Uniphore

AUGUST 12, 2021

The same holds true in the contact center. Multimodal Virtual Agents allow customers to tap, text and talk to get more done , with little effort. Offering variety can help create more successful outcomes for customers with a lower AHT for agents — a win on both sides of the phone line. View Webinar.

User Experience 246

User Experience Virtual Agent Self Service Contact Center 246

TechSee

FEBRUARY 20, 2018

In the early days of self service, companies implemented static channels such as FAQs, how-to videos, troubleshooting guides, and knowledge bases. Here are the steps to get started: Build the virtual agent around a single strategic objective. Is it cost reduction? Improving the customer experience is an ongoing process.

Self Service 132

Self Service Virtual Agent Knowledge Base Contact Center 132

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

Uniphore

JULY 10, 2021

How to Cut Call Center Agent Onboarding Time in Half. and Make Every Agent Your Best Agent. Brian Cantor Leading CX Industry Analyst Contact Center Week. Live Demo Featuring 10 Ways to Simplify Agent Onboarding With AI & RPA. Brian Cantor Leading CX Industry Analyst Contact Center Week.

Call Center 223

Call Center Contact Center How To Case Study 223

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. Let’s see how these bots are being implemented across industries. That’s pretty awesome! Use of Planned Use of AI Among Service Organizations. Stay tuned to find out more!

Virtual Agent 52

Virtual Agent Contact Center Meeting Insurance 52

SaleMove

AUGUST 20, 2020

A sports team works from a playbook that provides strategies to create or respond to different circumstances on the playing field, and guides each team member in how to perform their part. Similarly, contact centers have playbooks to address customer issues and opportunities. Knowledge Managers.

Contact Center 90

Contact Center Self Service Virtual Agent Knowledge Base 90

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. How does a chatbot function? What are its advantages for contact centers? Why do call centers need a chatbot?

Contact Center 52

Contact Center Chatbots Virtual Agent Call Center 52

Talkdesk

APRIL 23, 2020

However, many companies have not yet addressed the most basic weaknesses in their contact centers. The scalability and flexibility of a cloud contact center presents itself as the best solution, allowing companies to better align investment according to their growth.

Contact Center 52

Contact Center Virtual Agent Competitive Advantage Innovation 52

AWS Machine Learning

SEPTEMBER 29, 2022

The rise of artificial intelligence technologies enables organizations to adopt and improve self-service capabilities in contact center operations to create a more proactive, timely, and effective customer experience. In this post, we demonstrate how to elevate traditional customer service FAQs with an interactive voice bot.

Virtual Agent 68

Virtual Agent Call Flow Self Service Contact Center 68

SaleMove

FEBRUARY 19, 2021

The proliferation of digital-first technologies combined with the rise of artificial intelligence (AI) and self-service options has created fundamental changes in the contact center. As customer-centric businesses prioritize the experience they deliver, the contact center takes on a more central role.

Contact Center 69

Contact Center Customer Centricity Self Service Customer Experience 69

Pointillist

SEPTEMBER 28, 2021

The pressure to reduce contact center costs is immense. But many contact center leaders struggle to achieve these outcomes while simultaneously improving customer satisfaction. Contact centers are now considered more than just service centers. Omnichannel Interaction Data is Siloed or Nonexistent.

Contact Center 40

Contact Center Customer Journeys Self Service How To 40

Interactions

MAY 6, 2022

Many are turning to Conversational AI solutions like virtual agents to automate tasks. By offering self-service, consumers can take care of their tasks when and how they want to with a consistent experience every time. Virtual agents can also understand intent and if needed, route consumers to the correct agent or department.

Virtual Agent 71

Virtual Agent Self Service Customer Experience Wait Times 71

SaleMove

FEBRUARY 19, 2021

The proliferation of digital-first technologies combined with the rise of artificial intelligence (AI) and self-service options has created fundamental changes in the contact center. As customer-centric businesses prioritize the experience they deliver, the contact center takes on a more central role.

Contact Center 52

Contact Center Customer Centricity Self Service Customer Experience 52

Avaya

APRIL 10, 2019

Virtual agents/chatbots – Computer-aided, virtual robots that address basic questions and functions to free human agents to handle more complex ones. AI is finding a comfortable home in the contact center.

Contact Center 71

Contact Center Self Service Virtual Agent Analytics 71

NobelBiz

MAY 24, 2021

The difference between on-premise vs. cloud contact center is a topic that has become increasingly prominent in the industry. The main difference between on-premise vs. cloud contact center is that the cloud contact center will not go out of commission if the facility where it’s hosted goes offline.

Contact Center 52

Contact Center Call Center Software Virtual Agent 52

SaleMove

JANUARY 6, 2020

In our second part of this blog series, we continue our examination of how to staff the contact center of tomorrow. Just as a sports team consists of players and coaches working in concert, the contact center’s backbone is comprised of agents and supervisors. Human Touch – Role of the Agent.

Contact Center 52

Contact Center Self Service Virtual Agent Sports 52

ShepHyken

JANUARY 4, 2022

The Opportunities and Fears Surrounding Intelligent Virtual Assistant. 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. What is an Intelligent Virtual Assistant?

Virtual Agent 127

Virtual Agent Contact Center Consulting Communication 127

Upstream Works

JANUARY 18, 2022

Businesses are having to rethink how to engage with employees to keep them happy, motivated, and engaged. No area of business has been impacted by the great resignation more than the contact center. Many organizations were focused on improving customer experience and digitizing the contact center just two years ago.

Contact Center 78

Contact Center Virtual Agent Self Service Knowledge Base 78

Lumoa

NOVEMBER 30, 2022

How to amplify customer experience in retail with conversational AI. This section will cover how the top E-commerce companies implement their conversational AI strategies successfully. Another great idea to explore is offering a digital sales agent that is voice-enabled. Set up chatbots for a 24/7 contact center.

Retail 208

Retail Customer Experience Chatbots Ecommerce 208

Uniphore

JUNE 10, 2021

We also learned just how important contact centers are to our everyday lives. Today, as companies look past the pandemic, one thing remains certain: we now expect more from remote support centers than ever before. 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

CSM Magazine

SEPTEMBER 17, 2020

Conversational AI (aka intelligent chatbots or virtual agents) combines artificial intelligence (AI) and automation to streamline customer interactions across channels. Simplifying the creation and maintenance of virtual agents across the enterprise is critical. Essentially, it is what makes a Virtual Agent smart.

Omni-Channel 98

Omni-Channel Tools Virtual Agent Customer Service 98

TechSee

SEPTEMBER 21, 2023

Sophie AI can not only read and see, but speak, hear and show users how to complete any task. As a Generative AI enterprise platform, Sophie AI is built to secularly observe, learn and interact at scale, helping your agents, engineers and end-customers.

Meeting 109

Meeting Self Service Contact Center Virtual Agent 109

TechSee

MARCH 19, 2019

Hire some agents, train them, and use standard contact center KPIs to measure how well they perform. When a virtual agent fields a customer’s enquiry, collects all relevant details and passes it to a human agent for final approval, how should average handling time ( AHT ) be measured?

Self Service 146

Self Service Metrics Contact Center Virtual Agent 146

UJET

NOVEMBER 3, 2020

A customer calling to ask about store hours, for instance, may be routed to a self-service option or Virtual Agent , while more complex queries will be routed to a human agent. So your agents’ time is spent resolving issues, and your customers get resolutions faster. Automation Reduces Repetitive Tasks for Agents.

Virtual Agent 82

Virtual Agent Customer Service Gamification Contact Center 82

TechSee

MARCH 13, 2018

In 2017, all eyes were on chatbots and virtual agents – the assumption being that they would take over a significant part of the customer interaction and deliver real value in communicating with customers. The bot learns from the agent’s feedback and improves the automated responses over time. Virtual Agents.

Customer Service 95

Customer Service Chatbots Virtual Agent How To 95

UJET

NOVEMBER 3, 2020

A customer calling to ask about store hours, for instance, may be routed to a self-service option or Virtual Agent , while more complex queries will be routed to a human agent. So your agents’ time is spent resolving issues, and your customers get resolutions faster. Automation Reduces Repetitive Tasks for Agents.

Virtual Agent 72

Virtual Agent Customer Service Gamification Contact Center 72

AWS Machine Learning

AUGUST 30, 2023

QnABot allows you to quickly deploy self-service conversational AI into your contact center, websites, and social media channels, reducing costs, shortening hold times, and improving customer experience and brand sentiment. In this section, we show you how to use the Lambda option with a pre-built sample Lambda function.

Self Service 101

Self Service Contact Center Multi-Channel Knowledge Base 101

NICE inContact

SEPTEMBER 17, 2019

The company was grappling with how to build ongoing demand without growing the organization—and also, how to incorporate automation while preserving the quality of the customer experience. Access this webinar: From Brick & Mortar to Digital Superhero: DSW’s Journey to AI-Powered Virtual Agents.

Self Service 139

Self Service Virtual Agent Customer Experience Average Handle Time 139

TechSee

OCTOBER 23, 2018

With unprecedented advances in algorithms and other machine learning tools, AI-enhanced solutions, such as virtual assistants or chatbots, can learn how to respond, engage or process many standard tasks — including customer service queries. . AI and Personalization – The Paradox of Personalization via a Machine.

Tools 157

Tools Customer Service Chatbots How To 157