ShepHyken

APRIL 2, 2018

Each week I read a number of customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. Forced to listen to fake-happy ‘customer care’ puppets reading from scripts? Here are my top five picks from last week. Yes and yes!)

Customer Service 135

Customer Service Self service Surveys Scripts 135

CSM Magazine

NOVEMBER 10, 2021

The best chatbot initiatives start with good planning. When combined with the latest Workforce Engagement Management (WEM) solutions, chatbots have the power to improve workforce flexibility, employee satisfaction and the customer experience all in one go. Step-by-step guide to scaling chatbots successfully.

Chatbots 52

Chatbots Scripts Analytics Coaching 52

Comm100

JULY 20, 2021

That is why both chatbots and live chats have been on a steep incline of adoption by online businesses since they both offer unique benefits that email and phone support don’t. Chatbots represent automation, efficiency, and logic. What is a chatbot? That’s what chatbots are all about. . Why are chatbots relevant today?

Chatbots 57

Chatbots Customer Service Scripts Morale 57

CSM Magazine

SEPTEMBER 6, 2023

In this article, let us look at three common factors behind client discontent. No one wants to waste time calling a helpline number and dealing with an agent who follows a script. These days, many websites even offer AI chatbots that can troubleshoot and help answer basic questions. Poorly Designed Websites Think about it.

Customer Care 98

Customer Care Scripts Engineering outsourcing 98

Outsource Consultants

JULY 17, 2018

An article by Krysta Gahagen gives an example of a coffee shop that had a mechanical problem with their coffee maker. This involves allowing and encouraging anticipation of customer needs, removing the strict adherence to scripted responses, and completing all remaining tasks necessary after helping customers. We can help!

Morale 52

Morale Scripts Contact Center outsourcing 52

Lumoa

JANUARY 15, 2024

This article will explore ways to leverage conversational commerce to improve customers’ experiences with your brand. In This Article: What is Conversational Commerce? Conversational commerce is all about interacting with customers through various communication tools, like live chat, chatbots, and contact centers.

Customer Experience 83

Customer Experience Chatbots Best practices Metrics 83

Vistio

MARCH 25, 2024

As AI’s impact continues to ripple throughout virtually every industry, one area where artificial intelligence (AI) has sparked a lot of optimizing is customer service, where CX leaders are imagining a world in which AI-powered chatbots can respond to any customer inquire through automated messaging services.

Customer Service 52

Customer Service Chatbots Scripts Analytics 52

Comm100

MARCH 7, 2019

Chatbots have quickly moved from lofty vision to technological reality. In fact, 61% of consumers think that chatbots are the future of customer service. However, as chatbot technology has advanced and become more nuanced, gaps still remain between the promise of value and its actual delivery. Reserve my seat.

Chatbots 52

Chatbots Scripts Technology Benchmark 52

ShepHyken

MAY 27, 2022

This week, we feature an article by Sowmya Juttukonda, content developer & digital media specialist at Knowmax , a knowledge management system to enhance customer service. Intelligent virtual assistants or chatbots can be trained much more quickly than human employees and can offload their work.

Customer Support 315

Customer Support Employee engagement Call Center Scripts 315

ShepHyken

APRIL 15, 2022

This week, we feature an article by Manpreet Chawla, senior digital marketing specialist at Knowmax , a knowledge base management solution for enterprises looking to provide exceptional customer experience to their customers via enhanced agent satisfaction. Read Shep’s latest Forbes article: How To Beat The Stock Market By Four Times.

Customer Experience 175

Customer Experience Customer Support Enterprise Scripts 175

Comm100

MARCH 7, 2019

Chatbots have quickly moved from lofty vision to technological reality. In fact, 61% of consumers think that chatbots are the future of customer service. However, as chatbot technology has advanced and become more nuanced, gaps still remain between the promise of value and its actual delivery. Reserve my seat.

Chatbots 40

Chatbots Scripts Technology Benchmark 40

Kayako

MARCH 7, 2019

If you’ve had a customer support interaction recently, did you speak with a real person or a chatbot? Chances are that your request has been handled by a chatbot instead of a person. For example, Statista reported that the size of the chatbot market worldwide in 2016 was worth about $190.8 billion in 2025.

Chatbots 50

Chatbots Customer Support Upselling Scripts 50

Global Response

MARCH 20, 2023

In this article, we’ve gathered tried-and-true techniques from our team of experts to help you calculate—and reduce!—your Understanding why scripts and knowledge bases should be improved is just the first step, though—how should companies actually begin to do so? What scripts or key language or techniques were used in these calls?

Average Handle Time 62

Average Handle Time Scripts Call Center Interactive Voice Response 62

Aspect

APRIL 20, 2018

For a company that is trying to decide whether to use chatbots to serve customers, those questions matter. Because companies know that interactions are probably going to begin with a question, they need to program customer service chatbots to determine the intent of the message — i.e., what it is the customer wants.

Chatbots 51

Chatbots Engineering Scripts Banking 51

Lumoa

NOVEMBER 30, 2022

Well, this article will cover everything you need to know; from the benefits of the tech to the drawbacks, as well as several real-life use cases to inspire you. To go further, modern chatbots are now pre-empting the moments when customers require their assistance. Set up chatbots for a 24/7 contact center.

Customer Experience 83

Customer Experience Chatbots Virtual Agent Sales 83

Inbenta

DECEMBER 21, 2023

To help companies navigate the topic of Generative AI and come up with a thoughtful point of view, Inbenta developed the following article to educate readers on Generative AI, the use cases it can address, and how it can be used responsibly. But for many tech-forward companies, Generative AI initiatives are moving ahead regardless.

Chatbots 52

Chatbots Scripts Enterprise Engineering 52

ShepHyken

JUNE 12, 2020

This week we feature an article by Chloe Sesta Jacobs , Head of People & Culture at Deputy. It may be useful to create scripts so that your agents can speak with a unified voice and represent your brand as ready and prepared. F or more articles from Shep Hyken and his guest contributors go to customerserviceblog.com.

Call Center 231

Call Center Scripts Chatbots Management 231

Inbenta

OCTOBER 30, 2023

To help companies navigate the topic of Generative AI and come up with a thoughtful point of view, Inbenta developed the following article to educate readers on Generative AI, the use cases it can address, and how it can be used responsibly. But for many tech-forward companies, Generative AI initiatives are moving ahead regardless.

Chatbots 52

Chatbots Scripts Enterprise Engineering 52

Global Response

OCTOBER 2, 2023

We’ll explain—and show you how to excel at call center etiquette—in the rest of this article. Use scripts when necessary to help agents frame things positively for customers. This can look like: Providing clear scripts and protocol that can be followed for difficult calls. But how does all of that impact your business?

Call Center 62

Call Center Scripts Chatbots outsourcing 62

Nicereply

APRIL 5, 2023

In this article, we will explore how AI is revolutionizing these crucial aspects of business, delving into the innovative tools and technologies that are empowering companies to better understand, anticipate, and cater to their customer’s unique needs and preferences. How is AI Redefining Customer Engagement & Customer Experience?

Customer Experience 59

Customer Experience Interactive Voice Response Chatbots Real estate 59

COPC

OCTOBER 26, 2023

This article explores the inner workings of AI assistants, showcasing their ability to provide direct answers to customer inquiries. Ensuring Accuracy and Safety By now, everyone reading this article has likely experienced using ChatGPT. LLM interactions differ from prior generations of chatbots, which required scripted interactions.

Technology 77

Technology Customer Experience APIs Consulting 77

Netomi

MARCH 24, 2023

We notice that early-generation chatbots have limited functionality that keeps causing significant issues for its customers. In this article, we’ll go beyond the surface – under the hood, so to speak – of conversational AI platforms to identify the components that add quality mileage.

Chatbots 52

Chatbots Abandon rate Contact Center Upselling 52

Outsource Consultants

MAY 30, 2018

In a recent article , Kelsey Brazill discusses how customer expectations are shifting. Brazill’s article suggests companies utilize self-service methods, such as chatbots, in order to keep up with the increasing customer demands for instant answers. This blog post is based on an article from CustomerThink.

Contact Center 52

Contact Center Scripts outsourcing Chatbots 52

Help Scout

JULY 13, 2021

The chat bot that chats not In writing our article on AI chatbots in customer service , we tried a bunch of live bots. Use chatbots in situations with a narrow set of questions (like a menu ordering process). Be careful about scripting customer service responses too tightly. Allow for human judgement.

Customer Service 136

Customer Service Scripts Chatbots Airlines 136

Nicereply

SEPTEMBER 13, 2022

Whether you know it or not, you’ve probably recently read a news article that was written by artificial intelligence (AI). We’ve all seen the expansion of chatbots. If you have a help center filled with knowledge articles, over the next few years it will become obsolete. Can AI write a knowledge base article?

SaaS 52

SaaS Chatbots Scripts Self service 52

NobelBiz

APRIL 23, 2024

RELATED ARTICLE What is Omnichannel Customer Engagement & How to Immprove It Embracing Automation for Enhanced Efficiency Automation is revolutionizing the collections process, especially for low-balance accounts. RELATED ARTICLE What is Call Center Compliance?

Customer centricity 52

Customer centricity Contact Center Technology Telemarketing 52

NobelBiz

FEBRUARY 14, 2023

The importance of scripting and scripting tools Scripting, with its tools, is essential in reducing dead airtime in contact centers because it structures how agents handle customer interactions. Scripts provide agents with the information they need to efficiently handle common customer inquiries.

Contact Center 52

Contact Center Call flow Scripts Interactive Voice Response 52

Teresa Allen

FEBRUARY 11, 2020

Many of the traits discussed previously in this article combine to project this eagerness. Obvious scripting! Notice I said OBVIOUS scripting not all scripting. Notice I said OBVIOUS scripting not all scripting. Scripting is an important part of training, particularly in the call center environment.

Customer Service 86

Customer Service Scripts Personalization Chatbots 86

Balto

JUNE 17, 2022

Between self-service libraries and autonomous chatbots, nearly 70% of consumers attempt to resolve their issues independently before reaching out to a contact center. Agent Involvement in Flexible Scripting. Some of the best scripts are not scripts — they’re guides — and agents would agree.

Contact Center 52

Contact Center Scripts First call resolution Self service 52

CSM Magazine

JUNE 19, 2022

This could manifest from the overuse of scripts, a lack of customer service etiquette, or even with customer service agents offering wrong or inaccurate information. A CustomerThink article identified top ways customer experience affects the bottom line: Satisfied customers spend more. Failing to listen to customers.

Customer effort 98

Customer effort First call resolution Scripts Chatbots 98

Zingtree

NOVEMBER 20, 2018

Here are a few of our favorite tips from the article: 1. Chatbots let you deliver fast answers 24/7 to the questions your customers are asking frequently – the ones that might be preventing them from making a purchase. .” Learn more about custom agent scripts. Automatically answer common holiday questions.

Self service 60

Self service Scripts B2C Chatbots 60

NobelBiz

MARCH 14, 2023

In this article, we will tackle an extensive list of pain points that debt collection agencies and contact centers might face with technology and compliance solutions. Develop and implement standard call scripts that are compliant with regulations and provide consistency across all agents. Regularly review and update call scripts.

Contact Center 52

Contact Center Scripts Call Center Government 52

CSM Magazine

MARCH 3, 2022

Despite the rise of chatbots and tools to quickly solve customer issues, Harvard Business Review recently reported that 58 percent of customers prefer to call the contact center to solve urgent issues. HubSpot says 80 percent of customers reported that they have stopped doing business with a company due to a poor customer experience.

Customer Service 94

Customer Service Banking First call resolution Best practices 94

Teresa Allen

FEBRUARY 11, 2020

Many of the traits discussed previously in this article combine to project this eagerness. Obvious scripting! Notice I said OBVIOUS scripting not all scripting. Notice I said OBVIOUS scripting not all scripting. Scripting is an important part of training, particularly in the call center environment.

Customer Service 62

Customer Service Scripts Personalization Chatbots 62

JivoChat

APRIL 23, 2023

Chatbots have become a success around the world, and nowadays are used by 58% of B2B companies and 42% of B2C companies. In 2022 at least 88% of users had one conversation with chatbots. There are many reasons for that, a chatbot is able to simulate human interaction and provide customer service 24h a day. What Is a Chatbot?

Chatbots 75

Chatbots B2C Self service Banking 75

Quiq

NOVEMBER 16, 2021

Add articles on Black Friday, holiday shipping, your return policy, upcoming deals, holiday service hours, and any other questions you can get ahead of. You can use chatbots and AI in a variety of ways to reduce the burden on your team and increase customer satisfaction while maintaining a human connection your customers crave.

Customer Service 83

Customer Service Chatbots Wait times Surveys 83

The Northridge Group

MAY 2, 2023

This article was originally published on Contact Center Pipeline and can be viewed here. The most recent version of ChatGPT, which is based on GPT-4 and was released in March 2023, is OpenAI’s latest and most advanced chatbot. Will, and How, This New Technology Model Help Contact Centers? and most recently (at presstime) GPT-4.

Contact Center 67

Contact Center B2C Chatbots B2B 67