Upstream Works

DECEMBER 20, 2022

Over the course of 2022, artificial intelligence (AI) became mainstream for contact centers. As with cloud adoption, the promise of AI has become compelling enough that contact center leaders are no longer wondering if it has a place in their plans. Workflow automation is an important contact center use case for AI.

Virtual Agent 78

Virtual Agent Trends Self Service Customer Experience 78

Talkdesk

SEPTEMBER 9, 2020

Self-service in customer support is not just a trend anymore, it’s here to stay. 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?

Virtual Agent 65

Virtual Agent Self Service Contact Center Knowledge Base 65

Talkdesk

APRIL 14, 2020

Laying the foundation with the right infrastructure Contact centers are finding themselves stuck between the proverbial rock and hard place. Oftentimes in 24-hour contact centers, agents share desks and equipment – including headsets. Put simply, contact centers are perfect petri dishes for healthcare crises.

Contact Center 81

Contact Center Virtual Agent Chatbots Average Handle Time 81

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

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

BlueOcean

OCTOBER 22, 2020

Making Virtual Agent Training Work for You. The post The Pivot to 100% Remote Training in the Contact Center appeared first on Blue Ocean. 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

Avaya

JUNE 24, 2019

Digital transformation is about creating experiences that matter, but what does this look like within the contact center? Effortless self-service, agent augmentation, interaction insights, smart pairing…nowhere close to what one vendor alone offers today. What’s driving this move to an ecosystem approach?

Contact Center 104

Contact Center Self Service Contact Center Software Virtual Agent 104

Talkdesk

APRIL 23, 2020

However, many companies have not yet addressed the most basic weaknesses in their contact centers. Not having context makes coherence difficult within the same channel — regardless of the agent with whom you interact — and also between different channels. The post The future of contact centers appeared first on Talkdesk.

Contact Center 52

Contact Center Virtual Agent Competitive Advantage Innovation 52

NobelBiz

APRIL 30, 2024

Providing Real-Time Customer Insights AI tools process and analyze vast amounts of data in real-time, providing call centers with immediate insights into customer behaviors and trends. Challenges and Considerations regarding implementation So what are some challenges contact centers may have in implementing AI?

Call Center 105

Call Center Contact Center Chatbots Virtual Agent 105

NobelBiz

APRIL 30, 2024

Providing Real-Time Customer Insights AI tools process and analyze vast amounts of data in real-time, providing call centers with immediate insights into customer behaviors and trends. Challenges and Considerations regarding implementation So what are some challenges contact centers may have in implementing AI?

Call Center 104

Call Center Contact Center Chatbots Virtual Agent 104

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? What is a chatbot?

Contact Center 52

Contact Center Chatbots Virtual Agent Call Center 52

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

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. How call center automation will redefine agents’ careers.

Call Center 124

Call Center Self Service Virtual Agent Contact Center 124

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

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. How Call Centers Leverage Collaborative AI.

Self Service 109

Self Service Virtual Agent Contact Center Call Center 109

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. Real-time speech analytics – Tools that listen to customer’s verbal content to analyze next steps for customer service agents, typically using agent screen pops.

Contact Center 71

Contact Center Self Service Virtual Agent Analytics 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

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

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

Upstream Works

JANUARY 18, 2022

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. Today, the urgent problem experienced by a contact center is simply not being able to get enough bums in seats.

Contact Center 78

Contact Center Virtual Agent Self Service Knowledge Base 78

Lumoa

NOVEMBER 30, 2022

The question for online retailers is: how can we embrace this trend and deliver for our customers? Another great idea to explore is offering a digital sales agent that is voice-enabled. In turn, the virtual agent may respond with talk-back capability, allowing seamless B2C interaction. …” to a returning customer.

Retail 208

Retail Customer Experience Chatbots Ecommerce 208

Interactions

DECEMBER 18, 2019

To reflect on this past year and change our focus to the next 10, we gathered Interactions experts to give their take on what the biggest trends of 2019 were: Voice is Back Baby . AI and Agents: Better Together. The post 2019 in Review: Conversational AI and Customer Experience Trends appeared first on Interactions.

Trends 62

Trends Customer Experience Chatbots Contact Center 62

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

UJET

MARCH 22, 2021

When the pandemic first started, contact center operators were scrambling to support agents working from home. Huge investments were made ensuring agents had secure and remote access to the systems and tools they needed to do their job. Let’s walk through various use cases and the outcomes they drive.

Virtual Agent 82

Virtual Agent Self Service Contact Center Customer Journeys 82

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

Tricia Morris

MAY 18, 2015

According to the same Forrester survey referenced above, online community, virtual agent, mobile customer service, social media and live chat have also increased in usage. Contact centers are working to address this growing and changing channel use. Agent responsibilities are changing.

Contact Center 40

Contact Center Self Service Customer Service eBook 40

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. According to WhosOn , 68% of people prefer to have root canal without anesthetics, a tax audit or a dinner with mother-in-law, rather than to wait on hold.

Chatbots 149

Chatbots Self Service Virtual Agent Contact Center 149

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. Does it allow you to redirect urgent requests to your agents?

Call Center 52

Call Center Chatbots Virtual Agent Contact Center 52

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

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.

Contact Center 45

Contact Center Customer Engagement Engagement Customer Service 45

TechSee

OCTOBER 9, 2018

AI-powered virtual agents. Chatbots have been hyped up for the last two years, and while they are certainly not perfect, they constantly improve as their powering technologies continue to evolve Other types of bots are also emerging, such as audio-based personal assistants and innovative virtual agents with visual capabilities.

Omni-Channel 359

Omni-Channel Self Service Customer Service Virtual Agent 359

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. As any workforce management professional will tell you, excellence in forecasting/prediction is what differentiates the leaders from the also-rans in call center operations.

Customer Service 136

Customer Service Contact Center Call Center Self Service 136

UJET

SEPTEMBER 15, 2020

Contact Centers Need a Single Source of Truth in Data. In the most basic enterprise customer service toolset, there’s a contact center platform (or ACD), customer relationship management solution (CRM), and workforce engagement solution ( WEM ). But in practice, these integrations are almost never perfect.

Data 78

Data Customer Experience Contact Center CRM 78

TechSee

FEBRUARY 12, 2018

We’ve narrowed down the 5 key customer service technology trends to watch out for in 2018. Companies can then use AI-driven predictive analytics tools to determine customer patterns or trends in order to better target their marketing offers, and enhance their relationship with customers. Virtual agent exhibitors at MWC 2018: Nuance.

Trends 84

Trends Customer Service Multi-Channel Self Service 84

TechSee

FEBRUARY 12, 2018

We’ve narrowed down the 5 key customer service technology trends to watch out for in 2018. Companies can then use AI-driven predictive analytics tools to determine customer patterns or trends in order to better target their marketing offers, and enhance their relationship with customers. Virtual agent exhibitors at MWC 2018: Nuance.

Trends 84

Trends Customer Service Multi-Channel Self Service 84

NICE inContact

SEPTEMBER 17, 2019

By combining NICE inContact with SmartAction’s AI-powered virtual agent, DSW ultimately found the right human-machine balance without compromising an ounce of CX. 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