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As contact center solutions, chat bots can serve a lot of functions. They can easily answer simple questions: What are your hours? Can I check my balance online? Where can I troubleshoot problems?
The sales process was once a rolodex, a desk phone and dialing for dollars - if you will. Technology has served this process well in a multitude of ways, but one I'd like to focus on today is automation. In November, I had the opportunity to speak with LiveHive about some of the ways its solution is bridging the sales/automation gap; this week, I had the pleasure of a demo from LiveHive's Eric Domke and Jonathan Brink.
Apathetic agents will not make customers feel special, nor will agents who don't seem to be able to answer questions with a high degree of confidence. You should also ensure that your workforce management is up to the job of ensuring that the right agents are available in the right channels at the right times.
SnapCap has implemented DialogTech's contact center solution to optimize agent performance and discover which marketing tactics result in the most leads.
When Ytel recently launched it message360° API that would allow the integration of voice, text, email, and even direct main communication into any Web-based applications, it did so with the intent of not only increasing opportunities for its customer but, frankly, to also make its own developers' lives easier.
While manufacturing and IT outsourcing may realize significant changes from potential legislation that would incentivize companies to decrease offshore and nearshore outsourcing, contact center services will continue to be a viable offshore and nearshore outsourcing option for U.S.-based companies. In fact, the demand for offshore and nearshore outsourcing will be due to one critical service requirement differentiator: unique skill sets.
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