Are you interested in deploying chatbot technology in your contact centre?
Throughout 2020, the interest in this technology dramatically increased with higher call volumes during the pandemic, and contact centres utilised chatbots to assist their customers and agents.
Now more than ever, it's important that customers have the option to use a chatbot, as March - May 2020 saw an 86% increase in customers using these types of self support sessions.
If you want to learn more about the technology, and the basics on how to get started, the Chatbot Starter's Guide will tell you all you need to know.
In a recent study by NICE inContact, it was found that 84% of consumers were more likely to do business with companies offering self-service, yet only 61% of the respondents said that companies offered easy and convenient self-service. There isn't...
Since March 2020, more people have been using self-service solutions as usage behaviours have shifted staying at home. NICE inContact conducted two surveys, one among customers and the other among contact decision makers, fielded in the US,...
Mit der Customer Experience Management (CEM) Plattform von Plume können ISPs endlich heterogene Systeme hinter sich lassen, die auf Hardware, Firmware und TR-069 basierten. Die Zukunft gehört agilen, cloudbasierten Service-Plattformen, die...
There is a heavy focus on businesses to provide fast, secure, and efficient e-services now that brick-and-mortar stores have become risky places to visit. A lot of organisations were pushed to scale their operations beyond their capacities, so it's...
Are you ahead of the curve? Building agility, proactivity and intelligence into contact centre operations. The landscape of commerce is constantly changing and businesses are facing relentless disruptions. The most agile contact centres have agile...
Everyone at a commercial airline has the same goal in mind – transporting passengers and cargo from point A to point B safely, comfortably and on time with minimal disruption. While disruptions are inevitable, Boeing Integrated Operations Center...
Does your system drive seamless omnichannel experiences customers expect? These digital fluent customers have high expectations and are the least loyal of all groups. They move on quickly unless you do these three things: 1. Get personal. Customers...
Slack commissioned Forrester Consulting to conduct a Total Economic Impact™ (TEI) study and examine the potential return on investment (ROI) enterprises may realise by deploying Slack for their service teams. The purpose of this study is to...
Here's how post-pandemic service teams are using Slack to reshape the discipline. Five themes dominate the new world of work: • Employee engagement is breaking free from the 9-to-5 mindset • Culture and alignment are the next source of...
Slack a chargé Forrester Consulting de mener une étude Total Economic Impact™ (TEI) et d'examiner le potentiel de retour sur investissement (ROI) que les entreprises peuvent réaliser en déployant Slack pour leurs équipes de service.1 Le but...
Voici comment les équipes de service post-pandémie utilisent Slack pour remodeler la discipline. Cinq thèmes dominent le nouveau monde du travail : • L'engagement des employés se libère de l'état d'esprit de 9 à 5 • La culture et...
So nutzen Serviceteams nach einer Pandemie Slack, um die Disziplin neu zu gestalten. Fünf Themen dominieren die neue Arbeitswelt: • Mitarbeiterengagement löst sich von der 9-to-5-Mentalität • Kultur und Ausrichtung sind die nächste Quelle...
Slack hat Forrester Consulting beauftragt, eine Total Economic Impact™ (TEI)-Studie durchzuführen und den potenziellen Return on Investment (ROI) zu untersuchen, den Unternehmen durch den Einsatz von Slack für ihre Serviceteams erzielen können....
When the pandemic forced a seemingly overnight exodus from in-person to online, consumers and businesses were thrust five years forward in digital adoption. Contactless consumers spent more time online and their eCommerce spending surged. Successful...
59% of customers say the pandemic raised their standards for customer service- Delivering on that expectation is a must for every organization. If the result of digital transformation is a reorientation around customer experience, then the...
Customer experience is a critical business differentiator. With the right technology, your contact centre acts as the CX hub that generates lasting relationships and larger business outcomes than ever before. According to salesforce, 80% of...
Does your customer experience meet today’s expectations? 59% of customers say the pandemic raised their standards for customer service The prominent role of digital self-service and agent-assisted channels has changed the relationship between...
The effects of the pandemic have greatly accelerated the pace of change in contact centres, and there is no going back to how things were. Deprived of the ability to visit physical stores and offices, customers turned to the contact centre and...
Hiring, training, onboarding, and measuring agents in a digital-first world. The switch to digital brought added complexity to call centres overnight. When customers collectively sort real time customer service digitally, agent roles expanded far...