“It's essentially -- they have a different job title than us, but they have no real power over a normal customer service representative,” Pavlic said. “I had the same thing at my company.

The post Your Attitude Shapes Your Job Experience appeared first on Self Employed. Recently, I came across a powerful quote ...

Engaged employees deliver better customer service. Companies in the top 25% of employee engagement have 10% higher customer ...

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When automation displaces so many human roles, CX quality takes a nosedive. The key is to define clear, human-centric strategies for implementing AI.

The company is laying the foundations to make Starbucks “once again the gold standard in customer service” and is planning to ...

A quiet revolution is reshaping the job market. Employers across industries are moving away from traditional resumes and ...

I get a report on what customers are telling us the day before," he explained. Within the Verizon app, AI is being used to customize and streamline the customer service experience.

Auto summarization, or the “gateway drug” for AI in the contact center, is helping call center agents drop from three to four minutes of after-call work following a customer interaction, to 15 ...

Businesses are turning to AI chatbots to deal with customer service. The new tech saves them money, but it's leaving a lot of people frustrated.