Five Steps to Strategically Choose AI For Customer Service

Five Steps to Strategically Choose AI For Customer Service

TweetAI 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...
Customer Self-Service Doesn’t Matter! That’s a False Paradigm!!!

Customer Self-Service Doesn’t Matter! That’s a False Paradigm!!!

TweetIt’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...
Enterprise Connect 2016: Genesys Showcases Next Generation Omnichannel Customer Experience at Enterprise Connect

Enterprise Connect 2016: Genesys Showcases Next Generation Omnichannel Customer Experience at Enterprise Connect

TweetEnterprise 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...
How Technology Affect an Agent’s Ability to Deliver Customer Experiences and The Affect on Increasing Revenue and Decreasing Costs

How Technology Affect an Agent’s Ability to Deliver Customer Experiences and The Affect on Increasing Revenue and Decreasing Costs

TweetWe 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...

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