This is my third post in a series about improving human-bot relations in customer service. In case you missed the earlier posts, you can find ...
If 2020 has taught us anything, it’s that the world is unpredictable. Who would have guessed that we would be isolated and living through a ...
As a service leader, you know your job is not easy. Not only are you responsible for the day-to-day tactics of running the customer service ...
The COVID-19 pandemic has not only changed customer's expectations for customer support, but it has shifted the way businesses operate. As businesses begin opening up, ...
It’s been over a year since the pandemic transformed our daily lives and we underwent seismic shifts, both personally and professionally. As a CEO, I’ve ...
In case you missed it, last week's Customer Contact Week (CCW) conference in Las Vegas marked a return to in-person events. As this was my ...
As most customer service leaders know, having a reliable demand forecast is essential to making the right scheduling and staffing decisions: under-forecast and risk burning ...
Most of us in the customer service field are pretty familiar with the concept of ticket or case routing - but are you using the ...
Most of us have heard about "the rise of chatbots". But what does this really mean for the future of customer service and how will ...
