Creative Virtual, a world leader in customer and employee engagement, knowledge management and self-service solutions, has published a new whitepaper, A Chatbot for Your Contact Centre, in celebration of Customer Service Week. Designed as a buyer’s guide for the contact centre, the complimentary whitepaper outlines industry best practices and provides questions to ask when selecting a conversational platform.
“Organisations everywhere are embarking on digital customer experience initiatives in an effort to build loyalty and increase sales. Yet all too often these initiatives ignore the contact centre, creating expensive silos that damage the customer experience,” says Chris Ezekiel, Founder & CEO of Creative Virtual. “Chatbots and virtual agents enable organisations to maximise on contact centre investments, provide seamless omnichannel customer support, and incorporate the contact centre into digital customer experience strategies.”
While many organisations are already relying on chatbots and virtual agents as essential tools for providing 24/7 self-service to digital customers, often the added benefits of using these solutions in the contact centre is overlooked. This comprehensive whitepaper walks readers through:
- How chatbots enable you to maximise on contact centre investments by instantly providing agents with information to assist customers
- The way these tools align the contact centre with digital channels for seamless customer support
- Questions to ask when selecting chatbot technology for your contact centre
- Best practices for successfully implementing and maintaining a conversational platform
A Chatbot for Your Contact Centre: Tips for selecting and implementing a conversational platform to support agents and provide an omnichannel customer experience is available for download here.