CSM Magazine

MARCH 13, 2020

Facilitating customer self-service using automated contact channels, such as IVR and chatbots is a recognised method of reducing strain on contact centers during spikes in demand. Here are 5 ways specialist service bots can play a winning role in your organization’s customer retention strategy: 1.

Chatbots 64

Chatbots Customer retention Contact Center Self service 64

CSM Magazine

NOVEMBER 27, 2020

The assembled experts reported that, at the end of March 2020, they had between 15% and 50% of contact centre colleagues working from home and that this had caused particular challenges for customer service colleagues working overseas. His previous enterprise IT career was with Siemens, Germany, and Cap Gemini, UK.

Wait times 98

Wait times Chatbots Enterprise Technology 98

TechSee

DECEMBER 5, 2017

To ensure high levels of customer satisfaction, companies must provide stellar customer service anytime, anywhere, and through any touch point. Casengo is a cloud-based customer support software platform that enables companies to provide customer service through social networks, email or chat. 1. Casengo.

Contact Center 116

Contact Center Technology Self service Call Center 116

CSM Magazine

JUNE 27, 2018

Cathal McGloin, CEO of ServisBOT describes why AI is perfectly poised to help customer service professionals shine. Customer service departments are still rooted in voice-centric service infrastructure, but this is about to change. Voice from the past. Escape from routine.

Scripts 40

Scripts Chatbots Enterprise Healthcare 40

Xaqt

JUNE 1, 2020

Amazon, Google, Microsoft) and well-funded start-ups are selling the value proposition of bots, virtual agents and AI to their enterprise customers. As Conversational Service Automation threatens to reduce agent counts and top line revenue for BPOs, the opportunities to take advantage of the technology may initially seem elusive.

Virtual Agent 52

Virtual Agent outsourcing Call Center Real estate 52

Comm100

NOVEMBER 13, 2022

A Complete Guide to Omnichannel Customer Service. The state of customer service is always changing, and brands must keep up. Customers now use an average of nine different channels to connect with companies, and they expect the support they receive on these channels to be fast, convenient and personalized.

Customer Service 90

Customer Service Multichannel Chatbots Healthcare 90

Comm100

NOVEMBER 23, 2020

Customer service isn’t just about your team having the right attitude and training. For your customer support to be great (or even just functional) in 2020, you need the systems to back it up. Your customer help desk software keeps incoming queries from falling through the cracks by turning them into easily manageable tickets.

Chatbots 52

Chatbots Enterprise CRM Customer Support 52