Forrester Digital Transformation
MARCH 16, 2022
since the pandemic began, and customer service organizations have managed the impossible: moving thousands of agents home practically overnight and rapidly deploying new digital channels, all while supporting millions of COVID-19-stressed customers. Our world has changed, and customer expectations have changed with it.
Forrester Digital Transformation
MARCH 20, 2023
In times like these, customer service teams are often pressured to cut costs – at all costs. It’s news to no one that the past few years have been tough. Having only just found some stability post-pandemic, companies are now thrust into a new economic crisis. While we don’t expect that to change entirely, we […]
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Forrester Digital Transformation
FEBRUARY 16, 2023
The customer service technology world is particularly saturated with these announcements; it seems like we can’t go a day without seeing another one. Not a huge […]
The Global Small Business Blog
JUNE 25, 2024
©iStock/hirun Gartner predicts that by 2027, chatbots will play a major role in customer service for 25% of companies. For marketplace owners, it's an opportunity to engage with their online audience in real-time.
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Forrester Digital Transformation
DECEMBER 21, 2021
AI, the prophesied hero, powering the agent who doesn’t need breaks and can engage with 100 – no, 1000 – customers at once. Close your eyes and I’ll set the scene: it’s 2016. Chatbots are all the rage. News articles are predicting the death of the contact center as we know it. Infinitely scalable human-like […].
Premier BPO
JUNE 28, 2024
Underwhelming Digital Experiences Business leaders are fascinated and optimistic about the potential abilities of AI-powered tools to solve problems such as staffing and handling customer requests. Max Ball, principal analyst at Forrester, says, “ People just look at the cost savings, and they don’t look at the customer experience.”
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