Enghouse Interactive

JUNE 17, 2020

Register for our Webinar with Robin Gareiss, President and Founder of Nemertes Research . IVR / Mobile IVR / Chatbots / CRM integrations. ChatBots (a.k.a. Virtual Assistants) complement the IVR and have become a powerful self-service tool as well. Transform the Contact Center with Microsoft Teams (blog series).

Interactive Voice Response 52

Interactive Voice Response Self service Abandon rate Contact Center 52

Enghouse Interactive

JULY 7, 2020

Register for our Webinar with Robin Gareiss, President and Founder of Nemertes Research. At the same time, a contact center chatbot can “listen in” to the call to monitor how the call is progressing and provide appropriate agent guidance regarding additional customer service solutions. Ad Hoc and Quicker Access to Expertise.

Self service 52

Self service Contact Center CRM Quality management 52

teleopti

DECEMBER 16, 2019

Why not infuse AI into the employee experience by using chatbots that learn from existing WFM data to help people manage their work-life balance? The latest predictive and prescriptive analytics provide anticipatory insights into call volumes while suggesting data-driven best practices to exceed service levels.

Analytics 73

Analytics First call resolution Contact Center Chatbots 73

Fonolo

OCTOBER 31, 2018

Here’s a great example: Alight’s “Lisa” Empowers Self-Service Customer Decisions for HR Benefits Enrollment. They claim their new chatbot reduced live chat engagements by 67%. Last week we did a webinar on this topic. Learn how to become an expert in Service Level Agreements (SLAs). Impressive results.

Call Center 105

Call Center Self service Technology industry standards 105

Serenova

JUNE 24, 2020

Service levels will necessarily differ to some degree across channels because some requests are too complex or sensitive for a web app or chatbot to handle and require live agents for resolution. Chatbots integrated with agent desktops allow consumers to stay in the chat channel when they need help.

Contact Center 98

Contact Center Multichannel contact center solutions Cloud contact 98

JivoChat

APRIL 8, 2021

Ultimately, customer engagement tools help foster a stronger bond between companies and customers, enhancing the buyer experience and the company’s performance and service levels. The main advantages of chatbots for customer engagement are that chatbots can operate 24/7, without breaks or human errors.

Sales 52

Sales Chatbots Brand ambassadors Surveys 52

Serenova

JUNE 24, 2020

Service levels will necessarily differ to some degree across channels because some requests are too complex or sensitive for a web app or chatbot to handle and require live agents for resolution. Chatbots integrated with agent desktops allow consumers to stay in the chat channel when they need help.

Contact Center 98

Contact Center Multichannel contact center solutions Cloud contact 98

Comm100

MARCH 27, 2023

Higher Education Chatbots – Everything You Need to Know In the competitive world of higher education, providing students with the very best support is key to increasing enrollment, improving student satisfaction, and reducing drop-out. This is where higher education chatbots come into play.

Education 64

Education Chatbots Wait times Surveys 64

Hodusoft

FEBRUARY 29, 2024

Service Level Agreement (SLA) Compliance Meeting SLAs and response time commitments is crucial for customer satisfaction. Striking a balance between quick issue resolution and maintaining service quality can be challenging. Almost three-fourths of customers would connect with brands that provide multi-channel customer service.

Call Center 52

Call Center Abandon rate call center software Omni-channel support 52

Enghouse Interactive

FEBRUARY 5, 2021

That means that businesses need to ensure that they have the cloud-based solutions in place to monitor, manage, support and report on customer service, wherever agents are based. They require up-to-date visibility of call queues to ensure service levels are met, if necessary by adding more resources.

Self service 40

Self service Coaching Chatbots Quality management 40

Serenova

JUNE 24, 2020

Service levels will necessarily differ to some degree across channels because some requests are too complex or sensitive for a web app or chatbot to handle and require live agents for resolution. Chatbots integrated with agent desktops allow consumers to stay in the chat channel when they need help.

Call Center 40

Call Center Multichannel Contact Center contact center solutions 40

CSM Magazine

MARCH 27, 2020

Self-serve : or “self-service” is anything that a customer can do to support themselves on their own, like read user documentation about your product or service, listen to a webinar, or visit a community forum where they can interact with other customers. This could be a help center, blog, or another type of educational tool.

Customer Support 52

Customer Support Self service Feedback Upselling 52

ChurnZero

JUNE 27, 2023

Objective internal: Product usage, degree of utilization, engagement with high-value features, support tickets and service level agreement (SLA) concerns. Some of these include in-app communication and walkthroughs, chatbots , customer communities, knowledge bases, videos, and webinars, to name a few.

Journey mapping 52

Journey mapping SaaS Customer advocacy Finance 52

NobelBiz

OCTOBER 17, 2023

Dive into the world of compliance with our On-Demand Webinar: “Outbound Compliance Survival Kit.” Customer Experience For call centers, striking the right balance between leveraging automation for efficiency and ensuring personalized customer service becomes pivotal.

Call Center 59

Call Center Management Contact Center Analytics 59

Enghouse Interactive

JULY 1, 2021

It also empowers them to provide a personal service by giving access to the tenant’s full interaction history. New channels, such as self-service and chatbots can further improve efficiency by automating routine queries such as paying rent. Support the move to blended working. Technology has an important role to play here.

Customer Service 56

Customer Service Self service Chatbots Analytics 56

JivoChat

JUNE 1, 2021

If your support or service level is lacking at any customer touchpoints, the buyer’s experience may suffer. A good example is to hold an online webinar, which is a touchpoint that allows you to present your offer to prospects, and potentially generate leads or sales. Network referrals. Content inventory.

CRM 52

CRM Advertising Chatbots Surveys 52