Enghouse Interactive

JANUARY 27, 2021

Trends and Realities of Successful Organizations (Blog Series). Video outperforms all other communications methods when agents and customers need to quickly resolve an issue. This blog will provide some insight into the benefits that can be extracted from video along with how. Blog #2 of 4: It’s NOT just another channel.

Contact Center 92

Contact Center Technology Customer centricity Analytics 92

SmartAction

APRIL 11, 2024

Virtual voice agents can be a blessing or a curse for your customers. Done right, they provide a rich, natural, personalized experience that soothes frazzled nerves and either swiftly provides a relevant automated answer or directs them to a live agent who can help. Reaching a human can be nearly impossible.

Virtual Agent 67

Virtual Agent Interactive Voice Response Call flow Contact Center 67

CX Accelerator

JULY 1, 2020

Business leaders will benefit from reflecting on how these changes – shutdowns, communication changes, and working from home – have impacted their relationships with their consumers and consider how this season has improved or harmed business continuity. This article will cover the following: · Business Continuity. Changing Expectations.

contact center solutions 266

contact center solutions Morale Contact Center call center solutions 266

SmartAction

NOVEMBER 22, 2023

Artificial Intelligence (AI) provides an unprecedented opportunity to revolutionize the call center experience for the 59% of your customers who prefer telephone communication. We’re not talking about the time-consuming interactive voice response (IVR) of the past that provided a less-than-optimal customer experience.

Contact Center 88

Contact Center Interactive Voice Response Virtual Agent Management 88

Creative Virtual

FEBRUARY 7, 2023

This year, one of the customer experience (CX) predictions for 2023 falling into that category is that ‘Personalization will get More Personal’. I like customer service expert Shep Hyken’s take on this in his blog post, Don’t Just Personalize the Customer’s Experience – Individualize It. Absolutely!

Personalization 105

Personalization Virtual Agent Chatbots Self service 105

SmartAction

JUNE 30, 2023

When it comes to customer service, most people believe that good customer service means receiving timely assistance to resolve any issues that may arise with a product or service. However, there is a deeper definition of customer service that many people fail to consider, and that is the overall customer experience.

Customer Experience 83

Customer Experience Customer Service Virtual Agent Self service 83

SmartAction

DECEMBER 8, 2023

This was where Alex, a visionary contact center manager, worked tirelessly to improve efficiency and customer satisfaction. The Beginning of a Transformation Alex’s journey began with a simple yet powerful idea: automating routine tasks with conversational AI virtual agents. It was a game-changer.

Virtual Agent 77

Virtual Agent Contact Center Upselling Interactive Voice Response 77

3CLogic

JANUARY 24, 2024

When a customer contacts your business, what’s their first impression? Are they met by long wait times and low-performing agents? With the American Customer Satisfaction Index making its largest decline in 28 years in 2022 — falling from 77 in 2018 to 73.1 Or is the opposite true? What are the best approaches to implementing AI?

Contact Center 64

Contact Center Virtual Agent Self service CRM 64

SmartAction

NOVEMBER 8, 2023

Virtual voice agents can be a blessing or a curse for your customers. Done right, they provide a rich, natural, personalized experience that soothes frazzled nerves and either swiftly provides a relevant automated answer or directs them to a live agent who can help. Reaching a human can be nearly impossible.

Virtual Agent 86

Virtual Agent Interactive Voice Response Call flow Contact Center 86

SmartAction

JUNE 27, 2023

In today’s fast-paced world, delivering efficient and effective support while maintaining high customer satisfaction levels is crucial. Let’s address the common objections and show you how to overcome them with conversational AI and virtual agents. So, why are some contact centers still hesitant to implement AI?

Contact Center 80

Contact Center Virtual Agent Agent burnout Self service 80

aircall

AUGUST 29, 2022

Should it be about the number of calls an agent takes in a day? Or the impact of the resolutions provided to customers? That’s why business leaders must understand what call center productivity is, how to measure it, and how to improve it. So how do you measure call center agent productivity? Which one is more productive?

Call Center 118

Call Center virtual call center call center software Self service 118

Enghouse Interactive

FEBRUARY 18, 2021

Trends and Realities of Successful Organizations (Blog Series). Contact centers, using AI and UCaaS, drive better customer service perceptions, agent performance and improve overall outcomes. Blog #4 of 4: Key Findings and Where to Focus Your Optimization Efforts . How Best to Engage with Customers and Prospects.

Contact Center 56

Contact Center Analytics Self service Finance 56

SmartAction

NOVEMBER 15, 2023

In today’s fast-paced business landscape, customer self-service has become a pivotal aspect of delivering exceptional customer experiences. As we look towards 2024, the world of customer self-service is at a crossroads, with new challenges and opportunities on the horizon. Key Trends in Customer Self-Service 1.

Self service 97

Self service Virtual Agent Chatbots Analytics 97

SmartAction

FEBRUARY 13, 2024

Businesses who thrive at building robust, complete customer journeys harness the power of automation to build self-service solutions in their order management strategy. This involves: Gathering Data : Utilize customer service logs, feedback surveys, and website analytics to understand your most frequent inquiries.

Best practices 63

Best practices Virtual Agent Management Chatbots 63

3CLogic

FEBRUARY 7, 2024

In today’s digital world, your competitors are no more than a click away, drastically increasing the importance of delivering personalized customer experiences (CX) on the first go. The agent, in turn, is taking notes in one system, managing the conversation in a second, and resolving the issue in a third.

Contact Center 59

Contact Center Cloud contact CRM Self service 59

NobelBiz

FEBRUARY 27, 2024

When companies implement specific tools and best practices, they can significantly improve their customer experience (CX), increase agent performance, and ensure high-quality service. It represents a holistic approach that is aimed at transforming call center functions into a streamlined, customer-focused powerhouse.

Best practices 105

Best practices Call Center Interactive Voice Response First call resolution 105

NobelBiz

APRIL 2, 2024

Are customers becoming more and more demanding with time? With the growing customer expectations, enterprises are under great pressure to deliver exceptional service. Geared towards smaller-scale operations with fewer agents and lower call volumes. RELATED ARTICLE What is IVR?

contact center solutions 106

contact center solutions Enterprise Contact Center Interactive Voice Response 106

BlueOcean

OCTOBER 4, 2023

When one in five of your customers speak something other than English as their first language, providing bilingual customer support is critical. But what mix of live agents versus AI is best for your business? The impact of bilingual support on the customer experience cannot be understated.

Customer Support 124

Customer Support Bilingual agents outsourcing Contact Center 124

SharpenCX

OCTOBER 4, 2023

Customer service can be a thankless job. Agents work hard every day to help customers, and while the internet and social media abound with customer service horror stories, very few customers publicize their positive experiences. Need to pay your credit card? Go to the bank. Need to buy some shoes?

Customer Service 67

Customer Service Contact Center Banking Call Center 67

JustCall

APRIL 9, 2024

Focusing on and creating the best customer experience is no longer a competitive advantage, it’s critical to the success of your operations. You have to be closely attuned to your customer’s wants and needs and strive to exceed those expectations. Why is customer experience important?

Customer Experience 40

Customer Experience Call Logging Brand ambassadors Multi-channel support 40

SmartAction

SEPTEMBER 16, 2022

Conversational AI is making the contact center and customer service industries better than ever. The ability of conversational AI technology to detect and understand speech are two of the biggest challenges faced by the Intelligent Virtual Agent (IVA). Speech Detection vs. Recognition: Understanding What the Customer is Saying.

Interactive Voice Response 89

Interactive Voice Response Virtual Agent Contact Center Engineering 89

Hodusoft

JANUARY 1, 2024

The Rise of Virtual Banking: Contact Center Software as the Backbone of Remote Financial Services Over the past few years, the state of virtual banking has evolved greatly with financial institutions utilizing digital technologies to provide innovative and expedient banking services. That number was 197 million in March 2021.

Contact center software 52

Contact center software Banking Contact Center Finance 52

Upstream Works

DECEMBER 20, 2022

There are many areas where emerging applications are poised to make a big impact during 2023, both for improving the agent experience (AX) and for making the customer experience (CX) smarter. AI applications can recognize these distractions and supress them so agents can better focus on their customers.

Customer Experience 78

Customer Experience Virtual Agent Contact Center Scripts 78

Creative Virtual

APRIL 21, 2022

42% of Americans would rather clean a toilet and 46% would rather go to the dentist than call customer support. These stats, just two of many in the 2022 Achieving Customer Amazement Study , likely have you nodding in agreement thinking about your own painful customer service experiences.

Customer Support 105

Customer Support Interactive Voice Response Virtual Agent Contact Center 105

Hodusoft

JANUARY 1, 2024

The Rise of Virtual Banking: IP PBX Software as the Backbone of Remote Financial Services Over the past few years, the state of virtual banking has evolved greatly with financial institutions utilizing digital technologies to provide innovative and expedient banking services. That number was 197 million in March 2021.

Banking 52

Banking Interactive Voice Response Finance Accountability 52

Expivia

FEBRUARY 15, 2024

The landscape of customer service is on the brink of a major transformation, thanks to the upcoming release from NICE CXone. This release is not just an update; it’s a leap into the future of AI-driven customer service. This tool significantly reduces after-call work, allowing agents to devote more time to customer engagement.

Virtual Agent 75

Virtual Agent APIs Analytics Chatbots 75

TeamSupport

JUNE 20, 2023

Compounding these hurdles is the fact that providing excellent customer support is facing its own set of challenges. As customer support demand continues to increase by 11% per year, reduced staffing levels is causing 75% of customer service agents to face a serious risk of burnout.

Best practices 97

Best practices Self service Chatbots Analytics 97

JustCall

APRIL 3, 2024

It shows more customers are interested in your product or service. But, it also leads to chaotic calls and handling long call queues for customer support and sales teams. It can further lead to a dip in customer experience and a shrinking ROI. It can further lead to a dip in customer experience and a shrinking ROI.

Sales 52

Sales Interactive Voice Response Abandon rate Wait times 52

SmartAction

APRIL 4, 2023

By examining the latest developments in artificial intelligence (AI), the Times correspondents show how virtual voice assistants such as Siri and Alexa squandered their early advantage and left room for the rise of chatbots that use Conversational AI technology. Chatbots are, indeed, a different kind of virtual assistant.

Virtual Agent 85

Virtual Agent Chatbots Self service Banking 85

SmartAction

JUNE 9, 2023

Expectations from customers to be available 24/7 on a variety of channels from voice to social media have driven communication with businesses to evolve beyond traditional interactions. Conversational AI has emerged as the bridge, enabling human-like conversations to help drive and solve customer queries.

Virtual Agent 72

Virtual Agent Chatbots Self service Feedback 72

Upstream Works

JANUARY 31, 2023

As 2023 unfolds, a key theme for contact center leaders to watch is reinforcing the connection between customer experience (CX) and agent experience (AX). CX must always remain the primary focus for the contact center –this recent blog post identified two 2023 trends that will have a major impact on CX.

Contact Center 78

Contact Center Journey mapping Analytics Customer centricity 78

TechSee

JUNE 16, 2022

Customers expect better and faster pre and post purchase services. Whether they need help setting up a new device or to repair a damaged product, the way in which these interactions are handled are at the heart of customer satisfaction. Eric Esguerra, Vice President, Customer Service & Operations at Miele Canada Ltd.

Customer Service 251

Customer Service Chief Customer Officer Contact Center Consulting 251

SmartAction

NOVEMBER 1, 2023

The experience for customers and agents is seamless, and the solution can integrate with your current contact center platform, telephony setup, and data systems. Voice starts with the customer reaching your contact center platform. Our virtual agents can solve 80% to 90% of customer problems.

Contact Center 63

Contact Center Virtual Agent Interactive Voice Response Chatbots 63

Creative Virtual

FEBRUARY 2, 2022

Insurance companies have always had the challenge of delivering personalized support for their customers. From selecting coverage and understanding benefits to confirming payments and filing claims, both policyholders and agents need information that is customized to them. Improve agent experience and boost productivity.

Virtual Agent 98

Virtual Agent Chatbots Self service Contact Center 98

Upstream Works

JUNE 9, 2022

There were too many different customer needs and too many inconsistencies. There were too many different customer needs and too many inconsistencies. The contact center agent’s life was not easy, and we saw it just getting more and more complicated. ” And that’s where you’ll find the soul of your company.

Contact Center 157

Contact Center Brand ambassadors Call Center Virtual Agent 157

NobelBiz

MARCH 26, 2024

While there’s no one-size-fits-all solution to address all operational and customer-related challenges for businesses, Customer Experience Automation (CXA) has emerged as a compelling strategy for a lot of businesses these days. Table of Contents What Is Customer Experience Automation (CXA)?

Best practices 52

Best practices Interactive Voice Response Customer Experience Contact Center 52

Creative Virtual

DECEMBER 8, 2022

As the end of 2022 draws near, it is time once again for Creative Virtual’s annual year in review blog post. Two of the things we are proudest of at Creative Virtual are our experienced, dedicated team and the unique expertise we provide to our customers and partners.

Virtual Agent 52

Virtual Agent Chatbots Government Banking 52