In today’s CX-driven world, customers can choose from a number of platforms when they want to communicate with your customer service team. As a result, businesses receive inbound conversations on far more channels than they used to.
Contacting customer support on the phone is, perhaps, still the most frequent way for users to seek assistance. But gone are the days when picking up the phone was the only option to get help with a product.
In our technology-driven world, chatbots have been a super hot topic for quite some time now. But did you know that the term “robot” goes back to 1921? Altough it may feel like chatbots have only recently appeared, they actually have a longer history than you may think. Check out our infographics, and see how far AI-powered chatbots have come!
As today’s digital revolution continues, the evolving technology of chatbots is becoming ever more important, and for good reason: chatbots can deliver exceptional customer experience. It’s no doubt that chatbots are the next big thing in the tech world. According to a research conducted by Oracle, 80% of businesses are already using or plan to use chatbots in their customer service by 2020.
To operate a call center seamlessly, it’s crucial to possess a skill set and a handful of techniques that allow you to boost your productivity and increase your revenue. Call blending is one of those techniques.
Automation, as we all know, saves time. But is it really always true, and do mechanised features such as a recorded agent greeting really help contact centres provide a better user experience?