CSM Magazine

APRIL 5, 2018

ChatBots are being used in every industry vertical—retail, automotive, financial services, even healthcare—to replace humans in contact centres. Or can contact centres start to leverage the move towards AI and create a more customer-focused environment that will result in higher levels of customer care?

Customer Care 40

Customer Care Chatbots Average Handle Time Video 40

TechSee

JUNE 25, 2019

The two fields attracting the most AI investment last year were automated AI-powered customer service agents, which raised $4.5 Forward-thinking companies are increasingly turning to AI-powered customer service solutions to optimize CX and to streamline their back-office operations. Customer Identification. Biometrics.

Technology 122

Technology Customer Service Contact Center Gamification 122

Pointillist

SEPTEMBER 28, 2021

Your customers expect agents to understand their unique context, including: Why they contacted your organization The goal they are trying to achieve The steps they have already taken prior to contacting an agent. Without it, you risk frustrating them with interactions that require lots of effort, long hold times and costly escalations.

Contact Center 40

Contact Center Customer Journeys Self Service How To 40

Comm100

JANUARY 14, 2020

New buzzwords came out like “ channel-less ” and “ harmonized retail ” (for real). But these words all pointed to the same thing: the need for a CX solution that puts the customers above the channel, and harnesses technology to give agents the tools and visibility to deliver deeper customer care. Reduced costs.

Omni-Channel 131

Omni-Channel Social Media Average Handle Time Knowledge Base 131

Comm100

JANUARY 14, 2020

New buzzwords came out like “ channel-less ” and “ harmonized retail ” (for real). But these words all pointed to the same thing: the need for a CX solution that puts the customers above the channel, and harnesses technology to give agents the tools and visibility to deliver deeper customer care. Reduced costs.

Omni-Channel 100

Omni-Channel Social Media Knowledge Base Touchpoint 100

Pointillist

MARCH 1, 2019

Using customer journey analytics, you can integrate your structured data (website, CRM system) with your unstructured data (transcripts from web chat, audio call recordings, chatbot transcripts). When a single agent handles the call from start to finish, the resolution is faster and the customer satisfaction is much higher.

First Call Resolution 75

First Call Resolution Self Service Call Center Effort Score 75

Pointillist

MARCH 1, 2019

Using customer journey analytics, you can integrate your structured data (website, CRM system) with your unstructured data (transcripts from web chat, audio call recordings, chatbot transcripts). When a single agent handles the call from start to finish, the resolution is faster and the customer satisfaction is much higher.

First Call Resolution 40

First Call Resolution Self Service Call Center Effort Score 40