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There is a discussion brewing among contact center leaders about what to call the front-line employees who handle calls and other customer interactions. Historically they have been referred to as “agents” or “representatives.” But as customer experience takes a more prominent role and these...
The E.U.’s General Data Protection Regulation went live in May, and companies are scrambling to keep up with new compliance regulations, while consumers are adjusting to new protections.
Healthcare patients have come to expect the same digital tools used in the consumer world, from scheduling appointments to picking up prescriptions. According to NTT Data Services research...
When contacting Sling TV’s customer service, customers may interact with a bot or a human, or both. Seth Van Sickel, director of operations at Sling TV, and Richard Smullen, founder and CEO...
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