Train and Manage AI-Empowered Customer Service Teams
AI has emerged as a game changer in customer service. However, successful adoption requires you to effectively train and manage the human teams that work alongside AI tools. In this LinkedIn Learning video from my course “Using AI for Customer Service...
A New Wave of Work Is Coming to Contact Centers
Epiphanies can come from the most unexpected sources. My wife Kirsten and I recently spent some time in the London area. It was to be a quick business trip, but seeing that it fell on my birthday, we decided we’d add some personal days—with the goal of trying a new...Using AI in Customer Service: Steps for Seamless Integration
As customers, we’ve all experienced technologies that aren’t helpful or that create even higher levels of frustration. They offer many options, just none that we need. They force us to enter account numbers or other information that’s not passed...
What’s Happening with Contact Center Workload?
What’s happening with contact center workload? Is the work handled by agents declining as AI capabilities become more robust and prevalent? Are calls being supplanted by digital channels and self-service? These are important questions—the answers will impact your...