Consumers eBook Survey Virtual Agent 
Interactions
AUGUST 29, 2022
Virtual agents have come a long way. When technology falls flat, so does the relationship between a brand and consumer. . Secondly, we can expect the future of enterprise virtual assistants to expand capabilities for greater benefits to the business and the customer (and the agents). But what’s next?
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.
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Interactions
MAY 28, 2020
As governments plan a phased approach to open up businesses, consumers are both excited and cautious about their safety and welfare. A recent survey by Deloitte asked people whether they agree with the statement: “I feel safe going to the store right now.” Are you ready for AI or Virtual Agents? ” .
Tricia Morris
MAY 18, 2015
For the first time in the history of Forrester Research’s North American Consumer Technographics Customer Life Cycle Survey , respondents now say they are using self-service FAQ pages on a company’s website more often than speaking with a live agent on the phone. But adapting to this change continues to prove challenging.
Comm100
FEBRUARY 16, 2018
According to CCW Digital’s Report, 61% of companies agree that agent coaching is a top investment priority for 2018. Other agent investment priorities include training (as listed by 57% of companies surveyed), quality monitoring and management (54%), dashboards (53%) and scheduling and forecasting (50%).
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