Creative Virtual

DECEMBER 10, 2020

This is the seventh time I’ve done this annual year in review blog post, but never have I had to review a year that was like 2020. I don’t need to tell you that not everything went as planned, but there were still some bright spots for us and the chatbot, virtual agent and live chat industry.

Virtual Agent 52

Virtual Agent Chatbots Technology Personalization 52

Cisco - Contact Center

AUGUST 3, 2020

Cisco Webex Contact Center CCaaS honored for improving customer service technology and customer experience. I’m excited to announce that Webex Contact Center was among the 2020 Contact Center Technology Award winners, presented by CUSTOMER Magazine this month. Award Winner Second Year in a Row. Learn More.

Contact Center 124

Contact Center Technology contact center solutions Virtual Agent 124

DMG Consulting

NOVEMBER 14, 2020

DMG Consulting Releases 2020 – 2021 Digital Customer Service Product and Market Report. What: Releases 2020 – 2021 Digital Customer Service Product and Market Report. What: Releases 2020 – 2021 Digital Customer Service Product and Market Report. When: Today, 30 September 2020.

Consulting 62

Consulting Consulting Marketing Customer Service 62

DMG Consulting

AUGUST 3, 2020

DMG Consulting Releases 2020 – 2021 Interaction Analytics Product and Market Report. IA proves essential during COVID-19 for customer insights and employee oversight. What: Releases 2020 – 2021 Interaction Analytics Product and Market Report. What: Releases 2020 – 2021 Interaction Analytics Product and Market Report.

Consulting 62

Consulting Consulting Analytics Marketing 62

SharpenCX

SEPTEMBER 24, 2020

2020 didn’t cancel National Customer Service Week. We love this celebratory first week in October because it puts agents – the heart and soul of our company – back at the center of customer service. Order some thank you cards ( we like these ) and ship them off to your work from home agents.

Virtual Agent 52

Virtual Agent Customer Service Scripts Coaching 52

DMG Consulting

APRIL 15, 2020

DMG Consulting Releases 2020 – 2021 Workforce Management Product and Market Report. What: Releases 2020 – 2021 Workforce Management Product and Market Report. What: Releases 2020 – 2021 Workforce Management Product and Market Report. When: Today, 8 April 2020. Where: Available at the DMG Consulting online store.

Consulting 62

Consulting Consulting Marketing Management 62

DMG Consulting

DECEMBER 7, 2020

DMG Consulting Releases 2020 – 2021 Cloud-Based Contact Center Infrastructure Product and Market Report. What: Releases 2020 – 2021 Cloud-Based Contact Center Infrastructure Product and Market Report. What: Releases 2020 – 2021 Cloud-Based Contact Center Infrastructure Product and Market Report.

Consulting 62

Consulting Consulting Contact Center Marketing 62

Creative Virtual

AUGUST 5, 2020

A new survey conducted by Econsultancy and Marketing Week with marketers around the world found that, among customer-facing organisations with £50 million or more in annual revenue, 63% of respondents said they observed a “strong trend” of consumers adopting digital features more quickly as a result of COVID-19.

Virtual Agent 52

Virtual Agent Customer Experience Chatbots Self service 52

UJET

JUNE 25, 2021

As the world begins to reopen post-COVID-19, customer experience is more important than it’s ever been, with 80% of companies saying their core business model needs to go and/or stay digital to remain economically viable. This major shift in device utilization means thatmobile customer experience isanessential consideration.

Customer Experience 82

Customer Experience CRM Wait times Contact Center 82

DMG Consulting

MARCH 9, 2020

DMG Consulting Releases 2019 – 2020 Workforce Optimization Product and Market Report. What: Releases 2019 – 2020 Workforce Optimization Product and Market Report. What: Releases 2019 – 2020 Workforce Optimization Product and Market Report. When: Today, 18 February 2020.

Consulting 48

Consulting Consulting Marketing Contact Center 48

DMG Consulting

MAY 21, 2020

VISION 2020. In 2020 we’re going to see new and continued investments that will finally allow companies to decrease the number of live agent resources needed in contact centers, which is the number-one goal for these people-intensive organizations. By Donna Fluss. View this document on the publisher’s website.

Transportation 48

Transportation Contact Center Enterprise Self service 48

TechSee

OCTOBER 9, 2018

trillion in spending — in the United States by 2020. This penchant for technology has shaped their consumer behavior and preferences, and brands must tailor their customer service strategies to suit Millennials’ attributes. AI-powered virtual agents. Know your customer. Personalization.

Customer Service 359

Customer Service Self service Virtual Agent Chatbots 359

DMG Consulting

OCTOBER 17, 2019

DMG Consulting Releases 2019 – 2020 Contact Center Analytics Product and Market Report. Expanded coverage driven by demand for omni-channel and customer journey analytics. What: Releases 2019 – 2020 Contact Center Analytics Product and Market Report.

Consulting 48

Consulting Consulting Contact Center Analytics 48

SmartAction

DECEMBER 15, 2021

In February 2020, 7 million jobs were open in the US, while the unemployment rate was 3.5%. Other factors include automation of routine jobs, the drug addiction crisis as overdose deaths jumped to 30% in 2020, and a lack of childcare infrastructure. With easily scalable virtual agents, hold times are eliminated.

Contact Center 76

Contact Center Virtual Agent Agent burnout Self service 76

3CLogic

MAY 26, 2022

If you are seeing a significant drop in customers or stagnated growth in net new customers, the best way to center the new expectations for customer experience is an informed customer experience strategy that can even help you achieve — and exceed — your revenue goals. Customers Demand A Seamless Experience.

Interactive Voice Response 52

Interactive Voice Response Customer Experience Management Journey mapping 52

DMG Consulting

DECEMBER 11, 2019

DMG Consulting Releases 2019 – 2020 Cloud-Based Contact Center Infrastructure Product and Market Report. What: Releases 2019 – 2020 Cloud-Based Contact Center Infrastructure Product and Market Report. DMG expects the number of CBCCI seats to increase by 23% in 2019 and 2020, by 21% in 2021 and 2022, and by 20% in 2023.

Consulting 48

Consulting Consulting Contact Center Marketing 48

DMG Consulting

MARCH 31, 2019

DMG Consulting Releases 2019 – 2020 Workforce Management Product and Market Report. What: Releases 2019 – 2020 Workforce Management Product and Market Report. 2019 – 2020 Workforce Management Product and Market Report. Strong momentum driving market growth and investments.

Consulting 48

Consulting Consulting Marketing Management 48

SmartAction

AUGUST 18, 2020

Los Angeles, CA – August 18, 2020 – SmartAction®, a leading provider of AI-powered virtual agents for contact centers, today announces its promotion of Gary Davis from President to Chief Executive Officer. 5) on Gartner Peer Insights as rated by customer reviews1. . “I About SmartAction .

Virtual Agent 91

Virtual Agent Entertainment Contact Center Self service 91

Creative Virtual

MARCH 25, 2019

According to Frost & Sullivan , customer experience will overtake product and price as the number one means of differentiation for organisations by 2020. Companies that get their customer experience (CX) right are rewarded, with 74% of consumers spending more with a business due to a history of good service.

Customer Experience 40

Customer Experience Virtual Agent Chatbots Interactive Voice Response 40

Creative Virtual

OCTOBER 6, 2020

I can testify that I’ve never had to wait 25-30 minutes to speak to a representative for whatever service I needed before Spring 2020 but experienced that exact scenario at least four times in the past few months. Cue the virtual agents, chatbots and virtual assistants.

Virtual Agent 52

Virtual Agent Wait times Chatbots Employee engagement 52

Creative Virtual

JULY 21, 2022

I started out by talking about conversational AI tools being thrust into the customer service spotlight in 2020 as businesses dealt with COVID-19 lockdowns, restrictions, and rapidly changing information. This technology is achieving impressive benefits for both customer-facing and internal use cases.

Virtual Agent 52

Virtual Agent Self service Chatbots Technology 52

Creative Virtual

JANUARY 9, 2020

They say hindsight is 20/20, but companies can’t afford to rely solely on hindsight when it comes to their customer experience (CX). They should, of course, learn from past successes and failures and pay attention to the feedback from both customers and employees. Shep Hyken (@Hyken) January 5, 2020.

Virtual Agent 40

Virtual Agent Chatbots Self service Feedback 40

Creative Virtual

JANUARY 12, 2021

Having innovation at the heart of our company culture at Creative Virtual has served the company well, but only because we innovate with the objective of delivering products and services that genuinely help our customers meet their goals in increasingly better ways. As a company we are proud to receive this recognition for innovation.

Self service 52

Self service Virtual Agent Chatbots Consulting 52

Interactions

JULY 2, 2020

2020 has brought on a perfect storm for the collections space with more debt and high delinquency rates due to the pressure put on consumers from the economic effects of COVID-19. In fact, consumer debt has risen to record-breaking heights, at over $14 Trillion by mid-2020. 2020 has tested the limits of the collector workforce.

Virtual Agent 77

Virtual Agent Contact Center Accountability Technology 77

Connect

DECEMBER 11, 2023

Expectations regarding human displacement by AI are not unfounded, with the World Economic Forum stating in its The Future of Jobs Report 2020 that AI will replace 85 million jobs worldwide by 2025. Connect with us: Connect UK , Connect South Africa , Connect India , Connect USA.

Technology 96

Technology Average Handle Time Cloud contact First call resolution 96

Creative Virtual

OCTOBER 13, 2020

This means that companies are always on the hunt for ways to meet those expectations, build brand loyalty and deliver a better customer experience. At Creative Virtual, we recognised these global celebrations with a special series of blog posts written by members of our expert team and published throughout the week.

Customer Service 59

Customer Service Virtual Agent Self service Chatbots 59

Interactions

JULY 2, 2020

2020 has brought on a perfect storm for the collections space with more debt and high delinquency rates due to the pressure put on consumers from the economic effects of COVID-19. In fact, consumer debt has risen to record-breaking heights, at over $14 Trillion by mid-2020. 2020 has tested the limits of the collector workforce.

Virtual Agent 62

Virtual Agent Contact Center Accountability Technology 62

Netomi

MARCH 23, 2022

The 3PL market was valued at around USD 1trillion in 2020, and is expected to reach more than USD 1.75 In 2020, C. The evolving 3PL competitive landscape and the increasing role of customer experience . And while getting costs down is crucial, customer experience is now becoming an important competitive differentiator. .

outsourcing 52

outsourcing Virtual Agent Transportation Airlines 52

CSM Magazine

JANUARY 27, 2021

Calabrio , the customer experience intelligence company, features perfect customer satisfaction scores and the number one spot in three of four categories in the 2020-2021 Workforce Optimization Product and Market Report from DMG Consulting LLC. About Calabrio.

Consulting 59

Consulting Consulting At home agents Virtual Agent 59

DMG Consulting

APRIL 15, 2020

When: Today, 3 March 2020. We assist management in optimizing the performance of their contact centers by increasing operational efficiency, providing an outstanding customer experience, enhancing loyalty and increasing sales and profits. DMG Consulting Releases Future Contact Center Outlook, 2025 – 2040.

Consulting 62

Consulting Consulting Contact Center Gamification 62

Talkdesk

OCTOBER 8, 2020

Almost 17,500 US bank branches closed from the beginning of 2014 to the middle of June 2020. According to the Fidelity National Information Services (FIS) , which works with 50 of the world’s largest banks, there was a “200% jump in new mobile banking registrations” in early April 2020. . Invest in artificial intelligence.

Banking 119

Banking Chatbots Virtual Agent Contact Center 119

DMG Consulting

OCTOBER 13, 2020

IVAs Role in Delivering a Great Service Experience. Three years ago, few companies had heard of intelligent virtual agents (IVAs), and fewer were willing to invest in them. IVA Trends for 2020. Today, companies are trying to put these solutions in production as quickly as they can.

Self service 87

Self service Virtual Agent Consulting Consulting 87

DMG Consulting

JANUARY 20, 2022

During the first six months of the pandemic in 2020, companies closed their doors to their employees and the public in an attempt to keep people safe. The virtual economy was energized, and growth accelerated for companies that could move their activities and operations online. million during the same period in 2020.

Enterprise 54

Enterprise Contact Center Employee engagement Virtual Agent 54

Creative Virtual

NOVEMBER 13, 2019

In particular, there has been a fear that automated self-service tools like chatbots and virtual agents would completely replace the contact centre and eliminate the need for human agents. However, AI-powered chatbots and virtual agents are changing the role of contact centres and human customer service agents.

Virtual Agent 40

Virtual Agent Chatbots Self service Technology 40

Creative Virtual

OCTOBER 7, 2019

Here’s our annual blog post roundup of trends, tips and stats to help you consistently deliver a five-star customer service experience: Top Tips for Implementing a Chatbot or Virtual Agent in 2019 – These eight tips address the most important items organisations should consider when evaluating and deploying chatbot or virtual agent technology.

Customer Service 40

Customer Service Virtual Agent Chatbots Self service 40

TechSee

OCTOBER 23, 2018

For organizations to succeed in creating a truly personalized CX, innovative approaches must be implemented that resonate deeply with customers so that they feel valued and appreciated. According to Chatbots Magazine , businesses can reduce customer service costs by as much as 30% with virtual agents and chatbots.

Personalization 157

Personalization Customer Service Chatbots Engineering 157