Creative Virtual

DECEMBER 7, 2021

Welcome to Creative Virtual’s annual year in review blog post for 2021! One of my personal favorite ways the Creative Virtual team shares our individual insights is through our annual blog post celebration for Customer Service Week and CX Day in October. By Mandy Reed, Global Head of Marketing.

Virtual Agent 52

Virtual Agent Chatbots Enterprise Education 52

Zappix

SEPTEMBER 28, 2021

In 2021 and beyond, digital technology is creating new opportunities, customers are becoming more engaged, and customer service leaders are trying new and innovative ideas to keep pace with a rapidly changing contact center landscape. The pandemic changed how we all operate our daily lives.

Self service 52

Self service Contact Center Technology Customer Service 52

Enghouse Interactive

JANUARY 13, 2021

Blog Series #1 of 4: New decade! of all other companies have a CX project that has been completed, is underway, or is planned for implementation in 2021. will have extended Teams to their contact center for voice and 31.1% Successful companies more likely to use cloud services and are more successful when they do.

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Contact Center Scripts Cloud contact Technology 60

Balto

AUGUST 3, 2022

As the global economy shows signs of recession, the Conversation Excellence Lab wanted to understand how executives are planning to shift their contact center budgets, and how they view the future of the contact center as a whole. Is the contact center a drain on resources, a necessary expense to manage customer needs?

Contact Center 52

Contact Center Interactive Voice Response Surveys Self service 52

Aspect

JANUARY 25, 2021

We recently announced the general availability of Aspect® CXP 20, the leading application for designing, developing and deploying the omnichannel self-service solutions customers demand. CXP 20 includes a modernization of self-service solutions by enabling voicebots on the platform.

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Self service APIs Chatbots Engineering 118

Mindtouch

DECEMBER 6, 2018

This is due, in part, to the growing number online customer self-service experiences powered by one or both of these technologies. To help clear the air, here’s a closer look at chatbots and AI and their close ties to customer self-service. AI, chatbots, and self-service. A brief introduction to AI.

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Self service Chatbots Real estate B2B 48

TechSee

AUGUST 14, 2023

Follow on LinkedIn Agnes So, Head of Customer Support & Engagement at HotDoc Based in Melbourne, Agness is passionate about creating exceptional customer experiences through lean teams, self-service, and training. Jon’s thought leadership can be followed on his widely-read JAA’s Analyst Blog.

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Customer Service Customer centricity Contact Center Consulting 207

TechSee

JUNE 16, 2022

As companies embrace the digitization of customer support, the new standard is much more than a phone conversation with a call center representative or a visit from a field agent. With a career spanning over 20 years, Eric has an extensive amount of experience in Contact Center and 3rd party and onshore vendor management.

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Customer Service Chief Customer Officer Contact Center Consulting 251

Uniphore

JUNE 10, 2021

We also learned just how important contact centers are to our everyday lives. When the whole world went remote, people started calling in in record numbers, forcing businesses to reassess their customer service game. At Jacada, we recognized the challenges of overwhelmed—and often understaffed—contact centers early on.

Call Center 98

Call Center Self service Contact Center Interactive Voice Response 98

Aspect

AUGUST 28, 2017

As a contact center leader saddled with huge responsibilities and challenges, you may know this better than most. Read on to see five statistics that prove your contact center must equip your agents with innovative coaching tools today. Chatbot market to grow at 37 percent through 2021. As such, coaching is m.

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Coaching Chatbots Contact Center Self service 191

Enghouse Interactive

JANUARY 5, 2021

Due to the pandemic we’ve seen major shifts in the contact centre, with existing trends such as remote working accelerating and customer needs changing dramatically. In this post, we highlight some of the key developments of last year in a review of our top blogs from 2020. Optimising for contact centre remote working.

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Self service Service level Technology Customer Service 40

Uniphore

JUNE 22, 2021

You’ll see what we mean when you check out the videos and comics in Jacada’s Call Center Life: 2021 Edition. Jacada's Call Center Life: 2021 Edition. Call center agents are stuck between a rock and a hard place. They have made your call center a glass house on social media.

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Call Center Entertainment Contact Center Benchmark 87

ViiBE Blog

AUGUST 9, 2021

ViiBE Blog. What is the key to success in a call center? Call Center , Customer experience. August 9, 2021. These phone calls are fielded by call center agents. What factors determine call center success? Areas you can improve to develop a successful call center. 26 August 2021. 25 August 2021.

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Call Center CRM First call resolution Customer centricity 52

pindrop

OCTOBER 12, 2021

It is commonly understood that KBAs are frustrating, not just for the consumers but for the contact centers themselves. We explore these topics in this blog. A few interesting trends are taking place in contact centers. . Source: Contact Babel The US Contact Center Decision-Makers’ Guide, 2018 and 2021.

Abandon rate 52

Abandon rate Contact Center Self service Banking 52

ViiBE Blog

AUGUST 25, 2021

ViiBE Blog. August 25, 2021. Last but not least, you should ensure that your customers can easily access your customer service team at any time, and that such help is available in various forms, through various platforms. 26 August 2021. 25 August 2021. 24 August 2021. 23 August 2021. Share on email.

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Automotive Brand ambassadors Transportation Construction 98

Creative Virtual

OCTOBER 6, 2021

As we find ourselves making our way, 18 months and counting, in this new normal it is a safe bet that the world of AI-powered self-service isn’t going anywhere. One industry that has experienced an influx in the need for self-service is Insurance. Pricing/Quotes: This is a huge area in which AI can be beneficial.

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Self service Contact Center Technology Personalization 92

ViiBE Blog

AUGUST 17, 2021

ViiBE Blog. August 17, 2021. Different forms of customer service, whether remote or onsite, act as the best tools for gathering customer data that can then be stored and used for future practices. 26 August 2021. 25 August 2021. 24 August 2021. What is an employee self-service portal?

Customer Experience 52

Customer Experience Management Automotive Brand ambassadors 52

Uniphore

JUNE 16, 2021

67% of interactions involve a time-consuming diagnosis 60% of customer-assistance occupations are automatable* 30% of common call center tasks are automatable*. Many contact centers, therefore, have opted to favor outcome metrics such as First Contact Resolution or Net Promoter Score, with secondary emphasis on AHT.

Average Handle Time 59

Average Handle Time Call Center Contact Center Metrics 59

TechSee

JUNE 25, 2019

A Tata Consultancy Services survey found that 31.7% of major companies around the world are currently using AI customer service technologies, the second most common use of AI after IT. Utilizing robotic process automation (RPA) in contact centers has been proven to reduce costs and increase operational efficiencies.

Technology 122

Technology Customer Service Gamification Contact Center 122

teleopti

JANUARY 7, 2019

By 2021, purchases made online via mobile devices will account for 51.7% Customers retrieve all the information they need quickly while organizations have the intelligence they require to direct customers to the correct place within their self-service function to complete the final purchase. The end of reactive contact centers.

Customer Service 49

Customer Service Contact Center Technical Support Self service 49

Expivia

JANUARY 19, 2021

Real-time transcription, AI, and self-service are not meant to make the customer experience better, but to make it easier for organizations to service their problems. Something to get you thinking about 2021, and the technology and trends for the future. Are they “fixing” the customer experience?

Technology 52

Technology Customer Experience Brand ambassadors Chatbots 52

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. Founder & CEO, Chris Ezekiel shared his pride in ‘building a successful, world-leading company over a sustained period of time with an amazing group of people’ in our first blog post of the year.

Virtual Agent 52

Virtual Agent Chatbots Technology Personalization 52

Enghouse Interactive

JUNE 4, 2021

However, the pressure is on for contact centres to adapt quickly. In recent research conducted by Enghouse Interactive 91% of agents were likely to leave their jobs in 2021. To find out more about Enghouse Interactive’s ‘ Mind Matters – Agent Wellbeing Research ‘ download the report and/or read our previous blog post.

Analytics 63

Analytics Self service Technology Metrics 63

Callminer

AUGUST 6, 2019

.” – Sandie Simms, 12 Questions to Ask When Choosing Contact Centre Software , West UC; Twitter: @West_UC. Know the latest call center trends. Contact center software has evolved as customers’ expectations and needs have shifted with the rise of mobile devices and social media. Social media.

call center software 140

call center software Best practices Call Center Interactive Voice Response 140

Enghouse Interactive

FEBRUARY 5, 2021

Many people have used the opportunity to move outside big cities – London is set to see a drop in its population in 2021 for the first time in 30 years. However, humans are social animals and we do need face-to-face contact – and enforced remote working has highlighted gaps in the experience that need to be fixed.

Self service 40

Self service Coaching Chatbots Quality management 40

Enghouse Interactive

DECEMBER 5, 2018

The following blog takes a look at the contact centre and what we can expect to see in 2019. Contact centres will continue to migrate towards robotic technology and artificial intelligence, but the reality won’t match the hype. of all contact centre inbound interactions.

Analytics 65

Analytics Coaching Cloud contact Engineering 65

ViiBE Blog

JULY 30, 2021

ViiBE Blog. What is a contact center? Call Center , Customer experience , Remote operations. July 30, 2021. Considered a relatively new solution, contact center is an omnichannel customer support platform. What is an inbound contact center? How to enhance the contact center experience.

Contact Center 52

Contact Center Automotive Transportation Analytics 52

Hodusoft

JANUARY 1, 2024

The Rise of Virtual Banking: Contact Center Software as the Backbone of Remote Financial Services Over the past few years, the state of virtual banking has evolved greatly with financial institutions utilizing digital technologies to provide innovative and expedient banking services.

Contact center software 52

Contact center software Banking Contact Center Finance 52

ViiBE Blog

AUGUST 11, 2021

ViiBE Blog. The best contact center software for your needs. Call Center , CRM , Customer experience. August 11, 2021. Contact centers vary widely to suit the needs of a wide range of businesses. Omnichannel contact centers respond to this need by giving customers more options. .

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Contact center software Contact Center CRM contact center solutions 52

Hodusoft

NOVEMBER 29, 2022

Top 10 Contact Center Software for 2022-2023. Before the advent of contact center software, customer service representatives would handle all customer requests and complaints through telephone calls. That transformed call centers into contact centers. HoduCC – Contact Center Software.

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Contact center software Contact Center Interactive Voice Response contact center solutions 40

Expivia

NOVEMBER 9, 2020

My team and I are beginning to talk about budgeting and technologies for 2021, and now is the time for us to start making some hard decisions. Number one for 2021 is Real-Time Transcription. you can use applications such as Google Dialogue flows to enhance agent engagement, service, and information delivery from an AI perspective.

Call Center 52

Call Center Customer Service Upselling Chatbots 52

Enghouse Interactive

FEBRUARY 18, 2021

Trends and Realities of Successful Organizations (Blog Series). Contact centers, using AI and UCaaS, drive better customer service perceptions, agent performance and improve overall outcomes. Blog #4 of 4: Key Findings and Where to Focus Your Optimization Efforts . For 2021, 79.6%

Contact Center 56

Contact Center Analytics Self service Finance 56

Noble Systems

JANUARY 29, 2021

Changing Customer Behaviors Will Impact Contact Centers in 2021. This was especially evident with contact centers that did not have the right technologies in place or were otherwise ill-equipped to quickly pivot to an at-home service model and address extremely high call volumes when the pandemic began.

Contact Center 68

Contact Center Surveys Analytics Feedback 68

NobelBiz

MAY 9, 2023

Contact centers play a vital role in today’s business landscape, serving as a primary point of contact for customers to resolve issues, make inquiries, or provide feedback. However, running an efficient and effective contact center requires more than just hiring skilled agents and investing in advanced technologies.

Best practices 98

Best practices Call Center Gamification Contact center software 98

Noble Systems

FEBRUARY 10, 2021

What Contact Centers Can Do Now to Address Shifting Customer Behaviors. Earlier in this 3-part blog series, we looked at recent changes in consumer demands ( Part 1 ), including the top five contact center customer behavior trends that are here to stay ( Part 2 ). Anywhere customer service and engagement.

Contact Center 98

Contact Center Gamification Self service Analytics 98

Hodusoft

MARCH 21, 2024

from 2021 to 2028. In this blog, we will delve into the key challenges that BPOs face in offering the best possible support to their customers and how HoduCC can prove to be a beacon of support for this industry. As per a report by McKinsey , most contact centers experience average annual turnover rates of up to 60 percent each year.

Contact center software 52

Contact center software Business Process Outsourcing Interactive Voice Response outsourcing 52

Noble Systems

FEBRUARY 4, 2021

As we discussed in part 1 of this blog series, there is no denying that consumer decision journeys and buying behaviors have changed, many of them forever, due to the impacts of COVID-19. What does all this mean for contact centers? This blog looks at the results of a new industry survey conducted by Noble Systems.

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Contact Center Surveys Interactive Voice Response Chatbots 94