UJET

DECEMBER 2, 2020

This means that companies are disappointing millions of customers and losing out on the opportunity to automate an increasing percentage of the inquiries they receive. The current generation of self-service solutions, intelligent virtual agents (IVAs), are smart, omni-channel systems that automate many types of inquiries.

Omni-Channel 72

Omni-Channel Contact Center Self Service Virtual Agent 72

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

TechSee

AUGUST 14, 2018

These systems are relevant for many verticals including healthcare, finance, weather prediction, call and chat centers, desktop apps, info kiosks and more. . Current state of DSS in contact centers. Call centers are highly stressed environments. Wrong inputs undermine the ability of the IDSS to identify the problem.

Contact Center 95

Contact Center System Average Handle Time Virtual Agent 95

UJET

DECEMBER 2, 2020

This means that companies are disappointing millions of customers and losing out on the opportunity to automate an increasing percentage of the inquiries they receive. The current generation of self-service solutions, intelligent virtual agents (IVAs), are smart, omni-channel systems that automate many types of inquiries.

Omni-Channel 56

Omni-Channel Contact Center Self Service Virtual Agent 56

Lumoa

JUNE 23, 2021

Did you know that American businesses risk losing a whopping $494 billion in revenue from poor customer care? In the age of smartphones, where support is only a click away, consumers have massive expectations when it comes to customer service.

Trends 208

Trends Self Service Contact Center Omni-Channel 208

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

Interactions

MAY 6, 2022

In customer experience, wasting time is one of the biggest pain points for consumers. In a recent survey, we found the top obstacles people experience when contacting customer service have to do with time, such as long wait times or wasted time due to inefficient processes. . Today’s consumers are busier than ever.

Virtual Agent 71

Virtual Agent Self Service Customer Experience Wait Times 71

TechSee

OCTOBER 9, 2018

Millennial consumer attributes. According to Accenture , Millennials have overtaken Baby Boomers as the largest consumer demographic, expected to account for 30% of retail sales — that’s $1.4 According to a report by Pew Research Center , 85% of Millennials say they use social media. She’s a Millennial.

Omni-Channel 359

Omni-Channel Self Service Customer Service Virtual Agent 359

TechSee

JANUARY 14, 2020

The global drive toward digital transformation has made its mark on contact center processes and operations, with Salesforce predicting last year that the use of AI by customer service teams would see a 143% increase by 2020. Why agents are embracing the change. Post-call analysis also benefits from AI.

Call Center 124

Call Center Self Service Virtual Agent Contact Center 124

Interactions

MAY 14, 2020

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. Changing Consumer Behavior. This month, we investigated just how much consumer behavior has changed since the pandemic.

Consumers 71

Consumers Self Service Contact Center Virtual Agent 71

Uniphore

JUNE 10, 2021

We also learned just how important contact centers are to our everyday lives. When the whole world went remote, people started calling in in record numbers, forcing businesses to reassess their customer service game. 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

TechSee

JANUARY 14, 2020

The global drive toward digital transformation has made its mark on contact center processes and operations, with Salesforce predicting last year that the use of AI by customer service teams would see a 143% increase by 2020. Redefining Contact Center Agents’ Careers. Specialization. Machine Supervisors.

Self Service 109

Self Service Virtual Agent Contact Center Call Center 109

BlueOcean

JANUARY 9, 2018

These technologies are sparking new expectations in today’s consumers on an almost daily basis. Long gone are the days when customers almost expected to experience IVR hell and would pretty much tolerate jaw-dropping wait times. Forget AI being the future of the contact center. AI is the now of the contact center.

Omni-Channel 191

Omni-Channel Customer Care Contact Center Case Study 191

Interactions

JUNE 10, 2022

Today, automation in the contact center is a necessity. Customers are busy and self-service provides a fast and efficient way for them to get things done. Consumers also recognize the benefits of using automated systems. What do customers consider the biggest deterrents of automated systems? . We asked 1,100 U.S.

Self Service 62

Self Service System Consumers Multi-Channel 62

Interactions

JUNE 25, 2020

The pandemic has accelerated the shift in consumer behavior. It takes decades to change consumer behavior, but this pandemic has done it in a matter of weeks. It has forced consumers to put aside whatever hesitations they had with online shopping and embrace it with both arms. Virtual Agents can help.

Self Service 71

Self Service Virtual Agent Customer Journeys Contact Center 71

NICE inContact

MARCH 28, 2019

Chat is a favorite interaction channel for customers and is increasingly offered as an option on websites and mobile apps. In our NICE inContact CX Transformation Benchmark , chat has the highest satisfaction of all channels with 47% of consumers saying they were very satisfied with chat, as it provides convenient, quick, and helpful service.

Chatbots 149

Chatbots Self Service Virtual Agent Contact Center 149

UJET

NOVEMBER 3, 2020

AI (artificial intelligence) customer service tools weren’t designed to replace your agents. They were designed to help your agents deliver a better customer experience. To truly modernize your customer service, you don’t need to choose between AI or human involvement. You need both.

Virtual Agent 82

Virtual Agent Customer Service Gamification Contact Center 82

TechSee

APRIL 21, 2021

consumers have required assistance during the COVID-19 pandemic. 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 Call Center Solutions that Drive Value. According to a 2021 survey, 65% of U.S.

Call Center 136

Call Center Self Service Innovation Contact Center 136

UJET

NOVEMBER 3, 2020

AI (artificial intelligence) customer service tools weren’t designed to replace your agents. They were designed to help your agents deliver a better customer experience. To truly modernize your customer service, you don’t need to choose between AI or human involvement. You need both.

Virtual Agent 72

Virtual Agent Customer Service Gamification Contact Center 72

UJET

JUNE 25, 2021

As the world begins to reopen post-COVID-19, customer experience is more important than it’s ever been, with 80% of companies saying their core business model needs to go and/or stay digital to remain economically viable. But this creates its own concern, as consumers are continually using more devices in more ways to access support.

Customer Journeys 82

Customer Journeys Customer Experience Contact Center Omni-Channel 82

Interactions

JULY 2, 2020

Agencies work tirelessly to update day-to-day contact center operations to drive profitability despite a competitive industry landscape. 2020 has brought on a perfect storm for the collections space with more debt and high delinquency rates due to the pressure put on consumers from the economic effects of COVID-19. .

Virtual Agent 77

Virtual Agent Contact Center Financial Consumers 77

Tricia Morris

MAY 18, 2015

Customers are changing the game when it comes to customer service, by changing the channels they use most. While the voice of the customer may be heard less often over the phone, it is clearly stating a growing preference for digital engagement. Contact centers are working to address this growing and changing channel use.

Contact Center 40

Contact Center Self Service Customer Service eBook 40

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. Lose prediction, and you’ve lost the game – not to mention your customers. Can we Evolve Customer Experience to Keep Pace with Changing Consumer Habits?

Customer Service 136

Customer Service Contact Center Call Center Self Service 136

Interactions

JULY 2, 2020

Agencies work tirelessly to update day-to-day contact center operations to drive profitability despite a competitive industry landscape. 2020 has brought on a perfect storm for the collections space with more debt and high delinquency rates due to the pressure put on consumers from the economic effects of COVID-19. .

Virtual Agent 62

Virtual Agent Contact Center Financial Consumers 62

TechSee

MAY 28, 2019

Call deflection is the process of routing a customer enquiry to an alternative service channel. The goal is both to ensure customers receive the answers they are seeking in the most efficient manner and to reduce the number of inbound calls routed to human agents. Proactive customer communications.

Self Service 122

Self Service Strategy Chatbots Contact Center 122

Think Customers

OCTOBER 4, 2021

Customers want to reach brands on their own terms, whenever, wherever. Chatbot and messaging capabilities are the essential tools needed to provide this 24/7, personalized customer service. Let’s explore their differences to find the right fit for customer needs. But these two platforms aren’t interchangeable. What’s a chatbot?

Chatbots 52

Chatbots Self Service Contact Center Omni-Channel 52

Playvox

SEPTEMBER 1, 2021

Focused on serving the needs of customers, helping them solve problems, teaching them how to use products, and answering their questions, customer service agents are central to business growth and effective operations. The Future of Customer Service Channels is Now. Every day, more than 2.5

Customer Service 68

Customer Service Contact Center Virtual Agent Competitive Advantage 68

Interactions

JULY 29, 2020

Power Utilities expert Andrew Heath believes senior utility execs are fast realizing focusing on customer engagement is no longer a “nice-to-have” but is instead a must-have, especially across digital channels. Virtual agents can support an omnichannel approach to customer service.

Self Service 71

Self Service Contact Center Virtual Agent Call Center 71

NICE inContact

NOVEMBER 16, 2018

When it comes to reducing expenses within contact center operations, one of the best ways to do so is to reduce the amount of time that live agents spend on the phone. With that being said, one of the biggest time-consumers of live agent minutes comes from repetitive and tedious data gathering.

Virtual Agent 122

Virtual Agent Contact Center Data Average Handle Time 122

Interactions

SEPTEMBER 23, 2021

As a result, many consumers are now worried about falling further behind in their bills and payments, without the safety net of extended payment moratoriums. The signals that many individual consumers and households were in for a rough time were strong. The Current Challenge. “These periods of forbearance will eventually end.

Virtual Agent 62

Virtual Agent Government Financial eBook 62

Call Experts

MAY 8, 2019

Customer success analytics tools are essential for growing businesses. As technology advances and improves, experienced business experts are discovering that AI is the best tool for transforming the Digital Customer Experience. 45% enhancements in customer ratings. 95% growth in the numbers of new customers.

Customer Experience 65

Customer Experience Call Center Contact Center Conference 65

TechSee

OCTOBER 23, 2018

Personalization as a driver in customer service. Delivering personalized customer service is more than just addressing a customer by name in an automated email, or segmenting by interest; it is a way to capture the customer’s attention and create a level of engagement that is authentic and relevant at every stage of the customer journey.

Tools 157

Tools Customer Service Chatbots How To 157

Kustomer

JUNE 10, 2021

Listen and subscribe to our podcast: In this episode of the Customer Service Secrets Podcast , Gabe and Vikas are joined by Vasili Triant to talk about all things digital CX. Vasili is the Chief Operating Officer at UJET, a partner of Kustomer, creating a product that delivers the ultimate experience for the modern consumer.

Contact Center 97

Contact Center Consumers Interaction CRM 97

ShepHyken

OCTOBER 5, 2020

Each week I read a number of customer service and customer experience articles from various resources. Forever-Changed Buying Patterns Mean Rethinking Customer Loyalty by Mary Jo Yafchak. Time to pay attention and meet your customers where they are. Sharpen Technologies) 2020 didn’t cancel National Customer Service Week.

Customer Service 65

Customer Service Hospitality Virtual Agent Loyalty 65

CSM Magazine

FEBRUARY 4, 2022

Chatbots and virtual assistants are at the epicenter of the customer service revolution. And it’s clear that customers are open to these emerging technologies to help make that happen. The emergence of chatbots has got customer support workers worrying about their future. Expectations have shifted.

Customer Experience 52

Customer Experience Chatbots Call Center Knowledge Base 52

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. What are its advantages for contact centers? However, this virtual agent can execute some jobs better than other interfaces.

Contact Center 52

Contact Center Chatbots Virtual Agent Call Center 52

TechSee

FEBRUARY 20, 2018

Customer self-service refers to customer-initiated interaction technologies that enable customers to access information and perform routine tasks without requiring the assistance of a live customer service representative. Drivers for customer self-service.

Self Service 132

Self Service Virtual Agent Knowledge Base Contact Center 132