7 stories
Everyone has–our customers, our company, and the agents too. I was an agent (I’m now a Customer Success Manager) so I get this side of the barricade better than most.
In the current customer service landscape, expectations are skyrocketing, with demands for faster and higher quality service experiences becoming the norm. Zendesk’s Workforce Engagement Management (WEM) solution is well-equipped to help companies navigate these challenges.
Zendesk announced today that it will acquire Ultimate, an industry-leading provider of service automation, to deliver the most complete AI offering for customer experience (CX) in the market.
What is AI as a service? AI as a service (AIaaS) is a service offered by third-party vendors that allows businesses to incorporate AI-powered tools and capabilities into their systems.
Olivia is a customer service agent at a bustling, understaffed customer service department. She primarily responds to written support requests, like emails and chats, and can handle 30 to 50 messages per shift. However, her capacity often fluctuates based on the complexity of the tasks.
What is intelligent call routing? Intelligent call routing (ICR) is a refined telecommunications technology that efficiently directs incoming calls based on various factors, such as the caller’s needs and agent availability.
If you’ve ever walked into an Aesop store, it’s a full sensory experience. The smells, the sights, the samples—and the incredibly warm and knowledgeable staff. It’s hard to imagine such a rich experience ever existing online and yet, the team at Aesop is tackling just that.
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