Bold360

SEPTEMBER 15, 2020

The strongest, most well-rounded omnichannel customer engagement strategies employ both live chat and chatbot integration to deliver a better, more scalable and 24/7 customer experience (CX) across channels, as well as a better employee experience (EX). 5 Ways Live Chat Helps Your Business.

Chatbots 90

Chatbots Net Promoter Score Virtual Agent Competitive Advantage 90

TechSee

MARCH 7, 2022

Reducing the burden of call volume for simple, repetitive tasks gives agents more time to resolve complex customer issues. Employee Experience. Self-service solutions save time and resources. Self-service platforms decrease overhead and customer support costs while increasing customer engagement. Conversational Platforms.

Self Service 109

Self Service Examples Customer Service Representative Virtual Agent 109

Playvox

JANUARY 13, 2022

If your contact center is planning for the future, be sure to make employee experience and getting the right technology in place top priorities. 2022 just might be The Year of the Contact Center Employee. Employee Experience. Several workforce trends are driving the need to focus on the employee experience.

Contact Center 79

Contact Center Trends Omni-Channel CRM 79

Uniphore

JUNE 10, 2021

0% Security issues with Agents at Home. Drive Agent Satisfaction to Drive Customer Loyalty. Did you know: 56 percent of agents reported planning to quit in the future? Getting the employee experience right is essential to developing and retaining top talent. Educating, engaging and empowering employees.

Call Center 246

Call Center Self Service Contact Center Case Study 246

Interactions

JUNE 18, 2020

Improving agent experience not only benefits agents, but also your customers and your business. According to Accenture, companies with great employee experiences still outperform the S&P 500 by 122%. But with an increasing focus on technology, it can seem like live agents are getting left behind. .

Technology 71

Technology Contact Center Virtual Agent Wait Times 71

ShepHyken

OCTOBER 5, 2020

Customer Service Week is October 5-9: Learn 5 Ways to Celebrate Your Virtual Agents When They Need it Most (Thanks, 2020) by Veronica Krieg. And, in most businesses, that is the type of experience that could get the customer to come back – and maybe even become loyal! Here are a few ideas to get you started.

Customer Service 65

Customer Service Hospitality Virtual Agent Loyalty 65

CSM Magazine

APRIL 26, 2022

Avaya has announced an enhancement to Avaya OneCloud to dramatically reduce the complexity associated with virtualizing customer interactions. Recent Avaya research with Ipsos indicates that based on their last interaction with a virtual agent, only 1 in 3 customers would recommend that business to others.

Virtual Agent 52

Virtual Agent Self Service Wait Times NPS 52