23.05.2022 | Mühlenhöver says: AI-based empowerment on the job - great thing!
Ever heard of "agent guidance"? That's certainly another one of those many buzzwords that disappear as quickly as they come into being, but at least they sound good. Right? Wrong!
Will the home office disappear with the lifting of the home office obligation? Hopefully not, because work should no longer be a place, but a vocation.
10.09.2021 | How does emotion analysis work and what do my customers have from it?
Language and emotions make up the majority of our lives. Join us on a journey behind the scenes and learn how emotions are analysed today and what they are ...
In Episode 6 of Hafner's CX Podcast, Prof. Dr Nils Hafner and Harald Henn discuss with Olav Vier Strawe and Ralf Mühlenhöver the merger of five companies and the strategy behind ...
29.06.2021 | How service professionals lose sight of their customers
Digitalisation in customer service is causing many service managers to focus more on the chatbot than on the customer - keyword call reduction. Why ...
The use of AI in customer service does not per se mean the use of a bot. Nor does it mean that customers have as little contact with the employee as possible ...
Should companies invest in a complete solution or in specialised tools for each area of application? Which strategy is best for the future and growth ...
Automation is currently THE to-do in customer service and is seen as the saviour for all problems. But automation is not an end in itself and leads ...
10.11.2020 | Entering the world of smart assistants
The use of AI in customer service does not automatically mean the use of a bot. Nor does it mean that customers have as little contact as possible with an employee ...
01.09.2020 | Do bots offer a better customer experience?
Thanks to digitalisation and rising customer expectations, the number of customer contact points outside the service department is increasing in virtually all companies ...
There is hardly any other department where so much is measured as in the contact centre. Time and again, a call centre has to prove its value to the company ...
22.04.2020 | Does artificial intelligence have to be intelligent - or is smart enough?
AI - these two letters have been defining our working world for a few years now. Touted as a saviour in customer service, branded as a dark threat to employees ...
10.01.2020 | The satisfaction dilemma: customer or employee?
The employee experience (EX), alongside the customer experience (CX), is gaining increasingly in importance in German companies and is becoming a factor that ...
Everyone is talking about customer experience. Ralf Mühlenhöver takes a closer look at the buzzword and has come up with four interesting theses on customer experience ...