Consumer Bots Are Calling Your Company—Now What?
The Edge of Service: Issue 72 Picture the call. An AI agent has waited on hold for 20 minutes on a customer’s behalf. Your employee finally picks up. The agent has the customer’s name, address, account number, and the answers to every security question. It...
Trends Redefining Customer Service
The Edge of Service: Issue 71 This is the most interesting time I’ve seen in the development of customer experience. For customer experience leaders, it may also be the busiest. Customer service is just one aspect of customer experience, but that’s where many of the...
10 Things Every Customer Service Strategy Must Have
The Edge of Service: Issue 70 Most organizations have a customer service strategy, at least in pieces. But too often, it is undocumented, outdated, or scattered across departments. That is risky, especially as AI, customer expectations, competitors, and service...
Quality Standards in Customer Service
The Edge of Service: Issue 69 What does quality mean in customer service? What are standards and where do they come from? Standards refer to the requirements, specifications, guidelines or characteristics established for customer service. They should reflect and...