Knowmax

JANUARY 9, 2021

How AI virtual assistant can be your support agent?

AI 52

AI 52

Uniphore

JUNE 16, 2021

How to Train and Onboard (Work From Home) Contact Center Agents in 2021. How do you make every agent sell to and serve your customers just like your very best agents? How do you shorten the learning curve in the contact center and retain more agents when 91% of agents are likely to quit in 2021? Did you know?

Contact Center 204

Contact Center Social Media NPS AI 204

Uniphore

JULY 10, 2021

How to Cut Call Center Agent Onboarding Time in Half. and Make Every Agent Your Best Agent. Live Demo Featuring 10 Ways to Simplify Agent Onboarding With AI & RPA. Contact center leaders around the world trust our low code automation platform to assist customers and agents during moments that matter.

Contact Center 223

Contact Center Legal Artificial Intelligence Social Media 223

Uniphore

JUNE 17, 2021

Why FCR Matters to Your Agents. Unresolved callbacks not only create more work for your agents, they also often come with added customer frustration. Tired of repeating themselves or feeling misunderstood, customers may become indignant or outright rude toward your agents. What Your Call Center Agents Rant About on Social Media.

AI 182

AI Social Media Customer Satisfaction Omnichannel 182

Uniphore

JUNE 16, 2021

10 Agent Assist Superpowers That Reduce AHT and Boost NPS on Day 1. ??? AHT is the average length of time it takes an agent to complete a call. 67% of interactions involve a time-consuming diagnosis 60% of customer-assistance occupations are automatable* 30% of common call center tasks are automatable*. In fact, 67.4%

NPS 147

NPS Net Promoter Score Contact Center AI 147

CommBox

DECEMBER 14, 2023

These AI-powered conversational agents are reshaping the very fabric of how companies engage with their customers. Enhancing Response Times and Reducing Wait Times Generative AI Chatbots play a pivotal role in improving response times and reducing wait times for customers seeking assistance.

Customer Satisfaction 98

Customer Satisfaction AI Social Media Customer Loyalty 98

Uniphore

JUNE 10, 2021

And How to Fix it With Agent Assist. It’s no secret that better coaching creates more effective agents and better overall customer interactions. Research shows that agent retention rates were nearly double the average when coaches spent 60 percent or more of their time on the call center floor.‡ Did you know?

Contact Center 147

Contact Center AI NPS Technology 147

Uniphore

AUGUST 12, 2021

Alexa, Siri, Google Assistant—virtual assistants have transformed how we interact with technology and what we expect from it. Today’s most popular assistants offer a multimodal experience — the ability to interact on multiple channels — and are a major leap from the voice-only assistants that dominated the market just a few years ago.

Contact Center 246

Contact Center AI Sales Technology 246

Uniphore

AUGUST 6, 2021

Jacada’s Customer Assistant solution, combined with WhatsApp integration, helped to reduce call numbers and provide an enhanced digital customer experience. Almost immediately after the launch of Visual IVR on our national line, the number of calls reaching agents has reduced tangibly. OUR APPROACH. Your UX Is Not the Problem.

Contact Center 130

Contact Center Customer Experience 130

Uniphore

AUGUST 6, 2021

In our webinar, What Your Call Center Agents Rant About on Social Media , we went beyond the annual Voice of the Employee survey to explore how agents really view the contact centers they work in—and why they’re leaving at an alarming rate. Why Your Agent Experience Matters to Your Customer Experience—And Your Bottom Line.

Contact Center 246

Contact Center Social Media Artificial Intelligence Voice of the Employee 246

Uniphore

OCTOBER 21, 2021

This empowers contact center agents to deliver highly effective, personalized and empathetic interactions. Top enhancements and benefits of Uniphore’s CA platform include: Industry’s Most Advanced Agent-Assist Solution. Superior Business User Friendly UX. Superior Business User Friendly UX.

Contact Center 189

Contact Center AI Education Healthcare 189

Uniphore

JULY 1, 2021

Atlanta, GA – July 1, 2021 – Jacada, a leading provider of AI and RPA powered virtual assistants , recently released key insights on why contact center employees are stressed and how their stress negatively affects the customer experience. Kumaran Shanmuhan, Chief Growth Officer at Jacada.

Social Media 218

Social Media Contact Center Customer Experience CX 218

Execs In The Know

JANUARY 12, 2024

As businesses strive to enhance user experiences and streamline customer interactions, deploying advanced LLM assistants to automate customer interactions has great potential. It’s something we’ve learned a thing or two (or four) about as the vendor that’s launched the most LLM-powered AI assistants in the market to date.

AI 105

AI Legal Artificial Intelligence Customer Experience 105

Execs In The Know

APRIL 25, 2024

Conversational AI, often referred to as chatbots or virtual assistants, has promised many industries that the exorbitant costs of human-led support would decrease significantly through the automation of customer interactions. The latest trend in the enterprise world is leveraging Generative AI as a tool to assist agents.

AI 52

AI CXM Engineering Business Operations 52

Intercom

APRIL 10, 2024

When we launched our groundbreaking Fin AI Agent last year, it set the standard for generative AI customer service experiences – it has already helped customers with more than 8 million queries and resolves up to 80% of conversations instantly. With Fin AI Copilot, those fragmented searches and inefficiencies will disappear.

AI 69

AI Innovation Customer Service Gaming 69

Uniphore

JULY 21, 2021

Knowledge Base Consolidation It’s estimated that agents spend 20% of their time working to understand questions and search a knowledge base for the correct information. It’s far too easy for knowledge to end up in silos, where it may not be accessible to an agent in a time of need.

Customer Service 130

Customer Service Contact Center Engineering Social Media 130

Intercom

APRIL 18, 2024

Last week, we announced our latest breakthrough innovation: Fin AI Copilot , a personal AI assistant for every support agent. Up until now, support agents have had to spend huge amounts of time sifting through past conversations and documentation across multiple sources to find answers to customers’ questions.

AI 52

AI Start-ups Innovation Customer Service 52

Uniphore

JULY 23, 2021

While the vast majority of neutral or disengaged agents felt like they were trying their best, they also reported feeling overwhelmed by exhaustion and indifference. Here’s how employee disengagement is hurting contact center CX and what you can do to motivate your agents again. Jacada's Call Center Life: 2021 Edition. Check it out!

Contact Center 246

Contact Center Social Media CX Customer Experience 246

Fonolo

DECEMBER 8, 2023

These AI-driven virtual assistants can understand – and even learn – human language and detect sentiment too. But we think the bigger payoff will be found on the agent side. But we think the bigger payoff will be found on the agent side. That means they can have conversations and answer questions far beyond a simple script.

Contact Center 81

Contact Center Artificial Intelligence Sports AI 81

Fonolo

MARCH 16, 2023

Your contact center may run like clockwork, with engaged agents answering calls quickly, solving problems, and creating satisfied customers in record time. KPIs monitor just about everything that happens in a contact center: workflow, scheduling, attendance, agent performance , and customer satisfaction. KPIs matter.

Contact Center 151

Contact Center Sentiment Analysis NPS Customer Satisfaction 151

Uniphore

NOVEMBER 19, 2021

In this article, we’ll explore how AI and automation can help organizations across all industries: Automate Collections Outreach Using an intelligent virtual assistant (IVR) powered by conversational AI, collections departments and agencies can automate outreach to delinquent customers. Download Now.

Compliance 130

Compliance AI Customer Relationship 130

Inside Customer Service

OCTOBER 6, 2022

The AHT Experiment We started by gathering a sample of 20 contact center agents. The agents represented multiple shifts (we operated 24/7) and multiple performance levels. For two weeks, the agents participated in a series of experiments to see if we could find a way to reduce AHT. Agents were asked to forget about AHT entirely.

Contact Center 195

Contact Center Scorecard Start-ups Customer Service 195

Uniphore

JANUARY 4, 2022

Self Serve Omnichannel AI-driven intelligent virtual assistant (IVA). Trust Frictionless agent verification. Assist Agent co-pilot with real-time call transcription and AI guidance that automates after call work. Conversational AI Platform. U-Self Serve. Case Studies. White Papers. Infographics. Conversational AI.

Contact Center 317

Contact Center AI Innovation Customer Retention 317

Uniphore

JUNE 15, 2021

From toxic interactions to unrealistic expectations, unhappy agents have made a glass house out of call center life. Customers are 10x more likely to recommend a brand whose employees can answer their questions* 91% of call center agents are likely to quit their jobs in 2021 † 41% cite stress and burnout as their reason to leave †.

CX 162

CX Social Media Contact Center Actionable Insights 162

Uniphore

DECEMBER 14, 2021

Enhanced accuracy for on-call assistance and post-call summaries. Improved agent productivity, performance and retention. Real-time upselling and cross-selling agent assistance. Fewer time-consuming manual tasks and less after-call work (ACW). Automated compliance and quality management analysis.

Compliance 130

Compliance AI Technology Technology 130

CommBox

DECEMBER 12, 2023

Misconception 3 : AI Chatbots Are Replacing Human Agents. Fact: Generative AI Chatbots Are Designed to Assist Human Agents, Not Replace Them. One persistent misconception is that AI chatbots are poised to replace human customer service agents entirely.

AI 96

AI Customer Satisfaction Machine Learning Artificial Intelligence 96

Uniphore

DECEMBER 14, 2021

Through Cisco’s SolutionsPlus Program, Cisco’s customers and channel partners can purchase Uniphore’s conversational automation products to enable more efficient, frictionless and secure conversations between customer service agents and customers. ” About Uniphore Uniphore is the global leader in Conversational Automation.

Sentiment Analysis 264

Sentiment Analysis Customer Experience ML Contact Center 264

SurveySensum

MARCH 8, 2024

Chat support offers real-time assistance, helping your company address customer queries, resolve issues promptly, and ultimately enhance customer satisfaction. The purpose of these scripts is to guide your agents through various scenarios, ensuring consistency, efficiency, and positive interactions. How can I assist you today?”

Customer Satisfaction 52

Customer Satisfaction Social Media Invoicing Start-ups 52

Fonolo

JANUARY 19, 2023

Let’s take a closer look at why call centers see so much agent turnover and consider the solutions. TIP: Tools like Fonolo Voice Call-Backs relieve agent stress and keep customers off hold by offering call-backs during call spikes. Most call center agents are underpaid for their skillset and education, compared to the market.

Data Entry 155

Data Entry Contact Center Education Social Media 155

Execs In The Know

APRIL 7, 2024

Workforce management (WFM) provides several benefits to agents, including improved focus, additional resources, and valuable assistance. By Lilith Shoemaker, Staff Writer As an agent, I understand the customer-facing side of the service experience better than most. That consistency means there are fewer surprises.

Scorecard 52

Scorecard Start-ups Education Customer Experience 52

CommBox

OCTOBER 18, 2023

Agents can use GenAI to rephrase their responses or adjust their tone and avoid errors or typos. Generative AI for sales: a new sales assistant emerges Generative AI also has the potential to revolutionize sales. In reality, contact centers suffer from a massive agent shortage , projected to worsen in the coming years.

AI 98

AI Customer Service Artificial Intelligence Omnichannel 98

TeamSupport

NOVEMBER 15, 2023

These days, there are a number of ways for customers to get the answers they need without direct interaction with an agent, including knowledge bases, community forums, and AI-powered virtual assistants. The remainder of your support agents should be assigned to Level 3 —the smallest segment with the greatest amount of expertise.

Engineering 105

Engineering Customer Satisfaction AI Technology 105

Fonolo

MARCH 2, 2023

While the world was pivoting from on-site to hybrid and remote workspaces, contact centers were also embracing cloud technology and upskilling agents to be among the first-generation of AI-native workers. From knowledge bases to chatbots to AI-assisted tools and sentiment analysis, the impact of these tools will be profound.

Contact Center 141

Contact Center Artificial Intelligence Sentiment Analysis AI 141

Intercom, Inc.

JULY 26, 2022

Good call deflection tools will improve your first contact resolution rate and minimize the barrage of repetitive calls your call center receives, ultimately reducing agent fatigue and burnout. . Many companies are turning to automated solutions, such as chatbots, to assist in these efforts.

Net Promoter Score 118

Net Promoter Score NPS Customer Loyalty Customer Satisfaction 118

Comm100

APRIL 22, 2024

The productivity of your customer service agents directly impacts your company’s success. Enhanced agent productivity not only accelerates response times but also elevates the overall quality of service. Understanding the challenges Agents commonly face a multitude of challenges that can impede their performance.

Omnichannel 52

Omnichannel Social Media Customer Satisfaction AI 52

Zendesk

NOVEMBER 29, 2022

Kore.ai (SunCo) is the Gartner Magic Quadrant Leader in conversational AI and brings intelligent Virtual Assistant automation to Zendesk Sunshine Conversations. Assign the intelligent Virtual Assistant to converse with your customers for common and repetitive requests, and free up agents for more critical, high-value requests.

Finance 98

Finance AI VOC Construction 98

Zendesk

MARCH 31, 2023

Bring intelligent Virtual Assistant automation to Zendesk Sunshine Conversations and Messaging. Assign the Intelligent Virtual Assistant to converse with your customers for common and repetitive requirements and free up agents for more critical, high-value requests.

Artificial Intelligence 94

Artificial Intelligence Machine Learning Compliance Contact Center 94