Monday, 03 October 2016 15:14

I, Chatbot

“Chatbots are impacting the customer service profession for the betterment of the worker and the customer.”

“One thing we have in Africa now is bandwidth, and lots of it. The cloud will be the enabler of the contact center in Africa.”

Blending disparate communications channels into a harmonious experience for customers and contact centers.

Employers are finally discovering the unique strengths that military veterans bring to the center.

I consider myself a bit of an authority on millennials.  I raised two of them so I feel I have the inside track when it comes to understanding the psyche of the millennial generation.  Most of these self-congratulatory assumptions I made about myself and how well I understood millennials were recently confirmed by the results of a study conducted by Aspect in conjunction with Jason Dorsey, who calls himself the Gen Y Guy.


The results of the study were released during the SXSW conference in Austin, TX earlier this month.  As a former resident of Houston and a member of the generation that embraced outlaw, Americana and Texas music, I was familiar with the SXSW event as an alt-country, indie-music sort of affair, which is what it was back in 1987 when SXSW began and I was a carefree, millennial-free graduate student.