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How to Manage a Virtual Agent – Fate of the Bots | The Times They Are a-Changing: Talent in the Contact Center Part 7

SaleMove

In our previous blog in The Times They Are a-Changing: Talent in the Contact Center Series , we discussed how virtual agents, or bots, are transforming the contact center workplace, pushing live human agents to become strategic troubleshooting experts and managers to become agent coaches.

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Bilingual Customer Support: Where Live Agents and AI Coincide

BlueOcean

But what mix of live agents versus AI is best for your business? We believe that your French-Canadian consumers deserve support from agents who understand not only your brand, but also understand the consumer landscape and consumer support expectations in Canada. And how do offshore solutions, interpreters, and texting play a role?

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How to Manage a Virtual Agent – Fate of the Bots | The Times They Are a-Changing: Talent in the Contact Center Part 7

SaleMove

In our previous blog in The Times They Are a-Changing: Talent in the Contact Center Series , we discussed how virtual agents, or bots, are transforming the contact center workplace, pushing live human agents to become strategic troubleshooting experts and managers to become agent coaches.

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The Pivot to 100% Remote Training in the Contact Center

BlueOcean

When the world hit the pause button in the face of COVID-19, putting our client’s customer care programs on hold wasn’t an option. This is much easier to accomplish for in-person training, where you have control over the physical environment and can maintain physical interaction such as eye contact.

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When it comes to CX, Conversational AI is the only game in town

Interactions

In fact, 1 in 3 customers will leave a brand they love after just one bad experience, while 92% would completely abandon a company after two or three negative interactions. Even if live agents are unavailable, virtual agents can handle unlimited conversations. Make things easier for your customers.

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How Conversational AI Can Optimize Your Workforce

Interactions

The current labor shortage is a big problem, especially for contact centers. Without enough agents in a contact center, customers cannot get the help they need. This eliminates hold times for customers and lets them take care of what they need to, despite staffing shortages. Grow your business.

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How to Improve Contact Center Optimization with Customer Journeys

Pointillist

According to Forbes, poor customer service is costing businesses more than $75 billion a year. The pressure to reduce contact center costs is immense. But many contact center leaders struggle to achieve these outcomes while simultaneously improving customer satisfaction.