Multichannel Customer Service

Are You Ready for the Future of Customer Service?

by Kim Campbell in Artificial Intelligence, Contact Center Technology, Customer Service Outsourcing, Kim Campbell, Multichannel Customer Service

Did you know that 32% of customers worldwide will quit doing business with a brand – even if they love it – because of just one bad experience? This statistic from a PwC survey is an eye-opener for any organization that interfaces with customers on a regular basis. But what constitutes a bad experience? Although […]

 

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Ready or Not: AI Customer Service Will Change Your Business and Brand

by Kim Campbell in Artificial Intelligence, Contact Center Technology, Customer Service Outsourcing, Kim Campbell, Multichannel Customer Service

Say hello to the future: the robots are right here. Artificial intelligence is flipping all kinds of traditional business models on their heads. In the customer support space, AI is changing the customer experience for better or for worse depending on the elegance of your deployment. And the new world of AI is creating out-of-this-world […]

 

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AI and Customer Care: The Future is Here

by Andrew O'Brien in Andrew O'Brien, Artificial Intelligence, Contact Center Technology, Customer Service Outsourcing, Multichannel Customer Service

Siri, Alexa, and OK Google… these are the virtual interactions that Sci-Fi movies have portrayed for decades past. The future is, it seems, here at our fingertips. These technologies are sparking new expectations in today’s consumers on an almost daily basis. We want intelligent interactions that are personalized to our own situations and we want […]

 

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The Evolution of Self-Serve Customer Service

by Andrew O'Brien in Andrew O'Brien, Customer Service Outsourcing, Multichannel Customer Service

Ever have one of those days when you simply don’t want to talk to anyone? That day inevitably coincides with the renewed urgency of the task you’ve been procrastinating over: calling customer service to fix your computer/check your warranty/renew your membership/reset your password. We know you hate calling tech support. We know you’d rather not […]

 

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Which Customer Service Predictions Came True from 3 Years Ago?

by Amy Bennet in Amy Bennet, Customer Experience, Customer Service Outsourcing, Multichannel Customer Service, Social Media Customer Support

Ever try to predict the outcome of anything? It’s no easy feat. Sci-fi author Arthur C. Clarke said predictions about the future can be a “discouraging, hazardous occupation.” Either you sound believable, but are proved pitifully shortsighted or you sound loony, and are proven right too late. For prediction-makers, it’s often lose-lose. But we’ve been […]

 

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