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“I’m sorry, that is not a valid entry,” is not the most empathetic response to a customer inquiry. Yes, AI and automated menus can streamline the customer service process, but don’t forget the human touch of empathy. AI Everywhere It is amazing how far artificial intelligence has...

Customized ads, website suggestions, ‘people you may know’, every move online is watched. Common customer service tools like typing previews in chatbots and call monitoring are meant to improve the customer experience by making it more targeted. However, when do customer monitoring tools benefit from...

What goes into a quality QA process? Grab a cup of tea, coffee or liquid of choice and let’s talk quality assurance. It’s not the most exciting topic but a vital one to your company’s longevity. There are many QA tools that exist, but what is...