Creative Virtual

DECEMBER 19, 2019

all of us at Creative Virtual want to extend a big thank you to all our blog readers, customers and partners for being a part of our 2019! You can check out more of our highlights from the year in our 2019 in Review blog post and our 2019 in Review photo album. The post Happy Holidays from the Creative Virtual Team!

Self service 40

Self service 40

JustCall

JUNE 15, 2020

Virtual customer service is the new normal. Virtual agents are proved to be 13% more productive than their office counterparts. However, maintaining the same level of service with remote teams is possible only with the right set of customer service tools in hand. It’s time to assess your virtual customer service toolkit.

Customer Service 52

Customer Service Virtual Agent Accountability Multichannel 52

ShepHyken

SEPTEMBER 2, 2016

This week on our Friends on Friday guest blog post my colleague, John Smart, explains the leadership term VUCA and how it can relate to customer service. With a global market, the internet of things and virtual purchasing, the world is a very different place. Understand your team/your customers’ motives, their hopes fears and desires.

Customer Service 174

Customer Service Consulting Consulting Marketing 174

Enghouse Interactive

SEPTEMBER 1, 2020

It’s Not an Option – It’s Expected (Blog Series). In our first blog, we explored how customer expectations are rapidly changing and what organizations should consider as part of their Self-Service strategy. Blog #2 of 3: Self-Service puts the Customer Experience in their Hands. Automated tools such as Virtual Assistants (i.e.

Self service 79

Self service Contact Center Chatbots First call resolution 79

ShepHyken

APRIL 28, 2017

This week on our Friends on Friday guest blog post my colleague, Murph Krajewski, writes about the importance of a single customer view when it comes to serving your customers. Many customer service teams face significant challenges holding them back from realizing a complete customer view, including: Unifying disparate systems.

Customer Service 227

Customer Service Contact Center Technology Big data 227

Calabrio

SEPTEMBER 9, 2020

You can read the full post on the Waterfield blog, and register for an upcoming webinar featuring Calabrio’s Dave Hoekstra on September 15th. When all your employees go virtual overnight, how do you keep your finger on the pulse of productivity? It can be difficult to know if and when your team is working.

Analytics 59

Analytics Contact Center Technology Personalization 59

SmartAction

APRIL 30, 2024

Enter a new era of customer service technology with NOVA, your Natural Omnichannel Virtual Agent design platform. With NOVA, managing your omnichannel virtual agent has never been faster or easier. But no need to analyze this yourself – our Hypercare team utilizes this data to fine-tune and optimize your virtual agent after go-live.

Virtual Agent 71

Virtual Agent Call flow Chatbots Self service 71

CCNG

MAY 31, 2023

I wondered how I could create this type of feeling throughout my entire team, especially when they were experiencing a tough day. Years later, I was working with a large BPO, leading an important holiday launch with a virtual/work-from-home team. I called my senior team together and said, “I need your help.

Technical Support 195

Technical Support CCNG First call resolution Customer Service 195

CCNG

OCTOBER 6, 2020

I have also been that leader who scheduled a virtual meeting without regard for the time differences of participants. Yep, I’m guilty of all these virtual leadership sins! Strategy #3: Foster community Kendra (not her real name) asked to speak one-on-one with me after a large virtual group meeting.

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CCNG outsourcing Surveys Coaching 195

Brad Cleveland Blog

MARCH 11, 2020

Multi-site environments, cross-functional teams, and extended-hour or 24/7 operations are common contact center examples. If you are a manager or director, you may have the responsibility of getting … Continue reading → The post Building a Cohesive Virtual Team appeared first on Brad Cleveland.

Contact Center 26

Contact Center Technology Management Call Center 26

Contact Center Pipeline

JUNE 2, 2021

Many organizations embraced remote work teams prior to Covid, but what an acceleration! We may not maintain pandemic levels of virtual teams, […]. The post Contact Center Pipeline Magazine: Inside Our June 2021 Issue first appeared on Contact Center Pipeline Blog.

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Contact Center Call Center 162

CMS

SEPTEMBER 28, 2015

As a company institutionalizes virtual teams, it opens the door to new possibilities, including operational efficiencies that translate to dollars saved, and knowledge transfer that converts to competitive advantage. Team Management. These managers must also provide clear direction and remove ambiguity from team processes.

Technology 40

Technology Management Personalization 40

Enghouse Interactive

FEBRUARY 18, 2021

Trends and Realities of Successful Organizations (Blog Series). In our last blog , we saw the significant advantages that successful companies * achieved when using AI and UC – both on a standalone basis, but with even more success when they combined them. Blog #4 of 4: Key Findings and Where to Focus Your Optimization Efforts .

Contact Center 56

Contact Center Analytics Self service Finance 56

ChurnZero

DECEMBER 29, 2020

Caught in the throes of our fickle feelings – with a laugh giving way to a cry giving way to a half-laugh-half-cry hybrid – this weepy track played on a karmic loop as did the use of “unprecedented” when describing virtually anything. Top 10 Blog Posts from 2020. Some of us slowed down. Some of us sped up.

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SaaS Chief Customer Officer Upselling Metrics 98

CX Accelerator

OCTOBER 26, 2019

A recent craze with CryptoKitties , virtual kittens you can buy with cryptocurrency and then breed to create more kitties, is a stellar demonstration of how collecting is alive and growing in the virtual world. According to kittiesales , people sell their virtual kitten collections for meaningful money.

Customer Service 182

Customer Service Consulting Consulting Metrics 182

CX Accelerator

OCTOBER 26, 2019

A recent craze with CryptoKitties , virtual kittens you can buy with cryptocurrency and then breed to create more kitties, is a stellar demonstration of how collecting is alive and growing in the virtual world. According to kittiesales , people sell their virtual kitten collections for meaningful money.

Customer Service 182

Customer Service Consulting Consulting Metrics 182

Cisco - Contact Center

MARCH 16, 2023

This article is authored by Matt Schmitz, Technical Solutions Specialist, Cisco’s Global Virtual Engineering (GVE) DevNet team. Networks … Read more on Cisco Blogs Visit the GVE DevNet GitHub page Where are my Metrics?

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Engineering Metrics 98

kommunicate

MARCH 31, 2023

In today’s digital age, most of the communication happens virtually. To meet and exceed customer expectations, customer support teams must possess a range of skills. The post Top 10 Online Courses To Level Up Your Customer Support Team In 2023 appeared first on Kommunicate Blog.

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Customer Support 98

Fonolo

JANUARY 12, 2021

This blog will give you a brief overview of all the virtual hold competitors. Virtual Hold is the name of VHT’s original virtual queuing software. Virtual Hold Technology is the grandad of virtual queuing and helped pioneer virtual queue management for the call center. Genesys Virtual Queuing.

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Automatic Callback Cloud contact Contact Center Interactive Voice Response 137

Totango

NOVEMBER 27, 2023

To do this, Dishman recommends keeping focus across all of your touchpoint teams (CS, marketing, product, sales, etc.) For instance, with your product team, figure out what product features are sticky and value-driving for customers and intentionally put effort behind those to continue to innovate and scale.

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Enterprise Best practices Marketing Sales 105

IdeasUnlimited

JUNE 9, 2023

Celebrating a Successful Year In February 2023, IdeasUnlimited capped off 2022 at the annual Year-end event that was held virtually. With workers joining in from all over the world, the global team celebrated the successful completion of 12 years as a company. A company full of happy workers is a company geared towards success.

Enterprise 98

Enterprise Personalization B2B Sales 98

Creative Virtual

DECEMBER 21, 2020

As we approach the end of 2020, the whole Creative Virtual team around the world want to say thank you to all our blog readers, customers and partners for joining us on this roller coaster of a year! Then check out our 2020 in Review blog post for more highlights and educational resources.

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Virtual Agent Chatbots Education Technology 98

Creative Virtual

OCTOBER 8, 2021

I’m looking forward to hearing the panel of experts, including Creative Virtual’s Founder & CEO, Chris Ezekiel, discuss the current trends and future possibilities of conversational AI technology. Conversational AI solutions, like chatbots and virtual agents, can have a powerful impact on customer loyalty and retention.

Customer Service 105

Customer Service Virtual Agent Chatbots Self service 105

SmartAction

JUNE 27, 2023

Let’s address the common objections and show you how to overcome them with conversational AI and virtual agents. By deploying virtual agents, you can reduce the need for a large workforce to handle routine inquiries. Today’s virtual agents are far from the robotic voices of the past. Preserving the Human Touch?

Contact Center 83

Contact Center Virtual Agent Agent burnout Self service 83

Creative Virtual

DECEMBER 8, 2022

As the end of 2022 draws near, it is time once again for Creative Virtual’s annual year in review blog post. Every year we take this opportunity to reflect on the hard work of our team, our contributions to the conversational AI industry, and a few of our company’s biggest highlights from the past 12 months.

Virtual Agent 52

Virtual Agent Chatbots Government Banking 52

Brad Cleveland Blog

MARCH 11, 2020

Multi-site environments, cross-functional teams, and extended-hour or 24/7 operations are common contact center examples. Information and communications technologies have created organizations that span geography and time. …

Contact Center 29

Contact Center Technology Management Call Center 29

Creative Virtual

FEBRUARY 7, 2023

I like customer service expert Shep Hyken’s take on this in his blog post, Don’t Just Personalize the Customer’s Experience – Individualize It. For nearly a decade now, we’ve talked about our virtual agents and chatbots delivering a personalized self-service experience – with no marketing spin required! Only time will tell.

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Personalization Virtual Agent Chatbots Self service 105

Totango

APRIL 1, 2022

However, you can’t provide valuable and consistent experiences with disconnected systems and siloed teams. It is a place where team members from every department – from Customer Success to Marketing to Sales to Product and more – can effortlessly align, share, activate and show off customer campaigns and programs in real-time.

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Customer Experience Feedback Enterprise Accountability 120

Creative Virtual

DECEMBER 21, 2022

The end of 2022 is nearly here and as we reflect on the past year, the Creative Virtual team want to express our thanks to all of our blog readers, customers, and partners. We reflected on some of these in our 2022 in Review blog post. appeared first on Creative Virtual. We appreciate you!

Chatbots 52

Chatbots Education Technology Personalization 52

VirtualPBX

JUNE 21, 2023

In this blog post, we will explore six impactful ways VirtualPBX can significantly lower your business’s operating costs this summer. Virtual Offices and Remote Work : In today’s evolving work landscape, remote work and virtual offices have become increasingly prevalent.

voip 98

voip Call Logging Telecommunications Morale 98

IdeasUnlimited

AUGUST 19, 2021

While you can find all kinds of jobs online, one position that always seems to remain in high demand is Virtual Assistant. Despite having great job security and pay, becoming a virtual assistant requires no experience. And with more companies switching to remote, the need for virtual assistants is only growing exponentially.

Finance 98

Finance Management Personalization 98

IdeasUnlimited

AUGUST 19, 2021

While you can find all kinds of jobs online, one position that always seems to remain in high demand is Virtual Assistant. Despite having great job security and pay, becoming a virtual assistant requires no experience. And with more companies switching to remote, the need for virtual assistants is only growing exponentially.

Finance 98

Finance Management Personalization 98

aircall

AUGUST 22, 2022

When I think back on the blockers I’ve seen my team members face throughout my career (and those I’ve faced as an employee): cobbled together systems that endless digging to fully understand the nature of the problem they need to solve and feel empowered to solve it. Register today to join us at HubSpot INBOUND.

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CRM Best practices Personalization Sales 118

Creative Virtual

OCTOBER 3, 2022

This week we are showing love for the efforts of everyone involved with delivering customer service – employees helping customers face-to-face in brick-and-mortar locations; contact centre agents delivering support over the phone, live chat, and social media; team members working behind the scenes to build and maintain customer service tools.

Customer Service 52

Customer Service Virtual Agent Self service Chatbots 52

Nuance

JANUARY 25, 2021

Virtual go-lives are no different; in fact, they require additional considerations for support teams to be aligned and effective, whether help comes in-person or from afar. The post Top Insights for EHR Go-Live Success in a Virtual World appeared first on What’s next. I sat down with Jodie [.] This is a summary.

Technology 97

Technology Personalization Healthcare 97

Totango

MARCH 30, 2021

If you were presented with the opportunity to double or triple the size of your business virtually overnight, what would you say? This was not sustainable for Wisr, so the company had to build and scale its customer success team virtually overnight. For most people, the answer would be a swift “yes, please!”

Journey mapping 118

Journey mapping Enterprise Personalization 118

SmartAction

NOVEMBER 22, 2023

The AI-powered voice assistants of today offer a seamless experience, reaching a virtual assistant, in seconds, that can answer customer intentions with just a few words. Conversational AI helps them out of what seems to be an endless cycle of button pressing and voice prompts to connect them immediately with a virtual agent.

Contact Center 90

Contact Center Interactive Voice Response Virtual Agent Management 90