We live in a time of plentiful choices. Making the most of it, many organisations or start-ups in globally are creating their impact, in the shortest possible time, by means of integrating multiple channels of customer service in their businesses. These channels include phone support, email and chat support, social media support, or even text […]
Guest blog by Colin Priest There’s an industrial revolution under way in businesses across the world, and it is all about automation. Businesses are embracing machine learning and artificial intelligence to make better decisions automatically. And the reason for this revolution is the comparative strengths of humans and computers. Computers are strongest at repetitive tasks, […]
A must-read guide for enterprises with billions of conversations and millions of customers. Enterprises are much more overwhelmed with conversations than ever before. Not only do they have to actively respond to customers over a myriad of channels like email, phone, social and livechat, they’re expected to give personal, relevant and fast responses. To tackle […]
Artificial Intelligence (AI) and machine learning (ML) is all the buzz right now, and rightfully so with the significant contributions it has made to redefining many aspects of business. However, many people are still skeptical about the application of AI and ML to enhancing customer experience. Some would argue that machines cannot possibly take over […]
Recently I wrote an article for LinkedIn titled “Can we maintain the human touch with customer service?” I couldn’t help think about how fast we are moving with Artificial Intelligence that the question still remains, I am not worried about 5 years from now or what new customer interactions will be digital, but how will […]
Guest blog by Steve Nuttall The hype around Artificial Intelligence technologies is at its peak. According to the 2017 Gartner Hype Cycle, emerging technologies such as deep learning, machine learning and virtual assistants are at the “peak of inflated expectation”. Cognitive expert advisors have passed this peak and are now descending towards the “trough of […]
Sometimes perfection fails to exist at an individual level; but when individuals who are not perfect, come to work together as a team, they can create magic. For a team to succeed it does not require flawless employees with everything being perfect. It just requires a bond between workers which allows them to work together […]
Wondering how to generate more leads successfully? You just have to go where the people hang out. With 1.23 billion users on Facebook and 271 million users on Twitter, you clearly have to make your presence felt on social media. Not only is it the most effective means of business promotion, but is also very […]
A customer service team which values its customers usually correlates to successful and profitable businesses. Companies such as Amazon, Zappos and Dollar Shave club immediately come to mind. And while the task is not easy by any stretch of the imagination, there are some customer service teams which pride themselves on their ability to churn […]
Think that maintaining the confidentiality of consumers is only a consideration for business giants like Sony or Facebook? Think again. In recent years, numerous small and big organizations have not only lost their customer base due to privacy issues but were also sued due to these privacy mishaps. In the modern world, organizations are, morally […]
