Agents

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

How agents informed an AI-driven feature that saves 30 seconds of handle time

Reducing AHT—average handle time—can mean big cost savings for contact centers. See how agents informed a new AI-driven capability—with great results. Read more

Cosima Travis
Cosima Travis

Director of Product Management, ASAPP

ASAPP—How observing agents in action led to a feature that saves 30 seconds of handle time.
ASAPP—The False Imperative of Customer Service Automation

The false imperative of customer service automation

Customers talking to agents is not a failure of automation. But thinking that the sole use of automation is to keep customers away from agents is a failure of the imagination. See what’s possible. Read more

Macario Namie
Macario Namie

Marketing

ASAPP—The False Imperative of Customer Service Automation
ASAPP—An Urgent Case for Supporting your Contact Center Agents with AI That was Built for Them

An urgent case to support contact center agents with AI built for them

Are you doing everything you can to support your frontline? See how AI can make contact center agents happier AND more productive. Read more

Rachel Knaster
Rachel Knaster

Chief Product Officer, ASAPP

ASAPP—An Urgent Case for Supporting your Contact Center Agents with AI That was Built for Them