Creative Virtual

NOVEMBER 10, 2020

Like many industry events this year, the annual HKCCA (Hong Kong Customer Contact Association) Symposium went virtual on 5 November. The theme of Future Fit perfectly reflected the pressure contact centres around the world are experiencing as they tackle these current challenges and prepare for the unknown challenges of the future.

Virtual Agent 52

Virtual Agent Chatbots Best practices Technology 52

CSM Magazine

NOVEMBER 3, 2020

As many organisations hide behind the pandemic for failing service standards, Abbie Heslop, Commercial AI Analyst, EBI.AI shows how to buck the trend using Artificial Intelligence (AI). AI for high resolution levels – customers simply want answers and they expect fast results, with or without a pandemic. ‘Is

Customer Service 105

Customer Service Automotive Transportation Big data 105

Creative Virtual

OCTOBER 13, 2020

At Creative Virtual, we recognised these global celebrations with a special series of blog posts written by members of our expert team and published throughout the week. On Tuesday, we published a post by Rachel Freeman in which she explores the struggles contact centres have been facing during the pandemic. Her conclusion?

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Customer Service Virtual Agent Self service Chatbots 59

Creative Virtual

FEBRUARY 24, 2022

They often lead to an escalation to a live chat session or a call to the contact centre for resolution, meaning your support agents are left to deal with the immediate impacts of that poor experience. This is why using a high-quality conversational AI technology to build your chatbot is so important.

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Chatbots Self service Virtual Agent Accountability 59

Creative Virtual

OCTOBER 7, 2020

There have been many discussions on the self-awareness of robots, which is a topic as old as Artificial Intelligence, starting from Isaac Asimov’s three laws of robotics, continuing to the Turing test and nowadays AI ethics organisations. If we narrow down our conditions, bots would deliver the right answers at most times.

Customer Service 52

Customer Service Morale Surveys Analytics 52

Fonolo

JANUARY 31, 2018

It’s going to be a big year in the world of contact center and in customer service technology. Will the AI / chatbot hype start to live up to its promise? The Inner Circle Guide to Cloud-based Contact Centre Solutions. Our favorite chart: Reality and Promise of AI. If you haven’t subscribed, please do so.

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Contact Center Chatbots Finance Healthcare 141

CSM Magazine

JUNE 16, 2020

As contact centres evolve as a result of COVID-19, Thomas Rødseth, Chief Technical Officer at Puzzel says now is a critical time to keep frontline staff safe and motivated. WFM is a powerful morale-boosting tool for agents. What comes first: happy customers or happy employees? Provide purpose and tools.

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Employee engagement Contact center software Morale Surveys 52

CSM Magazine

JULY 16, 2020

It’s time to consider the benefits of Artificial Intelligence (AI). Through its ability to capture, analyse and learn from massive amounts of data, AI should be at the centre of every enterprise serious about creating amazing customer experiences. 3 ways to boost CX and win market share using AI.

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Automotive Transportation Enterprise Upselling 59

Eckoh

JANUARY 31, 2020

The Contact Center of the Future will be a finely-tuned machine – using real-time data to optimize experiences. Last time in our series, we talked about the Agent of the Future and the super-powers they’ll use to delight tomorrow’s customers. So who’s at the controls?

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Contact Center Management Gamification Virtual Agent 52

Taylor Reach Group

MARCH 26, 2018

At Taylor Reach Group, we have compiled a list with hundreds of expos, conferences and summits focused on the Call Center, Contact Center and/or Customer Experience. Whether you’re interested in speaking, exhibiting or simply attending these events, we wanted to keep everybody informed on the upcoming Contact Center and CX Events.

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Contact Center Call Center Customer Experience Big data 51

Taylor Reach Group

APRIL 25, 2018

At Taylor Reach Group, we have compiled a list with hundreds of expos, conferences and summits focused on the Call Center, Contact Center and/or Customer Experience. Whether you’re interested in speaking, exhibiting or simply attending these events, we wanted to keep everybody informed on the upcoming Contact Center and CX Events.

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Contact Center Call Center Customer Experience outsourcing 62

RichCall

SEPTEMBER 13, 2017

With the rise of technology that allows better customer service, customers are becoming more demanding – that’s why to satisfy and retain them, you need to develop your contact center in accordance with the worldwide trends. Contact Center and CX Research and Reports. Contact Center and CX Research and Reports.

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Contact Center Technology Benchmark Chatbots 64

JustCall

FEBRUARY 13, 2023

The attention is on every sales call center! Sales call centers have become essential to many businesses, serving as customers’ first point of contact and providing valuable support and assistance. One of the most significant benefits of call centers is their ability to provide fast and efficient customer service.

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