bold360 Blog

AUGUST 31, 2020

Customers increasingly prefer using self-service tools: CEB (now Gartner) reports that 81% of consumers try to self-serve before calling a contact center. CSS Tools Go Beyond the Chatbot. Similar to conversational chatbots, dynamic search bars leverage NLP technology to understand the customer’s unstructured search terms.

Self service 52

Self service Chatbots Agent Empowerment Morale 52

Aspect

NOVEMBER 22, 2017

The holiday season is all about giving and on this Thanksgiving Eve there’s no better time to show your customer service and contact center agents how grateful you are for them. Agents want to feel as if they have the autonomy and responsibility to not only handle complex questions but also make decisions.

Customer Service 59

Customer Service Contact Center Chatbots Surveys 59

teleopti

JUNE 5, 2019

This blog is a little different than our usual WFM posts but we have some exciting news! Teleopti CEO, Olle Düring, shares some insights around the possibilities the acquisition by Calabrio brings, how we together are on a mission to humanize customer and employee experiences. For more info, read the press release!

Contact Center 90

Contact Center Chatbots Self service Customer Experience 90

teleopti

JULY 15, 2019

Tommy Palomäki at Teleopti explains why it pays to focus on CSR’s (Customer Service Representatives) well-being using automated Workforce Management to inspire and motivate staff. Think about infusing AI into the employee experience – use chatbots that learn from existing data to help people manage their work-life balance.

Gamification 57

Gamification Contact Center Self service Chatbots 57

Kayako

SEPTEMBER 9, 2022

Before the COVID-19 lockdowns, many companies were moving toward automation and using technology to improve customer service functions. Innovating the customer service experience at a rapid pace continues, especially from the customers’ point of view. Are you ready to deliver Friction-Free Customer Service?

Customer Service 62

Customer Service Journey mapping Agent Empowerment Customer retention 62

Comm100

DECEMBER 1, 2017

This contact center priority goes hand in hand with the previous goal of reducing customer friction: by creating (or optimizing) an automated self-service experience, customers will be able to solve transactional self-service issues quickly and efficiently. ” Empowering Agents as a Top Investment Priority.

Contact Center 42

Contact Center Customer centricity Journey mapping Benchmark 42