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?

Virtual Agent 67

Virtual Agent Interactive Voice Response Call flow Contact Center 67

TechSee

APRIL 9, 2024

This gap represents the disconnect between customers and service agents, where words fail to convey the full picture of an issue or solution. Without visual assistance, customers struggle to describe technical problems or product statuses, and agents are left to navigate these challenges “blind” without seeing the actual issue.

Technical Support 124

Technical Support Metrics Technology Customer Service 124

CCNG

FEBRUARY 14, 2024

Most of my experience in the last 20 years has been leading virtual organizations. All the companies I worked for had a way for agents to find information and follow processes. This knowledge can be in a SharePoint site or in a software solution with a depository of articles and a search bar for the agents to put in keywords.

Contact Center 195

Contact Center At home agents Coaching Management 195

CCNG

APRIL 12, 2024

Exploring Artificial Intelligence (AI) in Contact Centers The best starting point for AI in the contact center is gathering data. AI can analyze customer data so that you can understand your customer, their challenges, how they utilize your product, and even uncover opportunities for additional sales opportunities.

Contact Center 221

Contact Center Interactive Voice Response CCNG Chatbots 221

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?

Virtual Agent 86

Virtual Agent Interactive Voice Response Call flow Contact Center 86

CCNG

AUGUST 9, 2023

Generative AI, a subset of artificial intelligence (think ChatGPT) that focuses on creating new content, is emerging as the trend of 2023. For example, we asked ChatGPT to act as a customer support agent for Netflix and tell us about the options for contacting customer service. The more specific you are the better the result.

Contact Center 195

Contact Center Chatbots Education Technology 195

Connect

APRIL 18, 2024

Applying artificial intelligence (AI) in the contact centre has emerged as a prolific trend as the hype around Generative or Gen AI – the next iterative advancement in the technology – gathers pace. By Martin Cross, CTO at Connect.

Virtual Agent 74

Virtual Agent Chatbots Average Handle Time Engineering 74

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. 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

Fonolo

DECEMBER 8, 2023

In 2024, we think they will get a major glow-up as companies embrace a much more intelligent version of chatbots. 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.

Contact Center 81

Contact Center Big data Chatbots Scripts 81

SmartAction

DECEMBER 8, 2023

The Beginning of a Transformation Alex’s journey began with a simple yet powerful idea: automating routine tasks with conversational AI virtual agents. The once overburdened agents found themselves focusing on more complex, engaging tasks. It was a game-changer.

Virtual Agent 77

Virtual Agent Contact Center Upselling Interactive Voice Response 77

DMG Consulting

AUGUST 21, 2017

DMG Consulting Releases 2017 – 2018 Robotic Process Automation and Desktop Analytics Product and Market Report. What: Releases 2017 – 2018 Robotic Process Automation and Desktop Analytics Product and Market Report. Companies are looking for ways to improve productivity, and RPA is the answer.”. When: Today, 22 August 2017.

Consulting 48

Consulting Consulting Virtual Agent Marketing 48

CSM Magazine

APRIL 18, 2024

The landscape of customer service is dramatically changing with the introduction of artificial intelligence (AI), particularly large language models (LLMs) such as ChatGPT. With traditional customer service methods, human agents can only handle a limited number of interactions at once.

Chatbots 52

Chatbots Feedback Wait times Customer Service 52

ShepHyken

MAY 27, 2022

She shares how organizations can create an environment that motivates employees to become more productive and improve customer experience. Talk of productivity, and we all have got something to share. Even on days that we are not working, we have this subtle question running in our minds- Was I productive today?

Customer Support 313

Customer Support Employee engagement Call Center Scripts 313

ShepHyken

SEPTEMBER 23, 2019

How To Tell If A Customer Service Agent Will Help You by Christopher Elliott. Forbes) When you’re on the line with someone like Valerie Zhou, there’s no question this customer service agent will help you. After all, the title is “How to Tell if a Customer Service Agent Will Help You.” Then read this article.

Journey mapping 246

Journey mapping Customer Service B2B Analytics 246

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. This lets customers handle their own needs while your agents tackle more demanding issues. Reinforce Agent Talent Ongoing training benefits contact centers and agents.

Contact Center 52

Contact Center Interactive Voice Response Agent Empowerment Self service 52

COPC

APRIL 1, 2024

Technological advancements, notably artificial intelligence (AI), fuel customer experience transformation. This pursuit includes engaging employees, reducing operational costs, and boosting product and service performance. They extend to tools for answering customer queries, feedback and coaching systems, and virtual collaboration.

Customer Experience 89

Customer Experience Gamification Benchmark Chatbots 89

Connect

DECEMBER 11, 2023

Technology-enabled transformation is a growing trend as operators look to access the latest technologies shaping the contact centre of the future , with artificial intelligence (AI) a key strategic focus. Training new agents has consistently demanded significant time and resources, impacting both operational efficiency and the bottom line.

Technology 93

Technology Average Handle Time Cloud contact First call resolution 93

JustCall

AUGUST 8, 2023

By leveraging Natural Language Processing (NLP), machine learning, and chatbots/virtual assistants, Conversational AI offers a new-age solution that enhances customer interactions and drives tangible business outcomes. Discover how these intelligent conversational agents are reshaping the future of e-commerce. billion by 2024.

Chatbots 52

Chatbots Customer retention Coaching Feedback 52

TeleDirect

OCTOBER 25, 2023

At TeleDirect, we consider our agents the backbone of our company. While, in our opinion, it can never replace live agents, call center AI offers remarkable advancements that can transform the experience for customers and business owners. It can direct the agent to each step required to resolve the customer’s pain point.

Call Center 62

Call Center Technology Customer Support Complaint resolution 62

Interactions

APRIL 16, 2024

Therefore, when choosing an Intelligent Virtual Assistant (IVA), it is important to not simply implement technology just for the sake of it, but to make sure that it is enhancing the overall customer experience. Self-Service Some IVRs and automated systems only assist customers by directing them to a live agent. What’s an IVA?

Customer Care 62

Customer Care Self service Metrics Interactive Voice Response 62

Liveops

MARCH 11, 2021

How do companies ensure that their teams remain efficient, productive, and satisfied while working from home? A 2021 Enterprise Blueprint for Remote Work: 5 Proven Methods to Optimize Agent Productivity and Reduce Attrition. Give your agents time to adapt. Measure engagement & productivity. “It

Gamification 118

Gamification Enterprise Contact Center Contact center software 118

SmartAction

FEBRUARY 27, 2023

Two popular options are Interactive Voice Response (IVR) and Intelligent Virtual Agent (IVA). Each option has a role in customer service depending on what parts of the customer experience businesses want to automate and which parts they want live agents to handle. What is an Intelligent Virtual Agent (IVA)?

Interactive Voice Response 74

Interactive Voice Response Contact Center Virtual Agent Self service 74

NobelBiz

DECEMBER 11, 2023

Agents can navigate conversations effectively, address issues systematically, and deliver high-quality service, ultimately enhancing customer satisfaction and loyalty. The call flow connects the caller to an agent with the necessary skills. Training: Facilitates easier training of new agents with a standardized approach.

Call flow 106

Call flow Interactive Voice Response Customer Experience Contact Center 106

OctopusTech

MARCH 22, 2024

Chatbots are artificial intelligence-powered virtual assistants that simulate human conversations with customers through messaging apps. How do artificial intelligence Chatbots work? Artificial intelligence (AI) Chatbots have rapidly gained popularity in recent years, revolutionizing how companies interact with customers.

Chatbots 62

Chatbots Marketing Abandon rate Healthcare 62

Interactions

JUNE 22, 2023

This includes utilizing data analytics, customer surveys, and feedback to tailor products, services, and communication channels to customers’ unique requirements. Train and Empower Agents Human agents play a critical role in delivering a customer-centric culture.

Customer centricity 62

Customer centricity Surveys Customer Care Analytics 62

SmartAction

FEBRUARY 13, 2024

Look for patterns in questions related to product availability, shipping times, order processing, cancellations, returns, or package tracking. Personalization and Relevance Creating a personal touch in your order management virtual agent can significantly enhance customer experience and engagement.

Best practices 63

Best practices Virtual Agent Management Chatbots 63

SmartAction

JUNE 27, 2023

Let’s address the common objections and show you how to overcome them with conversational AI and virtual agents. By deploying virtual agents, you can reduce the need for a large workforce to handle routine inquiries. Today’s virtual agents are far from the robotic voices of the past. No worries!

Contact Center 80

Contact Center Virtual Agent Agent burnout Self service 80

DMG Consulting

MARCH 8, 2024

AI and the Contact Center Staffing Challenge March 2024 It’s challenging and costly to hire, train, and onboard new contact center agents, and it’s often more difficult to retain them. This is one of the many reasons artificial intelligence (AI) is proving to be valuable for contact centers.

Contact Center 48

Contact Center Real estate Self service Consulting 48

TeamSupport

DECEMBER 20, 2023

Implementing advanced customer relationship management (CRM) systems can help streamline information, allowing agents to provide more personalized and efficient support. Invest in AI-Powered Technologies Artificial intelligence (AI) and machine learning technologies continue to revolutionize customer support.

Customer Support 108

Customer Support Feedback Chatbots CRM 108

JustCall

NOVEMBER 24, 2022

We take pride in powering the productive workflows of sales and support agents across the globe. This validates the significant investments we’ve made over the past year in building capabilities for training, coaching, agent productivity, automation, intelligent workflows, and analytics in our products.

SaaS 98

SaaS Technology Telecommunications Coaching 98

Solvvy

OCTOBER 12, 2022

Chances are, the last time you called a customer support number, you interacted with an artificial intelligence chatbot. Artificial intelligence (AI) can enhance the types of experiences chatbots can deliver. Introduction to Artificial Intelligence Chatbots. First, artificial intelligence can help overcome labor challenges.

Chatbots 94

Chatbots Customer Support Interactive Voice Response Self service 94

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. Stop tying up your queues and live agents with repetitive, monotonous tasks. To understand this better, let’s look at an example.

Customer Experience 83

Customer Experience Customer Service Virtual Agent Self service 83

Solvvy

NOVEMBER 30, 2022

Zoom Virtual Agent , an intelligent conversational AI chatbot solution, uses natural language processing and machine learning to accurately understand and painlessly resolve issues for customers. Zoom Virtual Agent works 24/7 on multiple support channels to deliver fast, personalized customer experiences.

Virtual Agent 62

Virtual Agent Chatbots Contact Center Healthcare 62

Creative Virtual

APRIL 21, 2022

Long wait times, disengaged agents, multiple call transfers, repeating yourself over and over – calling customer support has a bad reputation for a reason. Many of us would rather self-serve on the website, send an email, or chat with an agent online for most of our support needs, particularly when we are dealing with large companies.

Customer Support 105

Customer Support Interactive Voice Response Virtual Agent Contact Center 105

SmartAction

MARCH 7, 2023

Trend #1: IVAs and Automation Intelligent voice assistants (IVAs) process the words a user speaks and converts them into digital data that software can reliably analyze. Moreover, Gartner estimates that one in 10 agent interactions will be automated by 2026, an increase from the current 1.6% Advances in IVAs could not be more timely.

Multichannel 82

Multichannel Virtual Agent Self service Accountability 82

Talkdesk

SEPTEMBER 16, 2020

From knowledge bases to virtual agents, the potential disruption that a solid set of self-service applications can bring to contact center efficiency and customer experience is unquestionable and justifies all the buzz. Additionally, virtual agents can provide sustainable 24/7 support for many contact centers.

Virtual Agent 115

Virtual Agent Call Center Self service Contact Center 115

Spearline

OCTOBER 13, 2021

AI adoption in contact centers – virtual agents The voice-bot is emerging as an attractive conversational-user-interface which offers accessible and comfortable user interaction. These can assist users in a range of activities, including access to product and service information over telephone or over the internet.

Virtual Agent 98

Virtual Agent Contact Center Chatbots Consulting 98