NICE inContact

DECEMBER 10, 2018

As a contact center leader, you work extremely hard to mitigate these challenges, but because you are pulled in many different directions, it is tough to keep your best agents. Not to mention, technology constraints can sometimes make it difficult to improve the agent experience.

Virtual Agent 48

Virtual Agent Contact Center Accountability Technology 48

TechSee

JANUARY 14, 2020

The global drive toward digital transformation has made its mark on contact center processes and operations, with Salesforce predicting last year that the use of AI by customer service teams would see a 143% increase by 2020. Post-call analysis also benefits from AI. Smarter Agents. How Call Centers Leverage Collaborative AI.

Virtual Agent 109

Virtual Agent Self service Contact Center Call Center 109

DMG Consulting

MAY 2, 2024

Intelligent virtual agents (IVAs)—a.k.a. chatbots, voicebots, or just plain bots—can automate many tasks and inquiries previously handled by live agents, reducing operating expenses. Issues surrounding delivery of an unlimited, truly conversational AI-based self-service solution are not simple or inexpensive.

Self service 59

Self service Virtual Agent Contact Center CRM 59

Interactions

APRIL 14, 2021

Constantly evolving regulations and best practices can make it challenging for companies to decide on the best solutions to improve their businesses. Given the emotional energy required, it’s not surprising to hear statistics that report 50% of new collection agents resign in under three months.

Virtual Agent 90

Virtual Agent Call flow Call Center Finance 90

SmartAction

MAY 6, 2019

This is the third of a five-part blog series that outlines the Five Best Practices for AI Self-Service Without Compromise. That shift is being driven by advances in conversational AI, which uses advanced speech recognition and natural language processing to automate more calls, chats, and texts than ever before.

Self service 44

Self service Virtual Agent Best practices Contact Center 44

SmartAction

APRIL 15, 2019

This combination has led to the growing adoption of AI-powered virtual agents to automate conversations traditionally handled by live agents. This is the first of a five-part blog series that outlines the Five Best Practices for AI Self-Service Without Compromise. It’s essential to think in terms of call types.

Self service 59

Self service Virtual Agent Interactive Voice Response Best practices 59

SmartAction

MAY 6, 2019

This is the third of a five-part blog series that outlines the Five Best Practices for AI Self-Service Without Compromise. That shift is being driven by advances in conversational AI, which uses advanced speech recognition and natural language processing to automate more calls, chats, and texts than ever before.

Self service 40

Self service Virtual Agent Best practices Contact Center 40

Interactions

APRIL 14, 2021

Constantly evolving regulations and best practices can make it challenging for companies to decide on the best solutions to improve their businesses. Given the emotional energy required, it’s not surprising to hear statistics that report 50% of new collection agents resign in under three months.

Virtual Agent 62

Virtual Agent Call flow Call Center Finance 62

JustCall

MARCH 9, 2023

While your call agents strive for favorable first-call resolution metrics, your business should focus on providing them with the right customer contact center software that lets them do their job well. What are Contact Center Software Solutions?

Contact center software 52

Contact center software Contact Center call center software contact center solutions 52

SmartAction

MAY 23, 2019

This is the fifth of a five-part blog series that outlines the Five Best Practices for AI Self-Service Without Compromise. Use this guide to automate your contact center and Customer Experience (CX) with AI self-service in voice, chat, and text. Best Practice #5: Human-Centric Design from a team of CX Experts.

Self service 40

Self service Virtual Agent Contact Center Engineering 40

NICE inContact

JANUARY 16, 2019

Another cost-effective alternative exists – and it simply involves supplementing existing IVRs with AI-powered virtual agents with natural language capabilities. Instead of relying on agents to make a few calls at a time, hundreds of thousands of calls can be placed in minutes.

Contact Center 48

Contact Center Virtual Agent Interactive Voice Response Call Center 48

Creative Virtual

APRIL 7, 2020

We took a look at some of the benefits of using AI-enhanced chatbots and virtual agents to offer customer self-service. In Part 2, let’s explore how this technology can be deployed as an Agent Assist tool to support your contact centre agents. Reducing AHT but not solving those customers’ issues benefits no one.

Self service 52

Self service Virtual Agent Chatbots Government 52

DMG Consulting

AUGUST 2, 2017

In this age of digital transformation, customers and prospects must be able to easily access an enterprise from any channel – phone, self-service (websites, interactive voice response (IVR) systems, intelligent virtual agents (IVAs)), email, chat, co-browse, SMS, social media and video.

Interactive Voice Response 96

Interactive Voice Response Contact Center CRM Virtual Agent 96

DMG Consulting

AUGUST 17, 2017

Millennials will call or email if they have to, but they’ll gravitate to companies that enhance their voice and web-based self-service. Bots and the more advanced intelligent virtual agents (IVAs), enabled by AI and machine learning, are rightfully attracting a great deal of attention. Speech analytics.

Contact Center 69

Contact Center Technology Big data Gamification 69

Creative Virtual

OCTOBER 4, 2018

Chatbots and virtual agents have become essential tools for providing 24/7 self-service to digital customers. Yet many organizations are missing out on the added benefits of using these solutions in the contact center. They are missing a chatbot.

Chatbots 56

Chatbots Contact Center Virtual Agent Coaching 56

Balto

JUNE 20, 2023

By breaking down the user’s request, the virtual agent can better understand what the user needs. Real-World Conversational AI Applications in Contact Centers Some of the common applications of conversational AI in contact centers include virtual assistants, chatbots, and voice assistants.

Contact Center 52

Contact Center Chatbots Complaint resolution Wait times 52

DMG Consulting

FEBRUARY 15, 2018

Given consumers’ changing attitudes toward self-service and the arrival of more accurate speech recognition, it’s the right time for companies to update their self-service strategies by upgrading their IVRs, and that means embracing intelligent virtual agents (IVAs).

Self service 54

Self service Interactive Voice Response Virtual Agent Analytics 54

DMG Consulting

AUGUST 1, 2017

Contact centers are ahead of the game when it comes to digital transformation. Contact centers have been talking about omni-channel environments for more than 5 years (and multi-channel environments for the previous 15 years). These solutions can reduce the time it takes to complete a task, reduce error rates, and improve.

Virtual Agent 48

Virtual Agent Contact Center Enterprise Best practices 48

DMG Consulting

JANUARY 17, 2019

Outside of the contact center, IVAs are being leveraged to assist with benefits selection and administration, payroll support, and other HR issues. IVA Best Practices . Here are 11 best practices for implementing an effective IVA. Email Address *.

Self service 66

Self service Best practices Contact Center Healthcare 66

OctopusTech

AUGUST 10, 2022

Call center technologies are developing rapidly in this ever-growing digital era. Various call center technology trends such as Artificial intelligence, virtual agents, and cloud communications are all part of the future of call centers. What is call center technology?

Call Center 62

Call Center Technology Journey mapping Interactive Voice Response 62

BlueOcean

OCTOBER 22, 2020

Our best practice also includes leveraging timed activities. Using a countdown clock while agents complete tasks and assessments can encourage efficiency while also mirroring the stress that an agent can experience to meet productivity goals in production. Making Virtual Agent Training Work for You.

Contact Center 62

Contact Center Virtual Agent Best practices Personalization 62

EPIC Connections

OCTOBER 20, 2017

The collaborative session addressed omnichannel best practices in the contact center environment. We focus on building an environment where intelligent virtual agents are handling complex customer requests in every medium – voice, SMS text, chat, social media, and mobile. www.smartaction.ai.

Contact Center 38

Contact Center Virtual Agent Self service Enterprise 38

SmartAction

OCTOBER 2, 2018

Electrolux, the 2nd largest home appliance manufacturer in the world who sells under a variety of brand names worldwide like Frigidaire and AEG, made the transformation to AI-powered virtual agents six months ago to automate more in their contact center. 14% of callers request a live agent transfer. 9% of callers hang up.

Virtual Agent 48

Virtual Agent Average Handle Time Contact Center outsourcing 48

NICE inContact

NOVEMBER 16, 2018

But there are dozens of other processes in which agents collect information from a customer over the phone, and these calls aren’t just long, they’re expensive. With virtual agents, the process of gathering data can be fully contained within automation, so that live agents don’t have to do the boring and redundant tasks.

Virtual Agent 48

Virtual Agent Contact Center Average Handle Time Call Center 48

Verint

MAY 1, 2018

A study published in 2017 investigated the presence and effects of relational language on intelligent virtual agents (IVAs). Data from large-scale, real-world enterprise IVA implementations revealed that people are increasingly relating to chatbots as they would human agents. Discover best practices for sustaining compliance.

Chatbots 22

Chatbots Interactive Voice Response Self service Best practices 22

Taylor Reach Group

JUNE 13, 2017

Recently, our expert panel of Contact Center Consultants had a discussion on the role of chat in the Call Center. This discussion examines chat in the Contact Center, highlights the many advantages of Live Chat, presents some caveats and looks to the future of this technology in the Call Center and Contact Center.

Contact Center 58

Contact Center Consulting Consulting Chatbots 58

Fenero

JULY 11, 2018

Gone are the days where you have to find a location to house your agents and sign a long-term lease for call center space. Now are the days where you need to spend time to find a partner that can help you set up your virtual call center in under an hour and without any upfront CapEx.

virtual call center 11

virtual call center Call Center Personalization Virtual Agent 11

OctopusTech

JUNE 8, 2022

Due to this, a lot of regular tasks and activities are handled by automation software and not by call center representatives so that they could focus only on complicated and challenging issues. Call center automation simplifies the process of businesses and increases efficiency in customer service.

Call Center 62

Call Center Interactive Voice Response First call resolution Chatbots 62

DMG Consulting

JANUARY 4, 2019

The vendors are responsible for the majority of today’s implementations and are developing best practices to improve the success and speed at which an IVA can be up and running. The current generation of IVAs, utilizing AI, machine learning, NLU, NLP as well as other types of technology, are ready for prime time.

Self service 69

Self service Interactive Voice Response Best practices Consulting 69

Dialer 360

DECEMBER 3, 2021

Call center automation makes your work faster. In the present time application of call center automation is enhanced. However, it is necessary for all companies that they implement the best practices to grow their business. What is call center automation? Call center automation trends.

Call Center 26

Call Center Interactive Voice Response Chatbots Virtual Agent 26

Dialer 360

DECEMBER 3, 2021

Call center automation makes your work faster. In the present time application of call center automation is enhanced. However, it is necessary for all companies that they implement the best practices to grow their business. What is call center automation? Call center automation trends.

Call Center 26

Call Center Interactive Voice Response Chatbots Virtual Agent 26

SmartAction

MAY 9, 2019

This is the fourth of a five-part blog series that outlines the Five Best Practices for AI Self-Service Without Compromise. That shift is being driven by advances in conversational AI, which uses advanced speech recognition and natural language processing to automate more calls, chats, and texts than ever before.

Self service 44

Self service Virtual Agent Contact Center Best practices 44

JustCall

JANUARY 18, 2023

In some cases, inbound calls can also be made by the employees. Call centers usually take inbound, and outbound calls for a business. An example of inbound calling is a customer calling a business to inquire about the availability of a product or to request information about a service.

outsourcing 52

outsourcing Scripts Call Center Interactive Voice Response 52

REVE Chat Blog

NOVEMBER 6, 2019

Contact center trends provide businesses a futuristic view of how digital transformation and the use of artificial intelligence (AI) would help their call centers to deliver an optimal customer service experience. Key challenges faced by the contact centers . The top contact center trends to watch out in 2020.

Contact Center 82

Contact Center Interactive Voice Response Call Center Chatbots 82

NICE inContact

SEPTEMBER 17, 2019

By combining NICE inContact with SmartAction’s AI-powered virtual agent, DSW ultimately found the right human-machine balance without compromising an ounce of CX. Access this webinar: From Brick & Mortar to Digital Superhero: DSW’s Journey to AI-Powered Virtual Agents.

Customer Experience 55

Customer Experience Virtual Agent Average Handle Time Self service 55

aircall

NOVEMBER 4, 2016

This technology is often used in call centers, since they field a large volume of calls, and continually seek to enhance productivity. Computer telephony integration opens the door to a more flexible and scalable way of operating a call center. This is immensely helpful to call center agents and managers alike.

Customer Support 83

Customer Support Call Center Interactive Voice Response Automatic Callback 83

Liveops

DECEMBER 27, 2018

When it comes to running or working with a contact center in 2019, there is a lot leaders can learn from what experts had to say about the state of customer service in 2018. Which is why we know you’ll appreciate a round-up of highlights around call center news and information. Infographic] Meet your new call center talent.

Contact Center 81

Contact Center Customer Service Call Center Virtual Agent 81