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The Future of Automated Customer Care is a Bright One

Recently, I hosted a forward-thinking interactive session at Frost & Sullivan Customer Contact East titled “Automated Customer Care with a Human Touch.” Based on the findings from a recent study on consumers’ experiences with automated customer service interfaces, the session raised some interesting points about the current state of customer care.
Michael Roche
Michael Roche May 10, 2016 | 4 min read
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Putting the “I” in IVR with Virtual Assistants

There are countless reasons for calling customer service centers. Perhaps a phone line has static, or cable service is out, or a new customer needs help with WiFi (News – Alert) settings, or a scheduled appointment needs to be changed, or maybe Mom ordered the wrong size Halloween costume and needs to quickly exchange it.
Interactions October 23, 2014 | 2 min read

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