Avoiding Bot Biases in Customer Experience
By: JD Fairweather How pervasive is the impending impact of artificial intelligence (AI) on the customer experience (CX)? Well, to join a discussion on the topic, I’d be willing to traverse a room full of telemarketers pitching the latest timeshare deals in Orlando. And it would be worth it, as there are just so many […]Read more
Four Top Trends for Contact Centers
By: Colin Taylor It seems there is no shortage of experts and pundits weighing in on what they see as the trends that will impact the Call Center/ Contact Center industry. Though many of the prognosticators may have the timing off, many of these trends will eventually impact on the center, but maybe not today, tomorrow […]Read more
Will AI Mean Less People and More Profit in the Contact Center?
Will AI Mean Less People and More Profit in the Contact Center? By: Peter Elliot Mention Artificial Intelligence (AI) to most people and it conjures up visions of talking robots and Alexa – like appliances answering simple questions. Checking into a hotel can now be performed by a robot, and renting a car will likely be done […]Read more