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Three big shifts in the contact center industry
Our CEO, Arnold, just sent an email to some of our partners, associates, and potential future business partners. We wanted to excerpt the top of the email, because it showcases three important trends in contact centers, BPO, and [...]
Should you build your own chatbot?
You theoretically could, although without a proper development background, it’s very likely to be a long, time-consuming, potentially-frustrating process. There are tutorials online to guide you, but typically a better approach is a third-party, outsourced [...]
Where do chatbots have the biggest impact?
Let’s get deeper into their potential impact. In our last blog, we talked about the humble beginnings of chatbots. Where we see chatbots most, and their impact One of the major areas you initially [...]
The humble beginnings of chatbots
Don’t worry, we’ll keep this a bit short, but it’s important to nerd out and know the basics and the arc of what happened with chatbots. The first-ever chatbot, presumably, was developed in 1966 at MIT by a [...]
The Fourth Industrial Revolution
We are at the dawn of what some analysts call “The Fourth Industrial Revolution.” The World Economic Forum has defined this as different from The Third Industrial Revolution -- that’s what many people believe we are currently in [...]
COVID and the doubling-down on flexibility and speed in B2B partnerships
The biggest transformation we’ve seen since mid-March is the need for flexibility and speed in customer interactions. We need partners and customer experience processes that can adapt quickly, creatively, and with elasticity. Easier said than done, though. [...]
Five major shifts in customer experience because of COVID
We’re entering a nearly-Golden Age of customer experience, and in reality, a lot of the trends we were already seeing are just being accelerated now. What are some of those? Let's talk solutions! [...]
COVID and the acceleration of customer experience trends
If you sat quietly for 15 minutes and tried to figure out all the different ways that COVID-19 impacted customer experience, you’d probably come to a list something like this: Focus on safety Caring for customers Acceleration of [...]
RPA Projects: How long until implementation, and who is involved?
Start here, with two previous posts on the topic: What types of projects are good for RPA? When RPA projects fail, why does that happen? OK. Now let’s talk about timelines and people Let's talk [...]
