Author: Cassandra Vincent

Updated 2021 (originally published Sept 2019) Machine learning based tech is becoming more sophisticated with virtual influencers, robot assistants, AI making appointments by phone. Talking AI in customer service, it's not ironic to mention feelings, because it's humans that this tech is meant to support....

Welcome to CSAT.AI for customer experience and quality assurance, your new best friend. With this innovative tool QA monitoring is automated, covering all of your chat and email interactions. CSAT.AI supports your agents with real time feedback enabling them to provide excellent customer experience....

Happy Customer Service Week! Last week in prep for #CustomerServiceWeek2019, we celebrated customer service successes. This week we are celebrating the power of employee engagement with The Ritz-Carlton. Employee Engagement Experts and reports agree, treating employees well is linked to business success.  As Micah Solomon states in...