ClearAction

JULY 11, 2023

Customer Service is a Value Center (NOT a Cost/Profit Center!) Lynn Hunsaker Customer Service is NOT a cost center. Shift to modern thinking for Customer Service value truths in your current strategic planning. Customer Service rescues value from churning to competitors. Value Center?

Customer Service 48

Customer Service Enterprise Consulting Consulting 48

Fonolo

SEPTEMBER 4, 2018

We Don’t See it in the Data. They show employment of “Customer Service Representatives” consistently growing over the last few years. Self-Service Substitution. What’s happening is that the ways customers and companies interact is changing. Self-service is getting better, less error-prone and more popular.

Call Center 209

Call Center Self service Contact Center Chatbots 209

Fonolo

SEPTEMBER 11, 2018

Contemplating the eventual fate of humans in the customer service process leads to some spicy conversations. More broadly, it’s long been true that a focus on boosting self-service capabilities (with or without AI) is going to yield some reduction in agent need. Webinar: The Impact of AI in Customer Experience.

Customer Service 89

Customer Service Banking Contact Center Call Center 89

TechSee

JANUARY 4, 2022

EVE Cortex utilizes patented AI neural networks and synthetic data to teach itself to recognize thousands of: products. It empowers enterprises to custom-build their own visual self-service flows (Visual Journeys) in a matter of hours or days and at a fraction of the cost than previously possible. parts, and. components.

Self service 109

Self service Enterprise Upselling Big data 109

Fonolo

SEPTEMBER 11, 2018

Contemplating the eventual fate of humans in the customer service process leads to some spicy conversations. More broadly, it’s long been true that a focus on boosting self-service capabilities (with or without AI) is going to yield some reduction in agent need. Webinar: The Impact of AI in Customer Experience.

Customer Service 52

Customer Service Banking Contact Center Call Center 52

Fonolo

OCTOBER 31, 2018

Think “P2P”, “big data”, “IoT”, or “blockchain”. Effect on Customer Service and Call Centers. Two of the technologies that are currently in the “AI” bucket have a direct impact on customer service are ASR (speech recognition) and NLP (natural language processing). Last week we did a webinar on this topic.

Call Center 105

Call Center Self service Technology industry standards 105

Natalie Petouhof

MAY 27, 2016

The As-a-Service Economy: CX and IOT Mean You Have to Deliver Great Experiences- Upcoming. Customer Experience IOT in the Automotive Industry-Upcoming. **. How to Measure Customer Experience: Performance Management Maturity-Upcoming. ROI of Social Customer Service- Upcoming. • Mobile Customer Service-Upcoming. **.

CRM 40

CRM Automotive Analytics Big data 40