Uniphore

FEBRUARY 8, 2017

The State of Virtual Agents. There’s no denying that virtual agents – or “chat bots” (or simply, bots) – are experiencing a tremendous resurgence in interest, and along with that, a rapid advance in innovation and technology.

Virtual Agent 100

Virtual Agent Chatbots Innovation Technology 100

Uniphore

FEBRUARY 8, 2017

There’s no denying that virtual agents – or “chat bots” (or simply, bots) – are experiencing a tremendous resurgence in interest, and along with that, a rapid advance in innovation and technology.

Virtual Agent 100

Virtual Agent Chatbots Innovation Technology 100

SaleMove

JANUARY 20, 2021

In our previous blog in The Times They Are a-Changing: Talent in the Contact Center Series , we discussed how virtual agents, or bots, are transforming the contact center workplace, pushing live human agents to become strategic troubleshooting experts and managers to become agent coaches. But what about the bots?

Virtual Agent 98

Virtual Agent Contact Center Management How To 98

Uniphore

AUGUST 12, 2021

Alexa, Siri, Google Assistant—virtual assistants have transformed how we interact with technology and what we expect from it. Multimodal Virtual Agents allow customers to tap, text and talk to get more done , with little effort. Multimodal Virtual Agent Implementation and Best Practices. View Webinar.

User Experience 246

User Experience Virtual Agent Self Service Contact Center 246

One Millimeter Mindset

SEPTEMBER 29, 2021

Professionally reset with these four blog posts. Plus, you may not have had time to thoroughly read these September blog posts. You just may find that each blog post offers you a new reflection, advice, actionable insight, or tip that is even more relevant and valuable as you reflect upon the past month. Pause and breathe.

Innovation 88

Innovation Travel Leadership Meeting 88

Comm100

MAY 23, 2023

This blog will help you on your way, providing the top automated customer service examples that can be used across industries. In this blog, we will cover some of the most common automated customer service examples that you could adopt to improve your team’s and agents’ efficiency and productivity.

Examples 177

Examples Customer Service Chatbots Knowledge Base 177

SaleMove

JANUARY 20, 2021

In our previous blog in The Times They Are a-Changing: Talent in the Contact Center Series , we discussed how virtual agents, or bots, are transforming the contact center workplace, pushing live human agents to become strategic troubleshooting experts and managers to become agent coaches. But what about the bots?

Virtual Agent 52

Virtual Agent Contact Center Management How To 52

BlueOcean

OCTOBER 4, 2023

But what mix of live agents versus AI is best for your business? We cover all that and more below. Customers are significantly more likely to purchase from a brand again when information and support is offered in their language. Additionally, as we’re fond of saying, happy agents make happy customers. And what about offshore?

Contact Center 310

Contact Center Customer Care Average Handle Time Consumers 310

Uniphore

JANUARY 4, 2022

Self Serve Omnichannel AI-driven intelligent virtual assistant (IVA). Trust Frictionless agent verification. Assist Agent co-pilot with real-time call transcription and AI guidance that automates after call work. See how Emotion AI is reshaping how we connect with customers in the virtual workplace. U-Self Serve.

Contact Center 317

Contact Center Innovation Multi-Channel Customer Retention 317

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

Uniphore

JUNE 10, 2021

Our solution: educate centers on the power of automation and empower agents to use technology to their advantage. Along the way, we learned a lot about the obstacles customers and agents face today. 0% Security issues with Agents at Home. Drive Agent Satisfaction to Drive Customer Loyalty. Make Legacy Tech Work Smarter.

Call Center 246

Call Center Self Service Contact Center Case Study 246

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. Once they are put into production, bots will need supervision similar to live agents – to make sure that they are “behaving” and achieving the desired results. Stay tuned to find out more!

Virtual Agent 52

Virtual Agent Contact Center Meeting Insurance 52

Lumoa

NOVEMBER 30, 2022

Incorporate a digital sales agent. The most common feature of a conversational AI strategy is the use of a virtual sales agent. You might expect this digital sales agent to provide links to useful resources on your website. For starters, your virtual sales agent should be a) visible and b) obvious as to its purpose.

Retail 208

Retail Customer Experience Chatbots Ecommerce 208

Comm100

NOVEMBER 28, 2022

“More and more colleges are deploying virtual assistants or chatbots to communicate with students on all aspects of college life, creating a virtual “one-stop-shop” for student queries. With agents freed from responding to the most repetitive queries, the knock-on benefits are many. Automation takes off.

Trends 219

Trends Customer Service Chatbots Omni-Channel 219

West Monroe

JULY 24, 2017

These intelligent agents are making our lives so easy. Virtual Agents will be used more (often the first point of contact) and can be described as a computer generated, animated, artificial intelligence virtual character that serves as an online customer service representative. You’ve got to start somewhere!

Virtual Agent 53

Virtual Agent Contact Center Self Service Technology 53

BlueOcean

MARCH 13, 2023

Talk of ChatGPT is everywhere from your LinkedIn feed to the evening news to, yes, this blog. They also are convinced AI will improve customer service efficiency and can match the service level of human agents. However, AI tools like ChatGPT can also serve in the capacity of a virtual assistant to frontline contact center agents.

Contact Center 156

Contact Center Customer Experience Self Service Chatbots 156

BirdEye

MARCH 29, 2024

That’s why we’ve created this blog that features seven networks that every realtor should be a part of. How can real estate agents effectively use social media for marketing? These platforms can transform how you connect with clients and improve your real estate reputation management.

Social Media 59

Social Media Tips Sales Advertising 59

ShepHyken

APRIL 5, 2019

These virtual customer experience tools are transforming the way that companies interact with their customers in the contact center environment. Initially, chatbots were little more than a method deployed to take some of the weight off contact centers and their agents. Chatbots are more than just automated FAQ answer generators.

Chatbots 114

Chatbots Customer Experience Contact Center Ecommerce 114

ShepHyken

JANUARY 18, 2019

By deploying an intelligent virtual assistant in this scenario, these simple transactions can be automated by processing each inquiry and delivering the correct responses in the same time it would take an agent to search your knowledge base. These agents will be more skilled and will function more as account managers than reps.

Customer Experience 92

Customer Experience Contact Center Airlines Average Handle Time 92

Comm100

JUNE 23, 2022

In this blog, we’ll look at the top reasons why universities and colleges are choosing Comm100 Live Chat. With chat routing in place, every student gets the right support from the agent best suited to understand their problem. Read more: Dawson College Holds Virtual Open House with Live Chat & Video Engagement. 24/7 support.

Chatbots 196

Chatbots Self Service Video Wait Times 196

NICE inContact

APRIL 4, 2019

Businesses of all types and sizes use virtual receptionists to route their customer’s calls based on a menu selection. . Auto Attendants are like a virtual switchboard, often replacing the need for a dedicated resource to answer the phone. Here’s how it works: Virtual receptionists “greet” you with a simple menu.

Self Service 136

Self Service Call Center Contact Center Customer Satisfaction 136

Uniphore

JULY 21, 2021

Knowledge Base Consolidation It’s estimated that agents spend 20% of their time working to understand questions and search a knowledge base for the correct information. It’s far too easy for knowledge to end up in silos, where it may not be accessible to an agent in a time of need.

Self Service 130

Self Service Customer Service Management Knowledge Base 130

kommunicate

NOVEMBER 2, 2023

Last Updated on November 3, 2023 We all know how chatbots are powerful virtual agents that can help you in a myriad of tasks, including automating customer support, answering FAQs, etc. The post Convert your Salesforce FAQ into a Chatbot appeared first on Kommunicate Blog.

Chatbots 59

Chatbots Virtual Agent CRM System 59

Uniphore

OCTOBER 21, 2021

This empowers contact center agents to deliver highly effective, personalized and empathetic interactions. Top enhancements and benefits of Uniphore’s CA platform include: Industry’s Most Advanced Agent-Assist Solution. Superior Business User Friendly UX. Superior Business User Friendly UX.

Self Service 189

Self Service Contact Center Virtual Agent Call Flow 189

ShepHyken

JANUARY 3, 2020

Unfortunately, some team leaders fail to get the most out of their customer support agents, leading to low morale and higher turnover. Managing staff is far too big a topic for a single blog post. The Shep Hyken blog has some great resources on hiring the right staff and training them to become better problem solvers.

Gamification 77

Gamification How To Contact Center Software Contact Center 77

ShepHyken

AUGUST 31, 2018

This is particularly important during peak hours, emergencies and the usual holiday havoc – not only can AI can predict the support demand for human support agents, but AI can also respond casually as if it is its normal work day. Virtual assistants. Faster reaction time. Forget IVRs and long wait times.

Self Service 73

Self Service Chatbots Social Media Insurance 73

SaleMove

JULY 22, 2022

Glia’s AI-powered banking chatbot offers much-needed relief to call centers, freeing up agent time to focus on personal, high value conversations. The post How AI-Powered Virtual Assistants Can Improve Employee Retention appeared first on Glia Blog | Digital Customer Service Explained.

Call Center 88

Call Center Chatbots Banking Customer Service 88

Comm100

NOVEMBER 18, 2021

This blog will look at the top 5 reasons why higher education institutions need to adopt live chat and chatbots if they want to acquire, engage, and retain today’s students. It also typically has lower response times because agents can concurrently respond to multiple chats. Moreover, they need to cater to their online expectations.

Chatbots 173

Chatbots Video Wait Times Ecommerce 173

kommunicate

NOVEMBER 21, 2020

Google Dialogflow recently introduced Dialogflow CX (Customer Experience) – a powerful tool for creating advanced virtual agents. Dialogflow CX provides a new way of designing virtual agents, taking a state machine approach to agent design.

Virtual Agent 98

Virtual Agent How To User Experience Tools 98

Uniphore

AUGUST 6, 2021

In our webinar, What Your Call Center Agents Rant About on Social Media , we went beyond the annual Voice of the Employee survey to explore how agents really view the contact centers they work in—and why they’re leaving at an alarming rate. Why Your Agent Experience Matters to Your Customer Experience—And Your Bottom Line.

Self Service 246

Self Service Contact Center Knowledge Base Call Center 246

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. Today, live agents are optimized to help customers more quickly on complex needs.

Self Service 139

Self Service Virtual Agent Customer Experience Average Handle Time 139

NICE inContact

NOVEMBER 20, 2017

Front-end IVR allows the collection of data from the caller, which enables you to optimize routing and—once the caller is connected to an agent—personalize the interaction. Offloading interactions from costly agent-assisted voice calls to the IVR will reduce call volume for your agents, which in turn helps reduce queue times.

Self Service 241

Self Service Interaction Multi-Channel Contact Center 241

NICE inContact

JANUARY 16, 2019

For many companies, making outbound calls and texts to customers makes up a large volume of everyday work that their live agents handle today. However, these repetitive call types need to be made hundreds of times per day, and can often make up a large part of a live agent’s daily routine. However, robocalls don’t work either.

Contact Center 120

Contact Center ROI Virtual Agent Call Center 120

ShepHyken

MAY 11, 2018

Technology and reality: With technology advancing leaps and bounds, virtual reality and augmented reality is catching up, and you need to be ready to leverage it as a service tool. In stark contrast with video, engagement is 100% with virtual or augmented reality , and it is time to think and invest in it.

Trends 98

Trends Customer Service Video B2B 98

CX Accelerator

JULY 1, 2020

While virtual hiccups are bound to happen, employees likely prefer the reduced commute from 45 minutes to 22 steps. Third, companies who are not set up to work virtually or it is not possible. Back To CX Accelerator Blog With the proper tools in place, employees have adapted to their new normal. Digital First.

Contact Center 266

Contact Center Call Center Call Center Solutions Roadmap 266

ShepHyken

NOVEMBER 29, 2019

Users can consume your products/services without a browser, talk to a customer service agent, use your app during product research, and much more. The mobile app experience seamlessly integrates with pioneering technologies like artificial intelligence, augmented and virtual reality and big data analytics to offer engaging experiences.

Technology 130

Technology Customer Experience Social Media Multi-Channel 130

NICE inContact

JULY 25, 2019

Recruiting excellent agents can be a challenging task. Retaining call center agents doesn’t occur by chance, it happens by implementing practical, proven retention tactics. Retaining call center agents doesn’t occur by chance, it happens by implementing practical, proven retention tactics. 3) Keep Your Agents Challenged.

Call Center 141

Call Center Gamification Contact Center Social Media 141