Customer service stories - Page 42
Zendesk fuses AI into customer services with Amazon Connect integration
Tue, 10th Dec 2019
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hyperscale
The new services are designed to improve contact centre agent efficiency, while reducing the time that end users spend interacting with customer service.
26% of leaders still “support fax as a communication channel”
Tue, 26th Nov 2019
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martech
A new Pegasystems survey shows Customer service representatives want to help but are frustrated with inadequate and outdated software.
Verizon rolls out new field service management solution
Thu, 14th Nov 2019
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Verizon Connect launches integrated field service management solution for simplified dispatching and job management.
Natterbox launches solution to improve customer service efficiency
Thu, 14th Nov 2019
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Freedom will transform agent performance, enabling Natterbox users to work from wherever they want on whatever device they want to work on.
The future of CX: How to make chatbots work effectively in your organisation
Sun, 3rd Nov 2019
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The secret to deploying virtual assistants successfully lies in implementing them in a way where everyone is a winner.
Five ways robotic process automation is improving the public sector – FTS Data & AI
Tue, 17th Sep 2019
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Robotic Process Automation (RPA) is revolutionising the public sector, streamlining services and reducing costs while improving efficiency and service quality.
Aussie company launches new chatbot service for homeless youth
Wed, 7th Aug 2019
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Set to launch in March 2020, the chatbot is currently in design and testing and is the biggest change to the Ask Izzy platform since 2016.
How robotics can improve customer experience
Mon, 1st Jul 2019
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robots
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Although robotics has been gaining traction in the business world for some time, there are many misconceptions around its capability.
How visual assistance impacts customer service KPIs - TechSee
Wed, 12th Jun 2019
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digital transformation
TechSee's report reveals Visual Assistance tech slashed technician dispatches by 19% and product returns by 17%, revolutionising customer service KPIs.
You only get one chance to make a first impression
Mon, 20th May 2019
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nuance
Regardless of where you come from one thing is for certain, businesses only get one chance to make a first impression.
How customer service directly impacts company revenue
Tue, 14th May 2019
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Poor customer service can drastically impact company revenue, with 42% of Australians ceasing to buy after a bad experience, a Zendesk report reveals.
Qlik repositions to SaaS-first, customer-first company
Tue, 14th May 2019
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data analytics
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martech
Qlik has this week announced enhancements and expansions to its customer success programs as the company realigns its core mission as a SaaS-first organisation.
IBM supports Lenovo Data Center Group with blockchain-powered customer service
Mon, 29th Apr 2019
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datacentre infrastructure
Lenovo Data Center Group will now leverage IBM's blockchain and cognitive services to improve its customer care.
How AI benefits customer service
Mon, 25th Feb 2019
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Advanced analytics techniques for customer care are finally moving from the lab to production, using machine learning and AI to find context in customer data.
Gartner's four musts for digital customer service
Wed, 13th Feb 2019
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Digital technologies and growing customer expectations mean service leaders must get the digital experience right, according to Gartner.
How businesses can enhance customer service using new technology
Fri, 2nd Nov 2018
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Australian customers are increasingly dissatisfied with call centres, with 64% having had a bad experience, according to a survey by Citrus Group.
Could personalised AI assistants streamline your business?
Thu, 25th Oct 2018
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martech
Oracle's new Digital Assistant utilises AI to streamline business processes, boosting productivity and enhancing user experiences across multiple platforms.
Digital customer experience is nothing without a human touch
Mon, 22nd Oct 2018
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AI bots may power 85% of customer service interactions by 2020, but human touch is still vital for a positive experience, reveals Gartner research.
The profits & pitfalls of peddling convenience driven technology
Wed, 3rd Oct 2018
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Convenience culture thrives yet poses risks to joy, work ethics and tips scales from experience to expedience.
Are we in danger of losing the softer side of customer service?
Mon, 17th Sep 2018
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More and more Australians are avoiding phone calls, opting for texting or messaging apps instead, according to a survey by finder.com.au.