17 Surprising Stats About Call Centers


With the “era of the customer” in full swing; the increase in customer expectation for omnichannel communication; and the never-ending developments in communication methods through AI-powered self-service; it is easy to overlook the importance that the call center plays in the customer experience. So, there is a limit to self-service, which will always lead the customer back to the loving arms of the call center. VPs & Directors of Customer Service.

AI Customer Service: Today’s Most Transformative Technologies


Applications based on AI are already visible in healthcare diagnostics, transportation, entertainment and education, to name but a few, and now the customer service industry in particular has recognized AI technologies as having almost unlimited potential to meet consumers’ growing demand for better customer experience (CX), reduce costs and decrease reliance on contact center agents. A Tata Consultancy Services survey found that 31.7% Gamification.


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A Contact Center Expert’s Guide to Improving CX in 2019


Chatbots using natural language processing (NLP) can conduct email or text conversations that promote add-on products, offer extended warranties or link to entertaining and educational videos. They can also access customer history, account information and product lists to personalize service or offer upsells. Even with excellent self-service options, people still need to talk to a person every now and then, especially for a sensitive or complex issue.

18 Ways to Improve Your Customer Engagement Strategy (With Examples)


It allows you to learn more about customers, understand their behavior as they evaluate your product or service, understand what they like and dislike about your company, and learn their purchase habits. Use gamification. Enable customer self-service.