CCNG
JANUARY 29, 2025
Key Features of a KMS Heres what makes a KMS the game-changer in todays contact centers: Speed of Delivery: Unlike traditional document holders, a KMS is designed to deliver answers within seconds. Closing Thoughts This isnt your mothers contact center anymore. Some systems even leverage Generative AI.
ShepHyken
APRIL 5, 2019
This week we feature an article by Irina Kirnos who writes about how chatbots are customer experience tools that are changing the way that companies interact with their customers. Chatbots are more than just automated FAQ answer generators. That’s the kind of service that today’s chatbot can offer.
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Calabrio
APRIL 15, 2025
Customer Experience Improving Patient Self-Service: How Healthcare Contact Centers Can Use Chatbots & Adaptive Engagement to Elevate Patient Experience The healthcare industry is at a breaking point. Patient self-service tools like chatbots. One solution thats reshaping the patient experience?
Contact Center Pipeline
MARCH 20, 2019
Similarly, chatbot technology offers considerable benefits internally to assist agents in delivering quick, accurate responses to customers, as well as streamlining followup tasks, communications, scheduling and HR requests. Consumers are increasingly turning to virtual assistants to save time and effort in their personal lives.
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A survey of 1,000 contact center professionals reveals what it takes to improve agent well-being in a customer-centric era. This report is a must-read for contact center leaders preparing to engage agents and improve customer experience in 2019.
Contact Center Pipeline
MARCH 13, 2019
With consumers increasingly expecting anywhere, anytime access to conduct simple transactions, more businesses are deploying chatbots to handle routine and repetitive customer service tasks.
Hodusoft
APRIL 21, 2025
Contact Center Software Trends 2025 For Better Customer Service The best today is not going to be good enough tomorrow. So, in the case of contact center software , you have good things to look forward to in 2025. We can expect it to gain even more ground as call centers based around WebRTC become more popular.
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To find how contact centers are navigating the transition to omnichannel customer service, Calabrio surveyed more than 1,000 marketing and customer experience leaders in the U.S. about their digital customer communication strategies. Read the report to find out what was uncovered.
Speaker: Jeremy Watkin, Director of Customer Experience at FCR
If you're a contact center leader you've undoubtedly been inundated with sales people trying to get you to hop on the chatbot bandwagon. But is this the best place to burn our operational calories?
Speaker: Cognigy and CCT
Adding chatbots and voice bots are great first steps contact centers are taking to automate customer service. Join this live discussion with two contact center solution experts on how to enable live agents to work across all digital channels and deliver a professional multi-experience across all touch points.
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What does the contact center of the future look like? Depending on the customer base, you may have 40% of your chat, SMS, and email answered by a chatbot, 30% of voice calls answered by a virtual agent or voice bot, and only 30% actually answered by a human.
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Download our study of 1,000 contact center agents in the US and UK to find out what major challenges are facing contact center agents today – and what your company can do about it. What does it take to engage agents in this customer-centric era?
Speaker: Jim Rembach, Editor in Chief, CX Global Media
Most contact center leaders view the touchpoint from agent to customer as the most important. The rise of chatbots and AI has changed that. The touchpoint from contact center leaders to their employees has become essential in order to introduce these new technologies as a form of empowerment rather than a total replacement.
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But simply deploying AI in your contact center isn't a magic bullet. Recent incidents, such as the missteps of an AI chatbot deployed by Air Canada, have underscored the complexities and risks involved in leveraging AI in customer-facing roles. There are hidden dangers that can derail your AI dreams.
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If Artificial Intelligence for businesses is a red-hot topic in C-suites, AI for customer engagement and contact center customer service is white hot. This white paper covers specific areas in this domain that offer potential for transformational ROI, and a fast, zero-risk way to innovate with AI.
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