Creative Virtual

AUGUST 5, 2020

Creative Virtual’s V-Person virtual agents and chatbots certainly experienced this trend, setting a record-breaking spike in usage during the first half of 2020. Forrester analyst Judy Weader talks about CX prioritisation in a recent blog post as an important way for companies to make sound decisions.

Virtual Agent 52

Virtual Agent Customer Experience Chatbots Self service 52

Creative Virtual

OCTOBER 8, 2020

It was about putting your customer in the center of the project, keeping the human expert involved because they know most, AND – not accidentally last in this list – give the responses a personal touch, allow small talk, feedback, etc. To our customers: I miss you and I look forward to seeing you in person again!

Customer Service 52

Customer Service Virtual Agent Chatbots Technology 52

Creative Virtual

DECEMBER 11, 2019

2019 was another busy and exciting year for Creative Virtual and the chatbot, virtual agent and live chat industry. It’s always difficult to condense a whole year into one blog post, so here are just a few of the highlights. Creative Virtual was rated as ‘Excellent’ across these categories.

Virtual Agent 40

Virtual Agent Chatbots Best practices Benchmark 40

Stafford Communications

SEPTEMBER 10, 2019

It’s likely that within a few years we will see AI enhance many of the current tasks being performed by live agents, helping to streamline processes and reduce costs. Here are some examples of how AI is helping in call centers: Virtual Agents. Quality Assurance.

Call Center 52

Call Center Interactive Voice Response outsourcing Virtual Agent 52

Creative Virtual

NOVEMBER 10, 2020

This event is always one of the highlights of the year for me, and I missed being in Hong Kong in person to take part in the great discussions and awards gala fun. It can also be set up to ‘listen’ to calls or ‘watch’ live chat sessions to make suggestions to the agents with the relevant information.

Virtual Agent 52

Virtual Agent Chatbots Best practices Technology 52

VocalCom

JULY 2, 2020

We are social creatures and the value interacting with another human being over a machine when dealing with a complex and emotional problem cannot be underestimated: humans offer a level of empathy that no chatbot or automated agent can currently provide. The rise of the ‘Super-Agent’. Dealing with Greater Complexity.

Contact Center 62

Contact Center Self service Chatbots Virtual Agent 62

Creative Virtual

JUNE 2, 2020

The trends and preferences in our personal communications and the technology we use to stay connected have changed drastically over the lifetime of The Rotary. Yet even with these changes, customers still sometimes want or need to reach out to a human agent in the contact centre.

Virtual Agent 52

Virtual Agent Self service Surveys Chatbots 52

Creative Virtual

MAY 23, 2019

I wrote recently about the prediction that 2020 will be the year that customer experience overtakes product and price as the number one way companies will differentiate themselves in the marketplace. Not that long ago, businesses were only dealing with providing support in person, over the phone or via email.

Virtual Agent 40

Virtual Agent Chatbots Self service Customer Experience 40

Creative Virtual

JULY 22, 2020

The closing of physical store and office locations, restrictions on in-person activities, new guidelines to keep contact centre agents safe, rapidly changing information – these challenges and disruptions to business-as-usual have forced organisations to adapt quickly and re-evaluate the needs of their customers.

Virtual Agent 52

Virtual Agent Self service Surveys Customer centricity 52

ProProfs Blog

JUNE 14, 2019

How Personal Touch Empowers Businesses. With this blog, we aim to help you do just that. For more complicated interactions, such as payment disputes, 40% of customers prefer talking to a real person over the phone. How Personal Touch Empowers Businesses. 75% of customers believe it takes too long to reach a live agent.

Customer Service 135

Customer Service Self service Chatbots Virtual Agent 135

REVE Chat Blog

NOVEMBER 6, 2019

The top contact center trends to watch out in 2020. Omni channel communication provides better contextual support to customers with a seamless consistent experience across all channels such as desktop, mobile, phone, or in person. virtual agents. Going ahead, it’s time to assess what will be the future of call centers.

Contact Center 82

Contact Center Interactive Voice Response Call Center Chatbots 82

Squelch

JANUARY 29, 2020

Our Influential Women in CX blog series is back with the conclusion of our feature on Aileen Allkins, Corporate Vice President of Customer Service and Support at Microsoft. What is the frame of mind of the person helping the customer? Do you have any predictions for how customer support will continue to evolve in 2020 and beyond?

Customer centricity 52

Customer centricity Virtual Agent Engineering outsourcing 52

Creative Virtual

JANUARY 28, 2020

Just as virtual agents and chatbots are ideal tools for customer self-service, they also lend themselves well to supporting employees in areas such as IT Service Management (ITSM), human resources (HR) and staff training. They give employees a way to easily access the information they need.

Employee engagement 40

Employee engagement Self service Virtual Agent Chatbots 40

Netomi

SEPTEMBER 20, 2021

While basic chatbot technology moves the conversation forward via bot-prompted keywords or UX features like Facebook Messenger’s suggested responses, AI-powered chatbots use natural language processing and leverage semantics to understand the context of what a person is saying. for meaningful and personalized resolutions. on an email.

Chatbots 126

Chatbots APIs Surveys Analytics 126

Interactions

DECEMBER 18, 2019

Voice search is up–50% of all searches will be voice searches by 2020, per comScore. AI and Agents: Better Together. Customers expected the same level of maturity, personalization, and depth from chatbots as interacting with a live agent. Lisa Michaud, Senior Product Manager.

Customer Experience 62

Customer Experience Chatbots Contact Center Virtual Agent 62

Calabrio

JANUARY 6, 2016

By 2020, the number of connected “things” is expected to rise to 30 billion. By the year 2020, your washing machine breaks down. A virtual agent initiates a service call by accessing your Outlook or iCal calendar to set up an appointment. If self-service and automation are the norm in 2020, what does that mean for agents?

Contact Center 53

Contact Center Analytics Self service Wireless 53

RichCall

SEPTEMBER 13, 2017

personalization. Here are the experts: @Jon Arnold , an independent research analyst with a great blog. employ customer support specialists, who will become trusted and recognized, rather than be nameless agents. by 2020, customers will manage 85% of their relationship with the enterprise without interacting with a human.

Contact Center 64

Contact Center Technology Benchmark Chatbots 64

Liveops

JANUARY 16, 2019

By 2020, an estimated more than 40 percent of the American workforce, or 60 million people, will be independent workers—freelancers, contractors, and temporary employees. Read 8 Ways New Agents are Evolving the Traditional Model. The number of people who are self-employed in flexible roles is growing steadily. Learn more.

Enterprise 87

Enterprise Transportation Virtual Agent Sales 87