ShepHyken

DECEMBER 14, 2020

Each week I read a number of customer service and customer experience articles from various resources. The 6 Top Customer Experience Trends in 2021 by Julien Rio. CXM) The digital transformation of companies accelerated significantly in 2020. (CXM) Businesses were forced to adapt and make changes.

Customer Service 341

Customer Service Entertainment Customer Experience Marketing 341

CX Accelerator

JULY 1, 2020

Business leaders will benefit from reflecting on how these changes – shutdowns, communication changes, and working from home – have impacted their relationships with their consumers and consider how this season has improved or harmed business continuity. This article will cover the following: · Business Continuity.

contact center solutions 266

contact center solutions Morale Contact Center call center solutions 266

TechSee

AUGUST 14, 2023

TechSee’s Annual Influencer List For a second year, everyone at TechSee is proud and excited to share our annual list of influential leaders in the space of digital customer service. As the Head of Customer Support and Engagement at HotDoc, she is responsible for leading the customer support and engagement strategy.

Customer Service 207

Customer Service Customer centricity Contact Center Consulting 207

Beyond Philosophy

AUGUST 17, 2023

As a pioneer in the experience movement, Pine has a new customer strategy concept that we discussed on a recent podcast, so I thought I would share what we learned here as well. Every company has to align what they charge with what their customers value. Understanding the nature of time in your business is essential.

Customer centricity 195

Customer centricity Self service Consulting Consulting 195

ShepHyken

JANUARY 6, 2017

This week on our Friends on Friday guest blog post my colleague, Vince Jeffs, examines the hot topic of artificial intelligence (AI) and it’s impact on the customer experience. I love when brands find helpful items that I never considered, such as an accessory with my new iPhone, or a shirt with the shorts I just carted.

Customer Experience 215

Customer Experience Telecommunications Technology Banking 215

Calabrio

NOVEMBER 25, 2020

These changes in consumer behavior and expectations, combined with new technologies, are starting to completely transform the contact center. Contact centers have to adapt and continuously evolve in order to meet customer expectations. Consumer behavior is at the top of that list, rapidly evolving as customers become more empowered.

Contact Center 122

Contact Center Self service Analytics Banking 122

ShepHyken

MARCH 15, 2019

This week we feature an article by Tom Buiocchi who writes about the importance of the “behind the scenes” work facilities managers do in order to enhance the customer experience. When you think about how to provide excellent customer service, chances are facilities management might not be the first thing that comes to mind.

Customer Service 184

Customer Service Management Customer Experience Customer effort 184

Enghouse Interactive

JANUARY 13, 2021

Blog Series #1 of 4: New decade! Customer First” drives success. Customer service has become the top business priority. Getting out in front of competitors, by emulating the most successful companies, will help shortcut timelines. 43% using video for customer interactions, and 67.2% AI, Teams UC and Video.

Contact Center 60

Contact Center Scripts Cloud contact Technology 60

Enghouse Interactive

OCTOBER 21, 2020

AI Makes It Possible (Blog Series). Blog #4 of 4 The MORE you know. As we saw in yesterday’s webinar, both enhancing the Customer Experience (CX) and understanding the Voice of the Customer (VoC) are inextricably linked… for the better. Customers now expect: Their time be valued. The more YOU KNOW. .

Self service 76

Self service Contact Center Benchmark Chatbots 76

Enghouse Interactive

SEPTEMBER 1, 2020

It’s Not an Option – It’s Expected (Blog Series). Register for our upcoming webinar “When, How and Why Customers Self-Help” with Steve Morrell, Managing Director and Principal Analyst of Contact Babel and John Cray, Vice President – Product Management, Enghouse Interactive. Digital literacy is the new normal.

Self service 79

Self service Contact Center Chatbots First call resolution 79

CX Accelerator

JULY 1, 2020

Business leaders will benefit from reflecting on how these changes – shutdowns, communication changes, and working from home – have impacted their relationships with their consumers and consider how this season has improved or harmed business continuity. This article will cover the following: · Business Continuity.

contact center solutions 182

contact center solutions Morale Contact Center call center solutions 182

Beyond Philosophy

JANUARY 28, 2019

Customer Experience is having some growing pains. However, by adopting a renewed focus on the following five concepts in Customer Experience, you can overcome these challenges, and, perhaps more importantly, stay ahead of the competition. You go into business to make money. Segment your customers into personas.

Consulting 349

Consulting Consulting Benchmark Personalization 349

Beyond Philosophy

MAY 15, 2023

People cut back on what they perceive as the ‘nice to haves’ like training and conferences, and many businesses would include Improvement in their customer experience on this list. How confident are you to deliver an excellent Customer experience (CX) in 2023 as we enter these turbulent times?

Customer Experience 195

Customer Experience Self service Feedback Management 195

Eptica

JANUARY 9, 2019

Date: Wednesday, January 9, 2019 Author: Anne-Claire Bellec - Marketing Director Reviewing 2018 – our top 10 blog posts from the year. At the Eptica blog we’ve looked at all of our posts from 2018 and come up with a top 10 of the most popular and topical, based on the number of views, comments and general feedback.

Average Handle Time 89

Average Handle Time Best practices Surveys Chatbots 89

24-7 InTouch

APRIL 26, 2024

Artificial intelligence (AI) stands as a monumental force reshaping the customer experience (CX). But businesses must navigate the delicate balance between leveraging AI for competitive advantage and ensuring safety and ethical integrity. Foster Transparency and Trust Transparency in AI processes helps build trust among your users.

Government 52

Government Customer centricity Technology Management 52

AWS Machine Learning

MARCH 4, 2024

It enables customers to leverage a variety of high-performing FMs, such as the Claude family of models by Anthropic, to build custom generative AI applications. Looking back to 2021, when Anthropic first started building on AWS, no one could have envisioned how transformative the Claude family of models would be.

Benchmark 134

Benchmark Finance Engineering Enterprise 134

Enghouse Interactive

AUGUST 26, 2020

It’s Not an Option – It’s Expected (Blog Series). Register for our upcoming w ebinar “How and Why Customers Use Self-Service” with Steve Morrell, Managing Director and Principal Analyst of ContactBabel . Blog #1 Into the Vortex “Cross Channel is the New Omni-Channel”. Customers now also expect to have choices….

Self service 58

Self service Contact Center CRM Customer Support 58

Lumoa

JULY 17, 2023

Key Drivers of Successful Customer Experience Digitization Today, businesses must continually evolve to address the needs of their customers. Embracing new technology solutions and digitizing customer experience has become a crucial part of this evolution. Personalized digital journey 4.

Customer Experience 83

Customer Experience Chatbots Feedback Surveys 83

VirtualPBX

NOVEMBER 8, 2023

In today’s fast-paced business world, effective communication is the lifeline of any successful company. Whether it’s a flooring manufacturer, a financial services firm, or a digital healthcare solutions company, a reliable and feature-rich communication system is vital to streamline operations and boost customer satisfaction.

Healthcare 98

Healthcare APIs Customer centricity Accountability 98

Totango

JANUARY 2, 2024

In an era when customer success (CS) has become pivotal, it’s no longer enough to have a team dedicated to CS. More importantly, you need an organizational strategy that ensures your customers don’t just come to you but stay, thrive, and become your biggest promoters.

Automotive 99

Automotive Journey mapping Self service Sales 99

Enghouse Interactive

OCTOBER 19, 2020

AI Makes It Possible (Blog Series). Blog #3 of 4 With context, AI seeks to improve more quickly than ever. Customer Feedback takes many forms and most are relatively static and easily processed – surveys, feedback forms, polling questions, correlated to the customer’s continuity of purchases. Aggregating.

First call resolution 52

First call resolution Feedback Enterprise Contact Center 52

Aspect

NOVEMBER 2, 2018

The past few years have seen digital disruption move at an incredible pace, transforming almost every element of our lives; from our ease of access to services to how we purchase goods, and how we lead our everyday lives both at home and in the working environment. Customers needing to repeat themselves multiple times.

Customer centricity 149

Customer centricity Wait times Self service Technology 149

Comm100

MAY 25, 2022

In the past few years, massive social changes have upset the business community. Further social upheavals amongst workers and customer expectations have also occurred. Ultimately, customer service and contact centers have not been immune to these changes. Redefining the Customer Agent Experience.

Customer Service 52

Customer Service Contact Center Interactive Voice Response outsourcing 52

Totango

SEPTEMBER 22, 2023

we’re accelerating the motion to customer success-led growth by introducing two new partnerships and nine technology integrations into the Totango software and ecosystem. And, that growth comes from consistently and quickly delivering customer value. Announced during our flagship event, Totango Live!

Enterprise 113

Enterprise Education Best practices Customer retention 113

Natalie Petouhof

FEBRUARY 22, 2016

Some are beginning an exploration around IoT, some are actively implementing new capabilities to build for the future and some are well along in their deployments with expansive plans for transforming their business. How Can Companies Learn About IoT, Cloud Computing and Creating Awesome Customer Experiences?

Best practices 40

Best practices Consulting Consulting Enterprise 40

Calabrio

NOVEMBER 25, 2020

These changes in consumer behavior and expectations, combined with new technologies, are starting to completely transform the contact center. Contact centers have to adapt and continuously evolve in order to meet customer expectations. Consumer behavior is at the top of that list, rapidly evolving as customers become more empowered.

Contact Center 52

Contact Center Self service Analytics Banking 52

Expivia

FEBRUARY 18, 2024

Transforming Customer Service: The Evolution of Contact Center Outsourcing In the rapidly evolving business landscape, where technological innovation outpaces traditional business models, the contact center outsourcing industry is undergoing a monumental shift.

Customer Support 40

Customer Support outsourcing Strategic Value Contact Center 40

VirtualPBX

SEPTEMBER 14, 2023

Guest Blog from Sphinx Solution Nowadays, a solid communication system is the key to any business success. Whether you have a startup or an enterprise-grade business, cost-effective & efficient communication systems help you achieve long-term success. Let’s get started on transitioning your business.

voip 105

voip CRM Consulting Consulting 105

OctopusTech

JANUARY 24, 2024

In the busy world of 2024, virtual assistants play a bigger role than before, appearing in a wide range of industries, including healthcare and real estate. As companies depend more and more on these virtual assistants to help with operations, it’s important to know what virtual assistants are, how they work, and how much they charge.

Real estate 62

Real estate Healthcare Scripts Technology 62

Comm100

JANUARY 17, 2024

Lean into Automation – Transforming Customer Service with AI & Human-Bot Harmony In a world where immediacy and personalization have become the cornerstones of brand communication, the realm of customer service is undergoing a revolutionary transformation. Why should businesses lean into automation?

Customer Service 74

Customer Service Chatbots Customer centricity Feedback 74

NobelBiz

MARCH 26, 2024

While there’s no one-size-fits-all solution to address all operational and customer-related challenges for businesses, Customer Experience Automation (CXA) has emerged as a compelling strategy for a lot of businesses these days. Table of Contents What Is Customer Experience Automation (CXA)?

Best practices 52

Best practices Interactive Voice Response Customer Experience Contact Center 52

24-7 InTouch

NOVEMBER 20, 2023

In the ever-changing world of digital commerce, the adoption of artificial intelligence (AI) and automation technologies are revolutionizing the way businesses interact with their customers by reshaping the shopper experience. Keep reading to explore the transformative role of AI in digital commerce and how it improves CX.

Chatbots 59

Chatbots Customer centricity Personalization Technology 59

SmartAction

OCTOBER 25, 2023

In today’s rapidly evolving customer service landscape, businesses face a multitude of choices when it comes to interacting with their customers. The advent of digital communication channels such as chat, email, and social media has provided convenient alternatives for customer inquiries.

Interactive Voice Response 88

Interactive Voice Response Customer Service Virtual Agent Self service 88

Upstream Works

SEPTEMBER 28, 2022

Most businesses are undergoing some form of digital transformation, which will have a profound impact on contact centers. Technology has become central to our everyday lives, and its utility will keep growing as digital transformation continues. The analog world is giving way to digital technologies.

Contact Center 78

Contact Center Journey mapping Scripts Technology 78

24-7 InTouch

APRIL 12, 2024

Social commerce is a powerful sector of the digital world, creating an innovative blend of social media and online shopping that continues to evolve. With the help of AI and automation, social commerce has the potential to transform likes and shares into sales and loyal customers.

Analytics 52

Analytics Sales 52

AWS Machine Learning

OCTOBER 26, 2023

This groundbreaking technology enables us to operate millions of autonomous points of purchase (A-POPs) concurrently, transforming the way customers shop. Our innovative new A-POPs (or vending machines) deliver enhanced customer experiences at ten times lower cost because of the performance and cost advantages AWS Inferentia delivers.

APIs 97

APIs Technology Banking Customer centricity 97

aircall

AUGUST 4, 2021

Businesses will need to figure out which employees should come into the office and how often. Before building your hybrid workplace, it’s essential to cultivate trust with your teammates, direct reports, and colleagues, so you can provide them with the flexibility they need while meeting your business objectives. Scheduling.

Employee engagement 108

Employee engagement Consulting Consulting Morale 108