No data? No problem! Forecasting new service
New products, marketing campaigns, support channels or accounts may not have much, or any, history you can use for forecasting new service. AI and self-service initiatives can change patterns that existed in the past. Even adjusting hours of operation can leave you...
Will AI cut contact center staff?
If you’ve been reading the headlines, you’ve seen plenty of predictions that AI will cut staff in contact centers—and overall in customer service. The logic seems simple: AI can handle customer interactions directly, so organizations won’t need as many people. Add to...
Idea Starter: AI for Customer Service
When jumping into AI for customer service, many organizations inventory what they’re doing now and look for opportunities to automate. This “fixed pie” thinking can be limiting out of the gate. Those with the best service start first and foremost with customer needs...
New Course: The AI-Driven Customer Service Representative
Recently, my newest LinkedIn Learning course, The AI-Driven Customer Service Representative, was launched. This course is built for those of you on the front lines, interacting with customers, solving problems, and keeping things moving. In this course, we explore...