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The Arrival of Bots in Customer Service


The arrival of bots in customer service creates real opportunities for brands, but you should know how to use them intelligently.

The adoption of bots in customer service should be cautious and comply with some basic but necessary guidelines: Integration of interactions with bots in carefully designed customer's journey; ensure continuous monitoring and improvement as mistakes and shortcomings are a real possibility; do not cheat.  Show clearly that your service is "bot attended"; complement bots with humans. Integration and escalation are key.

Read our article with five successful examples of bots performing customer service functions (in English) or learn about the rise of chatbots in Latin America in our blog (in Brazilian).




Get Contact Center Metrics Aligned With Customer Experience Goals


Customer service executives understand the importance of having the ability to analyze relevant real time operational and business metrics to improve processes, increase productivity and maximize customer engagement. Read the first of two articles (in Spanish) on how to define and measure business-relevant KPI's in the contact center, aligning the metrics with the customer experience strategy and goals.




Altitude Expands North America Presence to Deliver Contact Center Solutions


Altitude is expanding its presence in the North America market, with its U.S. base now located in Phoenix, Arizona, lead by Mark Surico, new Global Accounts Director.

With regional headquarters in Toronto, Canada, Altitude boasts a team of seasoned industry experts in operations, sales and marketing roles and is looking to expand its partner network. It has been providing customer interaction management software solutions to the U.S. and Canada marketplace for more than 20 years.

Altitude key partners in North America include Alcatel-Lucent Enterprise, KIVA, ICON and DICE. It has a strong customer base in the BPO, Financial Services and Healthcare industries that includes companies such as Advocate Healthcare; Sanofi Pasteur, Ingle; Optima Communications; Zedd Customer Solutions and Banner Bank. Learn more here.


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