Jon Arnold

JANUARY 18, 2023

This one is with NICE , and it draws on a recent white paper I did for them. As the title in the visual below shows, we’ll be exploring the bigger picture for AI in the contact center, and why it’s much more than chatbots. Got another webinar to share here.

Chatbots 84

Chatbots Contact Center Marketing 84

CX Global Media

AUGUST 8, 2019

And there’s a lot of companies that are here talking about call guidance, AI, chatbots, when you start talking about what you’re doing, how does all of that fit? We have a lot of information videos and, white papers that explained what we’ve done for our customers. Anthony Scodary : Sure.

Contact Center 246

Contact Center Coaching Call Center Analytics 246

Callminer

APRIL 20, 2018

As your customers demand to address less complex issues with self-service , for example, you should adopt self-service analytics using business intelligence to analyze self-service interactions via interactive voice response (IVR), self-service websites, and chatbots.

Best practices 186

Best practices Contact Center Customer Experience Interactive Voice Response 186

CSM Magazine

JANUARY 15, 2025

Case in point: in a Box-sponsored IDC white paper , 30% of respondents cite better chatbots for customer interaction as an area where they see the greatest positive impact from using generative AI. You can dramatically boost your odds of customer retention and loyalty with AI-powered chatbots or automated systems.

Chatbots 52

Chatbots Sales Customer retention Personalization 52

Fonolo

JUNE 20, 2018

Change things up with chatbots. If you require a deeper dive into ramping up your CX regimen, be sure to check out our recent white paper which gives a play-by-play of the CX trends for the year. White Paper: CX Trends You Need to Watch in 2018. Whenever possible, never put a customer on hold. Say “Thank You”.

Customer Experience 120

Customer Experience Brand ambassadors Education Feedback 120

Callminer

FEBRUARY 4, 2021

Download our white paper, The Vulnerability Blueprint: How to Identify, Support and Retain Vulnerable Customers , to learn more about how your organization can identify and support vulnerable customers. You may have a well-built contact center that focuses on email queries and chatbots at the detriment of live answering services.

Call Center 345

Call Center Contact Center Finance Consulting 345

Callminer

MAY 27, 2020

To learn how AI can assist you in retaining top talent within your organization, download our white paper, Understanding How Interaction Analytics Can Reduce Agent Attrition. For the best tips on consistently improving the employee experience at your company, read on: Tips to Improve Employee Experience.

Employee engagement 254

Employee engagement Surveys Feedback Personalization 254

Fonolo

FEBRUARY 11, 2020

If the utility of chatbots has been overstated and why they won’t replace humans. This white paper explores key areas that are sure to shake up the industry. In it, we discuss: Why voice is the most omnipresent channel and will remain so for years to come. What’s Inside: Preparing for the second text-revolution.

Contact Center 98

Contact Center outsourcing Call Center Chatbots 98

Comm100

FEBRUARY 11, 2025

They dont force you to call a single phone number during business hours; they offer live chat, AI chatbots tailored for higher education , mobile apps, and self-service portals. But with AI chatbots, students can get answers immediately. At Comm100, weve seen firsthand how AI-powered chatbots are transforming student support.

Chatbots 52

Chatbots Education Banking Self service 52

Fonolo

MARCH 22, 2018

With the emergence of chatbots and customer service via email or Messenger, it’s easy to assume that this shift in technology is being directed by consumer preference. White Paper: 9 Critical Contact Center Trends for 2018. This white paper explores key areas that are sure to shake up the industry.

Customer Service 79

Customer Service Customer retention Call Center Contact Center 79

Nextiva

JULY 8, 2019

To serve today’s customers, we must think beyond automated sales emails or chatbots. Ask yourself if you’d like to be pitched to immediately after you’ve downloaded an ebook or white paper. We’re guessing, no. So, what’s changed in customer loyalty programs? How do you keep ramping up customer retention?

voip 67

voip Customer Service Chatbots Customer retention 67

Fonolo

APRIL 4, 2018

Apple is emphasizing that Business Chat is about human-to-human communication and not about “chatbots” or “bots”. White Paper: 9 Critical Contact Center Trends for 2018. This white paper explores key areas that are sure to shake up the industry. No Bots Please.

Customer Service 90

Customer Service Chatbots Government Contact Center 90

Fonolo

JUNE 13, 2022

READ THE FULL WHITE PAPER: Why Digital-First Contact Centers Remain Ahead of the Competition. Even new tools like chatbots and knowledge bases rely on the customer taking the initiative. READ THE FULL WHITE PAPER: Why Digital-First Contact Centers Remain Ahead of the Competition. It's 100% free, we promise.).

Contact Center 81

Contact Center Chatbots Customer Service Service level 81

Fonolo

MARCH 12, 2020

Here are some examples of self-service channels that can help different types of users: Chatbots for SMS , instant messaging apps and live chat. There are a few ways to do this: Using SMS and instant messaging chatbots is a great way to automate your first line of support and handle simple queries quickly. Blogs, tutorials and guides.

Self service 118

Self service Best practices Customer Support Chatbots 118

ShepHyken

MARCH 31, 2018

For example, a company could share relevant research or a white paper; a hardware store can create how-to videos on the most common household repairs and projects; a restaurant can share a popular recipe or even hold a recipe contest and invite customers to participate.

Marketing 222

Marketing Customer Service Airlines Self service 222

TMP Direct

SEPTEMBER 16, 2021

The idea with chatbots is to help users find information when they need it the most. The key is to build a chatbot that’s as conversational and as human as possible. Live chat on your website can be a valuable lead generation tool. Just like cold calling, email marketing is a tried-and-true classic.

B2B 96

B2B B2C Chatbots Advertising 96

Comm100

JANUARY 6, 2022

In a 2021 Harvard Business Review white paper on customer experience , eight executives from a variety of organizations and industries provided their definition for what CX is, and how it’s measured. This means allowing customers to connect via live chat, chatbot, email, social media, SMS, and knowledge base.

Customer Experience 98

Customer Experience Chatbots Surveys Technology 98

Inbenta

APRIL 10, 2024

In this white paper, you’ll learn the most effective use cases of AI to improve banking relationships at scale while maintaining compliance. AI-powered tools represent a new opportunity for banks to encourage self-service, boost NPS, and enhance customer experience.

Banking 52

Banking Self service Chatbots Customer Service 52

Fonolo

JANUARY 31, 2018

Will the AI / chatbot hype start to live up to its promise? The Promise” for the topics of machine learning, chatbots, natural language processing, IoT and virtual reality. There’s some overlap with our recent post Chatbots Won’t Save Us From IVR Hell , we also covered chatbots in our most recent webinar.).

Contact Center 141

Contact Center Chatbots Finance Healthcare 141

NICE inContact

JULY 26, 2019

While many companies are hesitant to put chatbots into play, studies clearly show consumers value the speed and convenience that comes with this increasingly pervasive technology. Find out how adding chatbots in your call center can provide better service and overall satisfaction. Download the white paper today.

Contact Center 55

Contact Center Chatbots Upselling Analytics 55

Jive

AUGUST 9, 2018

Digital assistants and chatbots are changing the way that contact centers and customer support operate. While there is no true “cure all” for any attrition problem, investing in AI chatbots and digital assistants could convince employees to stay. Contact Center Attrition. In the U.S., The phone keeps ringing. Your inbox is bursting.

Contact Center 75

Contact Center Chatbots Employee engagement Education 75

Inbenta

AUGUST 18, 2023

Dig deeper into: Banking chatbot use cases types of chatbot. The post Chatbots in the Banking Industry appeared first on Inbenta. Find out how Conversational AI is helping financial institutions and banks improve customer service and automate a large number of tasks. Examples of implementations in banking.

Chatbots 52

Chatbots Banking Customer Service 52

Vonage

MARCH 26, 2018

Also, be sure to check out our latest white paper, 3 Key Customer Service Trends for 2018 , the definitive guide for how to win at CX this year. During the webinar, Furniss broke down four ways AI will impact customer service in 2018. For more insights from the webinar, you can watch it on demand here.

Customer Service 91

Customer Service Contact Center Customer centricity Coaching 91

Fonolo

FEBRUARY 20, 2020

Whether that’s with smarter self-service options like chatbots and visual IVRs, or with better decision-making tools to help agents get to the right solution faster, companies are relying on AI and smart automation to fill the gap. This white paper explores key areas that are sure to shake up the industry.

Contact Center 101

Contact Center Call Center Wait times Technology 101

TechSee

MARCH 19, 2018

Natural Language Processing (NLP) algorithms have enabled AI-powered tools to grasp context, power smart classification, routing of customer inquiries, and create conversational chatbots.

Call Center 84

Call Center Technical Support Contact Center contact center solutions 84

Liveops

DECEMBER 27, 2018

These curated items include some of our most-read posts along with white papers call center leaders will appreciate. Customer Contact Week’s white paper provides clear-cut strategies for better performance. Which is why we know you’ll appreciate a round-up of highlights around call center news and information.

Contact Center 81

Contact Center Customer Service Call Center Virtual Agent 81

teleopti

APRIL 30, 2019

Think about infusing AI into the employee experience – consider deploying artificial intelligence methods such as Chatbots to enhance internal communication and employee morale. Cut back on time-consuming staff monitoring and instead use bots that learn from existing data to help people manage their work-life balance.

Employee engagement 80

Employee engagement Management Self service Strategic Value 80

VocalCom

JUNE 24, 2020

74% of organizations consider conversational assistants an important enabler of customer engagement ( CapGemini ), while 63% of consumers are satisfied getting service from a chatbot, as long as they have the option to move the conversation to a human if needed (Forrester). Want to know more about the evolution of contact centers ?

Customer Experience 62

Customer Experience Multichannel Contact Center Chatbots 62

Transparent BPO

JANUARY 14, 2020

A white paper on contact center trends by Fonolo, a call-back technology company, says that consumers are becoming digital-first and able to use at least ten different channels to communicate with a company. “The Instead, contact centers are transitioning to First Call Resolution and Customer Satisfaction as their top priorities.

Contact Center 62

Contact Center outsourcing Average Handle Time First call resolution 62

VocalCom

JULY 2, 2020

We are social creatures and the value interacting with another human being over a machine when dealing with a complex and emotional problem cannot be underestimated: humans offer a level of empathy that no chatbot or automated agent can currently provide. Want to know more about the evolution of contact centers ?

Contact Center 62

Contact Center Self service Virtual Agent Chatbots 62

Inbenta

AUGUST 23, 2024

An AI-powered chatbot can make the whole customer journey smoother, from navigating coverage details to filing claims. Whether it’s chatbots offering instant assistance or intelligent search engines providing accurate results, AI is changing the game. The post How to hold on to your policyholders appeared first on Inbenta.

Virtual Agent 52

Virtual Agent Engineering Chatbots Advertising 52

Fonolo

APRIL 2, 2019

We share a lot of diverse content, including lists of industry reports , links to discussion groups , and our own white papers. And here’s something related from our archives: ” How to Think about Chatbots in a Big Picture Kinda Way.”. I know it can be hard work to keep up with all that reading. Read more on their blog post.

Contact Center 78

Contact Center Customer Service Call Center Enterprise 78

VocalCom

JUNE 18, 2020

Cloud-based contact center technology also supports seamless integration of self-service, analytics and AI tools such as chatbots and virtual assistants to flatten the curve of incoming calls and focus agents on the more complex conversations. Download our white paper Contact Centers of the Future: Creating the experience of tomorrow.

Cloud contact 62

Cloud contact Contact Center contact center solutions Self service 62

Fonolo

SEPTEMBER 6, 2018

Recent technological advancements are many, ranging from Artificial Intelligence (AI) (and related automated tools like virtual assistants, chatbots, etc.) White Paper: The Secret Sauce for Increasing Customer Happiness. to real-time messaging, simulation, self-service and crypto-currency.

Customer Support 139

Customer Support Contact Center Benchmark contact center solutions 139

Totango

AUGUST 23, 2022

Live chat and chatbots. White papers. Touchpoints may involve any medium you use to interact with customers, including: Search engine marketing. Social media posts and ads. Video content and ads. Blog content. Video chat. Phone calls. Sales checkout carts. FAQ guides. Customer Success Communities. Support forums.

B2B 122

B2B Journey mapping SaaS Upselling 122

VocalCom

JUNE 22, 2020

Additionally, integrating AI solutions such as chatbots or virtual assistants can assist agents by absorbing extra volumes of calls or managing low-value enquiries and let them focus on the more complex conversations. Download our white paper Contact Centers of the Future: Creating the experience of tomorrow.

Brand ambassadors 62

Brand ambassadors Contact Center contact center workforce contact center solutions 62

Serenova

NOVEMBER 26, 2019

Businesses have an increasing selection of new applications to implement—from mobile apps to chatbots to self-service powered by artificial intelligence (AI). Service levels will necessarily differ a bit across channels because some requests are too complex or sensitive for a web app or chatbot to handle.

Customer Service 69

Customer Service Contact Center Chatbots Surveys 69