SmartAction

NOVEMBER 19, 2019

Frost & Sullivan awards Purchasing Power ® for their AI-Powered Virtual Agent created in partnership with SmartAction ® to enable conversational self-service for their customers. SmartAction uses proprietary conversational AI to automate conversations that used to be handled by call center agents over phone, chat, and text.

Virtual Agent 40

Virtual Agent Self service Interactive Voice Response Government 40

Contact Center Pipeline

JANUARY 22, 2020

In 2016, I spoke at a customer conference and the topic was, “Contact Center 2020.” At the time, 2020 seemed like it was forever away, and I had carte blanche to forecast whatever I wanted to about the potential state of the contact center in 2020. I opened the session with a brief clip from […].

Contact Center 296

Contact Center Self service Interactive Voice Response Technology 296

Fonolo

SEPTEMBER 27, 2016

As any customer support manager knows, there are a number of crucial factors that come into play when looking to succeed in the call center world. We often hear from call center managers who are trying to improve their call metrics with our solutions. How Do You Exceed KPIs in Your Contact Center?

call center professionals 98

call center professionals Call Center Average Handle Time Contact Center 98

NICE inContact

MARCH 10, 2016

In this blog, we help narrow down this long list to help you focus on the metrics that, when improved upon, will really help your contact center thrive. Check out our list below of the most critical call center metrics and KPIs for both inbound and outbound contact centers. Service Quality. Outbound Dialing.

Metrics 55

Metrics Call Center Average Handle Time First call resolution 55

TeamSupport

JANUARY 9, 2024

1960s-1970s: Emergence of Call Centers The concept of providing on-demand customer support began with call centers in the 1960s. These early call centers were often powered by manual processes, with operators using basic databases to retrieve customer information.

Customer Support 59

Customer Support Technology CRM Chatbots 59

aircall

DECEMBER 19, 2016

With every customer service champion, we’ll look at what they can teach us about improving our own customer service, and cultivating our own customers’ happiness. Best customer service companies of 2016: all-star division. Amazon consistently tops the polls when it comes to great customer service. SpotifyCares.

Customer Service 74

Customer Service Advertising Transportation Customer Support 74

Fonolo

JUNE 19, 2019

The poster child for CPaaS is of course Twilio, the Silicon Valley unicorn that went public in 2016. How to Prepare Your Call Center for a Crisis: Black Friday and Cyber Monday. How can call centers improve customer interactions during the most important weekend of the year? Optimize Your Self-Service Channels.

voip 113

voip Airlines Call Center Self service 113

Comm100

JANUARY 14, 2016

In recent years, consumers have placed greater importance on the quality of customer service than on the price and quality of products alone. As we enter 2016, it appears that this consumer behavior trend will continue through 2016 and beyond. These days, consumers expect easy access to customer service in every way possible.

Customer Service 0

Customer Service Self service Advertising Airlines 0

Serenova

JUNE 24, 2020

What Is an Omnichannel Call Center? Omnichannel contact centers are contact centers that provide superior customer service experiences that keep people coming back. What Is the Difference Between a Multichannel Contact Center and an Omnichannel Contact Center?

Call Center 40

Call Center Multichannel Contact Center contact center solutions 40

SmartAction

JULY 13, 2018

With AI adoption within contact centers at an all-time high, the Los Angeles based company is prepared to scale its impact as the market searches for omni-channel automation approaches to offload the conversations handled by live agents today. SmartAction is transforming customer self-service with Artificial Intelligence.

Call Center 40

Call Center Marketing B2B Contact Center 40

SmartAction

FEBRUARY 11, 2020

Leading provider of AI-powered Virtual Agents for omnichannel self-service posts its largest growth in sales bookings for the year. by 2024 1 , a shift to holistic end-to-end solutions paves a path towards widespread adoption as enterprises seek to expand AI-enabled self-service capabilities over voice, chat, and SMS.

Virtual Agent 57

Virtual Agent Self service Enterprise SaaS 57

Hodusoft

JULY 31, 2018

We saw plenty of changes in call center work culture, training and customer experience landscape in 2017. Stay with us and find out some of the top trends in enterprise call centers progressing in 2018. The post Top 5 Trends for Enterprise Customer Service and Call Centers in 2018 appeared first on.

Enterprise 40

Enterprise Call Center Customer Service Contact Center 40

TechSee

MAY 1, 2018

Gartner reports that the vast majority of utilities’ investment in AI is earmarked for customer service. 86% of utilities already use AI in customer engagement applications, call center service and support, or digital marketing platforms, far exceeding AI use in other areas of operation.

Analytics 132

Analytics Call Center Chatbots Customer Support 132

Fonolo

FEBRUARY 26, 2020

Based on 200 secret shopper calls to CRA’s business enquiries line, the grade, down from the C- they received from the organization last year. The report found that call center agents were not able to respond to customer calls in a timely manner. Top related content: How to Improve Service Levels in Your Call Center. “A

Service level 75

Service level Wait times Call Center Self service 75

Babelforce

MARCH 9, 2022

First, let’s establish what exactly the “cloud” in “cloud contact center” means. Traditionally, call centers would use software purchased on licenses and stored directly on their computer hardware. Many call centers were quickly upended when governments issued work-from-home orders. Provide self-service options.

Cloud contact 52

Cloud contact Contact Center Customer Experience Entertainment 52

aircall

JANUARY 24, 2022

In terms of revenue, good customer service counts for a lot. Forbes reports that companies lost up to $75 billion in 2018 because of poor customer service. That figure is up by $13 billion from 2016. Set up a call center. Here’s how the right software solutions can take your call center from good to great.

Call Center 126

Call Center Best practices call center software CRM 126

Contact Center Pipeline

JUNE 2, 2016

Summer is almost upon us at Contact Center Pipeline. We would love for you to tuck us in your beach bag or enjoy us poolside. Enter Summer2016 in the coupon code during checkout and receive 50% off your digital or print subscription. Here is what you’ll find in our June issue: FEATURE ARTICLES Upgrade the […].

Contact Center 100

Contact Center Self service Analytics Call Center 100

Inbenta

MAY 14, 2021

GOL, a brasilian airlines who has been a customer of Inbenta since 2016 , has launched new features to enhance the capabilities of GAL, the airline’s virtual assistant, on WhatsApp. To learn more about how GOL uses Inbenta to relieve pressure on its call center and improve customer experience, read our dedicated case study.

Airlines 99

Airlines Chatbots Call Center Management 99

Mindtouch

JANUARY 31, 2018

This is especially true for customer help centers, where holiday madness is typically accompanied by a seasonal spike in support tickets. Take Cyber Monday 2016, for example. According to the Marchex Institute, inbound call volumes increased 16 percent on average. Not only that, but there was an 11% spike in abandoned calls.

Abandon Call 63

Abandon Call Chatbots Self service CRM 63

SharpenCX

JUNE 24, 2021

But without the bigger picture, you’ll never deliver exceptional customer service and become an industry leader. Read Next] How to build purpose into your call center. They prioritize self-service help for exceptional customer service. . Read Next] How to take lasting steps toward call center equality.

Real estate 67

Real estate Marketing Customer Service Banking 67

Eptica

OCTOBER 26, 2016

Date: Wednesday, October 26, 2016 6 factors driving contact center change. Published on: October 26, 2016. Author: Dharmesh Ghedia With customer service being at the top of the business agenda for organizations, what are the trends that are impacting contact centers? Share this page on: Tweet.

Contact Center 71

Contact Center Multichannel Self service Surveys 71

SmartAction

FEBRUARY 21, 2019

The biggest emerging trend in the customer service space is the trend toward self-service automation – fast, effortless self-service. They want to self-serve on their channel of choice, they want to do it immediately, and they want the experience to be better than speaking with a live agent,” said Dougherty.

Virtual Agent 43

Virtual Agent Self service Contact Center Customer Care 43

Outsource Consultants

OCTOBER 9, 2019

In honor of National Customer Service Week, we wanted to offer some key insights on three trends to keep in mind as you craft call center experiences for your customers. After all, exceptional customer service requires constantly reinventing what you do well and what you could be doing better. . Technology investment.

Call Center 59

Call Center Call center experience Consulting Consulting 59

Aspect

JUNE 27, 2017

Let’s recap what we’ve covered thus far in our customer engagement center series …. We’ve defined the value and need for a customer engagement center and we’ve discussed the following capabilities: self-service , omni-channel customer experience , and proactive outreach. Today, we are continuing with service intelligence.

First call resolution 48

First call resolution Contact Center Self service Call Center 48

Win the Customer

DECEMBER 15, 2015

According to research by Gartner, 89 percent of executives are betting on customer experience as their primary mode of competition before the end of 2016. From augmented shopping experiences to completely virtual call centers and agents, the future of customer service is already here. Virtual Call Centers.

Omni-channel support 72

Omni-channel support virtual call center Customer Experience Virtual Agent 72

Fonolo

JANUARY 15, 2019

In an industry driven by customer gratification, learning the difference between customer service vs. customer care vs. customer satisfaction became quintessential in 2018. Yes, we all know this is a tale as old as the call center, and we also know the importance of the customer experience.

Contact Center 80

Contact Center Gamification Call Center Self service 80

Serenova

JUNE 24, 2020

Omnichannel contact centers are contact centers that provide superior customer service experiences that keep people coming back. Omnichannel contact centers allow customers to get help when they want it, through the communication channels of their choice—whether with a live agent or real-time self service options.

Contact Center 98

Contact Center Multichannel contact center solutions Cloud contact 98

TechSee

JUNE 5, 2018

trillion hours in 2016 — a year-over-year app engagement increase of over 50 percent. For example, while CSPs are eager to increase the usage of their self service apps, adoption has been relatively low (estimated as below 30%). 2 Co-browsing and Visual Support.

Chatbots 116

Chatbots Self service Technology Surveys 116

Fonolo

FEBRUARY 13, 2018

But there’s one central question that I think is not being addressed as critically as it should: Is chat acting as a substitute for phone calls? First, to be clear, I’m not talking about chat- bots , i.e. automated self-service, I’m talking about a conversation with a human agent via some form of text-based channel.

Customer Service 84

Customer Service Contact Center Chatbots Call Center 84

Serenova

JUNE 24, 2020

Omnichannel contact centers are contact centers that provide superior customer service experiences that keep people coming back. Omnichannel contact centers allow customers to get help when they want it, through the communication channels of their choice—whether with a live agent or real-time self service options.

Contact Center 98

Contact Center Multichannel contact center solutions Cloud contact 98

SharpenCX

MAY 27, 2021

Now, customer service research shows more than 82% of customers feel comfortable using digital channels, chatbots, and self-service options. Technology in the service experience is more than just the IVR you punch through at the start of a phone call. Trend #2: Automation is Becoming Mainstream.

Contact Center 67

Contact Center Customer Service Interactive Voice Response Chatbots 67

Avaya

OCTOBER 7, 2016

With so many devices on their hands, and so many channels to engage with brands, customers also expect agents to know the history of their past interaction, regardless of whether it is an email, a phone call, or a visit to a branch or store. In short, the contact center of today must be demand based and software driven.

Contact Center 81

Contact Center Customer Experience Self service Best practices 81

Quiq

AUGUST 17, 2021

Recent surveys from NBC and studies from Harvard Business Review illustrate that 75% of consumers feel that customer service has gotten worse amidst the pandemic and that call center hold times have increased by as much as 35%. The Strategic Opportunity in Digital Customer Service.

Customer Service 52

Customer Service Customer Support Self service APIs 52

Solvvy

DECEMBER 16, 2019

” Facebook began offering Facebook Messenger “bots” to brands on their platform in 2016, and many other companies quickly followed suit. Machine learning in self-service support. Finally, that brings us to the AI-driven self-service platform. . That could mean: Growth in self-service solutions.

Interactive Voice Response 48

Interactive Voice Response Customer Service Chatbots Self service 48

Sykes

MARCH 5, 2019

This ranking acknowledges SYKES’ operational excellence as well as a series of recent strategic acquisitions and partnerships that redefine the company as a digital customer experience powerhouse, including becoming the first call-center provider with significant automation capability.

Marketing 75

Marketing Technical Support Enterprise Transportation 75

NICE inContact

JANUARY 24, 2018

Similarly, the Salesforce Einstein AI platform was initially announced in 2016. SmartAction – AI engine powers self-service across voice and digital channels using natural language processing (NLP). AnswerDash – AI-powered self-service support for web, mobile and chatbots.

Customer Care 74

Customer Care Cloud contact APIs Contact Center 74

DMG Consulting

JANUARY 8, 2018

2018 will be the year of driverless cars – circa 2016. The call center world hasn’t escaped its share of sensational claims, which include: Voice response units (VRUs, predecessors of the IVR) are going to replace the need for live agents – circa 1980s. Contact centers and back offices will merge in the next 10 years – 0.3

Contact Center 48

Contact Center Analytics Consulting Consulting 48