TechSee

FEBRUARY 20, 2018

Although this information can usually be found in the user manual, customers looking for assistance with these basic tasks drive a large volume of calls to the customer care center, which can be avoided with self-service. The rise of Artificial Intelligence in customer self-service. Is it cost reduction?

Virtual Agent 132

Virtual Agent Contact Center Return on Investment Competitive Advantage 132

BlueOcean

OCTOBER 4, 2023

Finding Bilingual Support That Suits Your Customers Best We’re an onshore Canadian contact center outsourcer and pride ourselves on delivering sophisticated (bilingual) customer care through strategic partnership. It’s our thing. So, of course, we’re biased.

Contact Center 310

Contact Center Customer Care Average Handle Time Consumers 310

Interactions

JUNE 25, 2020

Virtual Agents can help. Virtual agents address both consumers’ as well as brands’ concerns when it comes to hold times and lack of self-service. Virtual agents are available 24×7 across channels and take over typical tasks, leaving the contact center agents focus on the atypical.

Virtual Agent 71

Virtual Agent Contact Center Customer Journey Mapping Definition 71

Bold360

SEPTEMBER 15, 2020

AI-powered chatbots seamlessly escalate customer interactions to live chat whenever an issue is too complex for the chatbot to handle. All context from the chatbot interaction gets passed on to the (live chat) agent, bringing her up to speed immediately. improvement in agent performance, and a 2.6x

Virtual Agent 90

Virtual Agent Net Promoter Score Competitive Advantage Omnichannel 90

Interactions

MAY 28, 2020

Are you ready for AI or Virtual Agents? Are you ready to forgo the ‘novelty’ customer care channels and focus on your main channel of customer contact? Walking in your customers’ shoes. Customer Journey Mapping is one of the most important exercises in improving customer service.

Multi-Channel 83

Multi-Channel Customer Journey Mapping Virtual Agent Customer Service Strategies 83

Pointillist

SEPTEMBER 28, 2021

In this post, I’ll explore why enterprise contact centers struggle to increase satisfaction while mitigating costs, why journeys enhance contact center optimization and how aligning on and managing customer journeys is the key to improving contact center outcomes. Why Customer Journeys are the Key to Contact Center Optimization.

Contact Center 40

Contact Center Customer Journey Omnichannel Metrics 40

CSM Magazine

FEBRUARY 25, 2021

What many brands tend to forget is that AI – namely in the form of chatbots and other automated services – should be considered aids for the customer journey, as opposed to a replacement technology that only serves to alienate a customer. This can only be achieved when using human rather virtual agents.

Virtual Agent 64

Virtual Agent Customer Journey 2016 Innovation 64