NICE inContact

JANUARY 24, 2018

How will companies that have embraced the cloud for the contact center and sales applications across their businesses continue to benefit in 2018 and beyond? Inbenta – Hybrid chat and chatbots with NLP-powered search. AnswerDash – AI-powered self-service support for web, mobile and chatbots. So, what comes next? Plan to join us!

Customer Care 74

Customer Care Cloud contact APIs Contact Center 74

Up Your Service

SEPTEMBER 14, 2018

4 tips for getting started with chatbots – Learn tips and best practices for using Chatbots and leave feeling comfortable enough to build your own. ? The post Join Ron Kaufman at Dreamforce 2018 in San Francisco appeared first on UP Your Service. Many more sessions can be found here: [link].

Chatbots 45

Chatbots Customer centricity Best practices Marketing 45

Taylor Reach Group

APRIL 25, 2018

With that, here are some of the events taking place in May 2018 (in chronological order) with direct links to each event: CX 18 - May 1-4, Nashville, TN. ODSC East 2018 is one of the largest applied data science conferences in the world. The 2018 SCIP International Conference will center on Next Generation Intelligence.

Contact Center 62

Contact Center Call Center Customer Experience outsourcing 62

Creative Virtual

SEPTEMBER 6, 2018

This session will address the important discussions organizations must have around human involvement in automated solutions and the best ways to implement machine learning and chatbots. The post C3 San Francisco 2018: Enabling conversational commerce for customer service appeared first on Creative Virtual.

Customer Service 45

Customer Service Chatbots Virtual Agent Best practices 45

LiveChat

JANUARY 3, 2019

So, as the December 2018 is coming to an end, it’s time to sum up a bit all the highlights of 2018. Shopify customer service – best practices to implement in your business. 6 best AI chatbots to improve your customer service. Dos and don’ts of building a customer service chatbot: LiveChat case study.

Chatbots 59

Chatbots B2B SaaS B2C 59

Kayako

JANUARY 24, 2018

Which brings me neatly toward 2018’s customer service trends: Customer Service Trends 2018: Creating Effortless Customer-Centric Experiences. Bots and AI can’t be ignored when it comes to customer service trends of 2018. 5 Best Practices for Keeping a Killer Knowledge Base. Start your free trial.

Customer centricity 83

Customer centricity Customer Service Self service Chatbots 83

Clarabridge

MAY 10, 2018

From 2008 to Today, and Back to the 80s: C3 2018 Day 2 Highlights. . Welcoming their Chatbot, American Family Talks Innovation and Insight. Beth walked us through the creation of their first chatbot, and discussed why they’re looking to this channel to provide exceptional customer experience across the country.

Chatbots 40

Chatbots Coaching Self service Best practices 40

Comm100

AUGUST 23, 2018

It’s 2018, and customer expectations are changing faster than ever. This blog post is not about the top customer service trends to watch out for in 2018. The following best practices set contemporary leaders in innovation apart from the pack and represent what exceptional customer service looks like in 2018.

Customer Service 40

Customer Service Chatbots Customer centricity Customer Care 40

Creative Virtual

JANUARY 8, 2019

Our customer, Transport for New South Wales, won an impressive three awards for their RITA chatbot during 2018! The post Fifteen Years & Counting: Navigating the chatbot, virtual agent and AI revolution appeared first on Creative Virtual. In 2017 we were honoured with The Queen’s Awards for Enterprise: Innovation.

Virtual Agent 40

Virtual Agent Chatbots Transportation Best practices 40

HGS

MAY 2, 2018

At the current rate, digital is expected to overtake voice in 2018. Together they shared insights gleaned at a recent CX roundtable, including: tips for getting started on the digital transformation journey, best practices for measuring digital success, and lessons learned from bots and artificial intelligence (AI) integration.

Customer Experience 100

Customer Experience Multichannel Chatbots Analytics 100

Eptica

MAY 16, 2018

Date: Wednesday, May 16, 2018 Author: Anne-Claire Bellec How artificial intelligence can transform your customer experience. Published on: May 16, 2018. Read the first post, explaining the differences between bots and chatbots here , before learning about the types of AI , and the important concepts that underpin it.

Customer Experience 69

Customer Experience Chatbots Self service CRM 69

Fonolo

DECEMBER 12, 2018

2018 has been a pivotal year for customer experience (CX). 2018 officially kicked-off the race to own CX: 89% per cent of companies now compete on the basis of customer experience compared to 36% in 2010. The cost of this mishap? A fall in the value of United’s shares that wiped $1.4 The lesson? Customer experience matters, a lot.

Gamification 116

Gamification Airlines Contact Center B2B 116

Comm100

SEPTEMBER 28, 2021

Lake Michigan Credit Union – Improving Member Support with Live Chat & Chatbot . Since rolling out live chat, LMCU has bolstered their technology stack through the adoption of Comm100 AI Chatbot. This chatbot now provides 24/7 support to members, which has led to improved engagement and CSAT.

Customer Service 86

Customer Service Chatbots Banking B2C 86

Eptica

MARCH 21, 2018

Date: Wednesday, March 21, 2018 Why your approach to knowledge is key to the customer experience. Published on: March 21, 2018. To find out the 2018 Eptica Knowledge Management Study asked consumers about how satisfied they were with the way brands were able to answer their questions, and how this impacted loyalty and engagement.

Customer Experience 55

Customer Experience Best practices Chatbots Self service 55

Talkdesk

FEBRUARY 13, 2020

Gartner’s Four Best Practices for Implementing Extreme Customer Self-Service. According to Gartner’s 2018 Best Practices for Implementing Extreme Customer Self-Service Report , by 2022, 85% of customer service interactions will start with self-service, up from 48% today.

Virtual Agent 54

Virtual Agent Customer Experience B2C Self service 54

Eptica

OCTOBER 31, 2018

Date: Wednesday, October 31, 2018 Author: Pauline Ashenden - Marketing Manager Delivering public sector customer experience at a time of change. Published on: October 31, 2018. The need for greater innovation and efficiency is driving major changes as public sector organizations adopt more digital-first structures and models.

Customer Experience 66

Customer Experience Chatbots Self service Best practices 66

Balto

JULY 5, 2023

GPT 1 was only released in 2018; it took less than a month to go from GPT 3.5 These tasks are already being automated in contact centers with chatbots, generative AI tools like Balto’s Real-Time Notetaker, and more. Scale processes and best practices to your agents to drive quality and consistency.

Contact Center 52

Contact Center Virtual Agent Chatbots Best practices 52

Fonolo

OCTOBER 3, 2018

As we begin to look back at 2018, one thing is becoming clear: Not every contact center is created equal. Just like in many industries, contact centers have their own workplace hazards, and a focus on best practices for dealing with them in a humane way will improve a contact center by leaps and bounds. As Richard J.

Contact Center 170

Contact Center contact center workforce Gamification Call Center 170

Toister Performance Solutions

FEBRUARY 15, 2018

The LiveChat Customer Service Report 2018 shows an overall chat satisfaction decline from 86.35 Comm100's Live Chat Benchmark Report 2018 showed a similar decline from 84.06 Best Practices to Speed Up Chat I reached out to leading chat providers such as Comm100, LiveChat, and Zendesk to learn some best practices.

Wait times 55

Wait times Chatbots Best practices Benchmark 55

Callminer

APRIL 20, 2018

Change isn’t necessarily bad, but it certainly is confusing when you have to cut through the noise and determine which best practices and trends will launch your contact center ahead of the competition. This post will help you zero-in on those technologies and best practices proven to produce results.

Best practices 186

Best practices Contact Center Customer Experience Interactive Voice Response 186

Creative Virtual

JUNE 11, 2019

He sought heed on the loss of thousands of crores of rupees due to bad customer experience the previous year (2018) in addition to the year before that. After this, Chris took over the platform and deciphered the real business benefits of chatbot solutions.

Chatbots 40

Chatbots Virtual Agent Self service Best practices 40

Eptica

AUGUST 1, 2018

Date: Wednesday, August 1, 2018 Author: Joanna Allouche - Consultant Making it easier for your agents to deliver superior CX. Published on: August 01, 2018. Categorie(s): Product Best Practice Optimizing CX with Eptica Keeping agents engaged is crucial to the customer experience. Share this page on: Tweet.

Average Handle Time 70

Average Handle Time Best practices APIs Consulting 70

Eptica

FEBRUARY 28, 2018

Date: Wednesday, February 28, 2018 Why the future of customer service isn’t just automation. Published on: February 28, 2018. The Year of Humanity: Putting the customer first in 2018. Share this page on: Tweet. You might also be interested in these posts: 5 tips to transform your social customer service.

Customer Service 62

Customer Service Banking Self service Best practices 62

Eptica

DECEMBER 5, 2018

Date: Wednesday, December 5, 2018 Author: Olivier Njamfa - CEO & Co-Founder The importance of trust to customer experience in 2019. Published on: December 05, 2018. Categorie(s): Best Practice News The balance of power between brands and consumers is shifting, with customers now wielding greater influence and control.

Customer Experience 77

Customer Experience Best practices Advertising Chatbots 77

NICE inContact

OCTOBER 15, 2018

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

NICE inContact

APRIL 30, 2019

It’s safe to say that we’re at an inflection point for AI in the contact center — AI innovations deployed in a myriad of ways, such as chatbots, intelligent routing, workforce management forecasting, and AI-driven interaction analytics, can add significant value to customer experiences and operational performance.

Benchmark 59

Benchmark Chatbots Contact Center Analytics 59

Eptica

AUGUST 3, 2018

Date: Wednesday, August 8, 2018 Author: Pauline Ashenden - Marketing Manager Are telecoms operators connecting to digital customer experience? Published on: August 08, 2018. Categorie(s): Best Practice News Telecoms is central, even essential, to our lives. So how can telecoms respond to changing consumer needs?

Customer Experience 49

Customer Experience Best practices Multichannel Chatbots 49

Creative Virtual

OCTOBER 18, 2018

When implemented properly, chatbots are a powerful tool to bring together the contact centre with self-service channels and navigate language and culture barriers to create conversational engagement with customers. I look forward to seeing you there!

Virtual Agent 40

Virtual Agent Chatbots Self service Best practices 40

Eptica

JANUARY 24, 2018

Date: Wednesday, January 24, 2018 Understanding your customers to transform CX. Published on: January 24, 2018. And as more routine interactions are automated through self-service and chatbots , queries are becoming more complex and time-consuming to answer. Share this page on: Tweet. What were the key CX trends in 2017?

Airlines 49

Airlines Best practices Chatbots Self service 49

Comm100

NOVEMBER 25, 2020

The introduction of chatbots is one of the biggest examples of this. The automation of chatbots can perform a variety of tasks , including processing orders, making bookings, and directing visitors to specific pages. This estimated percentage is a 15% percent increase from 2018. The picture isn’t all that rosy. .

CRM 52

CRM Customer Service Banking Chatbots 52

Eptica

APRIL 18, 2018

Date: Wednesday, April 18, 2018 How good is the digital customer experience from travel brands? Published on: April 18, 2018. If you would like find out more, please download your copy of our latest Eptica Multichannel Study for the full findings, survey results and more best practice recommendations.

Airlines 49

Airlines Customer Experience Multichannel Transportation 49

CSM Magazine

JUNE 13, 2018

To stay relevant, leaders must refine their customer support strategy for 2018. New Technologies and Changes: How AI, Chatbots can impact self-learning, response times and efficiencies. Customer Service is evolving at an unprecedented rate and so are your customers’ expectations.

Customer Service 40

Customer Service Customer centricity Chatbots Best practices 40

Livepro

JUNE 19, 2019

This enables companies to build their language based applications such as chatbots, intelligent assistants, home automation agents, language learning apps, apps in AR/VR and future innovations leveraging the natural language interface. ‘AI’ Pat Inc won global Best New Algorithm for AI 2018/2019.

Government 75

Government Gamification outsourcing Consulting 75

Comm100

JANUARY 7, 2020

. – Brian Cantor, Principal Analyst & CCW Digital Director, Customer Management Practice. And chatbots are progressing at a rapid pace. of this year’s chats – that’s over 42 million – were sent from a mobile browser or app, more than nearly 23 points higher than 2018 and 30 points higher than 2017. Here’s the proof.

Benchmark 53

Benchmark Wait times Chatbots First call resolution 53

Eptica

DECEMBER 12, 2018

Date: Wednesday, December 12, 2018 Author: Pauline Ashenden - Marketing Manager How CX is central to Digital Transformation. Published on: December 12, 2018. Look at platforms that are built on techniques such as AI, and have a proven record of delivering innovation. Share this page on: Tweet. Can your customers trust you?

Best practices 65

Best practices Marketing Chatbots Self service 65

NICE inContact

MAY 8, 2019

Have they embraced your new, leading-edge, AI-enabled chatbots? Then we compared these findings to what consumers said in our 2018 consumer study. Conversely, organizations overestimate customer satisfaction with automated assistants/chatbots. Specifically, how do your customers feel about your customer service? The results?

Benchmark 54

Benchmark Contact Center Chatbots Self service 54

Eptica

DECEMBER 20, 2017

Chatbots and bots - what they mean for customer experience Chatbots and artificial intelligence were the top CX technology story of 2017. We hope you’ve enjoyed the last twelve months of posts on the Eptica blog, and look forward to sharing more from the world of digital customer experience in 2018.

Chatbots 48

Chatbots Multichannel Customer centricity Analytics 48