BlueOcean

MARCH 26, 2018

In the customer support space, AI is changing the customer experience for better or for worse depending on the elegance of your deployment. Are you ready for your robo-coworkers? This blog by Information Age is a great reminder of how artificial intelligence still hinges on human guidance.

Customer Service 67

Customer Service Chatbots Finance Healthcare 67

Aspect

FEBRUARY 16, 2018

Every year, we release the Aspect Consumer Experience Index to study the ways in which customer experience is evolving, and what contact centers are doing to keep up. We’ve just released our latest findings, which you can see in full by clicking here.

Interactive Voice Response 48

Interactive Voice Response Chatbots Contact Center Self service 48

Nicereply

FEBRUARY 14, 2020

Ever wish you could get inside the head of your customer? Turns out, you can. Benchmarking, or setting customer expectations, is a well known psychological tool that helps customers evaluate the quality of your customer service. That might be your competitors’ service or past experience they had.

Accountability 84

Accountability Chatbots Benchmark Customer Support 84

GetFeedback

APRIL 17, 2019

Not entirely, since to get to the point of using your agents’ skills, customers first need to contact your support. In this article, we’ll discuss the key four reasons why some customers prefer to suffer silently and then leave you for your competitors. And they don’t always. Turning it around.

Customer Service 102

Customer Service CRM Self service Gamification 102

bold360 Blog

JUNE 19, 2019

In recent years, AI-powered chatbots have become an essential part of many business’s customer service operations. Gartner predicts that chatbots will power 85% of all customer service interactions by the year 2020. The benefits of AI chatbots for post-sale support are awesome. Fix your unfriendly policies first.

Chatbots 45

Chatbots Metrics Advertising Sales 45

bold360 Blog

OCTOBER 21, 2019

A negative live chat experience really stinks for your customers. A nd for your bottom line. H ow do you know if you’ve got a stinky live chat solution on your hands? Like age-old wisdom says, y ou can’t fix the smell if you can’t find the stench. Let’s say you have high live chat demand.

Chatbots 40

Chatbots Benchmark Wait times Contact Center 40

bold360 Blog

OCTOBER 21, 2019

A negative live chat experience really stinks for your customers. A nd for your bottom line. H ow do you know if you’ve got a stinky live chat solution on your hands? Like age-old wisdom says, y ou can’t fix the smell if you can’t find the stench. Let’s say you have high live chat demand.

Chatbots 40

Chatbots Benchmark Wait times Contact Center 40

Global Response

MARCH 27, 2023

Besides being good for your bottom line (more on that below), 81% of marketers say their companies compete “mostly or completely on the basis of CX.” It’s a key differentiator, so improving your CX should be an ongoing focus and priority. However, we know you’re not the only one that needs to be convinced.

Customer Service 62

Customer Service outsourcing Self service Multi-channel support 62

aircall

MARCH 1, 2021

Before asking yourself that, you should perhaps ask: what plays the most significant role in your customer’s experience? Despite the many technological advancements in customer service—like the development of chatbots and self-servicing tools—86% of consumers would still rather interact with a real person over a robot.

Customer Experience 62

Customer Experience Customer Service Call Center First call resolution 62

Solvvy

DECEMBER 16, 2019

Chatbots are the next big thing… or not. Getting the customer experience right is a delicate balance. 97 percent of consumers said that a bad buying experience will lead them to change their buying behavior, according to a recent Zendesk study. Replacing human customer service agents with IVR technology: Bad idea. The problem?

Interactive Voice Response 48

Interactive Voice Response Customer Service Chatbots Self service 48

Comm100

AUGUST 23, 2018

In other words, why invest in chasing after customer expectations when you could be shaping those expectations yourself? In other words, why invest in chasing after customer expectations when you could be shaping those expectations yourself? This blog post is not about the top customer service trends to watch out for in 2018.

Customer Service 40

Customer Service Chatbots Customer centricity Customer Care 40

JivoChat

JANUARY 17, 2021

Some live chat software uses an AI bot to automatically answer common questions before you reach human support. For instance, if you were processing month-end accounts and ran into difficulty with a transaction, you could request immediate “reactive” support via the live chat tool. Image: JivoChat proactive chat message.

Best practices 52

Best practices CRM Customer Support Personalization 52

Balto

JANUARY 22, 2024

While the concept of generative AI isn’t really a new thing, the fact that it has become so smart, accessible, and easy to use is why companies are racing to implement it in their arsenals. We’ve seen generative AI being applied in different industries with great results, specifically in the contact center domain.

Contact Center 52

Contact Center Coaching Average Handle Time Scripts 52

USAN

AUGUST 12, 2021

AI-driven data can indicate why customers contact a brand, what communication channels they prefer to use, and where they are in their buying journeys. Consider AI in the context of contact center tools. Research from Gartner indicates that confident, satisfied customers are 2.6 How AI Strengthens Customer Engagement.

Contact Center 52

Contact Center Chatbots Best practices Customer Care 52

bold360 Blog

MARCH 18, 2020

Now that customers are home and business is anything BUT usual, customers are reaching out to contact centers in droves. Now that customers are home and business is anything BUT usual, customers are reaching out to contact centers in droves. Are you ready to handle increased demand from customers with fewer resources?

Self service 59

Self service Chatbots Healthcare Transportation 59

NICE inContact

JUNE 28, 2019

Knowing how your customers feel, and how those feelings influence the decisions they make, is key to cultivating their loyalty and increasing long-term spending. And a lot depends on what “feel good” really means. Customer decision-making and motivation — how customers act and why — is at the core of customer experience.

Entertainment 67

Entertainment Scripts Self service CRM 67

Integrity Solutions

JULY 26, 2019

When call center and customer service teams are trained to recite from a script, they spend more time talking about products than listening for cues, asking the right questions and creating true customer engagement. Contact Center Challenges: Behind the Numbers.

Coaching 67

Coaching Scripts Contact Center Call Center 67

teleopti

FEBRUARY 4, 2019

While the contact center remains the catalyst for service excellence, every single department must play its part. As seasoned experts in the field of customer care, contact centers have a strategic role to play. Choose your people carefully. All this underlines what organizations have suspected for some time.

Customer Service 48

Customer Service Customer Care Contact Center Chatbots 48

VocalCom

OCTOBER 29, 2018

Chatbots are at their service, social media is at their fingertips, and smartphones let them have it all wherever they go. If you listen to the research, emotions definitely count. So no matter how digitally savvy your company may be, warming your customers’ hearts is key to making them happy in the long term.

Contact center software 48

Contact center software Contact Center Chatbots Metrics 48

Comm100

FEBRUARY 22, 2018

Most consumers have noticed: there’s a huge gap in capabilities in the Chatbot industry. While one Chatbot may be able to book you a flight or serve you in many languages, another might not even seem capable of completing the single task that it were designed for, like telling you the weather.

Journey mapping 45

Journey mapping Chatbots Accountability Consulting 45

Comm100

FEBRUARY 22, 2018

Most consumers have noticed: there’s a huge gap in capabilities in the Chatbot industry. While one Chatbot may be able to book you a flight or serve you in many languages, another might not even seem capable of completing the single task that it were designed for, like telling you the weather.

Journey mapping 40

Journey mapping Chatbots Accountability Consulting 40

Comm100

FEBRUARY 6, 2018

Out of all the customer engagement software tools that are out there, which one is right for your company? This blog post will cover several of the top, most sought-out customer engagement tools on the market. Business size — Do you run a small business or a large enterprise? The question is a loaded one.

CRM 41

CRM Enterprise SaaS Marketing 41