VocalCom

JULY 2, 2020

In a study by Harvard , 72% of respondents said frontline customer service teams experienced a higher productivity when directly empowered with data-driven analysis and decision-making. Agents will therefore need to develop new and more sophisticated skillsets and the profession will evolve to include resources with education and skills.

Contact Center 62

Contact Center Self service Chatbots Virtual Agent 62

Calabrio

JANUARY 6, 2016

A virtual agent initiates a service call by accessing your Outlook or iCal calendar to set up an appointment. Ideally, contact centers will know enough about who is calling (or emailing or texting) and why the customer is reaching out so they can automatically direct the customer to the right person right away.

Contact Center 53

Contact Center Analytics Self service Wireless 53

Comm100

FEBRUARY 16, 2018

Facebook is making a big change: they are changing their algorithm to share more personal content rather than posts from businesses or news outlets. Even Walmart are is exploring how to integrate virtual reality into its shopping experiences, causing further interweaving of the real and the virtual. Lots of ’em.

Customer Service 40

Customer Service Chatbots Journey mapping Multichannel 40