ShepHyken

APRIL 1, 2019

Each week I read a number of customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. Customer Service Is Poised for an AI Revolution by Vala Afshar. My Comment: Are you ready for the AI Revolution?

Customer Service 246

Customer Service Chatbots Engineering Analytics 246

ShepHyken

FEBRUARY 16, 2020

Each week I read a number of customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. While the article does focus on Customer Experience strategies for retail, many are also applicable to B2B – or any type of organization.

Customer Service 316

Customer Service B2B Journey mapping Best practices 316

ShepHyken

FEBRUARY 28, 2022

Each week I read many customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. It’s Time to Change How We Build Companies & Brands by Chris Malone. Consider how “warm” you are with your customers.

Customer Service 173

Customer Service Customer Experience Personalization Sales 173

ShepHyken

APRIL 23, 2018

Each week I read a number of customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. It makes intuitive sense and data proves the point. And, there are plenty more stats and facts, as this article is full of them.

Customer Service 198

Customer Service Employee engagement Personalization CRM 198

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. The result?

Customer Service 84

Customer Service Chatbots Analytics Big data 84

Lumoa

JANUARY 8, 2024

And, if you’re nodding along, I’m also betting you’re savvy enough to know that the future of business success is tightly intertwined with embracing Machine Learning (ML) and Artificial Intelligence (AI). AI tools are changing the way we analyze customer feedback. There’s an avalanche of text data out there.

Feedback 157

Feedback Analytics Multichannel Surveys 157

ShepHyken

DECEMBER 12, 2016

Each week I read a number of customer service articles from various online resources. I have added my comment about each article and would like to hear what you think too. Is Your Digital Marketing Strategy Ready for an AI Intervention? They interviewed Jovahn Begeron and Rob Siefker about how Zappos runs their customer service.

Customer Service 255

Customer Service Chatbots Metrics Contact Center 255

Lumoa

DECEMBER 19, 2023

Have you ever thought about how some businesses manage to analyze thousands of customer reviews and feedback quickly? The secret lies in the capabilities of AI and its proficiency in conducting sentiment analysis. In this article, we’ll explore five innovative and creative ways to leverage AI for sentiment analysis.

Feedback 83

Feedback Banking Chatbots Automotive 83

COPC

JUNE 9, 2023

Artificial intelligence (AI) is rapidly transforming the customer experience (CX) industry, offering businesses new opportunities to enhance their operations. This blog article discusses the importance of employing multiple types of AI, implementing effective controls and guardrails, and adapting specific roles within the CX organization.

Customer Experience 114

Customer Experience Analytics Technology Average Handle Time 114

ShepHyken

FEBRUARY 6, 2017

Each week I read a number of customer service articles from various online resources. I have added my comment about each article and would like to hear what you think too. This article has eleven “data drive” reasons customer advocacy is important and seven tips on how to increase advocacy.

Customer advocacy 211

Customer advocacy Brand ambassadors Customer Service Best practices 211

NobelBiz

FEBRUARY 27, 2024

This article delves into the essential aspects of call center optimization, including the tools and best practices that can drive performance improvements. Streamlined processes, well-trained agents, and effective tools contribute to smoother operations and faster issue resolution. Table of Contents What is Call Center Optimization?

Best practices 105

Best practices Call Center Interactive Voice Response First call resolution 105

Myra Golden Media

APRIL 11, 2023

But how can they achieve this? So, if you’re ready to take your contact center to the next level, read this article! Strategy 1: Optimize Agent Training and Performance Optimizing agent training and performance is the first strategy for maximizing your contact center’s potential.

Average Handle Time 156

Average Handle Time Contact Center First call resolution Analytics 156

ShepHyken

AUGUST 27, 2018

Each week I read a number of customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. How Companies Thrive by Making You Obsessed by Tiffani Bova. AI, Personalization and the Internet of Things is just the beginning.

Customer Service 149

Customer Service Advertising Metrics Customer Experience 149

ShepHyken

JANUARY 2, 2017

Each week I read a number of customer service articles from various online resources. I have added my comment about each article and would like to hear what you think too. My Comment: This article had me a the title: “Kick Ass Customer Service.” How AI and Messaging by Mikhail Naumov and Davy Kestens.

Customer Service 192

Customer Service Self service Feedback Customer Care 192

CSM Magazine

SEPTEMBER 19, 2023

Central to this evolution is the adoption of Artificial Intelligence (AI). AI, with its predictive analytics, personalisation capabilities, and data processing prowess, is fundamentally reshaping the landscape of B2B marketing. Enhanced Data Analysis : B2B marketers often grapple with vast amounts of data.

B2B 100

B2B Marketing Chatbots Sales 100

Inbenta

MARCH 13, 2023

The Generative AI platform’s meteoric rise is understandable – a new and transformative AI tool capable of fixing code, responding to questions, writing emails and articles, and everything in between, is now widely available to the public. The data used to train ChatGPT is also impressive — 45 terabytes of text data.

Chatbots 111

Chatbots Accountability Enterprise Marketing 111

Playvox

FEBRUARY 27, 2024

How do you keep your best employees engaged, motivated, and empowered? One way to tackle the challenge is to integrate artificial intelligence (AI) into your workforce engagement strategy. What’s not as easy is figuring out how to supersize your workforce engagement strategies. Attract new talent? What is Workforce Engagement?

Contact Center 73

Contact Center Coaching Real estate Employee engagement 73

Vistio

FEBRUARY 20, 2024

With the rapid advancement of artificial intelligence and its integration into various industries, one area gaining significant attention is outbound sales call training. In this article, we’ll discuss how the future of outbound sales call training can be significantly transformed by leveraging AI-based solutions like ServiceSim.

Outbound sales 52

Outbound sales Sales Best practices Feedback 52

NobelBiz

DECEMBER 19, 2023

Have you ever wondered how call centers manage the overwhelming number of customer calls, especially those tricky situations that require immediate attention? In this article, we’ll explore how technology can be a game-changer in managing call escalations, ensuring swift and satisfactory resolutions.

Call Center 106

Call Center Management Wait times Contact Center 106

MiaRec

AUGUST 1, 2023

How will MiaRec use your data? Will we use your data to train our AI models? At MiaRec we have helped hundred of contact centers to utilize their call data to transform customer experience and automate compliance processes, all while ensuring the data is fully secured.

Analytics 76

Analytics Contact Center Customer Experience 76

Lumoa

JANUARY 24, 2024

If you have, you must know how exhausting it can be to get help with the simplest of requests. Have you ever traveled to a country where you didn’t speak the language? I remember spending over 40 minutes trying to get change for a €20 bill in Paris until a kind stranger finally understood what I was asking for.

Analytics 83

Analytics Feedback Metrics Surveys 83

NobelBiz

MARCH 26, 2024

In this article, we delve into the intricacies of CXA, explore its benefits, showcase examples, and outline best practices for implementation. Customer Experience Automation can encompass a range of technologies such as AI and Machine Learning, Chatbots and IVR Systems, Data Analytics and Insights.

Best practices 52

Best practices Interactive Voice Response Customer Experience Contact Center 52

NobelBiz

APRIL 2, 2024

In this comprehensive article, we’ll explore the world of Enterprise Contact Center Solutions, learning about key features, top providers, types, on boarding processes and more. RELATED ARTICLE What is IVR? With the growing customer expectations, enterprises are under great pressure to deliver exceptional service.

contact center solutions 106

contact center solutions Enterprise Contact Center Interactive Voice Response 106

AWS Machine Learning

APRIL 4, 2024

With a multitude of articles, videos, audio recordings, and other media created daily across news media companies, readers of all types—individual consumers, corporate subscribers, and more—often find it difficult to find news content that is most relevant to them. We describe how to mitigate this limitation later in this post.

Personalization 79

Personalization APIs Engineering Metrics 79

TechSee

JUNE 16, 2022

By leveraging new technologies such as computer vision , virtual visits and self-service AI-driven solutions, companies have a huge opportunity to turn customers into brand advocates. He has 30 years of experience in inbound, outbound, chat, analytics, AI, and social media. Follow on LinkedIn. Follow on LinkedIn.

Customer Service 251

Customer Service Chief Customer Officer Contact Center Consulting 251

CX Accelerator

JANUARY 7, 2019

Within fifteen minutes, I knew how to operate a manual transmission without stalling. The big challenge is parsing through the data to get actionable insight and NLP is foundational to this work. The big challenge is parsing through the data to get actionable insight and NLP is foundational to this work.

Chatbots 275

Chatbots Contact Center Technology Analytics 275

Lumoa

NOVEMBER 17, 2022

Here are the CX trends you can expect to see in 2023 and how to keep your e-commerce business on track with the evolution of CX. Here are the CX trends you can expect to see in 2023 and how to keep your e-commerce business on track with the evolution of CX. Improving Customer Relationships with AI. trillion by 2025.

Customer Experience 83

Customer Experience Chatbots Feedback Customer Support 83

DMG Consulting

OCTOBER 13, 2023

AI: The Future Brain of Contact Centers View this article on the publisher’s website. Debates about the power and danger of artificial intelligence (AI) abound, but both the issues and practical realities are nuanced. AI is going to make very significant contributions to many areas of business, including contact centers.

Contact Center 77

Contact Center Government Transportation Engineering 77

JivoChat

APRIL 12, 2023

Do you know how to use ChatGPT? Developed by the Open AI company, ChatGPT has caught the attention of several companies and millions of people around the world. Check out the article to learn more about it. What Is ChatGPT ChatGPT is a natural language AI chatbot. With more information, AI has more accurate answers.

Chatbots 75

Chatbots Personalization Customer Support Technology 75

Lumoa

AUGUST 8, 2023

By understanding the key insights hidden within your survey data, you can address specific customer concerns, tailor your products and services to meet their needs and stay ahead of the competition. This feedback helps inform how they operate going forward. Customers are an integral part of any business’s success.

Surveys 83

Surveys Feedback Banking Best practices 83

NobelBiz

AUGUST 28, 2023

In this article, we’ll explore actionable strategies that will help you revolutionize your contact center’s performance and create experiences that leave customers raving. Let’s dive into the whirlpool of common hurdles that contact centers often face, and how to conquer them with grace.

Contact Center 98

Contact Center Multichannel Analytics Feedback 98

NobelBiz

JANUARY 30, 2024

So, as a call center owner, manager or supervisor how do you tackle this difficult challenge and avoid your numbers getting blocked? Regulatory Measures: Regulations like the Telephone Consumer Protection Act (TCPA) in the United States mandate strict compliance, influencing how and when businesses can connect with consumers.

Call Center 104

Call Center Interactive Voice Response Telecommunications Contact Center 104

Lumoa

FEBRUARY 9, 2023

How do you take action on customer experience? including an improved camera in the next generation of the smartphone) Training and new incentives to personnel to adjust their behavior (e.g. including an improved camera in the next generation of the smartphone) Training and new incentives to personnel to adjust their behavior (e.g.

Customer Experience 178

Customer Experience B2C Journey mapping B2B 178

AWS Machine Learning

SEPTEMBER 19, 2023

Multi-modal data is a valuable component of the financial industry, encompassing market, economic, customer, news and social media, and risk data. Financial organizations generate, collect, and use this data to gain insights into financial operations, make better decisions, and improve performance.

Marketing 99

Marketing APIs Engineering Analytics 99

Vistio

MARCH 11, 2024

If you work in a contact center, you know just how crucial a well-trained agent can be. Whether your agents are in sales, customer service, or any other client-facing role, the success of your business often hinges on the effectiveness of your agent’s training. But don’t worry—it’s not as daunting as it sounds.

First call resolution 52

First call resolution Contact Center Best practices Coaching 52

NobelBiz

NOVEMBER 6, 2023

In this article, we delve deep into the extraordinary ways intelligent automation is revolutionizing call centers and explore how NobelBiz’s cutting-edge solutions can enhance and amplify these game-changing benefits. Accenture predicts that AI is expected to boost productivity by 25% in the U.S. alone by 2040.

Call Center 105

Call Center Interactive Voice Response Customer Service Contact Center 105

TechSee

AUGUST 14, 2023

Follow on LinkedIn Agnes So, Head of Customer Support & Engagement at HotDoc Based in Melbourne, Agness is passionate about creating exceptional customer experiences through lean teams, self-service, and training. Their knowledge and impact is constantly reshaping the service industry. Before joining HotDoc, Agnes spent 4 years at Apple.

Customer Service 207

Customer Service Customer centricity Contact Center Consulting 207