JustCall

MARCH 9, 2023

This is how important customer experience is, especially in the context of contact centers. 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.

Contact center software 52

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

3CLogic

FEBRUARY 7, 2024

Creating a seamless and customer-centric contact center that ensures you’re staying ahead of the competition requires a comprehensive digital transformation strategy. If your contact center isn’t embedded within your CRM or service management platform — such as ServiceNow or SAP — it’s time to raise an eyebrow.

Contact Center 59

Contact Center Cloud contact CRM Self service 59

SmartAction

SEPTEMBER 25, 2018

The following is an excerpt from Frost & Sullivan’s white paper, “The AI-Powered Virtual Agent: Actionable Strategies for Contact Center Leaders.”. Read the full paper to find out how leading companies are using cloud-based virtual agents to automate more in their contact centers.

Virtual Agent 40

Virtual Agent Interactive Voice Response Contact Center Self service 40

SmartAction

APRIL 24, 2019

This is the second of a five-part blog series that outlines the Five Best Practices for AI Self-Service Without Compromise. Delivery over the cloud has made integration with existing contact center systems easier and more seamless, as well. Best Practice #2: Virtual agents need “guardrails”.

Virtual Agent 46

Virtual Agent Self service Best practices Chatbots 46

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.

Virtual Agent 47

Virtual Agent Average Handle Time Contact Center outsourcing 47

Uniphore

JULY 21, 2021

Why are so many knowledge bases inefficient to use when contact centers invest so much money in them? According to Gartner, customer service leaders should focus on these seven knowledge management best practices for improved customer service. Ensuring customers can find your online self service tools is essential.

Best practices 52

Best practices Customer Service Management Contact Center 52

Balto

JUNE 20, 2023

And if you’re still relying on a traditional contact center model with long wait times, scripted interactions, and frustrated customers, your business is destined to lose a lot of customers, and concurrently, money. Modern contact centers can use conversational AI to meet customer demands. What is Conversational AI ?

Contact Center 52

Contact Center Chatbots Complaint resolution Wait times 52

DMG Consulting

AUGUST 17, 2017

These 8 Technologies Are Transforming the Contact Center. Contact Centers are some of the most technically sophisticated operations in the enterprise, putting to use more than 45 systems and applications. Cloud-based contact center infrastructure (ACDs and dialers). August 2017. By Donna Fluss. Self-service.

Contact Center 69

Contact Center Technology Big data Gamification 69

Creative Virtual

OCTOBER 4, 2018

Contact centers around the world are celebrating Customer Service Week this week, recognizing their agents who deliver service and support to customers all year long. But many of those contact centers are missing an important team member. By Mandy Reed, Marketing Manager (Global). They are missing a chatbot.

Chatbots 56

Chatbots Contact Center Virtual Agent Coaching 56

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. Why agents are embracing the change. Why Computer Vision AI is central to call center automation.

Call Center 124

Call Center Virtual Agent Self service Contact Center 124

TechSee

SEPTEMBER 21, 2023

This allows Sophie AI’s applications to naturally and organically assist agents, engineers, and customers in their context, using your best practices and operating procedures to guide them to full resolution. Agents or engineers can chat with the AI Assistant, asking for clear guidance for this particular model.

Engineering 109

Engineering Enterprise Chatbots Self service 109

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. Redefining Contact Center Agents’ Careers. How Call Centers Leverage Collaborative AI.

Virtual Agent 109

Virtual Agent Self service Contact Center Call Center 109

DMG Consulting

DECEMBER 7, 2020

DMG Consulting Releases 2020 – 2021 Cloud-Based Contact Center Infrastructure Product and Market Report. Who: DMG Consulting LLC, a leading provider of contact center, back-office and real-time analytics market research and consulting services. 2020 – 2021 Cloud-Based Contact Center Infrastructure Market Report.

Consulting 62

Consulting Consulting Contact Center Marketing 62

DMG Consulting

FEBRUARY 14, 2022

DMG Consulting Releases New Report on The State of Artificial Intelligence in Contact Centers. Who: DMG Consulting LLC, a leading provider of contact center and back-office market research and consulting services. What: Releases a Special Report on The State of Artificial Intelligence in Contact Centers .

Consulting 48

Consulting Consulting Contact Center Virtual Agent 48

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. Blog Article] How to Assess Contact Center Success.

Contact Center 81

Contact Center Customer Service Call Center Virtual Agent 81

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

DMG Consulting

FEBRUARY 11, 2021

DMG Consulting Releases New Report on Contact Centers in a Post-Pandemic World: A Strategic and Tactical Guide to the Future. Who: DMG Consulting LLC, a leading provider of contact center and back-office market research and consulting services. A roadmap for the future of contact centers has emerged. “We

Consulting 48

Consulting Consulting Contact Center Virtual Agent 48

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

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

SmartAction

APRIL 15, 2019

Delivery over the cloud has made integration with existing contact center systems easier and more seamless, as well. This combination has led to the growing adoption of AI-powered virtual agents to automate conversations traditionally handled by live agents. Automate More with Virtual Agents.

Self service 57

Self service Virtual Agent Interactive Voice Response Best practices 57

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. Blog Article] How to Assess Contact Center Success.

Contact Center 48

Contact Center Customer Service Call Center Virtual Agent 48

SmartAction

JUNE 9, 2023

Let’s explore this growing technology by understanding what it truly is, reviewing some examples of its applications, diving into its inner workings, and highlighting the associated benefits and challenges businesses and contact centers should consider. Chatbots and virtual agents may provide irrelevant or inaccurate responses.

Virtual Agent 72

Virtual Agent Chatbots Self service Feedback 72

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

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. Delivery over the cloud has made integration with existing contact center systems easier and more seamless, as well. Best Practice #3: AI Without Data is Like a Race Car Without Fuel.

Self service 44

Self service Virtual Agent Best practices Contact Center 44

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. Delivery over the cloud has made integration with existing contact center systems easier and more seamless, as well. Best Practice #3: AI Without Data is Like a Race Car Without Fuel.

Self service 40

Self service Virtual Agent Best practices Contact Center 40

Talkdesk

OCTOBER 8, 2020

This is where your contact center strategy plays a crucial role. So which best practices should banks embrace in their pursuit of seamless client experiences (CX) in the age of digital banking? However, face-to-face banking is still a vital component of banking and one that must be preserved. Embrace the cloud.

Banking 119

Banking Chatbots Virtual Agent Contact Center 119

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. Delivery over the cloud has made integration with existing contact center systems easier and more seamless, as well. Best Practice #4: Avoid siloed channels with a unified, omnichannel CX platform.

Self service 43

Self service Virtual Agent Contact Center Best practices 43

DMG Consulting

MARCH 1, 2020

It’s time for businesses to prepare for this future, and the way to get there is by replacing their old and outdated IVRs with newer intelligent virtual agent (IVA) solutions. The Business Opportunity. Digital Transformation Benefits.

Self service 87

Self service Interactive Voice Response Enterprise Virtual Agent 87

DMG Consulting

MARCH 31, 2022

Executives have known this for years and have started to make investments in their service organizations and contact centers to improve the CX, particularly if the investment has a quantifiable payback. Artificial intelligence (AI)-enabled omnichannel intelligent virtual agents (IVAs) are the future of self-service.

Self service 54

Self service Interactive Voice Response Virtual Agent Government 54

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

DMG Consulting

NOVEMBER 14, 2020

Who: DMG Consulting LLC, a leading provider of contact center, back-office and real-time analytics market research and consulting services. Although voice-based support is likely here to stay, it is becoming the contact method of last resort, though still preferred for highly emotional or time-sensitive issues.

Consulting 62

Consulting Consulting Marketing Customer Service 62

DMG Consulting

JANUARY 3, 2020

Best Practices for Employee Buy-In. Here are a few best practices to help companies with the challenge of reassuring their employees. I’m frequently pleasantly surprised by the talent and skills of contact center agents, many of whom took the job to get their foot in the door after college or returning to work.

Best practices 59

Best practices Virtual Agent Morale Contact Center 59

Interactions

MAY 14, 2020

Contact Center Challenges. The pandemic has caused an interesting conflict within contact centers. Many businesses will also find that increased self-service offers a medley of benefits beyond just better customer experience, including decreased operating expenses and increased agent performance. .

Virtual Agent 71

Virtual Agent Self service Contact Center Healthcare 71

DMG Consulting

APRIL 15, 2020

Who: DMG Consulting LLC, a leading provider of contact center, back-office and real-time analytics market research and consulting services. DMG’s 13 th annual report on the contact center workforce management (WFM) sector delivers a comprehensive analysis of the vendors, products, pricing and best practices for this IT sector.

Consulting 62

Consulting Consulting Marketing Management 62

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