TeleDirect

FEBRUARY 14, 2024

At TeleDirect, we deliver cloud-based contact center solutions to companies and industries across America. Cloud Contact Center: What Is It & How Does It Work? Customer contact centers have come a long way. What Is a Cloud Contact Center? Your brand can provide this, too. It’s 100% yours.

Cloud contact 48

Cloud contact Contact Center contact center solutions Chatbots 48

Fonolo

JANUARY 31, 2018

It’s going to be a big year in the world of contact center and in customer service technology. Will the AI / chatbot hype start to live up to its promise? Who wrote it: Sheila McGee-Smith (one of our Call Center Top Analysts ), sponsored by NICE. “The Our favorite chart: KPI Guide for Omni-Channel Contact Centers.

Contact Center 141

Contact Center Chatbots Finance Healthcare 141

SharpenCX

JULY 6, 2022

Let’s dive into the 5 things you can do now to prepare your contact center for a recession. Take the steps to prepare your contact center now for an upcoming recession. As a call center, your ability to withstand a recession is truly dependent upon the business as a whole. Your tech stack adds up.

Contact Center 76

Contact Center Self service Chatbots Call Center 76

Noble Systems

MARCH 18, 2021

Patients have been seeking a broader range of services and more personalized relationships with healthcare providers for some time. Many healthcare providers have yet to deliver. Those who can will be the ones to thrive in this ever-changing healthcare landscape. Healthcare Call Center Best Practices and Trends to Consider.

Healthcare 53

Healthcare Call Center Gamification Best practices 53

Talkdesk

APRIL 14, 2020

Laying the foundation with the right infrastructure Contact centers are finding themselves stuck between the proverbial rock and hard place. Oftentimes in 24-hour contact centers, agents share desks and equipment – including headsets. Put simply, contact centers are perfect petri dishes for healthcare crises.

Contact Center 81

Contact Center Virtual Agent Chatbots Healthcare 81

Comm100

NOVEMBER 13, 2022

A Comprehensive Guide to Chatbot Software. In 2020, the North America chatbot software market was valued at $182 million. Brands of all industries are beginning to recognize the huge benefits that customer service chatbots can bring to their organization. Customer service chatbots don’t just benefit the end consumer.

Chatbots 52

Chatbots Wait times Healthcare Banking 52

Myra Golden Media

APRIL 11, 2023

A whopping one-third of contact centers have laid off employees in the last 12 months, reducing their headcount by about 33%. Despite fewer resources and fewer employees, contact centers are expected to achieve the same or better results. But how can they achieve this? Learn more about Balto AI’s solutions here.

Average Handle Time 156

Average Handle Time Contact Center First call resolution Analytics 156

Balto

AUGUST 2, 2022

So, how does this latest revelation stack up against fears that AI will replace contact center agents? Rate of AI Adoption Skyrockets Among Contact Centers. This allure has proven strong among the contact center industry. Across the board, contact centers use AI to automate agent-driven insights. —

Contact Center 52

Contact Center First call resolution Healthcare Interactive Voice Response 52

Balto

JANUARY 22, 2024

We’ve seen generative AI being applied in different industries with great results, specifically in the contact center domain. This blog aims to uncover the numerous use cases of generative AI in the modern contact center. Monitor and Ensure Compliance Maintaining compliance is foundational for your contact center.

Contact Center 52

Contact Center Coaching Average Handle Time Scripts 52

Enghouse Interactive

JUNE 9, 2021

An omni-channel contact center with its multiple touchpoints across the customer journey – using a mix of voice, text, SMS, social media, or video –can provide an organization with the info needed to personalize the customer engagement process. Leverage chatbots, NLP, and AI. Well, maybe that’s not an accurate statement.

Contact Center 97

Contact Center Self service Chatbots CRM 97

Comm100

NOVEMBER 2, 2020

If you’re here because you’re trying to figure out what a customer service chatbot is capable of and how it can help your customers and company grow, you’ve come to the right place. Let’s explore the top 6 chatbot examples of 2020. A Chatbot to Help Mortgage Applications . Industry: Healthcare.

Chatbots 57

Chatbots Customer Service Banking Healthcare 57

REVE Chat Blog

DECEMBER 5, 2019

Some of the successful chatbot examples and case studies implemented by big brands show that customers are willing to interact with bots if done correctly. Hence following a right bot strategy and tailoring your chatbot to meet your use case plays an important role in overall customer experience.

Chatbots 70

Chatbots Real estate Healthcare Banking 70

CSM Magazine

DECEMBER 8, 2021

Training and contact center leaders receive a Simulation Scorecard certifying agents to take live calls. “AI Coach is the first human-centered AI solution focused on helping people perform their best through conversation simulation versus replacing their role,” said Brian Tuite, founder of Zenarate.

Coaching 52

Coaching Contact Center Healthcare Scripts 52

Revation Systems

MAY 28, 2019

Looking to learn more about how your healthcare organization can digitally transform to meet and exceed the shifting expectations of today’s tech-savvy patients? Stop by Booths #28 & 29 to learn how our cloud-based call center solution enables your healthcare organization to transform the way doctors are able to connect with patients.

Healthcare 48

Healthcare call center professionals call center solutions Chatbots 48

Balto

APRIL 20, 2023

Share on Twitter Share on Facebook Share on LinkedIn Share on Email Contact centers find themselves at a critical juncture. Contact center leaders are tasked with creating as much value as possible with as few resources as possible, without sacrificing the customer or agent experience. How are they doing this?

Contact Center 52

Contact Center Real estate Transportation Average Handle Time 52

Avaya

MAY 6, 2019

AI is driving truly revolutionary capabilities in the contact center that play into the sweeping trend of digital transformation. Organizations understand this, with 94% agreeing that effective AI can transform the performance of their contact center. Q: Let’s start simple: Why AI in the contact center?

Contact Center 77

Contact Center Chatbots Finance Healthcare 77

The Northridge Group

AUGUST 31, 2023

We’ve seen companies that return to the core focus of people, process, and technology have not only adapted but thrived—realizing tangible improvements in customer service, reduced costs, and increased efficiencies within their contact center operation, as well as a bump in the overall experience.

Average Handle Time 67

Average Handle Time Healthcare contact center associations Contact Center 67

The Northridge Group

AUGUST 31, 2023

We’ve seen companies that return to the core focus of people, process, and technology have not only adapted but thrived—realizing tangible improvements in customer service, reduced costs, and increased efficiencies within their contact center operation, as well as a bump in the overall experience.

Average Handle Time 67

Average Handle Time Healthcare contact center associations Contact Center 67

DMG Consulting

SEPTEMBER 13, 2021

The Business Case for Making Contact Center Applications Standard Employee Productivity Tools. Every employee plays a role in delivering an outstanding customer experience (CX), whether in direct contact with customers or supporting customer-facing co-workers. Sep 3, 2021 Donna Fluss.

Contact Center 48

Contact Center Entertainment Employee engagement Enterprise 48

Quiq

MARCH 24, 2020

In other cases, such as airlines, financial services, healthcare, education, and other industries, demand for support has spiked. The spike, coupled with physical call centers being closed to avoid the spread of the coronavirus and moving to a work-from-home model, has caused a whiplash reaction. Your success is our success.

Contact Center 52

Contact Center Chatbots Airlines Call Center 52

Serenova

MARCH 10, 2020

Today’s merger of Serenova and Lifesize introduces an exciting new company combining the most innovative technologies in cloud contact center and video collaboration solutions. For contact centers, this means a next generation of high-definition customer experiences that will differentiate the most successful global brands.

Contact Center 90

Contact Center contact center solutions Cloud contact Banking 90

Solvvy

NOVEMBER 30, 2022

I’m pleased to share the first result of our shared vision, which centers around rapid innovation and a total focus on delivering happiness. Zoom Virtual Agent , an intelligent conversational AI chatbot solution, uses natural language processing and machine learning to accurately understand and painlessly resolve issues for customers.

Virtual Agent 62

Virtual Agent Chatbots Contact Center Healthcare 62

Enghouse Interactive

MAY 27, 2021

An omni-channel contact center with its multiple touchpoints across the customer journey – using a mix of voice, text, SMS, social media, or video –can provide an organization with the info needed to personalize the customer engagement process. Leverage chatbots, NLP, and AI. Well, maybe that’s not an accurate statement.

Contact Center 52

Contact Center Self service Chatbots CRM 52

SmartAction

APRIL 1, 2020

COVID-19 triage questions for healthcare providers). Step 2 – Virtual Agent offers to send a text link to an answer center (or screening tool) that can help them immediately instead of waiting on hold. Media Contact Marlyn Arenas marlyn.arenas@smartaction.com. For a live demo, visit [link]. About SmartAction.

Virtual Agent 56

Virtual Agent Contact Center Healthcare Government 56

CSM Magazine

SEPTEMBER 12, 2023

Zenarate leads the learning transformation to develop top-performing contact center agents. Zenarate serves a growing global customer base within the financial services, insurance, healthcare, telecommunications, technology, retail, and travel industries. Canada, Mexico, Philippines, India, and Europe.

Marketing 59

Marketing Telecommunications Healthcare Coaching 59

TeleDirect

MARCH 1, 2021

While it certainly has its place in contact center platforms, artificial intelligence (AI) still has a few downsides. AI to replace call center agents and traditional call center platforms ? Many business analysts tout the cost saving advantages of AI and chatbots. So, will AI replace call center agents?

Call Center 118

Call Center Business Process Outsourcing call center solutions outsourcing 118

Talkdesk

NOVEMBER 24, 2020

Healthcare consumers today have new and more demanding expectations, forged by Amazon and Uber-like experiences where digital comes first. Since the healthcare call center is the main entry door for patient access, it is critical to the patient experience. Offer additional healthcare services.

Healthcare 101

Healthcare Average Handle Time Contact Center CRM 101

Hodusoft

JULY 16, 2021

Call Center and Contact Center Software Difference Complete Guide. What is the difference between call and contact center software? Companies make customer interactions through two essential ways– call and contact centers. For many, call center and contact center are interchangeable terms.

Contact center software 52

Contact center software Contact Center Call Center Interactive Voice Response 52

Certified Languages International

MARCH 6, 2019

For contact centers, chatbots and customer self-service portals have all but replaced the need for a live call to answer simple inquiries such as “How do I get reimbursed from my flexible spending account ( FSA )?” Technology has changed how customers access information and interact with businesses.

Contact Center 66

Contact Center Government Healthcare Chatbots 66

Comm100

JANUARY 11, 2023

In customer service, automation is commonly seen in the form of chatbots. Chatbots can respond to customer queries, answering the common requests, immediately and 24/7. According to a study on chatbot impact , overall market preference for chatbots as the primary mode of communication for customer service now sits at 45%.

Customer Service 81

Customer Service Chatbots Healthcare Wait times 81

Xaqt

JUNE 3, 2020

While there is both hype and promise surrounding the potential of AI assisting humans in the Contact Center, I believe the inverse is actually the most effective starting point. Initially the CDC said masks were only needed by healthcare workers, two months later masks are required to enter most establishments.

Contact Center 40

Contact Center Virtual Agent Interactive Voice Response Engineering 40

Talkdesk

SEPTEMBER 8, 2020

Open enrollment is typically among the busiest times of the year for healthcare plan providers as the volume of consumer calls to the contact center increases significantly. During last year’s open enrollment period, the Center for Medicare and Medicaid Services (CMS) reported more than 5.78

Abandon rate 67

Abandon rate Customer Experience Healthcare contact center workforce 67

Quiq

MARCH 24, 2020

In other cases, such as airlines, financial services, healthcare, education, and other industries, demand for support has spiked. The spike, coupled with call centers being closed to avoid the spread of the coronavirus and moving to a work-from-home model, has caused a whiplash reaction. Your success is our success. See a Demo Today.

Contact Center 40

Contact Center Chatbots Airlines Healthcare 40

Aspect

DECEMBER 27, 2017

2016 saw an explosion of interest and investments in chatbots, as I wrote in my last annual recap. Much like in 2016, this year I’ve had countless conversations about chatbot needs with numerous customers, prospects, and partners around the globe, and it’s clear to me that as an industry we have made progress. Let’s have a look.

Chatbots 116

Chatbots Contact Center Interactive Voice Response Enterprise 116

CSM Magazine

MARCH 3, 2022

Despite the rise of chatbots and tools to quickly solve customer issues, Harvard Business Review recently reported that 58 percent of customers prefer to call the contact center to solve urgent issues. AI Conversation Simulation in Contact Centers.

Customer Service 94

Customer Service Banking First call resolution Best practices 94

Revation Systems

OCTOBER 2, 2019

From the ability to have video visits with a healthcare provider to treat common illnesses such as strep throat or the flu to using an app to order groceries for delivery to your doorstep, it is no secret just how much technology is powering today’s society. It has been reported that the use of AI chatbots will increase 136% by 2021.

Call center experience 48

Call center experience Call Center Chatbots Healthcare 48

CSM Magazine

NOVEMBER 1, 2022

Zenarate’s AI Coach is used globally in over a dozen countries in 13 languages by leading brands in banking, healthcare, insurance, telecommunications, technology, and travel industries to improve CSAT and NPS, Conversion Rate, and First Call Resolution Scores. Consumers prefer human agents to automation. About Zenarate .

Telecommunications 52

Telecommunications Coaching Healthcare Multichannel 52