ShepHyken

JUNE 30, 2017

This week we feature an article by Shaista Haque who writes about the top technology trends of 2017 that she believes will disrupt customer experience benchmarks. What comes to your mind when I talk about businesses revolutionizing their technology experience? Shep Hyken.

Government 225

Government Technology Benchmark call center software 225

ShepHyken

JANUARY 6, 2017

This week on our Friends on Friday guest blog post my colleague, Vince Jeffs, examines the hot topic of artificial intelligence (AI) and it’s impact on the customer experience. I am reading articles every week about AI and find it’s impact fascinating. Shep Hyken.

Customer Experience 217

Customer Experience Telecommunications Technology Banking 217

ShepHyken

JUNE 16, 2017

This week we feature an article by Felix Winstone who says that while technology has impacted our approach to customer service, the oldest channel of communication, voice, is the most important. Approaches to customer service are continually shifting to keep up with how people adopt new technology. Shep Hyken.

Customer Service 211

Customer Service Self service Personalization Technology 211

ShepHyken

NOVEMBER 11, 2016

This week on our Friends on Friday guest blog post my colleague, Andy Masters, shares a story that demonstrates the importance of doing a little something extra for someone with very little effort and time. How are you doing?”. You’re not going to believe this, but, the very next day after your program…well, I quit my job!

Entertainment 284

Entertainment Morale Sales Personalization 284

ShepHyken

AUGUST 4, 2017

This week we feature an article by the Strategy Institute featuring insights on key Digital Customer Experience factors from different business leaders. A customized digital experience is your opportunity to connect with the customer as an individual. . Automation and Artificial Intelligence.

Big data 189

Big data Customer Experience Personalization Technology 189

Enghouse Interactive

JANUARY 27, 2021

Trends and Realities of Successful Organizations (Blog Series). Video outperforms all other communications methods when agents and customers need to quickly resolve an issue. This blog will provide some insight into the benefits that can be extracted from video along with how. Blog #2 of 4: It’s NOT just another channel.

Contact Center 98

Contact Center Technology Customer centricity Analytics 98

Enghouse Interactive

OCTOBER 21, 2020

AI Makes It Possible (Blog Series). Blog #4 of 4 The MORE you know. How AI-Enabled Super-Agents Improve CX. As we saw in yesterday’s webinar, both enhancing the Customer Experience (CX) and understanding the Voice of the Customer (VoC) are inextricably linked… for the better. The more YOU KNOW. .

Self service 98

Self service Contact Center Benchmark Chatbots 98

Nicereply

APRIL 13, 2022

Recently, AI impact (not only in customer service) has been so high that the global AI market value might reach $267 billion by 2027. Artificial intelligence applications already impact healthcare, telecom industries, and even software development. ” Artificial Intelligence augmentation generates $2.9

Customer Service 119

Customer Service Chatbots Self service Healthcare 119

Beyond Philosophy

DECEMBER 31, 2019

With that in mind, I have some predictions for the trends in Customer Experience for 2020 and beyond. . I also shared the research I undertook in the last quarter of 2019 to position my global Customer Experience consultancy in the marketplace. . Customer Experience has matured. Ideas also get trendy.

Customer Experience 382

Customer Experience Consulting Consulting Chatbots 382

NobelBiz

APRIL 30, 2024

AI-based call centers are revolutionizing how businesses interact with their customers. The customer service you provide will either make or break your brand. From improving response times to personalizing interactions, artificial intelligence is now setting new standards in customer service efficiency and effectiveness.

Call Center 105

Call Center Chatbots Virtual Agent Contact Center 105

NobelBiz

APRIL 30, 2024

AI-based call centers are revolutionizing how businesses interact with their customers. The customer service you provide will either make or break your brand. From improving response times to personalizing interactions, artificial intelligence is now setting new standards in customer service efficiency and effectiveness.

Call Center 105

Call Center Chatbots Virtual Agent Contact Center 105

3CLogic

FEBRUARY 28, 2024

Lately, artificial intelligence (AI) is at the core of any customer-centric digital transformation. While there’s an extensive list of benefits as it pertains to GenAI, this blog will cover only one of the simpler and yet impactful use cases for GenAI — auto-call summarizations.

Contact Center 59

Contact Center Average Handle Time APIs Customer centricity 59

ShepHyken

JANUARY 22, 2023

Each week, I read many customer service and customer experience articles from various resources. How do you keep your loyal customers? My Comment: This excellent article focuses on strategies and tactics to consider for your call center. It starts with the important topic of keeping your best people.

Customer Service 120

Customer Service Contact Center Self service Consulting 120

Beyond Philosophy

NOVEMBER 30, 2023

One of my clients has done an excellent job in the last couple of years improving their customer experience. They focused their attention on the customer-facing teams at first. That would leave one group with a customer-centric mindset and the rest without one. We all know happy employees make happy customers.

Finance 195

Finance Customer centricity Accountability Technical Support 195

Eptica

JANUARY 9, 2019

Date: Wednesday, January 9, 2019 Author: Anne-Claire Bellec - Marketing Director Reviewing 2018 – our top 10 blog posts from the year. At the Eptica blog we’ve looked at all of our posts from 2018 and come up with a top 10 of the most popular and topical, based on the number of views, comments and general feedback.

Average Handle Time 89

Average Handle Time Best practices Surveys Chatbots 89

Eptica

MAY 14, 2021

Date: Friday, May 14, 2021 Author: Pauline Ashenden - Demand Generation Manager Successfully embracing AI for customer service. Author: Pauline Ashenden - Demand Generation Manager How can artificial intelligence help deliver a better customer experience and how far down the path to AI has the industry travelled?

Customer Service 72

Customer Service Chatbots Marketing Customer Experience 72

Lumoa

JULY 17, 2023

Key Drivers of Successful Customer Experience Digitization Today, businesses must continually evolve to address the needs of their customers. Embracing new technology solutions and digitizing customer experience has become a crucial part of this evolution. Optimizing your online presence 2.

Customer Experience 83

Customer Experience Chatbots Feedback Surveys 83

Playvox

FEBRUARY 16, 2024

Artificial intelligence (AI) has permeated many aspects of our work and personal lives. One of the most impactful uses is how AI is transforming customer experience (CX). How Quality Management Processes Have Shifted It could be called the perfect storm for contact centers.

Quality management 75

Quality management Contact Center Management Best practices 75

Customers That Stick

JANUARY 28, 2020

It’s no secret that artificial intelligence is already starting to impact customer service. This impact is certainly to grow immensely in size in the coming years. Here are a few tips on how to prepare your customer service teams for the coming disruption likely to be caused by artificial intelligence. #1

Customer Service 78

Customer Service Customer Experience 78

Anexa BPO

AUGUST 25, 2023

The term “AI” – or artificial intelligence – is a huge buzzword in today’s marketplace and is being thrown around quite freely. Failing to do so will overinflate expectations and negatively impact how true ML can support business operations. This is machine learning technology all the way. A bit overblown?

outsourcing 52

outsourcing Technical Support Technology Personalization 52

Playvox

MARCH 21, 2024

Let’s face it — no one contacts your contact center to tell the person who answers the phone, text, or chat to tell your organization that they love your brand, service, or product. When customer interactions are the heartbeat of business operations, one crucial factor often takes center stage – agent morale.

Morale 90

Morale Contact Center Quality management Coaching 90

Vistio

JANUARY 16, 2024

In this era of digital transformation, customer experience has become more crucial than ever before. Next-best-action (NBA) guidance is an innovative approach that enables contact center agents to provide more targeted and effective assistance to customers in real time.

Contact Center 52

Contact Center Customer Experience Average Handle Time Analytics 52

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

Cisco - Contact Center

FEBRUARY 1, 2021

Join renowned contact center industry analyst Sheila McGee-Smith and Cisco Contact Center VP/GM Omar Tawakol for a live stream on February 3, 2021, as they discuss five essential elements for the contact center platform of the future, and how Webex Contact Center delivers these. A Transporter By Any Other Name. All New Webex Contact Center.

Contact Center 110

Contact Center Transportation Customer Experience Wireless 110

Hodusoft

JUNE 12, 2024

How to Boost E-Commerce Sales with Contact Center Software “What does the sales of an e-commerce company have to do with contact center software ?” ” If this question comes to your mind, then we would like to start the blog post with a famous real-life incident covered in a recent podcast. He was absolutely right.

Contact center software 52

Contact center software Contact Center Sales Interactive Voice Response 52

Nicereply

JUNE 20, 2023

Recruiting a customer experience talent is always a challenge. If a hiring mistake is made, the impact on the team, and company, can mean delays in projects, reduced morale, or at worst a disruptive pivot of a team. Likewise, you need to understand individual candidates’ CX experience.

Customer Experience 86

Customer Experience SaaS Construction Morale 86

NobelBiz

MAY 14, 2024

Contact centers have always been at the forefront of adopting technologies that can enhance the interaction between agents and customers. Conversational analytics stands as a crucial technology in customer service. It enables businesses to dissect and understand the nuances of their interactions with customers through voice and text.

Analytics 59

Analytics Call Center Contact Center Sales 59

JustCall

APRIL 3, 2023

Introduction Have you ever called your favorite brand’s customer care number to be met with drawling, robotic menus over the telephone that only offer more questions and no resolution? A standard IVR is frustrating for about 46% of the callers , who say that the unending, pre-recorded IVRs are a terrible experience.

Interactive Voice Response 52

Interactive Voice Response Self service First call resolution Engineering 52

AWS Machine Learning

JANUARY 26, 2024

Generative artificial intelligence (AI) applications built around large language models (LLMs) have demonstrated the potential to create and accelerate economic value for businesses. Many customers are looking for guidance on how to manage security, privacy, and compliance as they develop generative AI applications.

Best practices 126

Best practices Government Engineering Accountability 126

JustCall

AUGUST 8, 2023

Artificial Intelligence (AI) in the supply chain for products has the potential to revolutionize and streamline the industry, bringing unprecedented efficiency and effectiveness. This integration of AI in logistics facilitates streamlined operations, better inventory management, and enhanced customer satisfaction.

Transportation 52

Transportation Chatbots Engineering Enterprise 52

TeamSupport

APRIL 27, 2021

Artificial Intelligence has had a massive influence on everything related to business. It’s not just the tech industry that has felt its impact, but also pretty much any other industry thanks to the versatility that is so characteristic of AI. Personalize Your Marketing. Find High-Quality Leads.

B2B 64

B2B Customer Support Marketing Chatbots 64

Peter Lavers

JULY 17, 2017

This blog coincides with the 10 th anniversary of the first signs of the Credit Crunch, which has impacted and continues to affect all our lives. I would like to complement this with my specific viewpoint as a recognised expert and influencer in Customer Experience (CX). Product-centric business models are dying.

Customer Experience 182

Customer Experience Customer centricity Management Automotive 182

OctopusTech

JANUARY 20, 2024

Chatbots have become incredibly useful tools in modern times, revolutionizing the way businesses engage with their customers. With their ability to mimic human speech, these sophisticated virtual assistants offer a smooth and effective engagement experience. What are Chatbots?

Chatbots 62

Chatbots Healthcare Finance APIs 62

Upstream Works

NOVEMBER 30, 2022

The pandemic has impacted every aspect of our lives, and the contact center is no exception. There have been several implications in this space that compound each other, with the net result being a more challenging environment for all forms of customer service. Intelligent Contact Routing to Self-Service.

Customer Experience 78

Customer Experience Chatbots Contact Center Morale 78

Noble Systems

MAY 10, 2021

Contact centers are on the front-line of customer communications, and therefore, they often define the customer experience. With more and more competition and choices for today’s consumers, keeping customers satisfied and happy is more important than ever. This total experience is often known as the ‘ customer journey ’.

Contact Center 98

Contact Center Call Center CRM Consulting 98

Expivia

FEBRUARY 18, 2024

Transforming Customer Service: The Evolution of Contact Center Outsourcing In the rapidly evolving business landscape, where technological innovation outpaces traditional business models, the contact center outsourcing industry is undergoing a monumental shift.

Customer Support 40

Customer Support outsourcing Strategic Value Contact Center 40

Upstream Works

NOVEMBER 30, 2022

The pandemic has impacted every aspect of our lives, and the contact center is no exception. There have been several implications in this space that compound each other, with the net result being a more challenging environment for all forms of customer service. Intelligent Routing to Self-Service.

Customer Experience 78

Customer Experience Self service Contact Center Chatbots 78