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 experiences or views of AI. Some think chatbots will not be able to solve their problem or will not be...

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 entire Southeast was getting hammered, crippled from inaccessible roads. I know this may seem like a fun time to make...

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