A few weeks ago we participated in Call Center Week 2016 and now that I’m back in the office I wanted to reflect a bit on a couple of the themes and industry trends I noticed while at the event. Omnichannel – By this point we’ve all heard the term Omnichannel so it’s no surprise […]
If you’re in Customer Service, you’ve heard of omnichannel—in fact, you’re probably sick of the term. If you haven’t heard of it, think of omnichannel as a seamless experience for the customer across all channels. So if a customer begins buying an item online, but chooses to call the company to enter the payment information, […]
(This blog originally appeared on ptpinc.com on Thursday, May 19, 2016. It has been reposted in its original version with permission from the author.) In a recent series of radio ads that feature a bereft and primitive attempt at a telephone customer experience, Ruby Receptionist entreats us to “rediscover the lost art of human interaction.” Have our […]
The call center of the future… it’s an intimidating thought. It’s likely to look a lot different than the call center of today. But what does that really mean? Let’s explore automated customer service in the call center of 2050. The Voice Channel Will Remain Prevalent At the turn of the century, many thought that […]
Like many other technological fields, the artificial intelligence industry is very trend-driven. From chatbots to cloud computing services, every week brings a new buzzword to our Twitter feeds and favorite tech blogs. In 2012, the New York Times featured a front-page story about deep learning, shortly followed by articles on IBM’s Watson, machine learning, and […]
To put it simply, deep learning is a type of machine learning algorithm that mimics the neurons and synapses found in the human brain. It allows for the modeling of complex data patterns in multilayered networks that continuously self-improve. Deep learning was first developed in the 1950s during psychologist Frank Rosenblatt’s quest to create a […]
In 2015, Microsoft conducted a study and concluded that the average person’s attention span was just 8.25 seconds. To put this into context, a goldfish has an attention span of 9 seconds- a whopping 0.75 seconds longer than ours! While this news is slightly disturbing, it does provide valuable insight into how important the first […]
There’s no way around it- there is a universal dislike of old-fashioned IVRs. In fact, it’s common for customers to feel irritated the moment they realize they are speaking to a machine rather than a human agent. But in reality, their frustration shouldn’t be directed at the machine itself, but at the stilted nature of […]
To run a mission critical service, the network and system architecture must be designed so there is no single point of failure. But, that’s easier said than done, especially if you’re not the most tech-savvy person. Here’s a basic checklist – we’ll start with the obvious: Redundant servers Redundant network devices (switches, firewalls, routers) Virtual […]
In 1950, Alan Turing posed an interesting question: can machine intelligence become human-like enough that the average person would not be able to distinguish the difference between man and machine? Thus, the Turing test was born. Turing explains the test using a scenario in which a human interrogator asks questions of two parties, of which […]
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