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3 Safe Ways to Test Bots in Your Call Centers

Aug 6, 2019, 04:12 AM by Sasha Banks-Louie

Customer service execs are taking a hard look at bots for the simple reason that they can handle large volumes of calls, chats, and emails, so that service center staff can focus on the toughest questions. As the technology behind bots—known as digital assistant technology—has improved in terms of natural language processing, machine learning, and intent-matching capabilities, companies are increasingly willing to trust them to handle direct customer interaction.
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What Keeps You Awake at Night? - Part 3

Jun 24, 2019, 10:27 AM by Rusty Langford

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What Keeps You Awake at Night? - Part 2

Jun 24, 2019, 10:15 AM by Rusty Langford

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What Keeps You Awake at Night? - Part 1

Jun 24, 2019, 07:35 AM by Rusty Langford

Customer support is customer support, right? While every company must acknowledge, respond and resolve customer inquiries or address complaints, it’s the uniqueness of their products that defines their customer experience. But not all products, and certainly not all consumers, have the same level of complexity. Such is the case with streaming services.
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Field notes on Managed Marketing Services

Jun 24, 2019, 03:49 AM by Fred Dumas

What does it take to get things done in today’s world of digital marketing services? Not only has technology completely changed strategic thinking in marketing, it has also revolutionized marketing operations, or the discipline of getting things done in marketing. The following is a summary of how to achieve excellence in digital execution and managed marketing services. We focus on three areas: identifying essential digital marketing functions, driving operational excellence, and aligning investments with your essential functions.
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