CSM Magazine

AUGUST 19, 2016

Virtual assistant technology can also connect to customer data in CRM systems, meaning account specific questions can be answered. Monitor and Measure: Live chat can show you where customers need to get help in the purchasing journey. About the Author. George Skaff is CMO at TouchCommerce.

Omni-Channel 40

Omni-Channel Customer Engagement Engagement Multi-Channel 40

Tricia Morris

OCTOBER 28, 2015

Leaders invest in the technology to easily add, edit and deliver information and use customer feedback from across channels, agent knowledge of frequently asked questions, keyword search data and more to provide the answers and information customers want and need most. Self-service development best practices.

Self Service 40

Self Service Virtual Agent ROI Tips 40

NobelBiz

JANUARY 10, 2021

A chatbot, also known as an intelligent virtual agent, is a program that can do activities independently while communicating with humans over a communication channel. Typically, contact centers would use a chatbot to increase sales or improve customer service via messaging services or boost their communication channel presence.

Contact Center 52

Contact Center Chatbots Virtual Agent Call Center 52