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How Will Virtual Agents, Robots, RPA, and New Technology Impact Your Contact Center?

West Monroe

If you are keen on customer-centricity, you need to think about making strategic investments in customer service technologies – especially within your contact center. Contact centers will continue to get smaller and smarter as self-service, automated engagement, and digital operations mature.

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AI and Customer Care: The Future is Here

BlueOcean

Forget AI being the future of the contact center. AI is the now of the contact center. Artificial intelligence in the contact center is one significant piece of the puzzle that is omni-channel customer service. Ultimately, however, the ROI on AI in the contact center will be a massive motivator.

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THREE TECH SOLUTIONS TO HELP WITH THE NEW CUSTOMER SERVICE LANDSCAPE

VDS

The idea is to let technology handle mundane tasks, nuisance calls, and authentication, so your agents can focus on everything else. The beauty of these technologies is they typically work across all contact center solutions with API integration. Agents need accurate, accessible information from reliable and efficient systems.

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Puzzel Delivers New Chat Bot Solution to Insurance Company If

CSM Magazine

The Nordic region’s largest insurance company, If, has adopted innovative artificial intelligence in combination with its existing solution from the contact center supplier Puzzel. The new agreement covers If’s contact centers in four countries. Virtual agents are quickly gaining in importance.

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Guest Blog: Want to Excel at Customer Service? Transform your Contact Centers into Customer Engagement Centers

ShepHyken

This week we feature an article by Mansi Bhatia who looks at ways organizations can transform contact centers into a customer engagement center. I like the idea of a customer engagement center. – Shep Hyken. Earlier, businesses used to see contact centers as cost centers.

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AI in Customer Service – How to Deliver Real Value Now

TechSee

Artificial Intelligence was the talk of 2017. In 2017, all eyes were on chatbots and virtual agents – the assumption being that they would take over a significant part of the customer interaction and deliver real value in communicating with customers. Virtual Agents.

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Automation and AI: Game Changers for Your Customer Engagement Strategy

Verint

Earlier in my career I managed the contact center workforce optimization group at one of the major North American wireless companies. Check out this list of AI Influencers 2017: Top 30 people in AI you should follow on Twitter from the IBM Watson marketing team. Think about starting a group in the next few days.