Fonolo

SEPTEMBER 11, 2018

We got a lot of feedback on last week’s blog , both in private and in public (see this thread on LinkedIn, for example). The title of last week’s post was “AI is Not Reducing Call Center Agent Employment”. I fully agree that successful deployments of AI-powered bots are happening. Local vs. Global. Balance of Forces.

Customer Service 89

Customer Service Banking Contact Center Call Center 89

Fonolo

SEPTEMBER 11, 2018

We got a lot of feedback on last week’s blog , both in private and in public (see this thread on LinkedIn, for example). The title of last week’s post was “AI is Not Reducing Call Center Agent Employment”. I fully agree that successful deployments of AI-powered bots are happening. Local vs. Global. Balance of Forces.

Customer Service 52

Customer Service Banking Contact Center Call Center 52

Fonolo

SEPTEMBER 18, 2018

It’s a term with multiple meanings, all of which are central to the future of commerce, customer service and, more broadly, how people and companies are going to interact in the future. Chris popularized the term “conversational commerce” in a widely-read blog post a few years ago, so some say he “coined” the phrase. Some Background.

Contact Center 65

Contact Center Advertising Big data Call Center 65