ShepHyken

NOVEMBER 29, 2019

This week we feature an article by Rahul Varshneya whos writes about how technology innovations are continuously improving the customer experience. Support experience, overall experience, company culture, quality of product/service, are the major factors that decide how your brand makes the customer feel.

Technology 330

Technology Customer Experience Complaint resolution Gamification 330

ShepHyken

OCTOBER 25, 2019

This week we feature an article by Matthew Smollen who says e nsuring your clients have an amazing call center experience when interacting with your brand is one of the best ways to encourage repeat and referral business. This is multiplied in a contact center as often the customer experience is the main focus. Record your interview.

Call Center 192

Call Center Scripts Contact Center Advertising 192

ShepHyken

NOVEMBER 15, 2019

This week we feature an article by Nogol Tardugno who tells us how to get our contact center interactive voice response (IVR) to deliver the best customer experience. Proactively offering personalized menu actions due to their recent activity in other channels: “I see you’ve recently viewed your checking account online.

Interactive Voice Response 236

Interactive Voice Response Customer Experience Self service Contact Center 236

ShepHyken

JULY 21, 2017

This week we feature an article by Jason Grills about how to use live chat agents properly in order to delight your customers. This means that you should know how to hire live chat agents who are going to delight your customers. Therefore, let’s take a look at things you should pay attention to when hiring live chat agents.

Customer Support 230

Customer Support Chatbots Personalization Education 230

ShepHyken

JANUARY 5, 2018

This week we feature an article by Ford Blakely about text messaging which can provide that instant, convenient and low-friction customer experience that delivers delight. Of course, getting new customers is just as important, but it’s useless if your customer service experience is suboptimal. Remember that personal is memorable.

Customer Service 202

Customer Service Multi-channel support Customer Experience Personalization 202

ShepHyken

MARCH 29, 2019

Customer experience comes first. Using dating terms, the price of a product can be compared to the first glance at a person you like. It is something the buyer looks back at to understand if the whole relationship, or customer experience, was worth it. Customers choose retailers with optimal prices. “If

Customer Experience 263

Customer Experience Accountability CRM Enterprise 263

ShepHyken

NOVEMBER 4, 2016

This week on our Friends on Friday guest blog post my colleague, Shaista Haque, writes about the millennial generation’s use of technology and how it is affecting their customer experience. The millennial consumer must be understood in order to deliver an Amazing customer service experience. – Shep Hyken .

Analytics 316

Analytics B2B Technology Enterprise 316

ShepHyken

NOVEMBER 10, 2017

Using live website agents, businesses can ensure prospective buyers don’t leave without answers to queries about the business and its services. Live agents are equipped with advanced algorithms to answer visitor queries, making them confident in their purchasing decision. 3. Provides a seamless customer on-boarding experience.

Transportation 185

Transportation Analytics Banking Metrics 185

Fonolo

JANUARY 14, 2020

Which customer service blog posts helped to shape the last decade for you? . There are more customer experience management blogs and articles than ever before — not to mention the growing libraries of video and interactive content. Here, we cover the 20 best customer service blogs and influencers to follow in 2020.

Customer Service 136

Customer Service Chief Customer Officer Contact Center Call Center 136

ShepHyken

DECEMBER 28, 2018

They trust each other more than a faceless support agent or company “agenda.”. What this means if you’re in CS: Gamify everything and make the experience rich and engaging (cuz it’s a known fact these guys have low attention spans – #truth). Then there’s the whole Veruca Salt syndrome.

Customer Service 247

Customer Service Self service Customer Support Scripts 247

ShepHyken

APRIL 28, 2017

This week on our Friends on Friday guest blog post my colleague, Murph Krajewski, writes about the importance of a single customer view when it comes to serving your customers. Having a full account of historical information and tools to help you get insight from it lets you tune your operations to provide intimate customer experiences.

Customer Service 228

Customer Service Contact Center Technology Big data 228

Enghouse Interactive

FEBRUARY 9, 2021

Trends and Realities of Successful Organizations (Blog Series). Contact centers, using AI and UCaaS, drive better customer service perceptions, agent performance and improve overall outcomes . Blog #3 of 4: Customer-facing agents. Personalization (25.8% Agent Analytics (28.4% Agent Analytics (28.4%

Self service 66

Self service Contact Center Chatbots Average Handle Time 66

Calabrio

NOVEMBER 25, 2020

Complacency is not an option as agents, supervisors and contact center managers are forced to become more strategic, taking on increasingly critical new responsibilities to deliver engaging customer experiences. The consumer experience is becoming easier, faster and more personable. Collaboration is an emerging theme.

Contact Center 122

Contact Center Self service Analytics Banking 122

ShepHyken

DECEMBER 6, 2019

This week we feature an article by Valeriya Yordanova who writes about how customer support agents can deliver the fast and personal customer support that today’s customers demand. They don’t want to be put on hold, transferred to another support agent or requested to explain their issue over and over again.

Customer Support 177

Customer Support Personalization SaaS Analytics 177

Enghouse Interactive

OCTOBER 13, 2020

AI Makes It Possible (Blog Series). Understanding Why Transforms the Customer Experience. Blog #2 of 4: Seeking th e Root Cause and Affecting the Right Outcome. To address that, there are limitations to be overcome and diverse approaches to be considered.

Scripts 95

Scripts Interactive Voice Response Analytics Contact Center 95

ShepHyken

JANUARY 27, 2017

This week on our Friends on Friday guest blog post my colleague, Shital Shah, writes about how with the right combination of technology and human touch, customer service doesn’t have to be difficult. In 2016, major companies had some very public blunders due to customers sharing their bad customer service experience on social media.

Technology 232

Technology Customer Service Management CRM 232

Enghouse Interactive

JANUARY 27, 2021

Trends and Realities of Successful Organizations (Blog Series). Video outperforms all other communications methods when agents and customers need to quickly resolve an issue. This blog will provide some insight into the benefits that can be extracted from video along with how. Blog #2 of 4: It’s NOT just another channel.

Contact Center 92

Contact Center Technology Customer centricity Analytics 92

ShepHyken

JUNE 17, 2016

This week on our Friends on Friday guest blog post my colleague, Ian Landsman writes about the importance of training and preparing customer service representatives to interact with customers. It may happen that a great candidate doesn’t fit all of these ideal personality traits. Incorporate Shadowing & Real-World Experience.

Customer Service 209

Customer Service Education Customer Support Management 209

ShepHyken

APRIL 13, 2018

For example, is the goal to improve your customers’ experience, and if so, which facet? Email is good for soliciting candid feedback from new customers with one or two open-ended questions; however, an individual email is also more personal, so it’s important to respond to these emails and let respondents know they’ve been heard.

Feedback 206

Feedback Contact Center Journey mapping Surveys 206

ShepHyken

JUNE 1, 2018

Try inspecting all features or services that are responsible for hampering their user experience. Most won’t pick their phones to call your support agents and know the product in detail. Satisfying customer experience is what your target audience looks for when planning to approach you. So, what’s your next move?

Customer Support 257

Customer Support Sales Marketing B2B 257

Enghouse Interactive

OCTOBER 21, 2020

AI Makes It Possible (Blog Series). Blog #4 of 4 The MORE you know. How AI-Enabled Super-Agents Improve CX. 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. The more YOU KNOW. .

Self service 76

Self service Contact Center Benchmark Chatbots 76

Call Experts

FEBRUARY 18, 2021

And then, making sure to incorporate these elements into your customer experience and customer journey: Promptness – time to answer, time to resolution, etc. Personalization – products, services, customer history, etc. Want to learn more about how a contact center can support your customer experience?

Contact Center 52

Contact Center Interactive Voice Response Best practices Call Center 52

Comm100

SEPTEMBER 19, 2022

Chatbots are employing a branch of artificial intelligence known as natural language processing (NLP) to make the user experience more personalized. This feature also aids human agents in taking over repeated and time-consuming discussions. Customization and personalization.

Chatbots 61

Chatbots Abandon rate CRM Education 61

NobelBiz

APRIL 30, 2024

From improving response times to personalizing interactions, artificial intelligence is now setting new standards in customer service efficiency and effectiveness. It enhances the efficiency and effectiveness of the services provided and improves the working conditions for agents and satisfaction for customers.

Call Center 105

Call Center Chatbots Virtual Agent Contact Center 105

NobelBiz

APRIL 30, 2024

From improving response times to personalizing interactions, artificial intelligence is now setting new standards in customer service efficiency and effectiveness. It enhances the efficiency and effectiveness of the services provided and improves the working conditions for agents and satisfaction for customers.

Call Center 104

Call Center Chatbots Virtual Agent Contact Center 104

Enghouse Interactive

JULY 7, 2020

Transform the Contact Center with Microsoft Teams (blog series). Blog #2 Microsoft Teams Drives Agent Productivity. In our first blog, we explored how Microsoft Teams, when integrated into a Contact Center, helps provide a better experience for the end-customer. Self-Service Helps Agents Too.

Self service 52

Self service Contact Center CRM Quality management 52

Calabrio

SEPTEMBER 9, 2020

You can read the full post on the Waterfield blog, and register for an upcoming webinar featuring Calabrio’s Dave Hoekstra on September 15th. Are they personally doing okay? To learn more about how you can finally see the full picture of your customer experience, read our complete guide to customer interaction analytics.

Analytics 59

Analytics Contact Center Technology Personalization 59

Enghouse Interactive

AUGUST 26, 2020

It’s Not an Option – It’s Expected (Blog Series). Blog #1 Into the Vortex “Cross Channel is the New Omni-Channel”. They succeed by developing better experiences at every organizational touchpoint they can: for their customers, partners, suppliers, and vendors. This is where the positive experience starts.

Self service 58

Self service Contact Center CRM Customer Support 58

JustCall

OCTOBER 20, 2019

With the consumer market now being highly aware of their needs and new things in town, as a real estate agent, one needs to be up-to-date with new trends too. That is why I have compiled this comprehensive list of 5 blogs and 5 podcasts for every real estate agent to check out. Top 5 real estate blogs to read. #1

Real estate 56

Real estate Coaching Finance Advertising 56

Calabrio

NOVEMBER 25, 2020

Complacency is not an option as agents, supervisors and contact center managers are forced to become more strategic, taking on increasingly critical new responsibilities to deliver engaging customer experiences. The consumer experience is becoming easier, faster and more personable. Collaboration is an emerging theme.

Contact Center 52

Contact Center Self service Analytics Banking 52

Comm100

MARCH 14, 2024

This blog takes a closer look at how chatbots are transforming the customer service landscape, outlining the key chatbot pros for businesses and for customers. On the other hand, this blog will also explore the chatbot cons when not correctly built and trained. Ensuring you adopt software with robust compliances is essential.

Chatbots 88

Chatbots Customer Service Personalization Feedback 88

Zappix

MAY 1, 2024

From personalized recommendations to automated customer service, AI is reshaping digital engagement in innovative and transformative ways. This blog explores how AI impacts the connection between businesses and consumers, highlighting key trends and benefits to both sides.

Chatbots 52

Chatbots Advertising Wait times Analytics 52

3CLogic

APRIL 10, 2024

Then again, it’s not enough to just offer phone calls — to deliver the experience your customers and employees truly want, interactions need to be personalized, fast, and accurate. Consequently, this creates time-consuming, manual, and complex call handling for agents, leading to inefficient and de-personalized service.

Management 64

Management Call Logging CRM Call flow 64

Creative Virtual

FEBRUARY 7, 2023

This year, one of the customer experience (CX) predictions for 2023 falling into that category is that ‘Personalization will get More Personal’. But what does it mean to make personalization more personal? Would I market that Amazon experience as personalized? engagement with the customer. Absolutely!

Personalization 105

Personalization Virtual Agent Chatbots Self service 105

Comm100

DECEMBER 8, 2020

Because they offer more efficient support and a more intimate, personal experience. Free Live Chat Software for Unlimited Agents. On the contrary, chatbots are known for boosting customer satisfaction levels because they help build relationships on a more personal level, at least in comparison to the FAQ section.

Chatbots 53

Chatbots Scripts Sales Personalization 53

Comm100

FEBRUARY 15, 2022

An on-demand economy also offers personalized products and services wherever possible to succeed in sales and utilizes advanced systems to coordinate vendors and clients. This is much faster than the same customer having to contact a customer service agent and wait for ten minutes to a half-hour on the phone.

Customer Service 52

Customer Service Chatbots Self service Transportation 52

SmartAction

APRIL 11, 2024

Virtual voice agents can be a blessing or a curse for your customers. Done right, they provide a rich, natural, personalized experience that soothes frazzled nerves and either swiftly provides a relevant automated answer or directs them to a live agent who can help. Personalize it. Personalization.

Virtual Agent 68

Virtual Agent Interactive Voice Response Call flow Contact Center 68