Tech Tank - IVR, Self Service and Analytics

Presented by Enghouse Interactive, Aspect, West Interactive The right IVR and self-service solutions improve the efficiency of your contact center by reducing call volume and giving agents more time to focus on interactions such as upsell and cross-sell. . . .

Jun 11

Ensuring Consistent Omnichannel Performance with WFO

WHAT YOU'LL LEARN: How to determine which channels the contact center should support. Budgetary and resource requirements to consider before adding channels. Three ways to ensure consistent service delivery across channels. WHO SHOULD ATTEND: Contact center directors and managers. Customer service directors and managers. Customer experience directors and managers . . .

Jun 23

Six Best Practices for Effective Chat Operations

Making chat work for your company can prove to be more challenging than you expected. You were told that concurrency would be as high as 3.0, that every chat would equal a deflected phone call, and that you could re-train your voice agents to the chat channel in 4 hours or less. . . .

Jun 25