VocalCom

MAY 21, 2018

The technologies used in modern contact centers are instrumental in delivering great customer experiences. Customers seek effortless experiences, and the key to satisfying them is by using technologies in ways that serve their needs. Menu options should include all the possible reasons a customer might make contact.

Customer effort 48

Customer effort Technology Interactive Voice Response Big data 48

USAN

SEPTEMBER 3, 2021

Amazon Connect, the omnichannel cloud contact center platform from Amazon Web Services, helps companies optimize their CX by delivering seamless support through the power of technology. In this post, we’ll examine one of the platform’s specific capabilities: chatbot technology. How to Use Chatbots for Customer Service.

Chatbots 40

Chatbots Customer Service Cloud contact Contact Center 40

NobelBiz

JANUARY 10, 2021

Mobility, flexibility, automation… the development of chatbots is the inevitable result of a ten-year technological convergence that has swept across all companies and contact centers. The chatbot, as a conversational robot embedded into a messaging app, enables the creation of a new communication experience with users.

Chatbots 52

Chatbots Contact Center Virtual Agent Scripts 52

VocalCom

FEBRUARY 5, 2018

Human contact. Yes, the modern world is digital, but humans are at the heart of customer experience. Simply put, your customers still want the reassurance of a human touch. While chatbots might help them obtain information more quickly, many customers still wish to speak to human agents when their issues are complicated.

Contact center software 96

Contact center software Airlines Customer centricity Customer emotions 96

VocalCom

JULY 9, 2018

Chatbots Magazine states that 67% of people expect to use messaging apps when engaging with a brand. When implementing any kind of technology, always ask if it will serve the customer well. Your chatbots should be able to answer questions promptly or complete a purchase without difficulty.

Interactive Voice Response 48

Interactive Voice Response Contact center software Chatbots Self service 48

NobelBiz

JANUARY 17, 2022

The AHT is a KPI that contact centers always strive to improve. Of course, there are rational answers to this organizational challenge, including reducing call center AHT while also ensuring quality work and performances. What is the Average Handling Time (AHT) for Contact Centers? Above all, do not omit anything.

Average Handle Time 52

Average Handle Time Contact Center Interactive Voice Response Management 52

NobelBiz

APRIL 25, 2023

Implementing these tactics will save money and enhance customer satisfaction and overall business performance. A great number of contact centers are struggling to make ends meet but are still reluctant to make the necessary changes to achieve a better cost to benefits ratio. – Steve Bederman, President of NobelBiz 1.

Call Center 52

Call Center Average Handle Time First call resolution Contact Center 52