ShepHyken

JUNE 19, 2020

An “unsupervised” AI bot has led businesses to receive sudden surges in negative feedback, bad reviews, and increased churn. Every customer in the world, including myself, will always choose “talk to a person” or “connect to a representative” as the first choice over a call. Despite the hype, commercial AI is still maturing.

Customer Service 200

Customer Service Feedback Marketing Technology 200

Nicereply

DECEMBER 3, 2019

In late 2008 Malcom Gladwell published his book Outliers: The Story of Success. Great customer service agents are able to understand when these unusual situations arise and are quick to come up with workarounds or other creative ways to still provide a great customer experience. Remember, this is only temporary.

Customer Service 74

Customer Service Metrics Customer Support Construction 74

Callminer

JANUARY 18, 2021

A 2008 report by CFI group explained that when customer service professionals are perceived to converse softly and clearly, they resolve customer issues 88% of the time. Let your operations team handle real-time management. The team leader has to manage the overall performance of the agent.

Best practices 226

Best practices Call Center Contact Center Scripts 226