VHT

OCTOBER 18, 2018

Even with excellent self-service options, people still need to talk to a person every now and then, especially for a sensitive or complex issue. A major European telecommunications provider wanted to maintain their high-touch, premium brand while encouraging people to use self-service. Employee Engagement Technology.

Contact Center 48

Contact Center Gamification Employee engagement Chatbots 48

CSM Magazine

FEBRUARY 28, 2020

Spitch AG, the leading developer of enterprise speech solutions have announced a partnership with Creative Virtual, a world leader in customer and employee engagement solutions. . In 2019, Spitch was recognized by Gartner as a “cool vendor” in speech and natural language, in a corresponding report.

Virtual Agent 59

Virtual Agent Self service Banking Chatbots 59

TechSee

NOVEMBER 3, 2020

Technicians may use augmented reality or computer vision technologies to help them provide remote support to customers through several digital touchpoints—web, voice, chat, messaging, social media, video and email—and therefore support multiple channels of customer engagement. increased service efficiency.

Customer effort 109

Customer effort industry standards Contact Center Surveys 109

TechSee

MARCH 7, 2019

With this in mind, Gartner’s “ How CEC Agents Could Benefit From Having a Digital Buddy ,” recommends that contact centers invest in technology strategies that not only drive operational performance, but that boost agent engagement and satisfaction. Today’s limited Virtual Employee Assistants. Building a better VEA. Team-based models.

Gamification 104

Gamification Contact Center Agent Empowerment Self service 104

Serenova

FEBRUARY 11, 2019

Tapping into these generational shifts is one of five trends highlighted in our e-book, Contact Center Trends You Need to Know 2019. The best customer experience strategy, especially if your customer base is multi-generational, is a range of self-service options as part of an omnichannel offering. Trend 2: Self-service Reset.

Contact Center 40

Contact Center contact center workforce Self service Employee engagement 40

teleopti

DECEMBER 13, 2018

What are some of the key trends that will mold business and customer service operations in 2019? Dick Bucci of Pelorus Associates, a market research, consulting, and marketing communications firm that specializes in the contact center industry, dives into 5 trends impacting customer service and which companies need to stay on top of.

Customer Service 48

Customer Service Banking Contact Center Self service 48

Transparent BPO

AUGUST 13, 2019

Customer satisfaction with contact centers is down, according to the Contact Center Satisfaction Index 2019 from CFI Group, a market research firm. Don’t Force Self-service on Customers Self-serve options can be great for customers who are in a hurry, but not when they need to speak with an agent.

Contact Center 85

Contact Center Customer Experience Gamification Interactive Voice Response 85

DMG Consulting

MARCH 5, 2025

Top Contact Center Goals for 2025 Improving the CX is the top business goal for service organizations in 2025, selected by 57.6% of respondents and recapturing sole possession of first place after tying with enhancing self-service solutions in 2024. Enhancing self-service systems came in second place, chosen by 53.0%

Contact Center 62

Contact Center Self service Surveys Consulting 62

Calabrio

FEBRUARY 24, 2020

Calabrio empowers customers with products and services that uniquely and consistently enrich human interactions in the contact center and beyond, which is why we are honored to once again be named a Visionary in the 2020 Gartner Magic Quadrant for Workforce Engagement Management (WEM) 1. Click here to read the full report.

Management 12

Management Big data Analytics Employee engagement 12

CSM Magazine

FEBRUARY 28, 2020

Spitch AG, the leading developer of enterprise speech solutions, with headquarters in Switzerland and offices in London, Madrid and Milan, today announced a partnership with Creative Virtual, a world leader in customer and employee engagement solutions. .

Virtual Agent 52

Virtual Agent Self service Banking Chatbots 52

Calabrio

MAY 10, 2019

I’m excited to share that Calabrio is sponsoring the Gartner Customer Experience & Technologies Summit 2019 on 22-23 May in London. Here’s a topic close to my heart—the link between employees and customers. No CX strategy or tech investment will be successful without a talented and engaged team.

Technology 40

Technology Customer Experience Journey mapping Best practices 40

DMG Consulting

FEBRUARY 20, 2025

We asked about business and technology plans for the upcoming year, as weve done for the past ten years (with the exception of 2019), and we requested insights into the benefits they are receiving or expect to realize from leveraging artificial intelligence (AI). Like what you’re reading? Signup for DMG’s free monthly newsletter.

Contact Center 62

Contact Center Technology Interactive Voice Response Surveys 62

bold360 Blog

SEPTEMBER 8, 2020

It turns out that the key to being resilient in the areas of customer and employee experience (CX and EX) is using self-service tools and knowledge base management tools, and blending them with human agents to provide a flexible, scalable, and future-proof approach to customer and employee engagement.

Chatbots 52

Chatbots Self service Banking Employee engagement 52

Call Experts

FEBRUARY 12, 2020

Key providers are building professional services and resources to assist customers with strategic AI plans. Self-service tools empower customers to reach out to agents for more complex interactions, like those requiring judgment and empathy. In 2019, automatic call distribution sported 23.3% FCC blocks Robo-Calls.

Cloud contact 69

Cloud contact Contact Center Journey mapping Interactive Voice Response 69

Creative Virtual

OCTOBER 7, 2019

Here’s our annual blog post roundup of trends, tips and stats to help you consistently deliver a five-star customer service experience: Top Tips for Implementing a Chatbot or Virtual Agent in 2019 – These eight tips address the most important items organisations should consider when evaluating and deploying chatbot or virtual agent technology.

Customer Service 40

Customer Service Virtual Agent Chatbots Self service 40

Noble Systems

JANUARY 29, 2019

But despite innovations like omnichannel and artificial intelligence, the importance of providing firstline employees with the tools to deliver optimal customer experiences has not changed. Contact center leaders must adapt to current day realities.

Agent Empowerment 58

Agent Empowerment Contact Center Customer centricity Surveys 58

Creative Virtual

SEPTEMBER 17, 2019

Organisations using these platforms are struggling to create unstructured conversation flows and deliver intelligent self-service that can help users solve issues using natural language. A self-service tool that can’t grow with the company won’t deliver long-term success. The post “Virtual Moron-Idiot!”:

Chatbots 40

Chatbots Virtual Agent Enterprise Self service 40

Noble Systems

JANUARY 29, 2019

But despite innovations like omnichannel and artificial intelligence, the importance of providing firstline employees with the tools to deliver optimal customer experiences has not changed. Contact center leaders must adapt to current day realities.

Agent Empowerment 47

Agent Empowerment Contact Center Customer centricity Surveys 47

Enghouse Interactive

APRIL 28, 2019

As a result, on a global basis 88% (versus 77% in 2015) of business executives* have identified that improving the customer experience is their most important focus for 2019 onwards, specifically noting that integrating and pro-actively managing omni-channel capabilities are key to achieving that objective. Dimension Data 2019 report.

Quality management 40

Quality management Management Scripts Call flow 40

Creative Virtual

JANUARY 7, 2020

Last year we had further external recognition from analyst group Frost & Sullivan when they named us the AI-Enhanced Customer Self-Service Product Leader – another impressive accomplishment! During 2019, a number of our customers have published verified reviews of our company and technology on the Gartner Peer Insights* website.

Virtual Agent 40

Virtual Agent Chatbots Enterprise Banking 40

Enghouse Interactive

MAY 21, 2019

As a result, on a global basis 88% (versus 77% in 2015) of business executives* have identified that improving the customer experience is their most important focus for 2019 onwards, specifically noting that integrating and pro-actively managing omni-channel capabilities are key to achieving that objective.

Quality management 40

Quality management Management Scripts Call flow 40

Hodusoft

MARCH 21, 2024

billion in 2019 and is expected to grow at a CAGR of 7.4% Improving Customer Service in BPOs with Multi-Tenant Contact Center Software Read More How HoduCC-Omnichannel CX Suite Help BPOs address Their Key challenges? As per a report , the global BPO market size was valued at $221.5 from 2021 to 2028.

Contact center software 52

Contact center software Business Process Outsourcing Interactive Voice Response outsourcing 52

RapportBoost

DECEMBER 10, 2018

Take notes – the info will help you create a killer Conversational Selling strategy for 2019! Customer channel preferences are increasingly important, with more knowledge, organizations can deliver better self-service. Tony: Self Service, we would switch to that. No worries! Here’s the archived version.

Customer centricity 40

Customer centricity Contact Center Self service Journey mapping 40

Balto

FEBRUARY 6, 2023

How to Fix Onboarding, According to 400+ Contact Center Employees – Balto Ai. 2019, January 23). Gartner Predicts That By 2026, 75% of Customers Will Call Customer Service and Support Due to Loneliness. 2019, February 8). 2019, July 16). 2019 State of the Workforce Report: Pay, Promotions and Retention.

Contact Center 52

Contact Center Coaching Surveys Scripts 52

Fonolo

NOVEMBER 17, 2020

“Expect to see more focus on digital and self-service, less brick and mortar, more efficiency-builders for company and customer, and an increased call for the return of voice to handle the challenging stuff. Contact Center Trends 2019. Saving the day’ for contact center agents will be a predominant quest in 2019.

Contact Center 176

Contact Center Gamification Call Center Average Handle Time 176

Comm100

MAY 21, 2019

ICMI Expo 2019 took place from the 13 th -16 th May at the rather glamorous Diplomat Resort, Hollywood Beach, Florida. Expo 2019’s theme was “Navigate the tides of transformation” and as well as covering a lot of the type of best practices CX pros are familiar with, the Expo contained a lot of fresh topics and technologies too.

Contact Center 77

Contact Center Surveys Best practices Metrics 77