ShepHyken

NOVEMBER 2, 2018

This week we feature an article by Catalin Corzini who shares information about how chatbots can provide a better experience and how to customize the customer journey when using chatbots. – Shep Hyken. As we move towards big data and artificial intelligence, chatbots seem to be leading the way towards a more automated future.

Chatbots 222

Chatbots Personalization Healthcare Government 222

Call Design

SEPTEMBER 21, 2021

Contact centres represent the voice of many organisations, existing as the first point of contact for customers engaging with your organisation. While gamification is designed primarily to improve the engagement of agents, its effects upon customer service quality have already been illustrated. Data Analytics.

Gamification 78

Gamification Schedule adherence Average Handle Time First call resolution 78

TeamSupport

DECEMBER 6, 2019

As we look forward into the next decade, let's first reflect back to the previous one and the impact it had on customer support. The 2010's was a decade driven by the emergence and evolution of mobile technology, making it easier to communicate than ever before.

B2B 80

B2B Customer Support Self service Big data 80

Avaya

MARCH 23, 2017

So much so that nearly 90% of companies now compete solely on CX —a drastic increase from 36 % in 2010—and 50 % of consumer product investments are expected to be redirected to CX innovations—like attribute matching—by the end of this year. It means going beyond customer service to establish unparalleled, organization-wide relationships.

Big data 61

Big data Banking Contact Center Call Center 61

C3Centricity

AUGUST 17, 2020

But only 1% of customers feel that vendors consistently meet their expectations. 89% of consumers have stopped doing business with a company after experiencing poor customer service. RightNow Customer Experience Impact Report. Customers 2020 Report. Customer services are seen as complaint handlers.

Customer centricity 63

Customer centricity Big data Airlines Marketing 63

C3Centricity

DECEMBER 3, 2018

Every few days there seems to be another customer service disaster that fills the newspapers and goes viral on social media. These usually happen when an organisation does not adopt a customer first strategy. Almost every single organisation, big or small, recognises the importance of their customers.

Big data 59

Big data Marketing B2C CRM 59