ShepHyken

AUGUST 31, 2023

This week, we feature an article by Sage , an international company that helps organizations of all sizes with accounting, payroll, and payment solutions. They write about how improving customer journeys increases business growth. The result of all of this is angry, frustrated customers. But don’t worry.

Journey mapping 318

Journey mapping Upselling CRM Feedback 318

CCNG

MARCH 6, 2024

Do you sometimes feel like you are playing buzzword bingo when reading anything about AI in the contact center? You are not alone. A lot of customers who have spent a lifetime in the contact center and survived a world of acronyms like AHT, CSAT, and PICINC are feeling alienated in their own world.

Contact Center 195

Contact Center Calibration Analytics Interactive Voice Response 195

ShepHyken

JULY 7, 2023

He writes about how using mobile apps can enhance customer engagement. It is estimated that one out of every five people around the world has a smartphone with internet services available in it. Hence, Mobile apps are essential for your company. This week, we feature an article by Manpreet Singh Chawla.

outsourcing 296

outsourcing SaaS Marketing Sales 296

ShepHyken

OCTOBER 9, 2023

Top Takeaways: Conversational AI technology, powered by artificial intelligence, has revolutionized customer support by providing efficient and personalized assistance to customers. This technology can understand customers’ queries, provide relevant answers, and guide them toward a resolution.

Customer Support 212

Customer Support Enterprise Technology Contact Center 212

TechSee

APRIL 22, 2024

In today’s fast-evolving service landscape, companies are continuously innovating to improve customer experience (CX). For CX enhancements to truly impact your business, they must be readily adopted by both customers and service agents. They need these interactions to be quick and hassle-free.

APIs 109

APIs Scripts Technology Best practices 109

ShepHyken

DECEMBER 9, 2022

This week, we feature an article by Nick Bandy, Chief Marketing Officer at LiveVox , an omnichannel platform that helps brands seamlessly communicate with their customers. He shares how you can align your customer’s journey with their brand expectations. What are brand expectations? .

Sales 307

Sales CRM Contact Center Customer retention 307

ShepHyken

SEPTEMBER 14, 2018

This week we feature an article by David Olson who shares tips on how to use live chat software correctly. – Shep Hyken. The modern marketplace offers many different ways to make your business and employees more productive. One of the most promising methods for improving your conversion rates is through live chat software.

Analytics 686

Analytics Sales Banking Technology 686

ShepHyken

OCTOBER 1, 2021

This week we feature an article by Jason Grills, Customer Support Expert at ProProfs , a company that provides software that empowers organizations to deliver happiness to their customers and employees. He writes about what automated customer service can do for your business.

Customer Service 391

Customer Service Chatbots Interactive Voice Response Customer Support 391

ShepHyken

MARCH 10, 2023

This week, we feature an article by Kathleen White, a business manager who helps organizations improve career opportunities and employee engagement. She writes about how companies can adopt a remote workforce and enhance customer service delivery.

Customer Service 293

Customer Service Employee engagement Customer Support Management 293

ShepHyken

FEBRUARY 25, 2024

Each week, I read many customer service and customer experience articles from various resources. I have added my comments about each article and would like to hear what you think too. I have added my comments about each article and would like to hear what you think too. Customer advocacy becomes your best friend.

Customer Service 151

Customer Service Customer advocacy Average Handle Time Customer centricity 151

The Northridge Group

APRIL 22, 2024

In our 3-part series: People, Process, & Technology — and the Intersection of AI, we have asked industry leaders in technology, people and process management to explain what AI is, what it isn’t, and how it can be a benefit (and a curse) in each area. But how will AI tools effect that? Improve CSAT!

Technology 76

Technology Coaching outsourcing Customer centricity 76

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. Their knowledge and impact is constantly reshaping the service industry. If you missed the 2022 list, you can check it out here.

Customer Service 207

Customer Service Customer centricity Contact Center Consulting 207

TechSee

MARCH 4, 2024

Enterprise leaders are constantly seeking innovative ways to improve their customer experience (CX), ideally while improving their bottom line. Generative AI is more than the hot trend of the year; it has the potential to improve and automate CX. Next, businesses must invest in training and development.

Enterprise 109

Enterprise Automotive Average Handle Time Metrics 109

The Northridge Group

APRIL 15, 2024

In our 3-part series: People, Process, & Technology — and the Intersection of AI, we have asked industry leaders in technology, people and process management to explain what AI is, what it isn’t, and how it can be a benefit (and a curse) in each area. Part 2: AI and Business Processes: How can it help?

Technology 122

Technology Brand ambassadors Contact Center Multichannel 122

TechSee

MARCH 11, 2024

Industry events and news coverage are full of companies offering Generative AI , Conversational AI, chatbots, and AI Agents. However, given the relative youth of this space, it can be difficult to distinguish between basic and advanced solutions providers. As a result, it can be very challenging to assess Conversational AI providers.

Chatbots 124

Chatbots Enterprise Scripts Virtual Agent 124

OctopusTech

APRIL 18, 2024

Learning how to improve customer engagement in a call center is significant in this competitive market. Talking to customers is not enough; it is about making those conversations beneficial and considering every customer’s requirements and expectations. Smiling customer support operator at work.

Call Center 62

Call Center Contact Center Telemarketing outsourcing 62

Interactions

APRIL 16, 2024

How Can the Bar be Raised to Surpass Customer Expectations? A dedication to understanding your customers ensures that every interaction is personalized and purposeful, alleviating the pain of lengthy wait times and ensuring each conversation is met with effective, personalized assistance.

Customer Care 62

Customer Care Self service Metrics Interactive Voice Response 62

Global Response

FEBRUARY 26, 2024

In today’s world, customers expect not only excellent products but also excellent service. Quality customer service matters; just look at the numbers: 83% of customers are more loyal to businesses that respond to and resolve their complaints. Yet, so many companies struggle to get it right.

Call Center 62

Call Center Customer Service outsourcing CRM 62

Lumoa

FEBRUARY 9, 2023

The focus on enhancing customer experience has gained traction in recent years. As businesses recognize its value, the shift from a product-centered approach to a customer-centric one continues. Actionability is also, as we believe, one of the essential aspects of customer experience management. Listen to your customers.

Customer Experience 178

Customer Experience B2C Journey mapping B2B 178

Comm100

APRIL 10, 2024

AI is reshaping countless industries and services, and customer service is one such area that is changing for the better. In this article, we will discuss how the combination of AI and human intuition can be applied to a range of sectors to help solve problems preemptively.

Customer Service 84

Customer Service Chatbots Analytics Big data 84

Global Response

MARCH 26, 2024

Most customers who call your business have already exhausted all other options. They’ve tried to resolve the issue themselves, looked on your website for the needed information, and maybe even chatted with an AI agent. Now they are seeking help from a live agent – and their satisfaction and loyalty lie in the balance.

First call resolution 62

First call resolution Interactive Voice Response CRM Chatbots 62

NobelBiz

FEBRUARY 27, 2024

When companies implement specific tools and best practices, they can significantly improve their customer experience (CX), increase agent performance, and ensure high-quality service. Organizations achieve this by integrating technology, refining processes, and deploying innovative human resources strategies.

Best practices 105

Best practices Call Center Interactive Voice Response First call resolution 105

Lumoa

JANUARY 31, 2023

Customer experience plays an important, if not the most important role in the success of any business. Nearly all companies (89%) believe that customer experience will be their primary basis for competition. How do you stand in that competition? This will lead you to reduce churn and increase your revenue.

Customer Experience 176

Customer Experience Customer centricity Metrics Feedback 176

Global Response

MARCH 27, 2024

This transformative approach streamlines operations and significantly enhances the quality of customer interactions. By harnessing the power of vast data sets, businesses can uncover deep insight into customer behavior, preferences, and trends, enabling them to tailor their services for maximum impact.

Big data 62

Big data Call Center Analytics Interactive Voice Response 62

TeamSupport

DECEMBER 20, 2023

Maybe you had a banner year—or maybe you’re celebrating just getting through turbulent times. Either way, before you pop that bottle of champagne, it’s time to start thinking about New Year’s resolutions for your customer support team. Bottom line: Know your customer better than they know themselves.

Customer Support 108

Customer Support Feedback Chatbots CRM 108

Playvox

MARCH 5, 2024

This definitely applies to customer needs and preferences, and contact centers are constantly striving to stay one step ahead of evolving customer requirements. A desire for instant-access self-service options is shifting how customers want to engage. Artificial intelligence (AI) can play a part.

Quality management 78

Quality management Management Contact Center Coaching 78

Playvox

MARCH 19, 2024

Generative AI technologies truly have the power to change how we work and our ability to deliver a stellar customer experience (CX). As we write an email, AI is helping complete our thoughts and fixing typos. It is influencing what we see on social media and when researching “how to” at work.

Contact Center 74

Contact Center Quality management Interactive Voice Response Coaching 74

Global Response

MARCH 13, 2024

Creating a seamless, personalized customer experience (CX) is one of the most crucial investments businesses can make today. It distinguishes you from competitors, fosters customer loyalty, and, ultimately, determines business success. So, why is it so challenging for companies to deliver excellent omnichannel CX?

outsourcing 62

outsourcing Best practices Feedback Customer retention 62

ChurnZero

APRIL 1, 2024

AI is changing just about everything within the SaaS and technology space. What was once time-consuming and tedious is becoming streamlined and automated, with customer success teams better able to manage their customers proactively. How can we apply it to onboarding?

Journey mapping 76

Journey mapping Feedback SaaS Surveys 76

Calltools

APRIL 3, 2024

Technology and customer expectations have changed a lot over the last few years. Take some time to learn about the contact center trends for 2024 that will put your team on the path to success. Focus on Customer Care All of the contact center trends you adopt should ultimately improve customer care.

Contact Center 52

Contact Center Interactive Voice Response Agent Empowerment Self service 52

Playvox

FEBRUARY 6, 2024

Ask people to name three companies known for their customer-centric approach to business, and there’s a good chance some common names will surface: Nordstrom, Apple, Trader Joe’s, Patagonia, and others frequently come to mind. It’s often the continuous improvement or quality management (QM) piece where contact centers struggle.

Quality management 83

Quality management Customer centricity Management Contact Center 83

Global Response

MARCH 26, 2024

Deciding to partner with a business processing outsourcing (BPO) vendor is a strategic move for companies of all sizes. It streamlines processes, saves money, and improves the overall quality of customer service. As you research and vet different vendors, keep the following factors in mind.

Best practices 62

Best practices Management outsourcing Business Process Outsourcing 62

Lumoa

FEBRUARY 14, 2024

From social media posts to Google and Yelp reviews, every buyer can recount their customer experience with your company to a global audience. It is no wonder, then, that businesses have started paying much closer attention to their customer experience (CX) strategy.

Customer Experience 83

Customer Experience Chatbots Analytics SaaS 83

Playvox

FEBRUARY 16, 2024

One of the most impactful uses is how AI is transforming customer experience (CX). Advances in technology allow contact centers to use data in much more manageable ways, redefine how to engage with customers, gain efficiencies, and leverage actionable insights to improve quality management (QM) and the customer journey.

Quality management 75

Quality management Contact Center Management Best practices 75

Lumoa

NOVEMBER 21, 2023

In many companies, even though customer experience is regularly measured, data transformation becomes challenging for many reasons. But it is no longer a challenge, thanks to modern technologies like martech tools and back-office solution software and the use of artificial intelligence (AI) in customer feedback analysis.

Feedback 83

Feedback Chatbots Analytics Metrics 83

Lumoa

JANUARY 24, 2024

Have you ever traveled to a country where you didn’t speak the language? If you have, you must know how exhausting it can be to get help with the simplest of requests. Just like a hapless tourist, customers are eager to share details of their experience.

Analytics 83

Analytics Feedback Metrics Surveys 83

SmartAction

NOVEMBER 15, 2023

In today’s fast-paced business landscape, customer self-service has become a pivotal aspect of delivering exceptional customer experiences. As we look towards 2024, the world of customer self-service is at a crossroads, with new challenges and opportunities on the horizon. Or is it something else?”

Self service 97

Self service Virtual Agent Chatbots Analytics 97