Lumoa

JUNE 23, 2021

Artificial Intelligence Ever since 2016, the continuous advancements in technology have culminated in a disruption of contact centers on an industrial scale. These include customer service analytics, engagement hubs, the voice of the customer , virtual agents (live chat), and chatbots.

Trends 195

Trends Self Service Contact Center Omni-Channel 195

Calabrio

JANUARY 6, 2016

CEO of Calabrio shares his predictions for the Contact Center, for 2016 and Beyond. Here are my 7 predictions and key advice on where the contact center is going in 2016 and beyond. A virtual agent initiates a service call by accessing your Outlook or iCal calendar to set up an appointment. Look at 2016.

Customer Engagement 133

Customer Engagement Omni-Channel Engagement Self Service 133

Kustomer

JUNE 27, 2022

The customer relationship manager (CRM) is the hub that facilitates communication between the customer and the brand. The CRM houses a wide range of channels through which brands can manage customer support, enhancing not only standard customer service options but creating an immersive customer experience.

Software 92

Software Tools Customer Service Self Service 92

CSM Magazine

FEBRUARY 25, 2021

This can only be achieved when using human rather virtual agents. As needs and customer demands become more complex, customer retention, loyalty and advocacy is harder to come by, and the customer lifecycle model – largely based on impersonal CRM data – can no longer map this out alone. It needs added context.

Chatbots 64

Chatbots Virtual Agent Customer Journeys Innovation 64

Tricia Morris

OCTOBER 28, 2015

According to Gartner Research analyst Brian Manusama in his recent research note, Why You Need to Rethink Your Customer Self-Service Strategy , “by the end of 2016, at least 80% of organizations that fail to plan their self-service implementations will incur higher customer service costs and will not achieve the savings and benefits expected.”

Self Service 40

Self Service Virtual Agent ROI Tips 40