CX Digital Solutions: TSC

Creating an online community where your customers can share their ideas and opinions about your brand will help your organization build “trust”

To understand how your company is making its customers feel, you need to understand how each touchpoint adds up in terms of positive or negative emotional sentiment and the only comprehensive way of doing this is with a customer experience map.

According to new research from Voicebot and Voicify, 66.4 million Americans now own on average two devices such as Amazon Echo, Google Home Assistant and Apple HomePod as the current installed base for the U.S. is 133 million.

At this year’s Outsourcing World Summit (OWS), Sitel Group spoke about customer empathy and the emotional, human side to customer experience (CX) as central to business transformation and was also recognized as an industry leader.

Chatbot use cases need to be clearly defined. What exactly is it going to do and how is it going to do it? They can be classified by four broad chatbot use cases or families.

There are three types of chatbots operating behind the interface – Basic; Intelligent; or Hybrid. Each operates differently and each has its own unique benefits. Read more!

The 2018 American Consumer Satisfaction Index (ACSI) Telecommunications Report showed levels of customer satisfaction in the M&E sector are falling even as the quality of content being broadcast is hitting an all-time high.

As well as an application, we should think of chatbots as an interface. They sit between the user and a service, just like tapping on a button in a smartphone app, clicking on a menu with a mouse, or even speaking with a customer care agent to resolve an issue.

Operating under the tagline of A Vocal Experience You Can Trust, Sitel Group’s Digital CX agency TSC articulated the dos and don’ts of building a voice app that will add value for your brand at the 2018 Hub Forum – one of the most important digital marketing and business transformation conferences in Europe.