Let’s get ready to rumble in customer service. Our boxing ring is the telecom industry. The challenger in the red corner: a modern contact center. In the blue corner we have the veteran, the call center. It has prepared itself for this fight through an upgrade in digital transformation. The question is: who wins? The condition for victory is to offer each customer generation the communication channel that suits them best. And the price is a leading position in the saturated telecommunications market.
Call center vs. contact center: A ring fight of digital transformation?
Themen: Customer Experience, customer service, Chat Bot, Self Service, Omni-Channel, customer support
Home Office: How to Get Your Internet Connection Corona Ready
Themen: Troubleshooting, corona, internet connection
Themen: AI, Troubleshooting, telecommunication, Big Data, Artificial Intelligence, Use Cases, technology, data integration
Enthusiastic experts have no doubt at all that artificial intelligence will prevail. But leaving the rose-colored AI glasses aside and assuming the viewpoint of customers and employees, obstacles beyond the technology itself become evident: Currently, there are three problems preventing the widespread acceptance of artificial intelligence.
Themen: AI, KI, Machine Learrning, Bot, Big Data, ML, customer service, Ethics, Chat Bot, Algorithm, technology, customer support, data
Customer Self-Service for committed customers
Customer self-service is an important tool in customer service and a feature of the self-service culture in our society. Customers wish to troubleshoot pro-actively 24/7 across all communication channels. But what are the characteristics of successful customer self-service? And how can a company profit from this service channel? We point out the important factors.
Themen: Self Service
How new technologies improve time-proven customer service approaches
“Customer service is undergoing changes due to disruptive technologies and digitalization.” CX managers, IT technicians and software architects from the support sector are often confronted with this statement – often followed by the instruction to make the company’s service fit for today’s technological and digital opportunities. But how do technologies improve existing customer service approaches? Where are the opportunities and challenges of the technologies and communication channels in service? And where are the limits of technological progress?
Themen: telecommunication, GDPR, Use Cases, NLU, Cloud, Omni-Channel, technology, IVR, Unified Agent Desktop