TechSee
FEBRUARY 20, 2018
In fact, according to a Walker study , by the year 2020 customer experience will overtake price and product as the key brand differentiator. Here are the steps to get started: Build the virtual agent around a single strategic objective. Is it cost reduction?
ShepHyken
OCTOBER 5, 2020
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. Sharpen Technologies) 2020 didn’t cancel National Customer Service Week. My Comment: Customer service week starts today, October 5, 2020! Follow on Twitter: @Hyken.
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Creative Virtual
APRIL 30, 2020
These organisations can ‘rescue’ the customer experience by guiding customers to the information they need online while at the same time relieving some of the pressure from their contact centre so agents can better serve customers with questions that need human support. It’s also interesting to break down the virtual agent traffic by region.
Contact Center Pipeline
JANUARY 23, 2020
In today’s highly dynamic digital economy, there is no set safeguard against uncertainty. We live in an era where a single tweet or photo can completely reshape a brand’s perception—for better or worse. And at the same time, businesses are striving to meet and exceed a moving goal post of customer preferences, influenced by a […].
Speaker: Brian Morin, CMO, Mark Landry, VP Product, Marilyn Cassedy, Director of Customer Success, SmartAction
It just so happens that whenever we design and deploy a new AI-powered virtual agent over voice, the self-service application invariably falls into one of 5 distinct categories. Thursday September 17th, 2020 at 11AM PDT, 2PM EST, 6PM GMT. In this webinar, you will learn: How to categorize interactions for AI applicability.
AWS Machine Learning
MARCH 31, 2023
The key to making this approach practical is to augment human agents with scalable, AI-powered virtual agents that can address callers’ needs for at least some of the incoming calls. per contact—a virtual agent can potentially save $7.91 (98%) for every call it successfully handles.
Cisco - Contact Center
AUGUST 3, 2020
I’m excited to announce that Webex Contact Center was among the 2020 Contact Center Technology Award winners, presented by CUSTOMER Magazine this month. Cisco Wins UC Today’s Best Collaboration Platform for 2020. A Message to Our Customers: Your Agents Can Work From Home with Your Cisco Contact Center Solution.
Speaker: Brian Morin, CMO, SmartAction & Aarde Cosseboom, Director of GMS Technology and Product, TechStyle Fashion Group
Why the performance of TechStyle's virtual agents rivals that of live agents. April 15th, 2020 11:00 AM PDT, 2:00 PM EDT, 7:00 PM GMT How TechStyle saved $1.1M in their first year afterwards. Today, TechStyle Fashion Group automates millions of calls and chats each year with conversational AI.
Speaker: Brian Morin, CMO, SmartAction & Patty Kleinfeldt, Director of Q&E, AAA
One of the most trusted brands in the world, AAA, took the most critical aspect of their Customer Experience and handed it over to an AI-powered virtual agent for omnichannel self-service. The secret of data + business logic to keep virtual agents in their "swim lane".
Speaker: Brian Morin, CMO, SmartAction & Aarde Cosseboom, Director of GMS Technology and Product, TechStyle Fashion Group
Adapting to a post-COVID world means recession-proofing your contact center with AI that reduces reliance on live agents with virtual agents that are always on, perfectly trained, and at a fraction of the cost. Thursday July 16, 2020 11AM PST, 2PM EST, 6PM GMT Sketch a back-of-the-napkin ROI in minutes.
Speaker: Brian Morin, CMO & Phillip Fisher, CX Consultant at SmartAction
2020 was the year that customer call centers and customer experience were pushed to their limit. With the influx of calls replacing in-person interactions, it is up to our virtual agents to not only evolve to the new demands but also to help alleviate the current stressors on live agents.
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