ShepHyken

APRIL 7, 2017

This week on our Friends on Friday guest blog post my colleague, Swati Kungwani, writes about the value of customer complaints to a business. Customer behavior is becoming more dynamic. According to the reports, “It is in the hands of the companies to prevent 85% of the customer churn caused due to futile poor service.”.

Advertising 274

Advertising B2B Employee engagement CRM 274

ShepHyken

NOVEMBER 23, 2018

This week we feature an article by Pascal van Opzeeland who writes about the quality of customer support and what it takes to provide great customer support. – Shep Hyken. What makes a customer support interaction good or bad? To be good, a customer support interaction needs to be….

Customer Support 169

Customer Support Customer effort Self service Metrics 169

Call Experts

DECEMBER 29, 2022

Welcome to a roundup of our top-performing customer service blogs of 2022! Blogging is a powerful way to share ideas, trends, and strategies in your industry. It’s also a great way to build credibility with real customer insights. . The best blogs are not only informative but also fun to read.

Customer Service 52

Customer Service outsourcing Best practices Morale 52

ShepHyken

NOVEMBER 30, 2018

This week we feature an article by Brian Cantor who gives us a list of ways to achieve success and consistency when communicating with customers on any channel. – Shep Hyken. Making for a jointly admirable and problematic reality, the customer contact community often takes a lofty, wide-eyed approach to strategy and technology.

Abandon rate 239

Abandon rate Journey mapping Average Handle Time Customer centricity 239

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. Back office support. Chatbots for Customers (31.0% Subject matter experts.

Self service 66

Self service Contact Center Chatbots Average Handle Time 66

ShepHyken

MAY 25, 2018

This week we feature an article by Matt Nolan who shares five keys to building more compelling, sustainable customer relationships. Customer retention used to be considered just a “service problem.” Service has become an always-on, everywhere requirement – in the customer’s eyes, great experiences have to be connected and fluid.

Call Center 185

Call Center Customer retention Upselling Advertising 185

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. Addressing Customer Needs.

Self service 79

Self service Contact Center Chatbots First call resolution 79

Comm100

MARCH 14, 2024

Chatbots have become a ubiquitous part of customer service and support. As businesses strive to meet the ever-increasing expectations of their customers, the adoption of chatbots has emerged as an essential move to enhance service delivery and operational efficiency.

Chatbots 88

Chatbots Customer Service Personalization Feedback 88

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

Comm100

MARCH 6, 2024

The immediacy and convenience of live chat has catapulted the technology into a go-to support channel for consumers and an essential tool for businesses. Gone are the days when customers could only get slow and often frustrating support via email or phone.

Abandon rate 90

Abandon rate Chatbots Upselling Sales 90

Zappix

FEBRUARY 1, 2024

In the dynamic customer service landscape, businesses constantly seek innovative ways to enhance efficiency, reduce costs, and elevate customer satisfaction. Enter the era of Digital Self-Service—a transformative solution that addresses these challenges and propels customer support into the future.

Self service 52

Self service Customer Support Average Handle Time Wait times 52

VirtualPBX

FEBRUARY 23, 2024

In this blog, we delve into the implications of the FCC POTS line sunset, explore why businesses must act swiftly, and provide actionable insights for a seamless transition. As businesses transition to alternative communication technologies, they must evaluate the long-term cost implications to avoid unnecessary expenses.

Telecommunications 98

Telecommunications Government Technology Consulting 98

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

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. The Pressure is On. Self-Service Helps Agents Too.

Self service 52

Self service Contact Center CRM Quality management 52

VirtualPBX

OCTOBER 11, 2023

Guest Blog From Sphinx Solution VoIP , a technology that allows you to make calls over the Internet, has been steadily transforming global communications for the past decade, unlocking significant ROI in communication for businesses worldwide. And this enables great customer service and collaboration among teams.

voip 104

voip Accountability Customer retention Technology 104

Comm100

DECEMBER 12, 2023

We all know that the world of customer service and support is constantly on the move. This blog will delve into the top four customer service trends that are expected to take center stage in 2024. It also reduced agent attrition and requests to speak to a manager by 25 percent.” – McKinsey & Co.,

Customer Service 78

Customer Service Chatbots APIs Government 78

OctopusTech

DECEMBER 21, 2023

Numerous advantages come with outsourcing call centers, including increased productivity and significant cost reductions. We’ll delve into the key aspects of how outsourcing your call center could transform your company in this blog post. Cost-effectiveness is a primary driver for businesses considering call center outsourcing.

outsourcing 62

outsourcing Call Center Multichannel call center professionals 62

BlueOcean

OCTOBER 4, 2023

When one in five of your customers speak something other than English as their first language, providing bilingual customer support is critical. The impact of bilingual support on the customer experience cannot be understated. But what mix of live agents versus AI is best for your business? And what about offshore?

Customer Support 124

Customer Support Bilingual agents outsourcing Contact Center 124

TechSee

JUNE 10, 2021

Yes, they cost a lot. Absolutely, your customers aren’t happy to wait for service. Of course, in-person contact puts employees and customers at risk. This blog challenges that status quo. The technology has been thoroughly proven to greatly reduce – and even eliminate – the need for a truck roll.

Self service 207

Self service Analytics Transportation Healthcare 207

NobelBiz

FEBRUARY 20, 2024

Contact centers are the heartbeats of customer service, enabling seamless communication between businesses and their clientele across the globe. These systems enable voice communication over the internet rather than traditional phone lines, offering significant cost savings, scalability, and flexibility.

voip 105

voip Interactive Voice Response Contact Center Call Center 105

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. Haiku is the fastest and most cost-effective model on the market. It is a fast compact model for near-instant responsiveness. with higher levels of intelligence.

Benchmark 134

Benchmark Finance Engineering Enterprise 134

VirtualPBX

FEBRUARY 1, 2024

They’re known for their reliability, simplicity, and widespread availability, making them a go-to choice for many residential and small business customers. VoIP, in particular, has gained traction as a cost-effective and feature-rich alternative to traditional POTS lines.

Telecommunications 105

Telecommunications voip Technology Analytics 105

Comm100

DECEMBER 8, 2020

Chatbots were designed to streamline customer interaction. They save you time and money on customer services, while also improving your customer satisfaction levels. Today we’re rounding up some of the most amazing ways in which chatbots can improve your customer satisfaction and take your business to the next level.

Chatbots 53

Chatbots Scripts Sales Personalization 53

Zappix

MARCH 27, 2024

In today’s rapidly evolving business landscape, companies constantly seek innovative ways to improve customer satisfaction while reducing operational costs. A staggering 59% of companies acknowledge that increasing customer adoption of self-service is crucial for cost reduction.

Self service 52

Self service Customer Experience Education Feedback 52

Call Experts

APRIL 8, 2024

As a result, for those looking to ensure seamless operations and superior customer service, many companies are deciding to use a call center for utilities as it has proven itself to be quite a powerful tool. In this blog, we’ll explore the topic of using a call center for utilities and how it can enhance the overall customer experience.

Contact Center 52

Contact Center Customer Service Self service Call Center 52

3CLogic

FEBRUARY 28, 2024

Lately, artificial intelligence (AI) is at the core of any customer-centric digital transformation. While there’s an extensive list of benefits as it pertains to GenAI, this blog will cover only one of the simpler and yet impactful use cases for GenAI — auto-call summarizations.

Contact Center 59

Contact Center Average Handle Time APIs Customer centricity 59

Select VoiceCom Blog

NOVEMBER 29, 2023

Third-party providers also help reduce operational costs and provide access to specialised expertise. Selecting an outsourcing destination requires various considerations like cost-effectiveness, availability of skilled talent, language proficiency, cultural alignment, and more. Revenue for IT outsourcing in 2023 was at US $8.81

outsourcing 98

outsourcing Business Process Outsourcing Government Telecommunications 98

Win the Customer

SEPTEMBER 6, 2023

In today’s fast-paced digital world, customer expectations are higher than ever, and they demand quick and efficient responses. This is where artificial intelligence (AI) and chatbots come into play, revolutionizing the way businesses interact with their customers. Customer service is the lifeblood of any business.

Customer Service 64

Customer Service Chatbots Personalization Technology 64

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 solution outpaces traditional vending machines and alternatives, offering an economical edge with its ten times cheaper cost, easy setup, and maintenance-free operation.

APIs 97

APIs Technology Banking Customer centricity 97

TeleDirect

DECEMBER 14, 2023

How many customers experienced the level of service that transformed them into a client for life? To provide the best customer experience possible and to turn calls into leads into sales. Forrester Consulting found that companies focused on the customer experience grow revenue 1.7 What is our job? It’s all in the numbers.

Call Center 62

Call Center Customer retention Technical Support Sales 62

OctopusTech

MARCH 22, 2024

Chatbots are artificial intelligence-powered virtual assistants that simulate human conversations with customers through messaging apps. Artificial intelligence (AI) Chatbots have rapidly gained popularity in recent years, revolutionizing how companies interact with customers. How do artificial intelligence Chatbots work?

Chatbots 62

Chatbots Marketing Abandon rate Healthcare 62

Nicereply

APRIL 13, 2022

Recently, AI impact (not only in customer service) has been so high that the global AI market value might reach $267 billion by 2027. It’s time for AI to continue evolving and boosting the customer service experience. The benefits experienced so far include automating processes and tasks (46%), cost savings (44%).”

Customer Service 119

Customer Service Chatbots Self service Healthcare 119

Hodusoft

OCTOBER 19, 2023

10 Effective Ways to Reduce Costs in Your BPO Contact Center Business Process Outsourcing (BPO) contact centers play a vital role in today’s modern businesses. They help manage customer interactions by serving as the initial point of contact. As per a report , the customer care BPO market is estimated to rise from US$22,598.82

Contact Center 52

Contact Center Interactive Voice Response Contact center software Self service 52

Real Blue Sky

MARCH 6, 2023

Cost is only one of them. Before the internet, customer service was typically limited to a brick-and-mortar storefront, letter-writing, or a phone call to customer service. The result is the customer service call center was seen largely as a cost center; it was part of the cost of delivering goods or services.

outsourcing 98

outsourcing Contact Center Real estate Business Process Outsourcing 98

SmartAction

JUNE 27, 2023

In today’s fast-paced world, delivering efficient and effective support while maintaining high customer satisfaction levels is crucial. Conversational AI offers significant cost savings and enhanced efficiency. By deploying virtual agents, you can reduce the need for a large workforce to handle routine inquiries.

Contact Center 80

Contact Center Virtual Agent Agent burnout Self service 80

SmartAction

NOVEMBER 22, 2023

Artificial Intelligence (AI) provides an unprecedented opportunity to revolutionize the call center experience for the 59% of your customers who prefer telephone communication. We’re not talking about the time-consuming interactive voice response (IVR) of the past that provided a less-than-optimal customer experience.

Contact Center 88

Contact Center Interactive Voice Response Virtual Agent Management 88

Call Experts

OCTOBER 12, 2023

This simple statement underscores the importance of genuine human interaction, especially regarding customer service. In this blog, we’ll explore the intricacies of call routing, its significance in modern customer service, and how it can enhance the customer experience. Firstly, it optimizes resource utilization.

Interactive Voice Response 105

Interactive Voice Response Technical Support call center solutions Technology 105