JustCall

AUGUST 7, 2023

The concept of using conversational AI for customer service is not an alien one. Whether it’s AI streamlining service operations or AI improving customer experience, the field of customer service has greatly benefitted from this emerging technology. What Is Conversational AI for Customer Service?

Sales 52

Sales Chatbots Self service Accountability 52

Nicereply

MAY 1, 2023

Building customer loyalty requires a strong bond and trust with customers through quality experiences and exceptional support. In today’s highly competitive market, customer service has become a key factor in the success of many businesses. Sadly, so many businesses fail to put their customers first with their actions.

Customer retention 59

Customer retention Feedback Customer centricity Chatbots 59

Lumoa

JANUARY 27, 2023

Civil rights activist Maya Angelou once said that people will forget what you said or did but will always remember how you made them feel. This is especially true when it comes to serving your customers. This article looks at how customer service can be optimized for better results. So what can be done?

Customer Experience 83

Customer Experience Journey mapping Customer Service Feedback 83

ShepHyken

JULY 8, 2016

This week on our Friends on Friday guest blog post my colleague, Mike Schoultz shares a few customer experience stories that demonstrate how companies have handled customer experiences, some well and some not so well. It is so important for employees to feel that they can make good customer focused decisions in every situation.

Customer Experience 189

Customer Experience Marketing Personalization Management 189

TeleDirect

MARCH 12, 2023

If you run a business, you’ve likely heard of a KPI called CSAT—it determines how satisfied your clients are with your product or service. In fact, the term CSAT stands for “customer satisfaction.” After all, dissatisfied customers are unlikely to return, nor will they speak positively about your brand to potential customers.

Surveys 62

Surveys Call Center outsourcing Best practices 62

TechSee

JULY 8, 2020

Remote maintenance is therefore becoming a preferred solution for many field service organizations, as it enables technicians to monitor and maintain customer systems from afar using a range of tools and sensors. Safety concerns and pared-down workforces mean that there is a smaller pool of technicians available to service customers.

Technology 109

Technology B2B Engineering Technical Support 109

CSM Magazine

OCTOBER 12, 2022

From chatbots to augmented reality, businesses are using technology to create a more seamless and enjoyable customer experience. Here are 25 ways that technology is revolutionizing the customer experience. One technology that is starting to gain traction in the customer experience space is Augmented Reality.

Technology 52

Technology Customer Experience Journey mapping Chatbots 52

TechSee

JUNE 1, 2021

The gig economy is exploding, spawned by well-known apps such as Fiverr , TaskRabbit , Thumbtack , and Upwork that serve as digital marketplaces where an independent worker can be hired for a short-term project or task on-demand, also known as a gig. What is Gig Customer Service? Gig customer service: Can it really work?

Customer Service 109

Customer Service Upselling outsourcing Self service 109

Quiq

FEBRUARY 3, 2023

It’s been tough out there for the last few years—and while the future is bright, travel and tourism businesses are still facing a labor shortage that’s causing customer satisfaction to plummet. Keep reading to take a look at the state of the travel industry’s labor shortage and how you can still provide exceptional customer service.

Customer Service 80

Customer Service Chatbots Airlines Feedback 80

CSM Magazine

NOVEMBER 28, 2022

Indoor navigation and indoor positioning are useful tools for optimizing business processes and improving the customer experience. With their help, you can improve customer service, increase customer loyalty to your company, and develop an effective and lucrative marketing campaign.

Customer Experience 52

Customer Experience Transportation Analytics Entertainment 52

Hodusoft

NOVEMBER 17, 2021

Modern consumers are technologically inclined and driven by efficiency. Customer care executives should be able to give them the service they anticipate. The seamless experience translates to effortless delivery of support across multiple channels, and win customers for life. What is an Omnichannel Contact Center? SMS texting.

Contact center software 98

Contact center software Contact Center Multichannel Best practices 98

Uniphore

JUNE 10, 2021

We’ve learned a lot during the past 12 months: what restaurants deliver, what six feet actually looks like, what makes up a “home office.” We also learned just how important contact centers are to our everyday lives. Our solution: educate centers on the power of automation and empower agents to use technology to their advantage.

Call Center 98

Call Center Self service Contact Center Interactive Voice Response 98

Fonolo

JULY 28, 2020

A recent Brand Sentiment Report from Vesta has investigated customer perceptions during COVID with some interesting findings. Customer perception is important because it directly impacts profitability. Negative attention can quickly affect a company’s stock price, as well as negatively impacting revenue in the long run.

Wait times 128

Wait times Surveys Contact Center Banking 128

JivoChat

FEBRUARY 5, 2023

How do you keep up? Read on to find out more about how to get started with your eCommerce fulfillment service. ECommerce fulfillment is receiving and processing customer orders and shipping them to their final destinations. According to Statista, global eCommerce sales topped $5.2 It is expected to reach about 8.1

CRM 75

CRM Transportation Accountability outsourcing 75

CSM Magazine

AUGUST 22, 2023

But how can hotels stay on top of their Customer Experience (CX) game using chatbots? But how can hotels stay on top of their Customer Experience (CX) game using chatbots? Chatbots for boutique hotels can amplify this exclusivity. The key lies in crafting up-to-date chatbot flows and experiences.

Chatbots 52

Chatbots Feedback Scripts Personalization 52

GetFeedback

JULY 19, 2019

When it comes to customer experience (CX) , I can think of many, many things we all know to be true. . We can all agree customers expect more of us than ever. We can agree there are more customer interactions than ever before, and some of that is our own fault. How do we begin? We all feel it.

Airlines 123

Airlines Benchmark Surveys B2C 123

8x8

FEBRUARY 21, 2019

Whether you’re heading to a new restaurant on the other side of town or taking a road trip across the country, a GPS helps get you there. what call center and broader business improvements would you like to target? It’s tempting to immediately delve into the technology itself, and try to figure out “how” you’ll proceed.

Analytics 85

Analytics Contact Center Metrics Quality management 85

Callminer

MARCH 6, 2020

Managers play an integral role in ensuring high quality customer service, from hiring and training call center agents to monitoring performance, keeping tabs on vital call center metrics and keeping agents motivated every day. Read on to learn what our experts had to say about the most useful customer service interview questions for managers.

Management 207

Management Customer Service Consulting Consulting 207

Etech GS

APRIL 8, 2019

Now, artificial intelligence—the stuff of the future—is all around us, and we are still learning just how much it can benefit us. Automated systems are especially helpful for call centers, and Gartner predicts that non-voice interactions in customer service settings will likely rise to 85 percent by the year 2020.

Contact Center 74

Contact Center Technology Interactive Voice Response Call Center 74

CSM Magazine

APRIL 15, 2021

Here, he kickstarts the road to recovery with three tips on how to turn your agents into brand ambassadors. Surprisingly a fifth (21%) of respondents saw positive impacts of the pandemic with 17% citing the ‘greater embrace of digital technology has significantly changed their business model’.

Brand ambassadors 52

Brand ambassadors Gamification Morale Best practices 52

GetFeedback

OCTOBER 14, 2019

The phrase Customer Experience (CX) didn’t become en vogue until 2008 when it surpassed Customer Satisfaction as the primary customer-focused keyword. . Rather than just satisfaction , customer experience refers to the whole ecosystem of the customer journey. How to fix it? Data accessibility.

Customer Experience 88

Customer Experience Metrics Surveys Engineering 88

JustCall

OCTOBER 6, 2022

Bringing customers into the business is challenging, but retaining them is more demanding. . When engrossed in management or operational work, a business may forget to think about how its service impacts the end customer. The choice is vast, and customers are free to choose, but what about the company?

Customer Service 52

Customer Service Feedback Personalization Technology 52

Callminer

MARCH 6, 2020

Managers play an integral role in ensuring high quality customer service, from hiring and training call center agents to monitoring performance, keeping tabs on vital call center metrics and keeping agents motivated every day. Read on to learn what our experts had to say about the most useful customer service interview questions for managers.

Management 182

Management Customer Service Consulting Consulting 182

Noble Systems

FEBRUARY 24, 2019

The CDC notes that finding the source of an outbreak is important, because the food could still be in stores, restaurants, or kitchens and could make more people sick. The concept of gamifying customer service isn’t new; organizations have always incentivized employees with record-focused goal setting and friendly competitions as motivation.

Gamification 66

Gamification Customer Service Contact Center Employee engagement 66

Netomi

JANUARY 5, 2022

Customer service leaders come in all shapes and sizes. This is especially true in the customer service industry. Customer Experience (CX) has catapulted into one of the most important aspects of determining business success. At Netomi, we deeply care about improving the customer experience. Teresa Allen.

Customer Experience 98

Customer Experience Customer Service Consulting Consulting 98

Aria Solutions

MARCH 8, 2018

And if it was my first time at this restaurant, I would not come back, ever. I am sure many of you can relate. Well, the experience in a contact center is no different than the one in the restaurant. The primary reason is a steady increase of demands, and technology helps employees work more efficiently to meet their goals.

CRM 48

CRM Employee engagement Contact Center Sales 48

OctopusTech

OCTOBER 31, 2022

Have you ever thought about what your customers think about your brand? How do you know whether they have a positive or negative opinion of your company? The solution to all the above queries lies within your customers. What Is Customer Perception? It can be either positive or negative and generally involves 3 stages: 1.

Surveys 62

Surveys Customer centricity Marketing Feedback 62

JustCall

APRIL 6, 2023

In the ever-evolving business world, omnichannel marketing has emerged as a powerful strategy to enhance customer engagement and foster brand loyalty. Companies can create a unified, cohesive customer journey that transcends traditional marketing boundaries by skillfully integrating various online and offline touchpoints.

Banking 52

Banking Customer retention Multichannel Marketing 52

Aria Solutions

MARCH 8, 2018

And if it was my first time at this restaurant, I would not come back, ever. . I am sure many of you can relate. . Well, the experience in a contact center is no different than the one in the restaurant. Building integrations between multiple systems allows automation and is essential to improving the EX. .

CRM 48

CRM Employee engagement Contact Center Sales 48

Aria Solutions

MARCH 8, 2018

And if it was my first time at this restaurant, I would not come back, ever. I am sure many of you can relate. Well, the experience in a contact center is no different than the one in the restaurant. The primary reason is a steady increase of demands, and technology helps employees work more efficiently to meet their goals.

CRM 48

CRM Employee engagement Contact Center Sales 48

CrazyCall

MAY 7, 2019

Any time you call customer service or get a sales call you can hear the same phrase. “To improve quality of our calls/for security purposes/for training purposes this call will be recorded.” On the contrary, they can be simply deleted after the required time or store dust on some forgotten server.

Call Logging 87

Call Logging voip industry standards Finance 87

Callminer

SEPTEMBER 5, 2017

Find out how you can solve the most common QA challenges facing your call center by reading what our experts had to say below. Art has been developing and marketing tools that blend human intelligence and automation to improve call center phone interactions. Meet Our Panel of Call Center Leaders and QA Pros: Art Coombs.

Call Center 140

Call Center call center software outsourcing Coaching 140

CallSource Insights

NOVEMBER 29, 2022

Your business reputation is what will build trust and loyalty among customers, and it’s also one of the first things that potential customers will take into consideration when deciding whether or not to do business with you. You can also check out our reputation management tools for businesses here.

Benchmark 97

Benchmark Automotive Feedback Sales 97

Serenova

JUNE 24, 2020

Omnichannel Contact Centers: the Why and How in 2020. Even during this time marked by rapid change and uncertainty, the foundation of a successful contact center remains constant: exceptional customer experience. Organizations that deliver consistently positive customer experiences thrive through any crisis.

Contact Center 98

Contact Center Multichannel contact center solutions Cloud contact 98

Serenova

JUNE 24, 2020

Even during this time marked by rapid change and uncertainty, the foundation of a successful contact center remains constant: exceptional customer experience. Organizations that deliver consistently positive customer experiences thrive through any crisis. Effectively seizing the opportunity takes an omnichannel cloud contact center.

Contact Center 98

Contact Center Multichannel contact center solutions Cloud contact 98

Skybridge

JULY 21, 2020

Unforeseen disruptions can wreak havoc on the processes, practices – and profits – of even the most well established brands. In his article for SmarterCX, Stephen Fioretti takes a look at the long term effects – and benefits – that COVID-19 is already having on customer experience. You can read the entire article below.

At home agents 52

At home agents Wireless Government Contact Center 52

aircall

JUNE 4, 2021

The e-commerce customer service experience has changed immensely over the past year and a half. With the COVID-19 pandemic still ongoing though, shopping at brick-and-mortar stores has been greatly reduced, and as a result, customers and companies have taken to online retail in droves. What Is E-Commerce Customer Service?

Customer Service 71

Customer Service CRM Customer retention Feedback 71