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...
What Is Customer Experience? A Guiding Definition
The first step in leading customer experience is to understand what customer experience really is…and to ensure your team understands it in the same way. Most customer experience definitions refer to “touchpoints”—customer experience is the sum of all of the...