Agents
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
Head of Business Operations, ASAPP
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
Director of Product Management, ASAPP
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
Marketing
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
Chief Product Officer, ASAPP
