There is no way to deal with data processing in daily business without coming across document and mobile capture. But when exactly is an investment in the proposed solution of smart data capture profitable – or even essential? And how do the applications wield influence over following processes once the initial handling has been completed? A compact overview with all the relevant information is provided in trade group Bitkom’s significant guidelines. Read More

Big data provides critical information for customer service

Often, when we think about big data, we think about the volumes of data that are referred to. It is tempting to do this because big data does involve large volumes of data that are constantly growing at exponential rates. Advances in the growth and development of big data computing constantly dominate the news. It takes advanced software and BI tools to even begin to comprehend the volume of certain measurements, such as petabytes and exabytes. Read More

What does RPA actually mean? The term at a glance...

Most of us have heard about it, but are we all able to explain what it is? Robotic Process Automation (RPA) is based on artificial intelligence. A wide variety of definitions have been used to try to predict its effect on years to come in business and privacy. People do not tire of discussing possible future changes, with both skepticism and emotion. So, what exactly lies behind the terminology, and in which way can RPA improve our future workflows and processing? Read More

Why Traditional Chatbots Will Not Stand a Chance

Enterprises primarily look for simple and low-cost options to offer their clients online services that make use of conventional chatbots (also referred to as ‘virtual assistants’). Instead of saving, in most cases, the expenses rise as the chatbots initially have to be ‘trained’ via so-called ‘dialog scripts’ in order to be put into operation. Those scripts have to be programmed manually! In addition, it is proven that traditional chatbots neither prevent further inquiries nor do they achieve favorable customer experiences. Rather, there is a high possibility of doing oneself a disservice by using chat robots. In light of smart speech assistance, such as SIRI or CORTANA, growing skepticism about their sustainability is valid. Read More

Artificial Intelligence: Linking Businesses and Customers

Comprehensive ‘Information of Everything’ is about all imaginable IT-related issues, from self-learning software, discrete agents and automated objects to innovative apps and services, furthermore providing a platform for the Internet of Things. Gartner’s riveting predictions and analyses for the current year’s end include a future digital world based on Artificial Intelligence algorithms and smart machines that are able to facilitate a ‘harmonious relation’ between businesses and their clients. Read More

Digital transformation for the last mile of customer experience

Customer-facing processes and operations have one moment of truth that moulds the customers’ perceptions. You will ask yourself whether it’s when first contact is made with your business or whether it’s the last memorable chain of interactions. Or perhaps it might be somewhere in between the two, along the line of contact between your business and the customer. Read More

‘Go Digital or Die’ goes beyond supported channels: the challenges at hand

The Customer Contact Expo in London is an impressive event with lots to see, learn and experience. There are keynotes, workshops and exhibits galore. But some remain etched in our memory even now. Paul Scott of Dimension Data presented a talk entitled “Go digital or die”, which falls into that memorable category. Read More

What drives omnichannel?

Many of the customer service leaders with whom I have spoken in the last year realize they have a significant ground to cover for their contact centers to be prepared for omnichannel. Many are in catch up mode- as soon as they implement the latest channel into their business process another communication channel begins to take on prominence. What’s driving this continual shift? Read More

The Rise of Text Analytics in Contact Centers

Today businesses compete for domination in the digital domain. Customers expect good customer service; many businesses fall short because their digital communications are stranded in the past.  It' a safe bet that almost all contact centers in North America provide telephone support. However, there is little doubt about the customer demand for other channels, such as social media and e-mail. These are requirements for the contact center of the future. Read More

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