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...
AI in Customer Service: The Nifty 9
When it comes to using artificial intelligence, many organizations just jump in and automate what they can, but those with the best service start first and foremost with customer needs and expectations and use them to guide decisions. These organizations are giving...