Uniphore

JULY 21, 2021

Gartner’s newest customer service report “Delivering Relevant Content and Knowledge to Customers Is Key to Great Customer Service” focuses on just these dilemmas. According to Gartner, customer service leaders should focus on these seven knowledge management best practices for improved customer service.

Best practices 52

Best practices Customer Service Management Contact Center 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

SmartAction

JUNE 9, 2023

Some notable examples include: Chatbots : Chatbots are AI-powered virtual agents, built in-house or by third-party vendors , that engage in text-based conversations with users. Chatbots and virtual agents may provide irrelevant or inaccurate responses.

Virtual Agent 72

Virtual Agent Chatbots Self service Feedback 72

JustCall

MARCH 9, 2023

Using call center software, you can drive efficiency into call center functions like call routing, queueing, IVR, and much more. This makes it the best contact center software for SMBs. Many enterprises are choosing cloud-based contact center software to become more agile, resilient, and scalable for the long term.

Contact center software 52

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

Solvvy

OCTOBER 12, 2022

24/7 service: Unlike employees, chatbots are available around the clock every day, all year long. When you deploy a chatbot, you can offer customer service after regular business hours – anytime that’s convenient for your customers. . Moreover, a study by SOTI found that 73% of customers prefer self-service. .

Chatbots 94

Chatbots Customer Support Interactive Voice Response Self service 94

DMG Consulting

NOVEMBER 14, 2020

An essential element in achieving this goal is to make it easy for customers to conduct business by allowing them to interact in their preferred channels, which are increasingly digital. Consumers have been showing a preference for using self-service for a number of years,” said Donna Fluss, President of DMG Consulting.

Consulting 62

Consulting Consulting Marketing Customer Service 62

Creative Virtual

MARCH 25, 2019

Creative Virtual Founder & CEO, Chris Ezekiel will be presenting a seminar on Thursday at 14:00 in Theatre 16 , ‘Top Tips for Implementing Chatbots and Virtual Agents in 2019’. Drawing on demos of live implementations, he’ll cover everything from building your business case to setting your solution up for long-term success.

Customer Experience 40

Customer Experience Virtual Agent Chatbots Interactive Voice Response 40

DMG Consulting

MARCH 31, 2019

DMG’s twelfth annual report on workforce management (WFM) delivers an incisive and comprehensive analysis of the vendors, products, pricing and best practices for this IT sector. Flex scheduling, agent self-service and adaptive real-time scheduling are the new standard of WFM.

Consulting 48

Consulting Consulting Marketing Management 48

Verint

MAY 1, 2018

Ian Beaver and Cynthia Freeman, product experts from Next IT-Verint, will present “From Here to ‘Her’: Evolving Chatbot Interactions to Meet the Relational Needs of Humans” at 4:50 p.m. A study published in 2017 investigated the presence and effects of relational language on intelligent virtual agents (IVAs). ET on May 2.

Chatbots 22

Chatbots Interactive Voice Response Self service Best practices 22

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 47

Virtual Agent Average Handle Time Contact Center outsourcing 47

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. Gartner predicts that customers soon will prefer using speech-driven interfaces to other forms of self-service when given a choice. Automate in Voice First for the Greatest ROI.

Self service 43

Self service Virtual Agent Contact Center Best practices 43

NICE inContact

MAY 21, 2019

In a way, self-service in the contact centre is kind of like a buffet: You need a strategy, or you might overeat or miss all the best dishes. It seems like self-service options are everywhere these days. And I know I am not the only fan of faster self-service. What’s your strategy? Many Options.

Self service 54

Self service Interactive Voice Response Virtual Agent Benchmark 54

OctopusTech

JUNE 8, 2022

With contact center automation, different systems can be easily integrated into a single tool and you can monitor all the customer service data in a single system. For example – customers can check their account balance using automation software that converts interactive voice response (IVR) to automated speech recognition (ASR).

Call Center 62

Call Center Interactive Voice Response First call resolution Chatbots 62

OctopusTech

AUGUST 10, 2022

Various call center technology trends such as Artificial intelligence, virtual agents, and cloud communications are all part of the future of call centers. From the feedback of the scorecard, an advanced call center can identify current trends, best practices, areas that need improvement, and methods to increase customer satisfaction.

Call Center 62

Call Center Technology Journey mapping Interactive Voice Response 62

REVE Chat Blog

NOVEMBER 6, 2019

The ability to identify trends in customer data will also enable call center executives to strategize best practices and predict the outcomes or the consequences of a particular course of action. Automate your call center support with self service tools. virtual agents. AI enabled IVR and voice bots.

Contact Center 82

Contact Center Interactive Voice Response Call Center Chatbots 82

Creative Virtual

JULY 18, 2019

Conversational AI is increasingly an important piece of these initiatives with chatbots and virtual agents becoming essential tools for providing 24/7 self-service to digital customers. Chatbots are more than customer self-service tools. Be realistic but plan for the future.

Interactive Voice Response 40

Interactive Voice Response Chatbots Virtual Agent Self service 40

JustCall

JANUARY 18, 2023

Provide choices for self-assistance. If you can offer your customers (callers) the option of self-service, it will help them to solve their issues without the help of an agent. For instance, issues like knowing the status of their shipments or their purchase can be done without the help of a call center agent.

outsourcing 52

outsourcing Scripts Call Center Interactive Voice Response 52

Calabrio

JANUARY 6, 2016

It’s a relatively new model, equipped with sophisticated sensors that automatically alert the manufacturer if the appliance needs service. A virtual agent initiates a service call by accessing your Outlook or iCal calendar to set up an appointment. Prediction #3: Self-service is the key to success.

Contact Center 53

Contact Center Analytics Self service Wireless 53

aircall

NOVEMBER 4, 2016

Your agents’ only tool is their desktop computer, and even that isn’t written in stone. For instance, a VOIP business phone system matches a session to every agent, so they can work from different computers, even remotely or from home. Follow an agent’s performance during a call. Ask for training. Be present during the change.

Customer Support 83

Customer Support Call Center Interactive Voice Response Automatic Callback 83

aircall

NOVEMBER 4, 2016

Your agents’ only tool is their desktop computer, and even that isn’t written in stone. For instance, a VOIP business phone system matches a session to every agent, so they can work from different computers, even remotely or from home. Follow an agent’s performance during a call. Ask for training. Be present during the change.

Customer Support 54

Customer Support Interactive Voice Response Call Center Automatic Callback 54