It’s the Golden Age of Natural Language Processing, So Why Can’t Chatbots Solve More Problems?
Advancements in the field of AI and Machine Learning (ML), specifically Natural Language Processing (NLP), are revolutionizing the way we live an
Agents Are Key: Top Trends from CCW Digital
For over 20 years, CCW Digital — the global online community and research hub — has brought together the customer contact community for a
The Power of Positive Language in Customer Service
Customer service interactions are about so much more than resolving complaints quickly. It’s also about saying the right thing at the right time.
86% of good customer service turns one-time clients into long-term
The Ideal Customer Service Ecosystem? Humans, Self Service, and Automation
A colleague recently told me about a frustrating customer service experience she had with Airbnb. My colleague had rented what she believed
So you think CSAT tells the whole story?
Think again.
Are your customers happy with their experiences to the point where they’ll choose you over your competitors? Customer satisfaction metrics like CSA
Is the Future of
Cryptocurrency a Customer Service Nightmare?
To say that cryptocurrency has entered the mainstream should not be a shocking statement to anyone. Over the past nine months, Bitcoin, Ethereum
The Overkill of “Self Service” in Fintech
The old adage of “the customer is always right” may not always hold true, but what does is the absolute need for customer empathy. The ability to listen
2020 Forever Changed the way Brands and their Customers Communicate…
Are Brands Ready?
Digital transformation is real. The relationship between companies and customers has changed more over the last year than arguably the 100 years
What CX Leaders Are Asking Us: How Do We Respond to Customers Facing Long Wait Times?
We spend a lot of time talking with Customer Experience (CX) leaders about the challenges they face. Everything from scaling their teams to
How AI Can Help Your Support Teams Be More Empathetic
Last week, our CEO and Head of Product — Etie Hertz and Tadzio Smith — had the opportunity to participate in a Zendesk Startup Central event wher