SmartAction

MAY 6, 2019

This is the third of a five-part blog series that outlines the Five Best Practices for AI Self-Service Without Compromise. Gartner predicts that customers soon will prefer using speech-driven interfaces to other forms of self-service when given a choice. Read Part 1 and Part 2 first!

Self service 40

Self service Virtual Agent Best practices Contact Center 40

DMG Consulting

JANUARY 10, 2022

Answer: Intelligent virtual agents (IVAs), which provide increasingly sophisticated customer-facing self-service capabilities, deliver quantitative and qualitative benefits to organizations, both of which have a business value. Question: What should we include in a business case to obtain an IVA solution?

Average Handle Time 77

Average Handle Time Virtual Agent Self service Consulting 77

SmartAction

APRIL 20, 2022

There’s no need for human agents to perform mundane, repetitive tasks that can be easily automated through a virtual agent. Rethink Call Center Metrics. Some CX experts believe average handle time is the worst metric for service , calling it “a relic of the old service world” and “a culture killer.”

Call Center 94

Call Center Virtual Agent Average Handle Time First call resolution 94

Cisco - Contact Center

AUGUST 3, 2020

This open platform architecture enables our customers to easily add and integrate with advanced cloud applications such as AI-based virtual agents, advanced data analytics, workforce optimization, and other Webex applications, including Webex Experience Management, Webex Calling, and Webex Control Hub.

Contact Center 124

Contact Center Technology contact center solutions Virtual Agent 124

JustCall

AUGUST 8, 2023

This ensures that customers are directed to the most suitable agent or department. Virtual Agents AI chatbots can understand and respond to customer queries in real time. These metrics will help assess how the customer may feel about the brand or certain new features.

Contact Center 52

Contact Center Interactive Voice Response Customer Service Virtual Agent 52

Fonolo

FEBRUARY 6, 2019

Containment rate is a well-established performance metric in the customer service world, but not as well-known as NPS or hold time. I would say it’s on the “wonkish” side as far as metrics go. In general, we say that a transaction was “contained” if it was completed entirely through self-service and didn’t require an agent.

Virtual Agent 62

Virtual Agent Chatbots Gamification Contact Center 62

Hodusoft

OCTOBER 19, 2023

When calls are routed to the right agent, it ensures faster issue resolution, reduced handling times, and increased customer satisfaction. Self-Service Options : Self-service options in call routing optimization are another effective way to enhance contact center efficiency.

Contact Center 52

Contact Center Interactive Voice Response Contact center software Self service 52

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

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

JustCall

MARCH 9, 2023

While your call agents strive for favorable first-call resolution metrics, your business should focus on providing them with the right customer contact center software that lets them do their job well. Let’s take a look at the top 10 inbound call center software that can help your business get all its metrics in the right place.

Contact center software 52

Contact center software Contact Center call center software contact center solutions 52

Uniphore

JUNE 10, 2021

25% Lack of self-service options. 0% Security issues with Agents at Home. Getting rid of outdated EX metrics and KPIs. Make Every Agent Your Best Agent With AI & RPA Powered Real-time Agent Assist. Use Self-Service to Handle High Call Volume. Bring the Service Back to Self-Service.

Call Center 98

Call Center Self service Contact Center Interactive Voice Response 98

SharpenCX

OCTOBER 15, 2023

In the early days of self-service, we often talked about looking for “low-hanging fruit” when identifying where to start. Common customer-facing AI-powered technologies include Virtual agents to answer basic customer questions or guide them to information. While that’s a very technical description, it’s solid thinking.

Contact Center 67

Contact Center Interactive Voice Response Virtual Agent Technology 67

Avaya

APRIL 10, 2019

Companies that use any form of AI have seen incredible success metrics, including the following: 95% increase in new customers. 80% increase in transactions handled by self-service apps. 25% reduction in agent turnover. 45% improvement in customer ratings. 39% growth in digital sales. AI Hype Isn’t All Hype.

Contact Center 71

Contact Center Analytics voip Virtual Agent 71

NICE inContact

SEPTEMBER 11, 2018

Agents were empowered to provide more engaging personalized experiences with additional brand-relationship context. This was critical to delivering immersive customer experiences, which increase loyalty and improve metrics such as Net Promoter Score® (NPS®) and customer satisfaction (CSAT). Decreased average handle time by 10 percent.

contact center solutions 48

contact center solutions Cloud contact Contact Center Virtual Agent 48

SharpenCX

JUNE 20, 2022

Waiting on hold for an agent to help with something simple, like a password reset or common question, can be very frustrating. Automating menial and repetitive tasks has huge impacts on both your agent’s workload and your customer’s satisfaction. You have loads of contact center data – are you taking action on it?

Contact Center 67

Contact Center Virtual Agent APIs Cloud contact 67

Pointillist

SEPTEMBER 28, 2021

Initiatives include “training staff for interactions in new channels, optimizing AI and self-service opportunities and improving integrations between touchpoints.”. Most every contact center leader uses dashboards to track performance, metrics like first contact resolution , AHR, CSAT and more.

Contact Center 40

Contact Center Self service Metrics Analytics 40

Kayako

SEPTEMBER 17, 2015

A Frequently Asked Question section (FAQs) is without a doubt the most commonly used tool in self-service. But now for some things you may not know: Have you ever thought that your FAQs may be hurting your self-service? This scenario also affected virtual agents, devaluing their ROI). Final 5 on FAQS.

Self service 95

Self service Best practices Virtual Agent Education 95

aircall

DECEMBER 30, 2016

A virtual call center will also allow your team to work remotely. Virtual agents can be hugely advantageous to a call center especially a fledgling one. By tracking too many performance metrics, you run the risk of missing the forest for the trees. Don’t neglect your remote agents , if they exist. CRM solution.

Call Center 97

Call Center Virtual Agent virtual call center CRM 97

EPIC Connections

FEBRUARY 19, 2019

Complex IVR call flows prevented most callers from successfully navigating the self-service features, so 98% of their calls required agent assistance, resulting in a very high average cost per call. This redesign enabled the company to: Shift 150,000 calls per year to self-service. Save over 11,600 agent hours.

Contact Center 54

Contact Center Call flow Interactive Voice Response Self service 54

Playvox

JANUARY 13, 2022

Cloud-based solutions make it easier for supervisors to manage a dispersed agent team. Cloud workforce management systems that provide real-time visibility to key metrics enable supervisors to see what agents are doing and if they’re adhering to schedules. Improving the supervisor experience is also important.

Contact Center 79

Contact Center CRM Entertainment Virtual Agent 79

aircall

DECEMBER 30, 2016

A virtual call center will also allow your team to work remotely. Virtual agents can be hugely advantageous to a call center especially a fledgling one. By tracking too many performance metrics, you run the risk of missing the forest for the trees. Don’t neglect your remote agents , if they exist. CRM solution.

Call Center 88

Call Center Virtual Agent virtual call center CRM 88

Global Response

APRIL 17, 2023

That depends on your needs and goals, but in general you should look for: advanced IVR and call routing capabilities automation and AI tools chatbots or virtual agents self-service solutions omnichannel support and robust CRM solutions Remember: modern solutions are often powered by modern technology.

Call Center 62

Call Center outsourcing Bilingual agents Chatbots 62

SmartAction

JANUARY 11, 2024

FORT WORTH, Texas, January 10, 2024 SmartAction, a leading provider of AI-powered virtual agents for customer-obsessed brands , is proud to announce a comprehensive brand refresh and the launch of its innovative NOVA (Natural Omnichannel Virtual Agent) agent design platform.

Virtual Agent 87

Virtual Agent Customer Service Call flow Self service 87

AWS Machine Learning

SEPTEMBER 29, 2022

The rise of artificial intelligence technologies enables organizations to adopt and improve self-service capabilities in contact center operations to create a more proactive, timely, and effective customer experience. In this post, we demonstrate how to elevate traditional customer service FAQs with an interactive voice bot.

Virtual Agent 69

Virtual Agent Call flow Interactive Voice Response Contact Center 69

Netomi

AUGUST 31, 2022

Key Performance Indicators (KPIs) are a special set of metrics that help determine whether business is going in the right or wrong direction. At first glance, it seems that customer service KPI scores take a backseat to traditional business KPIs, like profits, costs and regional sales. What is a customer service KPI dashboard?

Metrics 75

Metrics Customer Service Virtual Agent Average Handle Time 75

aircall

MAY 16, 2017

Managers are expected to take into account the support team’s performance metrics and implement change accordingly. Making gut-decisions might work in a pinch, but your operational plan for the support team should be based on the hard numbers of your performance and customer satisfaction metrics. Customer support agent.

Customer Support 81

Customer Support Virtual Agent Coaching Accountability 81

TechSee

NOVEMBER 19, 2019

The main purpose of the traditional IVR system is to act as a self-service option that enables customers to help themselves to quick solutions, while increasing the containment rate by avoiding transfers to live agents, thereby freeing them up to handle more strategic or complex enquiries. Press 2 to speak to a representative.

Interactive Voice Response 19

Interactive Voice Response Self service Abandon Call Virtual Agent 19

SmartKarrot

OCTOBER 22, 2021

It is no surprise that the usage of chatbots in customer service is taking a notch up. In the coming future, chatbots will be able to communicate across different channels and morph into intelligent virtual agents (IVA). This enables the customers to interact via multiple devices. Face to Face interactions will increase.

Omni-channel support 10

Omni-channel support Technology Customer Service Chatbots 10

Playvox

MARCH 19, 2024

As NLP, ML, and conversational AI evolved, modern contact centers embrace AI-powered chatbots, virtual agents or assistants, voice recognition, and other tools to deliver self-service options to customers. This improves customer satisfaction and net promoter scores, and other key customer service metrics.

Contact Center 74

Contact Center Quality management Interactive Voice Response Coaching 74

NICE inContact

MARCH 28, 2018

Of the many metrics that Contact Center Executives care about, here are some key ones that directly impact customer experience: Customer Satisfaction (CSAT) – This continues to be the #1 direct measure on customer experience. Average Handle Time (AHT) – This is one of the most significant metrics when it comes to driving down costs.

Metrics 48

Metrics Customer Experience Average Handle Time Self service 48

UJET

MARCH 22, 2021

We won’t just guide them to the right agent: We’ll guide them to the right channel. We’ll guide them to answers for more self-servicing and deflection. Providing a means of self-service. Gathering contextual information for the agent. Conversational AI & Virtual Agents.

Interactive Voice Response 82

Interactive Voice Response Virtual Agent Contact Center Self service 82

Fonolo

APRIL 4, 2023

Source: Bain&Co 68% of customers say they will pay more for products and services from brands known to offer good customer service. Source: HubSpot 5 Metrics Every Medical Call Center Should Know 93% of customers say they are more likely to purchase again from companies that provide excellent customer service.

Contact Center 81

Contact Center Customer Service Call Center Chatbots 81

Netomi

OCTOBER 25, 2021

According to one review , this feature makes an impact: “the built-in intelligent routing ensures appropriate customer-to-agent fit and automates ticketing queues to reduce resolution time 2. Leveraging the Zendesk platform, you will never lose a request as each ticket, regardless of channel, is entered into a queue for agents to pick up. .

Chatbots 85

Chatbots Enterprise Virtual Agent Self service 85

Fonolo

JANUARY 4, 2022

68% of customers say they will pay more for products and services from brands known to offer good customer service. 5 Metrics Every Medical Call Center Should Know. 93% of customers say they are more likely to purchase again from companies that provide excellent customer service. Source: Bain&Co. Source: HubSpot.

Customer Service 142

Customer Service Contact Center Call Center Chatbots 142

NICE inContact

SEPTEMBER 17, 2019

By combining NICE inContact with SmartAction’s AI-powered virtual agent, DSW ultimately found the right human-machine balance without compromising an ounce of CX. Moreover, AI-powered customer self-service has boosted their CX as customers no longer wait in queue for routine (now automated) transactions related to order management.

Customer Experience 55

Customer Experience Virtual Agent Average Handle Time Self service 55

Netomi

MARCH 27, 2022

Comparing CSAT to other popular consumer metrics. The metric measures sentiment towards your product, service or a specific interaction. It’s important to realize that CSAT differs from Net Promoter Score (NPS), another popular metric. How to improve your CSAT score. CSAT vs. NPS . CSAT vs. CES. CSAT vs. DSAT.

Airlines 93

Airlines Benchmark Surveys Customer Support 93

InGenius

JANUARY 31, 2020

An increase in self-service automation. For this reason, we expect to see an increase in the number of self-service resources at contact centers in 2020. For this reason, we expect to see an increase in the number of self-service resources at contact centers in 2020. AI-assisted customer service.

Omni-channel support 62

Omni-channel support Contact Center Virtual Agent Analytics 62