BLOG: If planet Earth had been created one year ago, the human species would be just ten minutes old. Putting this into context, the industrial era would have kick-started a mere two seconds ago. Thanks to human influence, the pace of technological advancement on Earth is astonishing. However, we are already on the verge of the next change. Continue reading Customer service and keeping it real
The number of predictions and speculations about Artificial Intelligence (AI) replacing human workers in the contact centre is countless. But what percentage of truth is actually held in these? Susannah Richardson, mplsystems’ Market Research Director, explains that while there is weighting behind such statements, it is important to contextualise technology advancements within the customer service sector. Continue reading Integrating AI technology alongside your contact centre workforce
BLOG: It’s a decision that some say could destroy the outbound centre as we know it. Now, the CEO of ResQ, a leading UK telemarketing agency, has welcomed Ofcom’s clampdown on calls that cause ‘consumer harm’. Continue reading The End of the Call Centre? ResQ hail Ofcom clampdown as ‘gamechanger’
Huge strides are being made in artificial intelligence, and every day advances in areas such as machine learning, automation, problem solving and voice recognition add new abilities to the technology around us. Continue reading AI, Automation and Robotics
Guest Post by mplsystems: As a consumer, a couple of weeks ago, I purchased a product (the details of which are not important) from a well-known and large in size retail brand. While using it in it’s fairly new state, part of it broke, proving the product as faulty and delivering a poor customer experience. After spending a fair amount of money on this product, I was left feeling short-changed and so decided to complain to their customer service department. Continue reading One Customer, How Many Agents?