TechSee

JUNE 16, 2022

As companies embrace the digitization of customer support, the new standard is much more than a phone conversation with a call center representative or a visit from a field agent. With a career spanning over 20 years, Eric has an extensive amount of experience in Contact Center and 3rd party and onshore vendor management.

Customer Service 251

Customer Service Chief Customer Officer Contact Center Consulting 251

USAN

MAY 10, 2017

One bucket holds transactional (self-service) events. That third bucket—let’s call it the blended bucket—could soon be the biggest bucket as more and more companies adopt an omnichannel approach to customer service, and interactions commonly move from self to assisted service, and even back again.

Contact Center 40

Contact Center Self service Government contact center solutions 40

Creative Virtual

APRIL 7, 2020

In Part 1 of this series , I talked about the immense pressure organisations are under to deliver quality service and support over digital channels during this period of coronavirus-related quarantines, lockdowns and stay-at-home orders. Ready to get started on your Agent Assist project?

Self service 52

Self service Virtual Agent Chatbots Government 52

Natalie Petouhof

APRIL 7, 2016

Customer self-service is one of the key capabilities of any company that actually cares about their customers. Companies contemplating a self-service customer care solution to support digital customer experiences should consider the following five steps: 1. Tweet It’s just not true. As organizations make.

Self service 53

Self service Journey mapping Average Handle Time Government 53

NICE inContact

MAY 9, 2019

Michigan’s Department of Health and Human Services (DHHS), Integrated Services Delivery (IDS) is the state agency that manages the entire process for benefits administration — from application and qualification through delivery. Roles are switched, according to a schedule.

Interactive Voice Response 54

Interactive Voice Response Self service Contact Center Government 54

Fonolo

SEPTEMBER 11, 2018

We got a lot of feedback on last week’s blog , both in private and in public (see this thread on LinkedIn, for example). Contemplating the eventual fate of humans in the customer service process leads to some spicy conversations. looking at employment stats, call center seats sold, toll-free numbers issued, and so on).

Customer Service 89

Customer Service Banking Contact Center Call Center 89

Hodusoft

JUNE 14, 2023

Building strong rapport is one of the most crucial aspects of exceptional customer service. This blog post discusses some useful tips for businesses to build rapport with prospects and customers over the phone as well as how the right contact center software can help customer service agents.

Contact center software 52

Contact center software Contact Center CRM call center software 52

Aspect

OCTOBER 18, 2018

Today, more than 75 percent of Asia-Pacific customers regularly go online or try self-service channels as their first method of issue resolution. Today, we see a growing demand for virtual assistants, intelligent personal assistants, and chatbots that provide personalized self-service options to customers.

Multichannel 48

Multichannel Self service Chatbots Contact Center 48

bold360 Blog

MARCH 16, 2020

Furthermore, supply chains are being disrupted, physical stores are closing, and agents are unable to staff contact centers. This, unfortunately, will become more commonplace as closures will be the result of government intervention and companies wanting to protect their employees and customers.

Customer Experience 59

Customer Experience Front-line service Self service Contact Center 59

Fonolo

SEPTEMBER 11, 2018

We got a lot of feedback on last week’s blog , both in private and in public (see this thread on LinkedIn, for example). Contemplating the eventual fate of humans in the customer service process leads to some spicy conversations. looking at employment stats, call center seats sold, toll-free numbers issued, and so on).

Customer Service 52

Customer Service Banking Contact Center Call Center 52

Uniphore

OCTOBER 5, 2021

This is a contributed blog post by Dipu KV, President – Operations & Customer Experience at Bajaj Allianz General a recent guest on Uniphore’s Conversations that Matter podcast. We were able to ensure a seamless switch for our customers from contact centers to digital servicing without a glitch. came to the fore.

Contact Center 40

Contact Center Government Banking Self service 40

Aspect

MAY 6, 2019

Firstly, it’s essential that contact centres have the right tools in place to enable staff to be able to effectively cope with higher demand, while also maintaining a high level of service. To learn how our customer engagement and workforce optimisation technologies can help you to provide consistent service, click here.

Morale 54

Morale Self service Government Banking 54

Avaya

MAY 4, 2016

With happiness being a key focus in Dubai, government agencies are looking towards contributing to the goal of raising the quality of life of customers and ensuring public happiness. Using the latest services and solutions paves the way to guaranteed customer retention and loyalty.

Transportation 44

Transportation Interactive Voice Response Government Customer Care 44

Certified Languages International

FEBRUARY 22, 2021

Download: Leverage Your Language Service Provider to Enhance Customer Experience in the Contact Center. In a study by the International Customer Management Institute (ICMI), only 19% of contact centers provided multilingual support , and that support was limited to voice. Not exactly. That’s huge buying power.

Contact Center 52

Contact Center Government Healthcare Banking 52

Creative Virtual

DECEMBER 13, 2018

Liam Ryan was featured in CRMXchange’s Executive Interview series, sharing his thoughts on self-service technology and recent industry developments (read his full interview here ). We once again celebrated Customer Service Week (1-5 October) and CX Day (2 October) with a special series of posts on the Creative Virtual blog.

Virtual Agent 40

Virtual Agent Transportation Chatbots Multichannel 40

Vistio

JULY 11, 2022

And that’s one of the reasons I do a lot of stuff in the BPO space and the contact center systems, but also on the, as I just mentioned, the telecom infrastructure aspects of is really interesting because of my past. That’s so cool. Yeah, exactly. And so I like to stay on top of that. Would you agree with this?

Technology 52

Technology Self service Contact Center Analytics 52

SmartAction

JANUARY 16, 2020

It’s predicted that 50% of searches will be conducted through voice in 2020 (and 100% will be monitored by the Russian government). Second, the CX services wing beyond the AI technology itself has been curating talent. Conversational UX. There’s nothing easy about conversations with machines.

Virtual Agent 54

Virtual Agent Self service Government Healthcare 54

aircall

JANUARY 15, 2021

While IT departments don’t create the policies that define which employees can access certain types of data, IT staff implement a procedure for governing which employees can access networks and operating systems. Call center representatives can make calls directly over the internet without using a handset.

voip 62

voip Telecommunications Call Center call center software 62

Stratifyd

MARCH 6, 2019

Our platform harnesses the power of AI and bridges the gap between data and self-service analytics. It’s a common belief that people’s personalities and actions are governed by one side of the brain over the other. With Stratifyd, everyone wins. Preferred Data Visualization.

Analytics 55

Analytics Government Feedback Self service 55

NICE inContact

MAY 10, 2019

When Swedish Rail contacted WebHelp in its search for a contact centre partner to help the business transform its customer service, WebHelp knew that the NICE inContact CXone platform would provide the solutions to put Swedish Rail’s previously voice-centred customer service back on the right track.

Customer Experience 10

Customer Experience Airlines Self service Government 10

AWS Machine Learning

NOVEMBER 22, 2023

In this session, learn how to build your first generative AI application with key services such as Amazon Bedrock. This chalk talk provides an introduction to best practices for risk assessment related to fairness, robustness, explainability, privacy and security, transparency, and governance. Reserve your seat now!

Engineering 108

Engineering Best practices APIs Government 108

Comm100

FEBRUARY 5, 2018

The term ‘customer engagement software’ alone encompasses a wide variety of services, which results in pages that lump together very different types of solutions. This blog post aims to demystify customer engagement software by identifying the kinds of engagement tools that are out there, and what these tools are good for. PR Software.

CRM 48

CRM Marketing Multichannel Self service 48

Comm100

FEBRUARY 6, 2018

This blog post will cover several of the top, most sought-out customer engagement tools on the market. This CRM solution offers customer service and social media integrations, knowledge management for digital self-service, conversational bots and more. WordPress blogs. The question is a loaded one.

CRM 41

CRM Enterprise SaaS Marketing 41