TechSee

JANUARY 14, 2020

The global drive toward digital transformation has made its mark on contact center processes and operations, with Salesforce predicting last year that the use of AI by customer service teams would see a 143% increase by 2020. Post-call analysis also benefits from AI. Why agents are embracing the change.

Call Center 124

Call Center Virtual Agent Contact Center Technology 124

Uniphore

JUNE 10, 2021

We also learned just how important contact centers are to our everyday lives. When the whole world went remote, people started calling in in record numbers, forcing businesses to reassess their customer service game. At Jacada, we recognized the challenges of overwhelmed—and often understaffed—contact centers early on.

Call Center 98

Call Center Contact Center Webinar 2021 98

BlueOcean

OCTOBER 22, 2020

(Trust us, we learned the hard way a few years ago when we first got into broadscale remote training for WAH agents!). Virtual Training: Moving from Just “Getting It Done” to “Doing It Well”. For most of us, the success measure for the big 2020 pivot was simply staying operational. Making Virtual Agent Training Work for You.

Contact Center 156

Contact Center Virtual Agent 2021 Engagement 156

TechSee

JANUARY 14, 2020

The global drive toward digital transformation has made its mark on contact center processes and operations, with Salesforce predicting last year that the use of AI by customer service teams would see a 143% increase by 2020. Post-call analysis also benefits from AI. Redefining Contact Center Agents’ Careers.

Virtual Agent 109

Virtual Agent Contact Center Call Center 2020 109

VDS

SEPTEMBER 17, 2020

The idea is to let technology handle mundane tasks, nuisance calls, and authentication, so your agents can focus on everything else. The beauty of these technologies is they typically work across all contact center solutions with API integration. Intelligent Virtual Agent (IVA). Virtual Hold.

Virtual Agent 52

Virtual Agent Customer Service Contact Center Average Handle Time 52

TechSee

OCTOBER 9, 2018

trillion in spending — in the United States by 2020. AI-powered virtual agents. Cloud-based CRMs, self-service portals, AI-powered virtual agents, visual engagement and personalization tools have emerged to help companies maintain a competitive advantage when it comes to Millennial generation customer service.

Customer Service 359

Customer Service Virtual Agent Social Media Multi-Channel 359

UJET

JUNE 25, 2021

In fact, one out of three businesses surveyed in 2020 said they were not confident that the experience they were providing to their customers was “good.”. We’re long past the days where customer experience is an afterthought and the contact center is viewed as a cost center. Your Customers Are Mobile-First.

Customer Journey 82

Customer Journey Customer Experience Contact Center Omnichannel 82