Best practices Customer Care Technology Virtual Agent 
Creative Virtual
MARCH 27, 2020
With physical offices and locations closed, many are struggling with the influx of customer questions to their contact centres – an issue that may be compounded by the sudden need to support agents working from home. Organisations with an existing self-service solution have a definite advantage.
Creative Virtual
APRIL 2, 2020
Advancements over the past several years in conversational AI technologies, including chatbots and virtual agents, have made them a go-to solution for providing cost-effective and easy-to-use support on digital channels. There are lots of published statistics and success stories that prove the business value of this technology.
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Interactions
MAY 14, 2020
One interesting shift from pre-pandemic to the new normal will certainly be people’s comfort with using technology in their personal and business lives. Combined with the increase of call volume, it means long wait times for customers and a negative customer experience. . Everyone is talking about The New Normal.
DMG Consulting
APRIL 15, 2020
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. Our mission is to help our clients build world-class contact center and back-office environments by leveraging technology, process and people.
DMG Consulting
NOVEMBER 14, 2020
It presents information about how these solutions are being used, their benefits, as well as best practices to help companies realize the greatest return from their investments. Our mission is to help our clients build world-class contact center and back-office environments by leveraging technology, process and people.
bold360 Blog
SEPTEMBER 15, 2020
AI-powered chatbots seamlessly escalate customer interactions to live chat whenever an issue is too complex for the chatbot to handle. All context from the chatbot interaction gets passed on to the (live chat) agent, bringing her up to speed immediately. improvement in agent performance, and a 2.6x
DMG Consulting
DECEMBER 7, 2020
It looks to the future and provides best practices for post-pandemic disaster recovery/business continuity (DR/BC) planning, as well as for the management of work-at-home agents. Our mission is to help our clients build world-class contact center and back-office environments by leveraging technology, process and people.
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