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Technology’s role in customer service is growing at warp speed. Social media has opened up multiple channels of communication between brands and consumers, allowing those conversations to take place almost 24/7. At the same time, more and more firms are relying on (or planning to adopt) artificial intelligence—and not just as a first stop on the customer service  journey. In some basic cases, chatbots and other AI tech have the power to resolve an issue start...

According to McKinsey & Company, digital transformation is a uniquely complex challenge, because it impacts nearly every facet of an organization. It requires “unprecedented coordination of people, processes, and technologies” and in today’s rapidly-changing business climate, it’s also crucial to survival. So how can an organization pull it off? In his recent book, Driving Digital Strategy, Harvard business professor Sunil Gupta explains what he learned by studying the digital approaches of not just upstarts such as Apple, Amazon,...

Here’s a scenario I’m hearing about more and more regularly: In an effort to cut costs, Company X decides to replace the humans in their call centers with bots. In theory (and in Facebook CEO Mark Zuckerberg’s mind) it makes perfect sense. In the United States, one in 25 employees is a call center worker and staffing costs are often one of a company’s biggest expense, so why not invest in a cheap technology that will...

From sharing our latest ‘foodie adventures’ on Instagram to keeping track of our friends from college, social media has become an integral part of the millennial generation and beyond. In fact, the average American spends about 135 minutes a day on social media apps alone. Businesses have been taking note for years now, finding new and innovative ways to reach their customer base on various social media applications. The number of businesses using some form of...

We live in an interesting time. It wasn’t too long ago that data scientists, industry leaders, and lead developers were imagining what Artificial Intelligence (AI) was capable of. While it’s still uncertain how far we can take AI, the more important question is what can we do with what we already have? AI has moved from science fiction to reality, and innovative creators are finding that they can use it in new and unexpected ways, most...

Omnichannel Customer Engagement (OCE) revolves around the ability to deliver a consistent experience across all of a company’s channels. Whether a customer uses live chat, a call center, or speaks directly with a representative face-to-face, customers expect the quality of the interaction to be seamless regardless of the channel. A company’s strategy for OCE is important. The Aberdeen Group found that companies with the best omnichannel strategies retained 89% of their customers, as opposed to only...

Artificial Intelligence is all the rage in business right now, with companies clamoring to be at the front of the AI race. According to this analysis by Bloomberg, more and more organizations are mentioning AI on their earnings calls. While the concept of AI is becoming a bigger part of business conversations, implementation is often stagnated due to misconceptions about the technology. So,  what are the most common misgivings about AI? AI is Going to Replace All Jobs Understandably, some...

For the better part of the last decade, most of the best artificial intelligence (AI) was built on the back of natural language processing (NLP). While many people perceive AI to be something of a future technology, the truth is that not only has nearly everyone interacted with AI, they’ve interacted with NLP. According to Wikipedia, NLP is a field of computer science, artificial intelligence, and computational linguistics concerned with the interactions between computers and human (natural)...

Offering a Better Banking Experience Through Assisted Experiences With 81% of consumers managing their finances online, banks are increasingly having to rethink their brick and mortar strategy to meet customer expectations. Today’s consumer expects ultimate convenience with the option to bank at all times of day. They also expect lightning fast assistance when transacting or needing support. For as much as consumers can do online, there are still situations where it is necessary for customers to visit a...

Empowering your agents through technology As the customer experience becomes more of a focus for businesses, companies are doing more to ensure their employees have the necessary tools to deliver a positive experience at every customer touchpoint. This is especially true in the contact center - where each customer engagement weighs heavily on their overall experience and satisfaction. So, how do we ensure that support agents have all the tools and context they need to go above...