Last week, in the wake of the Cambridge Analytica scandal several companies and celebrities, including SpaceX, Playboy, Will Farrell and Cher left Facebook. Meanwhile, Facebook put a temporary pause on its app review process for new Messenger chatbots. Which means developers are currently unable to …
Maddy Hubbard
The State of Chatbots
Confession: I don’t like to talk on the phone. I’m not alone. In fact, Aspect’s 2017 Customer Experience Index contact with customer service via talking to a live agent has declined 10% in the past 2 years.
Picking up the phone started to wind down for …
Chatbots > Robots? Spoiler: Yes
I recently read a news story about Fabio. No, not the Fabio famous for steamy romance novel covers and more recently hustling imitation butter. This Fabio is a robot who was recently fired from a grocery store for failing to assist customers.
Fabio was unable to …
Report: Contact Center Challenges & Priorities for 2018
When I was in high school, a fellow student was bragging about teaching herself to juggle. She was explaining to a group of people how difficult it was and how not a lot of people can do it. I listened intently while wondering to myself …
Improving the Retail Customer Experience with SMS
I’m the proud owner of three enormous dogs. The beasts, whom I adore, collectively weigh about 400 pounds. As you can imagine, they eat a lot. Buying their food at a brick and mortar store almost qualifies as a workout. Getting the bag of food …
The Case for Self-Service: Your Customers Don’t Want to Talk to You
Faced with a conundrum, my son came to me the other day asking for help. He was attempting to register for spring semester classes, but because of a missing prerequisite, he wasn’t able to register for the math class he intended to take. Neither one …
Happy Employees Make Happy Customers
We’re all familiar with the proverb, “the road to Hell is paved with good intentions.” It is thought to have originated with Saint Bernard of Clairvaux who, back around 1150 AD wrote, “L’enfer est plein de bonnes volontés ou désirs, ” which means Hell is full of …
WFM Insights Webinar Series: Register Today
Thanks to workforce management software, it’s possible to have a truly effective contact center that balances the needs of the customer, the enterprise, and the agent. But making WFM as successful possible means staying on top of the latest technological advancements and industry best practices.
Sounds …
Convince Your Boss: It’s Time for Digital Transformation
In 2000, Netflix CEO Reed Hastings approached Blockbuster (who?) and asked for $50 million for the company he founded. **Spoiler Alert** Blockbuster declined.
Today, Netflix is worth more than $60 Billion. Blockbuster, who at its peak in 2004, had more than 9,000 stores in the U.S., …
Reduce Customer Frustration with Context Cookies
My children — who are not little kids and more accurately young adults — don’t remember a time without easy access to the internet. They’re pretty savvy, not only because they’ve grown up online, but also because after years of working in digital marketing, I …