Agents

ASAPP - Learning to recommend what agents should do

Learning to recommend what agents should do

Are your ML models learning the right things? Here’s what we discovered when we took a closer look at what agents do vs. what they should do in one situation. Read more

Chris Fox
Chris Fox

Staff Machine Learning Engineer

ASAPP - Learning to recommend what agents should do
ASAPP - Why your care strategy must consider issue complexity and urgency

Why your care strategy must consider issue complexity and urgency

Does the customer need a live agent or is automation the right way to handle it? Many companies think it’s a binary question. The best answer is more nuanced. Read more

Rachel Knaster
Rachel Knaster

Chief Product Officer, ASAPP

ASAPP - Why your care strategy must consider issue complexity and urgency
ASAPP - Modern CX orgs need to think about agent efficiency in a modern way

Modern CX orgs need to think about agent efficiency in a modern way

Are you measuring what matters in your contact center? AHT – or average handle time – can’t really measure agent efficiency in an asynchronous, digital world. Here’s thought on more modern metrics. Read more

Stephen Canterbury
Stephen Canterbury

Senior Customer Success Manager

ASAPP - Modern CX orgs need to think about agent efficiency in a modern way
ASAPP—The danger of only using containment rate to measure success

The danger of only using containment rate to measure success

Containment rate is not a good measure of success, used alone. A good metric will also consider if the customer’s need was met. Here’s how we measure. Read more

Bobby Kovalsky
Bobby Kovalsky

Customer Experience Strategist at ASAPP

ASAPP—The danger of only using containment rate to measure success
ASAPP—Why you want conversation summarization designed specifically for CX

Why you want conversation summarization designed specifically for CX

Here’s the data science behind getting the best conversation summaries (call notes) for your contact center. Read more

Will Wolf
Will Wolf

Staff Machine Learning Engineer at ASAPP

ASAPP—Why you want conversation summarization designed specifically for CX
ASAPP—When automation is ‘all or nothing’—what are you missing?

When automation is ‘all or nothing’—what are you missing?

Automation or agent? The best results are achieved when you integrate AI into human workflows, optimizing efficiency for both live interactions and self-serve. Read more

Michael Lawder
Michael Lawder

Chief Experience Officer, ASAPP

ASAPP—When automation is ‘all or nothing’—what are you missing?
ASAPP—Rachel Knaster

You can’t get this depth of VoC insight from a few surveys

Transcribe and analyze every call to gain deep insight into what your customers care about and how your contact center is performing. Watch now

Rachel Knaster
Rachel Knaster

Chief Product Officer, ASAPP

ASAPP—Rachel Knaster
ASAPP—Michael Lawder

Are you missing key revenue growth opportunities?

Identify best prospects and proactively engage them (at the right time) to close more sales. Learn how to grow revenue with the help of machine learning. Watch now

Michael Lawder
Michael Lawder

Chief Experience Officer, ASAPP

ASAPP—Michael Lawder
ASAPP—Why your digital messaging platform is failing you

Why your digital messaging platform is failing you

Messaging platforms may all seem the same—but legacy technology can’t deliver the breakthrough results that you’d get with a fully AI-driven system. Read more

Macario Namie
Macario Namie

Chief Marketing Officer, ASAPP

ASAPP—Why your digital messaging platform is failing you
ASAPP—Increasing Agent Concurrency without Overwhelming Agents

Increasing agent concurrency without overwhelming agents

Empower your agents to handle multiple conversations at once the smart way. Use machine learning to dynamically adjust concurrency based on multiple factors. Read more

Cosima Travis
Cosima Travis

Director of Product Management, ASAPP

ASAPP—Increasing Agent Concurrency without Overwhelming Agents