NICE inContact

JANUARY 16, 2019

Another cost-effective alternative exists – and it simply involves supplementing existing IVRs with AI-powered virtual agents with natural language capabilities. Instead of relying on agents to make a few calls at a time, hundreds of thousands of calls can be placed in minutes.

Contact Center 120

Contact Center ROI Virtual Agent Call Center 120

NICE inContact

SEPTEMBER 11, 2018

Today, contact center leaders who embrace the cloud are quick to see its benefits – powering engaging customer experiences while positively impacting business outcomes. As contact centers continue to become drivers of business growth, there are significant quantitative and qualitative results to consider.

Contact Center 120

Contact Center Virtual Agent Net Promoter Score Self Service 120

Uniphore

AUGUST 12, 2021

The same holds true in the contact center. Multimodal Virtual Agents allow customers to tap, text and talk to get more done , with little effort. Offering variety can help create more successful outcomes for customers with a lower AHT for agents — a win on both sides of the phone line. View Webinar.

User Experience 246

User Experience Virtual Agent Self Service Contact Center 246

SaleMove

JUNE 11, 2020

Check out the previous installment of this series: The Times They Are a-Changing: Talent in the Contact Center Part 2: Players and Coaches In this third installment of this blog series, we continue to discuss how to staff the contact centers of the future.

Virtual Agent 52

Virtual Agent Contact Center Meeting Interaction 52

SaleMove

JUNE 11, 2020

In this third installment of this blog series, we continue to discuss how to staff the contact centers of the future. The post The Times They Are a-Changing: Talent in the Contact Center Part 3: Rise of the Machines – Meet the Virtual Agent appeared first on Glia Blog | Digital Customer Service Explained.

Virtual Agent 52

Virtual Agent Contact Center Meeting Insurance 52

West Monroe

JULY 24, 2017

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.

Virtual Agent 53

Virtual Agent Contact Center Self Service Technology 53

UJET

DECEMBER 2, 2020

The title of this blog post is an important question that many executives are asking. The current generation of self-service solutions, intelligent virtual agents (IVAs), are smart, omni-channel systems that automate many types of inquiries. The post Can Artificial Intelligence Replace Contact Center Agents?

Omni-Channel 72

Omni-Channel Contact Center Self Service Virtual Agent 72

SaleMove

AUGUST 20, 2020

Similarly, contact centers have playbooks to address customer issues and opportunities. The most common elements of the playbook in the contact center today are the script and the knowledge base , which may be built and maintained by supervisors or by special knowledge managers. Knowledge Managers.

Contact Center 90

Contact Center Self Service Virtual Agent Knowledge Base 90

Avaya

JUNE 24, 2019

Digital transformation is about creating experiences that matter, but what does this look like within the contact center? Effortless self-service, agent augmentation, interaction insights, smart pairing…nowhere close to what one vendor alone offers today. What’s driving this move to an ecosystem approach?

Contact Center 104

Contact Center Self Service Contact Center Software Virtual Agent 104

SaleMove

FEBRUARY 19, 2021

The proliferation of digital-first technologies combined with the rise of artificial intelligence (AI) and self-service options has created fundamental changes in the contact center. As customer-centric businesses prioritize the experience they deliver, the contact center takes on a more central role.

Contact Center 69

Contact Center Customer Centricity Self Service Customer Experience 69

BlueOcean

OCTOBER 4, 2023

If agents are frustrated, we can only imagine that the customers they’re speaking with are too. Finding Bilingual Support That Suits Your Customers Best We’re an onshore Canadian contact center outsourcer and pride ourselves on delivering sophisticated (bilingual) customer care through strategic partnership. It’s our thing.

Contact Center 310

Contact Center Customer Care Average Handle Time Consumers 310

UJET

DECEMBER 2, 2020

The title of this blog post is an important question that many executives are asking. The current generation of self-service solutions, intelligent virtual agents (IVAs), are smart, omni-channel systems that automate many types of inquiries. The post Can Artificial Intelligence Replace Contact Center Agents?

Omni-Channel 56

Omni-Channel Contact Center Self Service Virtual Agent 56

SaleMove

JULY 8, 2020

The post The Times They Are a-Changing: Talent in the Contact Center Part 4: The Research Team appeared first on Glia Blog | Digital Customer Service Explained. The post The Times They Are a-Changing: Talent in the Contact Center Part 4: The Research Team appeared first on Glia Blog | Digital Customer Service Explained.

Contact Center 52

Contact Center Virtual Agent Survey Report 52

Upstream Works

DECEMBER 20, 2022

Over the course of 2022, artificial intelligence (AI) became mainstream for contact centers. As with cloud adoption, the promise of AI has become compelling enough that contact center leaders are no longer wondering if it has a place in their plans. Workflow automation is an important contact center use case for AI.

Virtual Agent 78

Virtual Agent Trends Self Service Customer Experience 78

Avaya

APRIL 10, 2019

This blog is authored by Robin Gareiss, President and Founder, of Nemertes Research. Virtual agents/chatbots – Computer-aided, virtual robots that address basic questions and functions to free human agents to handle more complex ones. AI is finding a comfortable home in the contact center.

Contact Center 71

Contact Center Self Service Virtual Agent Analytics 71

Avaya

OCTOBER 25, 2018

It’s the spookiest time of the year, and not just because contact centers like yours are about to head full bore into the holiday rush. Halloween is coming, and to get into the spirit, we’re here to help you overcome some common contact center terrors: WFH Agents. Maintenance and Upgrades.

Contact Center 64

Contact Center Omni-Channel Virtual Agent Communication 64

SaleMove

FEBRUARY 19, 2021

The proliferation of digital-first technologies combined with the rise of artificial intelligence (AI) and self-service options has created fundamental changes in the contact center. As customer-centric businesses prioritize the experience they deliver, the contact center takes on a more central role.

Contact Center 52

Contact Center Customer Centricity Self Service Customer Experience 52

SaleMove

JANUARY 6, 2020

In our second part of this blog series, we continue our examination of how to staff the contact center of tomorrow. Just as a sports team consists of players and coaches working in concert, the contact center’s backbone is comprised of agents and supervisors. Human Touch – Role of the Agent.

Contact Center 52

Contact Center Self Service Virtual Agent Sports 52

Uniphore

OCTOBER 21, 2021

This empowers contact center agents to deliver highly effective, personalized and empathetic interactions. Digital transformation is key to contact centers providing the ultimate modern day customer service experience and how conversations are handled during the entire customer journey — pre, during and post interaction.

Self Service 189

Self Service Contact Center Virtual Agent Call Flow 189

West Monroe

JULY 27, 2017

Not only did it go from an online bookstore to one of the largest retailers in the world, but Amazon has now tapped contact centers. Amazon Web Services recently announced Amazon Connect – a simple and cost effective, cloud-based contact center technology that has left the contact center industry (and us) buzzing.

Contact Center 49

Contact Center Connections Virtual Agent Call Flow 49

NICE inContact

MARCH 28, 2019

It often eliminates the “on hold” frustration of voice calls and lets contact centers increase productivity by having agents work with 3 or 4 customers at the same time. If you can deflect even 10-20% of routine asks to a chatbot and let agents spend more time with customers than on after contact work — that is success!

Chatbots 149

Chatbots Self Service Virtual Agent Contact Center 149

Upstream Works

JANUARY 18, 2022

No area of business has been impacted by the great resignation more than the contact center. Many organizations were focused on improving customer experience and digitizing the contact center just two years ago. Today, the urgent problem experienced by a contact center is simply not being able to get enough bums in seats.

Contact Center 78

Contact Center Virtual Agent Self Service Knowledge Base 78

ShepHyken

DECEMBER 8, 2017

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.

Contact Center 44

Contact Center Customer Engagement Engagement Customer Service 44

Uniphore

JUNE 10, 2021

We also learned just how important contact centers are to our everyday lives. Today, as companies look past the pandemic, one thing remains certain: we now expect more from remote support centers than ever before. At Jacada, we recognized the challenges of overwhelmed—and often understaffed—contact centers early on.

Call Center 246

Call Center Self Service Contact Center Case Study 246

Lumoa

NOVEMBER 30, 2022

Another great idea to explore is offering a digital sales agent that is voice-enabled. In turn, the virtual agent may respond with talk-back capability, allowing seamless B2C interaction. Set up chatbots for a 24/7 contact center. Your virtual sales agent is already well-equipped to deal with this.

Retail 208

Retail Customer Experience Chatbots Ecommerce 208

Pointillist

SEPTEMBER 28, 2021

The pressure to reduce contact center costs is immense. But many contact center leaders struggle to achieve these outcomes while simultaneously improving customer satisfaction. Contact centers are now considered more than just service centers. Omnichannel Interaction Data is Siloed or Nonexistent.

Contact Center 40

Contact Center Customer Journeys Self Service How To 40

NICE inContact

SEPTEMBER 17, 2019

By combining NICE inContact with SmartAction’s AI-powered virtual agent, DSW ultimately found the right human-machine balance without compromising an ounce of CX. Access this webinar: From Brick & Mortar to Digital Superhero: DSW’s Journey to AI-Powered Virtual Agents.

Self Service 139

Self Service Virtual Agent Customer Experience Average Handle Time 139

NICE inContact

MARCH 28, 2018

In part one of the blog series, we looked at a framework for building a strong business case to invest in customer experience technologies. In this blog, we will take a deeper look at some of the Key Performance Indicators (KPIs) that drive enhanced customer experience and true financial benefits.

Self Service 120

Self Service Metrics Customer Experience Contact Center 120

AWS Machine Learning

AUGUST 30, 2023

QnABot allows you to quickly deploy self-service conversational AI into your contact center, websites, and social media channels, reducing costs, shortening hold times, and improving customer experience and brand sentiment. To integrate QnABot with Amazon Connect , see Connecting QnABot on AWS to an Amazon Connect call center.

Self Service 101

Self Service Contact Center Multi-Channel Knowledge Base 101

VDS

SEPTEMBER 17, 2020

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.

Virtual Agent 52

Virtual Agent Customer Service Self Service Contact Center 52

Talkdesk

MARCH 24, 2020

In my previous blog , I took you through the key characteristics of a true AI-powered knowledge base. Now, we’re going to dive into the different stakeholders within and outside of the contact center who will benefit from this evolution of the traditional knowledge base, and how you can use it to transform your customer experience. .

Knowledge Base 57

Knowledge Base Self Service Net Promoter Score Average Handle Time 57

Advantage Communications

AUGUST 14, 2019

In this blog we often talk about the innovative omnichannel technology that a modern outsourced call center will bring to your organization, and how those technologies will help your company realize significant benefits to your customer service strategy.

Omni-Channel 45

Omni-Channel Virtual Agent Customer Service Contact Center 45

BlueOcean

FEBRUARY 24, 2016

One of our most popular blog posts focuses on which contact center predictions from the past few years have come true in the world of outsourced customer service. In the contact center industry, this will be critical to how we evolve – and not just through the quality of the service experience via phone channel.

Customer Service 136

Customer Service Contact Center Call Center Self Service 136

Uniphore

JULY 21, 2021

Why are so many knowledge bases inefficient to use when contact centers invest so much money in them? See where your contact center makes its mark or could use a little improvement. Understanding the context for an interaction can not only ease the customer journey but make life easier for agents.

Self Service 130

Self Service Customer Service Management Knowledge Base 130

Interactions

DECEMBER 18, 2019

More and more companies are recognizing the importance in cultivating customer relationships and trust throughout the customer journey, including providing services through the contact center. AI and Agents: Better Together. Stay tuned for our next blog which will discuss predictions for the AI and CX space in 2020.

Trends 62

Trends Customer Experience Chatbots Contact Center 62

Interactions

SEPTEMBER 23, 2021

For their part, Collection agencies and organizations contacting those in arrears seeking payment of late bills will undoubtedly need to remain respectful of consumers’ rights. . One industry blog recommends, “treating borrowers like individuals; get them to pay what they can by appealing to their personalities.

Virtual Agent 62

Virtual Agent Government Financial eBook 62

Call Experts

MAY 8, 2019

Chatbots or virtual agents can address a wide range of features and questions to provide relevant analysis and efficient protocol. Develop sophisticated performance analytics that evaluates contact center metrics. More Blogs Menu. Understand top tier contact center operations and benefits.

Customer Experience 65

Customer Experience Call Center Contact Center Conference 65