UJET

NOVEMBER 3, 2020

But when the interactions between your customers and your agents are filled with repetitive questions, long holds, and awkward pauses, the human connection falls to the wayside. AI customer service tools streamline repetitive and/or time-consuming tasks and workflows so your agents can focus on what they’re best at: helping people.

Virtual Agent 82

Virtual Agent Customer Service Gamification Contact Center 82

UJET

NOVEMBER 3, 2020

But when the interactions between your customers and your agents are filled with repetitive questions, long holds, and awkward pauses, the human connection falls to the wayside. AI customer service tools streamline repetitive and/or time-consuming tasks and workflows so your agents can focus on what they’re best at: helping people.

Virtual Agent 72

Virtual Agent Customer Service Gamification Contact Center 72

Think Customers

MARCH 2, 2023

More than half of North American CX professionals are unable to engage across channels in a relevant and personalized way, she said, citing Omdia’s State of Digital CX 2022 findings. “We This points to the need for investing in the latest tools that reduce operating expenditures while elevating CX to meet customer expectations.”

Self Service 52

Self Service Contact Center Average Handle Time Roadmap 52

Pointillist

SEPTEMBER 28, 2021

More than half of customers engage with three to five channels during each journey they take. They may require agent assistance if they encounter a problem trying to diagnose a service interruption or dispute a credit card charge. Compound enough poor quality interactions together and you may put customers at risk for churn.

Contact Center 40

Contact Center Customer Journeys Self Service How To 40

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NICE inContact

MARCH 28, 2018

Integration with CRM and other applications provide a complete customer context in terms of profile, interaction and transaction data that helps agents solve customer issues right, the first time. Average Handle Time (AHT) – This is one of the most significant metrics when it comes to driving down costs.

Self Service 120

Self Service Metrics Customer Experience Contact Center 120

Oracle

OCTOBER 1, 2019

That’s a particularly attractive solution when a chatbot — also called a “virtual agent” — is offered as the initial strategy, with a live agent available as needed. No longer can brands rely on a single channel for customer service; shoppers want to communicate whenever and however they choose.

Chatbots 74

Chatbots Customer Service Virtual Agent Self Service 74