AI answering services are everywhere now. But too often, they focus on features instead of what really matters: whether the system helps you serve people better when it counts most. A couple weeks ago, I got a call from a business I had met at a conference. He’d missed an ...
Too often, companies implement AI to reduce costs, not improve experiences. But when AI is designed to support agents rather ...
AI has become a staple of modern customer support, but while competitors race to automate everything, the next real ...
We often waste a lot of energy trying to remember what was said. Going through notes, asking peers and blurred memories are ...
Support teams face tighter budgets, higher expectations, and customers who want fast, human help on every channel. Piling on ...
Every day, businesses lose customers. Not because they failed to respond, but because they failed to stay connected. A ...
On a chilly Thursday night last spring, I got a message from a client just past midnight. He was placing an order online and ...
Not long ago, we worked with a nonprofit that doubled its staff in just six months, but its phone system couldn’t keep up. ...
A few years back, I helped a small business owner drowning in customer complaints and missed support calls. Their tools were ...
A few years back, I worked with a retailer whose support team was overwhelmed. Calls were dropped. Agents were juggling five ...
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