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
Are voice interactions becoming a smaller part of the customer service picture? That’s a pretty important question for everyone involved in the call center industry. I shared some conflicting data in a blog post a couple months ago (
