Customer Service Intelligence

2007-11-02

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Author: Merilynn Van Der Wagen
Publisher: Routledge
ISBN: 1136412352
Category : Business & Economics
Languages : en
Pages : 209

Customer Service Intelligence uses a wide range of management and educational theories to provide different approaches that can be incorporated as part of the customer service trainer’s toolkit. Concepts such as: • emotional intelligence • behaviour modification • role modelling • dimensions of procedure and conviviality • expectancy theory • socio-cultural concepts of (service) community • customer service as dynamic 'object' in activity theory • Zen mindfulness all form the basis of training design in different contexts. Some trainers are dealing with new employees in fast food environments, others are retraining engineers in customer service provision as part of a strategic marketing initiative. This book enables the trainer to review the context for training and select the most appropriate approach to take. The training design is thus carefully thought through for maximum impact on the audience. Professionalism in customer service training is essential for the growth of many industries. This complex and challenging task is assisted by these perspectives, recommendations and case studies.

Artificial Intelligence for Customer Relationship Management

2021-01-08

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Author: Boris Galitsky
Publisher: Springer
ISBN: 9783030521660
Category : Computers
Languages : en
Pages : 445

This research monograph brings AI to the field of Customer Relationship Management (CRM) to make a customer experience with a product or service smart and enjoyable. AI is here to help customers to get a refund for a canceled flight, unfreeze a banking account or get a health test result. Today, CRM has evolved from storing and analyzing customers’ data to predicting and understanding their behavior by putting a CRM system in a customers’ shoes. Hence advanced reasoning with learning from small data, about customers’ attitudes, introspection, reading between the lines of customer communication and explainability need to come into play. Artificial Intelligence for Customer Relationship Management leverages a number of Natural Language Processing (NLP), Machine Learning (ML), simulation and reasoning techniques to enable CRM with intelligence. An effective and robust CRM needs to be able to chat with customers, providing desired information, completing their transactions and resolving their problems. It introduces a systematic means of ascertaining a customers’ frame of mind, their intents and attitudes to determine when to provide a thorough answer, a recommendation, an explanation, a proper argument, timely advice and promotion or compensation. The author employs a spectrum of ML methods, from deterministic to statistical to deep, to predict customer behavior and anticipate possible complaints, assuring customer retention efficiently. Providing a forum for the exchange of ideas in AI, this book provides a concise yet comprehensive coverage of methodologies, tools, issues, applications, and future trends for professionals, managers, and researchers in the CRM field together with AI and IT professionals.

The Age of Intent

2019-05-28

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Author: Josh Bernoff
Publisher:
ISBN: 9781643072401
Category : Business & Economics
Languages : en
Pages : 256

The Compassionate Geek

2011-05-05

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Author: Don R. Crawley
Publisher: Soundtraining Net
ISBN: 9780983660705
Category : Computer industry
Languages : en
Pages : 164

Note: There is a newer version of this book available. Please look up ISBN 978-0983660736. A real-world, plain-language how-to guide for delivering amazing customer service to end-users. Now in its second edition, The Compassionate Geek was written by tech people for tech people. There are no frills, just best practices and ideas that actually work! Filled with practical tips, best practices, and real-world techniques, The Compassionate Geek is a quick read with equally fast results. Here's what you'll find: Best practices for communicating with email, including examples The four intrinsic qualities of great service providers Best practices for communicating using chat and texting Ten tips for being a good listener Two practical ways to keep your emotions in check A flow chart for handling user calls What to do when the user is wrong How to work with the different generations in the workplace All of the information is presented in a straightforward style that you can understand and use right away. There's nothing "foo-foo," just down-to-earth tips and best practices learned from years of working with IT pros and end-users.

Impact of Globalization and Advanced Technologies on Online Business Models

2021-02-05

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Author: Ho, Ree C.
Publisher: IGI Global
ISBN: 1799876055
Category : Business & Economics
Languages : en
Pages : 399

Online business has been growing progressively and has become the major business platform within the past two decades. The internet bulldozed the development of new business models and innovations that substantially changed the way businesses run today. This led to a growth of advanced technologies used in online business such as data analytics, machine learning, and artificial intelligence. With higher internet connectivity and the exponential growth of mobile devices, shopping processes and behaviors were significantly affected as people are consistently connected online. Consumers can easily gain helpful product information and retail competitor information in myriad online channels. This led to a profound effect on businesses where they began to invest in new technologies and business practices that aim to align with the effects of globalization. Given the rapid technology advancements, both businesses and customers are presently experiencing an exponential upsurge in the implementation of new business processes and models. Impact of Globalization and Advanced Technologies on Online Business Models explores the ever-changing field of running an online busines and presents the current issues and challenges in online business triggered by global shifts in the online environment and technological changes. The chapters draw from a wide range of technologies used in today’s digital marketplace as well as recent development and empirical researches on online consumer behavior. As such, this book aims to contribute new dimensions in managing advancements in online business triggered by global and technology transformation. This book is ideal for executives, managers, IT consultants, practitioners, researchers, academicians, and students interested in globalization and the new technologies affecting online business models.

E-Service Intelligence

2006-10-26

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Author: Jie Lu
Publisher: Springer Science & Business Media
ISBN: 3540370153
Category : Mathematics
Languages : en
Pages : 713

Business organizations and governments are nowadays developing and providing internet based electronic services (e-services) featuring various intelligent functions. This book offers a thorough introduction and systematic overview of the new field e-service intelligence. It covers the state-of-the-art of e-service intelligence including both theorems and applications, and a broad range of topics are discussed.

The AI Book

2020-06-29

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Author: Ivana Bartoletti
Publisher: John Wiley & Sons
ISBN: 1119551900
Category : Business & Economics
Languages : en
Pages : 304

Written by prominent thought leaders in the global fintech space, The AI Book aggregates diverse expertise into a single, informative volume and explains what artifical intelligence really means and how it can be used across financial services today. Key industry developments are explained in detail, and critical insights from cutting-edge practitioners offer first-hand information and lessons learned. Coverage includes: · Understanding the AI Portfolio: from machine learning to chatbots, to natural language processing (NLP); a deep dive into the Machine Intelligence Landscape; essentials on core technologies, rethinking enterprise, rethinking industries, rethinking humans; quantum computing and next-generation AI · AI experimentation and embedded usage, and the change in business model, value proposition, organisation, customer and co-worker experiences in today’s Financial Services Industry · The future state of financial services and capital markets – what’s next for the real-world implementation of AITech? · The innovating customer – users are not waiting for the financial services industry to work out how AI can re-shape their sector, profitability and competitiveness · Boardroom issues created and magnified by AI trends, including conduct, regulation & oversight in an algo-driven world, cybersecurity, diversity & inclusion, data privacy, the ‘unbundled corporation’ & the future of work, social responsibility, sustainability, and the new leadership imperatives · Ethical considerations of deploying Al solutions and why explainable Al is so important

Knight's Microsoft Business Intelligence 24-Hour Trainer

2011-11-30

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Author: Brian Knight
Publisher: John Wiley & Sons
ISBN: 1118287479
Category : Computers
Languages : en
Pages : 434

A book-and-video introduction to Microsoft's Business Intelligence tools If you are just starting to get a handle on Microsoft Business Intelligence (BI) tools, this book and accompanying video provides you with the just the right amount of information to perform basic business analysis and reporting. You'll explore the components and related tools that comprise the Microsoft BI toolset as well as the new BI features of Office 2010. After a basic primer on BI and data modeling, the expert team of authors provides you with step-by-step lessons in the book and videos on the accompanying DVD on how to use SQL Server Integration Services, SQL Server Analysis Services, SQL Server Reporting Services, Excel BI (including PowerPivot), and SharePoint. Integrates instructional videos with each of the lessons found in the book to enhance your learning experience Explores the Microsoft Business Intelligence (BI) toolset as well as the new BI features of Office 2010 Encourages you to practice what you've learned in "Try It Out" sections Contains video demonstrations that walk you through how to tackle each lesson featured in the book With Knight's Microsoft Business Intelligence 24-Hour Trainer, veteran authors present you with an ideal introductory book-and-video package so that you can get started working with the BI toolset immediately! Note: As part of the print version of this title, video lessons are included on DVD. For e-book versions, video lessons can be accessed at wrox.com using a link provided in the interior of the e-book.

Understanding Artificial Intelligence

2019-09-25

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Author: Ralf T. Kreutzer
Publisher: Springer Nature
ISBN: 303025271X
Category : Business & Economics
Languages : en
Pages : 321

Artificial Intelligence (AI) will change the lives of people and businesses more fundamentally than many people can even imagine today. This book illustrates the importance of AI in an era of digitalization. It introduces the foundations of AI and explains its benefits and challenges for companies and entire industries. In this regard, AI is approached not just as yet another technology, but as a fundamental innovation, which will spread into all areas of the economy and life, and will disrupt business processes and business models in the years to come. In turn, the book assesses the potential that AI holds, and clarifies the framework that is necessary for pursuing a responsible approach to AI. In a series of best-practice cases, the book subsequently highlights a broad range of sectors and industries, from production to services; from customer service to marketing and sales; and in industries like retail, health care, energy, transportation and many more. In closing, a dedicated chapter outlines a roadmap for a specific corporate AI journey. No one can ignore intensive work with AI today - neither as a private person, let alone as a top performer in companies. This book offers a thorough, carefully crafted, and easy to understand entry into the field of AI. The central terms used in the AI context are given a very good explanation. In addition, a number of cases show what AI can do today and where the journey is heading. An important book that you should not miss! Professor Dr. Harley Krohmer University of Bern "Inspiring, thought provoking and comprehensive, this book is wittingly designed to be a catalyst for your individual and corporate AI journey.” Avo Schönbohm, Professor at the Berlin School of Economics and Law, Enterprise Game Designer at LUDEO and Business Punk

African Intelligence Services

2021-09-27

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Author: Ryan Shaffer
Publisher: Rowman & Littlefield
ISBN: 1538150832
Category : Political Science
Languages : en
Pages : 303

This book argues for making African intelligence services front-and-center in studies about historical and contemporary African security. As the first academic anthology on the subject, it brings together a group of international scholars and intelligence practitioners to understand African intelligence services’ post-colonial and contemporary challenges. The book’s eleven chapters survey a diverse collection of countries and provides readers with histories of understudied African intelligence services. The volume examines the intelligence services’ objectives, operations, leaderships, international partners and legal frameworks. The chapters also highlight different methodologies and sources to further scholarly research about African intelligence.