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Millennial Generation Customer Service – The Ultimate Guide

TechSee

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.

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5 Top Customer Service Articles For the Week of October 5, 2020

ShepHyken

Customer Service Week is October 5-9: Learn 5 Ways to Celebrate Your Virtual Agents When They Need it Most (Thanks, 2020) by Veronica Krieg. Sharpen Technologies) 2020 didn’t cancel National Customer Service Week. My Comment: Customer service week starts today, October 5, 2020! Follow on Twitter: @Hyken.

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Call Center Automation Depends on Collaborative AI

TechSee

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.

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Collaborative AI

TechSee

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.

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The 5 Categories That Rule Virtual Agents

Speaker: Brian Morin, CMO, Mark Landry, VP Product, Marilyn Cassedy, Director of Customer Success, SmartAction

It just so happens that whenever we design and deploy a new AI-powered virtual agent over voice, the self-service application invariably falls into one of 5 distinct categories. Thursday September 17th, 2020 at 11AM PDT, 2PM EST, 6PM GMT. In this webinar, you will learn: How to categorize interactions for AI applicability.

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THREE TECH SOLUTIONS TO HELP WITH THE NEW CUSTOMER SERVICE LANDSCAPE

VDS

Emerging technology solutions can resolve common issues with legacy systems, such as inaccurate call routing, inefficient agent knowledge, and long hold times. Here are three emerging technologies that have helped in the chaotic customer service landscape of 2020: Voice Biometrics. Intelligent Virtual Agent (IVA).

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Calabrio Receives Perfect Customer Satisfaction Scores in DMG Consulting’s WFO Report

CSM Magazine

Calabrio , the customer experience intelligence company, features perfect customer satisfaction scores and the number one spot in three of four categories in the 2020-2021 Workforce Optimization Product and Market Report from DMG Consulting LLC. View the DMG 2020-2021 Workforce Optimization Product and Market Report here.

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Implementing Virtual Agents: Where to Start, and How to Finish

Speaker: Brian Morin, CMO, SmartAction & Aarde Cosseboom, Director of GMS Technology and Product, TechStyle Fashion Group

Why the performance of TechStyle's virtual agents rivals that of live agents. April 15th, 2020 11:00 AM PDT, 2:00 PM EDT, 7:00 PM GMT How TechStyle saved $1.1M in their first year afterwards. Today, TechStyle Fashion Group automates millions of calls and chats each year with conversational AI.

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The Post-Covid CX Powered by AI

Speaker: Brian Morin, CMO, SmartAction & Aarde Cosseboom, Director of GMS Technology and Product, TechStyle Fashion Group

Adapting to a post-COVID world means recession-proofing your contact center with AI that reduces reliance on live agents with virtual agents that are always on, perfectly trained, and at a fraction of the cost. Thursday July 16, 2020 11AM PST, 2PM EST, 6PM GMT Sketch a back-of-the-napkin ROI in minutes.

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IVA is the New IVR Masterclass

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.