2016 Customer Service by the Numbers – A Year in Customer Service Statistics


From a customer service standpoint, we’ve established that 2016 was the year of the chatbot but that’s not the whole story. Omni-channel customer service, cloud contact centers, and personalization are all customer experience themes that grew in 2016 and will only continue to get stronger …

Customer Service Heaven Is Just a Virtual Personal Assistant Away


Customer needs and desires do not always overlap with business objectives: for example, cutting costs as a corporate goal does not benefit the consumer directly.

As for customer service in the past, cutting costs often meant the introduction of automation in the form of Interactive Voice …