Interactions

JUNE 18, 2020

Agent experience is the entirety of every touchpoint that a contact center agent encounters during their workday and with the company for whom they work. This includes the shift’s hours, the facilities, the management, compensation, and more. But perhaps the most important aspect of agent experience is the work itself.

Technology 71

Technology Contact Center Virtual Agent Wait Times 71

Interactions

FEBRUARY 18, 2021

Improved artificial intelligence (AI) technologies along with the widespread availability of capable devices has led to a recent surge in speech-driven conversational systems that allow users to interact with virtual agents.

Conference 71

Conference Virtual Agent System Resources 71

TechSee

FEBRUARY 20, 2018

Although this information can usually be found in the user manual, customers looking for assistance with these basic tasks drive a large volume of calls to the customer care center, which can be avoided with self-service. Here are the steps to get started: Build the virtual agent around a single strategic objective.

Self Service 132

Self Service Virtual Agent Knowledge Base Contact Center 132

Pointillist

SEPTEMBER 28, 2021

In this post, I’ll explore why enterprise contact centers struggle to increase satisfaction while mitigating costs, why journeys enhance contact center optimization and how aligning on and managing customer journeys is the key to improving contact center outcomes. Measure and Manage Omnichannel KPIs.

Contact Center 40

Contact Center Customer Journeys Self Service How To 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

CSM Magazine

JUNE 16, 2023

IBM Watson Assistant IBM Watson Assistant is an advanced platform designed to deliver unparalleled virtual agent experiences. With its cutting-edge conversational AI for customer service, it helps organizations ensure fast, friendly, and intelligent multichannel support. Your virtual tools are easily manageable and scalable.

Customer Service 52

Customer Service Virtual Agent Chatbots Multi-Channel 52

CSM Magazine

MARCH 15, 2024

With advanced analytics seamlessly built into AXP, agents have the tools to turn insights into action, executing on a vision of unparalleled customer care. What about existing Avaya customers? For existing Avaya customers, the path is even clearer.

Customer Experience 52

Customer Experience Virtual Agent Omni-Channel Healthcare 52

Playvox

MARCH 19, 2024

Infusing artificial intelligence (AI) into processes is top of mind for business leaders and managers in all industries and across all job functions. Generative AI technologies truly have the power to change how we work and our ability to deliver a stellar customer experience (CX). But it goes beyond enabling automation.

Contact Center 74

Contact Center Self Service Net Promoter Score Effort Score 74

NobelBiz

FEBRUARY 21, 2023

The digital customer experience is at the heart of call centers Customers are increasingly dependent on the Internet and online platforms than ever before. Also, they anticipate that your call center will meet their expectation to boost customer relationship management. RPA is a form of artificial intelligence.

Call Center 52

Call Center Omni-Channel Trends Contact Center 52

NobelBiz

FEBRUARY 15, 2023

The digital customer experience is at the heart of call centers Customers are increasingly dependent on the Internet and online platforms than ever before. Also, they anticipate that your call center will meet their expectation to boost customer relationship management. RPA is a form of artificial intelligence.

Call Center 52

Call Center Omni-Channel Trends Contact Center 52

Kustomer

JUNE 27, 2022

What Is Customer Service Software? Customer service software encompasses a range of tools that gather, organize, manage, analyze, respond to, resolve, and report on, as well as unify all aspects of a brand’s customer support. What Are the Benefits of Customer Service Software?

Software 98

Software Tools Customer Service Self Service 98

CSM Magazine

JUNE 11, 2019

But now, thanks to advancements with customer service platforms, social media is fast becoming every business’s best kept tool for customer support, reputation management, and personalised engagements with customers – on their terms. Drive deeper engagement. About the Author.

Social Media 40

Social Media Virtual Agent Analytics ROI 40

Comm100

FEBRUARY 16, 2018

According to CCW Digital’s Report, 61% of companies agree that agent coaching is a top investment priority for 2018. Other agent investment priorities include training (as listed by 57% of companies surveyed), quality monitoring and management (54%), dashboards (53%) and scheduling and forecasting (50%).

Customer Service 101

Customer Service Social Media Chatbots Knowledge Base 101