Fonolo

OCTOBER 5, 2023

25, 2pm ET/11am PT for a live 30-min webinar. With their narrow conversation flows and questions that often don’t lead to an answer – or an agent – chatbots don’t always seem all that revolutionary. You wouldn’t be the first customer service professional to ask themselves if a chatbot is really any different than an IVR.

Interactive Voice Response 57

Interactive Voice Response Chatbots Self service Virtual Agent 57

Comm100

OCTOBER 10, 2022

The life of chatbots in customer service has been turbulent. However, as bot technology has rapidly improved, so too has organizations’ readiness to adopt chatbots in their customer service operations. Staffing has become increasingly difficult in customer service. So let’s jump straight in to our first chatbot example.

Chatbots 84

Chatbots Customer Service Self service Agent burnout 84

COPC

OCTOBER 13, 2021

This blog entry was written in conjunction with our upcoming Optimizing Post-Pandemic Contact Center Outsourcing Relationships pre-event workshop during Execs In The Know’s Customer Response Summit. Please register here to attend the event on Monday, October 18, 2021, from 11:00 AM – 12:30 PM ET/8:00 AM – 9:30 AM PT.

Best practices 52

Best practices outsourcing Contact Center Call Center 52

Nicereply

MARCH 27, 2023

Learn how to set goals for your customer service team so you can retain more, churn less, increase loyalty, and drive greater customer satisfaction. The right goals for customer service can make or break your relationship with your customer. Without satisfied customers, you’ll be dead in the water.

Customer Service 52

Customer Service Customer advocacy Wait times Customer retention 52

Fonolo

SEPTEMBER 4, 2018

Duplex is Not About Agent Replacement. You know when you’re listening to a podcast interview and the guest says something and you literally smack your head, pause the podcast, and start tweeting? Happened to me last week. Now, I grant some leniency for people outside our industry not getting some details right. Let’s take this apart.

Call Center 209

Call Center Self service Contact Center Chatbots 209

Fonolo

FEBRUARY 13, 2019

By the way, don’t forget to check out the report we just released: On the Horizon: Customer Service Trends in 2019. By the way, don’t forget to check out the report we just released: On the Horizon: Customer Service Trends in 2019. The ongoing centrality of the voice channel is a recurring theme on this blog.

Contact Center 57

Contact Center Call Center APIs Technology 57