10 Ways the Best Call Centers Thrive in the New Normal

Uniphore

Our solution: educate centers on the power of automation and empower agents to use technology to their advantage. Along the way, we learned a lot about the obstacles customers and agents face today. 0% Security issues with Agents at Home. Download eBook.

Three Key Challenges Healthcare CX Leaders Face Today

Uniphore

AI-powered intelligent virtual agents (IVRs) make it easier for members to update their policies, schedule routine healthcare and ensure appointments are made. Convoluted journeys. Compromised trust. And the looming threat of overpayments.

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Hold times are unacceptable – now more than ever

Interactions

Naturally, I picked up the phone and dialed their 800 number to schedule my delivery, only to be put on hold for over 25 minutes before speaking to an agent. Without automation and self-service, every customer requires an agent’s help to resolve their query. Virtual Agents can help.

Customer Self-Service: Pros, Cons, Examples

TechSee

Download our eBook: What Self Service Will Look Like in 2025 . Monitoring and analyzing usage of alternative service channels with virtual assistance is more complex.

The Contact Center of the Future with Real-Time AI

An Al solution with only the highly technical or difficult calls coming to a human agent is what your organization needs. Read this eBook to discover how to implement AI for the best results in your contact center.

Conversational AI and Banking

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Once only powered by human agents, the first automated technology that was introduced in the contact center acted mainly as a way to redirect calls to the right department. Technology, when applied properly, has a huge opportunity to take away the risk that human agents create. .

How to Create a Patient-centric channel deployment

Interactions

Or you had to repeat your reason for calling to multiple different agents? Improve Agent Productivity & Engagement. To learn more about optimizing your patient’s choice of communication, read our eBook on channel optimization. .

The Consequences for Collections Post Pandemic Relief

Interactions

Compliance will also be a major factor as agents will need to remain courteous and respectful as they handle the huge influx of both inbound and outbound calls expected in the weeks, months and – yes – years ahead. .

The Pivot to 100% Remote Training in the Contact Center

BlueOcean

The key, of course, was that everything, including agent training, had to pivot to a virtual environment. Trust us, we learned the hard way a few years ago when we first got into broadscale remote training for WAH agents!). Making Virtual Agent Training Work for You.

Redefining your CX strategy: The COVID-19 Effect

Interactions

Are you ready for AI or Virtual Agents? To learn more about future-proofing your business, see our eBook. Coronavirus has economies around the world down to its knees.

4 Steps for a better Digital Experience

Interactions

agent/employee experience. By only focusing on customer experience, businesses are missing a huge opportunity to streamline the behind-the-scenes operations which ultimately makes a better experience for agents, employees, and customers. . Consumers are more connected than ever before.

The Assets of a Chatbot for your Customer Journey

Inbenta

A conversational agent can prove to be a particularly effective solution to accompany your Internet users over several phases, in a unified way, so let’s have a look at four chatbot use cases within the customer journey. Our ebook will give you the keys to carry out this project.

Consumer Behavior is Changing, and it’s AI’s time to Shine

Interactions

From conducting more business over video meetings, to doing more shopping via apps and over the phone, people’s behavior and perspective of virtual interactions has changed for good over the past few months. Everyone is talking about The New Normal.

Wanted: Customer Service Change Agents for Contact Centers

Tricia Morris

For the first time in the history of Forrester Research’s North American Consumer Technographics Customer Life Cycle Survey , respondents now say they are using self-service FAQ pages on a company’s website more often than speaking with a live agent on the phone. 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. Agent responsibilities are changing.

4 Steps for a Better Digital Experience

Interactions

agent/employee experience. By only focusing on customer experience, businesses are missing a huge opportunity to streamline the behind-the-scenes operations which ultimately makes an better experience for agents, employees, and customers. . Consumers are more connected than ever before.

Increase Productivity and Improve Employee Retention with HR Service Automation

Inbenta

By automating notifications and reminders, pertinent parties can easily be reminded of important information and receive the answers they need if they interact with virtual agents so that everybody is well informed even if they are not working from the same location or time-zone.

Tech companies need RPA, too

PK

When a customer wants to know where their recent purchase is, the answer can sometimes involve a customer service agent searching in multiple systems and writing an email response. Meanwhile, human customer service agents can spend their time on more complicated customer needs.

2017 Is Out, 2018 Is In – What Will Customer Service Look Like This Year?

Comm100

There are several ways that companies intend to reduce friction for customers, and; one of those ways is by through reducing friction for agents. Many businesses believe that the key to the customer experience lies in the quality of the agent experience. That’s why in 2018, companies will look to create a frictionless customer experience by better empowering agents to do their jobs. Recommended for you: [eBook] Improve Your Customer Experience: An Action Plan for CX Success.