2020 Call Center Interaction Virtual Agent 
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. Why agents are embracing the change. How call center automation will redefine agents’ careers.
Uniphore
JUNE 10, 2021
Along the way, we learned a lot about the obstacles customers and agents face today. Here are 10 ways the best call centers are thriving in the new normal while others are struggling to survive. Agents were overwhelmed by the business, products/processes or customer-interaction technology. Read More.
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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. Smarter Agents. Virtual agents learn as they process more information, but someone must train them.
TechSee
OCTOBER 9, 2018
trillion in spending — in the United States by 2020. Responsibly use information gleaned from previous purchases, social media interactions and other behaviors to target customers with a personalized experience. AI-powered virtual agents. 5 Enabling technologies to reach Millennials. Personalization.
Speaker: Brian Morin, CMO & Phillip Fisher, CX Consultant at SmartAction
2020 was the year that customer call centers and customer experience were pushed to their limit. With the influx of calls replacing in-person interactions, it is up to our virtual agents to not only evolve to the new demands but also to help alleviate the current stressors on live agents.
Interactions
JULY 2, 2020
2020 has brought on a perfect storm for the collections space with more debt and high delinquency rates due to the pressure put on consumers from the economic effects of COVID-19. In fact, consumer debt has risen to record-breaking heights, at over $14 Trillion by mid-2020. 2020 has tested the limits of the collector workforce.
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.”. Unsurprisingly, mobile usage skyrocketed during the pandemic, and the percentage of mobile interactions with the contact center is now estimated to be 80% or higher globally.
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