Cisco - Contact Center

MARCH 21, 2024

As institutions of higher education seek ways to address student retention, they are increasingly turning to technologies that promise more of an “at home” experience, driving greater engagement and s… Read more on Cisco Blogs

Technology 88

Technology Education 88

Callminer

FEBRUARY 22, 2021

Read this blog to learn about the 25 top trends for 2021 in call center technology.

Call Center 385

Call Center Technology 385

ShepHyken

SEPTEMBER 15, 2017

Recently I have read and written a lot about AI and as technology improves and acceptance grows AI will have a strong role in customer service. – Shep Hyken. AIM will allow brands to dive deep the realm of keyword search, blogs, customer surveys, social media profiles and all sorts of other online data.

Marketing 486

Marketing Advertising Big data Personalization 486

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. Luckily, with the right mixture of technology and human touch, customer service doesn’t have to be hard. Shep Hyken.

Technology 230

Technology Customer Service Management CRM 230

HelpCrunch

SEPTEMBER 12, 2023

Today, we’re happy to announce a long-term financial and technological partnership between HelpCrunch and UniSender. The partnership with UniSender allows us to continue growing and building [ … ] The post Technological and Financial Partnership: UniSender Invests in HelpCrunch ? appeared first on The HelpCrunch blog.

Technology 115

Technology Customer Service 115

Beyond Philosophy

JULY 17, 2017

But many others look to technology. But technology alone is never the answer. Digital technology can enhance the customer experience. Technology can help, but it’s no substitute for truly caring about your customers. If you liked this blog, you might also enjoy these: New Technology Dramatically Helps CX.

Technology 331

Technology Consulting Consulting Customer emotions 331

Cisco - Contact Center

MARCH 19, 2024

Today, the Federal Communications Commission’s (FCC) Technological Advisory Council (TAC) held its first meeting, with Cisco Senior Director of Technology and Spectrum Policy Bill Davenport serving… Read more on Cisco Blogs

Technology 80

Technology Government 80

ShepHyken

MARCH 22, 2019

Communities were smaller, shopping was local, and technology wasn’t there to either help or confuse the customer. Ignoring the impact that technology can have on customer experience is like ignoring the impact digital cameras can have on the film business…and we know how that story ended. John Boccuzzi Jr.

Customer Experience 269

Customer Experience Banking Technology Consulting 269

ShepHyken

APRIL 5, 2019

However, as AI technology becomes more advanced, chatbots are quickly becoming a vital part of the whole customer experience journey. With the support of the latest chatbot technology, brands will be able to offer a more optimised and enhanced customer experience for any client. Transforming the Buyer Journey.

Chatbots 288

Chatbots Customer Experience Cloud contact Contact Center 288

ShepHyken

NOVEMBER 22, 2019

Technology today gives customer service teams a lot of options to help them assist and manage customer needs better. The post Guest Blog: The Hidden Workings of Top Customer Support Teams appeared first on Shep Hyken. They find and implement the right tools to facilitate better operations.

Customer Support 350

Customer Support Multi-channel support voip Benchmark 350

ShepHyken

JUNE 28, 2019

Technology replacing humans. In general, technology is augmenting —not replacing — the employee. The World Bank finds in its 2019 examination of the workforce that while technology is indeed changing how people work, it’s also creating new opportunities. That’s what we all fear. Because of that word “current.”

Contact Center 277

Contact Center Self service Banking Airlines 277

ShepHyken

SEPTEMBER 28, 2018

Fortunately, the advancements in technology throughout the business world have made their way to human resources as well, giving HR departments, management and staff sound ways to boost employee engagement, and ultimately, improve company-wide outcomes for the long run. Learning and Personal Development Software.

Employee engagement 266

Employee engagement Education Analytics Technology 266

ShepHyken

JUNE 7, 2019

Despite our advances in technology today and the many ways in which we can now communicate, the phone call isn’t going anywhere. Our employees are able to provide a personalized level of service powered by our award-winning technology platform that helps us to deliver attention to detail that consistently differentiates us.

Customer centricity 296

Customer centricity Advertising outsourcing Chatbots 296

Steve DiGioia

JUNE 17, 2021

You’ve heard me say that countless times on my blog. Technology Certainly Has Its Merits, But…. When automation and technology become the new “service goal”, the customer then comes second. Technology certainly has its merits, but to what end – and what are we giving up to have it? I can’t see it happening any other way.

Technology 130

Technology Chatbots Customer Service 130

ShepHyken

SEPTEMBER 16, 2016

This week on our Friends on Friday guest blog post my colleague, Mark Smith, writes about how crucial personalization can be to the customer experience. While marketers today are challenged with making sure they have the best technology to leverage available data to drive more personalized experiences, many don’t know where to start.

Customer Experience 296

Customer Experience Personalization Marketing Analytics 296

ShepHyken

FEBRUARY 9, 2018

Train your sales team using the right technology. Some key sales technology to consider are: Customer Relationship Management (CRM) software – this allows you to track and manage your customers as they move through the sales funnel. For more articles from Shep Hyken and his guest contributors go to customerserviceblog.com.

Customer Service 380

Customer Service Morale Sales Coaching 380

ShepHyken

SEPTEMBER 6, 2019

As we know, consumer experience and expectations have changed rapidly in response to new technologies, market forces and security concerns. We learned from the study that consumers are open to using technologies that prefill their information. Beyond prefill, 34% were open to mobile document capture.

Accountability 234

Accountability Technology Personalization Customer Experience 234

ShepHyken

SEPTEMBER 20, 2019

With more B2B companies choosing support software technology as their “hub” for all customer communication, it’s important to determine what departments need access and why. By having access to this technology, they can better understand the customer issue and thus provide a better fix. Managing tickets as a unified support team.

B2B 268

B2B Customer Support CRM B2C 268

ShepHyken

JANUARY 18, 2019

This week we feature an article by Tim Houlne who writes about the importance of integrating technology into your business to provide the optimum customer experience. – Shep Hyken. Given the current state of technology, your strategic goals must now go beyond improving metrics. Technology is on your side.

Customer Experience 234

Customer Experience Airlines Average Handle Time Contact Center 234

ShepHyken

MAY 11, 2018

Technology and reality: With technology advancing leaps and bounds, virtual reality and augmented reality is catching up, and you need to be ready to leverage it as a service tool. If you are gunning for branding, using this kind of technology can be a major step to accelerate the process.

Customer Service 248

Customer Service B2B Customer centricity SaaS 248

Cisco - Contact Center

AUGUST 23, 2023

This blog was co-written by Steve Vetter Understanding the Challenge of Martec’s Law and Strategically Adopting Technology Martec’s Law states that technology changes faster than organizations can… Read more on Cisco Blogs

Technology 81

Technology Government 81

ShepHyken

SEPTEMBER 21, 2018

Businesses need to invest in technology that enables them to have more time to ‘speak’ to clients, to engage with them and make that human touch still real. The post Guest Blog: Which Road Is Your Customer Experience On? You must deliver a consistent, convenient and frictionless experience. – Shep Hyken.

Customer Experience 258

Customer Experience Big data Technology Chatbots 258

Cisco - Contact Center

FEBRUARY 29, 2024

In fact, according to IoT Analytics, a global research firm, the IoT market will grow at a… Read more on Cisco Blogs Internet of Things (IoT) remains one of the stronger markets in which customers are considering investing.

Technology 97

Technology Analytics Marketing 97

Cisco - Contact Center

NOVEMBER 17, 2023

In this spirit, Cisco ThousandEyes is thrilled to announce World Wide Technology (WWT) as the winner of the inaugural… Read more on Cisco Blogs Partnerships are the bedrock upon which Cisco innovates and succeeds.

Technology 96

Technology 96

CSM Magazine

MAY 6, 2024

The result has been new technology and policies to bring our diets into the future. The New Technology of Meal Preparation Meal preparation has evolved in the 2020s, and it shows no signs of slowing down. You can learn more about how various businesses are improving their customers’ experiences by reading our blog.

Technology 52

Technology Marketing 52

Cisco - Contact Center

AUGUST 22, 2023

For most cybersecurity professionals, one of the best ways to demonstrate success and return on technology investment is for nothing to happen. That is to say, there have been no security breaches,… Read more on Cisco Blogs

Technology 95

Technology Healthcare 95

ShepHyken

FEBRUARY 22, 2019

Read Shep’s latest Forbes article: AI: The Technology Penicillin Of The 21st Century. The post Guest Blog: How One Experience Started My CX Passion appeared first on Shep Hyken. Stacy is a Founding CX Board Member and Advisor @ Rutgers University and Blogger: www.DoingCXRight.com.

B2C 270

B2C B2B Customer centricity Employee engagement 270

Beyond Philosophy

APRIL 25, 2019

Brands have already begun using facial recognition technology in their Customer Experience. Walmart and KFC use facial recognition technology. Technology also exists that captures customers’ authentic emotion measurement using facial recognition software. Even my phone password is my face. But is it creepy ?

Technology 296

Technology Entertainment Consulting Consulting 296

Beyond Philosophy

APRIL 26, 2017

If you enjoyed this blog, you might also like: Case Study: Enhance Your CX with This Technology. The post New Technology Dramatically Helps CX appeared first on. Make sure you are creating an excellent, up to date CX for your customers. Register now for Beyond Philosophy’s Secrets of a Successful CX Training Program.

Technology 283

Technology Consulting Consulting Customer emotions 283

ShepHyken

SEPTEMBER 23, 2016

This week on our Friends on Friday guest blog post my colleague, Brie Tascione, writes about the importance of improving the customer experience in the healthcare industry to improve loyalty and reduce frustration. Any service industry today must keep up with the technological advances when communicating with their customers.

Healthcare 318

Healthcare Advertising Education Technology 318

Cisco - Contact Center

APRIL 8, 2024

In recent years, the broadcast sector has witnessed a radical shift driven by digital technological advancements. As patterns of media consumption evolve, broadcasters are progressively adopting… Read more on Cisco Blogs

Technology 52

Technology Entertainment 52

ShepHyken

OCTOBER 20, 2017

In essence, this technology has the potential to help people in nearly any endeavor. The technical implementation combines a collection of technologies — chatbots, micro-applications, knowledge center, widgets, a dialog engine, engagement engine, APIs, etc. Microsoft launched a similar effort the same week. under an integration layer.

Enterprise 217

Enterprise Engineering APIs contact center solutions 217

ShepHyken

NOVEMBER 23, 2018

Technology has made it easier than ever to increase company efficiency without compromising on quality. He and his team share tips about customer service and communication on the Userlike Blog. The post Guest Blog: The 8 Elements of Customer Support Quality appeared first on Shep Hyken.

Customer Support 264

Customer Support Customer effort Self service Metrics 264

ShepHyken

AUGUST 25, 2017

A chatbot has limitations like all technology does. The post Guest Blog: The Do’s and Dont’s of Using Chatbots for Customer Service appeared first on Shep Hyken. They could reduce your customer service costs by as much as 30%, according to some providers. Are Chatbots Really an Ideal Solution for Customer Service?

Chatbots 368

Chatbots Customer Service Best practices voip 368

ShepHyken

DECEMBER 14, 2018

Meanwhile, as technology evolves – and the sophistication of attacks along with it – we will likely see technologies such as artificial intelligence and machine learning being applied by malicious actors for more persistent and intelligent attacks. The post Guest Blog: Do customer experience teams take cyber security risks?

Customer Experience 257

Customer Experience Government Coaching Customer retention 257

ShepHyken

MAY 17, 2019

But with some effort, it’s not impossible, especially with the use of digital technology. The post Guest Blog: Thank Your Customer With Actions Not Words appeared first on Shep Hyken. With so much on your plate, remembering the name of every customer might seem like a tall order. There’s a void to be filled in the remaining 63%.

CRM 275

CRM Personalization Engineering Enterprise 275

ShepHyken

MAY 5, 2017

This week on our Friends on Friday guest blog post my colleague, Dan Rood, writes about the precious commodity of time and why we must use the latest technologies to help customers save time and have amazing customer experiences. Insight technologies that deliver personalization and predictive analytics. Shep Hyken.

Self service 200

Self service APIs Surveys Analytics 200