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.

Virtual Agent 77

Virtual Agent Contact Center Financial 2020 77

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.”. Public switched telephone network (PSTN)caller wait time dropped to less than one minute , and PSTN call abandonment fell a solid 8%.

Customer Journey 82

Customer Journey Customer Experience Contact Center Omnichannel 82

PK

APRIL 16, 2020

Experts project that the financial services sector will spend over $300 billion on IT products and services through 2020 as firms invest in technology to advance their digital transformation efforts. In 2020, customers expect better digital experiences from their financial providers.

Financial 52

Financial Consumers Banking Virtual Agent 52

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.

Virtual Agent 62

Virtual Agent Contact Center Financial 2020 62

CSM Magazine

JUNE 12, 2020

According to customer service expert Shep Hyken, a majority of businesses believe that improving the total customer experience is a top priority and will overtake price and product quality as a key differentiator by 2020. Ace Hardware believes this provides far better assistance for consumers with questions than a virtual agent or website 9.

Customer Service 52

Customer Service E Commerce Virtual Agent E-support 52

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

OCTOBER 23, 2018

According to Chatbots Magazine , businesses can reduce customer service costs by as much as 30% with virtual agents and chatbots. Using AI to enhance interactions with customers is quickly gaining traction.

Customer Service 157

Customer Service 2007 Virtual Agent 2018 157

Uniphore

AUGUST 12, 2021

Unsurprisingly, sales of these multimodal assistants grew 30% in 2020, while voice-only assistants saw a 3% decline. The same holds true in the contact center. Multimodal Virtual Agents allow customers to tap, text and talk to get more done , with little effort. What Alexa's Smart Display Can Teach Your Call Center.

User Experience 98

User Experience Virtual Agent Contact Center 2023 98

Calabrio

JANUARY 6, 2016

By 2020, the number of connected “things” is expected to rise to 30 billion. By the year 2020, your washing machine breaks down. A virtual agent initiates a service call by accessing your Outlook or iCal calendar to set up an appointment. In fact, I think it’s one of the two essential survival skills for 2020.

Customer Engagement 53

Customer Engagement Engagement Contact Center 2016 53