Creative Virtual

OCTOBER 5, 2020

This is the fifth year I’ve put together a blog post roundup to start off Customer Service Week, and it might just be the most important one yet. This three-part blog series explores the business value of using a chatbot or virtual agent to provide easy-to-use self-service, starting with supporting customers.

Virtual Agent 52

Virtual Agent Customer Service Chatbots Self service 52

3CLogic

JANUARY 24, 2024

Solving Complex Inquiries Enhancing your self-service with intelligent virtual agents will drive personalized experiences. While resetting a password is an easy task for the virtual agent, a more complex issue such as the malfunctioning of a smart TV could be too complicated for the AI to answer.

Contact Center 64

Contact Center Virtual Agent Self service CRM 64

Creative Virtual

MARCH 14, 2022

If you give visitors to your website the option to self-serve with a chatbot or virtual agent, kudos to you for recognising the importance of easily accessible digital support! Why is the ability to integrate your chatbot or virtual agent with other backend systems so important? By Mandy Reed, Global Head of Marketing.

Self service 59

Self service Virtual Agent Chatbots Technology 59

Creative Virtual

JULY 22, 2020

Survey respondents’ observations about customer behaviour present a very telling story about the challenges of CX today: 68% strongly believe that expectations from customers are rising. Check out this three-part blog series for more insights and tips: Delivering Self-Service During the COVID-19 Uncertainty, Part 1: Supporting Customers.

Virtual Agent 52

Virtual Agent Self service Surveys Customer centricity 52

SmartAction

MARCH 18, 2021

When they do, chances are more likely than not they’ll be speaking to an AI-powered virtual agent. Your AI-powered virtual agent has the potential to be more. Feedback surveys to capture customer satisfaction. It’s a seamless process yet there’s something left there to be desired.

Virtual Agent 64

Virtual Agent Customer Service Interactive Voice Response Contact Center 64

Cisco - Contact Center

AUGUST 3, 2020

This open platform architecture enables our customers to easily add and integrate with advanced cloud applications such as AI-based virtual agents, advanced data analytics, workforce optimization, and other Webex applications, including Webex Experience Management, Webex Calling, and Webex Control Hub.

Contact Center 124

Contact Center Technology contact center solutions Virtual Agent 124

Creative Virtual

FEBRUARY 15, 2023

While Creative Virtual’s V-Person solutions successfully automate digital customer service, forcing all customers to only self-serve with a virtual agent is never a good CX decision. Go beyond the typical customer surveys and dig into rich data like conversations with your virtual agent and contact centre.

Virtual Agent 59

Virtual Agent Chatbots Consulting Consulting 59

Liveops

DECEMBER 27, 2018

Click here to go to CCW’s Remote Agent Report. Blog Article] How AI will change the nature of contact center work. An article by Contact Center Pipeline analyzes a survey showing few leaders have strategies for preparing people and workflows. Blog Article] How to turn dead air into an engaging customer experience.

Contact Center 81

Contact Center Customer Service Call Center Virtual Agent 81

bold360 Blog

SEPTEMBER 15, 2020

All context from the chatbot interaction gets passed on to the (live chat) agent, bringing her up to speed immediately. Virtual agents or agent-facing AI chatbots can then work behind the scenes to assist human agents as they interact with customers. 5 Ways Live Chat Helps Your Business.

Chatbots 90

Chatbots Virtual Agent Customer centricity Customer Support 90

Creative Virtual

APRIL 22, 2020

Each version of the report breaks down the results of a survey conducted with 1,000 consumers in that country on their expectations of a good customer experience. The report then compares those responses with survey responses from organisations on their current and planned self-service offerings and investments.

Self service 52

Self service Customer Experience Virtual Agent Chatbots 52

Creative Virtual

JUNE 30, 2022

In their 2022 CIO survey, Gartner found that there is a broad demand for digital transformation across industries as well. If you’re looking to add conversational AI to your digital transformation strategy, check out the Guide to Selecting a Virtual Agent or Chatbot Vendor for expert tips.

Virtual Agent 52

Virtual Agent Chatbots Technology Surveys 52

Nicereply

JANUARY 4, 2023

Another research by Chatbots Magazine also revealed that businesses can decrease service costs by up to 30% by implementing virtual agents and chatbots. However, when facing complicated issues, they would still want to have the ability to talk to a human agent and receive a personalized experience. year-over-year.

Customer Service 59

Customer Service Self service Chatbots Surveys 59

Creative Virtual

MARCH 27, 2020

With physical offices and locations closed, many are struggling with the influx of customer questions to their contact centres – an issue that may be compounded by the sudden need to support agents working from home. The post A Successful Self-Service Strategy Requires Looking at the Bigger Picture appeared first on Creative Virtual.

Self service 52

Self service Virtual Agent Chatbots Best practices 52

Creative Virtual

JUNE 2, 2020

In the 2020 edition of The Inner Circle Guide to AI-Enabled Self-Service (available for download in a UK version and in a US version ), ContactBabel surveyed business leaders about their current and planned customer service offerings and investments. The combination of humans and AI makes for an improved customer support experience.

Virtual Agent 52

Virtual Agent Self service Surveys Chatbots 52

Creative Virtual

JULY 27, 2022

Contact centres and contact centre agents are under immense pressure, dealing with increased contact volumes, rising customer frustration, and agent attrition. A recent survey of 1000 contact centre leaders in the UK, US, and Australia has revealed a very telling and consistent view that contact centres are hanging on by a thread.

Self service 52

Self service Chatbots Virtual Agent Surveys 52

BlueOcean

OCTOBER 4, 2023

Surveys of consumers who speak English as an additional language (rather than their primary language) have revealed similar statistics. Other Approaches to Bilingual Customer Care Support But, as the title of this blog implies, a live agent model might not be the best option for all of your language requirements.

Customer Support 124

Customer Support Bilingual agents outsourcing Contact Center 124

Liveops

DECEMBER 27, 2018

Click here to go to CCW’s Remote Agent Report. Blog Article] How AI will change the nature of contact center work. An article by Contact Center Pipeline analyzes a survey showing few leaders have strategies for preparing people and workflows. Blog Article] How to turn dead air into an engaging customer experience.

Contact Center 48

Contact Center Customer Service Call Center Virtual Agent 48

Creative Virtual

JANUARY 28, 2020

A Gartner survey found that of highly engaged employees, only 21% report having a high-quality experience. Just as virtual agents and chatbots are ideal tools for customer self-service, they also lend themselves well to supporting employees in areas such as IT Service Management (ITSM), human resources (HR) and staff training.

Employee engagement 40

Employee engagement Self service Virtual Agent Chatbots 40

Avaya

JUNE 24, 2019

Additionally, an Avaya research study conducted by Vanson Bourne finds that 93% of global organizations surveyed identify AI as one of the most important technologies for their contact center, and that 85% will need to look for more third-party support in order to get the most out of AI. CCWVegas19, #ExperiencesThatMatter.

Contact Center 104

Contact Center contact center solutions Virtual Agent Contact center software 104

Creative Virtual

FEBRUARY 7, 2019

In the survey results published by HR.com at the end of 2018, 79% of Human Resources (HR) professionals responded that chatbots and virtual assistants will become an increasingly viable way for employees to get real-time answers to their HR-related questions. By Liam Ryan, Sales Director.

Virtual Agent 40

Virtual Agent Employee engagement Chatbots Government 40

Creative Virtual

OCTOBER 7, 2020

What does this mean from the customer service and customer experience (CX) view and for virtual agents answering real time customer queries? Conversation surveys are not only important to measure the performance of the tool. They are also crucial for our virtual assistants to be able to learn what is wrong and what is right.

Customer Service 52

Customer Service Morale Surveys Analytics 52

Creative Virtual

NOVEMBER 13, 2019

In particular, there has been a fear that automated self-service tools like chatbots and virtual agents would completely replace the contact centre and eliminate the need for human agents. However, AI-powered chatbots and virtual agents are changing the role of contact centres and human customer service agents.

Virtual Agent 40

Virtual Agent Chatbots Self service Technology 40

VocalCom

JULY 2, 2020

Both cases require emotionally intelligent ‘super-agents’ who can make the right contact, solve problems and deliver exceptional service,” said Adam Walton, COO at CallMiner. The rise of the ‘Super-Agent’. The post The New Super-Agent appeared first on Vocalcom Blog. To find out more: www.vocalcom.com.

Contact Center 62

Contact Center Self service Chatbots Virtual Agent 62

Netomi

SEPTEMBER 20, 2021

Integrates within Zendesk agent desk platform for seamless human hand-off. Check out any of these helpful blog posts from our team: Getting Started with Netomi on Zendesk. Zendesk customers now have access to the Netomi Virtual Agent. SurveySparrow is a software platform for conversational surveys and forms.

Chatbots 126

Chatbots APIs Surveys Analytics 126

NICE inContact

MARCH 28, 2018

In part one of the blog series, we looked at a framework for building a strong business case to invest in customer experience technologies. In this blog, we will take a deeper look at some of the Key Performance Indicators (KPIs) that drive enhanced customer experience and true financial benefits.

Metrics 48

Metrics Customer Experience Average Handle Time Self service 48

GetFeedback

APRIL 17, 2019

Various text templates, suggested replies, customer surveys, the ability to use virtual agents (chatbots) + strong analytics. The post 4 Reasons Your Customers Won’t Reach Out to Customer Service appeared first on GetFeedback Blog. For reason #4: The desire to avoid bad treatment .

Customer Service 102

Customer Service CRM Self service Gamification 102

Global Response

MAY 1, 2023

Some of the services an outbound call center may offer include: lead generation telemarketing audience surveys upselling and cross-selling customer success and clienteling While outbound call centers are less crucial than inbound call centers, they still play an important role for many businesses.

Call Center 62

Call Center Multichannel virtual call center outsourcing 62

Creative Virtual

JUNE 11, 2019

Shantanu discussed key elements needing to be addressed by the industry to improve CX that repeatedly arise in customer surveys year after year. For example, Creative Virtual is helping organizations in India provide self-service in Hindi, Tamil and Marathi. The emphasis remained on the personalized interaction.

Chatbots 40

Chatbots Virtual Agent Self service Best practices 40

Global Response

AUGUST 7, 2023

On the other hand, the right kinds of software can empower agents to do their jobs well and effectively. Save money and increase sales with a brand-obsessed, people-first team that delivers a high-touch, superior customer experience, every time.

Call Center 62

Call Center Agent Empowerment Average Handle Time Feedback 62

JustCall

AUGUST 10, 2022

In this comprehensive blog, we will look at other Avoxi alternatives that demonstrate features that are similar to Avoxi but are a shade better in some way or another. Intelligent routing – Calls can be routed based on caller data, IVR selections, agent skills, calling hours, and so on. Looking for a robust Avoxi alternative ?

Interactive Voice Response 52

Interactive Voice Response voip CRM call center software 52

aircall

NOVEMBER 4, 2016

Your agents’ only tool is their desktop computer, and even that isn’t written in stone. For instance, a VOIP business phone system matches a session to every agent, so they can work from different computers, even remotely or from home. This is immensely helpful to call center agents and managers alike. Ask for training.

Customer Support 83

Customer Support Call Center Interactive Voice Response Automatic Callback 83

Global Response

APRIL 17, 2023

That depends on your needs and goals, but in general you should look for: advanced IVR and call routing capabilities automation and AI tools chatbots or virtual agents self-service solutions omnichannel support and robust CRM solutions Remember: modern solutions are often powered by modern technology.

Call Center 62

Call Center outsourcing Bilingual agents Chatbots 62

SmartAction

AUGUST 10, 2018

Companies use virtual agents to: greet their customers by first name, anticipate their reasons for calling, recommend similar purchases by order history, assist with returns and exchanges, and more. One of reasons for agent churn is unfulfilling work and drudgery from repetitive calls and tedious data gathering.

Virtual Agent 43

Virtual Agent Contact Center Wait times Call Center 43

aircall

NOVEMBER 4, 2016

Your agents’ only tool is their desktop computer, and even that isn’t written in stone. For instance, a VOIP business phone system matches a session to every agent, so they can work from different computers, even remotely or from home. This is immensely helpful to call center agents and managers alike. Ask for training.

Customer Support 54

Customer Support Interactive Voice Response Call Center Automatic Callback 54

OctopusTech

JUNE 8, 2022

SMS is sent to potential customers in the following cases: Sending customers feedback form or survey to collect feedback after purchasing a product Providing information to customers when they call during the closing hours of your call center in the form of automated replies Sending messages to confirm sales, appointments, and deliveries.

Call Center 62

Call Center Interactive Voice Response First call resolution Chatbots 62

JustCall

JANUARY 31, 2023

In this blog, we will look at the top-8 alternatives of Dialpad–from understanding the pros and cons of each tool to the top features, we’ll cover everything. Top Features of Nextiva Intelligent virtual agents (IVA) – Self-services IVR that is capable of handling huge call volumes and routing calls to the right agents.

voip 52

voip Enterprise Interactive Voice Response CRM 52

RichCall

SEPTEMBER 13, 2017

Check out what recent reports and experts suggest, and take part in a contact center benchmarking survey to get more accurate data on the current contact center trends. Here are the experts: @Jon Arnold , an independent research analyst with a great blog. Take part in a brief survey. Contact Center and CX Research and Reports.

Contact Center 64

Contact Center Technology Benchmark Chatbots 64