Articles - Pierce Buckley

Pierce Buckley is an automation and customer experience expert, and the Co-founder of babelforce. He has over 20 years experience in fields including AI, Composable automation, SaaS, and customer experience design.

Connect with Pierce on LinkedIn

Next
RECENT
POPULAR
Grave stone with the word 'Utilitie's customer service' on it
The Death of Utilities’ Customer Service. Has it Been Exaggerated?
Video Image: 3 Broken CX Processes and How to Fix Them
3 Broken CX Processes and How to Fix Them
A broken down robot with the word 'error' over the top
What High-Profile AI Blunders Can Teach Us
Video Image: How to Get Calls to the Right Agent, First Time
How to Get Calls to the Right Agent, First Time
Complaint concept with digital angry face
Can AI Really Handle Customer Complaints?
Person looking thoughtful with question marks
10 Questions to Ask When Buying Your Next CCaaS Solution
Capacity planning concept with chess piece and icons
Top Tips for Capacity Planning to Meet Customer Demand
2025 Predictions with hanging year on celebratory background
Contact Centre Predictions for 2025
City lights on world map. Europe. Elements of this image are furnished by NASA
Gartner’s Magic Quadrant – Where Are All the European Players?
Routing concept with icons and map points and path
Enhance FCR With Smart Routing
The Superhuman Touch – How to Blend Agents and AI for Maximum Impact
Person stood in front of doors - choice concept
What Tech Should You Buy Next? Here’s How to Choose
computer with apps coming out
Our Top Technology Contributors of 2024
Call Centre Agents shrugging their shoulders.
Clean a Toilet or Contact Customer Service? Tough Call…
An artistic modern headphones with retro microphone
5 Facts That Show Voice Is Here to Stay
CX Fest Image
CX Fest 2024: Networking with Sun, Sand, and CX Insights!
What's next with omnichannel with tablet and contact icons
Move Over Omnichannel… What’s Coming Next?
Phone and down arrow - drive down repeat contacts concept
Seeing Double? 10 Ways to Drive Down Repeat Contacts
Broken concrete bridge - broken process concept
Key Signs of Broken Processes (and How to Fix Them)
A wheel on with tools - reinvent the wheel
Why Customer Service Leaders SHOULD Reinvent the Wheel
Video Image: What Does Contact Centre Partial Automation Really Mean?
What Does Contact Centre Partial Automation Really Mean?
Person scolding robots
F*** This! How to Make Sure Your Chatbots Don’t Swear at Customers
AI Dangers and Potential Risk Warning concept
What High-Profile AI Blunders Can Teach Us
Blurred contact centre employees at desks
Need to Reduce Call Transfers? Try These Approaches
 
Next