Digital service integration is a top goal for many government agencies. Citizen expectations of digital services are based on the smooth interaction they have with commercial entities like their…
Tag: Contact center training
in Artificial Intelligence, blog, chatbot, doug taylor, In the News, news, social media, Technology0by
1969
The Real Benefits of Artificial Intelligence
Adding AI to the contact center enables rapid information retrieval, leading to a better experience for both agents and customers Microsoft made headlines in 2016 when a representative of the…
in blog, Contact Center Training, derrick spires, doug taylor, Gamification, In the News, news, Strategy, Thought Leadership, training0by
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Want to Improve Contact Center Training? Try a Gamification Approach
Well-designed games permit users to develop directed, empathic responses to carefully crafted situations and permutations. These types of simulations are particularly useful when training customer service representatives (CSRs) in a…
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Contact Center Training Needs Technology and People
We’ve been programmed to seek out information via technology. But certain work environments require more than technology-based learning solutions. Technology helps us learn every day. We consult Siri and Alexa…
Giving Citizen Satisfaction a Boost
Published on The Public Manager Written by Paula Ketter The ACSI Federal Government Report 2016 reports that “following three years of steady erosion ending in an all-time low score, citizen satisfaction with…