SharpenCX

NOVEMBER 11, 2020

Raise your hand if 2020 made you toss old customer service playbooks out the window. Customer service and ops leaders scrapped old strategies. While the change was largely unwanted and certainly uncomfortable, the customer service industry didn’t implode. Jump to: The Golden Rule of Customer Experience.

Customer Care 67

Customer Care Customer Service Self service Coaching 67

CSM Magazine

JANUARY 17, 2022

As a customer service manager, you’ve got to be on top of your game to deliver solid results. From supervising employees, monitoring customer feedback to integrating new ways to retain existing customers, you wear a lot of hats on the job. Read further for the top trends in the customer service industry for 2022.

Customer Service 52

Customer Service Self service Feedback Customer Care 52

TechSee

JUNE 25, 2019

It seems like every company in every industry wants to harness the power of AI to enhance operations and positively impact the lives of their customers. A Tata Consultancy Services survey found that 31.7% of major companies around the world are currently using AI customer service technologies, the second most common use of AI after IT.

Technology 122

Technology Customer Service Gamification Contact Center 122

Call Experts

APRIL 14, 2023

IVR systems are designed to streamline communication and customer service for businesses through automation and simplifying interactions with callers. Typically, it uses pre-recorded voice prompts and touch-tone or voice recognition inputs to provide callers with self-service options. How Do IVR Systems Work?

Interactive Voice Response 52

Interactive Voice Response Self service Wait times Call Center 52

Lumoa

JUNE 23, 2021

Did you know that American businesses risk losing a whopping $494 billion in revenue from poor customer care? In the age of smartphones, where support is only a click away, consumers have massive expectations when it comes to customer service.

Cloud contact 83

Cloud contact Interactive Voice Response Contact Center Chatbots 83

Interactions

MARCH 28, 2019

Done well, conversational AI will efficiently handle customer service requests, avoid long hold time, and customer frustrations. Embedding AI into customer service will reduce OPEX. Today, there are hundreds of vendors claiming to offer AI-driven solutions for customer care.

Self service 63

Self service Contact Center Multichannel Customer Care 63

Serenova

FEBRUARY 3, 2020

AI is also advancing predictive analytics, data analytics, customer sentiment analysis and workforce optimization (WFO). Cloud and contact center-as-a-service (CCaaS) will grow at nearly 15% year-over-year through 2025, according to MarketWatch. It’s the foundation of positive agent and customer experience. Self-service.

Interactive Voice Response 40

Interactive Voice Response Self service Contact Center Analytics 40