Retail Service Experience

by   |    |   3 minutes  |  in Customer Engagement, Service Management

One of the greatest stumbling blocks for organizations is the transition from an AI-based interaction to live agent assistance. When done poorly, the effects ripple across both the customer and agent experience.  But when the right balance is achieved, and the two systems work in harmony, both the agent and customer experience are elevated. It’s…

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Customer Experience

by   |    |   3 minutes  |  in Customer Engagement, Service Management

When asked, most executives would indicate that one of their strategic priorities is to deliver an excellent customer experience (CX). Research supports that organizations increasingly acknowledge that the CX is an important competitive differentiator that must be leveraged at all available opportunities. One of the most important places to ensure that people, processes, and technologies…

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People Talking

by   |    |   3 minutes  |  in Service Management

Sarah Nicastro joined IFS in October – here she explains her first major initiative as Field Service Evangelist, the creation of an online resource to further engage the field service community. As I approach 11 years in this industry, I can’t help but reflect back on not only my personal journey but all of the…

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agent engagement

by   |    |   2 minutes  |  in Customer Engagement, Service Management

If organizations want to deliver a great customer experience, it’s important to create a great agent experience. Research consistently indicates a significant connection between an agent’s level of engagement and satisfaction and their ability to provide a positive customer experience. A study by Ventana Research found that a very satisfied agent is twice as likely…

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omni-channel

by   |    |   3 minutes  |  in Customer Engagement, Service Management

Many organizations want to provide an omni-channel experience, but few are doing it consistently well.  If you’re a contact center leader who’s been challenged with leading the omni-channel charge, you’re probably wondering what it takes to make, or break, a successful program.  More importantly, what are the components necessary for getting it right?  Achieving true…

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retail customer experience

by   |    |   3 minutes  |  in Customer Engagement, Service Management

One of the best first steps for successfully implementing artificial intelligence into your customer experience strategy is an evaluation of your self-service offerings. A common mistake among AI implementations is a lack of review in existing self-service systems and a thoughtful plan for where artificial intelligence is the best solution. Without proper planning, reporting and…

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Will AI eliminate humans

by   |    |   3 minutes  |  in Customer Engagement, Service Management

When it comes to artificial intelligence, one of the most common questions in the mind of retail customer experience leaders is, “what will happen to humans when AI takes over?” “Will AI eliminate humans in the contact center?” On one side of projections, analysts cite a dismal future for the role of live agents in…

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Artificial Intelligence within customer service

by   |    |   3 minutes  |  in Customer Engagement, Service Management

Artificial intelligence has the potential to transform the contact center industry. Much of the conversation has centered on chatbots or virtual assistants that respond to text and speech, but this is just one aspect of the wide-ranging, permanent effect that machine learning combined with process automation will have on customer service. Machine learning algorithms learn…

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