GM Leverages AI in Social Customer Care

GM Leverages AI in Social Customer Care

Jan 8, 2020 | Call Center, Contact Center, Customer Access Strategy, Customer Experience, Customer Relationships, Customer Service, Mobile, Multi-channel Support, Social Media, Workforce Management

GM, America’s largest automobile manufacturer, has more than 17 million social brand mentions and engages in more than 400,000 customer care conversations each year. GM set (and met) two aggressive goals to support their customer-centric vision. Goal 1: Deliver...

Contact Center Future Shock: Channels May Become Part of Our Past

Jun 28, 2018 | Call Center, Contact Center, Customer Access Strategy, Customer Experience, Customer Relationships, Customer Service, Leadership, Multi-channel Support, Videos

While meeting with Jim Rembach of Call Center Coach at ICMI’s Contact Center Expo in Orlando, we discussed how channels are likely to be approached in the future. I hope the video helps you consider how to prepare your organization for future challenges in the...

The Edge of Service® Newsletter, Issue 20: TEDx: Thriving in an Always-On World

Feb 28, 2017 | Call Center, Contact Center, Customer Experience, Customer Relationships, Customer Service, Leadership, Mobile, Multi-channel Support, Social Media, The Edge of Service

The Edge of Service® Newsletter, Issue 20: TEDx: Thriving in an Always-On World Being always connected…is it a blessing or a curse? Are we in charge, or are we slaves to our smartphones? For the past three decades, I’ve been privileged to work with a...