How AI is Changing Customer Service

Featured Stories

The Benefit of WFM in Contact Centers
West UC states that WFM may consist of the following areas: time and attendance tracking; employee scheduling; demand prediction; benefits administration; talent management; training programs and assignments; performance monitoring; vacation and leav… - 07/19/2017

Top 3 Problems in the Call Center
Call centers are the backbone of most companies. Any organization large enough to have a call center in place relies heavily on the agents working there to provide great customer experiences that will keep consumers coming back for more. Therefore, c… - 07/18/2017

Closing the CX Gap
The CX Gap is broadly defined as that widening void where service delivery mechanisms fail to meet baseline customer needs or expectations. Anyone who has fallen into it - provider or purchaser - knows that it's an ugly place. And at present, technol… - 07/10/2017

2017 MVP Quality Awards
In our annual MVP Awards program, CUSTOMER magazine has taken a look not only at how vendors have traditionally approached their business, but how they are evolving over time to meet the needs of today's customers, as well as their employees. - 07/10/2017

2017 Elite Contact Center Outsourcing Rankings
For more than three decades, CUSTOMER magazine has provided a list of customer service and business process outsources based on interaction volumes. In this issue, we present the 32nd annual Elite Contact Center Outsourcing Awards. - 07/10/2017

CUSTOMER Magazine Announces Winners of the 2017 CRM Excellence Award
Trumbull, CT, July 10, 2017 - TMC, a global, integrated media company helping clients build communities in print, in person and online, today announced the winners of its 18th Annual CRM Excellence Award, presented by its premier publication, CUSTOME… - 07/10/2017

WFM Empowers Agents and Boosts Productivity
One of the keys of WFM software is that it allows agents to self-manage, rather than having to be micro-managed by supervisors. WFM is all about empowering agents to do their best each day, and that's not possible if agents are constantly being told … - 07/10/2017

Customer Success Advocate: A Day in the Life
Trusted Advisor. Customer Champion. Trainer. Churn fighter. Renewal saver. Escalation manager. Advocate creator. Customer Success Advocates (CSAs) are all of these - and more. - 07/07/2017

Taking It to the Bank: Vidyo Expands Efforts in the Financial Vertical
Recently Vidyo has been focusing more on banking solutions, as research has shown the timing is good. In fact, 90 percent of banking industry respondents expect video collaboration to positively impact customer satisfaction, and 80 percent are planni… - 07/06/2017

Within Reason, Be Where Your Customers Are: Social Media
Here, I will give more attention to this important aspect of customer engagement, as social media has become ubiquitous in society and, more and more, in business. - 07/06/2017