Virtual agents are intelligent bots that engage with customers, understand their queries, and respond to them. Harnessing conversational artificial intelligence (AI), these bots interact with customers across most contact centre channels. As such, virtual agents can automate a host of customer conversations. In doing so, virtual agents increase contact centre efficiency, lower agent workloads, and often enhance CX by providing immediate responses to routine queries. Of course

Believe it or not, your agents may often come to meetings and training sessions with a fair amount of trepidation. Read on for twelve easy ideas to keep your agents happy, engaged and productive during their meetings. 1. Open with Gratitude and Reassurances for Your Staff First and foremost, it’s advisable to kick off the session by thanking your attendees for their presence. Assure them that their time is appreciated, thank them in advance for their participation, and remind

There are many ways to build a contact centre culture that improves agent performance, and here are some of the most valuable. Get the Basics Right We hope that most of you are doing each of the following things to better support your advisors and, if not, these are key areas to address in the interest of improving performance. So, without further ado, here is a set of questions, each filed under one of five subheadings, which you should be answering “yes” to if you really ar