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The New Face of Customer Service I
Pega Resources - Podcasts
English - June 23, 2013 17:20 - 21.4 MB - ★★★★ - 2 ratingsBusiness News Business News pega pegasystems bpm bpms Homepage Download Apple Podcasts Google Podcasts Overcast Castro Pocket Casts RSS feed
Previous Episode: Jim Sinur on PegaWORLD 2013
Next Episode: New Face of Customer Service 2
The customer service industry is facing a velocity of change unlike anything they have seen before. In this first of three podcasts on the challenges and opportunities facing the industry, Brad Cleveland, noted author and customer service consultant (www.bradcleveland.com) speaks with Pegasystems's own Terri Pennypacker. In this podcast, both admit that their industry faces incredible challenges and yet both admit that this is also an exciting time to take advantage of those challenges. Is customer service about to be replaced by a search algorithm or a clever bot? Brad and Terri don't think so.