#CXTuesday weekly digest # 22 - 5/1/2018

Posted by lantelligence on May 2, 2018

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NLP in Your Contact Center: What You Need to Know

By No Jitter

The use of natural language processing (NLP) to conduct a conversation with a customer is far and away the most impactful use of artificial intelligence in a contact center. NLP underpins the conversational AI used with Web chatbots, voice assistants for enhanced IVR functionality, and voice computing interfaces for virtual assistants like Alexa, and as such is a critical technology to understand for the modern contact center.

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Who Is Driving Customer Experience? 

By Forbes

Customer experience starts from the top, but the executive who takes the helm can be different at each company. There isn’t a one-size-fits-all answer to who in the C-Suite should own customer experience. Consider these five scenarios with various executives leading the customer experience charge.

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Who's Threatening Your Contact Center's Data Security? 5 Fraudsters to Know

By ICMI

No matter the industry, contact centers are prime targets for fraud. With sensitive data, like payment card numbers, Social Security numbers and other personally identifiable information (PII), flowing through the environment, it is easy to see why hackers and fraudsters are looking for ways to exploit these customer interaction hubs. 

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Why AI can’t fix your broken customer service model

By Venture Beat

Artificial intelligence now sits on such a lofty pedestal that people are talking about how it could cure cancer. Let’s hope that one day it will, but we are a long way from there. You see, the answer to the air passenger’s question was simply “no.” If a company doesn’t value its customers, then it doesn’t matter how much technology they throw at customer service — it won’t get better.

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Tags: Customer Experience, CCTR Operations

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