TeamSupport
JANUARY 9, 2024
Ever wonder what customer service looked like 50 or 60 years ago? Here’s a look back at how customer support technologies evolved over the last century, and a peak at where they’re going next. 1960s-1970s: Emergence of Call Centers The concept of providing on-demand customer support began with call centers in the 1960s.
Experience Investigators
FEBRUARY 20, 2024
Voice of the Customer (VoC) programs have leveraged some level of artificial intelligence (AI) in many ways already, including pattern recognition, predictive analytics, and sentiment analysis. Generative AI and other cutting-edge technologies provide unprecedented avenues (and speed!)
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SugarCRM
JULY 7, 2022
It has reshaped how business leaders think, how staff wants to work, and customer expectations. Technology for collecting, managing, and advancing customer interactions is vital for all businesses. Customers recognize scenarios that are often beyond the normal limits of a company’s control.
Fonolo
FEBRUARY 14, 2023
As technology gets smarter and more intuitive, so does the contact center that benefits from it. Call center automation is the practice of using technology to tackle manual, time-consuming tasks on behalf of your agents. Your callers probably know this technology better as a phone menu or an interactive voice response (IVR).
DMG Consulting
APRIL 14, 2023
The benefits of IA solutions will increase as they are applied to the growing number of departments that impact the customer journey. Today’s feature-rich IA solutions deliver benefits that go far beyond identifying the reasons customers reach out to an organization.
TeamSupport
SEPTEMBER 21, 2018
Reduced Research – Customer support teams spend a lot of their time researching answers. This increases how long customers need to wait for a response and makes agents less available to other customers. With modern technology, AI can store answers and recognize trends in commonly asked questions. This is where AI helps.
SugarCRM
JUNE 7, 2022
A Customer Relationship Management (CRM) system is valuable to an organization when its users happily run their day-to-day activities within the platform. CRM systems have not delivered on their promises for too long, which caused marketing and sales departments to fail in working together to put the customer first.
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