Books Contact Center Customer Service Representative Self Service 
Uniphore
NOVEMBER 19, 2021
Now, contact center leaders, customer experience leaders and those serving customers directly are empowered in ways we haven’t seen before. These leaders have a deep understanding of the real challenges their contact center agents and customers face. But there is a new set of challenges as well.
Kustomer
JUNE 7, 2022
Efficiency is the name of the game in customer service, and AI is a true force multiplier, enabling customer service teams to work more efficiently and focus on the customers who need the most help. Omnichannel Customer Experience. That shouldn’t be a surprise—we all know customers want what they want.
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Kustomer
SEPTEMBER 18, 2020
Efficiency is the name of the game in customer service, and AI is a true force multiplier, enabling customer service teams to work more efficiently and focus on the customers who need the most help. Omnichannel Customer Experience. That shouldn’t be a surprise—we all know customers want what they want.
Beyond Philosophy
JANUARY 3, 2017
Employees’ actions, including expressing themselves face-to-face and through digital means, directly and indirectly impact much of what we understand about customer experience-based emotion and memory, leading to downstream behavior. In many companies, this means significant, sometimes wrenching change to achieve chronos and kairos.
Stella Connect
SEPTEMBER 22, 2017
Chatbots and self-service tools can’t solve complex problems, and they couldn’t care less—the two primary reasons travelers reach out to customer service representatives. When the contact center is overwhelmed by high call volumes during the Q1 busy season, your customers will feel the pain.
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