Posts Tagged ‘live chat’

Interview with Brian Cantor, Customer Contact Week – Part 3

We had the privilege of speaking with Brian Cantor, Principal Analyst and Digital Director of Customer Contact Week, about trends in the industry. In this final of a three-part series, we talk about the consumer’s evolving ways to communicate with brands via voice, text and chat as well as what’s coming up for CCW Austin in…

Read More

Interview with Brian Cantor, Customer Contact Week – Part 1

We had the privilege of speaking with Brian Cantor, Principal Analyst and Digital Director of Customer Contact Week, about trends in the industry. In this first of a three-part series, we discussed observations from the industry group’s most recent conference in Las Vegas. Take a look! RB.AI: From your perspective, what were some of the…

Read More

Interview with Kaye Chapman: Live Chat Data Is the Key to QA

The bounty of live chat data that this channel produces is the perfect tool for tracking the success of optimization. After all, with a sound live chat implementation, what matters most at the end of the day is how customers respond. In our final installment of our Interview Series with Kaye Chapman, Customer Experience and…

Read More

Interview with Kaye Chapman: Live Chat Agent Training Drives CX

Live chat agent training is one of the most innovative spaces in today’s customer experience ecosystem. From canned responses to augmented intelligence, companies are training their live chat agents with technology more than ever before. We sat down with Kaye Chapman, Customer Experience and Training Specialist at Comm100, to talk about leveraging live chat agent…

Read More

Jenny Craig USA and RapportBoost.AI to Lead Interactive Discussion Groups at Customer Contact Week on June 20 in Las Vegas

– Jenny Craig’s National Sales Director, Heidi Rote, and RapportBoost.AI’s CEO, Tony Medrano, to Discuss How Companies Can Transition to Live Chat to Meet Customer Expectations – Los Angeles, CA. June 15, 2018 – RapportBoost.AI, the global leader in applying artificial intelligence to optimize live chat conversations, and Jenny Craig USA, one of the world’s…

Read More

Four Types of Bots Used for Customer Chat

Whether you’ve been contacting your cable provider or seeking assistance from an online retailer, chances are you’ve come across a bot used for customer chat. Telltale signs include rapid-fire response time, generic language, and a lack of the pleasantries we’re accustomed to using in human conversation. If you’re lucky, the bot will let you know…

Read More

Why Prioritizing Empathy and Emotional Understanding Drives Success

The term emotional intelligence was coined by Peter Salovey and John D. Mayer in 1990. They defined EQ as a set of skills hypothesized to contribute to the accurate appraisal and expression of emotion in oneself and in others, the effective regulation of emotion in self and others, and the use of feelings to motivate,…

Read More

Five Best Ways to Train Live Chat Agents

One of the hottest customer engagement trends so far in 2018 is an increased focus on improving the agent experience. However, there is a big difference between spending limited budget resources on trends and allocating precious resources to projects that deliver increased growth and profitability. As an artificial intelligence company that optimizes live chat, RapportBoost.AI…

Read More

How to Master Customer Experience Optimization: An Interview with Dean Shaw (3 of 3)

Throughout our interview series with Dean Shaw, Global Program Manager at SAS, we’ve covered a diversity of topics including live chat customer engagement and live chat lead generation. In the third and final installment of our series, we discuss customer experience optimization and the importance of focusing on ‘Little Data’ before going big. RB.AI: Are there common pitfalls…

Read More