Not Your Father’s Next Best Action! Why Untimed Single KPI NBAs Don’t Cut It
Reinforcement Learning-based Next Best Actions overcome limitations of traditional NBAs and offer better ways to personalize customer
Inside McDonald’s Digital Transformation
Digital transformation is at the heart of McDonald’s efforts to improve customer experiences to retain current customers and bring back former customers.
Verizon Adds Real-Time Intelligence to its Call Centers
AI and analytics enhance customer experience and cut costs.
How Call Centers Use Streaming Analytics for Real-Time Answers
Call centers have a lot of client data available to them, but it's often locked up in myriad legacy systems. Streaming analytics can help speed
How Cognitive Computing Improves the Call Center Customer Experience
Free Report: Download this white paper and learn how cognitive computing can help with enhanced call center customer satisfaction and make a call center's …
IoT Sharpens a Company’s Ability to See Around Corners
IoT-driven businesses will be monitoring, assuring and servicing customer minute-by-minute, all day and
5 Industries Where All Employees Will Be Customer Service Agents
As artificial intelligence and machine learning become more integral to customer service, all employees will have agent-assist tools at their fingertips -- but …
4 Ways Real-Time Data Improves Customer Service
Instant access and 360-degree views of all customer and product data is mandatory to enable customer service representatives to operate more efficiently.
Real-Time Customer Service Across the Channels
The banking and financial services industry has been moving toward an "omni-channel” presence in which the same customer services are seamlessly rendered, …