ShepHyken

JANUARY 4, 2022

Intelligent Virtual Assistant. The Opportunities and Fears Surrounding Intelligent Virtual Assistant. In this episode, Genefa Murphy talks about the Five9’s Intelligent Virtual Agent and how AI can be used to improve communication across all channels. What is an Intelligent Virtual Assistant?

Virtual Agent 318

Virtual Agent Interactive Voice Response Contact Center Consulting 318

CCNG

JANUARY 10, 2024

Information that can be updated and delivered instantaneously by an agent to a customer looks like a productivity boost as well as a driver of positive customer experiences. One of the questions on a QA score card is “Did the agent offer accurate information to the customer?” If not, how will the supervisor coach the agent?

Technology 195

Technology CCNG Coaching Contact Center 195

TechSee

SEPTEMBER 7, 2021

When most service organizations consider implementing Visual Assistance, they mainly focus on how to use the technology to support remote teams in the field or contact center. Here are five innovative visual assistance use cases you should consider. Here are five innovative visual assistance use cases you should consider.

Technical Support 191

Technical Support Sales Upselling Technology 191

ShepHyken

DECEMBER 9, 2022

Customers want to be able to reach a live person when they need assistance. First, make sure that your contact center is easily accessible and that customers can reach a live person when they need assistance. A customer interacts with the ad, so an agent contacts them to give them more information. The takeaway?

Sales 307

Sales CRM Contact Center Customer retention 307

TechSee

SEPTEMBER 21, 2023

As a Generative AI enterprise platform, Sophie AI is built to secularly observe, learn and interact at scale, helping your agents, engineers and end-customers. In contrast, Sophie AI is trained like today’s human agents and engineers. These chatbots demanded a lot of effort from users and administrators.

Engineering 109

Engineering Enterprise Chatbots Self service 109

TechSee

FEBRUARY 23, 2023

Today’s customer service personnel are being asked to deliver higher quality service across more products, more complex products, and at more significant volumes than ever before. In response, many leaders in the industry are investing in increasing the skill levels of their contact center agents, often referred to as upskilling.

Contact Center 124

Contact Center Average Handle Time Education Best practices 124

ShepHyken

OCTOBER 1, 2021

Automated customer service systems like IVR, chatbots and even knowledge management systems can help you assist customers even when your agents aren’t online.? . The set of technologies to automate customer service enables your business to reduce agent involvement at every support stage. Your agents save multiple efforts.

Customer Service 391

Customer Service Chatbots Interactive Voice Response Customer Support 391

ShepHyken

JANUARY 22, 2024

With user-friendly technologies, the process of reskilling the workforce becomes more accessible, creating a workforce that is adept at leveraging AI tools to enhance productivity and deliver great customer experience. How does AI contribute to enhancing productivity and efficiency in the service economy?

Customer Service 201

Customer Service Technology Personalization Customer Experience 201

JustCall

MARCH 21, 2024

. – Your sales reps stumble over detailed product queries, derailing potential deals. Meanwhile, your support agents frantically search for resolutions to complex issues, testing customer patience. What if you had a secret weapon to help your agents ? The outcome?

Scripts 59

Scripts First call resolution Engineering Sales 59

TechSee

AUGUST 15, 2021

Product warranty management has become an area of focus for many manufacturers. When a product breaks or does not function properly, the OEM is typically liable for the repair, replacement, or refund of that item according to the terms of the warranty. Using Visual Assistance as a Solution to Successful Warranty Cost Management.

Management 207

Management Self service B2B Contact Center 207

CSM Magazine

APRIL 18, 2024

With traditional customer service methods, human agents can only handle a limited number of interactions at once. Chatbots and Virtual Assistants Customer service departments are increasingly deploying LLM-powered chatbots and virtual assistants. One of the main benefits of LLMs in customer service is increased efficiency.

Chatbots 52

Chatbots Feedback Wait times Customer Service 52

TechSee

MAY 19, 2020

Product registration – the process of capturing new customers’ information – enables brands to connect directly with consumers and engage with them during their relationship with the company. The challenge for brands is to get their customers to take that first step: register their products. Product registration process trends.

Self service 207

Self service Sales Customer effort Technology 207

TechSee

NOVEMBER 10, 2020

Shut down live assistance channels? Two words: visual assistance. Visual Assistance in Customer Service. Visual assistance allows users to instantly stream their mobile device camera or screen via web connection, for real-time, interactive visual engagement. Visual Assistance in the Contact Center. field services.

Customer Service 207

Customer Service Self service Average Handle Time Contact Center 207

Connect

APRIL 18, 2024

In contact centres, the technology holds the potential to turn clunky chatbots into super-agents that deliver exceptional customer experiences 24×7, boost agent productivity, and drive business success by managing frontline engagement, offloading basic tasks from agents to boost contact centre capacity and first contact resolution (FCR) rates.

Virtual Agent 74

Virtual Agent Chatbots Average Handle Time Engineering 74

NobelBiz

APRIL 2, 2024

At the core of this modern transformation lie Enterprise Contact Center Solutions , sophisticated platforms designed to streamline communication, enhance productivity, and drive customer satisfaction. Geared towards smaller-scale operations with fewer agents and lower call volumes.

contact center solutions 106

contact center solutions Enterprise Contact Center Interactive Voice Response 106

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. and switching to your competitor. The solution? Personalization.

Virtual Agent 67

Virtual Agent Interactive Voice Response Call flow Contact Center 67

Fonolo

DECEMBER 8, 2023

These AI-driven virtual assistants can understand – and even learn – human language and detect sentiment too. But we think the bigger payoff will be found on the agent side. But we think the bigger payoff will be found on the agent side. The AI may recommend personalized product picks or services you didn’t even know you needed!

Contact Center 81

Contact Center Big data Chatbots Scripts 81

VirtualPBX

APRIL 10, 2024

Last week we announced the newest product to our lineup The VirtualPBX Contact Center. It serves as a central point where customers can reach out for assistance and support through various channels. They also resolve issues and provide information about products or services. But what is a contact center?

Contact Center 59

Contact Center Wait times CRM Healthcare 59

Fonolo

MARCH 16, 2023

Your contact center may run like clockwork, with engaged agents answering calls quickly, solving problems, and creating satisfied customers in record time. KPIs monitor just about everything that happens in a contact center: workflow, scheduling, attendance, agent performance , and customer satisfaction. KPIs matter.

Contact Center 151

Contact Center Average Handle Time First call resolution Metrics 151

CSM Magazine

APRIL 22, 2024

As Laura Stevens, CCaaS & CRM Product Manager at Awaze, pointed out, their company is still in the early stages of integrating AI across different platforms and services. Conversational agents are expected to become more prevalent, enabling fully digital twin journeys that seamlessly integrate with human support when needed.

outsourcing 52

outsourcing Engineering CRM Technology 52

Vistio

APRIL 22, 2024

We’ve all heard stories of chatbots providing nonsensical answers or virtual assistants misunderstanding customer inquiries. One effective strategy is to use AI as a training or agent guidance tool within your contact center. Agent Empowerment: AI can be a valuable ally for your customer service agents.

Contact Center 52

Contact Center Agent Empowerment Best practices Chatbots 52

TechSee

JANUARY 24, 2023

While visual engagement often improves multiple KPIs within the call center, this article will focus on the relationship between the efficient use of visual assistance and the direct effect on AHT. Visual assistance is a valuable collaboration strategy, but we also want to ensure it is practically effective.

Average Handle Time 109

Average Handle Time First call resolution Call Center Technology 109

Comm100

APRIL 22, 2024

The productivity of your customer service agents directly impacts your company’s success. Enhanced agent productivity not only accelerates response times but also elevates the overall quality of service. Understanding the challenges Agents commonly face a multitude of challenges that can impede their performance.

Chatbots 52

Chatbots Feedback Customer centricity Wait times 52

TechSee

MARCH 5, 2020

Managers will often focus on improving employee productivity to keep customers happy and costs down. However, if they are too successful at increasing productivity, their efforts can easily backfire. Overworking employees can actually drive up call center costs by causing burnout and leading to high agent turnover.

Call Center 145

Call Center Average Handle Time Contact Center Metrics 145

SmartAction

NOVEMBER 22, 2023

The AI-powered voice assistants of today offer a seamless experience, reaching a virtual assistant, in seconds, that can answer customer intentions with just a few words. Conversational AI helps them out of what seems to be an endless cycle of button pressing and voice prompts to connect them immediately with a virtual agent.

Contact Center 88

Contact Center Interactive Voice Response Virtual Agent Management 88

TechSee

OCTOBER 9, 2018

Having grown up with the Information Superhighway, they will attempt to solve issues on their own via google, youtube or other online resource before contacting a company representative for assistance. Create a cohesive community where Millennials can connect and assist each other. 5 Enabling technologies to reach Millennials.

Customer Service 359

Customer Service Self service Virtual Agent Chatbots 359

JustCall

APRIL 3, 2024

It shows more customers are interested in your product or service. This blog unlocks the secrets of using IVR automation with JustCall to handle high call volume with ease and free up your agents for what matters most! This could lead to an influx of calls seeking information or assistance. Drowning in calls during peak season?

Sales 52

Sales Interactive Voice Response Abandon rate Wait times 52

TechSee

SEPTEMBER 29, 2020

Time – help agents resolve customers’ issue faster. Staffing – make sure agents are utilized as efficiently as possible. These are often requests for assistance with common, uncomplicated tasks such as operating a device, changing a password, or simple troubleshooting. Techniques to reduce call volume.

Call Center 196

Call Center Self service Gamification Contact Center 196

Zappix

MARCH 13, 2024

.” Zappix’s innovative Digital Engagement Platform centers around its cloud-based solution and offers three main products to enhance customer experiences: Digital Outreach, Digital Self-Service, and Digital Agent Assist.

Self service 52

Self service Interactive Voice Response Analytics CRM 52

Interactions

APRIL 16, 2024

A dedication to understanding your customers ensures that every interaction is personalized and purposeful, alleviating the pain of lengthy wait times and ensuring each conversation is met with effective, personalized assistance. Self-Service Some IVRs and automated systems only assist customers by directing them to a live agent.

Customer Care 62

Customer Care Self service Metrics Interactive Voice Response 62

TeamSupport

NOVEMBER 15, 2023

These days, there are a number of ways for customers to get the answers they need without direct interaction with an agent, including knowledge bases, community forums, and AI-powered virtual assistants. Level 1 customer support consists of staff who have a foundational knowledge of products and services.

Best practices 105

Best practices Customer Support Engineering Analytics 105

TeamSupport

APRIL 23, 2024

By providing timely assistance, agents can establish themselves as partners. Technology has transformed traditional processes to enable companies to optimize their operational patterns, helping agents and customers alike achieve resolution quicker. Take a product tour or book a demo with us today.

Customer Support 52

Customer Support Technology Analytics Feedback 52

Calltools

APRIL 3, 2024

It’s very difficult to remain competitive until you have managers, agents, tools, and strategies working together to improve every customer’s experience. Others just want to complete simple tasks they can handle without assistance. This lets customers handle their own needs while your agents tackle more demanding issues.

Contact Center 52

Contact Center Interactive Voice Response Agent Empowerment Self service 52

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. and switching to your competitor. The solution? Personalization.

Virtual Agent 86

Virtual Agent Interactive Voice Response Call flow Contact Center 86

SmartAction

NOVEMBER 15, 2023

The Evolution of Customer Self-Service Customer self-service has come a long way since the days of waiting on hold for assistance from traditional call centers. Underpinned by state-of-the-art technology, you can now have a conversation with virtual agents who will understand customer needs and address them quickly.

Self service 97

Self service Virtual Agent Chatbots Analytics 97

Fonolo

FEBRUARY 29, 2024

Agents feel it too. Investing in tools that support both employee satisfaction and team productivity – like Fonolo Call-Backs – pays extra dividends in this environment. It’s a tough job and managers are feeling the squeeze. It’s a normal part of the business cycle, but companies need to be ready.”

Contact Center 87

Contact Center Call Center Self service Customer Care 87