The Route to Fully Autonomous AI Self Service Starts at your Contact Center

TechSee

By drawing on the aggregated knowledge and experience of the contact center workforce, effectively crowdsourcing their expertise, technology providers are creating the next generation of self service platforms. Automation will soon enable virtual assistants to act as telecoms technicians, bank tellers, consumer electronics experts, loss adjustors, sales reps and a host of other roles.

Billing Dispute? Try Visual Customer Service for Real-time Proof

TechSee

Consider this recent incident: A telecom’s call center received a call from a customer complaining that he’d been billed more than double the contracted amount per month for the last few years. 42% of their call center operations are driven by billing-related inquiries. These calls are complex, with much back-and-forth between the agent and the customer. Visual experiences are gaining traction within customer interactions.

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5 Customer Service Tech Trends to Explore at MWC 2018

TechSee

Mobile messaging apps are more popular than ever as they meet the customer demand for free mobile calling and texting services. Infinity Mobile is a mobile ecommerce platform.Worth noting is their shopitag solution for mobile popup shops. Gartner predicts that by 2019, AR, VR and mixed reality (MR) solutions will be adopted in 20% of large-enterprise businesses. The solution is encrypted and unhackable, shared instantly, fully traceable and unchangeable.

5 Customer Service Tech Trends to Explore at MWC 2018

TechSee

Mobile messaging apps are more popular than ever as they meet the customer demand for free mobile calling and texting services. Infinity Mobile is a mobile ecommerce platform.Worth noting is their shopitag solution for mobile popup shops. Gartner predicts that by 2019, AR, VR and mixed reality (MR) solutions will be adopted in 20% of large-enterprise businesses. The solution is encrypted and unhackable, shared instantly, fully traceable and unchangeable.

CX: The Shift from Call Center to Contact Center

Revation Systems

Thus, leading the way for call centers to be considered so much more. Since 1973, call center solutions have been leveraging the latest advancements to further the customer experience in reaching businesses when they need to — whether through the Automatic Call Distributor (ACD) of the ’70s or the Voice over Internet Protocol (VoIP) of the ’90s and 2000’s. The post CX: The Shift from Call Center to Contact Center appeared first on Revation Systems.

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What’s New for Spring – LinkLive 2018

Revation Systems

LinkLive, our flagship contact center platform, is fundamental to what we do — and through it, we can offer integrated features and capabilities to help you better connect with your customers and patients through the mediums that matter most to them. As consumer communication preferences shift in the everyday realm, so they will also pivot in healthcare, banking and business; which is why it’s vital for the more traditional industries to keep pace.

Call Center Software: How to Choose the Best Software (Tips & Best Practices)

Callminer

There are a number of call center software solutions on the market, comprising more than half a dozen types of these tools. That’s not to mention the number of software tools that integrate with the various call center software solutions. With many potential combinations, picking the right call center tool software is no easy feat. Types of Call Center Software. Expert Tips for Choosing the Right Call Center Software.

What is PCI Compliance Call Recording & Transcription: Definition, Expert Tips & Best Practices

Callminer

PCI compliance call recording & transcription refers to the requirements set in the Payment Card Industry Data Security Standard (PCI DSS). These phone calls are often kept for many reasons, including: Protection against liability. To train and evaluate call center staff. Perhaps the strongest reason companies record and/or transcribe calls is that it’s often required by government entities. Expand your call recording practices.

10 Ways to Reduce Call Center Attrition and Improve Agent Engagement

Fenero

Cramped in a cubicle for 9-10 hours a day, leashed to a desktop, answering calls of angry and frustrated customers, and getting paid $10/hour is not exactly a lucrative profile. While not every call center fits the description above, many do. By Francis Cyriac.

Innovative Call Centers with Conversation IVR Powered by Artificial Intelligence

Cisco - Contact Center

Artificial Intelligence Transforming Call Centers. The Contact Center business is going through a series of very important changes driven by the technology innovation, the raise of socials and the new consumption models being evaluated by most of the companies.

25 Call Center Leaders Share the Most Effective Ways to Boost Contact Center Efficiency

Callminer

Most call centers struggle with efficiency at one time or another. And because efficiency is directly tied to minimizing overhead costs in the call center, it’s a prominent challenge. Meet Our Panel of Contact Center Experts: .

10 Ways to Reduce Call Center Attrition and Improve Agent Engagement

Fenero

Cramped in a cubicle for 9-10 hours a day, leashed to a desktop, answering calls of angry and frustrated customers, and getting paid $10/hour is not exactly a lucrative profile. While not every call center fits the description above, many do. Call center agents and employees have high rates of burnout, poor performance, turnover and many ask why. So how exactly do the best of call centers achieve high levels of agent engagement and retention?