We’ve all heard it, Artificial Intelligence is fueling the next great business revolution. Computers are driving cars. Bots are manufacturing pretty much everything. And Siri and Alexa have even become our personal assistants. Now, bots and automated customer service are all the buzz for contact...
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There’s a big shift happening in customer service — powered by complex technological advancements in artificial intelligence, speech recognition, emotion detection, IOT, the list goes on. But to sum up this shift is actually quite simple. It’s about moving away from customer service agents saying...
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There’s a seismic shift happening in how companies communicate with their customers. It’s a shift away from the transactional nature of customer service — service for the masses, to intelligent service tailored to the individual customer.
From it’s inception the call center was designed to be...
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At Salesforce, we’re on a path together with our customers. For service in particular, that community of customers includes the support agents on the frontlines of providing stellar experiences.
Historically, technology providers have targeted executives at the highest levels of the business as...
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Regardless of the business size or industry, most companies are organized and measured along three key business functions: marketing, sales, and customer service. Marketing’s role is to build interest and generate leads in a product or service. Once they’ve gotten the customer to express interest,...
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In the emerging experience economy, the proper management and handling of customer conversations is suddenly one of the most important functions a company has. And just as suddenly, that makes customer service agents among your most important employees. Here are five ways to make these agents your...
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