BlueOcean

OCTOBER 22, 2020

When the world hit the pause button in the face of COVID-19, putting our client’s customer care programs on hold wasn’t an option. And that begins with the three key pillars to successful remote agent training: preparation, expectations, and engagement. Right off the bat, this will be a cross-functional effort.

Contact Center 156

Contact Center Training Effort Score Virtual Agent 156

Playvox

MARCH 19, 2024

But as customers’ communication needs and preferences shifted, contact centers today provide omnichannel support. As NLP, ML, and conversational AI evolved, modern contact centers embrace AI-powered chatbots, virtual agents or assistants, voice recognition, and other tools to deliver self-service options to customers.

Contact Center 74

Contact Center Self Service Net Promoter Score Effort Score 74

NobelBiz

JANUARY 10, 2021

A chatbot, also known as an intelligent virtual agent, is a program that can do activities independently while communicating with humans over a communication channel. Typically, contact centers would use a chatbot to increase sales or improve customer service via messaging services or boost their communication channel presence.

Contact Center 52

Contact Center Chatbots Virtual Agent Call Center 52

Pointillist

SEPTEMBER 28, 2021

The amount of effort, resources and cost necessary to achieve a comprehensive and effective omnichannel strategy are staggering. Those who try to tackle this problem often find that their efforts suffer due to lack of focus, competing priorities and significant costs. Why Customer Journeys are the Key to Contact Center Optimization.

Contact Center 40

Contact Center Customer Journeys Self Service How To 40