Avista Utilities recently deployed IntelliResponse Virtual Agent technology for online customer self-service and their deployment is absolutely stellar. Avista leveraged many of the online self-service best practices that make for a great Virtual Agent deployment. From a consumer’s perspective, Avista …
As we all know, there’s a number of ways to accomplish anything in life. Just like there’s many ways to train your dog or many ways to get to work, there are many ways to rollout online self-services. But dig …
Over the past few years, we’ve witnessed the rapid adoption of the mobile platform as the personal information device of choice. According to Pew Research Center, as of February 2013, 31% of American adults had a tablet and 45% had …
The new year is finally here! For many, this means refreshed budgets, new opportunities, and new projects. For customer service, contact center, and customer experience professionals, this is your time to get the right systems, processes, and best practices in place …
Today’s Virtual Agent technologies are truly revolutionary, with features that are striking and impressive. If you’re currently exploring Virtual Agent solutions, it’s useful to have a clear understanding of how available features and functionality will contribute value to your organization …
Contact center agents around the world get asked thousands of repetitive questions every day. These repetitive questions no doubt vary by industry and company, and I suspect your contact center agents have become quite proficient in answering these questions. However, …