bold360 Blog

AUGUST 31, 2020

Customer self-service (CSS) is a win-win for all involved in today’s uncertain business landscape, one where remote work and digital-first interactions have become the “new normal.”. Customers increasingly prefer using self-service tools: CEB (now Gartner) reports that 81% of consumers try to self-serve before calling a contact center.

Self service 52

Self service Chatbots Agent Empowerment Morale 52

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

TechSee

FEBRUARY 19, 2019

One of the keys to innovation in this area is self-service technologies that enable customers to quickly and conveniently resolve problems on their own, especially from their mobile devices. Mark your calendars with these “can’t miss” sessions and exhibitors and prepare to witness the future of mobile self-service technology.

Self service 95

Self service Telecommunications Healthcare Analytics 95

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

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.

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Virtual Agent Chatbots Contact Center Healthcare 62

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

Comm100

JANUARY 11, 2023

Other customer service automation may provide agents with AI tools to help them provide faster or more accurate support. 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. Healthcare: 10%.

Customer Service 85

Customer Service Chatbots Healthcare Wait times 85

SmartAction

APRIL 15, 2019

Gartner predicts that customers soon will prefer using speech-driven interfaces to other forms of self-service when given a choice. Delivery over the cloud has made integration with existing contact center systems easier and more seamless, as well. Any self-service implementation project starts by leveraging this data.

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Self service Virtual Agent Interactive Voice Response Best practices 59

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

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.

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Contact Center Government Healthcare Chatbots 66

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 57

Virtual Agent Contact Center Healthcare Government 57

Balto

SEPTEMBER 18, 2023

Real-time agent assist software has provided contact center teams with an innovative, data-driven AI-powered solution that instantly guides agents during live calls, ensuring the best outcomes for your customers. Real-time agent assist is a software solution that supports contact center agents during live calls.

Interactive Voice Response 52

Interactive Voice Response Scripts Contact Center Coaching 52

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

TechSee

FEBRUARY 21, 2022

Service organizations –including BPOs — across the spectrum – from HVAC and automotive parts to consumer appliances and office equipment – are using AI to optimize the customer experience (CX), lower costs , and streamline their back-office operations. Make Sense of Data. Target Marketing and Advertising. Increase Efficiency.

Automotive 109

Automotive Transportation Telecommunications Self service 109

Blueship Call Center

JULY 7, 2023

Since the introduction of technology, companies have had access to a variety of tools and platforms that may help them provide outstanding customer service and adapt to their clients’ changing requirements and preferences. Self-Service Options Using self-service choices is another way that technology is changing customer service.

outsourcing 69

outsourcing Customer Service Customer Care Self service 69

Noble Systems

APRIL 21, 2020

On the contrary, call center services are in high demand, and business continuity for call centers is becoming more important for economic and societal health. Contact center agents, considered essential critical infrastructure workers during COVID-19 by CISA , have always had a stressful job.

Call Center 68

Call Center Schedule adherence Contact Center Gamification 68

TechSee

JUNE 25, 2019

A Tata Consultancy Services survey found that 31.7% of major companies around the world are currently using AI customer service technologies, the second most common use of AI after IT. Utilizing robotic process automation (RPA) in contact centers has been proven to reduce costs and increase operational efficiencies.

Technology 122

Technology Customer Service Gamification Contact Center 122

DMG Consulting

AUGUST 10, 2018

Organizations are starting to leverage these sophisticated technologies to re-engineer service experiences that combine the best of self-service with live agent support, a winning experience for enterprises, who have a fiduciary responsibility to reduce operating costs, while also providing an highly effective personalized customer experience.

Interactive Voice Response 78

Interactive Voice Response Virtual Agent Self service Contact Center 78

Call Experts

JANUARY 8, 2020

AI-powered tools and contact center solutions offer efficiency and a better understanding of your customer experience. Self-service. According to the Pew Research Center , "more than one-in-three Americans active in the current labor force (35%) are Millennials." How Contact Centers Manage the Holiday Rush.

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Journey mapping Contact Center Interactive Voice Response outsourcing 78

CSM Magazine

MARCH 18, 2021

Poor customer service and perseverance in long waiting loops – what we have begrudgingly accepted as the norm can be changed with the help of modern AI software. Cognigy , an internationally successful pioneer in customer service automation, offers one of the leading Conversational AI platforms (think voice- and chatbots).

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Customer Service Chatbots Virtual Agent Contact Center 75

bold360 Blog

MARCH 16, 2020

Furthermore, supply chains are being disrupted, physical stores are closing, and agents are unable to staff contact centers. You can also utilize messaging services like WhatsApp to expand your customer reach outside the physical store. A final important area of focus is enabling self-service capabilities.

Customer Experience 59

Customer Experience Front-line service Self service Contact Center 59

Talkdesk

MARCH 24, 2021

Contact centers are mostly a human-to-human experience. There is an opportunity to revolutionize insurance and reinvent how carriers and brokers service their policyholders. 4 tips for instant policyholder service. to a digital environment also requires better contact center integration.

Automotive 53

Automotive Contact Center contact center solutions Cloud contact 53

OctopusTech

SEPTEMBER 29, 2022

Effective phone-based interaction is flexible and helps in reducing the costs of a call center. For example – Software for customer service should be able to provide calling support worldwide so that a contact center doesn’t have to spend money on international calling minutes or installing any hardware devices.

Customer Service 62

Customer Service CRM Self service Analytics 62

SmartAction

JANUARY 16, 2020

Now that the risks have been taken by the early adopters, this means the early majority will be implementing conversational AI at a rapid pace, moving automated customer service into the mainstream. Ok chatbots, you’ve had your fun. Talk is the new Type.

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Virtual Agent Self service Government Healthcare 54

Global Response

JANUARY 9, 2023

While B2B sales are commonly talked about, B2B customer service is often overlooked, even though customer service is just as essential for B2B sales as B2C (Business-to-Consumer) sales. B2B sales and customer service are common in all kinds of industries, from healthcare to marketing, technology to finance and more.

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B2B B2C Customer Service Self service 62

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

Playvox

MARCH 19, 2024

Some of the most common uses of AI have been game changers: Virtual assistants like Siri guiding us on our way and finding information in an instant Fraud detection from our financial institutions Medical diagnoses and healthcare Contact centers are no exception and stand to gain significant business and operational benefits from AI.

Contact Center 74

Contact Center Quality management Interactive Voice Response Coaching 74

bold360 Blog

MARCH 18, 2020

Here are 5 steps to address the CX challenges from COVID-19: 1. Enable self-service. Now that customers are home and business is anything BUT usual, customers are reaching out to contact centers in droves. Here are some ways self-service can help: Dynamic search bar. Conversational AI chatbots.

Self service 59

Self service Chatbots Healthcare Transportation 59

Hodusoft

JULY 16, 2021

Call Center and Contact Center Software Difference Complete Guide. Customer service is an integral part of the business. In the time of online retail and social media, most businesses realize the hidden value in customer service and its positive correlation to business success. Self-service feature.

Contact center software 52

Contact center software Contact Center Call Center Interactive Voice Response 52

Pointillist

NOVEMBER 18, 2021

There’s now more pressure than ever to digitize product experiences and create efficient, intuitive digital self-service opportunities for consumers. Using Pointillist, she sees that the decrease in approvals is linked to an increase in self-service chatbot usage and FAQ pageviews. Increase Digital Containment.

Self service 45

Self service Metrics Analytics Contact Center 45

AWS Machine Learning

NOVEMBER 26, 2023

As the demand for conversational AI continues to grow, developers are seeking ways to enhance their chatbots with human-like interactions and advanced capabilities such as FAQ handling. This new generation of AI-powered assistants can provide seamless self-service experiences across a multitude of use cases.

Self service 99

Self service Interactive Voice Response Chatbots Healthcare 99

Comm100

FEBRUARY 6, 2018

This CRM solution offers customer service and social media integrations, knowledge management for digital self-service, conversational bots and more. Comm100’s knowledge base can easily integrate with live chat, providing a better customer and agent experience through self-service.

CRM 42

CRM Enterprise SaaS Marketing 42