George Skaff’s stories
As technology advances, how will the role of the customer service professional change?

Customer service has been through many changes over the years, but the most rapid change has been in the past year or so with the dawn of new technology and ever-rising customer expectations. This chart from customer service influencer Blake Morgan illustrates the evolution of customer service and how technology has improved the customer experience […]

Even businesses need to indulge in spring cleaning efforts, as they do away with old customer service processes and make way for better ones.

There’s a book on the New York Times best seller list that’s all the rage in the U.S.: “The Life-Changing Magic of Tidying Up” by Marie Kondo. Why are Americans so hungry for a how-to guide to organize their home? A UCLA study found that middle-class Americans face a clutter crisis due to a continuous […]

As customer expectations evolve and technology advances, it’s time for businesses to get smart with their customer service practices to deliver exceptional experiences.

Last year, in 2016, the customer service industry focused on meeting customer expectations by progressing with innovations that enabled brands to be omniscient and omnipresent for their customers. Customer service solutions were enhanced to help the customer anytime on any device, all the while knowing the customer’s journey history. But now, in 2017, rather than […]

Nuance was recognized for its outstanding customer service technology at the 2017 Stevie Awards.

One of the perks of partnering with leading enterprises is that when they win, we win. (When we win, they win, too!) Last Friday at The 2017 Stevie® Awards for Sales and Customer Service held in Las Vegas, Nuance was recognized alongside several of our customers for innovation and excellence, and we’re still basking in […]

Using voice biometrics and virtual assistants together provides the most secure and easy customer experience online.

What are two things that bother you the most when contacting customer service? Chances are you would say having to remember your username and password for each account and being put on hold to wait for the next available representative. But with many brands, you will not have to experience those concerns anymore. You may […]