By Katie Sekelsky, Graphic Designer, VHT | Feb 7, 2018 | CCS
Many types of customers contact your brand. Prospective customers wanting to learn more about your products or services. Existing customers with questions or who want to purchase an upgrade from you. Existing customers who are experiencing issues. But no matter the...
By SmartAction Company LLC | Jan 31, 2018 | CCE, CCS, CCW
“The process of determining what to automate can be a journey because there are so many places to start. I am going to show and discuss a small roadmap example that’s universal to any type of business. A few real-world examples of where to start with AI are an...
By Adam Schouela, Fidelity Investments Vice President, Product Management – Emerging Technology, Fidelity Labs | Jan 31, 2018 | CCS, CCW
Sam, a Fidelity Investments associate in one of the customer contact centers, removed the headset and handed it back to me. I had just taken him through our latest virtual reality (VR) prototype, which uses empathy training to guide new employees through a virtual...
By Nicola Millard, Head of Customer Insight & Futures at BT Global Services Innovation Team | Jan 31, 2018 | CCS, CCW
Movie theaters have been packed with superhero movies lately. Many of these pit humans against machines in a fight to the death. Is the contact center industry undergoing a similar battle – as “Botman” (automation, self-service and chatbots) is pitted against...
By Frost & Sullivan | Jan 30, 2018 | CCS, CCW
Navigate the new era of customer engagement with confidence — and reap the rewards The Customer Engagement Leadership (CEL) Council, a Frost & Sullivan Professional Development Community, is the world’s foremost member-driven, global business...
By Brian David Johnson, Futurist in Residence, Center for Science and the Imagination, Arizona State University | Jan 30, 2018 | CCS, CCW
Watch Video PRESENTED BY Brian David Johnson, Futurist in Residence, Center for Science and the Imagination, Arizona State University SESSION ABSTRACT The future isn’t an accident. The future is built everyday by the actions of people, organizations and corporations....
