Agents

ASAPP—Does AI really improve agent efficiency?

Does AI really improve agent efficiency?

How does AI augmentation impact agent productivity? Here’s how we measure improvements in throughput, looking at agent handle time (AHT) and concurrency. Read more

Heather Reed
Heather Reed, PhD

Data Scientist, ASAPP

ASAPP—Does AI really improve agent efficiency?
ASAPP—The Chatbot Backlash

The chatbot backlash

Chatbots and IVRs have got a bad name. But there is a place for them in digital CX strategy. See how the right automated chat can help agents better serve customer needs. Read more

Michael Griffiths
Michael Griffiths

Data Scientist, ASAPP

ASAPP—The Chatbot Backlash
ASAPP—Macario Namie

How AI gives your agent superpowers

Serve customers on both voice and digital channels much more efficiently. Engage the power of AI to advance CX performance as well as customer satisfaction. Watch now

Macario Namie
Macario Namie

Chief Marketing Officer, ASAPP

ASAPP—Macario Namie
ASAPP—Rachel Knaster

How a focus on agents pays off big

Your contact center agents play a critical role in how your customers experience your brand. The right focus on those agents can deliver big benefits for your company. Watch now

Rachel Knaster
Rachel Knaster

Chief Product Officer, ASAPP

ASAPP—Rachel Knaster
ASAPP—How can you better serve your customers? Start by helping your agents.

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

Savvy CX teams know that a well-engaged agent team directly translates to better experience for customers as well as lower agent churn. Here’s how some use AI to keep agents happy. Read more

Kari Gerster
Kari Gerster

VP, Product Marketing, ASAPP

ASAPP—How can you better serve your customers? Start by helping your agents.
ASAPP—Tightening budgets and ambitious goals in the contact center

Tightening budgets and ambitious goals in the contact center

Customer experience leaders—see how the AI platform can help you reduce costs and grow revenue in a way that makes both your customers and your contact center agents happy. Read more

Pierre Zum Buttel
Pierre Zum Buttel

Head of Business Value Services, ASAPP

ASAPP—Tightening budgets and ambitious goals in the contact center
ASAPP—How to Improve Throughput by Increasing Concurrency—Part 2 of 2

How to improve throughput by increasing concurrency—Part 2 of 2

Increase throughput by empowering your agents to manage multiple conversations at once, and by increasing contact volume for these agents. Read more

Mike Friedman
Mike Friedman

Head of Business Operations, ASAPP

ASAPP—How to Improve Throughput by Increasing Concurrency—Part 2 of 2
ASAPP—Macario Namie

What’s so different about the ASAPP approach to customer experience?

Great customer experience shouldn’t be luck-of-the-draw—did you reach a good agent? ASAPP makes every agent your best agent. Watch now

Macario Namie
Macario Namie

Chief Marketing Officer, ASAPP

ASAPP—Macario Namie
ASAPP—Automation Should Help Resolve, Not Deflect

Automation should help resolve, not deflect

Playihg “keep the customer away from the agent” is a lousy use of automation. A better strategy: Use automatoin to help the agent resolve customer issues. Read more

AustinMeyer
Austin Meyer

Head of Solution Design at ASAPP

ASAPP—Automation Should Help Resolve, Not Deflect
ASAPP—How to Improve Throughput by Increasing Concurrency

How to improve throughput by increasing concurrency

Make it easier for agents to manage more than one conversation at a time—in a way your customers will love—and watch throughput soar. Read more

Mike Friedman
Mike Friedman

Head of Business Operations, ASAPP

ASAPP—How to Improve Throughput by Increasing Concurrency