ASAPP – Medium

ASAPP

How observing agents in action led to a feature that saves 30 seconds of handle time.

As the product manager for the agent experience on the ASAPP platform, I get many inputs to my team’s roadmap. In shaping our roadmap as a…

May 19, 2022

How observing agents in action led to a feature that saves 30 seconds of handle time.

May 19, 2022

ASAPP

The hidden ways AI in transcriptions and speech analytics transform CX

We should be asking more from our speech analytics and transcription technology.

May 18, 2022

The hidden ways AI in transcriptions and speech analytics transform CX

May 18, 2022

ASAPP

The richest CX data on earth isn’t being mined

There’s gold in your CX data

May 5, 2022

The richest CX data on earth isn’t being mined

May 5, 2022

ASAPP

How can you better serve your customers? Start by helping your agents.

Agent engagement is critical for a contact center as it directly impacts the customer experience.

May 3, 2022

How can you better serve your customers? Start by helping your agents.

May 3, 2022

ASAPP

Tightening budgets and ambitious goals in the contact center

Contact center operating expenses are estimated at an annual 200 billion dollars in the US. Agents and supervisors account for 75% or more…

Apr 21, 2022

Tightening budgets and ambitious goals in the contact center

Apr 21, 2022

ASAPP

How to improve throughput by increasing concurrency

Making Conversations Easier for Agents

Apr 5, 2022

How to improve throughput by increasing concurrency

Apr 5, 2022

ASAPP

Automation should help resolve, not deflect

Playing “keep the customer away from the agent” is a lousy use of automation.

Apr 2, 2022

Automation should help resolve, not deflect

Apr 2, 2022

ASAPP

Five capabilities your contact center should have in a post-COVID-19 world

COVID-19 has tested CX teams in new ways, in harder ways.

Mar 23, 2022

Five capabilities your contact center should have in a post-COVID-19 world

Mar 23, 2022

ASAPP

The false imperative of customer service automation

Automation has become the Holy Grail of the customer experience domain. Since the rise of Interactive Voice Response systems in the…

Mar 22, 2022

The false imperative of customer service automation

Mar 22, 2022

ASAPP

Collaboration in the digital age: The value proposition at the intersection of people and machines

NLP/AI systems have yet to live up to their promise in customer service in large part because the challenge has been defined as either full…

Mar 17, 2022

Collaboration in the digital age: The value proposition at the intersection of people and machines

Mar 17, 2022

ASAPP

ASAPP

Making knowledge workers radically more productive with AI for effective and efficient customer experiences. Follow us for ASR, NLP, task-oriented dialog.

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