Hold times are unacceptable – now more than ever

Interactions

Naturally, I picked up the phone and dialed their 800 number to schedule my delivery, only to be put on hold for over 25 minutes before speaking to an agent. Without automation and self-service, every customer requires an agent’s help to resolve their query. Virtual Agents can help.

Customer Self-Service: Pros, Cons, Examples

TechSee

Download our eBook: What Self Service Will Look Like in 2025 . Monitoring and analyzing usage of alternative service channels with virtual assistance is more complex.

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5 Tips for Successful Business Continuity Planning for Contact Centers

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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. Streamline messaging and communication.

Conversational AI and Banking

Interactions

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. Technology, when applied properly, has a huge opportunity to take away the risk that human agents create. .

How to Create a Patient-centric channel deployment

Interactions

Or you had to repeat your reason for calling to multiple different agents? Create Access to Ideal Patient Communication. Improve Agent Productivity & Engagement. Patients today are involved in their healthcare journeys more than ever before.

The Pivot to 100% Remote Training in the Contact Center

BlueOcean

The key, of course, was that everything, including agent training, had to pivot to a virtual environment. Trust us, we learned the hard way a few years ago when we first got into broadscale remote training for WAH agents!). Communication is key.

The Assets of a Chatbot for your Customer Journey

Inbenta

This digitalization transforms their habits and confronts them with a multiplication of communication channels. A virtual agent makes it possible to find, via a simple conversation, a multitude of information in an instantaneous way. Why transform your customer journey?

4 Steps for a better Digital Experience

Interactions

In the last few years, businesses have been in a race to add channels of communication to better reach their customers where they are. agent/employee experience. This will evaluate the agent experience as well as how business systems work together currently.

Consumer Behavior is Changing, and it’s AI’s time to Shine

Interactions

From conducting more business over video meetings, to doing more shopping via apps and over the phone, people’s behavior and perspective of virtual interactions has changed for good over the past few months. Everyone is talking about The New Normal.

Increase Productivity and Improve Employee Retention with HR Service Automation

Inbenta

Efficient, consistent and streamlined communication. Keeping all employees on the same page and streamlining communication has become an additional challenge with Covid-19. To learn more on this topic, download our latest ebook!

4 Steps for a Better Digital Experience

Interactions

In the last few years, businesses have been in a race to add channels of communication to better reach their customers where they are. agent/employee experience. This will evaluate the agent experience as well as how business systems work together currently.

2017 Is Out, 2018 Is In – What Will Customer Service Look Like This Year?

Comm100

There are several ways that companies intend to reduce friction for customers, and; one of those ways is by through reducing friction for agents. Many businesses believe that the key to the customer experience lies in the quality of the agent experience. That’s why in 2018, companies will look to create a frictionless customer experience by better empowering agents to do their jobs. Recommended for you: [eBook] Improve Your Customer Experience: An Action Plan for CX Success.