Customer service professionals often fear that advanced technology will gut workforces and remove the human touch from customer communications. But it’s now clear that the opposite is true. Technology, like smart IVR, allows for more innovative, meaningful, and ongoing customer engagement thanks to its ability to streamline processes. Customer service teams are actually expanding and, […]
Alexa, Google Home, and other rapidly advancing digital assistants have increased customers’ willingness to engage with machines as they have come to not only expect, but appreciate their conversational nature. This attitude shift is transforming how traditional call centers should be doing business – using conversational AI-powered virtual agents to deliver positive user experiences and […]
In today’s market, the customer reigns supreme: their spending habits dictate business profitability. To keep consumers happy, brands must listen to the opinions of existing customers, as well as better understand prospective ones. When it comes to support issues in this digital age, convenience and ease supersede all other needs. More than ever, customers want […]
“You are only as good as your weakest channel.” – Nancy Jamison, Principal Analyst, Digital Transformation Practice at Frost & Sullivan This is an insightful quote from Nancy Jamison, a leading analyst in the call center space. It speaks to the changing customer landscape and the importance of staying up-to-date on what technology customers actually […]
As chatbot deployments continue to face challenges, we brought together market expert Joseph Zeto and VP Customer Solutions Liam Delap, both from the SmartAction team, to dive deeper into the customer service chatbot ‘problem,’ as well as best practices for a successful deployment. Read an edited portion of that conversation below, and watch the entire […]
If you’ve been doing your research on call center automation, then you may be familiar with the fact that messaging apps now see more usage than social networks[1]. This not only indicates society’s growing preference of interacting with others via online services, but also acts as the perfect segue into the topic of our discussion […]
Artificial intelligence (AI) technology has risen to the forefront of call center automation priorities. Its promises to lower costs, increase efficiency, boost productivity, and enhance the customer experience are proven now that so many brands have introduced call center AI. But what drove them to this technology? As we all know, you don’t need a […]
The omnichannel call center has been in the headlines for a while, but what is it exactly? And more importantly what are the steps to get there? According to the analyst firm Frost & Sullivan, omnichannel means “ensuring a consistent and seamless high quality customer experience regardless of how and where a customer chooses to […]
For so long, the call center business has been designing and implementing IVR self-service that isn’t very good. Brands make customers work hard to navigate annoying and often incomplete menus, training them to cry out for agents at the first hint of a robotic voice. In today’s world, customers just won’t put up with it […]
Since the introduction of the contact center to the business world, humans and technology have had to coexist. Coexisting, however, does not imply humans and technology work well together all of the time. Some would say the root of the problem is that customer service reps (CSRs) are not well trained to utilize the technology […]
Most contact centers have an over-reliance on live agents for even the most repetitive and rudimentary calls and chats. With cloud-based virtual agents, you can automate conversations your live agents are handling today without sacrificing an ounce of CX.
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