The use of AI has featured heavily in the news again this week. In fact, you would have had to be on a different planet to avoid the stream of thoughts and headlines. Those responsible for customer service in our organisations will be aware that it has traditionally been viewed as an important, but… The post Beyond the chatbot: The hidden potential of AI appeared first on Institute of Customer Service.| Institute of Customer Service
Arjan van den Berg, is the senior partner director at ContactCenter4ALL, analyses what needs to power back-end operations to drive the connected contact centre of the future.| Marketing Gazette