BlueOcean

OCTOBER 4, 2023

Finding Bilingual Support That Suits Your Customers Best We’re an onshore Canadian contact center outsourcer and pride ourselves on delivering sophisticated (bilingual) customer care through strategic partnership. It’s our thing. So, of course, we’re biased.

Contact Center 310

Contact Center Customer Care Average Handle Time Consumers 310

Pointillist

SEPTEMBER 28, 2021

Enterprises expect contact center leaders to transform call centers into customer experience hubs, delivering the exceptional experiences that customers demand and drive long-term growth. Advances in digital technology have reshaped customer expectations for exceptional experiences.

Contact Center 40

Contact Center Customer Journey Omnichannel Metrics 40

Interactions

MAY 28, 2020

And, they are more willing to use self-service technologies to communicate with brands. No matter what industry to task, consumers are now more open to using technology to its fullest potential to keep themselves safe. From infrastructure to technology to workforce, every business is trying to do more with less resources.

Multi-Channel 83

Multi-Channel Customer Journey Mapping Virtual Agent Customer Service Strategies 83

Bold360

SEPTEMBER 15, 2020

AI-powered chatbots seamlessly escalate customer interactions to live chat whenever an issue is too complex for the chatbot to handle. All context from the chatbot interaction gets passed on to the (live chat) agent, bringing her up to speed immediately. improvement in agent performance, and a 2.6x

Virtual Agent 90

Virtual Agent Net Promoter Score Competitive Advantage Omnichannel 90

CSM Magazine

FEBRUARY 25, 2021

What many brands tend to forget is that AI – namely in the form of chatbots and other automated services – should be considered aids for the customer journey, as opposed to a replacement technology that only serves to alienate a customer. This can only be achieved when using human rather virtual agents.

Virtual Agent 64

Virtual Agent Customer Journey Innovation 2016 64

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. The rise of Artificial Intelligence in customer self-service. Summary.

Virtual Agent 132

Virtual Agent Contact Center Return on Investment Competitive Advantage 132

CSM Magazine

MARCH 15, 2024

With advanced analytics seamlessly built into AXP, agents have the tools to turn insights into action, executing on a vision of unparalleled customer care. And it all integrates seamlessly with other best-of-breed technologies. What about existing Avaya customers?

Customer Experience 52

Customer Experience Virtual Agent Omnichannel Financial 52