SmartAction

OCTOBER 25, 2023

In today’s rapidly evolving customer service landscape, businesses face a multitude of choices when it comes to interacting with their customers. The advent of digital communication channels such as chat, email, and social media has provided convenient alternatives for customer inquiries.

Interactive Voice Response 90

Interactive Voice Response Customer Service Virtual Agent Self service 90

SmartAction

NOVEMBER 22, 2023

In this article, we’ll explore why you should implement voice-driven AI in your call center, and provide tips for contact center managers when implementing this technology. Conversational AI helps them out of what seems to be an endless cycle of button pressing and voice prompts to connect them immediately with a virtual agent.

Contact Center 90

Contact Center Interactive Voice Response Virtual Agent Management 90

Global Response

MARCH 30, 2023

Q: What’s the difference between customer service and customer experience? A: Customer service is marked by a single interaction, such as a customer contacting your brand, while customer experience is the combined sum of all of a customer’s interactions with your brand.

Customer Experience 62

Customer Experience Customer Service outsourcing Chatbots 62

DMG Consulting

OCTOBER 6, 2023

Generative AI is ideal for service organizations due to its ability to create content in response to inquiries. Contact center and customer service technology vendors are applying generative AI to enhance their solutions, speed up implementation, and improve the accuracy of their findings. and customer service organizations.

Contact Center 59

Contact Center Call flow Enterprise Virtual Agent 59

SmartAction

MARCH 1, 2022

Horizontal SaaS is a software as a service that targets a variety of industries and, thus, a broader audience and customer base. It’s not to be confused with Managed Service Providers (outsourcing IT services). MSaaS provides the software and support. SmartAction is an example of a horizontal MSaaS.

Management 74

Management SaaS Virtual Agent Automotive 74

TechSee

AUGUST 14, 2018

This article underlines the value of DSS in customer service and focuses on the potential computer vision brings to call/chat centers, where providing a positive customer experience (CX) at scale is critical to success in the current competitive business climate.

Contact Center 95

Contact Center Average Handle Time Scripts First call resolution 95

DMG Consulting

OCTOBER 4, 2018

Organizations that invested in them spent lots of time finding and loading the data and trying to get their employees, particularly those in contact centers, customer service organizations, technical support functions and field service, to use the solutions.

Management 72

Management Virtual Agent Gamification Technical Support 72