ShepHyken
JUNE 21, 2019
Chatbots and live chat for the on-demand consumer. Chatbot and live chat technologies are not new, but their utility as effective parts of on-demand consumers accessing your brand is. Chatbots are becoming every customer experience professional and marketer’s most prized possession for automated customer interactions.
Callminer
FEBRUARY 23, 2021
Technological Trends. ” – Julie Bai, Call Center Technology and Trends Every Business Leader Must Know in 2020 , Nextiva; Twitter: @Nextiva. ” – Call Center Technology Trends for 2020 , Expivia; Twitter: @expivianow. Remote support technology is being used more and more. AI is here to stay.
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ShepHyken
MARCH 10, 2025
Top Takeaways To meet customer needs, businesses must continuously adapt to new expectations and technologies. Aligning customer experience technology investments with actual customer needs makes sure they lead to improved service and product satisfaction. How can customer feedback effectively enhance products and services?
ShepHyken
MARCH 11, 2025
While many companies are still improving and trying to keep up with the technology, customers who take advantage of the new ways to get questions answered and complaints resolved are very happy with the companies that have kept up with the latest ways to manage the customer experience. Sometimes, they even want a little empathy.
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. How these emerging technologies can improve engagement, reduce churn. But is this the best place to burn our operational calories? How to integrate new tools in your support tech stack, and more.
ShepHyken
OCTOBER 27, 2024
My CX research finds that while most customers (70%) prefer the phone as a primary channel for customer support, 30% prefer the digital experience, which can include chatbots. The problem is that some companies have invested in newer technology that creates a great experience while others have not. Engage, Delete, Ignore or Snub?
ShepHyken
NOVEMBER 14, 2024
He shares how AI is transforming customer and employee experiences by enhancing efficiency, engagement, and satisfaction through generative AI, chatbots, and real-time support. Chatbots and voicebots are making a difference, too. The impact is clear—63% of businesses report higher engagement between agents and customers as a result.
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What does it take to engage agents in this customer-centric era? 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.
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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.
Advertiser: Interactions LLC
Chatbots are becoming increasingly popular, but it’s important to remember that they’re only as smart as the technology behind them. Download this Interactions LLC eBook to learn more about chatbots and how to select automated customer care technology for your company.
Speaker: Rick Nucci, Co-Founder & CEO of Guru
With the advent of chatbots, artificial intelligence, interactive voice response, and machine learning, novel technologies continue to disrupt the contact center industry. These advances initially gave the impression that automation will replace the human element. How to leverage AI to drive cloud-based solutions in contact centers.
Speaker: Jim Rembach, Editor in Chief, CX Global Media
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. Most contact center leaders view the touchpoint from agent to customer as the most important.
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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.
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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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