ASAPPHow 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, 2022May 19, 2022
ASAPPThe hidden ways AI in transcriptions and speech analytics transform CXWe should be asking more from our speech analytics and transcription technology.May 18, 2022May 18, 2022
ASAPPThe richest CX data on earth isn’t being minedThere’s gold in your CX dataMay 5, 2022May 5, 2022
ASAPPHow 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, 2022May 3, 2022
ASAPPTightening budgets and ambitious goals in the contact centerContact center operating expenses are estimated at an annual 200 billion dollars in the US. Agents and supervisors account for 75% or more…Apr 21, 2022Apr 21, 2022
ASAPPHow to improve throughput by increasing concurrencyMaking Conversations Easier for AgentsApr 5, 2022Apr 5, 2022
ASAPPAutomation should help resolve, not deflectPlaying “keep the customer away from the agent” is a lousy use of automation.Apr 2, 2022Apr 2, 2022
ASAPPFive capabilities your contact center should have in a post-COVID-19 worldCOVID-19 has tested CX teams in new ways, in harder ways.Mar 23, 2022Mar 23, 2022
ASAPPThe false imperative of customer service automationAutomation has become the Holy Grail of the customer experience domain. Since the rise of Interactive Voice Response systems in the…Mar 22, 2022Mar 22, 2022
ASAPPCollaboration in the digital age: The value proposition at the intersection of people and machinesNLP/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, 2022Mar 17, 2022