We explore how Facebook Messenger and chatbots are impacting call centres with more automation reducing the needs for a live call centre agent. With Facebook now launching their Chatbot service expect this to escalate rapidly.
January 14, 2016Last Updated: January 13, 2019 CX Central0
Is the impact of self-service on call centres good or bad? Vodafone are ramping up their self-service model but what does that mean for call centres jobs?
Can machines build customer loyalty? With the rise and rise of automated technology the question needs to be asked; can machines build customer loyalty? When discussing customer experience, you may say you can’t replicate the ‘human’ touch. However, latest research has
