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2024 Trends: How AI Will Reshape Customer Service Teams
ChatGPT and generative AI hit the mainstream a year ago. In 2023, there was a ton of hype and noise about the power of AI to reshape everything on customer service teams. But for all the hype, change has been slow.
In late July, we had our first Corporate Planning Summit. We brought together the entire leadership team, along with all HQ staff, for an incredible weekend in Manila. I have finally digested the wonderful ideas and touching moments of the Summit and wanted to share it broadly with the Peak Support community. On Saturday, we kicked off the Summit with
Iar is a statuesque beauty who joined the ever-growing Peak Support family in March of 2017. Iar lives in a town in the southern part of the Philippines where she enjoys spending her days off from work catching up with friends. Let’s get to know Iar better in the second installment of the Peak Support Agent Q&A. See also our other
No one wants to lose a top performer. When someone is doing a great job in a critical role, replacing them is difficult, time consuming, and expensive. Depending on your business, they may even take clients with them. Performer But if a top performer is toxic to your company’s culture, the difficult choice is often the best one. Research from
Delivering great customer service is hard. But it’s critical for a company’s success. Nearly two-thirds of people say customer experience is more important than price when they make purchasing decisions. Yet companies still manage to disappoint their customers on a regular basis. “We’re living in a crisis of customer service,” says one etiquette guru. Half of all U.S. adults have taken
A few weeks ago, I woke up to find that many people on my Facebook feed had shared this video of Google’s new AI assistant. The article accompanying the video called it “jaw-dropping.” It was shared thousands of times, with many calling it “amazing.” In the video, recorded at Google’s I/O developers conference, CEO Sundar Pichai played a recording of a
