Creative Virtual

APRIL 16, 2020

Delivering excellent customer service is more important than ever, as it can be a real ‘make it or break it’ experience for customers looking for quick answers in these uncertain times. I’m going to describe a retail bank’s response to this demand.

Customer Support 52

Customer Support Virtual Agent Banking Self service 52

SmartAction

APRIL 1, 2020

SmartAction is responding to the current crisis with a Rapid Response Virtual Agent that intercepts callers with a seamless channel switching experience to answer commonly asked questions and even screen callers to create an escalation path (e.g. How a Rapid Response Virtual Agent Works. For a live demo, visit [link].

Virtual Agent 57

Virtual Agent Contact Center Healthcare Government 57

SmartAction

JANUARY 16, 2020

According to Gartner’s 2019 Hype Cycle for Customer Service & Support Technologies, Virtual Customer Assistants have just eked out beyond the “Peak of Inflated Expectations” and into the “Trough of Disillusionment.” For example, scheduling appointments used to be a huge hang-up for Virtual Agents.

Virtual Agent 54

Virtual Agent Self service Government Healthcare 54

Interactions

MAY 28, 2020

As governments plan a phased approach to open up businesses, consumers are both excited and cautious about their safety and welfare. So how can businesses redefine their customer experience or customer service strategy to fit this world? How did they treat their customers during the pandemic? ” .

Journey mapping 83

Journey mapping Virtual Agent Self service Government 83

Creative Virtual

SEPTEMBER 17, 2019

It’s hard to find anyone involved with the chatbot and virtual agent industry who hasn’t heard the cautionary tale of Microsoft’s AI chatbot Tay. The industry suddenly became saturated with both false promises about the capabilities of the technology and a plethora of new start-ups claiming to have AI-powered customer service bots.

Chatbots 40

Chatbots Virtual Agent Enterprise Self service 40

DMG Consulting

APRIL 11, 2022

The cloud helped support the migration from on-site to work-at-home (WAH), analytics provided insight into the voice of the customer (VoC) and employee (VoE), and artificial intelligence (AI) and automation boosted contact center performance. A primary cause is the lack of governance. There is no going back. Final Thoughts.

Real estate 48

Real estate Government Virtual Agent Contact Center 48

DMG Consulting

JANUARY 29, 2021

If scientists around the world could develop a series of vaccines for a previously unknown virus in less than 9 months, governments should be able to figure out how to distribute and administer it efficiently, though this is a complex logistics and distribution challenge for which there are proven solutions. Select all that apply).

Contact Center 62

Contact Center Interactive Voice Response Self service Analytics 62

Avaya

APRIL 10, 2019

In Nemertes’ 2018-19 Digital Customer Experience research study of 697 organizations, we found companies already are relying on AI to transform their customer experience. Companies that use any form of AI have seen incredible success metrics, including the following: 95% increase in new customers. 39% growth in digital sales.

Contact Center 71

Contact Center Analytics voip Virtual Agent 71

Creative Virtual

DECEMBER 13, 2018

It’s been another exciting year not only for Creative Virtual as a company, but also for the virtual agent, chatbot and live chat industry, with lots of new developments and innovation. This was the fourth time a group of runners from Creative Virtual did a 10k in support of the RSPCA.

Virtual Agent 40

Virtual Agent Transportation Chatbots Multichannel 40

EPIC Connections

OCTOBER 20, 2017

By adding workforce- and process-focused services to their inContact solutions, EPIC empowers inContact customers to build and execute comprehensive technology transformations. EPIC Connections is a global customer engagement and contact center consulting company. About EPIC Connections. www.nice.com.

Contact Center 38

Contact Center Virtual Agent Self service Enterprise 38

Fonolo

JANUARY 4, 2022

Customer service expectations continue to increase, and only the best businesses keep up. The statistics show that superior customer experiences generate more return customers, increased loyalty, and higher profits. Statistics that Demonstrate the Value of Good Customer Service. Source: Bain&Co.

Customer Service 142

Customer Service Contact Center Call Center Chatbots 142

Fonolo

APRIL 4, 2023

Customer service expectations in the contact center continue to increase, and only the best businesses keep up. Customer service statistics show that superior CX generates more return customers, increases loyalty, and helps generate higher profits. Source: ArenaCX Customers are 5.1

Contact Center 81

Contact Center Customer Service Call Center Chatbots 81

3CLogic

JANUARY 24, 2024

AI in customer service does have its limitations. As explained by Aragon Research , “the major challenges in AI often revolve around information quality and integrity, ethics, change management, security, and governance.” In today’s contact center, the agent is still the most versatile form of customer service available.

Contact Center 64

Contact Center Virtual Agent Self service CRM 64

Dialer 360

SEPTEMBER 7, 2018

Same time technological innovation as process automation or virtual computing. Industries are aware of poor customer service that can prove to detrimental. Business, keep these companies are leaving no stone unturned to deliver top notch customer. The customer is looking for self-service. Conclusion.

outsourcing 20

outsourcing Call Center Contact Center Education 20

CSM Magazine

JUNE 12, 2020

Emergent technologies have forever changed traditional customer service support. Lampton look at the state of customer service in the digital age. Rising customer expectations and increasing brand loyalty competition are driving the need to provide greater value-driven service to both consumers and stakeholders.

Customer Service 52

Customer Service Omni-channel support Virtual Agent Chatbots 52

DMG Consulting

FEBRUARY 7, 2023

Making Contact Centers More Secure Many years ago, when I was managing a credit card customer service contact center, one of our clients threatened to bomb our office. The agent who received the threat followed protocol and the issue was immediately brought to my attention, as the head of the department.

Contact Center 48

Contact Center Interactive Voice Response Self service Virtual Agent 48