Ryan Lester

Making Agents the Center of the Customer Experiences

It’s true that customer experience is a critical component to the overall success of a company, but what often gets forgotten is the people behind the scenes. The ones creating those game-changing experiences. Excellent customer service starts when agents are happy and empowered to...

Is AI Ahead of Its Time?

It’s easy to forget a time before the iPhone. Today you can’t walk one block without seeing someone glued to their device. iPhones, however, were not the first handheld device that could do more than make calls – in fact, Palm Pilots and BlackBerrys...

Teaching a Chatbot: 3 Things Bots Should Learn From Customer Service Agents

Technology is one of the few things in life we expect to just work. This is especially true when it comes to artificial intelligence (AI), which is a driving force behind today’s digital transformation. According to recent KPMG research, enterprises will spend an...

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