RISE Technology Advisors
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Being in the most pivotal customer experience era, it is crucial to research, learn, and gain insight from industry leaders on how Artificial Intelligence (AI) could impact the world we know today. I had the privilege of discussing technology evolution, customer experience, and AI with a few incredible leaders and will be writing a blog […]
Next gen technology is taking the world by storm. Due to new technologies like ChatGPT, people are starting to realize how advanced Artificial Intelligence (AI) can be. Some people are fearful of AI and view it as a potential threat and honestly – I get it. For the past few decades, movies, books, and well-known […]
For the final installment of our series, “Contact Center—Time to Optimize,” we’ll take a bit of a different approach to “optimization”. While the prior discussions have centered around contact center evolution and more specifically, cost savings, this discussion will focus more on client engagement. We’ve covered AI/ML (artificial intelligence/machine learning), Agent Assist, Chatbots, and most […]
No one answers the phone!! According to a 2020 Pew Research Survey, nine-in-ten U.S. adults think people often (49%) or sometimes (42%) pretend to be someone else in order to try and steal personal information. 81% will NEVER answer the phone when they do not recognize caller ID. Texting is even worse. The New York […]
As we discussed in our last post, The Evolution of the Customer , clients are becoming more tech savvy and expect integration of online and customer service (CX) front ends. Agents are less engaged and turnover in a contact center is very high. Younger clients prefer to get a quick answer rather than wait on […]
We used to pick up the phone and call for whatever we needed. Find a flight, book a hotel, check our bank accounts, check on a product ordered, order food, delivery, flowers, you name it. Most times now, we use a computer or smart phone. Even when we call into a customer support center, we’ve […]
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