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EN Guide customers through a pre-built conversation flow with the help of AI to identify intent. If it’s too complicated for a bot, easily escalate it to a human agent.

• pre-built conversation flow
• AI to identify
• bot
• human

EN Leverage built-in routing and intelligence to collect critical details and reduce data entry. Also, escalate issues to the agent best suited to help.

• Leverage built-in routing
• intelligence to collect
• details
• reduce data entry
• agent best suited

EN Tag posts with their current status to track answered questions and product requests. Escalate posts to your support agents when one-on-one help is needed.

• answered questions
• product requests
• agents when one-on-one

EN Monitor performance against service commitments and prioritize, reassign, and escalate tasks.

• Monitor performance against
• commitments
• prioritize
• reassign
• escalate

EN Escalate tickets to the Parallels Support Management team.

• Parallels Support Management

EN Tag posts with their current status to track answered questions and product requests. Escalate posts to your support agents when one-on-one help is needed.

• answered questions
• product requests
• agents when one-on-one

EN Tag posts with their current status to track answered questions and product requests. Escalate posts to your support agents when one-on-one help is needed.

• answered questions
• product requests
• agents when one-on-one

EN Tag posts with their current status to track answered questions and product requests. Escalate posts to your support agents when one-on-one help is needed.

• answered questions
• product requests
• agents when one-on-one

EN Tag posts with their current status to track answered questions and product requests. Escalate posts to your support agents when one-on-one help is needed.

• answered questions
• product requests
• agents when one-on-one

EN Tag posts with their current status to track answered questions and product requests. Escalate posts to your support agents when one-on-one help is needed.

• answered questions
• product requests
• agents when one-on-one

EN Tag posts with their current status to track answered questions and product requests. Escalate posts to your support agents when one-on-one help is needed.

• answered questions
• product requests
• agents when one-on-one

EN Tag posts with their current status to track answered questions and product requests. Escalate posts to your support agents when one-on-one help is needed.

• answered questions
• product requests
• agents when one-on-one

EN Tag posts with their current status to track answered questions and product requests. Escalate posts to your support agents when one-on-one help is needed.

• answered questions
• product requests
• agents when one-on-one

EN Tag posts with their current status to track answered questions and product requests. Escalate posts to your support agents when one-on-one help is needed.

• answered questions
• product requests
• agents when one-on-one

EN Tag posts with their current status to track answered questions and product requests. Escalate posts to your support agents when one-on-one help is needed.

• answered questions
• product requests
• agents when one-on-one

EN Tag posts with their current status to track answered questions and product requests. Escalate posts to your support agents when one-on-one help is needed.

• answered questions
• product requests
• agents when one-on-one

EN Tag posts with their current status to track answered questions and product requests. Escalate posts to your support agents when one-on-one help is needed.

• answered questions
• product requests
• agents when one-on-one

EN Tag posts with their current status to track answered questions and product requests. Escalate posts to your support agents when one-on-one help is needed.

• answered questions
• product requests
• agents when one-on-one

EN Escalate tickets to the Parallels Support Management team.

• Parallels Support Management

EN The introduction of an agent should feel like a continuation of the conversation, not the start of a new one

EN Mute, unmute and hold as needed from the call console. Brief new agents on an issue before handing off a call so they can easily pick up the conversation where it left off.

• Mute
• unmute
• hold as needed
• call console
• Brief new agents
• issue before handing

EN Given in private. Correcting an employee in public can be embarrassing, which leads to defensiveness and anger. Keep the conversation calm and controlled by having the conversation in private

• Given in private
• Correcting an employee
• leads to defensiveness
• anger
• Keep the conversation
• controlled by having
• conversation in private

EN Allow agents to pause and resume the recording of an active call to protect customer privacy. You can also give callers the choice to opt-in or opt-out of call recordings.

• resume the recording
• customer privacy
• opt-in
• opt-out of call

EN Allow agents to pause and resume the recording of an active call to protect customer privacy. You can also give callers the choice to opt-in or opt-out of call recordings.

• resume the recording
• customer privacy
• opt-in
• opt-out of call

EN Allow agents to pause and resume the recording of an active call to protect customer privacy. You can also give callers the choice to opt-in or opt-out of call recordings.

• resume the recording
• customer privacy
• opt-in
• opt-out of call

EN Allow agents to pause and resume the recording of an active call to protect customer privacy. You can also give callers the choice to opt-in or opt-out of call recordings.

• resume the recording
• customer privacy
• opt-in
• opt-out of call

EN Allow agents to pause and resume the recording of an active call to protect customer privacy. You can also give callers the choice to opt-in or opt-out of call recordings.

• resume the recording
• customer privacy
• opt-in
• opt-out of call

EN Allow agents to pause and resume the recording of an active call to protect customer privacy. You can also give callers the choice to opt-in or opt-out of call recordings.

• resume the recording
• customer privacy
• opt-in
• opt-out of call

EN Allow agents to pause and resume the recording of an active call to protect customer privacy. You can also give callers the choice to opt-in or opt-out of call recordings.

• resume the recording
• customer privacy
• opt-in
• opt-out of call

EN Allow agents to pause and resume the recording of an active call to protect customer privacy. You can also give callers the choice to opt-in or opt-out of call recordings.

• resume the recording
• customer privacy
• opt-in
• opt-out of call

EN Allow agents to pause and resume the recording of an active call to protect customer privacy. You can also give callers the choice to opt-in or opt-out of call recordings.

• resume the recording
• customer privacy
• opt-in
• opt-out of call

EN Allow agents to pause and resume the recording of an active call to protect customer privacy. You can also give callers the choice to opt-in or opt-out of call recordings.

• resume the recording
• customer privacy
• opt-in
• opt-out of call

EN Allow agents to pause and resume the recording of an active call to protect customer privacy. You can also give callers the choice to opt-in or opt-out of call recordings.

• resume the recording
• customer privacy
• opt-in
• opt-out of call

EN Allow agents to pause and resume the recording of an active call to protect customer privacy. You can also give callers the choice to opt-in or opt-out of call recordings.

• resume the recording
• customer privacy
• opt-in
• opt-out of call

EN Allow agents to pause and resume the recording of an active call to protect customer privacy. You can also give callers the choice to opt-in or opt-out of call recordings.

• resume the recording
• customer privacy
• opt-in
• opt-out of call

EN Allow agents to pause and resume the recording of an active call to protect customer privacy. You can also give callers the choice to opt-in or opt-out of call recordings.

• resume the recording
• customer privacy
• opt-in
• opt-out of call

EN Richard Gerestein: ?Prepare the conversation as if it were a normal conversation where you are actually seated at the table with us

• Richard Gerestein
• Prepare the conversation
• were a normal

EN The conversation is still a conversation.?

• conversation is still

EN The European Union has today given its final approval to a mandate for a range of electronic devices to use a common charger from 2024.

• given its final

EN The agent can then read through the Facebook Messenger thread and seamlessly take over the conversation.

• agent can then
• Facebook Messenger thread

EN Four experts discussed how to bridge the gender gap of women in leading positions, in the textile and clothing industry.

• Four experts discussed
• bridge the gender
• women in leading
• textile
• clothing

EN Four experts discussed how to bridge the gender gap of women in leading positions, in the textile and clothing industry.

• Four experts discussed
• bridge the gender
• women in leading
• textile
• clothing

EN For instance, it is important to define the content of the interview beforehand. The interviewer will then be less guided by his intuition during the conversation.

• instance
• important to define
• beforehand
• interviewer will then

EN When a customer reaches out through a messaging channel, their first interaction will likely be with a bot. If an agent is needed, the transition from automation to live conversation should be handled smoothly.

• messaging channel
• interaction will likely
• bot
• agent is needed
• transition from automation
• live conversation should
• handled

EN An appointment at the doctor’s office often brings on tension, nerves and high emotions. One in three patients reports that they don’t remember conversations with their doctor very well, if at all.

• office often brings
• tension
• nerves
• high emotions
• three patients reports

EN Read this update to learn about the most important new features and improvements to the Online Video Platform.

• Read this update
• important new features
• Video

EN You might provide us with your contact information, whether through use of our services, a form on our website, an interaction with our sales or customer support team, or a response to one of SurveyMonkey's own surveys or forms.

• customer support team
• SurveyMonkey's own surveys

EN You might provide us with your contact information, whether through use of our services, a form on our website, an interaction with our sales or customer support team, or a response to one of SurveyMonkey's own surveys or forms.

• customer support team
• SurveyMonkey's own surveys

EN You might provide us with your contact information, whether through use of our services, a form on our website, an interaction with our sales or customer support team, or a response to one of SurveyMonkey's own surveys or forms.

• customer support team
• SurveyMonkey's own surveys

EN You might provide us with your contact information, whether through use of our services, a form on our website, an interaction with our sales or customer support team, or a response to one of SurveyMonkey's own surveys or forms.

• customer support team
• SurveyMonkey's own surveys