TechSee

AUGUST 14, 2018

Agents performance is closely monitored, and their actions have business and financial implications, such as dropping a sale, dispatching a technician unnecessarily, losing a customer, or worse, setting off a social media backlash over a bad experience. In customer service, it helps the IDSS see the problem, as a virtual agent.

Contact Center 95

Contact Center Average Handle Time Virtual Agent Call Center 95

Magellan Solutions

JULY 29, 2021

The lockdowns of the past year have accelerated the shift to greater automation in responding to inquiries to lenders, insurers, and telecom operators. First, the mass adoption of smartphones, social media, and consumer-friendly apps changed. No longer would they tolerate endless hold times, obtuse service agents, or handoffs.

Call Center 52

Call Center Social Media Omnichannel Contact Center 52

TechSee

FEBRUARY 12, 2018

Whether via social media, websites, or online communities, companies can gather a massive amount of digital data on their customers. Virtual agent exhibitors at MWC 2018: Nuance. In today’s digital age, companies can get a comprehensive or 360?

2018 84

2018 Customer Service Multi-Channel Document 84

TechSee

FEBRUARY 12, 2018

Whether via social media, websites, or online communities, companies can gather a massive amount of digital data on their customers. Virtual agent exhibitors at MWC 2018: Nuance. In today’s digital age, companies can get a comprehensive or 360?

2018 84

2018 Customer Service Multi-Channel Document 84

CSM Magazine

JUNE 12, 2020

While retailers utilize a wide range of support options such as human and virtual agents, social media, or mobile apps, existing single and multi-channel support systems necessitate access to each channel separately. In contrast, omnichannels avoid adding new digital technologies to an already siloed system.

Customer Service 52

Customer Service E Commerce Virtual Agent E-support 52