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

Uniphore

JUNE 10, 2021

Our solution: educate centers on the power of automation and empower agents to use technology to their advantage. Along the way, we learned a lot about the obstacles customers and agents face today. Transition to work-at-home with legacy technology. 0% Security issues with Agents at Home. Post-2020 Company Mindset.

Call Center 98

Call Center Contact Center Webinar 2021 98

Inbenta

OCTOBER 11, 2021

We’re at our best when we’re interacting, whether it be with family, colleagues, or even machines. . According to Business Insider, nearly 40% of internet users worldwide prefer chatbots over less conversational virtual agents. . billion in 2020 and is set to gain another $95.41 – Go Forth and Chat.

2028 69

2028 2030 Interaction Virtual Agent 69

TechSee

FEBRUARY 20, 2018

Customer self-service refers to customer-initiated interaction technologies that enable customers to access information and perform routine tasks without requiring the assistance of a live customer service representative. Here are the steps to get started: Build the virtual agent around a single strategic objective.

Virtual Agent 132

Virtual Agent Contact Center Return on Investment Competitive Advantage 132

Uniphore

AUGUST 12, 2021

Alexa, Siri, Google Assistant—virtual assistants have transformed how we interact with technology and what we expect from it. Unsurprisingly, sales of these multimodal assistants grew 30% in 2020, while voice-only assistants saw a 3% decline. Multimodal Virtual Agent Implementation and Best Practices.

User Experience 98

User Experience Virtual Agent Contact Center 2023 98

Interactions

FEBRUARY 18, 2021

This blog is written courtesy of Interactions R&D team. Improved artificial intelligence (AI) technologies along with the widespread availability of capable devices has led to a recent surge in speech-driven conversational systems that allow users to interact with virtual agents. 1] Price, R., 2] Chen, Y.P.,

2018 71

2018 2020 Virtual Agent Workshop 71

CSM Magazine

DECEMBER 17, 2019

John Ing, Principal Operations Lead for CX at ECS shares his CX Predictions for the banking industry in 2020. One reason is that we can all talk faster than we can type – and it’s a far more natural way for people to engage for more complicated interactions. In 2020 cloud and AI contact centre deployments will accelerate.

Banking 85

Banking 2020 Customer Experience Virtual Agent 85

West Monroe

JANUARY 9, 2018

Two common interactions in every business environment are looking up a piece of information or checking the status of a task. The good news is, the capabilities and technologies have arrived to enable these experiences, and they’re poised to change the way businesses and customers interact. What are conversational interfaces?

Technology 58

Technology Reference Multi-Channel Virtual Agent 58

CSM Magazine

JUNE 12, 2020

Emergent technologies have forever changed traditional customer service support. Telephone assistance, written letters, and face-to-face interaction—once staples of the office landscape—are no longer sufficient to meet the changing needs of today’s global marketplace. Increasing Role of Technology in Customer Service.

Customer Service 52

Customer Service E Commerce Virtual Agent E-support 52

Qualtrics

NOVEMBER 21, 2019

Our team of CX experts have looked into their crystal balls to see what’s coming around the corner in 2020. As the CX industry continues to mature, it’ll become more important to understand and measure the value of investments in CX and the ability to provide personalized interactions at scale.

2020 38

2020 Customer Experience Virtual Agent Healthcare 38

Oracle

OCTOBER 1, 2019

Many retailers dream of the day they’ll be able to streamline interactions between customers and products, as well as to offer round-the-clock service while not breaking the salary budget. Gartner research found that 25% of customer service operations will use virtual customer assistants by 2020. Frictionless experience.

Customer Service 74

Customer Service Virtual Agent Average Handle Time Retail 74

Interactions

JANUARY 14, 2021

Advancing consumer technology and the pandemic has made digital transformation a top priority for business leaders across all industries. According to PwC’s 2020 Global Digital IQ survey , 66% of companies said revenue growth and profitability would suffer if they didn’t digitally transform quickly enough.

Multi-Channel 62

Multi-Channel Virtual Agent Customer Journey Omnichannel 62

Interactions

DECEMBER 18, 2019

10 years ago… While there was certainly a greater shift to a more customer-centric focus than in the early 2000s, the technology in 2010 was not on par with what it is today. had been around for about 20 years, but the technology hadn’t improved much from when it was originally developed. AI and Agents: Better Together.

2019 62

2019 Customer Experience 2010 Contact Center 62

Calabrio

JANUARY 6, 2016

The “smart” technology that revolutionized our cell phones is finding its way into just about everything: medical devices, baby monitors, smoke detectors, thermostats, running shoes, even cows. The pace at which technology marches forward is just incredible. By 2020, the number of connected “things” is expected to rise to 30 billion.

Customer Engagement 53

Customer Engagement Engagement Contact Center 2016 53