Automation

Is a Lack of Personalisation Driving Down Customer Experience Scores?

Automation, Customer Care, Customer Experience / By

Humans versus technology. High quality conversations or faster response times? This is the dilemma that the vast majority of companies find themselves faced with in 2019. It is true to say that humans are incredibly effective and much more efficient when performing tasks that require critical thinking and empathy. Likewise, computers boast incredible power with …

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Play to your Strengths: The Changing Role of the Customer Service Agent.

Agent Assist, AI, Automation, Customer Care / By

The world and their mother seem to be talking about AI. If the hype is to be believed, AI is going to transform every industry in the world in the next few years. It seems like the next time you visit the butcher you will be presented with an AI enabled pork-chop selector (in fact, …

Play to your Strengths: The Changing Role of the Customer Service Agent. Read More »

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