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Yes. Your self-service bot also requires trained agent support.

00:00 21 February in Ozonetel by Ajay

3 reasons why well-trained, easily accessible staff are critical for implementing good self-service The tech-handicap that used to exist once upon a time is now history. Now everyone has a smartphone,  they are tech-literate and there is minimal resistance to the idea of self-service. Or that's...

Now, let KOOKOO manage your Zendesk Talk calls better

00:00 12 February in Ozonetel by anita

To create a productive work environment, it is essential to have a ‘complete’ support system in place. And sooner or later, that means a well-managed phone support system. Because sooner or later, your live chat, emails or messaging won't cut it—your customer will want to speak...

Lessons from CES2019 for customer communications

00:00 08 February in Ozonetel by kimsuka

If you are involved in shaping your business’s customer interactions, then the world’s largest consumer electronics show might have some unexpected insights for you. For managers shaping and measuring customer experience, CES means one thing: the all-important indexing of your Customer Effort Score. But there is...

6 features your voice bot needs for smooth conversations

00:00 24 January in Ozonetel by Ajay

A chatbot or voice bot, as the name suggests is a virtual ‘Bot’ or computer program that conducts a conversation. Powered by artificial intelligence (AI) and natural language processing (NLP), these Bots are designed to simulate human conversational patterns. These bots are used in a...

How to make customers feel like a VIP

00:00 22 January in Ozonetel by Jordan

How to ensure premium customer care for high-value customers. Because exceptional customers should be made to feel special on every call (or chat)   Platinum, gold, silver. It sounds great when you award these titles to customers. But if they still have a tough time getting through your customer...

Experiencing Contact Centers in 2019

00:00 17 January in Ozonetel by Brian

This year, UX design in contact centers will be the deliberate process of shaping how your customers, agents, and managers interact with the brand new technologies on offer. Bots that can have near-human conversations. Digital assistants calling contact centers for their owners. Artificial intelligence predicting customer...

Contact Center Trends 2019.

00:00 09 January in Ozonetel by kimsuka

How will technology impact and improve the contact center in 2019? 4 of our experts weigh in. “The success of assistants like Google Home and Alexa has shown that voice is the most natural interface. In 2019, expect voice channels to pop up everywhere. Inside apps,...