Posts filed under customer service

June 15, 2019

We like “Artificial” when it comes to intelligence for customer service (no offense to all-natural aficionados!)

There’s no question Artificial Intelligence (AI) for business is red hot, and AI for customer service is white hot! It could understand customers through natural language processing and answer questions…

Continue ReadingWe like “Artificial” when it comes to intelligence for customer service (no offense to all-natural aficionados!)
June 26, 2018

Artificial Intelligence (AI) Knowledge: The Platinum Bullet for Customer Service Transformation

Telco giant speeds up agent time to competency by 100%, First-Contact Resolution by 37%, NPS by 20%, while reducing advisor training time by 43% Communication service provider improves interaction compliance…

Continue ReadingArtificial Intelligence (AI) Knowledge: The Platinum Bullet for Customer Service Transformation
May 4, 2018

Want to fix CX? Take Mark Felt’s (aka Deep Throat’s) timeless advice—follow the money pain!

Word from the horses’ mouths: Only 1% of companies deliver “excellent” customer service, per Forrester’s recent CX Index consumer research. The needle hasn’t moved for years and years. How can…

Continue ReadingWant to fix CX? Take Mark Felt’s (aka Deep Throat’s) timeless advice—follow the money pain!
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