In one move, the company continued to charge for a channel that had been blacked out for two months, and in another, it switched some customers over to a pricier plan without informing them first.
Maria Minsker | Nov 11, 2019
Sprinklr Live Chat enables real-time conversations with customers while they're on company websites and mobile apps.
Nov 06, 2019
With customer service acting as a key differentiator today, companies have new obligations to improve service delivery, speakers stressed.
Phillip Britt | Oct 31, 2019
Artificial intelligence and chatbots are the keys to improving interactions for both customers and agents, speakers at the ICMI Contact Center Connections conference stressed.
Phillip Britt | Oct 30, 2019
NICE inContact's latest innovation advances CXone Agent for Salesforce with digital channel elevation and enhanced agent experience.
Oct 29, 2019
New research suggests that by 2030, 69 percent of decisions made during customer interactions will be made by machines rather than humans.
Maria Minsker | Oct 25, 2019
Restaurants are used to dealing with negative Yelp reviews from disgruntled customers, but Outback Steakhouse is taking steps to mitigate the problem, using artificial intelligence, before its customers can head to Yelp.
Maria Minsker | Oct 18, 2019