Taylor Jones

Man vs. Machine: Chatbots and the Future of Customer Service

Technology and artificial intelligence will continue to have a growing role in customer service. Many customers are wary of this, and have had negative...

Lessons from A Past #Snowpocalypse: It’s No Joke, Especially for Customer Contact Operations

Allow me to set the scene... it was right before Valentine's Day 2014, and I was facing my first snow storm in Charlotte. The...

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