BlueOcean

OCTOBER 4, 2023

Without it, you risk taking a hit to your CSat scores, your brand loyalty, and your bottom line. But what mix of live agents versus AI is best for your business? Data from ICMI also reveals that 76% of call center professionals believe bilingual support improves the customer experience, brand loyalty, and customer satisfaction.

Contact Center 310

Contact Center Customer Care Average Handle Time Consumers 310

TechSee

OCTOBER 9, 2018

This penchant for technology has shaped their consumer behavior and preferences, and brands must tailor their customer service strategies to suit Millennials’ attributes. They also value brand engagement over social networks as well. AI-powered virtual agents. The Millennial opportunity for businesses.

Customer Service 359

Customer Service Virtual Agent Social Media Multi-Channel 359

Talkdesk

APRIL 23, 2020

Customers change their opinion about a brand based on a bad customer experience, which shows that all interactions count. All of these contextual insights are made available to the agent in real-time, to improve the efficiency and effectiveness of each customer interaction.

Contact Center 52

Contact Center Virtual Agent Competitive Advantage Innovation 52

Playvox

SEPTEMBER 1, 2021

According to Bain & Company, a customer is four times more likely to take their business to a competitor if a problem they incur with the brand is service-related versus price-related. Intelligent Virtual Agent. A virtual agent enables an intelligent, human?like like dialogue between consumers and your brand.

Customer Service 68

Customer Service Contact Center Virtual Agent Competitive Advantage 68

UJET

JUNE 25, 2021

So, as more consumers continue to use their phones as their preferred device, mobile-first customer service capabilities natively housed within smartphone apps are becoming a concrete competitive advantage—especially when it comes to factors inherent in customer service that can’t be totally eliminated – like putting customers on hold.

Customer Journey 82

Customer Journey Customer Experience Contact Center Omnichannel 82

TechSee

FEBRUARY 20, 2018

This always-available model of service can provide a true competitive advantage in many industries and markets. In fact, according to a Walker study , by the year 2020 customer experience will overtake price and product as the key brand differentiator. Is it cost reduction?

Virtual Agent 132

Virtual Agent Contact Center Return on Investment Competitive Advantage 132

Comm100

AUGUST 17, 2022

They discussed why and how CX expectations have grown so high, what brands can do to meet these demands, and Shep’s opinion on the future of CX. Answer: “Well let me assure you that the agents’ job is still very secure, at least, for the near future, if not, even long term. It is a competitive advantage.

Airlines 73

Airlines Virtual Agent Omnichannel 2010 73