TechSee

OCTOBER 10, 2024

This investment delivered a 24% improvement in their self-service containment rate over their legacy chatbot. Ultimately, they found additional opportunities by expanding their Agentic chatbot into an Agentic Voice Bot, and expanding their informational Agentic AI into additional simple use cases with lesser scale.

Chatbots 109

Chatbots Self service Strategic Value Accountability 109

Blueship Call Center

DECEMBER 19, 2024

Beyond cost-cutting: Strategic value Although one of the main advantages of outsourcing is cost reduction, there are many other advantages as well. They are strategic partners who assist companies in adapting to shifts in customer needs without having to deal with the hassle of internally recruiting and training employees.

outsourcing 74

outsourcing Call Center Healthcare Education 74

Calabrio

MARCH 25, 2025

Shirking concerns about AI-related growing pains, 83% of leaders believe that AI will enable 24/7 support across channelsand 79% say it will transform contact centers into strategic value drivers in the process. 59% of contact centers using chatbots, and 30% plan to in the future.

Contact Center 52

Contact Center Self service Strategic Value Metrics 52

teleopti

APRIL 30, 2019

Communicate the strategic value of the individual – engaged people go above and beyond what is expected of them because they feel part of a purpose larger than themselves. Communicate corporate goals or business changes and demonstrate the strategic value each individual can bring to the overall success of the company.

Employee engagement 80

Employee engagement Management Self service Strategic Value 80

TeamSupport

SEPTEMBER 16, 2020

In Part 1 and Part 2 of this blog series based on the whitepaper co-produced by ServiceXRG and TeamSupport, we introduced the concept of how to position the investment in customer support as a strategic value aligned to current business practices and target outcomes, and about the evolving role of B2B customer support.

B2B 89

B2B Customer Support Strategic Value Customer retention 89

Playvox

MARCH 19, 2024

From eliminating manual, repetitive tasks for agents to leveraging natural language processing (NLP) and AI with chatbots and phone support, contact center AI provides numerous opportunities to transform CX — and the bottom line. What Is Contact Center AI? But it goes beyond enabling automation.

Contact Center 74

Contact Center Quality management Interactive Voice Response Coaching 74

NICE inContact

SEPTEMBER 11, 2018

NICE inContact recently commissioned a study by Forrester Consulting —the Total Economic Impact of NICE inContact CXone—to quantify the financial benefits and strategic value of migrating from on-premises contact center technology to its cloud customer experience platform, CXone.

contact center solutions 48

contact center solutions Cloud contact Contact Center Virtual Agent 48