We saw a lot of changes to the call center and customer experience landscape in 2018. Cloud communications and virtual agents were on the forefront of everyone’s minds, and social media was more important than ever. 2019 is shaping up to be the year of strategic thinking: better analytics, more intentional social media conversations and innovative ways to involve artificial intelligence.
SearchMontana-Dakota Utilities Offering Protects Homeowner from Dangerous Furnace Before SD Winter Hits
Frances, a Montana-Dakota Utilities customer, had a furnace with a hole in the heat exchanger shield, which could allow carbon monoxide fumes to reach her living spaces if she tried to heat her home. “We turned it on, and there was no heat,” Frances said. However,...