CSM Magazine

JUNE 12, 2020

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. As intelligent automation draws useful insights from purchasing and retail trends, businesses can use this data to improve overall service.

Customer Service 52

Customer Service E Commerce Virtual Agent E-support 52

Magellan Solutions

JULY 29, 2021

Through friendly interactions, your virtual agent can ensure that your live agents speak with the most qualified leads. By pre-qualifying leads with call center AI, you increase the number of conversations for your live agents. Intelligent virtual agents work to increase contact rates.

Call Center 52

Call Center Social Media Omnichannel Contact Center 52

Kustomer

JUNE 27, 2022

Spanning multiple channels, across both brick-and-click locations, customers want immediate answers to product questions, swift resolution to their problems, and personalized brand interactions. FAQs, product manuals, videos) and it can interact with and respond to the user. staff training guides, tools and company policies).

2022 98

2022 Customer Service E Commerce E-support 98

Pointillist

SEPTEMBER 28, 2021

However your customers choose to interact with your organization, contact center leaders must ensure that all agents can meet customers where they are, understand each individual’s unique context and enable them to reach their goal. Traditionally, leaders focus on interactions within the contact center.

Contact Center 40

Contact Center Customer Journey Omnichannel Metrics 40

NICE inContact

MARCH 28, 2019

Chat is a favorite interaction channel for customers and is increasingly offered as an option on websites and mobile apps. It often eliminates the “on hold” frustration of voice calls and lets contact centers increase productivity by having agents work with 3 or 4 customers at the same time.

Virtual Agent 59

Virtual Agent Contact Center 2019 Consumers 59

ShepHyken

DECEMBER 8, 2017

This shift will provide an opportunity to engage with the customer, gain useful insight and build brand loyalty. Chatbots which work like virtual agents can solve basic query and transfer a call to ‘live agents’ in case of escalation. Employees should be trained in soft skills to better interact with the customers.

Contact Center 44

Contact Center Customer Engagement Blog Engagement 44

NICE inContact

MAY 21, 2019

Self-service can be anything from a virtual agent that is capable of responding to a specific question to fully AI-enabled smart chatbots that can anticipate and automate work for the advisor. You will learn so much more in an upcoming, interactive webinar focused solely on self-service.

Virtual Agent 54

Virtual Agent Webinar Consumers 2019 54

Calabrio

JANUARY 6, 2016

A virtual agent initiates a service call by accessing your Outlook or iCal calendar to set up an appointment. Remember that however service is delivered—by a human or by a machine—the customer is still interacting with your brand. Is that interaction positive or negative? Does it strengthen or weaken your reputation?

Customer Engagement 53

Customer Engagement Engagement Contact Center 2016 53

UJET

SEPTEMBER 15, 2020

The most effective customer service organizations are extremely data-driven, analyzing every aspect of its interactions and outcomes holistically, right down to the individual agent and customer level. Contact Centers Need to Move Beyond Omnichannel as the Basis for Customer Journeys.

Customer Experience 78

Customer Experience Contact Center Omnichannel Virtual Agent 78

UJET

SEPTEMBER 15, 2020

The most effective customer service organizations are extremely data-driven, analyzing every aspect of its interactions and outcomes holistically, right down to the individual agent and customer level. Contact Centers Need to Move Beyond Omnichannel as the Basis for Customer Journeys.

Customer Experience 56

Customer Experience Contact Center Omnichannel Virtual Agent 56

Comm100

FEBRUARY 16, 2018

As each year comes to a close, thought leaders and customer experience experts rush to offer insight on how these changes will manifest themselves in the coming months – and whether nor not they’ll leave a lasting impact on the industry. And agents can navigate the nuances of human inquiry and interaction better than bots can.

2018 40

2018 2017 Customer Service Social Media 40