ShepHyken

JULY 28, 2023

Social proof is a psychological phenomenon marketing teams can use to nurture brand credibility and trust. It is founded on a simple idea: when we are unsure what to do in a given situation, we look for clues in other people’s choices and—in many cases—will copy them. And how can it boost customer trust in your brand?

voip 156

voip Marketing SaaS Personalization 156

The Northridge Group

APRIL 8, 2024

For a business consulting firm like The Northridge Group, we see AI as an opportunity for our clients to improve processes, elevate employee careers, and increase customer satisfaction that leads to long-term loyalty and higher ROI. Any idea what it takes to use it? There is even a new domain replacing.com with.ai. Full stop.

Technology 105

Technology Finance Government Healthcare 105

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. The customer journey is essential to any company’s success.

Sales 307

Sales CRM Contact Center Customer retention 307

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. Let’s take a look.

Big data 62

Big data Call Center Analytics Interactive Voice Response 62

TeamSupport

NOVEMBER 30, 2023

Your company’s reputation depends on excellent customer support. Even if you utilize tools like self-help, community forums, or automation, some customer issues still require a human touch. Although hiring staff can be costly, companies can’t afford to skip it if they are concerned about customer satisfaction.

Customer Service 106

Customer Service B2B Customer Support Customer centricity 106

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? It is like a relay race, where the baton of customer queries is passed on to the right expert swiftly and efficiently. This is where escalation management comes into play.

Call Center 106

Call Center Management Wait times Contact Center 106

Interactions

APRIL 19, 2024

At the heart of every customer-centric business lies the quintessential question: “How can we improve and optimize the customer experience?” Participants explored how this approach fosters flexibility and creativity in addressing customer concerns, ultimately enhancing both customer and agent satisfaction and loyalty.

Customer Experience 62

Customer Experience Multichannel Contact Center Customer centricity 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. It represents a holistic approach that is aimed at transforming call center functions into a streamlined, customer-focused powerhouse.

Best practices 105

Best practices Call Center Interactive Voice Response First call resolution 105

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. So just what is high-quality customer service?

Call Center 62

Call Center Customer Service outsourcing CRM 62

TechSee

MAY 4, 2023

As we enter the next season of 2023, the field service industry is witnessing a significant shift towards the adoption of artificial intelligence (AI) technologies to address various customer-facing needs. The potential of AI is enormous, ranging from predicting equipment issues to optimizing technician scheduling, among other applications.

Self service 109

Self service Consulting Consulting Technology 109

CSM Magazine

FEBRUARY 6, 2024

AI-powered chatbots have made significant progress in customer service over the years. Although digital customer service solutions can be quick and efficient, they often offer generic and automated responses that are not personalised to individual customers.

Customer Service 98

Customer Service Chatbots Technology Sales 98

MiaRec

NOVEMBER 26, 2023

CX Today | MiaRec Tatiana Polyakova, COO of MiaRec , joins Charlie Mitchell of CX Today for the CX Today discussion to talk about five contact center use cases for conversational intelligence solutions.

Contact Center 61

Contact Center Quality management Customer Experience Management 61

Comm100

APRIL 10, 2024

AI is reshaping countless industries and services, and customer service is one such area that is changing for the better. We will also consider how AI algorithms are used to process customer data patterns to predict their service requirements – dealing with issues before they even arise.

Customer Service 84

Customer Service Chatbots Analytics Big data 84

TechSee

DECEMBER 9, 2020

When an agent has to log in to the ticketing system, the CRM system, and then the payment system, it takes longer for him to do his job, negatively affecting operational efficiency as well as customer satisfaction. Unattended RPA generally works autonomously in the background, such as monthly invoice processing or customer reminders.

Contact Center 109

Contact Center Technical Support Metrics CRM 109

C3Centricity

JANUARY 30, 2024

Difficult customers! Every business has them, and no one likes to get customer feedback that is challenging to handle. So what’s the secret to turning difficult customers into loyal advocates? You may never have considered this, but customer complaints are actually a gift! Customers expect you to put things right.

Feedback 90

Feedback Best practices Customer retention Analytics 90

TechSee

AUGUST 15, 2021

decrease in customer satisfaction . Using Visual Assistance as a Solution to Successful Warranty Cost Management. Both see the same physical environment, and the OEM agents or technician can use the power of video, Augmented Reality and Computer Vision AI to guide the dealer. B2B Warranty Cost Management Using Vision.

Management 207

Management Self service B2B Contact Center 207

Global Response

MARCH 25, 2024

Excellent customer service aims to anticipate and meet needs before customers are even aware of them. And the best way to do that is to start with a customer journey map. What is customer journey mapping? Customer journey mapping is a visual representation of every experience customers have with you.

Journey mapping 62

Journey mapping Banking Analytics Sales 62

AWS Machine Learning

NOVEMBER 26, 2023

Today, we are excited to announce three launches that will help you enhance personalized customer experiences using Amazon Personalize and generative AI. Whether you’re looking for a managed solution or build your own, you can use these new capabilities to power your journey.

Personalization 103

Personalization Customer Experience APIs Entertainment 103

Lumoa

DECEMBER 19, 2023

Have you ever thought about how some businesses manage to analyze thousands of customer reviews and feedback quickly? Customer feedback is a precious resource for understanding what’s effective and what needs improvement. The secret lies in the capabilities of AI and its proficiency in conducting sentiment analysis.

Feedback 83

Feedback Banking Chatbots Automotive 83

AWS Machine Learning

APRIL 24, 2024

In this post, we share how we analyzed the feedback data and identified limitations of accuracy and hallucinations RAG provided, and used the human evaluation score to train the model through reinforcement learning. To increase training samples for better learning, we also used another LLM to generate feedback scores.

Engineering 98

Engineering Feedback Construction Analytics 98

SmartAction

APRIL 11, 2024

Virtual voice agents can be a blessing or a curse for your customers. Use a natural, empathetic voice. If all of your customers are senior citizens, use a more mature voice. Use your CRM. If the caller isn’t already in your database, collect their name at the beginning so you can use it to personalize interactions.

Virtual Agent 67

Virtual Agent Interactive Voice Response Call flow Contact Center 67

Real Blue Sky

MAY 31, 2023

The Key to Unveiling Hidden Opportunities and Improving the Customer Experience Have you ever wondered what it’s like for a customer to do business with your brand? Quite simply, customer journey mapping is the journey our customers take when trying to do business with us. But that’s not all!

Journey mapping 96

Journey mapping Airlines Customer Experience Customer centricity 96

Lumoa

AUGUST 8, 2023

Effectively analyzing survey results can provide numerous benefits, such as enhanced customer satisfaction, increased sales, and improved brand loyalty. So, if you’re ready to transform your customer feedback into a driving force for positive change, dive into this article and learn how to make the most of your customer surveys!

Surveys 83

Surveys Feedback Banking Best practices 83

Nicereply

FEBRUARY 2, 2024

Customer success is central to the success of a business. The more customers experience success with your product, the more they’ll use it and recommend it to others. Customer success has become a key priority for businesses lately because of the intense competition in most industries. What is Customer Success?

Education 59

Education Accountability Customer retention Journey mapping 59

COPC

OCTOBER 24, 2023

In last month’s article , we looked at how coaching customer satisfaction (CSAT) to a number may lead to wasted time and effort, employee dissatisfaction, and difficulty improving CSAT results. Before we get into some of the math, I’ll use an example that makes the reasoning behind this easy to understand.

Metrics 92

Metrics Coaching Average Handle Time Consulting 92

Toister Performance Solutions

OCTOBER 12, 2023

Imagine two customers call a contact center at the same time. The two reps taking their respective calls follow the same routine: Listen to the customer Apologize for the issue Solve the problem The only difference is how each rep communicates. Alton uses general language. Laura uses more concrete language.

Accountability 108

Accountability Contact Center Customer Service Management 108

Hodusoft

JULY 19, 2023

In-Depth Guide: Inbound Call Center Software Inbound call center software is an essential tool for delivering optimal customer service. It is designed to help businesses in efficient management and handling of large volumes of incoming customer calls. We are going the cover the following points- What is inbound call center software?

call center software 98

call center software Call Center Interactive Voice Response Average Handle Time 98

Nicereply

JANUARY 17, 2024

In today’s hyper-connected world, where customers wield more power than ever before, businesses face an unrelenting challenge: customer complaints. Did you know that, on average, dissatisfied customers will share their negative experiences with 9-15 people ? Why solve customer complaints?

Complaint resolution 105

Complaint resolution Scripts Feedback Wait times 105

JustCall

JANUARY 23, 2024

Handling customer issues is a monumental task that every company faces. With aspects like multichannel support and varied products and services into account, businesses need a streamlined platform to reach customers and address their needs on time. It may deal with customer queries, internal tech issues, and so on.

APIs 52

APIs Chatbots Multichannel Accountability 52

Totango

SEPTEMBER 23, 2021

What is CSAT , what is it good for and how do you track it and use it? In this post, we’ll focus on this important customer satisfaction metric. We’ll discuss how to measure CSAT within the context of your customer lifecycle. Research has shown that scores in this range correlate highly with customer retention.

Surveys 98

Surveys Metrics Benchmark Wait times 98

OctopusTech

MARCH 22, 2024

Chatbots are artificial intelligence-powered virtual assistants that simulate human conversations with customers through messaging apps. Artificial intelligence (AI) Chatbots have rapidly gained popularity in recent years, revolutionizing how companies interact with customers. How do businesses use Chatbots?

Chatbots 62

Chatbots Marketing Abandon rate Healthcare 62

delighted

AUGUST 3, 2021

As our customers expand their experience management programs to multiple touchpoints across the customer lifecycle, they’ve let us know that they’d like a bit more flexibility in the rating scales at their disposal. When to use a 3-point vs a 5-point satisfaction survey. 3-point CSAT scale score calculation.

Surveys 98

Surveys Best practices Customer effort Benchmark 98

VirtualPBX

NOVEMBER 8, 2023

Whether it’s a flooring manufacturer, a financial services firm, or a digital healthcare solutions company, a reliable and feature-rich communication system is vital to streamline operations and boost customer satisfaction. Enhancing Connectivity for a Flooring Manufacturer Company: Great Wall & Floors Inc. We work from home.

Healthcare 98

Healthcare APIs Customer centricity Accountability 98

Hodusoft

MAY 10, 2023

In today’s business landscape, call centers serve as the primary channel for communication with customers, providing them with product and service information and support. This is because many businesses have had to shift to remote work and rely more heavily on customer support services. between 2021 and 2026.

Call Center 100

Call Center Abandon Call Interactive Voice Response call center software 100

Nicereply

APRIL 5, 2022

In 67% of cases, a poor customer experience is the main reason for customer churn. We often deploy powerful tools such as CSAT surveys to measure Customer Experience. It is no surprise at all – CSAT surveys can tell us many things about customers’ thoughts. Tell us more about your experience.

Surveys 98

Surveys Feedback Customer Support Customer Experience 98

TeamSupport

JULY 25, 2023

As a customer support leader, you know how important it is for your customers to be serviced in a timely manner. So, your company invests in the training needed to ensure your agents know the product and can help the customer use it. Siloed systems is one of the most prominent obstacles customer service teams face today.

Customer Support 98

Customer Support Chatbots Self service Customer Service 98