Hodusoft

DECEMBER 16, 2022

Call Center Technology Trends Every Business Leaders Must Know. More than 80% of customers demand that a business’s support service be as good as their product. More than 80% of customers demand that a business’s support service be as good as their product. into a single platform.

Call Center 52

Call Center Technology call center software virtual call center 52

TechSee

SEPTEMBER 21, 2023

Designing Sophie: Generative AI for Service & CX We began working on Generative AI for service about seven years ago, as the shortcomings of chatbots and virtual assistants like Siri and Alexa became clear. These chatbots demanded a lot of effort from users and administrators. The AI will walk you through the rest.

Engineering 109

Engineering Enterprise Chatbots Self service 109

TechSee

APRIL 26, 2021

Whether it’s improving self-service channels to provide customers with speed and effortless service or building personal connections through assisted channels, making it easy for customers to interact with the company is crucial. Live Visual Assistance also sets the stage for agents to drive revenue through upsells.

Contact Center 109

Contact Center Self service Upselling Call Center 109

Inbenta

DECEMBER 14, 2021

They’re turning to online channels for self-service insurance information and support — instantly, seamlessly, and at any time. And chatbots that harness artificial intelligence (AI) and natural language processing (NLP) present a huge opportunity. Chatbot use cases for policyholders. Discover: Answer frequent questions.

Chatbots 52

Chatbots Upselling Average Handle Time Analytics 52

Fonolo

FEBRUARY 2, 2023

If so, you need to familiarize yourself with the latest tools and technology. Simply put, automation is the practice of using software or technology to address time-consuming or repetitive tasks in your call center operation. Call center automation software is essential to accomplishing this goal. Is your business up to the challenge?

Call Center 140

Call Center Interactive Voice Response First call resolution Self service 140

Quiq

NOVEMBER 22, 2021

Share This Story Turning Chatbots Into Virtual Shopping Assistants. In this guide, we’ll provide all the details on virtual shopping assistants, including the benefits to shoppers and retailers, how retailers are using chatbots as virtual shopping assistants, and how to get started with Quiq.

Chatbots 52

Chatbots Sales Upselling Personalization 52

JivoChat

JULY 29, 2021

And 40% of consumers don’t care whether it’s a chatbot or a person providing customer service. So why not delegate some of your customer service tasks to chatbots and free up valuable time for your live agents? But there’s another option: Chatbots with artificial intelligence (AI). What is an AI Chatbot?

Chatbots 52

Chatbots Sales APIs Enterprise 52

CSM Magazine

FEBRUARY 1, 2022

Telefonica is now looking to deliver wider-scale digital services transformation for customers and employees, even higher productivity and further service innovations. Customers can also experience transformed services by self-serving through any digital channel – via dynamic digital interfaces with simple robot-guided interactions.

Technology 52

Technology Interactive Voice Response Self service Upselling 52

ShepHyken

JULY 31, 2020

It involves all the different ways that you, as a brand, interact with the customer and constitutes of three main components: Customer service. Technology. 4 Ways to Combine Customer Service and Customer Experience to Grow Your Business. Not only that, but co-browsing is also a fantastic way to spot issues with your UX.

Customer Experience 268

Customer Experience Customer Service Chatbots Upselling 268

CSM Magazine

FEBRUARY 1, 2022

Telefonica is now looking to deliver wider-scale digital services transformation for customers and employees, even higher productivity and further service innovations. Customers can also experience transformed services by self-serving through any digital channel – via dynamic digital interfaces with simple robot-guided interactions.

Technology 52

Technology Interactive Voice Response Self service Upselling 52

SmartAction

JUNE 9, 2023

Let’s explore this growing technology by understanding what it truly is, reviewing some examples of its applications, diving into its inner workings, and highlighting the associated benefits and challenges businesses and contact centers should consider. Chatbots often answer FAQs, and guide users through various processes.

Virtual Agent 72

Virtual Agent Chatbots Self service Feedback 72

JustCall

AUGUST 8, 2023

Service industries across the world are facing an AI and automation overhaul. Contact centers are a great example of how technology can be used to make jobs more efficient. Virtual Agents AI chatbots can understand and respond to customer queries in real time. This minimizes wait times and increases customer satisfaction.

Contact Center 52

Contact Center Interactive Voice Response Customer Service Virtual Agent 52

SmartAction

OCTOBER 25, 2023

Join me as we dive into why leveraging conversational AI in the voice channel cannot be ignored or underestimated and why businesses should seize the opportunity to invest in this transformative technology. They opted for other channels or, worse, turned to competitors offering more user-friendly service.

Interactive Voice Response 88

Interactive Voice Response Customer Service Virtual Agent Self service 88

SharpenCX

FEBRUARY 24, 2023

Hyperpersonalized customer service In the competitive world of consumer banking, it’s more important than ever to offer an outstanding customer experience. That means providing hyperpersonalized service across all channels, from your brick-and-mortar locations, to social media and voice, to chatbots and beyond.

Banking 76

Banking Personalization Customer Experience Chatbots 76

Spearline

DECEMBER 19, 2022

Many of us are realizing that some of our decisions were a little hasty, while others have come to the realization that their tech stacks are just not sufficient for the still shifting contact center technology sands. The omnichannel experience Customers expect their journey with your service to be one, seamless informational river cruise.

Contact Center 52

Contact Center Interactive Voice Response Self service Gamification 52

JustCall

AUGUST 7, 2023

The concept of using conversational AI for customer service is not an alien one. Whether it’s AI streamlining service operations or AI improving customer experience, the field of customer service has greatly benefitted from this emerging technology.

Sales 52

Sales Chatbots Self service Accountability 52

Global Response

FEBRUARY 26, 2024

Let’s explore how to improve your customer service. Leveraging technology to improve customer service One of the easiest ways to improve customer service skills in call centers today is to leverage technology effectively. Install chatbots on your website, social media platforms, and mobile apps.

Call Center 62

Call Center Customer Service outsourcing CRM 62

Netomi

MARCH 24, 2023

Customer service (CS) platforms have been adopting conversational AI at incredible rates as consumers expect a higher quality customer experience. The focus for newly emerging technologies has been predominantly on user interface (UI) and aesthetics rather than functionality and performance.

Chatbots 52

Chatbots Abandon rate Contact Center Upselling 52

TechSee

MARCH 24, 2021

This maturity improves their level of service, enhances the customer and employee experience, optimizes costs, and generates revenues from upsells. The visual customer assistant can deliver full self-service resolutions without interactions with human agents – think of this as a chatbot that can see.

Self service 109

Self service Upselling Chatbots Contact Center 109

CCNG

OCTOBER 19, 2022

(Adobe, 2022) 75% of marketing & CX practitioners have observed a surge in existing customers using digital channels (Adobe, 2022) 74% of CX professionals say creating a seamless customer journey across assisted and self-service channels is “important” or “very important.” Deloitte, 2021) 80.1% Deloitte, 2021) 80.1%

Customer Experience 195

Customer Experience Journey mapping Metrics Surveys 195

Expivia

NOVEMBER 9, 2020

My team and I are beginning to talk about budgeting and technologies for 2021, and now is the time for us to start making some hard decisions. I see this a lot with cross-sell/upsell. We used to work for a large financial services organization. Nice InContact I know will be releasing this technology soon. Social Media.

Call Center 52

Call Center Customer Service Upselling Chatbots 52

Fonolo

APRIL 6, 2020

Whether it’s on social media, chatbot or other AI technology features, it’s important to know what your customers want and use tools that will help you increase your ROI. We’re going to walk you through some of the best remote contact center technology and apps to use for your business and remote teams.

Contact Center 108

Contact Center Average Handle Time Call Center Multichannel 108

VocalCom

APRIL 9, 2018

While artificial intelligence helps brands deliver personalized customer experiences, the technology also offers another major benefit: proactive customer service. Here are five ways in which your brand may use AI to deliver proactive customer service. Use text analytics to offer superior service. Keep customers updated.

Customer Service 48

Customer Service Self service Contact center software Chatbots 48

Global Response

DECEMBER 23, 2022

If you’re outsourcing your customer service to an expert team, your software choices will be easy—your provider will already have best-in-class technology, and an expert team to manage, use and streamline it to provide effective and quality service for your company.

Call Center 62

Call Center Interactive Voice Response call center software Contact Center 62

Comm100

FEBRUARY 20, 2018

It’s hard to remember a time when Chatbots weren’t a hot (albeit, polarizing) topic in the customer service and tech industries. From customized Chatbots on major brand websites to Siri and Alexa in our own homes, it seems like Chatbots have entered the discussion (and our lives) for good. Why Chatbots?

Chatbots 50

Chatbots Contact Center Benchmark Chief Customer Officer 50

Calltools

OCTOBER 19, 2022

Your values might include accountability, respect, and customer service. Upsell and cross-sell products to increase holiday contact center revenue. There are various KPIs you can track on gamification dashboards: Agents who upsell or cross-sell the most products within a period. Omnichannel Solutions for Self-Service.

Contact Center 52

Contact Center Gamification Upselling Scripts 52

Enghouse Interactive

MAY 14, 2021

The overall potential of AI within customer service has now been a hot topic for several years – but where does it deliver real benefits and what is the state of AI deployment? The key finding is that AI is spreading, with a growing number of use cases identified by customer service teams. Underpin AI with knowledge and data.

Self service 40

Self service Analytics Chatbots Metrics 40

JivoChat

JULY 7, 2021

Our technological world means the customer journey often takes place entirely online, so digital engagement is more important than ever. Your customer might engage with your brand by visiting a website and clicking a CTA, reading a blog post, conversing with a chatbot , “liking” a social media ad, or even participating in a webinar.

Chatbots 52

Chatbots Self service Upselling Sales 52

ProProfs Blog

SEPTEMBER 28, 2018

Although we have chatbots in place to accomplish the goal. Chatbots do not create lasting impressions with your customers. Is C-3PO going to be able to upsell a customer on another product/service your company makes because of his positive interactions with them? Well, the answer to all the above questions is – yes.

B2B 159

B2B Chatbots Upselling Interactive Voice Response 159

VHT

SEPTEMBER 10, 2018

Although some still consider AI to be a futuristic buzzword more than a technology of today, the reality is it can no longer be downplayed and ignored. AI-powered chatbots enable this to happen by providing 24×7 service. Where Technology and Humans Meet. AI: Redefining the Contact Center.

Customer Experience 48

Customer Experience Chatbots Self service First call resolution 48

Method:CRM

AUGUST 25, 2022

How customer service has changed. Before we had telephones, people had to go to the store or write a letter to get customer service. However, the rapid development of communication technology and world events like COVID-19 have fundamentally changed the landscape of customer service. Customer service with empathy.

CRM 52

CRM Chatbots Self service Customer retention 52

Revation Systems

JANUARY 18, 2023

Digital customer service, or DCS, is one of these relatively new trends, and it has gained some popularity among businesses. What is Digital Customer Service (DCS)? It refers to the support businesses provide through online channels, such as chatbots, email, social media, and similar platforms. So what is DCS?

Customer Service 62

Customer Service Enterprise Self service Upselling 62

Hodusoft

AUGUST 9, 2021

Enable self-service. One of the time-saving and user-friendly tactics that customer contact centers can enable is self-service. Using IVR or pre-recorded messages most of the tasks can be automated saving precious time for customer service agents and customers. Iterate and improve. There is no wait time.

Social media contact 105

Social media contact Contact center software Contact Center Interactive Voice Response 105

Avaya

APRIL 15, 2019

Enables new sales or upsell (12%). However, early success metrics among those using AI show that customer ratings actually increased by 45% after they introduce AI, mostly in the form of chatbots. For example, ignoring one of the most popular AI derivatives—chatbots—will put companies at a competitive disadvantage.

Customer Experience 47

Customer Experience Chatbots voip Upselling 47

Enghouse Interactive

SEPTEMBER 17, 2021

AI is already being used to deliver automated answers for routine queries through channels such as web self-service and chatbots. Extending AI to other channels will help increase performance, better support agents and uncover new opportunities, such as for upselling and cross selling. Download it here.

Upselling 52

Upselling Chatbots Self service Marketing 52

VHT

OCTOBER 18, 2018

These five proven technologies will help meet that challenge, especially when deployed in innovative, customer-savvy applications. People love using chatbots for simple tasks. They can also access customer history, account information and product lists to personalize service or offer upsells.

Contact Center 48

Contact Center Gamification Employee engagement Chatbots 48

JivoChat

APRIL 13, 2021

Automating customer service isn’t a fad. While some fears of chatbots stealing jobs persist, the reality is that customers now prefer the convenience of support automation, and businesses are profiting in many ways. Chatbots will drive $142 billion in consumer spending by 2024 — a meteoric surge from $2.8 Enables self-service.

Customer Service 40

Customer Service Chatbots Self service Abandon rate 40