NICE inContact

MARCH 28, 2019

Chat is a favorite interaction channel for customers and is increasingly offered as an option on websites and mobile apps. 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.

Chatbots 149

Chatbots Self Service Virtual Agent Contact Center 149

BlueOcean

FEBRUARY 24, 2016

In this post, we thought we’d take a look into the metaphorical crystal ball ourselves and try to identify some major shifts coming our way over the next five years by posing three intriguing questions about contact centers and the future of customer service trends. How Will We Take Prediction and Forecasting to the Next Level?

Customer Service 136

Customer Service Contact Center Call Center Self Service 136

Magellan Solutions

JULY 29, 2021

Through friendly interactions, your virtual agent can ensure that your live agents speak with the most qualified leads. By pre-qualifying leads with call center AI, you increase the number of conversations for your live agents. Intelligent virtual agents work to increase contact rates.

Call Center 52

Call Center Self Service Social Media Omni-Channel 52

NobelBiz

FEBRUARY 21, 2023

This article will cover 10 of the most important and impactful call center trends you need to follow in 2023. During the first year of covid, contact centers that had previously resisted the change to digital interactions were forced to abandon ship. Also driving this trend is real-time analytics.

Call Center 52

Call Center Omni-Channel Trends Contact Center 52

NobelBiz

FEBRUARY 15, 2023

This article will cover 10 of the most important and impactful call center trends you need to follow in 2023. During the first year of covid, contact centers that had previously resisted the change to digital interactions were forced to abandon ship. Also driving this trend is real-time analytics.

Call Center 52

Call Center Omni-Channel Trends Contact Center 52

Call Experts

MAY 8, 2019

Chatbots or virtual agents can address a wide range of features and questions to provide relevant analysis and efficient protocol. Design advanced, skill-based rules to manage customer interactions that change depending on real-time situations. Omnichannel management creates opportunity. Do you have the answers?

Customer Experience 65

Customer Experience Call Center Contact Center Conference 65

Verint

MAY 1, 2018

Today Verint announces a line-up of conferences and digital events taking place in May that focus on digital and omnichannel customer service, GDPR compliance, automation and artificial intelligence, as well as the upcoming Engage TM global customer conference. Attendees of this online, interactive roundtable at 2 p.m. ET on May 2.

Self Service 22

Self Service Customer Engagement Engagement Omni-Channel 22

ShepHyken

DECEMBER 8, 2017

Contact Customers on their Preferred Channel. In the era of omnichannel communication, where we have an array of channels – social media, email, messaging, voice call, companies need to identify the channels their buyer persona is most comfortable with and most responsive to.

Contact Center 45

Contact Center Customer Engagement Engagement Customer Service 45

Kustomer

FEBRUARY 6, 2024

Enterprise Enterprise help desk software has extensive customization options that align with specific workflows and processes of the organization, with advanced analytics, omnichannel support, and extensive integrations. Offers omnichannel support, which includes social media, messaging, email, and more, for comprehensive customer engagement.

Software 98

Software Self Service Omni-Channel Knowledge Base 98

Kustomer

JUNE 10, 2021

are more commonly used in the CX space, the amount of interactions needed to solve customer problems also rises. The number of interactions per consumer is actually on the rise. So instead of having a singular interaction, we’re having multiple interactions to solve one problem.” Adapting to the Modern Customer’s Habits.

Contact Center 97

Contact Center Consumers Interaction CRM 97

CSM Magazine

JUNE 16, 2023

These digital solutions herald a new epoch of personalized interactions, seamless support, and unparalleled efficiency. AI-powered customer service: taking interactions to the next level AI and customer service is an exciting topic. It closes the divide between people and machines, transforming interactions.

Customer Service 52

Customer Service Virtual Agent Chatbots Multi-Channel 52

CSM Magazine

JUNE 12, 2020

Telephone assistance, written letters, and face-to-face interaction—once staples of the office landscape—are no longer sufficient to meet the changing needs of today’s global marketplace. As intelligent automation draws useful insights from purchasing and retail trends, businesses can use this data to improve overall service.

Omni-Channel 52

Omni-Channel Customer Service Self Service Virtual Agent 52

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. According to a recent Juniper Research estimate, chatbots will have 22 billion contact centers with customer interactions by 2023. What is a chatbot?

Contact Center 52

Contact Center Chatbots Virtual Agent Call Center 52

Calabrio

JANUARY 6, 2016

A virtual agent initiates a service call by accessing your Outlook or iCal calendar to set up an appointment. Remember that however service is delivered—by a human or by a machine—the customer is still interacting with your brand. Is that interaction positive or negative? Does it strengthen or weaken your reputation?

Customer Engagement 133

Customer Engagement Omni-Channel Engagement Self Service 133

UJET

MARCH 22, 2021

We gravitate to the shinier objects and tend to focus more on the agent experience, omnichannel, and artificial intelligence. Human interaction has evolved. Both in terms of how we interact with each other, but also the way in which we interact and engage with a company or an organization. Own a smartphone.

Virtual Agent 82

Virtual Agent Self Service Contact Center Customer Journeys 82

Playvox

MARCH 19, 2024

Contact center AI is a collection of tools or contact center software designed to enable smarter, data-driven, and more efficient customer interactions, with the ultimate goal of delivering better CX. But as customers’ communication needs and preferences shifted, contact centers today provide omnichannel support. And the list goes on.

Contact Center 74

Contact Center Self Service Net Promoter Score Effort Score 74

Upstream Works

JANUARY 18, 2022

Rob leads the strategic vision and operations of the company with a continued focus on omnichannel innovation and a passion for exceeding partner and customer expectations. Properly measured FCR tracks cross channel trends and can be used to pinpoint specific training problems as well as to identify broken processes.

Contact Center 78

Contact Center Virtual Agent Self Service Knowledge Base 78

UJET

SEPTEMBER 15, 2020

The most effective customer service organizations are extremely data-driven, analyzing every aspect of its interactions and outcomes holistically, right down to the individual agent and customer level. Contact Centers Need to Move Beyond Omnichannel as the Basis for Customer Journeys.

Data 78

Data Customer Experience Contact Center CRM 78

CSM Magazine

NOVEMBER 3, 2022

The study, which was conducted among senior customer experience and technology leaders across several industries, looked to understand the trends, challenges, aspirations and expectations around customer experience. When asked, “What is the most important task a virtual agent can accomplish for your business?”

Virtual Agent 52

Virtual Agent Telecommunications Contact Center Customer Experience 52

Kustomer

JUNE 27, 2022

Spanning multiple channels, across both brick-and-click locations, customers want immediate answers to product questions, swift resolution to their problems, and personalized brand interactions. FAQs, product manuals, videos) and it can interact with and respond to the user. Current Trends for Customer Service Platforms.

Software 98

Software Tools Customer Service Self Service 98

UJET

SEPTEMBER 15, 2020

The most effective customer service organizations are extremely data-driven, analyzing every aspect of its interactions and outcomes holistically, right down to the individual agent and customer level. Contact Centers Need to Move Beyond Omnichannel as the Basis for Customer Journeys.

Data 56

Data Customer Experience Contact Center CRM 56

NICE inContact

MAY 21, 2019

Self-service can be anything from a virtual agent that is capable of responding to a specific question to fully AI-enabled smart chatbots that can anticipate and automate work for the advisor. You will learn so much more in an upcoming, interactive webinar focused solely on self-service.

Self Service 136

Self Service Strategy Virtual Agent Chatbots 136

Comm100

FEBRUARY 16, 2018

While shifts in customer service trends tend to happen gradually, by keeping an eye on what is changing – and what is staying the same – your business will always be up to date on the latest industry developments. There are other implications to this new customer service trend. In 2018, bot adoption won’t slow down.

Customer Service 102

Customer Service Social Media Chatbots Knowledge Base 102