UJET

DECEMBER 10, 2020

Contact centers have more in common with sports teams than you might think. And there’s a very simple way to unlock each of your customer service agent’s full potential—give them a rock-star number two player. Don’t worry, we’re not suggesting you double your workforce; we’re suggesting you give your agents a virtual sidekick.

Virtual Agent 72

Virtual Agent Customer Service Self Service Average Handle Time 72

UJET

DECEMBER 10, 2020

Contact centers have more in common with sports teams than you might think. And there’s a very simple way to unlock each of your customer service agent’s full potential—give them a rock-star number two player. Don’t worry, we’re not suggesting you double your workforce; we’re suggesting you give your agents a virtual sidekick.

Virtual Agent 72

Virtual Agent Customer Service Self Service Average Handle Time 72

BlueOcean

OCTOBER 22, 2020

Tight communication between all stakeholders (trainers and trainees) and support functions (hello, IT, we’re looking at you here) is essential. In the remote environment, where more factors are outside of your control, trainers need to expect the unexpected – especially regarding potential technology issues. Communication is key.

Contact Center 156

Contact Center Training Effort Score Virtual Agent 156

Interactions

APRIL 9, 2020

And when it comes to customer experience, it’s important that especially during times of uncertainty and chaos, communication is still efficient and customers have the ability to ask questions and get answers without frustration. Technology can pose a larger challenge, depending on the systems being used.

Contact Center 71

Contact Center Virtual Agent Tips Case Study 71

CSM Magazine

MAY 24, 2023

Claude is the latest addition to the Contact Center team, and he’s already making waves. As an AI assistant, Claude is designed to streamline the customer service experience, making it faster and more efficient for both customers and agents.

Contact Center 52

Contact Center Virtual Agent Exceptional Customer Service Video 52

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

Playvox

JANUARY 13, 2022

If your contact center is planning for the future, be sure to make employee experience and getting the right technology in place top priorities. We recently participated in a discussion with two industry experts that focused on megatrends that will impact contact centers in 2022. Technology always needs focus.

Contact Center 79

Contact Center Trends Omni-Channel CRM 79

NobelBiz

JANUARY 10, 2021

Mobility, flexibility, automation… the development of chatbots is the inevitable result of a ten-year technological convergence that has swept across all companies and contact centers. The chatbot, as a conversational robot embedded into a messaging app, enables the creation of a new communication experience with users.

Contact Center 52

Contact Center Chatbots Virtual Agent Call Center 52

Lumoa

JUNE 23, 2021

In the past, contact centers could stay ahead of the curve as long as they ensured to utilize the right solutions and tools to service customers. According to a survey, CCaaS will grow to be the favored adoption model by 50% of contact centers by 2022.

Trends 208

Trends Self Service Contact Center Omni-Channel 208

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

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

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

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. Omnichannel Communications.

Contact Center 64

Contact Center Omni-Channel Virtual Agent Communication 64

ShepHyken

JANUARY 4, 2022

They discuss how to use AI and automation to increase efficiency, capacity, and effectiveness within your contact center and ultimately deliver a better customer experience. How can customers move through different modes of communications, including voice and digital channels, seamlessly without having to repeat their stories?

Virtual Agent 127

Virtual Agent Contact Center Consulting Communication 127

TechSee

APRIL 21, 2021

These growing call volumes – coupled with the continuous need for cost optimizations – have driven the demand and adoption of artificial intelligence (AI) in call centers. AI is moving forward rapidly, with contact center AI software continuously evolving and dramatically improving, and ultimately delivering more value. .

Call Center 136

Call Center Self Service Innovation Contact Center 136

Avaya

APRIL 10, 2019

She also is a widely recognized expert in the communications field, with specialty areas of VOIP/UC, collaboration, and managed/hosted/cloud communications services. 2 technology they expect to transform Digital Customer Experience (DCX), behind customer success analytics tools.

Contact Center 71

Contact Center Self Service Virtual Agent Analytics 71

NobelBiz

MAY 24, 2021

The difference between on-premise vs. cloud contact center is a topic that has become increasingly prominent in the industry. The main difference between on-premise vs. cloud contact center is that the cloud contact center will not go out of commission if the facility where it’s hosted goes offline.

Contact Center 52

Contact Center Call Center Software Virtual Agent 52

TechSee

OCTOBER 9, 2018

The key to reaching this powerful demographic is by understanding that technology is central to their being. This penchant for technology has shaped their consumer behavior and preferences, and brands must tailor their customer service strategies to suit Millennials’ attributes. 5 Enabling technologies to reach Millennials.

Omni-Channel 359

Omni-Channel Self Service Customer Service Virtual Agent 359

CSM Magazine

SEPTEMBER 17, 2020

With the COVID-19 crisis causing a significant increase in customer inquiries, more businesses are turning to Conversational AI to sustain and improve customer and employee communications. Simplifying the creation and maintenance of virtual agents across the enterprise is critical. A Platform to Handle Complexity. Accurate NLP.

Omni-Channel 98

Omni-Channel Tools Virtual Agent Customer Service 98

BlueOcean

JANUARY 9, 2018

Siri, Alexa, and OK Google… these are the virtual interactions that Sci-Fi movies have portrayed for decades past. These technologies are sparking new expectations in today’s consumers on an almost daily basis. Instead, in addition to self-serve customer service , the majority of interactions will be driven by AI technology.

Omni-Channel 191

Omni-Channel Customer Care Contact Center Case Study 191

Lumoa

NOVEMBER 30, 2022

Now, technologies such as AI and machine learning are driving highly personalized customer experiences. 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. Drawbacks of conversational AI.

Retail 208

Retail Customer Experience Chatbots Ecommerce 208

Upstream Works

JANUARY 18, 2022

Remote working has been significantly accelerated, as have the technologies used to support it. 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.

Contact Center 78

Contact Center Virtual Agent Self Service Knowledge Base 78

CSM Magazine

NOVEMBER 3, 2022

Waterfield Tech, a leading global customer engagement solutions provider, today announced research findings detailing a significant lag in the adoption of conversational AI in the contact center. Additional findings from Waterfield Tech’s research include: The Value of Investing in the Contact Center. 80% are using voice.

Virtual Agent 52

Virtual Agent Telecommunications Contact Center Customer Experience 52

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.

Contact Center 40

Contact Center Customer Journeys Self Service How To 40

NobelBiz

JANUARY 10, 2021

For some time now, Chatbots have become famous in contact centers. It is an artificial intelligence tool that can be described as a virtual agent. As a result, a Chatbot is presented as a real solution for improving customer experience in a call center. And what are the rules for implementing such technology?

Call Center 52

Call Center Chatbots Virtual Agent Contact Center 52

VDS

SEPTEMBER 17, 2020

Emerging technologies help companies reduce average handle time (AHT), increase customer satisfaction (CSAT), and increase profitability. The idea is to let technology handle mundane tasks, nuisance calls, and authentication, so your agents can focus on everything else. Intelligent Virtual Agent (IVA).

Virtual Agent 52

Virtual Agent Customer Service Self Service Contact Center 52

Interactions

SEPTEMBER 2, 2021

Bank technology is shifting. Specifically, the automated customer service technology. Once only powered by human agents, the first automated technology that was introduced in the contact center acted mainly as a way to redirect calls to the right department.

Banking 62

Banking Self Service Virtual Agent eBook 62

TechSee

MAY 28, 2019

For that reason, successful call deflection strategies allow enquiries to be deflected to self-service channels such as FAQs, live chat, community forums, knowledge center databases and virtual agents. He navigates to the Contact Us page of the supplier’s website and easily finds the Customer Support phone number.

Self Service 122

Self Service Strategy Chatbots Contact Center 122

TechSee

MARCH 19, 2019

Hire some agents, train them, and use standard contact center KPIs to measure how well they perform. When a virtual agent fields a customer’s enquiry, collects all relevant details and passes it to a human agent for final approval, how should average handling time ( AHT ) be measured? Total Cost Per Contact.

Self Service 146

Self Service Metrics Contact Center Virtual Agent 146

Interactions

JULY 2, 2020

Agencies work tirelessly to update day-to-day contact center operations to drive profitability despite a competitive industry landscape. Collections agents will feel the effects of this increase in volume. Being a contact center agent in the collections space is no easy task. But why now? What’s changed?

Virtual Agent 77

Virtual Agent Contact Center Financial Consumers 77

NobelBiz

FEBRUARY 21, 2023

Call centers have developed dramatically over the past few years and will continue to do so in 2023. While most classic contact center technologies will continue to be utilized, most will be replaced by chatbots, cloud technologies, AI, and remote work, enabling businesses to enhance the customer experience and save expenses.

Call Center 52

Call Center Omni-Channel Trends Contact Center 52

NobelBiz

FEBRUARY 15, 2023

Call centers have developed dramatically over the past few years and will continue to do so in 2023. While most classic contact center technologies will continue to be utilized, most will be replaced by chatbots, cloud technologies, AI, and remote work, enabling businesses to enhance the customer experience and save expenses.

Call Center 52

Call Center Omni-Channel Trends Contact Center 52

TechSee

NOVEMBER 13, 2018

Take a peek into the latest issue of Super-Agent: The contact center is at its wits end. The customers are getting frustrated and the contact center is in trouble! But Super-Agent’s biggest feat is introducing visual technology, giving Boti the ultimate gift – the gift of vision.

Chatbots 84

Chatbots Virtual Agent Contact Center Innovation 84

Playvox

SEPTEMBER 1, 2021

The most important factor to consider when communicating with customers is to deliver personalized and contextual interactions. So it is important to understand customer needs and adopt technologies to handle their requests through the channels they want to use. Face-to-Face Video Communications. Intelligent Virtual Agent.

Customer Service 68

Customer Service Contact Center Virtual Agent Competitive Advantage 68

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. Retain the Human Element.

Contact Center 44

Contact Center Customer Engagement Engagement Customer Service 44

CSM Magazine

MARCH 18, 2021

Companies such as Bosch, Daimler, Henkel, Lufthansa and, more recently, BioNTech are automating their customer communication in a smart way. We spoke with Sebastian Glock, Technology Evangelist of Cognigy, who explains why bots have an image problem and how companies can actually save on service costs while making customers happier.

Customer Service 75

Customer Service Virtual Agent Chatbots Contact Center 75

Interactions

JULY 2, 2020

Agencies work tirelessly to update day-to-day contact center operations to drive profitability despite a competitive industry landscape. Collections agents will feel the effects of this increase in volume. Being a contact center agent in the collections space is no easy task. But why now? What’s changed?

Virtual Agent 62

Virtual Agent Contact Center Financial Consumers 62