TechSee

APRIL 21, 2021

According to a 2021 survey, 65% of U.S. Next-step suggestion: Consider implementing a pilot program to determine how collaboration between customer service agents and subject matter experts can improve service, based on KPIs such as CSAT and FCR rates. AI-Driven Agent Decision Support.

Call Center 136

Call Center Contact Center Self service call center solutions 136

DMG Consulting

NOVEMBER 14, 2020

DMG Consulting Releases 2020 – 2021 Digital Customer Service Product and Market Report. Digital-first servicing drives improved CX and brand engagement. Who: DMG Consulting LLC, a leading provider of contact center, back-office and real-time analytics market research and consulting services.

Consulting 62

Consulting Consulting Marketing Customer Service 62

Creative Virtual

DECEMBER 7, 2021

Welcome to Creative Virtual’s annual year in review blog post for 2021! They also discussed the findings of ISG’s research and current successful virtual agent implementations. We were also one of the sponsors for destinationCRM’s roundtable webinar Conversational AI: The Future of Customer Service?

Virtual Agent 52

Virtual Agent Chatbots Enterprise Education 52

DMG Consulting

JANUARY 29, 2021

2021: The Year of the Contact Center. 2021 is off to a rocky start as countries struggle to roll out the vaccines needed to combat the COVID-19 pandemic. What are your top contact center priorities for 2021? What are your top technology priorities for 2021? Figure 1: Top 5 Contact Center Priorities for 2021.

Contact Center 62

Contact Center Interactive Voice Response Self service Analytics 62

DMG Consulting

JUNE 30, 2021

DMG Consulting Releases 2021-2022 Robotic Process Automation Product and Market Report. Who: DMG Consulting LLC, a leading provider of contact center and back-office market research and consulting services. What: Releases 2021-2022 Robotic Process Automation Product and Market Report. When: Today, 30 June 2021.

Consulting 59

Consulting Consulting Marketing Contact Center 59

DMG Consulting

JUNE 8, 2021

DMG Consulting Releases 2021 – 2022 Interaction Analytics Product and Market Report. Who : DMG Consulting LLC, a leading provider of contact center and back-office market research and consulting services . What : Releases 2021 – 2022 Interaction Analytics Product and Market Report . When : Today, 3 June 2021.

Consulting 59

Consulting Consulting Analytics Marketing 59

Ian Jacobs

JUNE 28, 2016

In Forrester's new report " Plan Now For Customer Service in 2021 ," we assess and evaluate five developing customer service technologies according to their potential impact on the customer service experience in the year 2021.

Virtual Agent 67

Virtual Agent Customer Service CRM Technology 67

Creative Virtual

OCTOBER 4, 2021

The first week of October is when the world celebrates Customer Service Week every year. I became a new dad on 29th June and recently have been realising the parallels between being a parent to a young baby and serving customers. I guess that says it all: the customer is only important for sales!

Virtual Agent 59

Virtual Agent Customer Service Sales Personalization 59

DMG Consulting

OCTOBER 13, 2021

DMG Consulting Releases 2021 – 2022 Cloud-Based Contact Center Infrastructure Product and Market Report. Who: DMG Consulting LLC, a leading provider of contact center and back-office market research and consulting services. What: Releases 2021 – 2022 Cloud-Based Contact Center Infrastructure Product and Market Report.

Consulting 48

Consulting Consulting Contact Center Marketing 48

Nuance

FEBRUARY 3, 2021

Since 2013, Nuance’s enterprise customers worldwide have won over 45 Stevie Awards across customer engagement, agent productivity, and innovation using Nuance’s AI-powered conversational AI, digital messaging, biometrics, and Agent AI capabilities. This is a summary.

Technology 71

Technology Enterprise Virtual Agent Customer Service 71

3CLogic

APRIL 6, 2021

In this 3CLogic Fireside Chat video, Observe.AI's Co-founder and Chief Revenue Officer, Sharath Keshava Narayana , uncovers the power of Natural Language Processing (NLP) and Natural Language Understanding (NLU) to reveal how organizations are using voice solutions to enable digital transformation and revolutionize the customer service experience.

Real estate 52

Real estate Contact Center Virtual Agent Enterprise 52

Creative Virtual

OCTOBER 4, 2021

Happy Customer Service Week! It’s the first full week of October, and that means it is time once again for the annual week-long global celebration of the importance of customer service, the people who deliver that service, and the impact it has on business success. By Mandy Reed, Global Head of Marketing.

Customer Service 52

Customer Service Virtual Agent Chatbots Self service 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. View the DMG 2020-2021 Workforce Optimization Product and Market Report here.

Consulting 59

Consulting Consulting At home agents Virtual Agent 59

CSM Magazine

OCTOBER 6, 2021

Pilot projects using the AI-infused platform are already underway with several transcosmos clients, with the company expecting a significant expansion of the service in the coming year. These self-service options will help transcosmos’s contact centres to improve response times and reduce call volumes.

Business Process Outsourcing 52

Business Process Outsourcing Virtual Agent Self service Cloud contact 52

Creative Virtual

DECEMBER 10, 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. Creative Virtual started 2020 celebrating the company’s Sweet Sixteen. 2020 was a record-breaking year for use of our virtual agent and chatbot implementations.

Virtual Agent 52

Virtual Agent Chatbots Technology Personalization 52

Netomi

APRIL 28, 2022

With the increasing use of smartphones and app-based services, as well as the widespread adoption of the public and hybrid cloud, this burgeoning market is only predicted to grow – while the global size of the SaaS market stood at USD $144.17 billion in 2021, it is forecast to reach USD $703.19 billion by 2030.

SaaS 59

SaaS Customer Experience Virtual Agent Chatbots 59

Liveops

JULY 19, 2021

The June 2021 jobs reported hundreds of thousands of jobs within the industry have opened back up. Customer service jobs, in particular, are opening up at a rate faster than they are being filled. How a virtual flex model can address immediate CX needs . Learn more about the benefits of the Virtual Flex model.

Airlines 62

Airlines Virtual Agent Enterprise Wait times 62

Creative Virtual

JANUARY 12, 2021

The COVID-19 pandemic thrust them into the spotlight even more in 2020 as companies scrambled to automate online customer service, better support a remote workforce, and relieve growing pressure on contact centres. Most companies use chatbots as a way to manage customer support.

Self service 52

Self service Virtual Agent Chatbots Consulting 52

Creative Virtual

OCTOBER 8, 2021

Customers use conversational AI on the web, in apps and other channels. They interact with virtual agents and chatbots in a technical sense, but they certainly do not converse with them. Having this in mind makes an important shift of focus in the virtual agent design. Or will it be: “What a nice person!”?

Virtual Agent 52

Virtual Agent Chatbots Personalization Customer Service 52

Creative Virtual

JANUARY 26, 2023

You can’t deliver reliable, accurate self-service tools if you can never be certain what response might be given. These limitations don’t mean you should write off ChatGPT or GPT-3 (and future versions) as completely ineffective in the realm of customer service and employee support.

Virtual Agent 52

Virtual Agent Chatbots APIs Engineering 52

3CLogic

MAY 26, 2022

Be sure to consider that your customers are savvier, your competitors are adapting, and your legacy system is holding you back. Customers Demand A Seamless Experience. During 2020 and 2021, customers rapidly moved to digital-first interactions, creating a permanent change in the ways companies approach customer experience.

Interactive Voice Response 52

Interactive Voice Response Customer Experience Management Journey mapping 52

DMG Consulting

FEBRUARY 11, 2021

Who: DMG Consulting LLC, a leading provider of contact center and back-office market research and consulting services. When: Today, 11 February 2021. What: Releases a New Report on Contact Centers in a Post-Pandemic World: A Strategic and Tactical Guide to the Future. Where: Available at the DMG Consulting online store.

Consulting 48

Consulting Consulting Contact Center Virtual Agent 48

DMG Consulting

SEPTEMBER 24, 2021

July 7, 2021 Donna Fluss. Intelligent self-service is becoming the preferred channel, placing pressure on companies to transition from outdated interactive voice response systems and websites to AI-based omnichannel intelligent virtual agents. The Transformational Value of Interaction Analytics.

Analytics 77

Analytics Enterprise Contact Center Quality management 77

Uniphore

JUNE 10, 2021

When the whole world went remote, people started calling in in record numbers, forcing businesses to reassess their customer service game. Did you know: 56 percent of agents reported planning to quit in the future? Direct your Callers to Effortless Digital Customer Service With Visual IVR. Try Demo Now.

Call Center 98

Call Center Self service Contact Center Interactive Voice Response 98

DMG Consulting

MARCH 8, 2019

in 2018, 23% in 2019 and 2020, and 21% in 2021 and 2022. The adoption rate of the cloud-based contact center infrastructure market as of the end of 2017 (July 2018) was 14.1% (includes hosted and software as a service (SaaS)), up from 11.4% The result is higher sales rates, larger collections and greatly improved customer service.

Contact Center 72

Contact Center Marketing SaaS Virtual Agent 72

DMG Consulting

SEPTEMBER 14, 2021

Jul 12, 2021 Donna Fluss. Companies are re-evaluating their salary structures as they struggle to hire people for traditionally low-level jobs, including: contact center/customer service representatives, bank tellers, retail clerks, servers, hospitality workers, flight attendants, healthcare aides, and more.

Employee engagement 98

Employee engagement Management Real estate Contact Center 98

Liveops

JANUARY 6, 2022

Shifting to an omnichannel approach—one that relied heavily on a robust digital presence—resulted in the rise of virtual agents and contractors across a number of industries. In turn, virtual call centers, receptionist services, and customer service providers have become more in demand than ever. .

Gamification 62

Gamification virtual call center Virtual Agent Call Center 62

DMG Consulting

SEPTEMBER 20, 2021

May 25, 2021 Donna Fluss. These include modifications to fundamental business activities—how products and services are distributed, and how and by whom customer service is delivered. Companies must continue to prioritize the customer experience (CX) as they reimagine customer journeys.

Contact Center 48

Contact Center Real estate Self service Enterprise 48

BlueOcean

OCTOBER 22, 2020

Virtual Training: Moving from Just “Getting It Done” to “Doing It Well”. Now, as we roll toward 2021, training teams can focus on driving improvement. And that begins with the three key pillars to successful remote agent training: preparation, expectations, and engagement. Making Virtual Agent Training Work for You.

Contact Center 62

Contact Center Virtual Agent Best practices Personalization 62

Netomi

SEPTEMBER 20, 2021

Companies are launching their best AI chatbots to carry on 1:1 conversations with customers and employees. AI powered chatbots are also capable of automating various tasks, including sales and marketing, customer service, and administrative and operational tasks. Best AI Chatbot for Customer Service: Netomi. .

Chatbots 126

Chatbots APIs Surveys Analytics 126

Fonolo

JANUARY 4, 2022

Customer service expectations continue to increase, and only the best businesses keep up. The statistics show that superior customer experiences generate more return customers, increased loyalty, and higher profits. Statistics that Demonstrate the Value of Good Customer Service. Source: Bain&Co.

Customer Service 142

Customer Service Contact Center Call Center Chatbots 142

JivoChat

JUNE 7, 2021

In fact, the numbers are staggering — according to statistics from Oberlo , more than 230 million Americans will shop online in 2021. billion online in 2021, creating lots of opportunities for web-based businesses. The five main types of customer interactions include: Chat interactions. Customer retention interactions.

Best practices 52

Best practices Chatbots Customer retention Surveys 52

DMG Consulting

MARCH 11, 2021

DMG Consulting Releases 2021 – 2022 Workforce Management Product and Market Report. Who: DMG Consulting LLC, a leading provider of contact center and back-office market research and consulting services . What: Releases 2021 – 2022 Workforce Management Product and Market Report. When: Today, 11 March 2021.

Consulting 59

Consulting Consulting Marketing Management 59

ConvergeOne

SEPTEMBER 20, 2022

The satisfying potential of contact center automation that solves your customers’ needs. As consumers, we are all familiar with the pain of calling customer service. You’ve purchased a really great product or service. You’re excited for it to arrive at your door, or for your newly purchased service to get set up.

Interactive Voice Response 82

Interactive Voice Response Virtual Agent Contact Center Surveys 82

Creative Virtual

OCTOBER 5, 2021

By Khushal Hirani, Customer Success Manager. You can’t celebrate Customer Service Week without talking about the contact centre. Onboarding agents in a contact centre can be very time consuming and expensive. It makes their jobs easier and lets them focus on the human side of serving customers.

Customer Service 52

Customer Service Virtual Agent Scripts Metrics 52

NobelBiz

FEBRUARY 21, 2023

The increased use of AI Robotic process automation (RPA) In 2023, call centers will use AI algorithms to analyze customer emotions and understand ambiguous statements. This strategy allows the call center to deliver superior customer service, reduce service wait times, and streamline the client experience.

Call Center 52

Call Center Chatbots Contact Center Cloud contact 52

NobelBiz

FEBRUARY 15, 2023

The increased use of AI Robotic process automation (RPA) In 2023, call centers will use AI algorithms to analyze customer emotions and understand ambiguous statements. This strategy allows the call center to deliver superior customer service, reduce service wait times, and streamline the client experience.

Call Center 52

Call Center Chatbots Contact Center Cloud contact 52