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Containment rate is a well-established performance metric in the customer service world, but not as well-known as NPS or hold time. I would say it’s on the “wonkish” side as far as metrics go.
So, you can imagine my delight to see “containment rate” mentioned in a New York Times Op-Ed last week! Not surprisingly, it was in the context of a “robots-will-take-our-jobs” thesis, but it at least was a more nuanced approach than what we usually see in the mainstream press.
Chatbots have earned a number of pseudonyms over the last few years. Some are accurate representations of the technology; others are just downright wrong. I mean, you wouldn’t call your customer service agent by a different name other than the one they gave you, right?
It’s important to understand that not everything that comes under the umbrella of artificial intelligence is considered a “chatbot”. Let’s explore the most frequently used inferences of “chatbot” and dispel some of the confusion around the terms. You might have been calling “chatbots” by the wrong name all along (not that they’ll really mind).
Here are 7 terms that are often used as an alternative to “chatbot”, and what they actually infer: Continue reading
This blog series explores terminology related to customer service that is either new, evolving or uncertain. In Part 1 we looked at “Canonical”, “Chat vs. Messaging”, “Bots vs. AI” and the troublesome word “digital”. This week, we have 3 new entries below.
It’s amazing how quickly this space is moving: new channels (e.g. chat & bots), changing consumer behavior (e.g. a preference for text, venting on Twitter) and new players (e.g. Facebook and Salesforce).
To navigate all these changes, the right language with crisp definitions can help. Sloppy language with squishy meaning (intentional or not) can hurt. Hopefully this series helps to steer you towards the former! Continue reading
It’s essential that your organization understands the 10 key trends currently shaping the state of customer service. Some may be familiar trends that you’ve already embraced, while others may be new. Either way, a keen eye must be kept on this important industry that continues to evolve.
Let’s take a look at 10 growing customer service trends for 2015. Continue reading
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