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, […]
Guest post by Nine Connections Is Customer Service dead? The other day, my 73-year old father, was grumbling about something he read in the news about automation of processes at the local bank. “People don’t talk anymore. In my day, customer service meant talking to someone, saying hello, asking how your day was. Now it’s a […]
Article by Adam Rawot, CEO Woveon I remember reading an article almost ten years ago talking about how teens were sending over 40 texts a day on average. The tone of the article was incredulous, but the statistic pales in comparison to how we exist online now. Speaking personally, it’s not implausible I send off […]
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 […]
Guest Post by Parker Hathaway I was in a conversation with friend this week. He’s an avid murder mystery and investigative reporting fan. He loves shows like Making of a Murderer, 60 Minutes, 20/20, and True Detective. I asked him if he was a podcast fan. He said he wasn’t. With a grin, I leaned in and said, “I’m […]
Customer service is often overlooked by many companies because it’s hard to measure the direct value of providing great customer experience. In today’s highly competitive market, businesses have to make tough calls on what to focus on next to survive, and unfortunately, providing customer satisfaction is usually on the lower end of the list. Learn […]
