Aspect
DECEMBER 27, 2017
What happened in 2017, and what will 2018 bring? Accordingly, I expect to see a range of new solutions see the light of day in 2018; solutions that bring the old solutions like Interactive Voice Response (cue the robotic ‘press 1 for English’ script) into the 21 st century, on a channel people actually like to use.
Vonage
MARCH 28, 2019
It’s called Interactive Voice Response (IVR), and the vast majority of companies are using it – but they’re using it to cut costs, not to enhance the customer experience. in 2018 believed that customer experience needs improvement at most companies. Learn more in the Guide: How to End IVR Horrors.
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Callminer
APRIL 20, 2018
As your customers demand to address less complex issues with self-service , for example, you should adopt self-service analytics using business intelligence to analyze self-service interactions via interactive voice response (IVR), self-service websites, and chatbots.
ShepHyken
APRIL 13, 2018
These reasons are reflected by the CCW Executive Report on Contact Center Priorities for 2018, where increasing the “voice of the customer” strategy is the #3 contact center priority this year. The digital transformation has provided plenty of channels through which to survey: email, IVR, text, outbound voice, and even IM.
Speaker: Rick Nucci, Co-Founder & CEO of Guru
With the advent of chatbots, artificial intelligence, interactive voice response, and machine learning, novel technologies continue to disrupt the contact center industry. November 6th, 2018 9:00 AM PST, 12:00 PM EST, 4:00 PM GMT. These advances initially gave the impression that automation will replace the human element.
Fonolo
MAY 31, 2018
In 2018, businesses will be able to quickly address customers using more advanced live chat capabilities. Social media has created a “call-out culture”, wherein customers utilize social platforms to vent about poor customer service , thus holding brands responsible to a larger public for their actions. Don’t miss the last 8 trends!
Contact Center Pipeline
SEPTEMBER 5, 2017
Many of you reading this are likely in the throes of it right now: the annual budgeting process. You are being pressured to “do more with less,” and you will be held accountable for everything you agree to during this period (and yes, even some things that you never agreed to). It’s a hectic period, […].
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