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...
