Interactions

JANUARY 16, 2020

As we see businesses embrace digital transformation, it’s becoming clear that it’s not enough to just focus on the customer experience. To truly succeed at digital transformation, businesses must consider the three pillars of digital experience: . customer experience. agent/employee experience.

Customer Journeys 87

Customer Journeys Virtual Agent eBook System 87

Interactions

JANUARY 16, 2020

As we see businesses embrace digital transformation, it’s becoming clear that it’s not enough to just focus on the customer experience. To truly succeed at digital transformation, businesses must consider the three pillars of digital experience: . customer experience. agent/employee experience.

Customer Journeys 62

Customer Journeys Virtual Agent eBook System 62

TechSee

MARCH 7, 2022

There is more than one challenge to address and more than one way to gain from effective and on-point customer self-service strategies. Meeting the challenges is key to ensuring a positive customer journey. Poor design, accessibility and navigation will have a significant impact on the customer self-service experience.

Self Service 109

Self Service Examples Customer Service Representative Virtual Agent 109

Bold360

SEPTEMBER 15, 2020

The strongest, most well-rounded omnichannel customer engagement strategies employ both live chat and chatbot integration to deliver a better, more scalable and 24/7 customer experience (CX) across channels, as well as a better employee experience (EX). 5 Ways Live Chat Helps Your Business.

Chatbots 90

Chatbots Net Promoter Score Virtual Agent Competitive Advantage 90

Playvox

JANUARY 13, 2022

If your contact center is planning for the future, be sure to make employee experience and getting the right technology in place top priorities. 2022 just might be The Year of the Contact Center Employee. Employee Experience. Several workforce trends are driving the need to focus on the employee experience.

Contact Center 79

Contact Center Trends Omni-Channel CRM 79

Playvox

MARCH 19, 2024

But as customers’ communication needs and preferences shifted, contact centers today provide omnichannel support. As NLP, ML, and conversational AI evolved, modern contact centers embrace AI-powered chatbots, virtual agents or assistants, voice recognition, and other tools to deliver self-service options to customers.

Contact Center 74

Contact Center Self Service Net Promoter Score Effort Score 74