REVE Chat Blog

DECEMBER 5, 2019

Some of the successful chatbot examples and case studies implemented by big brands show that customers are willing to interact with bots if done correctly. Hence following a right bot strategy and tailoring your chatbot to meet your use case plays an important role in overall customer experience. What’s the schedule of the event?

Chatbots 70

Chatbots Real estate Healthcare Banking 70

Fonolo

APRIL 2, 2019

One of our goals with the Fonolo blog is to expose our readers to a broad range of voices on a broad range of topics. Key quote: “The Contact Center is going to change more in the next five years than in the last 25.” See our related post: “ AI is Not Reducing Call Center Agent Employment.”. Read more on their blog post.

Contact Center 78

Contact Center Customer Service Call Center Enterprise 78

Fonolo

AUGUST 1, 2018

Google made a major announcement at their “Cloud Next” event with the launch of Contact Center AI. It was the second time this month that the contact center world was rocked by a Google announcement. Self-serve (in the form of text-based chatbots usually).

Contact Center 52

Contact Center Call Center Interactive Voice Response Chatbots 52

Avaya

NOVEMBER 2, 2017

At the recent Monage Conference , where Jeff Pulver invited me to speak, I talked about chatbots and shared how they can transform customer experiences for large enterprises. It was a perfect topic for the mix of customers and entrepreneurial chatbot developers in attendance. Chatbot technology is growing at such a rapid pace.

Chatbots 57

Chatbots Enterprise Customer Experience Contact Center 57

Aspect

DECEMBER 27, 2017

2016 saw an explosion of interest and investments in chatbots, as I wrote in my last annual recap. Much like in 2016, this year I’ve had countless conversations about chatbot needs with numerous customers, prospects, and partners around the globe, and it’s clear to me that as an industry we have made progress. Let’s have a look.

Chatbots 116

Chatbots Contact Center Interactive Voice Response Enterprise 116

RichCall

SEPTEMBER 13, 2017

With the rise of technology that allows better customer service, customers are becoming more demanding – that’s why to satisfy and retain them, you need to develop your contact center in accordance with the worldwide trends. Contact Center and CX Research and Reports. of companies. omnichannel. personalization.

Contact Center 64

Contact Center Technology Benchmark Chatbots 64

Anexa BPO

NOVEMBER 6, 2022

It’s hard to believe that it’s been 25 years since the first EXPO RC event was held. Over the years, EXPO RC has become one of the most highly regarded events in the customer service industry, attracting thousands of attendees from around the world. And this year’s event, which took place in Madrid, was no exception.

Journey mapping 52

Journey mapping Business Process Outsourcing Entertainment outsourcing 52

Creative Virtual

DECEMBER 7, 2021

Welcome to Creative Virtual’s annual year in review blog post for 2021! With travel and in-person events still restricted this year, we kept our focus on producing content that could be shared, read, and watched virtually over digital channels. By Mandy Reed, Global Head of Marketing.

Virtual Agent 52

Virtual Agent Chatbots Enterprise Education 52

bold360 Blog

MARCH 20, 2020

At the same time, they are having to address evolving customer expectations, digital transformation, multiple online channels, and emerging CX capabilities enabled by mobile apps, chatbots, social media messaging, and more. Brick-and-mortar stores and live events are offline channels. appeared first on Bold360 Blog.

Self service 72

Self service Chatbots Multichannel Contact Center 72

Creative Virtual

DECEMBER 10, 2020

This is the seventh time I’ve done this annual year in review blog post, but never have I had to review a year that was like 2020. I don’t need to tell you that not everything went as planned, but there were still some bright spots for us and the chatbot, virtual agent and live chat industry.

Virtual Agent 52

Virtual Agent Chatbots Technology Personalization 52

NICE inContact

JULY 5, 2019

I’ve just returned from Las Vegas where I attended my first visit ever to Customer Contact Week – it’s the world’s largest customer contact event, in its 20th year. This was a great opportunity to meet customer service leaders from all over the world and hear what they are up to “on the frontlines” in their contact centers.

Contact Center 55

Contact Center CRM Chatbots Customer Care 55

VocalCom

JANUARY 7, 2019

After all, you talk to customers on social media, have an amazing website, and let your chatbots handle all the simple tasks. In addition, some channels may need extra support during peak business times, such as holiday or sales event periods. Balance your use of chatbot and human support. Manage customer data carefully.

Customer Service 59

Customer Service Chatbots Contact center software Contact Center 59

VocalCom

MARCH 19, 2018

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.

Customer Service 90

Customer Service Contact center software Chatbots Entertainment 90

delighted

NOVEMBER 30, 2021

These questions can include: [CES] : The chatbot made it easy to get my questions answered. [CES] Improving touchpoint experiences with surveys. Reduced customer effort – i.e., less friction at customer touchpoints – is a key driver of customer retention. CES] : The website made it easy for me to compare options. .

Journey mapping 87

Journey mapping Advertising Surveys Feedback 87

JustCall

APRIL 3, 2023

That’s exactly what this blog can help you with. JustCall: A Quick Overview JustCall is a contact center software that empowers customer-facing teams to connect with customers via calls and text messages. It’s also easier for you to track your contacts’ progress. Wondering how Salesforce telephony integration works?

voip 52

voip CRM Call Logging Contact center software 52

VocalCom

JANUARY 1, 2018

Many of these platforms are powered by a mix of chatbots and human assistance, ensuring that customers are getting the most precise answers without losing a human touch. Customers might be sent interesting marketing offers or sales event information when they are in or near a store. Virtual reality. Geolocation.

Contact center software 89

Contact center software Chatbots Contact Center Personalization 89

Natalie Petouhof

AUGUST 15, 2022

Imagine that a customer signs into a website, unsuccessfully searches for something and then engages the chatbot. These systems should capture data from any and every customer touchpoint — website, digital channel, social platform, contact center or IoT device.

Customer Experience 52

Customer Experience Analytics Big data Surveys 52

Aspect

APRIL 18, 2018

Customers were showing a growing interest in messaging and there was a bit of a buzz in the industry about all the things you could do with chatbots on Facebook. So, we decided to build our own chatbot on Messenger using Aspect CXP that would represent all the capabilities Aspect can bring to automated interaction.

Chatbots 78

Chatbots Self service Technical Support Sales 78

VocalCom

APRIL 15, 2019

Channels such as Instagram and Snapchat are excellent for sharing visual brand content, such as images of new products or recent events. Visual content can also be used to share testimonials, information about partnerships with other brands or social causes, or current company events. Share brand stories. Engage customers in contests.

Contact center software 54

Contact center software Education Self service Chatbots 54

Creative Virtual

DECEMBER 13, 2018

It’s been another exciting year not only for Creative Virtual as a company, but also for the virtual agent, chatbot and live chat industry, with lots of new developments and innovation. We can’t mention recognitions without a special shout out to the Transport for NSW team and their chatbot RITA on having an exceptional year.

Virtual Agent 40

Virtual Agent Transportation Chatbots Multichannel 40

Creative Virtual

OCTOBER 13, 2020

Last week we celebrated Customer Service Week and CX Day, two annual events that place a spotlight on the importance of customer service and your overall customer experience as well as the people involved in supporting your customers. Let’s give the machines space to help, freedom to work” Rachel writes. Her conclusion?

Customer Service 59

Customer Service Virtual Agent Self service Chatbots 59

VocalCom

NOVEMBER 26, 2018

For example, long average handling times may indicate miscommunication among departments or insufficient use of contact center technologies such as CRM databases. Give them the training they need to master the technologies used in the contact center, and invite them to share feedback regarding their interactions with customers.

Customer effort 48

Customer effort Average Handle Time Contact center software Interactive Voice Response 48

Avaya

APRIL 3, 2017

He extends his vision that messaging is at the center of the digital transformation era. I wanted to explore some of the observations from the conference—especially those about contact center operators leveraging customer journey maps for serving customers effectively via chat, SMS and other messaging communiques.

Journey mapping 58

Journey mapping Chatbots Contact Center Airlines 58

SmartAction

OCTOBER 27, 2021

When it comes to conversing with artificial intelligence, we tend to mold our replies in a way that allows a voice bot or chatbot the ability to interpret what we mean while sacrificing the way we would typically speak. As humans in a modern world surrounded by technological advancements, we have our fair share of frustrations.

Self service 72

Self service Virtual Agent Chatbots Technology 72

VocalCom

DECEMBER 10, 2018

Sometimes, brands offer exceptional sales events with the promise of heavy discounts. This way, everyone can benefit from your sales event and feel that their money is going toward a purchase they actually want to make. The post 5 Ways to Make Customers Choose Your Brand appeared first on Vocalcom Blog.

Contact center software 54

Contact center software Telecommunications Contact Center Chatbots 54

VocalCom

OCTOBER 22, 2018

Not everyone remembers when a payment is due or when a sales event may begin. For example, retail brands may send information about holiday sales events and offer special services such as gift wrapping. By anticipating your customers’ needs, you can ensure that they never miss an important deadline or event.

Contact center software 48

Contact center software Airlines Interactive Voice Response Surveys 48

bold360 Blog

OCTOBER 21, 2019

Sometimes you know when downtime is coming, because you have to schedule it for events like infrastructure updates. Of course, a chatbot can help here, too. A chatbot is always ready to chat when your customers are. . But chatbots aren’t just for customers. Stench #3: Inconsistency. Stench #5: Foregoing AI.

Chatbots 40

Chatbots Benchmark Wait times Contact Center 40

bold360 Blog

OCTOBER 21, 2019

Sometimes you know when downtime is coming, because you have to schedule it for events like infrastructure updates. Of course, a chatbot can help here, too. A chatbot is always ready to chat when your customers are. . But chatbots aren’t just for customers. Stench #3: Inconsistency. Stench #5: Foregoing AI.

Chatbots 40

Chatbots Benchmark Wait times Contact Center 40

VocalCom

APRIL 23, 2018

For example, discuss these points at training sessions and company events, and invite employees to offer feedback on how these values may be addressed in different roles and departments. Do chatbots answer questions efficiently? The post 6 Steps for Building a Customer-Centric Brand appeared first on Vocalcom Blog.

Customer centricity 48

Customer centricity Contact center software Interactive Voice Response Chatbots 48

bold360 Blog

JANUARY 29, 2020

The last two weeks were big in the world of consumer electronics and retail with two important events landing within days of each other. In last week’s episode of CXNext Live, we talked a lot about employee engagement across the organization, whether in the contact center, behind a desk, or on the frontlines with customers.

Employee engagement 52

Employee engagement Technology Chatbots Personalization 52

Stratifyd

SEPTEMBER 4, 2019

Customers leave feedback about their experiences and overall satisfaction across countless channels, including surveys, social media, by calling contact centers, and interacting with chatbots or AI personalities. To learn more about the event and to register, click here. AI Assistants and Personalized CX.

Banking 40

Banking Chatbots Transportation Healthcare 40

Etech GS

MARCH 18, 2020

Sometimes a customer may call a contact center with a problem that requires an interdepartmental solution. To achieve this, they may task the engineers with improving the functions of applications that rely on artificial intelligence, such as data analytics and chatbots. Contact us today for more information.

Customer Experience 52

Customer Experience Engineering Morale Finance 52

Jon Arnold

JUNE 2, 2017

If you follow me, you'll know the whole month has been non-stop, but aside from all the travel to conferences and speaking spots, I managed to keep a pretty full slate of writing going - mostly for clients, but also for my own blogging.

Healthcare 40

Healthcare Chatbots Customer Care Enterprise 40

SmartAction

MARCH 7, 2023

Hundreds of thousands of voice and conversational transactions, or events, equates to millions upon millions of data points and bits of information. Since 2002, SmartAction has helped 100+ industry-leading brands streamline their contact centers and take their customer experience to the next level through AI voice, text, and chat.

Multichannel 82

Multichannel Virtual Agent Self service Accountability 82

BlueOcean

MARCH 26, 2018

This blog by Information Age is a great reminder of how artificial intelligence still hinges on human guidance. Chatbots are fielding the more transactional processes and can escalate more complicated challenges to live agents. The Rise of Artificial Intelligence in Business and Society. How does it all work?

Customer Service 67

Customer Service Chatbots Finance Healthcare 67

Aspect

OCTOBER 25, 2018

We recently held the first in a series of breakfast seminars outlining the current challenges being faced by customer contact teams. The event, held in the beautiful setting of Tower Bridge aimed to provide insights on how organisations can transform their contact centres to remain competitive in an increasingly difficult landscape.

Interactive Voice Response 48

Interactive Voice Response Chatbots Self service Enterprise 48

Enghouse Interactive

AUGUST 30, 2021

For example clearing for university places after A-level results are announced in August is the busiest time for higher education institutions, as we explain in this recent blog post. Some peaks in demand cannot be planned for, but many revolve around specific events that occur regularly, whether it is the Olympics or Christmas.

Customer Service 58

Customer Service Self service Cloud contact Chatbots 58