Webhelp Group, a leading global BPO and customer experience company announced that it has entered into an agreement to acquire 100% of Sellbytel Group. Sellbytel is a wholly-owned subsidiary of Omnicom Group Inc. (NYSE: OMC). Continue reading Webhelp to acquire Sellbytel
When it comes to artificial intelligence, one of the most common questions in the mind of retail customer experience leaders is, “what will happen to humans when AI takes over?” “Will AI eliminate humans in the contact centre?” On one side of projections, analysts cite a dismal future for the role of live agents in retail, with estimates of redundancy within the decade. These sensationalists, as I’ll call them, are more interested in evoking shock than they are in preparing customer experience leaders for the future. Continue reading Will AI eliminate humans in the retail contact centre?
As the customer experience continues to evolve and omni-channel engagement becomes more commonplace, the appetite for automated customer self-service – such as text-based chatbots – is leading many businesses to take steps to deploy technologies to make this a reality. Continue reading Successful automated customer self-service can only be achieved through mastery of natural language processing, says Aspect Software
Surely robots don’t get tired, can work 24/7, are fully skilled at what they are programmed to do, and don’t have any pesky motivational issues – so their productivity must always be consistently high? Absolutely not. This is according to Neil Bentley, Non-Executive Director & Co-Founder of ActiveOps, a leading provider of digital operations management solutions. Continue reading Robot productivity fluctuates just as much as human productivity does
Decathlon Pro, the professional equipment and gear subsidiary of popular French brand Decathlon, has chosen Diabolocom for the management of its customer experience. Continue reading Decathlon Pro and Diabolocom partner to deliver excellent customer service for sport customers