Customer Service: Page 5

  • Whole Foods
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    Courtesy of Whole Foods Market
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    Amazon is extending grocery delivery and pickup to non-Prime users nationwide

    The online services are now available to non-members throughout the U.S. through Amazon Fresh and will soon expand to markets where Whole Foods operates.

    By Jeff Wells • Nov. 15, 2023
  • An employee aids his colleague in a call center.
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    sturti via Getty Images
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    Want good customer experience? Improve your employee experience.

    MIT Technology Review Insights found that employees are looking for the same things as customers from a brand: personalization, values and efficiency.

    By • Updated Nov. 13, 2023
  • Charles F. Lowery, Chairman and CEO, Prudential Financial, Inc., addresses an audience.
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    Olsen, Mark. (2019). [Photograph]. Retrieved from Flickr.
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    Prudential Financial leans on tech partnerships in a bid to improve customer service

    While it operates at a net loss, the company is working to enhance its sales and claims platforms.

    By • Nov. 9, 2023
  • A red Rivian R1T pickup parked in front of a Rivian service center.
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    Justin Sullivan via Getty Images
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    Rivian sees post-purchase experience as key electric vehicle differentiator

    CEO RJ Scaringe believes Rivian’s software capabilities and user experience will help it stand out from the competition.

    By • Nov. 8, 2023
  • Shot of a young female call center agent.
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    mixetto via Getty Images
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    Generative AI finds a tentative home in customer service

    Businesses are still wary of using generative AI directly with consumers, instead choosing to deploy the technology with customer-facing employees.

    By • Nov. 8, 2023
  • A customer service or call center employee sits at a desk while using a laptop, headset with microphone and monitor.
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    alvarez via Getty Images
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    In the age of self service, live agents remain a must-have

    Self-service tools can’t resolve every issue, and customers look for seamless transitions to define a good experience.

    By • Nov. 7, 2023
  • A headset hangs on an empty call center cubicle
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    William Thomas Cain / Stringer via Getty Images
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    Would you like to speak with a live agent? One-third of Gen Z, millennials say no.

    Younger generations increasingly don’t want to bother with customer service calls, and that attitude is trending upward for older consumers, too.

    By • Nov. 6, 2023
  • A red brick building with an REI sign on it.
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    Daphne Howland/Qcmpt
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    REI cuts 275 employees in store operations overhaul

    Those impacted are in the retailer’s “lead” role, which is being eliminated as the company revamps its store operating model.

    By Cara Salpini • Oct. 16, 2023
  • ServiceNow office building in Silicon Valley
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    Sundry Photography via Getty Images
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    ServiceNow targets service management with generative AI integrations

    The IT service management solution provides AI-driven search capabilities, and can automatically summarize cases, incident details and agent chat history.

    By Lindsey Wilkinson • Sept. 20, 2023
  • Twilio image of its Voice Intelligence tool
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    Permission granted by Twilio
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    Twilio taps AI to boost CX in calls

    The Voice Intelligence tool will record and analyze the content of a call in real-time and can automatically redact personally identifiable information.

    By Lindsey Wilkinson • Aug. 23, 2023
  • IT service desk worker graphic illustrating a search box and telephone on an orange background
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    Vnoam3d via Getty Images
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    Qcmpt

    Generative AI’s momentum casts uncertainty over the future of the IT service desk

    Experts wonder what role these tier one technologists will play in IT departments moving forward, even if analysts believe fears of imminent job loss are overblown.

    By Lindsey Wilkinson • Aug. 21, 2023
  • Exterior front rendering of Discover Financial Services' Chatham Customer Care Center in Chicago, Illinois.
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    Permission granted by Discover
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    Discover finds tech upskilling model in Chicago customer care hub

    The company looks at the Chatham call center and technology hub as a model for site selections, hiring procedures, customer service experience and community development.

    By Lindsey Wilkinson • Aug. 11, 2023