Upstream Works

JUNE 9, 2022

The contact center was even more complicated. There were too many different customer needs and too many inconsistencies. The contact center agent’s life was not easy, and we saw it just getting more and more complicated. Now, we are enabling AI applications to help agents, too.

Contact Center 157

Contact Center Call Center Virtual Agent Omni-Channel 157

AWS Machine Learning

FEBRUARY 6, 2023

Contact centers are using artificial intelligence (AI) and natural language processing (NLP) technologies to build a personalized customer experience and deliver effective self-service support through conversational bots. Dustin Hubbard, Chief Technology Officer at WaFd Bank.

Self Service 68

Self Service Contact Center Virtual Agent Chatbots 68

SaleMove

JANUARY 20, 2021

In our previous blog in The Times They Are a-Changing: Talent in the Contact Center Series , we discussed how virtual agents, or bots, are transforming the contact center workplace, pushing live human agents to become strategic troubleshooting experts and managers to become agent coaches.

Virtual Agent 52

Virtual Agent Contact Center Management How To 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. But they don’t stop there.

Omni-Channel 359

Omni-Channel Self Service Customer Service Virtual Agent 359

NICE inContact

SEPTEMBER 11, 2018

Today, contact center leaders who embrace the cloud are quick to see its benefits – powering engaging customer experiences while positively impacting business outcomes. As contact centers continue to become drivers of business growth, there are significant quantitative and qualitative results to consider.

Contact Center 120

Contact Center Virtual Agent Net Promoter Score Self Service 120

West Monroe

JULY 24, 2017

If you are keen on customer-centricity, you need to think about making strategic investments in customer service technologies – especially within your contact center. Contact centers will continue to get smaller and smarter as self-service, automated engagement, and digital operations mature.

Virtual Agent 53

Virtual Agent Contact Center Self Service Technology 53

Talkdesk

SEPTEMBER 9, 2020

This tendency, coupled with increasingly mature artificial intelligence (AI) technologies, has raised attention to the role and impact of virtual agents in contact centers and customer experience (CX). What is a virtual agent? The post What is a virtual agent and how does it work?

Virtual Agent 65

Virtual Agent Self Service Contact Center Knowledge Base 65

Talkdesk

FEBRUARY 13, 2020

Gartner’s Four Best Practices for Implementing Extreme Customer Self-Service. Who is answering calls when your contact center is closed? Who is helping your customers when they have questions and problems outside of business hours?

Virtual Agent 54

Virtual Agent Self Service Customer Experience Contact Center 54

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

SaleMove

JUNE 11, 2020

Check out the previous installment of this series: The Times They Are a-Changing: Talent in the Contact Center Part 2: Players and Coaches In this third installment of this blog series, we continue to discuss how to staff the contact centers of the future.

Virtual Agent 52

Virtual Agent Contact Center Meeting Interaction 52

SaleMove

JUNE 11, 2020

In this third installment of this blog series, we continue to discuss how to staff the contact centers of the future. With more and more interactions with customers occurring online, companies are turning to Artificial Intelligence (AI) chatbots to keep up with high online traffic. Stay tuned to find out more!

Virtual Agent 52

Virtual Agent Contact Center Meeting Insurance 52

UJET

DECEMBER 2, 2020

Actually, they aren’t just asking, they are hoping that artificial intelligence (AI) will allow them to replace live agents, just as they have been since interactive voice response systems (IVRs) were first introduced into the market more than five decades ago. The post Can Artificial Intelligence Replace Contact Center Agents?

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

BlueOcean

OCTOBER 22, 2020

In the remote environment, where more factors are outside of your control, trainers need to expect the unexpected – especially regarding potential technology issues. By creating that feeling through mock calls, the trainee has the chance to work through their nerves without exposing a “real” customer to their first anxious efforts.

Contact Center 156

Contact Center Training Effort Score Virtual Agent 156

Interactions

MAY 26, 2022

In fact, 1 in 3 customers will leave a brand they love after just one bad experience, while 92% would completely abandon a company after two or three negative interactions. So when it comes to technology that automates CX, you should place your bets on Conversational AI for the win. Optimize your labor force.

Virtual Agent 110

Virtual Agent Self Service Contact Center Wait Times 110

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.

Omni-Channel 98

Omni-Channel Tools Virtual Agent Customer Service 98

Talkdesk

APRIL 23, 2020

Customers change their opinion about a brand based on a bad customer experience, which shows that all interactions count. The 21st-century customer is extremely demanding and seeks real-time, personalized, effective and immediate customer service to solve their problems.

Contact Center 52

Contact Center Virtual Agent Competitive Advantage Innovation 52

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. In customer service, it helps the IDSS see the problem, as a virtual agent.

Contact Center 95

Contact Center System Average Handle Time Virtual Agent 95

SaleMove

AUGUST 20, 2020

Similarly, contact centers have playbooks to address customer issues and opportunities. With the expansion of self-service and the introduction of AI, the scope of the playbook needs to expand. With the rise of big data analytics and virtual agents, the knowledge manager’s job is in for big changes.

Contact Center 90

Contact Center Self Service Virtual Agent Knowledge Base 90

Lumoa

JUNE 23, 2021

In the age of smartphones, where support is only a click away, consumers have massive expectations when it comes to customer service. In fact, it’s such a huge deal for customers today that it has overtaken price and product as the key brand differentiator.

Trends 208

Trends Self Service Contact Center Omni-Channel 208

NobelBiz

APRIL 30, 2024

AI-based call centers are revolutionizing how businesses interact with their customers. The customer service you provide will either make or break your brand. From improving response times to personalizing interactions, artificial intelligence is now setting new standards in customer service efficiency and effectiveness.

Call Center 52

Call Center Contact Center Chatbots Virtual Agent 52

NobelBiz

APRIL 30, 2024

AI-based call centers are revolutionizing how businesses interact with their customers. The customer service you provide will either make or break your brand. From improving response times to personalizing interactions, artificial intelligence is now setting new standards in customer service efficiency and effectiveness.

Call Center 52

Call Center Contact Center Chatbots Virtual Agent 52

BlueOcean

OCTOBER 4, 2023

But what mix of live agents versus AI is best for your business? We believe that your French-Canadian consumers deserve support from agents who understand not only your brand, but also understand the consumer landscape and consumer support expectations in Canada. And how do offshore solutions, interpreters, and texting play a role?

Contact Center 310

Contact Center Customer Care Average Handle Time Consumers 310

UJET

DECEMBER 2, 2020

Actually, they aren’t just asking, they are hoping that artificial intelligence (AI) will allow them to replace live agents, just as they have been since interactive voice response systems (IVRs) were first introduced into the market more than five decades ago. The post Can Artificial Intelligence Replace Contact Center Agents?

Omni-Channel 56

Omni-Channel Contact Center Self Service Virtual Agent 56

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

Uniphore

JULY 21, 2021

Why are so many knowledge bases inefficient to use when contact centers invest so much money in them? How can organizations more effectively direct customers to the knowledge they’re looking for? See where your contact center makes its mark or could use a little improvement.

Self Service 130

Self Service Customer Service Management Knowledge Base 130

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

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

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. Super Agents.

Self Service 109

Self Service Virtual Agent Contact Center Call Center 109

Lumoa

NOVEMBER 30, 2022

Not only are online retailers enjoying massive revenue from their customers (expected to be over $6 trillion in 2022 ), but the platforms themselves are also becoming increasingly sophisticated. Now, technologies such as AI and machine learning are driving highly personalized customer experiences. E.g. “Ask me for help with…”.

Retail 208

Retail Customer Experience Chatbots Ecommerce 208

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 128

Virtual Agent Contact Center Consulting Communication 128

CSM Magazine

MARCH 18, 2021

Poor customer service and perseverance in long waiting loops – what we have begrudgingly accepted as the norm can be changed with the help of modern AI software. Cognigy , an internationally successful pioneer in customer service automation, offers one of the leading Conversational AI platforms (think voice- and chatbots).

Customer Service 75

Customer Service Virtual Agent Chatbots Contact Center 75

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

SaleMove

JULY 8, 2020

The post The Times They Are a-Changing: Talent in the Contact Center Part 4: The Research Team appeared first on Glia Blog | Digital Customer Service Explained.

Contact Center 52

Contact Center Virtual Agent Survey Report 52

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

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

TechSee

SEPTEMBER 21, 2023

In contrast, Sophie AI is trained like today’s human agents and engineers. Sophie AI reads product documentation and support flows, observes customer service and field service interactions, and learns at each step. Furthermore, Sophie AI is built on state-of-the-art LLM management and optimization technology.

Meeting 109

Meeting Self Service Contact Center Virtual Agent 109