MFE Magazine’s Post

This is truly a balanced view of the disruptive impact of A.I. on the call center operations industry. A recent article and short read, but very insightful. -- Sherm

Fake (or inconclusive) vs Real research? 1. The scientific finding uncovered at the conclusion of the research cannot be completely detached from the thought process and operational procedures that led to its creation and development. If this is the case, then how objectivity and generality claims are possible? 2. Converting the realm of intention (mind) into the realm of senses (physical world) and evaluating intentions using the quantified tools of the physical world, are we not making a fundamental mistake? 3. Should not we reject the concept of hylemorphism (as Simondon does), which views being as a combination of matter and form, because it concentrates on the apparent components of an interaction (form and material) rather than the elements necessary for the process to be completed (metastability, information, potential energy). 4. Furthermore, it is important to question why we consistently conceive causation in only one direction (from cause to effect) (e.g. staff performance influences customer satisfaction). This idea is flawed as it suggests that the effect is solely altered by the cause, ignoring the possibility that the effect can also simultaneously influence the cause (e.g., the principle of reciprocity: customer satisfaction influences staff performance simultaneously). The concept of simultaneous causation proposes that when two individuals shake hands, both parties undergo a transformation. and the list of dilemmas taken for granted in research goes on... If this is the case, do the current research findings based on one-way causation, suffering from categoric error, etc., become irrelevant?

As much as you think you know your customers, the matter of the fact is, you don't 'know them know them'. AI is flowing through the business landscape like a new wind, somewhat a wind of change. However, it isn't the final solution to fulfil customers' requirements and needs in contact isolation. You can analyse to the nth degree what you believe is the correct content and information your customers may want at your front door when they come knocking, but inevitably there will always be those who want to break through and speak to you. That is why it is critical to assess your customer contact and experience strategy partnered with the correct technical solution to successfully serve all levels of your varied customers and their needs. Gamma invests time in knowing you, your customer and what is the best approach to triaging and caring for their needs and problems. While consulting on the best technology, solutions, services and cutting-edge functionality to help streamline these conversations without losing that personalised approach. If you are assessing your customer experience and tech stack, let me know if you want to talk about how Gamma can help! 🙋♂️ #GoodTogether https://lnkd.in/eKpKpMZM

There are 3 things to validate when you have Product ideas: 1, Market Dynamics: Market size, competition, regulation, these areas will help you formulate your macro worldview. Decide what market to get into. 2, Customer Problems: Customer research, feedback, surveys, NPS, etc... these areas will help you zoom in on the customers in that market. Not every customer problem is worth solving, so it's about the size and value of the problem here. 3. Product solution: User Testing, Technical spikes, Technical research, etc; this is usually the last thing you validate. If a problem is not worth solving, it is no point wasting brain cells on it.

𝐇𝐨𝐰 𝐌𝐚𝐧𝐮𝐚𝐥 𝐃𝐚𝐭𝐚 𝐒𝐨𝐫𝐭𝐢𝐧𝐠 𝐄𝐧𝐡𝐚𝐧𝐜𝐞𝐬 𝐏𝐞𝐫𝐬𝐨𝐧𝐚𝐥𝐢𝐳𝐚𝐭𝐢𝐨𝐧⌛️ ✅In a world where customers crave unique experiences, manual data sorting can be a game-changer. By manually sorting through customer data, you gain deeper insights into their preferences, behaviors, and needs. Unlike automated systems, manual sorting allows you to notice subtle patterns and details that can lead to more personalized interactions. ✅For instance, you can identify loyal customers and tailor special offers just for them. You can also find trends in customer feedback to improve your products and services. While it may take more time, the effort pays off in the form of stronger customer relationships and increased loyalty. ✅By investing in manual data sorting, you create a personalized experience that makes customers feel valued and understood. This hands-on approach can set your business apart and drive long-term success.

📢 Seeking insights for my thesis! Are you passionate about customer service? I'm conducting a survey to explore different types of customer service experiences. Whether you've had encounters with in-person assistance or digital support, your input is invaluable. Share your thoughts and help shape the future of customer service! Take the survey here: https://lnkd.in/dBFdSAJY Thanks in advance! #CustomerService #Survey #ThesisResearch 📝🔍

Guide to establishing a positive & consistent branch experience with Zurvey.io CX and text analysis from Neticle https://lnkd.in/dstAVykt

How AI is Revolutionizing Call Centers and Customer Service? The Latest Podcast [Summary] Today, customer service is more critical than ever. But let's be honest—traditional call centers often fall short, with long wait times and inconsistent service that leave customers frustrated. That’s where AI steps in, offering a solution that’s not only efficient but also enhances the customer experience. At the heart of this transformation is AI’s ability to handle a high volume of inquiries simultaneously, providing instant responses that are accurate and personalized. Imagine a world where your customers no longer have to wait on hold, where their issues are resolved quickly, and where their preferences are understood without them needing to repeat themselves. This isn’t the future—it’s happening now. Here’s how AI is making a difference: - 24/7 Availability: AI doesn’t need sleep. It’s always on, ready to assist customers at any time of day or night. This ensures that your business is always accessible, improving customer satisfaction and loyalty. - Personalized Interactions: By analyzing customer data, AI tailors interactions to meet individual needs. Whether it’s recommending products based on past purchases or offering solutions that match a customer’s unique situation, AI makes every interaction feel personal. - Omni-Channel Support: AI seamlessly integrates across multiple channels—phone, email, chat, and social media—providing a consistent and unified customer experience no matter how your customers choose to reach out. - Cost Efficiency: By automating routine tasks, AI reduces the need for large call center teams, cutting down operational costs while maintaining high service standards. But it's not just about replacing human agents. AI enhances their roles, allowing them to focus on more complex, value-driven tasks that require a human touch. This leads to a more engaged workforce and a better overall service experience. As we look to the future, the role of AI in business will only grow. Companies that embrace this technology now will be better positioned to meet the demands of tomorrow’s customers and stay ahead of the competition. - Is your business ready to harness the power of AI? Let’s start the conversation on how AI can revolutionize your customer service strategy. - Join the discussion: How is your organization integrating AI into customer service? Watch the full episode here starring our CEO and founder Thomas Ryan: https://lnkd.in/d7x3ww9w Or visit here: https://lnkd.in/d-RSwRC3 #ArtificialIntelligence #CustomerService #AI #CallCenters #BusinessInnovation #TechTrends #CustomerExperience

Is it Time to Dump Your Outdated Knowledge Base? Let’s face it—traditional knowledge bases are like paper maps in a GPS-driven world. They might technically get the job done, but at what cost to efficiency and customer satisfaction? Agents today need instant, accurate answers—not a scavenger hunt through outdated, clunky systems. So why are so many contact centers still relying on tools that: ❌ Waste precious time with inaccessible content ❌ Deliver outdated or irrelevant information ❌ Bury key details in dense walls of text The solution? Intelligent agent assistance tools. These AI-powered systems don’t just store information—they deliver it, in real-time, exactly when and where your agents need it. https://lnkd.in/gKAgDMYs

This blog explores the key aspects of customers’ needs and wants in 2024 and how businesses can stay ahead of the curve. Click on the link below ⬇ https://lnkd.in/dUwhK2Dv