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How Bots Help You Learn What Customers Want

Jan 24, 2018 7:00:00 AM

There are many reasons why businesses increasingly turn to artificial intelligence (AI) to augment and enhance their customer communications. That everyone else is doing it too isn’t a good enough reason for you to jump on board any ship, so...

Automation in the Call Center with Robotics and Desktop Analytics

Jan 16, 2018 7:00:00 AM

Robotics and robotic process automation (RPA) have been around a long time, but are now only just being used significantly in the call center. RPA is about improving workflow by automating common tasks and freeing live agents to do what they do...

SMS/MMS Conversations in Zendesk: Pitfalls and Solutions

Jan 4, 2018 5:00:00 AM

Texting is by far the most popular and convenient means of communication for people today. Sending an SMS/MMS (short message service/multimedia messaging service) message is quick—it’s faster and more convenient than email—and you don’t have to...

Soft AI in the Call Center

Dec 27, 2017 7:00:00 AM

There is a lot of speculation about how AI will affect the call center in the coming years. The alarmists claim AI will be able to completely replace human interaction and the call center will be completely automated.

Turning Zendesk into a Fully Fledged Contact Center

Dec 19, 2017 7:00:00 AM

 

A growing number of businesses are looking at turning Zendesk into a complete contact center solution, not just a support and ticketing system. Indeed, many companies choose Zendesk not just for its ease of use but to better serve customers. In...

Facebook Messenger 2.2: Are you prepared?

Dec 14, 2017 7:00:00 AM

Facebook recently released version 2.2 of its Messenger Platform, and while some of the announced features are still in closed beta, it’s worth paying attention to what this means for messaging apps and customer support expectations.

Putting the Service Back into Self-service

Dec 12, 2017 7:00:00 AM

Self-service is often the most efficient channel for the customer to get quick and easy answers to the most common and obvious questions. And because there is no agent involved, it’s the cheapest way for the company to provide quick customer...

Customers No Longer Resent Automation, they Demand It

Dec 5, 2017 7:00:00 AM

Like it or not, computer automation is good for business. Contrary to depictions in many sci-fi movies, automation will not result in a startling loss of jobs, in fact, experts predict that in 2018 just 9% of jobs will be lost to automation while...

5 Things to Know When Serving The Next Generation of Customers

Nov 30, 2017 7:00:00 AM

As with any budding generation of consumers, there’s been a lot of speculation and generalizations in the business world around Generation Z. Do they have the same values as their predecessors? Will they demand instant gratification? Must...

Five Things on the Horizon for Customer Experience

Nov 29, 2017 7:00:00 AM

By now most businesses know the importance of investing in the customer-centric approach to the customer experience. Recent research from Customer Contact Week, further emphasizes this. Below are five key takeaways you need to know to improve...

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