SmartAction

OCTOBER 23, 2020

Director of Customer Care Strategy and Pauline Aponte, WFM. What is unique in this conversation today is that Choice Hotels is by no means a late cycle adopter to conversational AI technology. The call is then transferred to our agent along with all the information gathered so they can do the actual booking.

Virtual Agent 84

Virtual Agent Self service Upselling Big data 84

VocalCom

JULY 2, 2020

The merit of new technologies is not that it replaces employees but empowers them with tools to make them more productive, more creative, more comfortable – and, paradoxically, more empathetic. In other words, technology can make us more “human”. However, this does not mean that agents will totally disappear from contact centers.

Contact Center 62

Contact Center Self service Chatbots Virtual Agent 62

DMG Consulting

MARCH 9, 2020

DMG’s 16 th annual report on this fundamental contact center sector examines the servicing, business and management mega trends that are driving transformational changes in the contact center, the workforce and the technology that supports them. Companies are striving to understand and satisfy their customers’ demands.

Consulting 48

Consulting Consulting Marketing Contact Center 48

Comm100

FEBRUARY 16, 2018

Activate, a strategy and technology consulting firm, predicted that by 2018 there would be 3.6 Tema Frank, Customer Experience Expert and author of PeopleShock: The Path to Profits When Customers Rule, predicts that 2018 will see more of these breaches. There will be more big data security breaches,” she writes.

Customer Service 40

Customer Service Chatbots Journey mapping Multichannel 40