MOST companies think they have a customer service problem. They don’t. They have a data problem that looks like a people problem. Until leaders can see the difference, they’ll keep investing in the wrong fix.
Read Full Article At Source
MOST companies think they have a customer service problem. They don’t. They have a data problem that looks like a people problem. Until leaders can see the difference, they’ll keep investing in the wrong fix.
I’ve lived both sides of it. Last month, I called a company to sort out a billing issue. The chatbot couldn’t parse what I was asking. I got transferred. The human agent was patient, but put me on hold three times just to pull up my account history.
I spent 40 minutes resolving something that could have taken five. What struck me was watching a capable, well-intentioned person be defeated by the firm’s own systems in real time.
SINGAPORE – An uncle of the boy who drowned while fishing in Kallang River said the recovery of Muhammed Qayyim Daniel Putra Rosli’s body will…
SINGAPORE – Good news if you are planning to head to Marina Bay to soak in the festive mood. You can now enter Togetherland by…
Follow our live coverage here. SINGAPORE – There have been no reports of Singaporean casualties in the Middle East and Singaporeans should avoid travelling to…
A singer-songwriter known for performing for passengers on public buses has gone viral after a SMRT bus driver told her she was “only allowed to…
eToro said April’s headline growth was partly driven by higher petrol prices. April retail sales rose 5.4% YoY, but the headline growth may be masking…