ShepHyken

JULY 31, 2023

Each week, I read many customer service and customer experience articles from various resources. To that end, Young Entrepreneur Council members share a few key actions you can take to address negative feedback and create a positive outcome for the customer—and ultimately, your business. I can agree with most.

Customer centricity 156

Customer centricity Customer Service Chatbots Customer Experience 156

ShepHyken

MARCH 4, 2024

Each week, I read many customer service and customer experience articles from various resources. What Exactly Is Customer Experience? by Annette Franz (CustomerThink) Customer experience is the sum of all the interactions (including with product and price!) Here are my top five picks from last week.

B2C 149

B2C Customer Service B2B Marketing 149

ShepHyken

MAY 15, 2023

Each week, I read many customer service and customer experience articles from various resources. 4 Ways to Create the Authentic Relationships Customers Crave by Ed Hallen (Fast Company) In a world of infinite choices, customers remember brands that provide genuine, trustworthy, and authentic experiences.

Customer Service 162

Customer Service Self service Customer Experience Surveys 162

ShepHyken

JANUARY 28, 2024

Each week, I read many customer service and customer experience articles from various resources. What Can Disneyland Teach Us about the Customer Journey? Shrewd customer design choices, of course. I’ll sum it up this way: Don’t plan your customers’ journey without knowing the customers’ journey.

Customer Service 166

Customer Service Consulting Consulting Customer Experience 166

ShepHyken

FEBRUARY 16, 2021

Creating Customer Loyalty in a Digital World. Top Takeaways: Personalization has been and continues to be the big buzz word in the world of customer experience. Top Takeaways: Personalization has been and continues to be the big buzz word in the world of customer experience. Think about the total end-to-end experience.”.

Technology 222

Technology Personalization Customer Experience Marketing 222

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. Eric Esguerra, Vice President, Customer Service & Operations at Miele Canada Ltd.

Customer Service 251

Customer Service Chief Customer Officer Contact Center Consulting 251

TechSee

MARCH 7, 2023

Taksina Eammano, EVP & GM Field Service, Salesforce – Taksina is leading the conversation in applying AI and workflow to manage cost and improve field service outcomes while improving customer experience in the SFDC Field Service Customers. Her Great Grandmother was a Wyoming homesteader.

Chief Customer Officer 207

Chief Customer Officer Contact Center Telecommunications Finance 207

ShepHyken

DECEMBER 27, 2021

Each week I read many customer service and customer experience articles from various resources. Five Tips For Creating A Successful AI-Driven Customer Winback Strategy by Raviteja Sidda. My Comment: The stats say it’s less expensive to keep customers than to get new ones. But, what happens when the customers leave?

Customer Service 181

Customer Service Coaching Marketing Call Center 181

CSM Magazine

APRIL 22, 2024

Explore key trends in online gambling customer service, including AI integration, personalization, and enhanced security, shaping the future of player satisfaction and loyalty. By analyzing this data, operators can customize their interactions with customers.

Customer Service 52

Customer Service Entertainment Chatbots Analytics 52

TechSee

OCTOBER 9, 2018

The key to reaching this powerful demographic is by understanding that technology is central to their being. This penchant for technology has shaped their consumer behavior and preferences, and brands must tailor their customer service strategies to suit Millennials’ attributes. A day in the life of a Millennial. Sounds exhausting?

Customer Service 359

Customer Service Self service Virtual Agent Chatbots 359

ShepHyken

FEBRUARY 22, 2021

Each week I read a number of customer service and customer experience articles from various resources. CMSWire) Carole McCluskey’s late grandmother once told her that it was easier to remember the dirty jokes than the clean ones, and that is often the case with customer service, too: The bad experiences are often the most memorable.

Customer Service 350

Customer Service Customer centricity Construction Customer Experience 350

SmartAction

NOVEMBER 14, 2023

FORT WORTH, Texas, November 14 , 2023 SmartAction, a leading provider of AI-powered virtual agents for customer-obsessed brands, is thrilled to announce its recent recognition as the “Best Intelligent Virtual Agent Developer 2023 – USA” by New World Report in their prestigious Software and Technology Awards.

Virtual Agent 78

Virtual Agent Technology Contact Center Metrics 78

TechSee

MARCH 7, 2022

Let’s start with the bottom line – keeping customers satisfied is the key to a successful and profitable business. Customer experience and engagement are not buzzwords – they are solid performance indicators that continue to gain traction and are a top priority for businesses. What is Customer Self Service?

Self service 109

Self service Virtual Agent Customer centricity Chatbots 109

BlueOcean

OCTOBER 4, 2023

When one in five of your customers speak something other than English as their first language, providing bilingual customer support is critical. Without it, you risk taking a hit to your CSat scores, your brand loyalty, and your bottom line. But what mix of live agents versus AI is best for your business?

Customer Support 124

Customer Support Bilingual agents outsourcing Contact Center 124

Fonolo

MAY 23, 2023

Customer service is all about meeting and exceeding customer expectations. But did you know that hyper-personalization in the contact center is one of the best ways to delight your customers? Customers want to feel seen. And they’ll reward businesses who invest in hyper-personalized service with their loyalty.

Contact Center 106

Contact Center Personalization Analytics Chatbots 106

Balto

NOVEMBER 18, 2022

Those decisions have a far-reaching impact both in the short term and long term, particularly when it comes to what technologies the center adopts to help handle customer interactions, and how those technologies play a role in determining business success. Lower customer NPS by 5 points on average. Perspectives on investing in AI.

Contact Center 98

Contact Center Self service Metrics Surveys 98

Lumoa

FEBRUARY 14, 2024

From social media posts to Google and Yelp reviews, every buyer can recount their customer experience with your company to a global audience. It is no wonder, then, that businesses have started paying much closer attention to their customer experience (CX) strategy. Reviewing your existing CX strategy is a good place to start.

Customer Experience 83

Customer Experience Chatbots Analytics SaaS 83

Anexa BPO

SEPTEMBER 5, 2023

In today’s fast-paced digital landscape, customer service has evolved from a traditional, human-centric approach to a tech-driven, AI-powered strategy. The traditional customer service model, while effective in its time, often struggled to meet the demands of modern consumers.

Customer Service 52

Customer Service Chatbots outsourcing Customer centricity 52

TechSee

APRIL 13, 2021

Is customer service a cost center or a profit center? The traditional outlook on customer service. A cost center is a function or department – like customer service – that costs your business money to operate but doesn’t actively generate revenue. Customer service can be compared to the pit crew for NASCAR.

Customer Service 124

Customer Service Self service Upselling Sales 124

24-7 InTouch

AUGUST 8, 2023

In the rapidly evolving gaming industry, one factor stands out as a key differentiator: the quality of the player experience. This will increase satisfaction and brand loyalty. In this blog, we’re explaining why a player-centric approach works best when it comes to winning. We empower gaming brands to deliver just that.

Feedback 52

Feedback Chatbots Surveys Analytics 52

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. They are “the ones to watch” and we recommend you follow them on Linkedin, Twitter, or YouTube or try meeting them at key industry events.

Customer Service 207

Customer Service Customer centricity Contact Center Consulting 207

CSM Magazine

MAY 30, 2023

Jim Davies at Calabrio outlines 3 winning strategies for a seamless customer experience that are guaranteed to take you over the finish line in a record-setting way. It reminds me of a relay race where one of the runners is a chatbot and passes the ‘experience baton’ onto an agent to complete the final leg and win the race.

Chatbots 52

Chatbots Self service Customer centricity Contact Center 52

Kayako

MAY 13, 2022

In recent years, the rise of social media put the customer in charge of the brand conversation. As e-commerce and demand for online help expands, companies have to meet and exceed new expectations to keep customers satisfied. Fortunately, customers also like to help themselves. What Is Customer Self-Service?

Self service 110

Self service Accountability Airlines Customer Care 110

CSM Magazine

JUNE 22, 2023

Calabrio , the workforce performance company, is proud to announce it has been awarded Workforce Innovation of the Year at the 2023 Customer Contact Week (CCW) Excellence Awards. Calabrio is honoured to be recognised for empowering frontline staff, unravelling complexity, and driving impact through customer experience.

Agent Empowerment 52

Agent Empowerment Customer centricity industry standards Analytics 52

JustCall

DECEMBER 22, 2022

Let us look at perfect examples of customer loyalty. Amazon Prime membership offers one of the most remarkable customer loyalty programs. What are the strategies to increase customer loyalty? This is your customer loyalty towards them. Loyal customers ensure the continuity of your sales.

Multichannel 52

Multichannel CRM Feedback Airlines 52

TechSee

FEBRUARY 19, 2019

This year’s theme, “Intelligent Connectivity,” focuses on highly contextualized and personalized experiences , delivered when and where customers want them. Digital Transformation: Reinventing your Customer Relationships. Engaging your customers on a personal level is the key to long-term loyalty. In a nutshell.

Self service 95

Self service Telecommunications Healthcare Analytics 95

Anexa BPO

SEPTEMBER 7, 2023

Customer expectations were never as high, nor have they ever been the most influential component in shaping today’s savvy consumer. Businesses are facing an increasingly competitive environment where customer experience (CX) has become the driving force behind success. However, the paradigm has shifted.

Customer centricity 52

Customer centricity outsourcing Chatbots Engineering 52

Cisco - Contact Center

AUGUST 3, 2020

Cisco Webex Contact Center CCaaS honored for improving customer service technology and customer experience. I’m excited to announce that Webex Contact Center was among the 2020 Contact Center Technology Award winners, presented by CUSTOMER Magazine this month. Award Winner Second Year in a Row. Cloud Agility.

Contact Center 124

Contact Center Technology contact center solutions Virtual Agent 124

Global Response

JANUARY 31, 2023

In 2023, customer service can be the distinction between long-term success and brand loyalty and failure as a business. Think about it: customers have endless options to choose from, so if they have a negative customer experience, they don’t have to stick around. Seem extreme?

Customer Service 62

Customer Service outsourcing Construction Technical Support 62

Hodusoft

NOVEMBER 17, 2021

Customer care executives should be able to give them the service they anticipate. The seamless experience translates to effortless delivery of support across multiple channels, and win customers for life. The ultimate guide to the omnichannel contact center software. What is an Omnichannel Contact Center? Live chat messaging.

Contact center software 98

Contact center software Contact Center Multichannel Best practices 98

The Northridge Group

MAY 2, 2023

ChatGPT, short for Chat-based Generative Pre-trained Transformer, is a state-of-the-art artificial intelligence (AI)-powered natural language processing (NLP) model created by OpenAI, a company co-founded in 2015 to advance digital intelligence in the way it can interact with humans. and most recently (at presstime) GPT-4.

Contact Center 67

Contact Center B2C Chatbots B2B 67

Fonolo

NOVEMBER 30, 2021

If you were a brick-and-mortar-only business pre-pandemic, chances are you quickly pivoted to provide online shopping options for your customers. If you were a brick-and-mortar-only business pre-pandemic, chances are you quickly pivoted to provide online shopping options for your customers. Not sure how? Follow these 6 steps.

Customer Service 87

Customer Service Agent burnout Contact Center First call resolution 87

JustCall

MARCH 9, 2023

Organizations are using an AI call coach for sales reps looking to improve their job skills and enhance their training. In fact, middle-ranked agents are incrementally benefiting from an AI coach to improve their performance. Advantages of an AI call coach for Sales Managers 1.

Coaching 52

Coaching Call Center Construction Best practices 52

Anexa BPO

OCTOBER 7, 2022

AI is being used to capture, analyze, and utilize personalized customer data at scale, and further to understand, shape, customize and optimize the customer journey. Cutting-edge companies are building what are referred to as “intelligent experience engines” to deliver high-quality customer experiences.

Marketing 52

Marketing Engineering outsourcing Banking 52

JivoChat

JULY 27, 2021

But e-commerce brought about a disconnect in the way businesses and customers interacted. Customers once again desire that human connection, even when shopping online. Getting new customers, and keeping customers you already have, requires purposefully engaging them. What is a Customer Engagement Strategy?

Gamification 52

Gamification Chatbots Sales Feedback 52

BlueOcean

AUGUST 9, 2021

In fact, many recent developments promise to reshape the landscape of customer service completely. We dug into their sentiments and expectations about the future of five key contact center technologies. Simply request pricing for our outsourced customer care solution. Contact Center Data Analytics.

Contact Center 62

Contact Center Technology outsourcing At home agents 62

TechSee

OCTOBER 29, 2019

Self-service is finally coming of age, with leading enterprises embracing the paradigm of customers helping themselves. Walmart axed its Mobile Express Scan & Go self-checkout experience due to negative feedback from customers. Customers demand simplicity. Determine when customers want self-service. Context is key.

Self service 95

Self service Enterprise Customer effort Multichannel 95