SmartAction

DECEMBER 15, 2021

The decline continued but stabilized around 2004 until the Great Recession of 2008 hit, which severely affected the labor participation rate. How does conversational AI automation for the contact center fit into solving the issue of not having enough workers for all the demand? It dropped to 63% until it normalized around 2013.

Contact Center 78

Contact Center Virtual Agent Agent burnout Self service 78

Lumoa

JUNE 23, 2021

In the age of smartphones, where support is only a click away, consumers have massive expectations when it comes to customer service. In fact, it’s such a huge deal for customers today that it has overtaken price and product as the key brand differentiator.

Cloud contact 83

Cloud contact Interactive Voice Response Contact Center Chatbots 83

Interactions

DECEMBER 18, 2019

And therefore, what we consider now to be vital channels of communication between businesses and customers weren’t used in the same way 10 years ago. Facebook had only recently developed their chat function in 2008, which was really only used for communication between friends. AI and Agents: Better Together.

Customer Experience 62

Customer Experience Chatbots Contact Center Virtual Agent 62

Xaqt

JUNE 1, 2020

Even before the global pandemic, Contact Center and Business Process Outsourcers (BPOs) were facing new headwinds and competitive pressures. Even before the global pandemic, Contact Center and Business Process Outsourcers (BPOs) were facing new headwinds and competitive pressures. The large cloud providers (ie.

Virtual Agent 52

Virtual Agent outsourcing Call Center Real estate 52