Stella Connect

NOVEMBER 16, 2017

Lately, we’ve had some interesting conversations with brand executives around the concept of remote customer service. Many are just beginning to explore the idea, asking how a virtual contact center might benefit their business and what it would take to keep remote workers performing at the highest level. But what are the advantages?

Customer Service 53

Customer Service Management Contact Center How To 53

Bold360

NOVEMBER 15, 2017

A recent survey found that shoppers appreciate agents who empathize, act quickly, and drop the script. The challenge for customer service agents is how to take the time to provide personalized and empathetic support, while still ensuring customer interactions are fast and efficient.

Interaction 56

Interaction Self Service Chatbots Social Media 56

Verint

NOVEMBER 16, 2017

Leading enterprises recognize that the effective adoption and implementation of automation and artificial intelligence (AI) solutions within their customer engagement operations can be game-changing for the enterprise, potentially yielding higher revenue, lower operating costs and greater customer satisfaction.

Customer Engagement 32

Customer Engagement Engagement Strategy Wireless 32

Verint

NOVEMBER 13, 2017

“Artificial intelligence is a technology that could have a very big impact on this industry.”.

Virtual Agent 32

Virtual Agent Wireless Customer Service Banking 32

Speaker: Gary Davis, SmartAction CEO

Understanding the work involved before and after you deploy a virtual agent makes all the difference between a poor customer experience and one that’s on par with your best live agent. What happens after go-live, and how to monitor, fine-tune, and train your virtual agent.

Virtual Agent

COPC

NOVEMBER 17, 2017

What are the most important considerations for brands when trying to determine which pricing model is best for their business? Is the allocation methodology fixed percentage (60%/40%), or is it dynamic based on factors like agent availability or occupancy? Occupancy is the time agents are waiting and available for a transaction.

Financial 40

Financial Contact Center Metrics Call Center 40

Speaker: Brian Morin, CMO, SmartAction & Patty Kleinfeldt, Director of Q&E, AAA

One of the most trusted brands in the world, AAA, took the most critical aspect of their Customer Experience and handed it over to an AI-powered virtual agent for omnichannel self-service. The secret of data + business logic to keep virtual agents in their "swim lane".

Virtual Agent

Speaker: Brian Morin, CMO, SmartAction & Aarde Cosseboom, Director of GMS Technology and Product, TechStyle Fashion Group

Adapting to a post-COVID world means recession-proofing your contact center with AI that reduces reliance on live agents with virtual agents that are always on, perfectly trained, and at a fraction of the cost. Also joining is SmartAction, who manages the AI-powered CX for more than 100 brands.

Self Service

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A survey of 1,000 contact center professionals reveals what it takes to improve agent well-being in a customer-centric era. This report is a must-read for contact center leaders preparing to engage agents and improve customer experience in 2019.

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