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

Advantage Communications

AUGUST 14, 2019

In this blog we often talk about the innovative omnichannel technology that a modern outsourced call center will bring to your organization, and how those technologies will help your company realize significant benefits to your customer service strategy.

Omni-Channel 45

Omni-Channel Virtual Agent Customer Service Contact Center 45

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

NobelBiz

JANUARY 10, 2021

For some time now, Chatbots have become famous in contact centers. It is an artificial intelligence tool that can be described as a virtual agent. As a result, a Chatbot is presented as a real solution for improving customer experience in a call center. And what are the rules for implementing such technology?

Call Center 52

Call Center Chatbots Virtual Agent Contact Center 52

Think Customers

OCTOBER 4, 2021

Chatbots and messaging each serve a vital role in the overall customer journey, and contact centers need to know when is the right moment to deploy an automated or human response. Chatbots perform an important role in the omnichannel ecosystem, but chatbot platforms often keep the customer glued to one channel. What’s a chatbot?

Chatbots 52

Chatbots Self Service Contact Center Omni-Channel 52

NICE inContact

MARCH 28, 2019

It often eliminates the “on hold” frustration of voice calls and lets contact centers increase productivity by having agents work with 3 or 4 customers at the same time. Many organizations feel pressured “top down” to apply AI technology to automate chat interactions entirely. Consumers have already accepted chat!

Chatbots 149

Chatbots Self Service Virtual Agent Contact Center 149

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. With technologies like machine learning and artificial intelligence, we’re predicting that big call center data will become more highly optimized than ever before.

Customer Service 136

Customer Service Contact Center Call Center Self Service 136

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? Total Cost Per Contact.

Self Service 146

Self Service Metrics Contact Center Virtual Agent 146

ShepHyken

DECEMBER 8, 2017

This week we feature an article by Mansi Bhatia who looks at ways organizations can transform contact centers into a customer engagement center. I like the idea of a customer engagement center. – Shep Hyken. Earlier, businesses used to see contact centers as cost centers. Retain the Human Element.

Contact Center 44

Contact Center Customer Engagement Engagement Customer Service 44

Magellan Solutions

JULY 29, 2021

Once a technological possibility for some industries, the reality is disrupting sectors across markets globally and affecting all aspects of our lives. . The coronavirus pandemic has been tough on the contact center services Philippines and on a global level. . Increase Contact Rates and Conversion Rates.

Call Center 52

Call Center Self Service Social Media Omni-Channel 52

Call Experts

MAY 8, 2019

As technology advances and improves, experienced business experts are discovering that AI is the best tool for transforming the Digital Customer Experience. Chatbots or virtual agents can address a wide range of features and questions to provide relevant analysis and efficient protocol. 39% rise in digital sales.

Customer Experience 65

Customer Experience Call Center Contact Center Conference 65

NICE inContact

JULY 29, 2019

Approximately 200 onsite and virtual agents handle corporate, government and leisure travel, making or modifying reservations, generating quotes and exchanging tickets. contact center was going nowhere. contact center was going nowhere. And then there’s the matter of remote agents.

Travel 27

Travel Innovation Virtual Agent Contact Center 27

Playvox

MARCH 19, 2024

Generative AI technologies truly have the power to change how we work and our ability to deliver a stellar customer experience (CX). What Is Contact Center AI? AI is also finding its way into contact centers, as technology allows machines or computers to process information in a similar fashion, but much faster than humans.

Contact Center 74

Contact Center Self Service Net Promoter Score Effort Score 74

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? Why do call centers need a chatbot? How does a chatbot function?

Contact Center 52

Contact Center Chatbots Virtual Agent Call Center 52

Kustomer

JUNE 10, 2021

A holistic approach to CX doesn’t stop simply at omnichannel communication. The modern customer lives in a world of mobile phones, uploading to the cloud and for companies to keep up with the ever changing customer-scape, they have to adapt to new technologies to stay relevant. As Gabe Larsen puts it, “It’s change or be changed.”.

Contact Center 97

Contact Center Consumers Interaction CRM 97

Verint

MAY 1, 2018

Today Verint announces a line-up of conferences and digital events taking place in May that focus on digital and omnichannel customer service, GDPR compliance, automation and artificial intelligence, as well as the upcoming Engage TM global customer conference. Omnichannel Service: How do YOU Rate? Artificial Intelligence Conference.

Self Service 22

Self Service Customer Engagement Engagement Omni-Channel 22

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

NobelBiz

FEBRUARY 21, 2023

Call centers have developed dramatically over the past few years and will continue to do so in 2023. While most classic contact center technologies will continue to be utilized, most will be replaced by chatbots, cloud technologies, AI, and remote work, enabling businesses to enhance the customer experience and save expenses.

Call Center 52

Call Center Omni-Channel Trends Contact Center 52

NobelBiz

FEBRUARY 15, 2023

Call centers have developed dramatically over the past few years and will continue to do so in 2023. While most classic contact center technologies will continue to be utilized, most will be replaced by chatbots, cloud technologies, AI, and remote work, enabling businesses to enhance the customer experience and save expenses.

Call Center 52

Call Center Omni-Channel Trends Contact Center 52

Upstream Works

JANUARY 18, 2022

Remote working has been significantly accelerated, as have the technologies used to support it. 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

CSM Magazine

MARCH 15, 2024

The platform brings together omnichannel interactions, AI-infused experiences, sophisticated workforce optimisation tools, and actionable analytics in a single pane of glass. And it all integrates seamlessly with other best-of-breed technologies. For existing Avaya customers, the path is even clearer.

Customer Experience 52

Customer Experience Virtual Agent Omni-Channel Healthcare 52

UJET

MARCH 22, 2021

We gravitate to the shinier objects and tend to focus more on the agent experience, omnichannel, and artificial intelligence. Simply bolting new technologies onto a legacy system or a more modern cloud-based system is never the solution. The IVR isn’t a topic that gets enough coverage.

Virtual Agent 82

Virtual Agent Self Service Contact Center Customer Journeys 82

NICE inContact

MARCH 28, 2018

In part one of the blog series, we looked at a framework for building a strong business case to invest in customer experience technologies. Integration with CRM and other applications provide a complete customer context in terms of profile, interaction and transaction data that helps agents solve customer issues right, the first time.

Self Service 120

Self Service Metrics Customer Experience Contact Center 120

CSM Magazine

NOVEMBER 3, 2022

Waterfield Tech, a leading global customer engagement solutions provider, today announced research findings detailing a significant lag in the adoption of conversational AI in the contact center. Additional findings from Waterfield Tech’s research include: The Value of Investing in the Contact Center. 80% are using voice.

Virtual Agent 52

Virtual Agent Telecommunications Contact Center Customer Experience 52

Calabrio

JANUARY 6, 2016

CEO of Calabrio shares his predictions for the Contact Center, for 2016 and Beyond. The “smart” technology that revolutionized our cell phones is finding its way into just about everything: medical devices, baby monitors, smoke detectors, thermostats, running shoes, even cows. The researchers at Gartner estimate that nearly 12.5

Customer Engagement 133

Customer Engagement Omni-Channel Engagement Self Service 133

Kustomer

JUNE 27, 2022

Types of Customer Support Software What Are the Key Technology Components of Customer Service? Recent technological advancements in customer care have not only created a much-needed pathway for brands and customers to connect, but have also served to elevate the virtual service experience as a whole.

Software 98

Software Tools Customer Service Self Service 98

Comm100

FEBRUARY 16, 2018

That is why reducing customer effort was voted the number one priority for contact centers in 2018. This statistic comes from CCW Digital’s latest Winter Executive Report – a report that analyzes the customer service priorities of several organizations to discover the most popular goals and strategies for call centers in 2018.

Customer Service 101

Customer Service Social Media Chatbots Knowledge Base 101