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.

Customer Service 172

Customer Service Virtual Agent Enterprise Contact Center 172

Creative Virtual

DECEMBER 10, 2020

This is the seventh time I’ve done this annual year in review blog post, but never have I had to review a year that was like 2020. I don’t need to tell you that not everything went as planned, but there were still some bright spots for us and the chatbot, virtual agent and live chat industry.

Virtual Agent 52

Virtual Agent Chatbots Technology Personalization 52

DMG Consulting

DECEMBER 1, 2020

2020 Contact Center Retrospective. What an amazing year 2020 has been – never seen anything like it and hope we won’t again. However, the key to success remains being able to connect with a live agent, when necessary. . AI-based conversational systems are automating and speeding up the handling of all kinds of interactions.

Contact Center 100

Contact Center Government Self service Virtual Agent 100

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.

Contact Center 124

Contact Center Technology contact center solutions Virtual Agent 124

SmartAction

JANUARY 16, 2020

It’s predicted that 50% of searches will be conducted through voice in 2020 (and 100% will be monitored by the Russian government). If you’ve experienced a bad Virtual Agent recently, chances are, it may have had nothing to do with the underlying technologies and everything to do with how it was designed. Conversational UX.

Virtual Agent 54

Virtual Agent Self service Government Healthcare 54

Contact Center Pipeline

SEPTEMBER 9, 2020

Many organizations are now 100% work-from-home or have a workforce divided between brick-and-mortar and virtual agents (82% are WFH since July 2020—Gartner). Our workforce management (WFM) landscape is changing at breakneck speed. This presents entirely new challenges and opportunity for workforce managers.

Management 162

Management Virtual Agent Contact Center Call Center 162

Creative Virtual

JULY 22, 2020

The closing of physical store and office locations, restrictions on in-person activities, new guidelines to keep contact centre agents safe, rapidly changing information – these challenges and disruptions to business-as-usual have forced organisations to adapt quickly and re-evaluate the needs of their customers.

Virtual Agent 52

Virtual Agent Self service Surveys Customer centricity 52

CSM Magazine

DECEMBER 17, 2019

John Ing, Principal Operations Lead for CX at ECS shares his CX Predictions for the banking industry in 2020. An interaction might start with a basic chatbot, switch to an AI-powered virtual agent that understands context better and finally escalate to a voice call with a contact centre agent.

Banking 85

Banking Customer Experience Abandon Call Virtual Agent 85

DMG Consulting

NOVEMBER 14, 2020

DMG Consulting Releases 2020 – 2021 Digital Customer Service Product and Market Report. What: Releases 2020 – 2021 Digital Customer Service Product and Market Report. What: Releases 2020 – 2021 Digital Customer Service Product and Market Report. When: Today, 30 September 2020.

Consulting 62

Consulting Consulting Marketing Customer Service 62

DMG Consulting

AUGUST 3, 2020

DMG Consulting Releases 2020 – 2021 Interaction Analytics Product and Market Report. What: Releases 2020 – 2021 Interaction Analytics Product and Market Report. What: Releases 2020 – 2021 Interaction Analytics Product and Market Report. When: Today, 23 July 2020.

Consulting 62

Consulting Consulting Analytics Marketing 62

SharpenCX

SEPTEMBER 24, 2020

2020 didn’t cancel National Customer Service Week. Get 52 conversation starters to learn more about your agents. . The post Customer Service Week is October 5-9: Learn 5 Ways to Celebrate Your Virtual Agents When They Need it Most (Thanks, 2020) appeared first on Sharpen. This year, we’ve been robbed of ritual.

Virtual Agent 52

Virtual Agent Customer Service Scripts Coaching 52

DMG Consulting

APRIL 15, 2020

DMG Consulting Releases 2020 – 2021 Workforce Management Product and Market Report. What: Releases 2020 – 2021 Workforce Management Product and Market Report. What: Releases 2020 – 2021 Workforce Management Product and Market Report. When: Today, 8 April 2020. Where: Available at the DMG Consulting online store.

Consulting 62

Consulting Consulting Marketing Management 62

DMG Consulting

DECEMBER 7, 2020

DMG Consulting Releases 2020 – 2021 Cloud-Based Contact Center Infrastructure Product and Market Report. What: Releases 2020 – 2021 Cloud-Based Contact Center Infrastructure Product and Market Report. What: Releases 2020 – 2021 Cloud-Based Contact Center Infrastructure Product and Market Report.

Consulting 62

Consulting Consulting Contact Center Marketing 62

InGenius

JANUARY 31, 2020

As January comes to a close, we wanted to have a look at what 2020 has in store for the contact center. Being a progressive industry driven by innovation and new technology, we can expect to see several trends emerging this year that propel the industry forward and have a significant impact on customer experience and agent productivity.

Omni-channel support 62

Omni-channel support Contact Center Virtual Agent Self service 62

Creative Virtual

DECEMBER 21, 2020

As we approach the end of 2020, the whole Creative Virtual team around the world want to say thank you to all our blog readers, customers and partners for joining us on this roller coaster of a year! Then check out our 2020 in Review blog post for more highlights and educational resources.

Virtual Agent 98

Virtual Agent Chatbots Education Technology 98

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 […].

Contact Center 232

Contact Center Virtual Agent Call Center Technology 232

DMG Consulting

MARCH 9, 2020

DMG Consulting Releases 2019 – 2020 Workforce Optimization Product and Market Report. What: Releases 2019 – 2020 Workforce Optimization Product and Market Report. What: Releases 2019 – 2020 Workforce Optimization Product and Market Report. When: Today, 18 February 2020.

Consulting 48

Consulting Consulting Marketing Contact Center 48

DMG Consulting

MAY 21, 2020

VISION 2020. In 2020 we’re going to see new and continued investments that will finally allow companies to decrease the number of live agent resources needed in contact centers, which is the number-one goal for these people-intensive organizations. By Donna Fluss. View this document on the publisher’s website.

Transportation 48

Transportation Contact Center Enterprise Self service 48

Uniphore

AUGUST 12, 2021

Unsurprisingly, sales of these multimodal assistants grew 30% in 2020, while voice-only assistants saw a 3% decline. Multimodal Virtual Agents allow customers to tap, text and talk to get more done , with little effort. Multimodal Virtual Agent Implementation and Best Practices. View Webinar.

Best practices 98

Best practices Virtual Agent Scripts Call flow 98

SmartAction

APRIL 9, 2020

SmartAction lends it recently-released Rapid Response Virtual Agent to the toll-free coronavirus hotline launched by NFL QB Jameis Winston and Dr. Scott Kelley to help families get rapid responses to common questions, triage callers, and provide guidance for medical treatment and/or a coronavirus test. About SmartAction.

Virtual Agent 88

Virtual Agent Contact Center Technology Customer Service 88

TechSee

OCTOBER 9, 2018

trillion in spending — in the United States by 2020. AI-powered virtual agents. Cloud-based CRMs, self-service portals, AI-powered virtual agents, visual engagement and personalization tools have emerged to help companies maintain a competitive advantage when it comes to Millennial generation customer service.

Customer Service 359

Customer Service Self service Virtual Agent Chatbots 359

DMG Consulting

OCTOBER 17, 2019

DMG Consulting Releases 2019 – 2020 Contact Center Analytics Product and Market Report. What: Releases 2019 – 2020 Contact Center Analytics Product and Market Report. DMG expects the number of IA seats to increase by 12% in 2019, 11% in 2020, 10% in both 2021 and 2022, and 9% in 2023.

Consulting 48

Consulting Consulting Contact Center Analytics 48

DMG Consulting

DECEMBER 11, 2019

DMG Consulting Releases 2019 – 2020 Cloud-Based Contact Center Infrastructure Product and Market Report. What: Releases 2019 – 2020 Cloud-Based Contact Center Infrastructure Product and Market Report. DMG expects the number of CBCCI seats to increase by 23% in 2019 and 2020, by 21% in 2021 and 2022, and by 20% in 2023.

Consulting 48

Consulting Consulting Contact Center Marketing 48

DMG Consulting

MARCH 31, 2019

DMG Consulting Releases 2019 – 2020 Workforce Management Product and Market Report. What: Releases 2019 – 2020 Workforce Management Product and Market Report. 2019 – 2020 Workforce Management Product and Market Report. Strong momentum driving market growth and investments.

Consulting 48

Consulting Consulting Marketing Management 48

SmartAction

DECEMBER 15, 2021

In February 2020, 7 million jobs were open in the US, while the unemployment rate was 3.5%. Other factors include automation of routine jobs, the drug addiction crisis as overdose deaths jumped to 30% in 2020, and a lack of childcare infrastructure. With easily scalable virtual agents, hold times are eliminated.

Contact Center 79

Contact Center Virtual Agent Agent burnout Self service 79

Contact Center Pipeline

DECEMBER 28, 2020

We are finally at the end of a turbulent 2020. It has been quite a journey—with many more months of market uncertainty and workplace challenges ahead. Over the past eight months, like many of our readers, we have been forced to pivot our editorial coverage to focus on the impacts of COVID-19 on the contact […].

Contact Center 296

Contact Center Management Marketing Virtual Agent 296

SmartAction

APRIL 1, 2020

SmartAction is responding to the current crisis with a Rapid Response Virtual Agent that intercepts callers with a seamless channel switching experience to answer commonly asked questions and even screen callers to create an escalation path (e.g. How a Rapid Response Virtual Agent Works. For a live demo, visit [link].

Virtual Agent 57

Virtual Agent Contact Center Healthcare Government 57

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.

Call Center 124

Call Center Virtual Agent Self service Contact Center 124

SmartAction

AUGUST 18, 2020

Los Angeles, CA – August 18, 2020 – SmartAction®, a leading provider of AI-powered virtual agents for contact centers, today announces its promotion of Gary Davis from President to Chief Executive Officer. As a result, our clients are able to free up their live agents to handle higher priority conversations.

Virtual Agent 94

Virtual Agent Entertainment Contact Center Self service 94

Creative Virtual

OCTOBER 5, 2020

2020 has brought new customer service challenges for companies and altered the way customers engage with businesses, perhaps forever. This three-part blog series explores the business value of using a chatbot or virtual agent to provide easy-to-use self-service, starting with supporting customers.

Virtual Agent 52

Virtual Agent Customer Service Chatbots Self service 52

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. Smarter Agents. Virtual agents learn as they process more information, but someone must train them.

Virtual Agent 109

Virtual Agent Self service Contact Center Call Center 109

Creative Virtual

JANUARY 9, 2020

Shep Hyken (@Hyken) January 5, 2020. Just as each company is unique, so should be their chatbot, virtual agent and live chat strategy – there’s no one-size-fits-all approach that guarantees success. The guide includes: Three steps for creating a successful chatbot, virtual agent and live chat strategy.

Virtual Agent 40

Virtual Agent Chatbots Self service Feedback 40

Outsource Consultants

FEBRUARY 21, 2024

“AI will replace human contact center interactions,” according to some CX experts in 2020. Intelligent Virtual Agents (IVAs): These dynamic conversationalists guide customers through self-service options, making the process smoother and more intuitive. But the truth around AI hasn’t been so black and white.

Call Center 67

Call Center Virtual Agent Morale Chatbots 67