MRO

by   |    |   4 minutes  |  in Aerospace & Defense, Business Agility, Transform Your Business

As demand for air travel continues to rise, the global fleet maintenance, repair and overhaul (MRO) market is seeing some serious growth. The Oliver Wyman 2018-2028 Fleet and MRO Forecast Commentary projects spending to hit $114 billion globally by 2028—that’s a jump of almost 50 percent over 10 years. This is a great opportunity in…

Read more

Adding Artificial Intelligence

by   |    |   3 minutes  |  in Customer Engagement, Service Management

Adding artificial intelligence to the contact center is an important decision that involves a significant investment of time money, and resources. Because of this, when an organization is ready to implement AI, it’s absolutely critical to identify how and when the new technology will deliver a return on investment. There are a number of ways…

Read more

AI

by   |    |   3 minutes  |  in Customer Engagement, Service Management

There’s no doubt that artificial intelligence is going to be more and more common in customer service and support interactions. Its versatility in expanding self-service options across channels, its ability to capture robust customer insights, and its efficiency in handling contacts make it a very attractive investment for contact center leaders. Customers realize this and…

Read more

Retail Service Experience

by   |    |   3 minutes  |  in Customer Engagement, Service Management

One of the greatest stumbling blocks for organizations is the transition from an AI-based interaction to live agent assistance. When done poorly, the effects ripple across both the customer and agent experience.  But when the right balance is achieved, and the two systems work in harmony, both the agent and customer experience are elevated. It’s…

Read more

agent engagement

by   |    |   2 minutes  |  in Customer Engagement, Service Management

If organizations want to deliver a great customer experience, it’s important to create a great agent experience. Research consistently indicates a significant connection between an agent’s level of engagement and satisfaction and their ability to provide a positive customer experience. A study by Ventana Research found that a very satisfied agent is twice as likely…

Read more

omni-channel

by   |    |   3 minutes  |  in Customer Engagement, Service Management

Many organizations want to provide an omni-channel experience, but few are doing it consistently well.  If you’re a contact center leader who’s been challenged with leading the omni-channel charge, you’re probably wondering what it takes to make, or break, a successful program.  More importantly, what are the components necessary for getting it right?  Achieving true…

Read more

retail customer experience

by   |    |   3 minutes  |  in Customer Engagement, Service Management

One of the best first steps for successfully implementing artificial intelligence into your customer experience strategy is an evaluation of your self-service offerings. A common mistake among AI implementations is a lack of review in existing self-service systems and a thoughtful plan for where artificial intelligence is the best solution. Without proper planning, reporting and…

Read more

Will AI eliminate humans

by   |    |   3 minutes  |  in Customer Engagement, Service Management

When it comes to artificial intelligence, one of the most common questions in the mind of retail customer experience leaders is, “what will happen to humans when AI takes over?” “Will AI eliminate humans in the contact center?” On one side of projections, analysts cite a dismal future for the role of live agents in…

Read more

Artificial Intelligence within customer service

by   |    |   3 minutes  |  in Customer Engagement, Service Management

Artificial intelligence has the potential to transform the contact center industry. Much of the conversation has centered on chatbots or virtual assistants that respond to text and speech, but this is just one aspect of the wide-ranging, permanent effect that machine learning combined with process automation will have on customer service. Machine learning algorithms learn…

Read more

AI and agent-assisted service

by   |    |   3 minutes  |  in Customer Engagement, Service Management

While there isn’t a specific threshold for “too much” or “too little” artificial intelligence, every organization should take great care to ensure that the use of AI is complementary to their existing customer experience and aligns with both the customer’s and agent’s expectations. For AI and robotics to work best, they should seamlessly blend with…

Read more