Conversational Virtual Agents: Advantages and Caveats | Guest: Livio Pugliese

"Conversational Virtual Agent (sometimes known as chatbots) are all the rage. There has been an explosion, with easily accessed and low-priced conversational frameworks from the likes of Amazon and Google. However, while it’s easy to put together a bad ...
read more

Customer Care in a “Transhuman Era” | Guest: Garrison Macri

Technology is impacting every aspect of our lives from home shopping, home deliveries, video streaming, voice activated home hubs, to kids paying to watch their favorite gamers … well play Video Games.  Technology developments in the Customer Care world are ...
read more

Drama, The Poison of Customer Service | Guest: Eric Berg

The Call Center industry can be full of drama that can be a poison to the customer experience, employee satisfaction, agent retention and your overall center performance.  In this episode, we will learn how to identify different types of drama and discuss ...
read more

Changing the Way Collection Agencies are Viewed by being Ridiculously Nice! | Guest: Kenlyn T. Gretz

Has the collections industry taken a few black eyes through the years?  Yet, your specific company was not at fault?  Does your company get “stereotyped” unfairly  Our guest today, owns a collection agency that is intent on changing the way collection ...
read more

Articles & News

see all