Aspect

MAY 15, 2018

Looking specifically at the contact center industry, we have seen a recent flurry of activity around chatbots, intelligent IVRs and virtual agents. At Aspect, we call this new application of Artificial Intelligence “Workforce AI”, and it portends radical change in the way contact centers will operate.

Contact Center 68

Contact Center contact center workforce Airlines Virtual Agent 68

bold360 Blog

AUGUST 31, 2020

Customers increasingly prefer using self-service tools: CEB (now Gartner) reports that 81% of consumers try to self-serve before calling a contact center. CSS Tools Go Beyond the Chatbot. Similar to conversational chatbots, dynamic search bars leverage NLP technology to understand the customer’s unstructured search terms.

Self service 52

Self service Chatbots Agent Empowerment Morale 52

Aspect

JULY 15, 2019

Portanto, não é de se surpr eender que os funcionários do contact center, assim como o rest ante da raça humana, gostariam de facilitar suas vidas. Infelizmente, o ambiente do contact center tem algumas limitações a mais. E funcionários felizes são vitais para um contact center eficaz. .

Morale 64

Morale Contact Center Gamification Chatbots 64

teleopti

APRIL 30, 2019

Think about infusing AI into the employee experience – consider deploying artificial intelligence methods such as Chatbots to enhance internal communication and employee morale. The post Evolving employee engagement with Workforce Management (WFM) appeared first on Teleopti Blog. Make your company a great place to work.

Employee engagement 80

Employee engagement Management Strategic Value Self service 80

Mindtouch

FEBRUARY 6, 2018

Despite the proliferation of new support channels and technology, agent turnover remains the number one problem for contact centers. It’s not a problem to be ignored: agent burnout can diminish call center morale and negatively impact customer support KPIs like CSAT and NPS. Use Chatbots.

Agent burnout 54

Agent burnout Self service Call Center Morale 54

bold360 Blog

JANUARY 7, 2020

We also know that 81% of customers try to self-serve before calling a contact center. So not only are they comfortable with technology, but they’re actually attempting to use it before contacting a human. At organizations that use AI chatbots, 68% of service professionals say their teams have seen reduced call and email volume.

Self service 40

Self service Chatbots Morale Contact Center 40

Etech GS

MARCH 18, 2020

Lower employee morale and trust. 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.

Customer Experience 52

Customer Experience Engineering Morale Finance 52

Playvox

MARCH 27, 2023

Operating a successful contact center demands attention to a wide range of factors, from investing in your agents’ well-being and training to implementing the right tools and technology. Training programs should be designed to meet the specific needs of the contact center and its agents.

Contact Center 84

Contact Center Gamification Coaching Quality management 84

Balto

NOVEMBER 2, 2023

Modern enterprise contact center solutions utilize Artificial Intelligence (AI) and Machine Learning (ML) to identify customer pain points, the causes of low scores, and why your customers aren’t satisfied with their experience with your company. A contact center is considered successful if it’s customer-centric.

contact center solutions 52

contact center solutions Enterprise Contact Center Agent burnout 52

Comm100

FEBRUARY 20, 2018

It’s hard to remember a time when Chatbots weren’t a hot (albeit, polarizing) topic in the customer service and tech industries. From customized Chatbots on major brand websites to Siri and Alexa in our own homes, it seems like Chatbots have entered the discussion (and our lives) for good. Why Chatbots?

Chatbots 50

Chatbots Contact Center Benchmark Chief Customer Officer 50

Aspect

JANUARY 21, 2019

So, it’s not surprising that contact center employees, like the rest of the human race, would like to be able to make their lives easier. Unfortunately, the contact center environment has a few more limitations. And happy employees are vital to an effective contact center.

contact center workforce 75

contact center workforce Morale Contact center software Contact Center 75

OctopusTech

AUGUST 10, 2022

Call center outsourcing companies are opting for upgraded technologies that come under the latest call center technology trends. Let’s have an in-depth look at the meaning of call center technology and the most important and exciting trends that are used in 2022. What is call center technology?

Call Center 62

Call Center Technology Journey mapping Interactive Voice Response 62

Eckoh

OCTOBER 30, 2019

Are your contact center agents getting swamped with repetitive low-value questions — preventing callers with bigger issues from getting through? Over the coming weeks, we're publishing a series of blogs linked to our guide on the Top 5 Customer Service Challenges facing contact centers. What's the answer?

Chatbots 40

Chatbots Contact Center Morale Interactive Voice Response 40

Netomi

JANUARY 5, 2022

So much so, we built the best chatbot and AI tool to help automate the low touch, mundane tasks support teams are inundated with. He’s the author of Be Your Customer’s Hero, the founder of the popular Customers That Stick® blog, and the co-host of the Crack the Customer Code podcast.

Customer Experience 98

Customer Experience Customer Service Consulting Consulting 98

OctopusTech

JUNE 8, 2022

Call center automatio n is a process that involves the performance of repetitive tasks with the help of software or technologies by eliminating human interference in various business processes. Role of AI in call centers. Call centers generally rely on ticket resolution to utilize the human resource most efficiently.

Call Center 62

Call Center Interactive Voice Response First call resolution Chatbots 62

Comm100

JUNE 13, 2018

During the holiday season, many contact centers experience high call volumes. Another self-service tool to consider for the holiday season is chatbots. Chatbots are automation systems that can act as evolved self-service portals or advanced knowledge bases on e-commerce websites.

Self service 52

Self service Chatbots Advertising Sales 52