Avaya

MARCH 28, 2017

I recently attended Jeff Pulver’s 2017 MoNage conference to get the latest views on chatbot usage and expectations for serving customers. Jeff says that “as chatbots get better and better, there may be less of a need to visit a business website.” Chatbots enable a customer to answer questions via text.

Chatbots 62

Chatbots Contact Center Interactive Voice Response Self service 62

Customer Service Life

MARCH 24, 2018

Looking back over the past year of working in contact centers, it’s a daunting task to recall the lessons I’ve learned for a few reasons. So what did I do to come up with three lessons for 2017? In 2017, I finally openly discussed my feelings with other contact center professionals — 14 of them to be exact.

Coaching 60

Coaching Chatbots Contact Center SaaS 60

Balto

SEPTEMBER 6, 2022

What will the contact center of 2030 look like?” Marc Bernstein asks the guests on his podcast, “ Reimagining the Contact Center.” The executive consensus is not to eliminate humans from contact centers in the next ten years and replace them entirely with AI. Share on Twitter. Share on Facebook.

Contact Center 52

Contact Center Interactive Voice Response Chatbots Self service 52

ShepHyken

DECEMBER 8, 2017

This week we feature an article by Mansi Bhatia who looks at ways organizations can transform contact centers into a customer engagement center. I like the idea of a customer engagement center. – Shep Hyken. Earlier, businesses used to see contact centers as cost centers.

Contact Center 112

Contact Center Customer Service Chatbots Virtual Agent 112

VocalCom

JUNE 17, 2019

As artificial intelligence continues to modernize customer experiences, chatbots are at the heart of this technological revolution. According to Business Insider, 67% of customers worldwide used a chatbot for support in 2017—and the numbers continue to rise. They love the benefit of self-service.

Chatbots 48

Chatbots Contact center software Self service Banking 48

Aspect

DECEMBER 27, 2017

2016 saw an explosion of interest and investments in chatbots, as I wrote in my last annual recap. What happened in 2017, and what will 2018 bring? This brings us to the contact center – where conversations happen. The opportunity for cost reduction, however, is very attractive and motivating to contact centers.

Chatbots 116

Chatbots Contact Center Interactive Voice Response Enterprise 116

ShepHyken

DECEMBER 12, 2016

Creating Moments of Wow Predictions for 2017 and Beyond by TeleTech. We Asked, Zappos Answered: Tracking Contact Center Metrics, Omni-Channel & Chatbots by Sharpen. Sharpen) We went one-on-one with Zappos to get a sneak peek into the contact center famous for their customer service. Surprising.

Customer Service 261

Customer Service Chatbots Metrics Contact Center 261

DMG Consulting

JULY 19, 2017

DMG Consulting Releases 2017 Intelligent Virtual Agent Product and Market Report. Who: DMG Consulting LLC, a leading provider of contact center, back-office and real-time analytics market research and consulting services. What: Releases 2017 Intelligent Virtual Agent Product and Market Report.

Virtual Agent 48

Virtual Agent Consulting Consulting Marketing 48

Aspect

MAY 15, 2018

According to the European Union , the AI market is expected to grow from about $664 million in 2017 to $3.88 Looking specifically at the contact center industry, we have seen a recent flurry of activity around chatbots, intelligent IVRs and virtual agents. billion in 2025.

Contact Center 68

Contact Center contact center workforce Airlines Virtual Agent 68

Serenova

MARCH 10, 2020

Today’s merger of Serenova and Lifesize introduces an exciting new company combining the most innovative technologies in cloud contact center and video collaboration solutions. For contact centers, this means a next generation of high-definition customer experiences that will differentiate the most successful global brands.

Contact Center 90

Contact Center contact center solutions Cloud contact Banking 90

Taylor Reach Group

JULY 6, 2018

Over the past few weeks, we have be posting a series related to Contact Center industry statistics. as well as statistics related to the various Contact Center channels. Below, we will be discussing Contact Statistics related to the various technologies within the Call Center. Call Centre Helper).

Contact Center 58

Contact Center Technology Interactive Voice Response Journey mapping 58

TechSee

APRIL 17, 2018

With all the AI hype in 2017, the customer service industry expected smart machines to truly transform the customer experience. Today’s AI-based customer service chatbots still require human intervention to help provide that context, enabling a better understanding of the bigger picture. Enhance human capacity.

Chatbots 95

Chatbots Customer Service Customer Care Customer centricity 95

Aspect

JANUARY 10, 2018

2017 was a banner year for the economy, but not all businesses benefitted the same. Here are five suggestions to improve your contact center technology in 2018. Build a chatbot: Chatbots offer businesses with limited resources an incredible ROI. Not sure where to begin?

Contact Center 48

Contact Center Technology Real estate contact center solutions 48

CX Global Media

JULY 2, 2018

Meeting with Cameron Weeks from Sharpen at ICMI’s Contact Center Expo was a bit of a twist from the norm. Hearing a unique message and perspective on a common contact center topic (and solution) such as omni-channel was an inspirational change of pace. And personally, I like that. Cameron Weeks: Thank you very much.

Contact Center 188

Contact Center Coaching voip contact center solutions 188

Aspect

JANUARY 10, 2018

2017 was a banner year for the economy, but not all businesses benefitted the same. Build a chatbot: Chatbots offer businesses with limited resources an incredible ROI. Chatbots can support both sales and service inquiries, and continue to increase in popularity among tech-savvy consumers today.

Contact Center 48

Contact Center Technology Real estate contact center solutions 48

Revation Systems

FEBRUARY 9, 2018

The modern contact center must be constructed with these expectations in the design, given that 76 percent of customers claim they will terminate a business relationship based on a negative experience. A 2017 customer experience benchmark study showed that 67 percent of consumers preferred agent-assisted channels. 24/7 Support.

Contact Center 48

Contact Center Construction Benchmark Chatbots 48

Avaya

NOVEMBER 2, 2017

At the recent Monage Conference , where Jeff Pulver invited me to speak, I talked about chatbots and shared how they can transform customer experiences for large enterprises. It was a perfect topic for the mix of customers and entrepreneurial chatbot developers in attendance. Chatbot technology is growing at such a rapid pace.

Chatbots 57

Chatbots Enterprise Customer Experience Contact Center 57

NICE inContact

OCTOBER 15, 2018

Can your contact center keep up with changing consumer demands? The second annual NICE inContact Customer Experience (CX) Transformation Benchmark includes consumers from three countries – United States, United Kingdom and Australia – with year-over-year results for US (2018 vs 2017), and new benchmark data for UK and Australia.

Contact Center 49

Contact Center Benchmark Chatbots Self service 49

Aspect

JUNE 22, 2017

Contact Prequalification and Authentication. Just like an IVR integrated with the contact center would in the world that I’m sure Apple would love to call the “old world”, Business Chat lets you signal the reason for contact (they call it “Intent”), and the skill group or queue needed to handle the inquiry (they call it “Group”).

Contact Center 66

Contact Center Chatbots Interactive Voice Response Marketing 66

ShepHyken

JUNE 30, 2017

This week we feature an article by Shaista Haque who writes about the top technology trends of 2017 that she believes will disrupt customer experience benchmarks. It was the chatbot on the other side replying with ‘0′ defection rate. Shep Hyken. Consistent innovation is the greatest invention for all generations.”.

Government 225

Government Technology Benchmark call center software 225

VHT

SEPTEMBER 24, 2018

Moreover, sophisticated platforms like VHT Callback and VHT Callback Cloud work in concert with evolving technologies, such as chatbots, omni-channel communications and data analytics, to create a seamless and satisfying experience. Empower Chatbots and Mobile Apps. That’s when callback shines. Offer Proactive Support.

Contact Center 48

Contact Center Technology Chatbots Wait times 48

Outsource Consultants

JULY 10, 2018

An article by Dan Miller raises an interesting point: Implementing virtual agents into your contact center isn’t staying ahead of the curve, it’s common. Don’t Be Afraid of Using Virtual Agents in Your Contact Center. Need an omnichannel contact center to drive an elite customer experience? We can help!

Virtual Agent 52

Virtual Agent Contact Center outsourcing Call Center 52

Aspect

AUGUST 7, 2017

If you’re in customer service and support, you’ve no doubt been told that chatbots and the A.I. Several analysts predict near total replacement of live agents with chatbots. Gartner for example, predicts the use of virtual customer assistants (chatbots) will jump by 1,000% by 2020. But how do the agents feel about this?

Chatbots 48

Chatbots Contact Center Surveys Banking 48

Aspect

AUGUST 7, 2017

If you’re in customer service and support, you’ve no doubt been told that chatbots and the A.I. Several analysts predict near total replacement of live agents with chatbots. Gartner for example, predicts the use of virtual customer assistants (chatbots) will jump by 1,000% by 2020. But how do the agents feel about this?

Chatbots 48

Chatbots Contact Center Surveys Banking 48

Talkdesk

NOVEMBER 8, 2017

This post is part of Talkdesk’s live-blogging series for Dreamforce 2017. To see all of Talkdesk’s Dreamforce 2017 highlights, visit our Dreamforce 2017 landing page. At Dreamforce 2017, Talkdesk COO Gadi Shamia presented “5 Crazy Ideas for Transforming your Contact Center” to a packed breakout session room.

Contact Center 42

Contact Center Analytics Surveys Chatbots 42

DMG Consulting

OCTOBER 4, 2017

The 3 Contact Center Applications That Pay for Themselves. Almost every year, contact center leaders are asked to reduce operating costs and improve productivity while enhancing the customer experience. There are three emerging contact center technologies that can deliver all of these benefits.

Contact Center 48

Contact Center Virtual Agent Self service Chatbots 48

TechSee

MARCH 13, 2018

Artificial Intelligence was the talk of 2017. In 2017, all eyes were on chatbots and virtual agents – the assumption being that they would take over a significant part of the customer interaction and deliver real value in communicating with customers. Chatbots solutions are continuously learning and will continue to improve.

Customer Service 95

Customer Service Chatbots Virtual Agent Technical Support 95

NICE inContact

MARCH 27, 2018

A major conversational shift around artificial intelligence (AI) occurred in 2017. While the jury is still out on that concern, contact centers and their agents will experience a significant boost in productivity and their ability to deliver exceptional customer experiences through AI. voice or chat).

Contact Center 54

Contact Center Benchmark Self service APIs 54

DMG Consulting

MARCH 31, 2019

DMG Consulting Releases 2018 – 2019 Cloud-Based Contact Center Infrastructure Product and Market Report. Who: DMG Consulting LLC, a leading provider of contact center, back-office and real-time analytics market research and consulting services. Differentiated and compelling capabilities driving growth.

Consulting 48

Consulting Consulting Contact Center Marketing 48

Talkdesk

NOVEMBER 9, 2017

This post is part of Talkdesk’s live-blogging series for Dreamforce 2017. To see all of Talkdesk’s Dreamforce 2017 highlights, visit our Dreamforce 2017 landing page. 3 Top Technology Trends from Dreamforce 2017: It’s About Artificial Intelligence. Customer experience is the sum of every interaction with a brand.

Technology 41

Technology Chatbots Sales Healthcare 41

NICE inContact

SEPTEMBER 27, 2017

While technologies like chatbots and artificial intelligence (AI) can play an obvious role in shaping the customer experience, true transformation comes from not only looking digitally outward at your customers, but inward as well. Get your copy of “ Digital Customer Experience Trends, 2017.”.

Contact Center 48

Contact Center Technology Chatbots Customer Experience 48

NICE inContact

SEPTEMBER 27, 2017

While technologies like chatbots and artificial intelligence (AI) can play an obvious role in shaping the customer experience, true transformation comes from not only looking digitally outward at your customers, but inward as well. Get your copy of “ Digital Customer Experience Trends, 2017.”.

Contact Center 48

Contact Center Technology Chatbots Customer Experience 48

Talkdesk

NOVEMBER 9, 2017

This post is part of Talkdesk’s live-blogging series for Dreamforce 2017. To see all of Talkdesk’s Dreamforce 2017 highlights, visit our Dreamforce 2017 landing page. At Dreamforce 2017, Talkdesk brought together three cutting-edge technology companies to discuss the top technology trends in service and inside sales.

Technology 41

Technology Chatbots Sales Healthcare 41

Talkdesk

JANUARY 10, 2017

Have you heard that 2017 is the Year of the Chatbot ? These AI services are at the business-friendly extremes of cost and bandwidth, two significant improvements for your contact center. If you’re interested, we’ve got a chatbots breakdown to go through some of the finer details.

Chatbots 40

Chatbots Customer Support Contact Center Personalization 40

Taylor Reach Group

APRIL 25, 2018

At Taylor Reach Group, we have compiled a list with hundreds of expos, conferences and summits focused on the Call Center, Contact Center and/or Customer Experience. ICMI Contact Center Expo – May 21 -24, Orlando, FL. The Most Comprehensive Program for Contact Center Professionals.

Contact Center 62

Contact Center Call Center Customer Experience outsourcing 62

TechSee

APRIL 16, 2019

Many of us have worked in contact centers. Contact center agents want to work for employers who help them to develop and grow their careers – and they’re not afraid to leave if they’re not getting what they need. What Matters Most to Contact Center Managers. Proactivity is Key.

Call Center 126

Call Center Contact Center Agent Empowerment Coaching 126

TechSee

JUNE 25, 2019

Customer-facing AI technologies are especially relevant to assisting in customer identification, call classification/routing, chatbots and predictive personalization. The field is becoming increasingly mainstream with a 2017 Tractica report predicting that biometric hardware and software revenue will grow to $15.1 Biometrics.

Technology 122

Technology Customer Service Gamification Contact Center 122