contact-center-automation 
TechSee
MAY 23, 2023
However, improving contact center efficiency cannot come at the cost of delivering a great customer, agent, or technician experience. Automation is the answer to service industry staffing shortages and efficiency requirements. What is an automated visual flow? This quick flow consists of just three or four steps.
Uniphore
JUNE 21, 2021
Robotic Process Automation (RPA) technology is dramatically improving contact center efficiency and agent productivity. Automating the right processes can pay huge dividends — from error reduction to shorter call times — creating a measurably better customer experience (CX) and employee experience (EX). A faster ROI.
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NICE inContact
APRIL 29, 2020
Since the dawn of the contact center, there has never been a larger impact than the one we face with COVID-19. Many contact centers unprepared for a dramatic increase in customer contacts have scrambled to develop work from home plans and ramped up the use of self-service and automation.
NICE inContact
APRIL 29, 2020
Since the dawn of the contact center, there has never been a larger impact than the one we face with COVID-19. Many contact centers unprepared for a dramatic increase in customer contacts have scrambled to develop work from home plans and ramped up the use of self-service and automation.
Speaker: Gary Davis, SmartAction CEO
Join us for this webinar as Gary Davis, SmartAction CEO, shares insights and best practices for implementing AI virtual agents in the contact center. After deploying conversational AI for more than 100 leading brands, we’ve learned a few lessons on what can make — or break –– the automated customer experience.
InMoment XI
APRIL 24, 2024
In the dynamic landscape of healthcare, where patient care is paramount, the role of healthcare contact centers has emerged as a vital component in ensuring seamless communication and efficient service delivery. What is a Healthcare Contact Center? Why are Healthcare Contact Centers Important?
InMoment XI
OCTOBER 5, 2023
A lot of customer experiences hinge on your contact center’s effectiveness, which is why it’s important to ensure it’s a resource your customers find helpful, professional, and expedient. However, building an effective, consistent contact center experiences can be overwhelming.
Speaker: Tom Lewis, CEO of SmartAction
This means more and more companies are implementing cloud-based virtual agents that automate conversations traditionally handled by live agents, all of which can be done across several different channels. However, a common concern exists among both contact centers and customers: does this switch to self-service degrade the quality of service?
Speaker: Tom Lewis, CEO of SmartAction
Register now to hear Tom Lewis, CEO of SmartAction, discuss how leading contact centers are leveraging the power of conversational AI through cloud-based virtual agents that automate the call types and chats traditionally handled by live agents. How cloud-based AI automation integrates with every IVR / contact center platform.
Speaker: Rick Nucci, Co-Founder & CEO of Guru
With the advent of chatbots, artificial intelligence, interactive voice response, and machine learning, novel technologies continue to disrupt the contact center industry. These advances initially gave the impression that automation will replace the human element. November 6th, 2018 9:00 AM PST, 12:00 PM EST, 4:00 PM GMT.
Speaker: Brian Morin & Helena Chen from SmartAction
However, there is no denying there are fewer call center jobs today as self-service capabilities have expanded. In the macro view, the benefits of AI-powered automation are undeniable – but in the micro view, real humans get caught in the wake of progress. How AI is changing the role of both call center agents & contact center leaders.
Speaker: Tiffany Anderson, Director CX Process/Initiatives, Purchasing Power & Brian Morin, CMO, SmartAction
Everyone knows they need to implement conversational AI to automate more calls and chats, but there’s just one problem: conversations with machines aren’t easy. Insights from a contact center leader who’s done it with proven success. A plan for your contact center to introduce AI automation in the next six months.
Speaker: Sofia Burton & Tiffany O'Malley from SmartAction
Contact center leaders have faced an onslaught of burdens exacerbated by the pandemic. Agent attrition has always been a huge problem, but now the difficulties of the worker shortage make securing live agents for call centers highly competitive. How do you make a real case for implementing self-service in the contact center?
Speaker: Rana Gujral, CEO at Behavioral Signals
But are your contact center practices able to grow with a customer’s experience? And are you ready to apply automation in the most efficient way? Traditional call quality monitoring lacks the automation needed to perform at scale across all calls. With automation, your contact center won’t just survive, it will thrive.
Speaker: Colin Taylor, CEO & Chief Chaos Officer at The Taylor Reach Group, Inc
Scripts have been around as long as contact centers. Join us for this informative webinar and you will learn how: AI is automating low-complexity tasks. They attempt to set out an ‘ideal’ path to success on the call, whether that's a sale, a resolved inquiry, or a closed case. But scripts have had a variety of issues.
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