ShepHyken

MAY 27, 2022

This week, we feature an article by Sowmya Juttukonda, content developer & digital media specialist at Knowmax , a knowledge management system to enhance customer service. She shares how organizations can create an environment that motivates employees to become more productive and improve customer experience.

Customer Support 315

Customer Support Employee engagement Call Center Scripts 315

ShepHyken

NOVEMBER 4, 2022

This week, we feature an article by Baphira Wahlang Shylla, a digital marketer at Knowmax , a SaaS company that provides knowledge management solutions for various industries that are seeking to improve their customer service metrics. She shares how BPOs can enhance your customer experience.

Customer Experience 162

Customer Experience Scripts Self service outsourcing 162

C3Centricity

MARCH 12, 2024

The answer is that a business can benefit from technology in this digital age to attract high-quality traffic and engage customers effectively. This guide is for all executives who recognize the critical role that strategic, data-driven customer engagement plays in their company’s success.

Entertainment 90

Entertainment Engineering Marketing Analytics 90

Comm100

MARCH 20, 2024

When done right, digital communication offers governments and agencies the opportunity to build, maintain, and restore trust. Canada, and the UK, and offers insights into how digital communication can play a pivotal role in reversing this trend. Read on to find out how to increase trust in government institutions and agencies.

Government 75

Government Chatbots Self service Wait times 75

ShepHyken

DECEMBER 7, 2023

This week, we feature an article by Niraj Ranjan Rout, Founder and CEO of Hiver , a customer experience platform that helps teams collaborate and communicate across departments. He talks about how amazing customer experience can be sustainable. Customer experience (CX) has become a core operational necessity.

Call Center 149

Call Center Transportation Upselling Education 149

ShepHyken

DECEMBER 21, 2020

Each week I read a number of customer service and customer experience articles from various resources. How to Provide the Best Possible Customer Experience? GISuser) If you don’t have a well-planned customer service strategy, you are highly likely to lose business. million customers.

Airlines 388

Airlines Customer Service Advertising Customer Experience 388

Beyond Philosophy

FEBRUARY 19, 2022

” It would be best if you had a “really great idea” and an idea of how it will drive numbers for the organization. I have learned a lot about how to win over senior executives. Key Ideas to Improve your Customer Experience. Please tell us how we are doing! Executives live by numbers. .”

Consulting 195

Consulting Consulting Surveys Customer Experience 195

Beyond Philosophy

AUGUST 28, 2021

By using the way humans respond to information as a guide, you can change the reaction your email creates in people, and get them to respond more. Key Ideas to Improve your Customer Experience. Framing explains how the presentation of information is never neutral and how that affects people’s reaction to it.

Consulting 195

Consulting Consulting Surveys Customer Experience 195

ShepHyken

OCTOBER 29, 2021

is a content developer and a digital media strategist at Knowmax. She shares how companies can choose the call center software that fits their customer support teams. If you wish to impress your customers or live up to their expectations, you need a call center tool that enables effective work. Omnichannel? .

call center software 194

call center software Call Center Customer Support Scripts 194

TechSee

APRIL 9, 2024

In the world of customer service and technical support, a significant challenge often goes unaddressed: the visual gap. This gap represents the disconnect between customers and service agents, where words fail to convey the full picture of an issue or solution. Enter visual assistance, a game-changer for both customers and providers.

Technical Support 124

Technical Support Metrics Technology Customer Service 124

Beyond Philosophy

DECEMBER 11, 2020

When I was in corporate life, my boss asked me to improve the Customer Experience and do it for the least cost. what is a Customer Experience?” This idea was revolutionary in that day, but today, the business world has more or less accepted that emotions are a significant part of interactions with customers.

Customer emotions 436

Customer emotions Management Journey mapping Customer advocacy 436

ShepHyken

OCTOBER 14, 2022

This week, we feature an article by Christopher Jan Benitez, a freelance writer who specializes in digital marketing. He shares the importance of developing online training resources for your customer service team and how to implement one for the success of your business. Why Your Customer Service Needs Online Training

Customer Service 181

Customer Service Customer Support Marketing Metrics 181

ShepHyken

NOVEMBER 2, 2023

She writes about how you can align customer service and sales in your organization. More often than not, when we think of customer service, we tend to picture post-purchase tasks and activities, such as returns, refunds, exchanges, delivery information, and the like. Are you interested to find out how you can achieve this?

Sales 144

Sales Customer Service CRM Marketing 144

ShepHyken

APRIL 15, 2022

This week, we feature an article by Manpreet Chawla, senior digital marketing specialist at Knowmax , a knowledge base management solution for enterprises looking to provide exceptional customer experience to their customers via enhanced agent satisfaction. Top 5 ways to create a robust customer experience strategy .

Customer Experience 175

Customer Experience Customer Support Enterprise Scripts 175

Lumoa

JANUARY 15, 2024

When customers shop in physical stores, they might have several questions about a product: Is it available in a different size? The scenario is now much the same for online customers who increasingly expect a seamless, personalized experience. But it also allows agents to handle several customer queries at once.

Customer Experience 83

Customer Experience Chatbots Best practices Metrics 83

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. As the Head of Customer Support and Engagement at HotDoc, she is responsible for leading the customer support and engagement strategy.

Customer Service 207

Customer Service Customer centricity Contact Center Consulting 207

Totango

JANUARY 2, 2024

In an era when customer success (CS) has become pivotal, it’s no longer enough to have a team dedicated to CS. More importantly, you need an organizational strategy that ensures your customers don’t just come to you but stay, thrive, and become your biggest promoters.

Automotive 99

Automotive Journey mapping Self service Sales 99

ShepHyken

SEPTEMBER 23, 2019

Each week I read a number of customer service and customer experience articles from various resources. How To Tell If A Customer Service Agent Will Help You by Christopher Elliott. After all, the title is “How to Tell if a Customer Service Agent Will Help You.” Then read this article.

Journey mapping 250

Journey mapping Customer Service B2B Analytics 250

ShepHyken

DECEMBER 13, 2021

Each week I read many customer service and customer experience articles from various resources. Please Hold: How AI Is Changing Customer Service in Call Centers by Defined.ai. VentureBeat) Excellent customer service is vital to the long-term success of any business. The study, which examined 3.7

Customer Service 194

Customer Service Call Center Customer Experience Customer Support 194

NobelBiz

NOVEMBER 20, 2023

In an era defined by digital communication, mastering the art of business calls is non-negotiable. Welcome to the definitive guide on setting up a Virtual Phone System (VPS) – your ticket to seamless, efficient, and customer-centric communication.

Interactive Voice Response 103

Interactive Voice Response voip contact center solutions Contact Center 103

NobelBiz

MARCH 26, 2024

While there’s no one-size-fits-all solution to address all operational and customer-related challenges for businesses, Customer Experience Automation (CXA) has emerged as a compelling strategy for a lot of businesses these days. Table of Contents What Is Customer Experience Automation (CXA)?

Best practices 52

Best practices Interactive Voice Response Customer Experience Contact Center 52

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. Looking back to 2021, when Anthropic first started building on AWS, no one could have envisioned how transformative the Claude family of models would be.

Benchmark 135

Benchmark Finance Engineering Enterprise 135

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. It represents a holistic approach that is aimed at transforming call center functions into a streamlined, customer-focused powerhouse.

Best practices 104

Best practices Call Center Interactive Voice Response First call resolution 104

Global Response

MARCH 27, 2024

An effective call center script balances consistent service quality with personalized customer interactions. The script should serve as a guide rather than a rigid framework. While customer service scripts are incredibly useful and beneficial, they can also be challenging to create. This helps diagnose the issue quickly.

Scripts 62

Scripts Call Center Customer Service Coaching 62

Fonolo

AUGUST 17, 2021

To optimize your call center’s performance, you need to think about improving your customers’ experience. After all, customer-centric companies are 60% more profitable. While incredible customer service should always be a call center’s goal, it shouldn’t be your only goal. But it’s not enough. But it’s not enough.

Call Center 156

Call Center Abandon rate Average Handle Time First call resolution 156

Solvvy

SEPTEMBER 7, 2022

Customers want accuracy, speed, and convenience when they’ve got an issue that needs to be resolved. That makes great CX essential, and we all know it when we experience it. How are brands stepping up and meeting these higher customer expectations? R etain and delight customers over time.

Customer Support 106

Customer Support Self service Engineering Analytics 106

SharpenCX

OCTOBER 15, 2023

And while the ultimate goal is to use AI and automation to improve the customer experience , there are other factors to consider as well to ensure it is usable and brings value. Some will reap the benefits right away, but others will likely flounder trying to figure out how and where to use it.

Contact Center 67

Contact Center Interactive Voice Response Virtual Agent Technology 67

NobelBiz

MARCH 19, 2024

Call center dashboards provide the kinds of insights and metrics that contribute to having improved agent performance and more successful campaigns. These digital command centers offer a comprehensive overview of operations, enabling supervisors to make informed decisions in real-time.

Call Center 59

Call Center Average Handle Time Abandon Call Contact Center 59

Comm100

JANUARY 17, 2024

Lean into Automation – Transforming Customer Service with AI & Human-Bot Harmony In a world where immediacy and personalization have become the cornerstones of brand communication, the realm of customer service is undergoing a revolutionary transformation. How does it benefit organizations and customer experience?

Customer Service 74

Customer Service Chatbots Customer centricity Feedback 74

TechSee

MARCH 24, 2021

With the new digital-first mentality, the need for remote support and enhanced customer engagement, brands are recognizing the need for a visual-first strategy for acquiring and keeping their customers. Guided visual assistance. Yes, the Visual Transformation journey is already underway. What is visual engagement?

Self service 109

Self service Upselling Chatbots Contact Center 109

Global Response

MARCH 25, 2024

Excellent customer service aims to anticipate and meet needs before customers are even aware of them. You want to create a seamless, personalized experience. And the best way to do that is to start with a customer journey map. What is customer journey mapping? And it all starts with the customer journey map.

Journey mapping 62

Journey mapping Banking Analytics Sales 62

ChurnZero

FEBRUARY 17, 2021

Wondering what is top of mind for companies when it comes to Customer Success? Here are the top business challenges in descending order for Customer Success professionals according to TSIA, along with some recommend resources to help in each of those areas. Top 20 Business Challenges for Customer Success According to TSIA.

Best practices 78

Best practices Upselling Analytics SaaS 78

Totango

MAY 13, 2022

Choosing the best customer engagement platform for your needs can make a massive difference in the success of your SaaS business. Knowing how your customers feel and what they’re thinking is essential for their satisfaction and your revenue growth. The best way to gain this information is through customer engagement.

Enterprise 103

Enterprise Customer Support SaaS Sales 103

Comm100

AUGUST 8, 2022

Customer service is an always changing landscape. While many aspects of providing excellent customer service have held true over decades, the reality is that customer expectations have grown and shifted with technology. If you feel like you need to catch up on what chatbots are and how they work, you’ve come to the right place.

Chatbots 77

Chatbots Customer Service Wait times Banking 77

TechSee

JUNE 10, 2021

Absolutely, your customers aren’t happy to wait for service. Of course, in-person contact puts employees and customers at risk. But even though a large proportion of truck rolls are non-value-added activities and a tremendous waste of resources, these dispatches remain a fact of life for service organizations. billion devices.

Self service 207

Self service Analytics Transportation Healthcare 207

Lumoa

MARCH 21, 2023

For example, there are plenty of good customer experience books to read if you want to learn more about customer experience. For example, there are plenty of good customer experience books to read if you want to learn more about customer experience.

Customer Experience 94

Customer Experience Chief Customer Officer Customer centricity Management 94

The Northridge Group

AUGUST 31, 2023

Customer Experience (CX) technology is evolving rapidly, leaving many businesses struggling to keep pace. AI, automation, and new technologies are changing how contact centers and customer experience work. Download Part II of Northridge's State of Customer Experience 2023 Research Report for more CX insights!

Average Handle Time 67

Average Handle Time Healthcare contact center associations Contact Center 67