By Chris Ezekiel, Founder & CEO
The buzz and hype around all things artificial intelligence (AI) is pretty amazing as I’m sure you’ll all agree. It’s important for organisations to go beyond that buzz and really understand how AI can help them reach their business goals. CRMXchange’s recent Tech Tank roundtable webinar, Artificial Intelligence in the Contact Center, dug into this topic with industry research and live demonstrations. I was pleased to be able to join the expert panel and share insights into this topic.
During my presentation I shared how chatbots, people and AI are being used across organisations to create a seamless customer experience. The contact centre needs to be at the heart of these digital transformation projects. We’re in a world where knowledge management and how we learn from the way people interact with that knowledge is absolutely key. It’s a world where humans and machines work together, creating a hybrid of human curation and machine learning to support customers. This approach is being seen as best practice by industry analysts and consultants.
For some time now, we’ve been learning about how customer experience is a key differentiator in the marketplace. Recent research shows that the customer experience is still growing in importance for consumers when it comes to making their purchasing decisions. Industry experts are predicting a significant increase over the next two years in customer service and support operations integrating virtual agents and chatbots across engagement channels to help improve their customer experience.
With this in mind, where should your contact centre focus? During the webinar, I summarised three key areas:
What does all this mean for your contact centre? It allows agents to really concentrate on the more complex issues and move their focus from trying to retain knowledge to building better relationships with your customers. Your contact centre benefits from lower costs, reduced staff turnover and more engaged, skilled and happier agents.
If you weren’t able to attend the live webcast, I encourage to watch the Tech Tank recording on-demand to see my live demos of chatbots and live chat. The Creative Virtual team would also love to give you a personalised demo to show how this technology can help your organisation improve your contact centre performance and customer experience.
My thanks to Sheri Greenhaus and CRMXchange for hosting the webinar and to the other expert presenters from NICE Nexidia and CallMiner.
Publish Date: June 22, 2018
CrankWheel Screen Sharing
CrankWheel is an easy and simple screen sharing solution, made for the needs of salespeople and customer service agents.
CrankWheel complements voice calls by adding visuals to ongoing calls. There is no need to get the customer off the phone, onto another platform.
Agents share their screens by directing clients to a link that can be sent via SMS, email or simply spelled out.
The client can enter on any device, mobile, desktop or tablet and enters the session instantly. There is no registration or download required by the client.
- Screen sharing
- Agents can hand control over to the client
- Warm lead capture widget that alerts the sales team instantly of an intere...
We help you automate your QA program using artificial intelligence. Why just listen to 6 calls when you can listen to 100% of your calls that too without adding any additional resources.
We empower QAs to get to the right calls, find coaching and training opportunities and improve overall Customer experience.
|Using Artificial Intelligence to Build Better Relationships with Customers||June 22, 2018|
|[Meet the Team] Rachael Needham: Building Positive Relationships and Grounding Chatbot Technology in Human-ness||June 14, 2018|
|Live Demonstrations of Artificial Intelligence in the Contact Centre||June 5, 2018|
|C3 London 2018: Redefining customer care with conversational commerce||May 1, 2018|
|Overcome Language and Culture Barriers with Chatbots||March 13, 2018|
|Chatbots in Action – Creative Virtual at CCW 2018||February 13, 2018|
|[Meet the Team] Maria Ward: From Virtual Agent Customer to Partner to Expert Member of the Creative Virtual Team||January 23, 2018|
|CX in 2018: Digital Transformation Means Combining Humans and Chatbots||January 17, 2018|
|Navigating the Chatbot Confusion in 2018||January 4, 2018|
|AI, Chatbots & Live Chat: Separating Truth from Myth||November 28, 2017|
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