Articles

Items tagged with : Artifical Intelligence

A perfect storm is coming for call centres

Today, call and contact centres are operated at high efficiency standards. That’s due to high costs in labour, brick and mortar and technology. We man...

08 March 2011 | Articles, Customer Service, North America / Caribbean, USA, Global, All Columns,

Does your customer service strategy include the latest user trends?

Most customer service strategies include common channels to allow contact with end users through phone, chat or web interactions. Referred to as “cont...

21 January 2011 | Articles, Customer Service, North America / Caribbean, USA, Global, All Columns, IT,

Strategic planning for outsourcers: a roadmap to success

Every business needs a roadmap for its journey to success. Whether you’re an outsource provider, an outsource user or a self-source provider, your bus...

08 June 2011 | Articles, Customer Service, Global, All Columns,

The Future is Now

This article originally appeared in Outsource Magazine Issue #23 Spring 2011 Virtual Assistance and Artificial Intelligence are here for customer ser...

06 April 2011 | Articles, Customer Service, Global, All Columns,

The Next Big Thing to hit call/contact centres and customer service

Predictions Over the next five years the call/contact centre industry will undergo enormous change. Consumer and business customers will no longer ha...

02 November 2010 | Articles, Customer Service, Global, All Columns,

Wouldn’t you increase your talk time with your customers, if you could?

Problem First off, we need to be honest with ourselves. Today’s business requires support and customer service to our clients. Based on today’s econo...

18 May 2011 | Articles, Customer Service, Global, All Columns,