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

BlueOcean

JANUARY 9, 2018

Forget AI being the future of the contact center. AI is the now of the contact center. Artificial intelligence in the contact center is one significant piece of the puzzle that is omni-channel customer service. Ultimately, however, the ROI on AI in the contact center will be a massive motivator.

Omni-Channel 191

Omni-Channel Customer Care Contact Center Case Study 191

TechSee

JANUARY 14, 2020

The global drive toward digital transformation has made its mark on contact center processes and operations, with Salesforce predicting last year that the use of AI by customer service teams would see a 143% increase by 2020. Why agents are embracing the change. How call center automation will redefine agents’ careers.

Call Center 124

Call Center Self Service Virtual Agent Contact Center 124

ShepHyken

DECEMBER 8, 2017

This week we feature an article by Mansi Bhatia who looks at ways organizations can transform contact centers into a customer engagement center. I like the idea of a customer engagement center. – Shep Hyken. Earlier, businesses used to see contact centers as cost centers.

Contact Center 45

Contact Center Customer Engagement Engagement Customer Service 45

Interactions

MAY 26, 2022

Just one bad experience can affect customer loyalty and your bottom line. Brands who implement Conversational AI applications like virtual agents can deliver exceptional customer experience with added benefits like decreased operational costs, improved CSAT, and increased agent productivity. Optimize your labor force.

Virtual Agent 110

Virtual Agent Self Service Contact Center Wait Times 110

Interactions

APRIL 9, 2020

This not only gives peace of mind to customers in the short-term, but builds a strong customer relationship that will result in loyalty after the crisis has ended. . The goal of a BCP for a contact center is to minimize the disruption to both agents and customers, so that business can continue as normally as possible.

Contact Center 71

Contact Center Virtual Agent Tips eBook 71

TechSee

JANUARY 14, 2020

The global drive toward digital transformation has made its mark on contact center processes and operations, with Salesforce predicting last year that the use of AI by customer service teams would see a 143% increase by 2020. Redefining Contact Center Agents’ Careers. How Call Centers Leverage Collaborative AI.

Self Service 109

Self Service Virtual Agent Contact Center Call Center 109

TechSee

MARCH 19, 2019

Hire some agents, train them, and use standard contact center KPIs to measure how well they perform. When a virtual agent fields a customer’s enquiry, collects all relevant details and passes it to a human agent for final approval, how should average handling time ( AHT ) be measured?

Self Service 146

Self Service Metrics Contact Center Virtual Agent 146

Lumoa

NOVEMBER 30, 2022

Another great idea to explore is offering a digital sales agent that is voice-enabled. In turn, the virtual agent may respond with talk-back capability, allowing seamless B2C interaction. Set up chatbots for a 24/7 contact center. Your virtual sales agent is already well-equipped to deal with this.

Retail 195

Retail Customer Experience Chatbots Ecommerce 195

BlueOcean

FEBRUARY 24, 2016

One of our most popular blog posts focuses on which contact center predictions from the past few years have come true in the world of outsourced customer service. Basically, if a company already has my personal data, they should at least make the effort to understand me and personalize my customer experience if they want my loyalty.

Customer Service 136

Customer Service Contact Center Call Center Self Service 136

NobelBiz

APRIL 30, 2024

This personalized approach makes customers feel recognized and valued, which can enhance loyalty and satisfaction. Improving Agent Efficiency AI supports agents by providing them with real-time information and actionable insights during their interactions.

Call Center 105

Call Center Contact Center Virtual Agent Chatbots 105

TechSee

OCTOBER 9, 2018

AI-powered virtual agents. Chatbots have been hyped up for the last two years, and while they are certainly not perfect, they constantly improve as their powering technologies continue to evolve Other types of bots are also emerging, such as audio-based personal assistants and innovative virtual agents with visual capabilities.

Omni-Channel 359

Omni-Channel Self Service Customer Service Virtual Agent 359

NobelBiz

APRIL 30, 2024

This personalized approach makes customers feel recognized and valued, which can enhance loyalty and satisfaction. Improving Agent Efficiency AI supports agents by providing them with real-time information and actionable insights during their interactions.

Call Center 104

Call Center Contact Center Virtual Agent Chatbots 104

UJET

MARCH 22, 2021

When the pandemic first started, contact center operators were scrambling to support agents working from home. Huge investments were made ensuring agents had secure and remote access to the systems and tools they needed to do their job. Brand loyalty is changing.

Virtual Agent 82

Virtual Agent Self Service Contact Center Customer Journeys 82

NobelBiz

MARCH 11, 2025

Get it right, and you build trust, loyalty, and long-term customers. Chatbots These AI-powered virtual agents handle simple interactions, answering FAQs or performing tasks like scheduling appointments. They’re ideal for common questions, freeing up human agents to handle more complex issues.

Call Center 52

Call Center Chatbots Contact Center e-support 52

CSM Magazine

MAY 24, 2023

Claude is the latest addition to the Contact Center team, and he’s already making waves. As an AI assistant, Claude is designed to streamline the customer service experience, making it faster and more efficient for both customers and agents.

Contact Center 52

Contact Center Virtual Agent Exceptional Customer Service Video 52

Interactions

JULY 7, 2022

The current labor shortage is a big problem, especially for contact centers. Without enough agents in a contact center, customers cannot get the help they need. Not to mention, revenue and brand loyalty drop fast. . Virtual agents also scale quickly to handle unpredicted or seasonal volume.

Virtual Agent 62

Virtual Agent Contact Center eBook Advertising 62

TechSee

OCTOBER 23, 2018

I see you are a Loyalty member since 2007, and have stayed at our property in London every year around this time. If so, I see you have 345 Loyalty points available to use towards your stay. According to Chatbots Magazine , businesses can reduce customer service costs by as much as 30% with virtual agents and chatbots.

Tools 157

Tools Customer Service Chatbots How To 157

Interactions

MAY 6, 2022

Making customer service more efficient will make your brand stand out from competition and drive continued loyalty and increased revenue. . Many are turning to Conversational AI solutions like virtual agents to automate tasks. Don’t fall behind the times when it comes to implementing technology in your contact center.

Virtual Agent 71

Virtual Agent Self Service Customer Experience Wait Times 71

UJET

DECEMBER 17, 2020

The result for customers is more natural and satisfying experiences and loyalty and revenue for companies. If the speech engine is still having trouble understanding the caller, the auto-attendant may connect them with a human agent or ask the customer if they would prefer to converse in their native language.

Examples 72

Examples Virtual Agent Self Service Chatbots 72

UJET

DECEMBER 17, 2020

The result for customers is more natural and satisfying experiences and loyalty and revenue for companies. If the speech engine is still having trouble understanding the caller, the auto-attendant may connect them with a human agent or ask the customer if they would prefer to converse in their native language.

Examples 72

Examples Virtual Agent Self Service Chatbots 72

VDS

SEPTEMBER 17, 2020

The idea is to let technology handle mundane tasks, nuisance calls, and authentication, so your agents can focus on everything else. The beauty of these technologies is they typically work across all contact center solutions with API integration. Agents need accurate, accessible information from reliable and efficient systems.

Virtual Agent 52

Virtual Agent Customer Service Self Service Contact Center 52

VDS

MAY 21, 2024

Chatbots, virtual agents, and automation can manage simple queries, process transactions, and provide instant responses 24/7. Key AI technologies include: Virtual Agents: These AI-powered assistants handle customer queries without human intervention.

Interaction 52

Interaction Customer Service Virtual Agent Contact Center 52

ShepHyken

OCTOBER 5, 2020

Forever-Changed Buying Patterns Mean Rethinking Customer Loyalty by Mary Jo Yafchak. Customer Service Week is October 5-9: Learn 5 Ways to Celebrate Your Virtual Agents When They Need it Most (Thanks, 2020) by Veronica Krieg. 7 Ways to Earn and Build Customer Loyalty for Your Business by Brian Meert. by Chip Bell.

Customer Service 69

Customer Service Hospitality Virtual Agent Loyalty 69

Interactions

DECEMBER 18, 2019

More and more companies are recognizing the importance in cultivating customer relationships and trust throughout the customer journey, including providing services through the contact center. AI and Agents: Better Together. Lisa Michaud, Senior Product Manager.

Trends 62

Trends Customer Experience Contact Center Chatbots 62

TechSee

NOVEMBER 19, 2019

The adoption of conversational AI platforms will reduce the need for separate hierarchical IVR systems, which are menu-based and are rarely used as a front end for business applications outside of the contact center. Low effort is now seen as the key driver of customer loyalty. Adding vision to the mix.

Self Service 19

Self Service Insurance Effort Score Customer Journeys 19

Kustomer

JUNE 27, 2022

What consumers are looking for in a digital-first world is that feeling when your morning coffee barista greets you with a hearty hello and a warm smile, or when you get that email from your food delivery service giving you a free meal for continued loyalty.

Software 92

Software Tools Customer Service Self Service 92

NobelBiz

OCTOBER 15, 2024

For example, in relation to a contact center, it has to do with aligning with customer needs through personalized solutions offered to them, which encourages frictionless interaction across multiple channels. These will minimize call volumes and increase efficiency at the customer’s end in finding quick and easy solutions.

Customer Engagement 52

Customer Engagement Engagement Strategy Self Service 52

Comm100

FEBRUARY 16, 2018

That is why reducing customer effort was voted the number one priority for contact centers in 2018. This statistic comes from CCW Digital’s latest Winter Executive Report – a report that analyzes the customer service priorities of several organizations to discover the most popular goals and strategies for call centers in 2018.

Customer Service 122

Customer Service Social Media Chatbots Knowledge Base 122

TechSee

FEBRUARY 12, 2018

Virtual agent exhibitors at MWC 2018: Nuance. Check out Nina, their award-winning virtual assistant. While blockchain is still a very young technology that has yet to be fully validated, the hype around it is at its peak.

Trends 84

Trends Customer Service Multi-Channel Self Service 84

TechSee

FEBRUARY 12, 2018

Virtual agent exhibitors at MWC 2018: Nuance. Check out Nina, their award-winning virtual assistant. While blockchain is still a very young technology that has yet to be fully validated, the hype around it is at its peak.

Trends 84

Trends Customer Service Multi-Channel Self Service 84

Verint

APRIL 3, 2017

These and other digital means, including increasingly sophisticated and cognitive messaging and chatbot capabilities, are steering routine customer service interactions toward self-service and virtual agent interactions.

Self Service 29

Self Service Virtual Agent Chatbots Consumers 29

InteractionMetrics

MARCH 20, 2025

In this guide, well walk you through our favorite customer experience platforms that deliver on these promises in 2025 so you can boost loyalty, and build trust. Its more about optimizing experiences and customer loyalty than organizing contact info and sales pipelines. What Is CX Software?

Software 52

Software Multi-Channel Contact Center Social Media 52

Uniphore

JUNE 10, 2021

We also learned just how important contact centers are to our everyday lives. Today, as companies look past the pandemic, one thing remains certain: we now expect more from remote support centers than ever before. At Jacada, we recognized the challenges of overwhelmed—and often understaffed—contact centers early on.

Call Center 246

Call Center Self Service Contact Center eBook 246

ProProfs Chat

JUNE 14, 2019

Building Brand Loyalty. 46% of decision-makers in global contact centers expect their business to grow 5-10% in the next year, while 14% project a massive growth of more than 10%. Building Brand Loyalty. Across the globe, 96% of consumers say customer service is an important factor in their choice of loyalty to a brand.

Self Service 90

Self Service Customer Service Social Media Poor Customer Service 90

CSM Magazine

MARCH 18, 2021

We call the service center more annoyed. For most of us, FAQ chatbots do not solve our problems, do not save any costs in the call or contact center and weakens rather than strengthens customer loyalty. Just like a real employee in the call or contact center. The result?

Customer Service 75

Customer Service Virtual Agent Contact Center Chatbots 75

Gainsight

FEBRUARY 13, 2023

The second is loyalty and advocacy, and really growing our methodology around promoting programs that really foster that growth through customer loyalty and community. We’ve also released a contact center platform this year, in addition to announcing Zoom Virtual Agent.

Customer Insights 52

Customer Insights Strategy Innovation Customer Success 52