Lumoa

FEBRUARY 14, 2024

From social media posts to Google and Yelp reviews, every buyer can recount their customer experience with your company to a global audience. It is no wonder, then, that businesses have started paying much closer attention to their customer experience (CX) strategy.

Customer Experience 83

Customer Experience Chatbots Analytics SaaS 83

Creative Virtual

MAY 28, 2020

Do you have a chatbot or virtual agent on your roadmap? Do you need to upgrade a poor performing self-service tool? If so, you’ll want to reserve your spot now to join Creative Virtual and Engage Customer for their upcoming webinar, Tips for Deploying AI Chatbots & Virtual Agents.

Virtual Agent 52

Virtual Agent Chatbots Self service Best practices 52

SmartAction

OCTOBER 19, 2022

Conversational chatbots are one of the top market disruptors in call center automation. However, in recent years their use has declined as businesses have learned how difficult it is to properly maintain a chatbot that actually helps customers to accomplish their goals. Why is it So Hard to Implement and Maintain a Chatbot?

Chatbots 52

Chatbots Virtual Agent Interactive Voice Response Self service 52

Fonolo

JANUARY 17, 2023

Gartner reports that AI chatbots alone can save the contact center industry up to $80 billion in annual labor costs by 2026. Along with huge cost savings, AI will be a tremendous boon to customers longing for better self-service, and agents who need relief from repetitive taskwork. What Do Customers Value in CX?

Contact Center 154

Contact Center Interactive Voice Response Chatbots Average Handle Time 154

COPC

OCTOBER 26, 2023

AI is advancing rapidly and will have a revolutionary impact on customer experience. The potential of AI to enhance customer engagement, streamline operations, and foster efficiency is undeniable. This article explores the inner workings of AI assistants, showcasing their ability to provide direct answers to customer inquiries.

Technology 78

Technology Customer Experience APIs Consulting 78

Creative Virtual

JUNE 10, 2020

Chatbots, smart help, virtual assistants, virtual agents, conversational AI – there are lots of names for this automated, self-service technology being used today. Regardless of what you call it, the objective for including it as part of your customer service strategy is to deliver quick, easy access to information.

Virtual Agent 52

Virtual Agent Chatbots Telecommunications Self service 52

Myra Golden Media

APRIL 11, 2023

By optimizing your workforce, using technology, and fostering a culture of continuous improvement, you can deliver an exceptional customer experience while improving efficiency and reducing costs. This can involve sending post-interaction surveys or conducting focus groups to gain insights into customer needs and preferences.

Average Handle Time 156

Average Handle Time Contact Center First call resolution Analytics 156

Education Services Group

JULY 20, 2021

ESG’s own Madeline Evans, Britt Layman, and Marley Wagner joined last week’s ChurnZero webinar to discuss how high touch and tech touch engagement models can co-exist in Customer Success. Creating a company charter for your Customer Success initiatives is a good place to start. Watch it here if you missed it!).

Accountability 98

Accountability Chatbots Surveys Journey mapping 98

TeamSupport

JUNE 20, 2023

As customer support demand continues to increase by 11% per year, reduced staffing levels is causing 75% of customer service agents to face a serious risk of burnout. Lower productivity and less than satisfactory customer experiences. What happens when employees are burnt out? billion hours annually.

Best practices 97

Best practices Self service Chatbots Analytics 97

Avaya

NOVEMBER 2, 2017

At the recent Monage Conference , where Jeff Pulver invited me to speak, I talked about chatbots and shared how they can transform customer experiences for large enterprises. It was a perfect topic for the mix of customers and entrepreneurial chatbot developers in attendance. The Avaya Solution.

Chatbots 57

Chatbots Enterprise Customer Experience Contact Center 57

COPC

JUNE 9, 2023

Artificial intelligence (AI) is rapidly transforming the customer experience (CX) industry, offering businesses new opportunities to enhance their operations. So, let’s embark on this AI-powered journey together and unlock the true potential of customer experience. Nexcom A/S and COPC Inc.

Customer Experience 116

Customer Experience Analytics Technology Average Handle Time 116

CSM Magazine

JULY 4, 2019

Customer service and experience has changed beyond recognition. From self-service to social media and automated chatbots, you have a plethora of opportunities to provide your customer with an amazing CX. As the customer journey becomes more multichannel, so too must your strategy.

Customer Service 45

Customer Service Multichannel Gamification Chatbots 45

CSM Magazine

NOVEMBER 27, 2019

Register for this free webinar and join us on Thursday, Dec 12, 2019 11:00 AM – 12:00 PM CST (5:00 PM – 6:00 PM GMT). (If The current scope of AI and automation, to what extent can the rise of intelligent self-service tools and AI based chatbots replace the human touch?

Customer Service 52

Customer Service Chatbots Self service Consulting 52

Verint

APRIL 2, 2018

What would happen if self-service were more accessible, easier to use, and capable of resolving considerably more complex issues without escalating to an agent? Artificial Intelligence has the potential to redefine what’s possible in self-service. IVAs and Bots. But keep in mind the technology is just a means to an end.

Self service 42

Self service Chatbots Enterprise Best practices 42

Creative Virtual

AUGUST 5, 2020

A new survey conducted by Econsultancy and Marketing Week with marketers around the world found that, among customer-facing organisations with £50 million or more in annual revenue, 63% of respondents said they observed a “strong trend” of consumers adopting digital features more quickly as a result of COVID-19.

Virtual Agent 52

Virtual Agent Customer Experience Chatbots Self service 52

Enghouse Interactive

OCTOBER 21, 2020

Access the On-Demand Webinar Playback of “How AI-Enabled Super-Agents Improve CX” with Kate Leggett , Vice President and Principal Analyst Service Application Development and Delivery, Forrester Research, with Steve Nattress , Director, R&D and Jacki Tessmer , Vice President – Product Marketing, Enghouse Interactive.

Self service 76

Self service Contact Center Benchmark Chatbots 76

bold360 Blog

SEPTEMBER 25, 2019

Last month I had the pleasure of sitting down with Patrick Quinlan, Senior Manager for Self-Service and Analytics at Citrix. We discussed a challenge facing many organizations I have met with: How can you increase call deflection while giving customers a better experience AND solve their problems in a more efficient way?

Customer Experience 49

Customer Experience Chatbots Self service Analytics 49

SmartAction

JUNE 9, 2023

Some notable examples include: Chatbots : Chatbots are AI-powered virtual agents, built in-house or by third-party vendors , that engage in text-based conversations with users. They are widely used in customer support, providing 24/7 assistance. Chatbots often answer FAQs, and guide users through various processes.

Virtual Agent 74

Virtual Agent Chatbots Self service Feedback 74

Enghouse Interactive

JUNE 17, 2020

Register for our Webinar with Robin Gareiss, President and Founder of Nemertes Research . Blog #1 Enhancing the Customer Experience. As we know, Teams does not offer a customer experience/engagement solution per se. Help Customers Help Themselves with Self-Service. ChatBots (a.k.a.

Interactive Voice Response 52

Interactive Voice Response Self service Abandon rate Contact Center 52

NobelBiz

FEBRUARY 27, 2024

When companies implement specific tools and best practices, they can significantly improve their customer experience (CX), increase agent performance, and ensure high-quality service. The ultimate objectives are crystal clear: Boost Customer Satisfaction : Happy customers are loyal customers.

Best practices 104

Best practices Call Center Interactive Voice Response First call resolution 104

Serenova

AUGUST 5, 2019

The message is clear: Brands that set themselves apart by creating exceptional customer experiences rise above the competition. Consistently creating those experiences, though, requires a holistic approach that incorporates organizational and operational change into contact center architectural design. Every time.

Customer centricity 40

Customer centricity Contact Center Interactive Voice Response Customer Experience 40

SmartAction

MARCH 7, 2023

Companies will continue leveraging existing “off-the-shelf” technology, but we will also see businesses finding ways to utilize their own intellectual property to drive a more meaningful, human-like experience. Conversational AI is the key to augmenting existing technology with a company’s IP.

Multichannel 85

Multichannel Virtual Agent Self service Accountability 85

LiveChat

JANUARY 20, 2017

In this post, I’d like to focus on customer experience trends. Here’s how customer service of the future will look like. A quick history of customer service. Before we get to the future of customer service, let’s see how it looked in the past. Trend #2: Self-service.

Customer Service 62

Customer Service Customer Experience Chatbots Self service 62

Creative Virtual

JUNE 7, 2022

Some of you may remember the days when companies wanting to implement customer support on their website believed they had to make a decision: either a virtual agent or live chat; either automated self-service or human-assisted web chat. Because of this, the functionality of their virtual agent tools is limited.

Virtual Agent 52

Virtual Agent Self service Chatbots Metrics 52

Enghouse Interactive

FEBRUARY 9, 2021

In our last blog , we explored how successful companies outperform customer expectations by leveraging video – a communications channel that customers have come to prefer. Blog #3 of 4: Customer-facing agents. Chatbots for Customers (31.0% Chatbots simplify and optimize issue resolution.

Self service 66

Self service Contact Center Chatbots Average Handle Time 66

Mindtouch

JUNE 4, 2020

Over the last three years, through a vigorous process of trial and error, MindTouch has developed a time-to-value focused methodology for customer self-service. This information is particularly relevant now as the pressures of a global pandemic cause all businesses to reassess how they provide a meaningful customer experience.

Self service 62

Self service Contact Center Chatbots Analytics 62

bold360 Blog

OCTOBER 18, 2019

The interest in Customer Experience (CX) is only growing day by day, with many companies seeing the opportunity to delight their customers and drive their business forward. This leaves many companies stuck on where and how to start on their journey towards improv ing their customer experience strategy. .

Customer Experience 40

Customer Experience Chatbots Self service Personalization 40

NICE inContact

JULY 31, 2019

The global evidence is telling : when it comes to self-service, customers want highly personalized, data-driven digital experiences. Is conversational AI the next big thing in customer experience? Dig deeper into conversational AI in our upcoming webinar. What’s your favorite instrument?).

Customer Experience 56

Customer Experience Banking Interactive Voice Response Contact Center 56

Babelforce

NOVEMBER 4, 2021

You can use chatbots to automate WhatsApp conversations. You’ll be able to answer customer queries without them ever speaking to your team – cutting costs in the process. You just need to create self-service flows. Offer customers several options to choose from when they start a conversation to help them find answers.

Customer Support 98

Customer Support Contact center software Contact Center Self service 98

Solvvy

DECEMBER 17, 2019

AI brings real, tangible benefits to businesses and customers alike and has been identified by Gartner as one of the top 10 strategic trends every year since 2015. But how is AI being utilized in customer experience today, and how will it be utilized moving forward? Staying Ahead of the Wave .

Self service 62

Self service Banking Chatbots Technology 62

NICE inContact

MARCH 5, 2019

Self-service and mobile app use are both rapidly on the rise? Three out of four customers will leave over bad service? 89% of customer are willing to buy more from a company delivering exceptional service? Other “future” developments—chatbots and AI—are already here, right now. REGISTER NOW.

Chatbots 67

Chatbots Benchmark Self service Customer Experience 67

Fonolo

JANUARY 31, 2018

Will this be the year that messaging platforms from Facebook, Apple and others reach critical mass as a channel for customer service? Will the AI / chatbot hype start to live up to its promise? Their “Inner Circle Guide to Self-Service” was included in our last report round-up post.) Plus So Much More!

Contact Center 141

Contact Center Chatbots Finance Healthcare 141

Solvvy

OCTOBER 30, 2020

In some cases, your product or service requires how-tos in order to maximize customer experience. Without seeking out this information, you lose out on return business because customers may never find their value. Improving on Traditional Chatbots . On top of that, chatbots are complex and time-consuming to code.

Customer Service 48

Customer Service Chatbots Self service Analytics 48

CX Global Media

MAY 11, 2020

AI can be useful in various industry sectors and service situations. You also need to know how to apply AI to enhance your customers’ experience effectively. Studies have shown that using AI in the contact center can either improve or diminish customer engagement and retention. Customer Attitudes Towards AI.

Contact Center 194

Contact Center Technology Customer centricity Customer emotions 194

Solvvy

APRIL 11, 2022

People are more stressed than ever, so it’s no surprise that customer service agents are feeling the heat when interacting with customers frustrated by shipping delays, product supply issues, website questions and…bad days. So how can we de-escalate angry customers? Extended Q&A.

Construction 91

Construction Wait times Chatbots Self service 91

Enghouse Interactive

JULY 7, 2020

Register for our Webinar with Robin Gareiss, President and Founder of Nemertes Research. In our first blog, we explored how Microsoft Teams, when integrated into a Contact Center, helps provide a better experience for the end-customer. Self-Service Helps Agents Too. Ad Hoc and Quicker Access to Expertise.

Self service 52

Self service Contact Center CRM Quality management 52

Serenova

DECEMBER 4, 2019

Analytics are becoming vital to bring about improvements to the agent experience—ultimately reducing turnover rates and improving the service agents deliver. The performance analytics can deliver advice to analysts in a self-service manner, with critique of their verbal queues, tone of voice, speed of talking, etc.

Analytics 89

Analytics Chief Customer Officer Gamification Coaching 89