Nov. 11, 2019
In our second podcast, Evan Aldo is joined by Richard R. Shapiro to explore whether the chatbot trend is fading in the customer service field.
Nov. 04, 2019
Contact centers act as the first line of defense in the efforts to ensure high customer satisfaction and a positive customer experience.
Oct. 21, 2019
Sometimes 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...
Oct. 14, 2019
When 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...
Oct. 09, 2019
Can 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...