Customer data can be a maze of overwhelming information. The cartoons in this issue tackle some of the frustration created as a result. Bots can be left unsupervised, too much assistance can be unhelpful, and knowledge can be hard to find.
Too Much of a Good Thing
Is empathy overrated? Rethinking empathy’s ROI in the contact center in the AI age
New research shows customers don’t want as much empathy as we think they do and apologizing too much can hurt CX more than no apology at all. How much empathy do you really need? And what role should AI play?
Is empathy overrated? Rethinking empathy’s ROI in the contact center in the AI age
New research shows customers don’t want as much empathy as we think they do and apologizing too much can hurt CX more than no apology at all. How much empathy do you really need? And what role should AI play?
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More insights from TTEC
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Contact center KPIs that actually matter for patient experience
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Want to win the streaming wars? Start with CX
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The economy’s uncertain – your CX strategy shouldn’t be
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Coaching efficacy rockets 94% with AI people empowerment platform
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CX is retailers’ secret weapon in an uncertain economy
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TTEC Insights
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Is empathy overrated? Rethinking empathy’s ROI in the contact center in the AI age
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Robust email automation cuts AHT 10% for Blue Cross and Blue Shield of Minnesota
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Put CX in your cart: Why outsourcing is a smart buy for retailers
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Healthcare payer saves cost, streamlines certification of licensed associates
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Webinar recap: AI insights redefine CSAT
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AI Masterclass: Move the needle on CSAT with CX insights magic
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