DivyaAgarwal · Associate Director · | Enthusiast ✭

Thanks @GeorgeHumphrey ! This is really helpful.

Thanks, @EdlyVillanueva, really looking forward to hearing the experts' perspectives. Best Regards, Divya

Thank you @Scott Siekmeier and @steve tennant - your responses are very helpful! Do you know of any service providers in this space?

Hi @Patrick Martin, we do have a strong portfolio of technology solutions for customer support. My colleague will be getting in touch with you real soon regarding your requirement. Thank you and have a great day! Regards, Divya

Hi @Patrick Martin! CSS Corp has a proprietary AI-based smart case routing solution that is capable of routing cases based on an intelligent mapping of agent persona (skills, personality, etc.) and customer persona (sentiment, history, etc.). I believe this solution will fit your requirement. I could help set up a demo…

@Trae Shattuck - With intuitive and user-friendly interface, using AR/VR technology can be as easy as using mobiles. For instance, at CSS Corp, we have developed AR solutions for customer support that are integrated with virtual assistants. The virtual assistant guides the user on how to use the AR solution to resolve…

@Chris Holm - Yes, the salary and promotions scene has generally been grim in the industry, as expected. However, I did hear of a few other companies like Capgemini and Accenture giving out hikes at least to a part of their employee bases. My drink was a glass of fresh sweet lime juice topped with vodka, tequila, gin, and…

It is an old thread, but I wanted to share my experience at CSS Corp. Employee-centricity and positivity have been proactively driven here by the top leadership. When the pandemic began, it had impacted the Philippines (3 of our centers are here) pretty badly, and there was a general sense of insecurity about jobs and…

@Alex Vecino - To answer your second question, balancing self-service/ automation with human interactions is crucial in modern customer support. I've seen many examples of poor customer support where it's incredibly difficult to find a way to connect to an agent, while the chatbots/ self-service proves unhelpful. But…

Agree with @Carlos Alves, we are seeing a surge in demand for messenger-app based support as well (Whatsapp, FB messenger, Apple iMessage, etc.). We are integrating these channels into CRMs and with our proprietary customer experience solutions.

'Alone, we can do so little; together, we can do so much' - Helen Keller Hi from CSS Corp! I'm physically located in Bengaluru, India, but by the power of the internet, also present globally virtually. :) Looking forward to exchanging insights with the community members on the trends in the services industry, the role of…

Dan, we are implementing AR-based tech support solutions for a few of our clients, and we have found certain best practices to ensure IP protection - -taking upfront permission from the customer and disclosing what will be captured in the video; -we also mask the surroundings that are not relevant to the services provided…