UJET

NOVEMBER 3, 2020

AI solves this problem by routing customers to the ideal customer service solutions quickly. A customer calling to ask about store hours, for instance, may be routed to a self-service option or Virtual Agent , while more complex queries will be routed to a human agent. AI Streamlines Agent Training.

Customer Service 82

Customer Service Virtual Agent Interactive Voice Response Gamification 82

GetFeedback

APRIL 17, 2019

Others consider their situation to be too difficult, sensitive or nontrivial for your service reps to help. Creating a self-service customer portal helps to avoid such situations. Before thinking about contacting your customer service, people will have an opportunity to look through knowledge articles on your portal.

Customer Service 102

Customer Service CRM Self service Gamification 102

Hodusoft

FEBRUARY 9, 2022

The platform also presents enterprises with an opportunity where they can proactively resolve issues even before they arise by educating consumers on the finer nuances of their product and services and setting expectations right. Self-service. The new-gen customer is tech-savvy and independent. The way forward.

Contact Center 98

Contact Center Technology Contact center software Chatbots 98

UJET

NOVEMBER 3, 2020

AI solves this problem by routing customers to the ideal customer service solutions quickly. A customer calling to ask about store hours, for instance, may be routed to a self-service option or Virtual Agent , while more complex queries will be routed to a human agent. AI Streamlines Agent Training.

Customer Service 72

Customer Service Virtual Agent Interactive Voice Response Gamification 72

CSM Magazine

FEBRUARY 17, 2021

Right now, it’s working from home (WFH) which presents significant challenges for many, and addressing these challenges successfully is critical at a time when customer expectations are also changing. The cloud allows the use of intelligent automation to create a self-regulating contact centre.

Gamification 52

Gamification Analytics Employee engagement Quality management 52

DMG Consulting

OCTOBER 4, 2018

The funny thing about this is that over 35 years ago when KM first came to market, it was presented as AI. Gamification techniques are being used to track and reward knowledge contributors and knowledge users. The knowledge management (KM) market is experiencing a resurgence, driven by the artificial intelligence (AI) revolution.

Management 72

Management Virtual Agent Gamification Technical Support 72

Hodusoft

MAY 17, 2021

Worried customers put out all sorts of questions on loans, deferred payments, investment, mortgage etc to their customer service agents. While they present an untapped opportunity for the financial services sector to build trust with their customers, modern-day perils of cyber security and financial frauds cannot be overemphasized.

call center software 52

call center software Call Center Interactive Voice Response Banking 52

OctopusTech

SEPTEMBER 29, 2022

Important Features Of Customer Service Software. While there is a considerable difference between different software depending on the scope and usage, there are still certain common features that are present in all customer service management software. Provide a customized customer support service. Live chat software.

Customer Service 62

Customer Service CRM Self service Analytics 62

Verint

MARCH 19, 2018

Gamification: functional and fun. Successful communities used for Intelligent Self-Service, to answer questions and solve problems, are made up of members that know the rules, are motivated to achieve the goals, and are willing to help. Successful communities used for Intelligent Self-Service are neither hierarchical nor rigid.

Self service 33

Self service Gamification Contact Center Sales 33

Hodusoft

AUGUST 9, 2023

With features such as multi-level Interactive Voice Response (IVR), skill-based routing , self-service solutions such as chatbots, knowledge base routing, frequently asked questions (FAQs) and more, high-quality multi-tenant contact center software can increase FCR by leaps and bounds.

Contact center software 52

Contact center software Contact Center Customer Service Agent burnout 52

Vonage

MARCH 26, 2018

According to Forrester, while self-service technologies now enable consumers to handle many routine tasks easily, across many devices and channels, there is a sense that “we’ve cut the soul out of customer interactions by removing the person-to-person connection.”. Building a personal connection.

Customer Experience 48

Customer Experience Best practices Interactive Voice Response Gamification 48

Balto

SEPTEMBER 12, 2023

The transformative shift to digital interactions has changed customer expectations to include 24/7 self-service and personalized and consistent digital experiences across different channels and platforms. Another convenient self-service option is the knowledge base. Evolving customer expectations.

Customer Experience 52

Customer Experience Customer centricity Coaching Analytics 52

Fonolo

JUNE 17, 2015

Use incentives and gamification. cctr #training #storytelling Click To Tweet This empowers employees to make their own improvements, as well as adds an element of gamification for your most competitive agents. Use incentives and gamification. Add a few gamification elements and your call center will be singing.

Call Center 96

Call Center Gamification Coaching Contact Center 96

JustCall

AUGUST 10, 2022

Advanced analytics : The data visualization and analytics feature make it easy to present your team’s results and make real-time decisions. Nextiva has a web app and a mobile app for remote servicing and integrates with business solutions like ServiceNow, Salesforce, and Zendesk. Feedback on Aircall from Real-World Users. Image Source.

Interactive Voice Response 52

Interactive Voice Response voip CRM call center software 52

aircall

DECEMBER 23, 2020

Analytics tools gather data and present it in the form of charts, graphs, and other reports that are quick to pull and easy to understand. Set up a self-service recording to allow prospects and customers to choose where they want to be directed. Give salespeople greater mobility and agility. Toll-free and international numbers.

B2B 62

B2B Sales Technology voip 62

JustCall

APRIL 5, 2023

CTI screen pop – Caller information is presented to the agent as a pop-up, so they have all the information they need to service customers. Speech-enabled IVR – IVR technology allows customers to interact with an automated system with recorded messages to access information.

voip 52

voip Interactive Voice Response APIs Contact Center 52

RapportBoost

DECEMBER 10, 2018

So, on the webinar today we are going to go over a few industry trends, at present two-third of contact centers are multi-channel and one-six are Omni-channel, where does your company fit in? Customer channel preferences are increasingly important, with more knowledge, organizations can deliver better self-service.

Customer centricity 40

Customer centricity Contact Center Self service Journey mapping 40

Vistio

APRIL 2, 2022

Yeah, I think the first thing is just starting with the agent self-service experience. So I totally agree with you that when a customer reaches an agent, that agent needs to be a very well-rounded source that can solve the problem. So I think that’s really important. Does this feel right? Is stuff clear to me? Is it easy?

Contact Center 52

Contact Center Real estate Customer Service Self service 52