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Does a lack of human interaction cost businesses money?

Never underestimate the power of human interaction. Here are some things businesses should keep in mind as they begin to adopt AI technologies.

10 trends changing customer expectations

The essential principles of customer service are timeless, but consumer expectations are not. Customers have always wanted a friendly, efficient and reliable service, but with the development of new technology, their expectations have been raised. They want a more efficient service than before. They don’t just want friendly; they want to feel like the service

The 8 customer service trends of 2017

The principles of customer service remain unchanged: to build good relationships with your customers you need to create a friendly environment that leaves a positive impression and encourages them to spend more. What has changed in recent years is consumer expectations around customer service. New technology has pushed customer expectations to sky-high levels. Today, always-connected

5 ways speech analytics can plug your customer service intelligence gap

In 1971 a study famously concluded that only 7% of communication is verbal. However, this often-quoted statistic not only undermines the effectiveness of spoken communications but the comprehensive nature of the research itself. The piece’s author – Professor Mehrabian of UCLA – found that 55% of communication is about body language. He also reasoned that

Manpower still needed in automated future

Contrary to dystopian assumptions, a bot-driven future arguably wouldn't mean less manpower. The prevailing, somewhat frightening, assumption about chat bots, AI, and workplace automation is that they'll lead to a future in which we will need fewer people to fill fewer jobs. Frankly, that viewpoint is rather shortsighted. Yes, computers are smart... and they are

Five ways VR is set to transform sales and service

This post originally appeared on ICMI and is republished here for your convenience.  With the launch of Oculus Rift, HTC and now PlayStation VR, the future of fully immersive entertainment experiences has arrived. Now, you can climb to the summit of Everest, dive to the depths of the deepest oceans and go to moon as Neil

Setting up a cloud call centre? Here are 10 questions you need to ask yourself now

Despite the increa sing number of customer service channels available, most people still turn to the humble telephone when they want to contact a business. As such, your business’s contact centre remains central to maintaining customer interactions and relationships. For this reason, as managers continue to wake up to the technology’s many advantages, cloud infrastructure

Sky-high computing: The innovations that prove the cloud is the new normal

There was a time when cloud computing was a disruptive force in the world of technology. It’s now as ordinary as the clouds in the sky. Back in 2011, Holger Kisker from Forrester claimed (among other predictions) that “The Wild West of cloud procurement is over”. By 2012, most companies had established their formal cloud

The NSA guide on how to hack

It’s not every day the United States National Security Agency (NSA) leads you through a step-by-step guide on how to hack. When they talk about these kinds of things, it’s important to listen – if they are sharing, the knowledge isn’t secret, and hackers are likely running the playbook with equal proficiency. At a recent

What will General Data Protection Regulation (GDPR) mean for European businesses?

We ended 2015 with full consensus that the internet needs improved security and data protection. Hackers breached too much data from government and corporate entities, and their momentum seemed almost completely uninhibited. We were concerned about the ethics of political and corporate surveillance and noted large holes in how customer, consumer and general population data