Tag: chatbots

In times of crisis, we often find heroes in the unlikeliest of places. The current COVID-19, or coronavirus, pandemic is no exception. The obvious heroes...

In this final installment of our three-part series on COVID-19’s impact on contact centers, our panel discusses how the rapid move to adopt or...

Our three-part series on COVID-19’s impact on contact centers and the shift to more flexible human and automated models continues with a look at...

As the global economy gradually reopens under evolving guidance and safety protocols for companies, employees and customers, business leaders are contemplating a vastly altered...

When invited to compile this list of customer service trends for 2020, naturally the first thing I did was look back at all of...

Whew! You made it. Your team made it. Another holiday season is behind you. Despite all the challenges, despite all the: Product inquiries Order status checks Incorrect...

The winter holidays aren’t always “the most wonderful time of the year” for the contact center. Time-off requests and spikes in call volume, especially...

In the late 2000s, right around when videosharing platforms were really coming into their own, there was a curious trend among marketing executives. “Viral...

Those chatbots that pop up on websites, apps or social media platforms may mimic human interaction, but they aren’t there to replace humans. When...

April is automation month. While that’s not an actual observance, automation-related topics definitely piqued the interest of our readers this month. Our recent chatbot...

Building powerful and engaging customer experiences through the contact center requires several important ingredients—just-in-time and in-context analytics, artificial intelligence for self-service and after-contact work,...

In this final post of our chatbot series, we’ve asked the panel members to give us glimpse into the trends and developments in chatbot...

Customers want easy access to information—and they want it quick. They also have little patience for self-service options that can’t understand their needs or...

Consumers are increasingly turning to virtual assistants to save time and effort in their personal lives. Similarly, chatbot technology offers considerable benefits internally to...

With consumers expecting anywhere, anytime access to conduct simple transactions, more businesses are deploying chatbots to handle routine and repetitive customer service tasks. Automation...

Back in the day when you had to call for a cab instead of opening up the Uber or Lyft app, the only way...

Our annual challenges and priorities survey, as well as our project experience, show that high attrition, absence and adherence issues, and the uphill battle...

What leader wouldn’t love to fill his or her contact center with highly skilled customer service professionals who will stay for a while and...

What qualifies an excellent customer service experience? We are all consumers who need a little help once in a while, so you would think...

The landscape for engaging with customers is changing fast. Consumers expect hyper-personalization—and they want a choice of ways to communicate with the companies with...