Adding artificial intelligence to the contact center is an important decision that involves a significant investment of time money, and…Read More
Ensuring the ROI of Adding Artificial Intelligence
Most Customers Hate AI & Chatbots For This Reason…
There’s no doubt that artificial intelligence is going to be more and more common in customer service and support interactions….Read More
The Self-Service Imperative
With service organizations laser-focused on advancing their Customer Experience (CX) initiatives, self-service is a critical topic. You can’t provide a…Read More
Avoiding AI Adoption Mistakes
Many analysts are making predictions on the adoption of artificial intelligence, messaging apps and the convergence of the two in…Read More
How to Balance People and Bots in Your Retail Service Experience
One of the greatest stumbling blocks for organizations is the transition from an AI-based interaction to live agent assistance. When…Read More
IFS FSM 6: Delivering a superior experience….to everyone!
With the imminent arrival of the latest version of our industry leading field service management solution, IFS FSM 6, I…Read More
How Disconnected Systems Are Destroying the Customer Experience
When asked, most executives would indicate that one of their strategic priorities is to deliver an excellent customer experience (CX)….Read More
Why Agent Engagement Hinges on Tool Effectiveness
If organizations want to deliver a great customer experience, it’s important to create a great agent experience. Research consistently indicates…Read More
The Foundational Pillars of Omni-Channel Success
Many organizations want to provide an omni-channel experience, but few are doing it consistently well. If you’re a contact center…Read More
Where Does AI Belong in the Retail Customer Experience?
One of the best first steps for successfully implementing artificial intelligence into your customer experience strategy is an evaluation of…Read More
Will AI Eliminate Humans in the Retail Contact Center?
When it comes to artificial intelligence, one of the most common questions in the mind of retail customer experience leaders…Read More
Finding the Perfect Balance of AI and Agent-Assisted Service
While there isn’t a specific threshold for “too much” or “too little” artificial intelligence, every organization should take great care…Read More