Agents

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
ASAPP—Think beyond the bot: 3 proven strategies for digital-first business success

Think beyond the bot: 3 proven strategies for digital-first business success

Digital CX has changed. Consumers today expect a seamless experience across channels. Learn how the latest innovations in AI are helping organizations meet new demands. Read more

Michael Lawder
Michael Lawder

Chief Experience Officer, ASAPP

ASAPP—Think beyond the bot: 3 proven strategies for digital-first business success
ASAPP—Time to rethink customer service

It’s time to rethink customer service

New technology makes old compromises unnecessary. Here’s insight on the future of CX—where high efficiency and great customer experience coincide. Read more

Michael Lawder
Michael Lawder

Chief Experience Officer, ASAPP

ASAPP—Time to rethink customer service
ASAPP—Solving complex contact center challenges requires innovation.

The brittleness of RPA is failing you

Overcome the limitations of RPA with AI-driven automation that helps your agents more efficiently navigate a myriad of back office systems. Read more

Nicolás D'Ippolito
Nicolás D’Ippolito, PhD

Head of Engineering

ASAPP—Solving complex contact center challenges requires innovation.
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—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—Automation Should Help Resolve, Not Deflect

Automation should help resolve, not deflect

Playing “keep the customer away from the agent” is a lousy use of automation. A better strategy: Use automation 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