VocalCom

JULY 2, 2020

The necessary acceleration of contact centers’ digitalization will bring to the fore the crucial value of the human touch. Digitalization is quickly sweeping through contact centers. However, this does not mean that agents will totally disappear from contact centers.

Contact Center 62

Contact Center Self service Chatbots Virtual Agent 62

TechSee

AUGUST 26, 2020

With 40% of all calls considered “next issues” following an initial call, NIA is a critical MX strategy as it enables employees to significantly reduce customer effort, while also reducing their own effort, by eliminating unnecessary incoming calls. Improve self-service offerings.

Self service 124

Self service Customer effort Multichannel Metrics 124

TechSee

APRIL 24, 2018

DIY unboxing can reduce costly technician visits or call center inquiries, and avoid costly no-fault-found (NFF) returns, which, according to Accenture , accounts for 68% of products returned to the manufacturer. Imagine that a telecom company launches a new TV service and must handle set top box installation for one million new subscribers.

Self service 116

Self service Call Center Surveys Customer emotions 116

TMP Direct

APRIL 22, 2021

Then they can recommend a handful of solutions—not to the customer, but rather to the agent, who can use her human skills (such as the ability to gauge and respond to customers’ emotions) to decide on the best option. The end result is reduced call times and a more personalized customer experience.

Call Center 52

Call Center Benchmark Interactive Voice Response Customer centricity 52

Quiq

DECEMBER 8, 2021

Customers with service issues often just want to be heard, which also applies to the feedback they offer. Plus, 1 in 3 customers share their contact center experiences with others, and half of those do so on social media, according to a 2020 report from the CFI Group. Solve customer issues with fewer interactions.

Metrics 52

Metrics Surveys Chatbots Best practices 52

Enghouse Interactive

APRIL 30, 2021

Backing this up, a poll on the webinar found that over half (53%) of those attendees measured customer emotion in some way – with the majority (43%) doing so indirectly.

Analytics 55

Analytics Customer emotions Employee engagement Chatbots 55

NobelBiz

FEBRUARY 21, 2023

Call centers have developed dramatically over the past few years and will continue to do so in 2023. While most classic contact center technologies will continue to be utilized, most will be replaced by chatbots, cloud technologies, AI, and remote work, enabling businesses to enhance the customer experience and save expenses.

Call Center 52

Call Center Chatbots Contact Center Cloud contact 52

NobelBiz

FEBRUARY 15, 2023

Call centers have developed dramatically over the past few years and will continue to do so in 2023. While most classic contact center technologies will continue to be utilized, most will be replaced by chatbots, cloud technologies, AI, and remote work, enabling businesses to enhance the customer experience and save expenses.

Call Center 52

Call Center Chatbots Contact Center Cloud contact 52

Balto

SEPTEMBER 12, 2023

Evolving customer expectations. The transformative shift to digital interactions has changed customer expectations to include 24/7 self-service and personalized and consistent digital experiences across different channels and platforms. Another convenient self-service option is the knowledge base.

Customer Experience 52

Customer Experience Customer centricity Coaching Analytics 52