safe while all the kinks are worked out. Continue Reading
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Nine skills every call center agent job requires
Call center agents need to make sure they have the skills for which hiring managers are looking. Here are the top call center agent job skills you'll need to land a job in a contact center. Continue Reading
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Call center automation advances, but only as far as NLP can take it
Contact center voice technologies with natural language processing improve CRM and speech analytics for better customer service, but blind spots hold up progress. Continue Reading
Manage Call center agent
Learn to apply best practices and optimize your operations.
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Customer service chatbots help reduce product returns
In previous years, Azumi Mobile was overwhelmed with customer calls after the holiday season as users attempted to return smartphones. This year, chatbots helped address that issue. Continue Reading
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Ten tips for implementing virtual agent chatbots
Think you're ready to turn over some of your customer service responsibilities to virtual agents? An expert offers 10 tips for implementing chatbots. Continue Reading
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Do customer service chatbots need to pass the Turing test?
Experts say organizations should focus on enhancing the customer experience with chatbots -- not so much on passing the legendary Turing test for artificial intelligence. 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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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
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How to calculate abandoned call rate for a contact center
Experts offer an abandoned call formula and advice on what to include when calculating call abandonment rates. Continue Reading
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Predictive analytics improve customer experience journey
Azumi Mobile, a smartphone manufacturer, takes advantage of software from DeviceBits to merge AI, machine learning and predictive analytics to overhaul its customer experience journey. Continue Reading