TechSee

JUNE 16, 2022

Customers expect better and faster pre and post purchase services. Whether they need help setting up a new device or to repair a damaged product, the way in which these interactions are handled are at the heart of customer satisfaction. Paul Husar, Senior Call Center Manager at LG Electronics.

Customer Service 251

Customer Service Chief Customer Officer Contact Center Consulting 251

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. and the U.K.,

Customer Service 190

Customer Service Call Center Customer Experience Customer Support 190

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. We received overwhelmingly positive feedback last year, so we’re back with another edition – this time even bigger and better!

Customer Service 207

Customer Service Customer centricity Contact Center Consulting 207

ShepHyken

DECEMBER 23, 2022

This week, we feature an article by Mitel , a company that works with teams by supporting their communications and technology needs so that they can provide the best customer experience possible. They share their top 5 unified communications predictions for 2023. Top 5 UC Predictions for 2023. Predictable.

Surveys 173

Surveys Education Enterprise Technology 173

delighted

MARCH 28, 2024

With tens of thousands of customers using Surveys after our October 2023 launch, we’re incredibly excited to announce a pivotal enhancement to the product: AI Recommended Questions. Powered by Qualtrics AI , AI Recommended Questions is the ultimate survey creation assistant. It makes the edit/create process easy!”

Surveys 64

Surveys Feedback Personalization Management 64

TechSee

OCTOBER 9, 2018

On her way out, she checks with Alexa whether her shoes have been shipped by Amazon, grabs her ear buds, sets her smart home security system, and rides her electric scooter to her WeWork shared office space, stopping briefly at the local convenience store to pick up her morning coffee. They demand highly convenient and fast service.

Customer Service 359

Customer Service Self service Virtual Agent Chatbots 359

CSM Magazine

APRIL 17, 2024

In today’s always on economy, customer experience managers face the challenge of meeting consumer expectations round-the-clock. Enter chatbots – the tireless, automated assistants revolutionizing customer service. But not all bots are created equal.

Chatbots 52

Chatbots Analytics Accountability Feedback 52

TechSee

JULY 17, 2023

Service leaders are increasingly looking towards AI to stay ahead, or even just to stay afloat. Language Models (LLMs) have emerged as a powerful tool with the potential to revolutionize customer service, automating responses, personalizing experiences, and enhancing operational efficiency.

Best practices 109

Best practices Customer centricity Chatbots Education 109

ShepHyken

DECEMBER 30, 2019

Each week I read a number of customer service and customer experience articles from various resources. Using Social Media to Connect with Your Most Loyal Customers by Michael A. My Comment: Want to get even closer to your most loyal customers? Create a better experience for them on social media.

Customer Service 278

Customer Service Customer centricity Marketing Self service 278

DMG Consulting

MARCH 27, 2024

AI is key to modifying and enhancing WFM solutions to enable them to properly address the needs of advanced contact centers and other operating environments that handle voice and digital synchronous and asynchronous interactions.

Consulting 59

Consulting Consulting Enterprise Agent Empowerment 59

Fonolo

FEBRUARY 14, 2023

Call centers have always relied on different forms of automation to provide swift service to their clientele. By automating these simple tasks, you can lighten the load for your call center employees so they can focus on tackling more complex issues, like customer care.

Call Center 142

Call Center Interactive Voice Response call center software CRM 142

Fonolo

DECEMBER 15, 2022

Call center leaders are always looking for ways to take their operations to the next level. And that can be an undertaking, considering all the areas of the contact center that can affect performance. Below we’ll discuss some areas you can address when developing your call center improvement strategy.

Call Center 138

Call Center Contact center software Abandon rate Self service 138

AWS Machine Learning

JANUARY 5, 2024

This post was written in collaboration with Bhajandeep Singh and Ajay Vishwakarma from Wipro’s AWS AI/ML Practice. Many organizations have been using a combination of on-premises and open source data science solutions to create and manage machine learning (ML) models.

Management 112

Management APIs Engineering Government 112

Comm100

APRIL 2, 2024

Customer satisfaction (CSAT) scores are a vital metric for any business trying to track and improve their customer service and support. The scores provide a snapshot of how satisfied your customers are with your products or services, indicating areas of success and those needing improvement.

Wait times 89

Wait times Feedback CRM Surveys 89

Lumoa

FEBRUARY 2, 2023

Before the digital age, customer experience in retail was a completely different world. Success depended on creating an excellent physical environment for shoppers. But the need to deliver an outstanding customer experience hasn’t. This guide will dig into everything you need to know about customer experience.

Customer Experience 94

Customer Experience Chatbots Surveys Journey mapping 94

AWS Machine Learning

APRIL 18, 2024

When you’re done, you’ll wonder how you ever managed without it! The following are some of the things LMA can do: Live transcription with speaker attribution – LMA is powered by Amazon Transcribe ASR models for low-latency, high-accuracy speech to text. Check out the following demo to see how it works.

APIs 95

APIs Accountability Analytics Entertainment 95

delighted

FEBRUARY 26, 2024

Even if you’re just starting your customer experience (CX) management program, you’ve probably heard of Net Promoter Score (NPS): it’s one of the most popular customer experience metrics to measure customer loyalty and satisfaction. What is NPS? That’s all you need!

Surveys 98

Surveys Best practices Feedback Personalization 98

SmartAction

NOVEMBER 15, 2023

In today’s fast-paced business landscape, customer self-service has become a pivotal aspect of delivering exceptional customer experiences. As we look towards 2024, the world of customer self-service is at a crossroads, with new challenges and opportunities on the horizon. Or is it something else?”

Self service 97

Self service Virtual Agent Chatbots Analytics 97

Fonolo

MARCH 14, 2023

Your customers want thoughtful and empathetic service, and that’s not something you can get from technology alone. Skilled agents are key to delivering a great customer experience, and agent retention is vital to a healthy contact center. The work can be repetitive and stressful, leading to employee burnout.

Call Center 95

Call Center Contact Center Self service Contact center software 95

Playvox

APRIL 21, 2023

Customer service has gone digital — and your contact center needs to evolve with the times. As younger customers make up more and more of the marketplace, they’re shifting service preferences toward digital channels. What Is Omnichannel Customer Experience?

Customer Experience 95

Customer Experience Contact Center Self service Multichannel 95

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

TechSee

MAY 19, 2021

In the last few years, the customer service domain has experienced an awakening with the rising awareness of the benefits of delivering a good customer experience. Companies have invested in their customer service function to differentiate and personalize their brand and improve overall operational efficiency.

Technology 159

Technology Customer Service Technical Support Analytics 159

Lumoa

SEPTEMBER 30, 2022

By now, the importance of delivering a superb customer experience in banking is crystal clear. It’s estimated that financial brands that deliver a better customer experience (CX) receive twice as many recommendations. Plus, their customers are also two times more likely to try new products or services. .

Banking 94

Banking Customer Experience Big data Chatbots 94

JustCall

APRIL 3, 2024

It shows more customers are interested in your product or service. But, it also leads to chaotic calls and handling long call queues for customer support and sales teams. It can further lead to a dip in customer experience and a shrinking ROI. JustCall’s team members’ analytics can help.

Sales 52

Sales Interactive Voice Response Abandon rate Wait times 52

Help Scout

JUNE 8, 2021

Artificial intelligence (AI) shows incredible promise in 2021, but the experience of interacting with an AI chatbot is more like talking to a distracted toddler than it is to Tony Stark’s Jarvis. Still, using AI chatbots for customer service makes plenty of sense. What are AI chatbots?

Chatbots 144

Chatbots Self service Technology Customer Service 144

Lumoa

MAY 5, 2022

Most people understand the importance of creating great customer experiences —nevertheless, many struggle with the complexity of working holistically and long-term with a Customer Experience strategy. Customer Experience (CX) is far more than traditional customer service and marketing.

Customer Experience 110

Customer Experience Consulting Consulting B2C 110

SharpenCX

JULY 6, 2022

Between the massive amounts of job layoffs you’ve seen while scrolling LinkedIn, to the gas prices that, just when you think they’ve hit their peak at the pump, manage to go up again – an economic downtown seems to be on the horizon. Let’s dive into the 5 things you can do now to prepare your contact center for a recession.

Contact Center 76

Contact Center Self service Chatbots Call Center 76

CSM Magazine

OCTOBER 17, 2023

Hybrid working and Artificial Intelligence (AI) are revolutionising the role of the agent worldwide but UK contact centres believe it takes more than technical training to build a highly effective team. These are trends that apply equally to the world of customer service. UK contact centres are a practical bunch.

Customer centricity 52

Customer centricity Coaching Employee engagement Surveys 52

Fonolo

JANUARY 19, 2023

In the era of the “great resignation” and in an industry with record staff turnover, employee retention is on every manager’s mind. TIP: Tools like Fonolo Voice Call-Backs relieve agent stress and keep customers off hold by offering call-backs during call spikes. Agents can feel like they’re putting out fires all day long.

Call Center 155

Call Center Brand ambassadors Contact Center Chatbots 155

Lumoa

NOVEMBER 7, 2022

And just like these new phrases have become commonplace now, new customer experience trends are popping up as well. Not only has the world changed, but technology has improved, and companies have been finding new ways to provide customers with a great experience. I’ve been self-isolating” would be equally unusual.

Customer Experience 83

Customer Experience Feedback Surveys Analytics 83

SmartAction

SEPTEMBER 16, 2022

Companies such as Google and Amazon are continually bringing new iterations of conversational AI technology into the mainstream and integrating different applications of machine learning into our everyday lives. Conversational AI is making the contact center and customer service industries better than ever.

Interactive Voice Response 89

Interactive Voice Response Virtual Agent Contact Center Engineering 89

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?

Journey mapping 62

Journey mapping Banking Analytics Sales 62

Comm100

JANUARY 11, 2023

The State of Automated Customer Service in 2023. As a result, customer service expectations are now sky-high as consumers demand the very best support – and will even switch brands for better service. Meeting today’s high customer service expectations can be a challenge.

Customer Service 81

Customer Service Chatbots Healthcare Wait times 81

Global Response

DECEMBER 21, 2023

Does customer service really impact how your audience views your brand? Take a look for yourself: 3 out of 5 customers say that good customer service is necessary for them to feel loyal to a brand. 93% of customers are more likely to remain loyal to companies who have great customer service.

Customer Service 62

Customer Service outsourcing Chatbots Abandon rate 62

Playvox

JANUARY 11, 2024

Managing forecasting, scheduling, and agent productivity in a call center is a lot like searching for the fountain of youth. While we don’t have a roadmap to the proverbial fountain, we can help steer you in the right direction for better call center workforce management (WFM). But getting to this nirvana is no picnic.

Call Center 52

Call Center Schedule adherence call center workforce Management 52

Playvox

FEBRUARY 20, 2024

However, managing remote teams effectively comes with its own set of challenges. It also provides employees with more flexibility and a better work-life balance, as they can create their own schedules and avoid long commutes. First, let’s define remote work.

Management 88

Management Gamification Calibration Quality management 88

Fonolo

NOVEMBER 17, 2020

Agents are responding with genuine empathy and care because they are as worried and concerned as their customers about this pandemic and its impact.”. And contact centers were utterly overwhelmed in the floods of anxious customer calls. We need to find ways to make it better instead of trying to stamp it out.

Contact Center 176

Contact Center Gamification Call Center Average Handle Time 176