SmartAction

JUNE 9, 2023

Expectations from customers to be available 24/7 on a variety of channels from voice to social media have driven communication with businesses to evolve beyond traditional interactions. Conversational AI has emerged as the bridge, enabling human-like conversations to help drive and solve customer queries.

Virtual Agent 74

Virtual Agent Chatbots Self service Feedback 74

SmartAction

OCTOBER 19, 2022

However, in recent years their use has declined as businesses have learned how difficult it is to properly maintain a chatbot that actually helps customers to accomplish their goals. The first day of deployment is the best day of the chatbot’s “life.” Why is it So Hard to Implement and Maintain a Chatbot?

Chatbots 52

Chatbots Virtual Agent Interactive Voice Response Self service 52

ChurnZero

JANUARY 25, 2024

How will customer success jobs, and the skills they require, evolve in 2024? With technology advancing and customer expectations rising, customer success has become an essential force driving business growth and customer loyalty within the SaaS industry.

Education 52

Education Upselling Consulting Consulting 52

Avaya

SEPTEMBER 19, 2018

Sheila McGee-Smith is a leading communications industry analyst and strategic consultant with a proven track record in new product development, competitive assessment, market research, and sales strategies for customer care solutions and services. More online activity—improved customer access to digital interaction channels.

Customer Care 94

Customer Care Government Contact Center Healthcare 94

CSM Magazine

JANUARY 25, 2022

Running a contact centre today is a tricky business but it doesn’t have to be – with the right mindset and a human approach it pays to keep it simple. A new survey by McKinsey & Company reveals that during the pandemic, consumers moved towards online channels. It’s a common enough mistake but what about the customer?

Average Handle Time 52

Average Handle Time Analytics Technology Metrics 52

SmartAction

MAY 12, 2021

Whether it’s using the self-checkout station or resetting your password, one thing is certain — customers love self-service. Either way, the demand for customer self-service options has been trending upwards in recent years and skyrocketed exponentially last year, largely in part due to COVID.

Self service 80

Self service Virtual Agent Technology 80

Fonolo

JANUARY 31, 2018

It’s going to be a big year in the world of contact center and in customer service technology. Will Avaya soar upwards, freshly unburdened from its decade of debt? Will this be the year that messaging platforms from Facebook, Apple and others reach critical mass as a channel for customer service?

Contact Center 141

Contact Center Chatbots Finance Healthcare 141

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. Founder & CEO, Chris Ezekiel shared his pride in ‘building a successful, world-leading company over a sustained period of time with an amazing group of people’ in our first blog post of the year.

Virtual Agent 52

Virtual Agent Chatbots Technology Personalization 52

Call Experts

DECEMBER 18, 2019

Automated phone lines are a powerful resource for interactions with your customers. AI-powered solutions offer cost savings, call efficiency, and real-time reporting. With optimized tools, you can create optimized protocols and systems with the intention of your customers moving with ease to find answers. Data matters.

Interactive Voice Response 81

Interactive Voice Response Journey mapping Contact Center Call Center 81

Creative Virtual

JUNE 7, 2022

Some of you may remember the days when companies wanting to implement customer support on their website believed they had to make a decision: either a virtual agent or live chat; either automated self-service or human-assisted web chat. By Mandy Reed, Global Head of Marketing. Virtual agents.

Virtual Agent 52

Virtual Agent Self service Chatbots Metrics 52

Creative Virtual

JUNE 10, 2020

Chatbots, smart help, virtual assistants, virtual agents, conversational AI – there are lots of names for this automated, self-service technology being used today. Regardless of what you call it, the objective for including it as part of your customer service strategy is to deliver quick, easy access to information.

Virtual Agent 52

Virtual Agent Chatbots Telecommunications Self service 52

Fonolo

JANUARY 9, 2019

Major product launches, intriguing acquisitions, new entrants, re-emerging giants. Added to the mix were the frustrating dalliance with AI, the quasi-melding with CRM, the embrace of chatbots, and the rise of RPA. ” But we’re running away from voice when it comes to person-to-person: “No wants to make phone calls!”

Contact Center 70

Contact Center Gamification voip Chatbots 70

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. The title of last week’s post was “AI is Not Reducing Call Center Agent Employment”.

Customer Service 89

Customer Service Banking Contact Center Call Center 89

NobelBiz

MAY 2, 2023

Welcome to this insightful blog post, where we discuss building a successful outbound lead generation strategy for contact centers. Many of the unique webinar’s talking points are expanded here in this article. The industry has matured, and people know what they’re getting themselves into, and they demand a higher standard.

Contact Center 52

Contact Center Average Handle Time Call Center CRM 52

OctopusTech

MAY 25, 2021

It’s a fact that for B2B software industries securing a new client can be a difficult as well as a hectic task. Closing a deal needs marketing involvement, service demos, multiple calls through Customer Support Outsourcing , and approvals from multiple stakeholders in the companies that Outsource to India to go on and sign the contract.

B2B 62

B2B outsourcing Customer Support Accountability 62

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. So, as per our annual tradition, let’s take a look at some of the highlights from the past 12 months. You can read our full article here.

Virtual Agent 40

Virtual Agent Transportation Chatbots Multichannel 40

bold360 Blog

JUNE 19, 2019

In recent years, AI-powered chatbots have become an essential part of many business’s customer service operations. Gartner predicts that chatbots will power 85% of all customer service interactions by the year 2020. The benefits of AI chatbots for post-sale support are awesome. That’s next year!)

Chatbots 45

Chatbots Metrics Advertising Sales 45

Creative Virtual

DECEMBER 6, 2018

There’s such a buzz around artificial intelligence (AI) and chatbots today, and it’s certainly a space that has changed a lot since I founded Creative Virtual 15 years ago. The good news for organisations is that machines, combined with humans, can help them deliver on all these expectations.

Customer Experience 40

Customer Experience Virtual Agent Chatbots Best practices 40

CSM Magazine

JUNE 12, 2023

In today’s digital age, contact centers play a critical role in customer support, sales, and overall communication between businesses and their clientele. Some common types of fraud in contact centers are: Impersonation : Criminals pretending to be customers or employees can manipulate employees into revealing sensitive information.

Contact Center 52

Contact Center Engineering Education Banking 52

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. The title of last week’s post was “AI is Not Reducing Call Center Agent Employment”.

Customer Service 52

Customer Service Banking Contact Center Call Center 52

Monet Software

OCTOBER 22, 2018

Commitment to Customer Experience Tops Priority List. We’re back from a very busy week in San Francisco, where once again Dreamforce put on a show that few will forget in the weeks and months to come. Amidst more than 2,500 sessions and with 350 companies in attendance, what was the biggest message to emerge from this year’s event?

contact center solutions 48

contact center solutions Contact Center Quality management Feedback 48

Enghouse Interactive

FEBRUARY 5, 2021

It has fundamentally changed how we work, especially in the customer service industry. And while current lockdowns mean most contact centres remain closed, with staff working from home, now is the time to focus on the future and build the right working environment for the post-lockdown world. The rise of hybrid.

Self service 40

Self service Coaching Chatbots Quality management 40

SmartAction

NOVEMBER 27, 2018

Call centers aren’t just handling calls anymore, now that customers have so many ways to communicate with brands. Every organization should be working towards an omnichannel call center, where customers can seamlessly move between channels. Watch the full webinar here. What is a True Omnichannel Environment?

Call Center 40

Call Center Virtual Agent Customer Experience outsourcing 40

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. Customers don’t talk to an “agent.”

Chatbots 57

Chatbots Enterprise Customer Experience Contact Center 57

JivoChat

APRIL 8, 2021

Contrary to what many may believe, business is no longer about products or driving profit—it’s about customer engagement. 81% of marketers expect to compete almost entirely based on the customer experience. Customer engagement tools are the key to a profitable customer experience. What Are Customer Engagement Tools?

Sales 52

Sales Chatbots Brand ambassadors Surveys 52

Creative Virtual

OCTOBER 3, 2018

Chatbot technologies are becoming more and more common in the business world, but I think most companies have not realized yet how interdisciplinary these artificial intelligence (AI) tools can be. Plus, it will be providing up-to-date data, collected straight away from users. But what about the long-term pros of having a chatbot?

Chatbots 40

Chatbots Banking Advertising outsourcing 40

Branch Mesenger

MARCH 20, 2018

Last week, we hosted our second webinar. We were joined by a very special guest, bestselling author and expert on all things customer service -- Shep Hyken. Shep joined us to talk about some of the following topics and trends that are shaping the world of customer service: The state of customer service in 2018.

Customer Service 48

Customer Service Airlines Technology Upselling 48

SmartAction

APRIL 4, 2023

Conversational AI represents the future of voice assistants. Just ask The New York Times. Through the power of newer Conversational AI, chatbots are rapidly improving. It’s the next level of conversation – what AI industry leaders are calling “Complex Voice” interactions – that they aren’t able to engage.

Virtual Agent 87

Virtual Agent Chatbots Self service Banking 87

Playvox

FEBRUARY 16, 2024

Artificial intelligence (AI) has permeated many aspects of our work and personal lives. From driving assistance to data analysis to chatbots, generative AI (GenAI) is finding its usefulness in a host of ways across all industries. One of the most impactful uses is how AI is transforming customer experience (CX).

Quality management 75

Quality management Contact Center Management Best practices 75

Comm100

MARCH 27, 2023

By automating student support, chatbots help schools deliver the support that their students expect, from immediate responses to 24/7 help. Higher education chatbots are expanding the services available to prospective and current students alike, even while cutting costs. Better still, students are overwhelmingly open to using bots.

Education 65

Education Chatbots Wait times Surveys 65

Nicereply

JUNE 18, 2020

Customer retention is the act of keeping customers engaged, creating customer advocates, and reducing churn before it happens. Imagine you never acquired another customer. Your sales team went home, and all you had left was your current group of customers. That’s where customer retention comes in.

Customer retention 125

Customer retention Feedback Surveys Metrics 125

NICE inContact

SEPTEMBER 17, 2019

Designer Shoe Warehouse, better known as DSW, continues to find innovative ways to capitalize on that universal truth and keep customers coming back for more. From a single store just 25 years ago, DSW has become a footwear and accessories powerhouse with 500 stores and a wildly successful digital business. We love our shoes!

Customer Experience 55

Customer Experience Virtual Agent Average Handle Time Self service 55

JustCall

JANUARY 31, 2023

Hunting for a new and robust phone system is no joke. Powered by AI, Dialpad doubles up as a unified communications platform that offers text messaging, VoIP calling, and video conferencing tools. Post numbers – Keep existing numbers when changing services to help customers reach you easily.

voip 52

voip Enterprise Interactive Voice Response CRM 52

Branch Mesenger

AUGUST 29, 2018

Companies will never love a company until the employees love it first. -- Simon Simek. At the same time, customer experience (CX) is evolving rapidly. Customers prefer caring, empathetic and engaged employees. We recently talked with Jim Tincher , a journey mapper and founder of Minneapolis-based, Heart of the Customer.

Journey mapping 63

Journey mapping Employee engagement Feedback Airlines 63

NobelBiz

SEPTEMBER 21, 2020

The overview includes: news reports relating to spam calls new regulations from federal and state governments warnings from the FCC, FTC, & FBI reports on contact centers that are refusing to switch to a work-from-home model for their agents. The last update was on September 20.

Call Center 52

Call Center Contact Center Government Banking 52

Creative Virtual

AUGUST 29, 2018

There’s a new power couple in town: Humans and Artificial Intelligence. While you’re not going to see them on the cover of a celebrity gossip magazine or walking the red carpet at a Hollywood premiere, the combination of artificial intelligence (AI) and humans is already making a mark on the world of customer experience (CX).

Virtual Agent 40

Virtual Agent Chatbots Self service Best practices 40

Hero Digital

NOVEMBER 14, 2018

Customer Experience Trends Report. It’s all about the customers. On Day 1, Acquia released its Customer Experience Trends Report that analyzes the perspectives of marketers and consumers on open source innovation and what makes or breaks customer experiences. Learn about these new enhancements in this recorded webinar.

Marketing 47

Marketing Enterprise Customer Experience Technology 47