Not Your Father’s Call Center: How Cognitive Computing Can Boost Customer Satisfaction and Agent Retention
However you measure business success, customer experience is a big factor. And in many cases, it’s the call center experience that directly affects the customer experience – and in very measurable ways: customer satisfaction scores, churn, social media ratings and brand reputation. And yet, on any given day, a significant portion of call center agents […]
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Cognitive Computing Systems: How They Learn, How We Make Them Unlearn
Like humans, cognitive computing systems learn from an ever-growing collection of knowledge. And clearly, business interest is high in adopting these systems to accelerate decisions and improve their accuracy. Businesses need a plan, however, for when intelligent systems learn in expected ways. The fact is, cognitive computing systems do sometimes learn in ways their designers […]
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