Customer service stories
A new Pegasystems survey shows Customer service representatives want to help but are frustrated with inadequate and outdated software.
Verizon Connect launches integrated field service management solution for simplified dispatching and job management.
Freedom will transform agent performance, enabling Natterbox users to work from wherever they want on whatever device they want to work on.
The secret to deploying virtual assistants successfully lies in implementing them in a way where everyone is a winner.
Robotic Process Automation (RPA) is revolutionising the public sector, streamlining services and reducing costs while improving efficiency and service quality.
Vodafone's 'X Squad' will kick off in October, and will continue to scale up over the remainder of this calendar year.
Set to launch in March 2020, the chatbot is currently in design and testing and is the biggest change to the Ask Izzy platform since 2016.
Domino's AI pizza checker improves quality by over 15%, providing customers with real-time images of their pizza.
Although robotics has been gaining traction in the business world for some time, there are many misconceptions around its capability.
TechSee's report reveals Visual Assistance tech slashed technician dispatches by 19% and product returns by 17%, revolutionising customer service KPIs.
Regardless of where you come from one thing is for certain, businesses only get one chance to make a first impression.
Poor customer service can drastically impact company revenue, with 42% of Australians ceasing to buy after a bad experience, a Zendesk report reveals.
Qlik has this week announced enhancements and expansions to its customer success programs as the company realigns its core mission as a SaaS-first organisation.
Lenovo Data Center Group will now leverage IBM's blockchain and cognitive services to improve its customer care.
Advanced analytics techniques for customer care are finally moving from the lab to production, using machine learning and AI to find context in customer data.
Digital technologies and growing customer expectations mean service leaders must get the digital experience right, according to Gartner.
Jade Software and Ambit partner to deliver advanced AI chatbots, aiming to revolutionise customer service through natural and realistic digital experiences.
Australian customers are increasingly dissatisfied with call centres, with 64% having had a bad experience, according to a survey by Citrus Group.
Oracle's new Digital Assistant utilises AI to streamline business processes, boosting productivity and enhancing user experiences across multiple platforms.
AI bots may power 85% of customer service interactions by 2020, but human touch is still vital for a positive experience, reveals Gartner research.
