New virtual agent capabilities reduce customer effort, prevent repeat contacts, and give service leaders confidence to scale ...

Zoom Communications unveiled Zoom Virtual Agent 3.0 on Feb. 24, introducing an execution architecture designed to automate end-to-end customer resolution across enterprise systems. The update builds ...

Over the past few years, first touch resolution has become a major focus for customer service of any kind. That's not by accident. The ability to resolve customer questions, issues and concerns ...

Only 9% of customers report resolving their issues completely via self-service, according to Gartner, Inc. (www.gartner.com). Many companies create more channels for customer service, but this creates ...

I’ve spent a lot of time working with globally recognized organizations to strengthen and refocus their customer service offerings. I’ve also spent a lot of time as a customer and have observed ...

Today's volatile market environment requires companies of all sizes to do more with less--work smarter, faster, and harder, while remaining agile, responsive, and customer-focused. Most organizations ...

Many B2B providers claim to be “Customer-obsessed” but very few can prove it. In managed communications, the gap between saying it and living it is realized fast—missed installs, slow support, dropped ...

How AI is reshaping customer experience by enhancing effort, resolution, retention and more — leading to a new era of engagement and efficiency. A group of customer experience (CX) and artificial ...

The ability to effectively handle customer complaints and problems is vital for your customer service associates. Though providing outstanding service throughout the selling process is beneficial, ...

Join our daily and weekly newsletters for the latest updates and exclusive content on industry-leading AI coverage. Learn More Identity resolution is defined as the process of linking online activity ...