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Recapping the 2017 ICMI Contact Center Conference

Customer Service Life

Ruth McCullen and Jeremy Watkin had the pleasure of having Virginia from Kingman Ink draw as we helped contact center leaders tell better stories. This article was originally published on the FCR blog on June 9, 2017. I had a fantastic time at the 2017 Contact Center Expo and Conference in Orlando, Florida.

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A Contact Center Expert’s Guide to Improving CX in 2019

VHT

Contact center managers face the constant challenge of serving customers efficiently while maximizing their convenience and making the experience enjoyable. People love using chatbots for simple tasks. As every contact center expert knows, it takes more than one technology or one department to create an outstanding CX.

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AI Customer Service: Today’s Most Transformative Technologies

TechSee

Customer-facing AI technologies are especially relevant to assisting in customer identification, call classification/routing, chatbots and predictive personalization. This is likely one reason why Oracle found that 80% of sales and marketing leaders say they currently use or plan to deploy chatbots in the near future. Biometrics.

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6 Key Trends Shaping Social Customer Service

VocalCom

Offer customers insight into your brand events and inform them in an entertaining way by creating meaningful, real-time video content. Chatbots are changing the way customers interact with businesses. Use chatbots to answer simple customer questions, such as those that might be addressed in a list of frequently asked questions.

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Celebrating 25 Years of EXPO RC

Anexa BPO

The theme of this year’s EXPO RC was “Innovation and Digital Transformation,” and the event featured a wide range of workshops, seminars, and panel discussions on topics such as artificial intelligence, chatbots, and customer experience management.

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How AI Drives Targeted Customer Engagement

VocalCom

From retail to finance to entertainment, the technology can be used to target key customers with great accuracy—suggesting the right products and services to exactly the right people at optimal times. Chatbots may answer simple questions and help the customer understand the different products available before making a decision.

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AI: 4 Key Benefits for the Customer Experience

VocalCom

When you think of how artificial intelligence is being used in customer service these days, chatbots may come to mind. Indeed, chatbots have redefined the way in which customers interact with brands, helping consumers find answers more quickly and make purchases more seamlessly.