Artificial intelligence in customer service

Artificial Intelligence Transforming Call Centers The Contact Center business is going through a series of very important changes driven by the technology innovation, the raise of socials and the new consumption models being evaluated by most of the companies. From a technology angle there are very…

Formula one driving has a few things in common with a call center. Leading racers have stated  “to go fast, you first have to go smooth”. There are important elements to racing that apply to running a contact center.  Looking ahead, understanding the changes in the road, maintaining focus, staying a…

I would like to share some thoughts pulled together in discussions with developers, customer care system integrators and experts, along one of the many possible journeys to unleash all the power of Artificial Intelligence (AI) into a modern customer care architecture. First of all, let me emphasize…

Headsets: The Critical Component With open floor plans accounting for nearly 70% of US offices, headsets are critical for conducting work in the office or on the go. Companies are deploying thousands of headsets, significantly increasing costs and time spent by IT in managing, deploying, and trouble…