Outsourcing
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Podcast: When it Comes to Customer Service... Were Chatbots Just a Fad?
Nov. 11, 2019In our second podcast, Evan Aldo is joined by Richard R. Shapiro to explore whether the chatbot trend is fading in the customer service field.
Natalia Kossobokova -
5 Ways Technology Can Improve Contact Center Efficiency
Nov. 04, 2019Contact centers act as the first line of defense in the efforts to ensure high customer satisfaction and a positive customer experience.
Samir Alam -
Where Chatbots and AI Fit into Your CX Strategy
Oct. 23, 2019Customers expect and use multiple channels to access customer support. “Most customers will still prefer to use an automated or self-service option as long as it is convenient and easy to understand...
Christine Crandell -
Customer Care Behind the Scenes: 10 Stories of Wholesomeness and Hilarity
Oct. 21, 2019Sometimes irate, sometimes adorable, sometimes sentimental, and at other times, rib-ticklingly funny. If you spent time in customer service, chances are you met all of the above customer types and...
Samir Alam -
Chatbots Can Create a Customer Satisfaction Problem
Oct. 14, 2019When asked what comes to mind when thinking about artificial intelligence-driven (AI) customer service, 13 percent of consumers say it is ‘maddening’; code word for frustrating. 38 percent believe AI...
Christine Crandell -
The Evolution of Business Process Outsourcing: Building New Value Propositions
Oct. 09, 2019Can you imagine a modern, global business ecosystem without BPOs? It would be one with practically no 24*7*365 customer service, no round-the-clock IT support, and no cost-effective way to manage...
Samir Alam