by Dr. Natalie | Sep 12, 2018 | Agent-assisted service, Agile Solutions, AHT, AI, Application Developers, Artificial Intelligence, Contact Center metrics, CSAT, Customer Experience, Customer Lifetime Value, Customer Service, Customer Service Agents, CX, Data, Data Scientists, Digital Disruption, digital transformation, Disruption, Dr. Natalie's Blog, Faster time to value, FCR, Innovation, KPIs, Leadership, NPS, ROI of Contact Centers, ROI of Customer Care, ROI Of Customer Experience, ROI of Customer Service, Self-Service, Technology, UX/UI Designers
AI and customer service; it’s a hot topic! But when I talk to customers, they say, “I get there’s something to AI and customer service, but how do I deliver business results and value with AI?” If you are wondering how AI can move the needle on the metrics you get...
by Dr. Natalie | Apr 7, 2016 | CEO, Chief Revenue Officer, CIO, Contact Centers, Crossing the Chasm, Customer Experience, Customer Service, Customer Service Agents, Digital Disruption, digital transformation, Dr. Natalie's Blog, Organizational Change Management, ROI of Contact Centers, ROI of Customer Care, ROI Of Customer Experience
It’s just not true. Customer self-service is one of the key capabilities of any company that actually cares about their customers. Companies contemplating a self-service customer care solution to support digital customer experiences should consider the following...
by Dr. Natalie | Mar 3, 2016 | Analytics of Everything, CIO, Customer Experience, Customer Service, Customer Service Agents, Customer Success Management, Digital Disruption, digital transformation, Dr. Natalie's Blog, Innovation, Leadership, ROI of Contact Centers, ROI of Customer Care, ROI Of Customer Experience, ROI of Customer Service, Technology
Enterprise Connect 2016 is a leading conference and exhibition for enterprise communications and collaboration in North America. It is being held March 7-9th, 2016 in Orlando, Florida. Genesys, a market leader in omni-channel customer experience (CX) and contact...
by Dr. Natalie | Oct 1, 2014 | Customer Experience, Customer Service, Customer Service Agents, Dr. Natalie's Blog
Create a Better Customer Experience By Treating Customer Service Agents Better Plantronics today announced a new family of contact center headset solutions designed for the future and built on experience. Most people who have worked in call / contact centers know how...
by Dr. Natalie | Nov 17, 2013 | Conferences, Customer Experience, Customer Service, Dr. Natalie's Blog
We conducted a study to determine the affect of technology on Customer Service Agent’s ability to deliver great customer experiences, increase revenue, decrease customer churn, agent attrition and contact center and call center costs, especially the cost of...
