Beyond Philosophy

JANUARY 4, 2024

This year is about artificial intelligence (AI). This year is about artificial intelligence (AI). As we see it coming, I know a lot of organizations diving into AI integrations. Everybody wanted to rush headlong into the “dot.com” future. Everybody wanted to rush headlong into the “dot.com” future.

Customer centricity 243

Customer centricity Morale Finance Education 243

Totango

JANUARY 3, 2024

As we kick off 2024, it’s time to reflect on the past year and look forward to what the future holds for customer success. It’s been an exciting journey, marked by significant milestones and a ceaseless effort to support our customers in achieving their goals.

Enterprise 112

Enterprise Best practices Analytics Metrics 112

Beyond Philosophy

JULY 7, 2022

The Future of Brick and Mortar. We had a pickle about the future of brick-and-mortar after the pandemic that I thought I would share with you, too. Customer Science is the integration of artificial intelligence (AI), customer data, and behavioral science. How can these retailers benefit from the new technologies? Almost Perfect.

Technology 402

Technology Consulting Consulting Personalization 402

Comm100

DECEMBER 12, 2023

We all know that the world of customer service and support is constantly on the move. This blog will delve into the top four customer service trends that are expected to take center stage in 2024. It’s worth noting that these AI advancements do pose challenges too. Emotional intelligence “In a 2022 study of more than 9,000 U.S.

Customer Service 81

Customer Service Chatbots APIs Government 81

Enghouse Interactive

SEPTEMBER 1, 2020

It’s Not an Option – It’s Expected (Blog Series). In our first blog, we explored how customer expectations are rapidly changing and what organizations should consider as part of their Self-Service strategy. Blog #2 of 3: Self-Service puts the Customer Experience in their Hands. Digital literacy is the new normal.

Self service 79

Self service Contact Center Chatbots First call resolution 79

Totango

JANUARY 22, 2024

Additionally, our CAB members are buzzing about AI. Half of them predict that the excitement and potential for AI usage within CS teams and application in CS software will continue to build. We polled our Customer Advisory Board (CAB) at the end of last year to gauge which way they saw the pendulum shifting for CS in 2024.

Enterprise 95

Enterprise SaaS Engineering Technical Support 95

SharpenCX

NOVEMBER 23, 2021

How to Run a Highly Effective Contact Center (Start Today) : In this Sharpen blog post, we’ve compiled four ways to support your agents and your customers for a mutual benefit across the board. 15 Essential Habits of Amazing Contact Center Team Leaders : Invest in your own professional development and read through these 15 habits.

Customer Service 128

Customer Service Morale Contact Center Call Center 128

ShepHyken

APRIL 28, 2023

This week, we feature an article by Marcelle Santos, a copywriter at TextExpander , a software that helps individuals and teams communicate efficiently and consistently with their customers. Setting a standard for response time, for example, is useful to both support agents and customers. “If Want to stand out from the competition?

Customer Service 162

Customer Service Accountability Self service Customer Support 162

Creative Virtual

OCTOBER 8, 2021

To help you keep that Customer Service Week momentum going, destinationCRM is hosting a roundtable webinar next week: Conversational AI: The Future of Customer Service? Conversational AI solutions, like chatbots and virtual agents, can have a powerful impact on customer loyalty and retention.

Customer Service 105

Customer Service Virtual Agent Chatbots Self service 105

Comm100

MAY 25, 2022

Many changes, which seemed like far-flung future possibilities, occurred overnight. In the past few years, massive social changes have upset the business community. These changes have occurred across industries and have accelerated the adoption of new technologies. Challenges have emerged in the past two years.

Customer Service 52

Customer Service Contact Center Interactive Voice Response outsourcing 52

Nicereply

APRIL 13, 2022

AI became the go-to word in meeting rooms when teams spoke about innovation since 2020. Recently, AI impact (not only in customer service) has been so high that the global AI market value might reach $267 billion by 2027. Some people think AI may harm industries since it could take over human tasks.

Customer Service 119

Customer Service Chatbots Self service Healthcare 119

COPC

JUNE 9, 2023

Artificial intelligence (AI) is rapidly transforming the customer experience (CX) industry, offering businesses new opportunities to enhance their operations. This blog article discusses the importance of employing multiple types of AI, implementing effective controls and guardrails, and adapting specific roles within the CX organization.

Customer Experience 116

Customer Experience Analytics Technology Average Handle Time 116

Beyond Philosophy

JANUARY 27, 2022

Customer Science is the fusion of artificial intelligence (AI), customer data, and the concept of the behavioral sciences. The next wave of business change is Customer Science. However, if you miss this next new wave of change, you could be in danger of repeating the same mistakes you did last year and the year before that. .

CRM 195

CRM Consulting Consulting Quality management 195

NobelBiz

MAY 7, 2024

Call centers are constantly facing the challenge of maintaining high efficiency while adhering to strict regulatory compliance. Traditional dialing methods, whether purely automated or entirely manual, often fall short of meeting these demands. What is a Hybrid Dialer? Key Features of Hybrid Dialer Solutions 1.

Call Center 59

Call Center Interactive Voice Response Wait times Telemarketing 59

SmartAction

JUNE 27, 2023

In today’s fast-paced world, delivering efficient and effective support while maintaining high customer satisfaction levels is crucial. So, why are some contact centers still hesitant to implement AI? Let’s address the common objections and show you how to overcome them with conversational AI and virtual agents.

Contact Center 83

Contact Center Virtual Agent Agent burnout Self service 83

AWS Machine Learning

OCTOBER 26, 2023

This is a guest post by Jose Benitez, Founder and Director of AI and Mattias Ponchon, Head of Infrastructure at Intuitivo. Intuitivo, a pioneer in retail innovation, is revolutionizing shopping with its cloud-based AI and machine learning (AI/ML) transactional processing system.

APIs 99

APIs Technology Banking Customer centricity 99

AWS Machine Learning

NOVEMBER 16, 2023

This is a joint blog with AWS and Philips. One of the key drivers of Philips’ innovation strategy is artificial intelligence (AI), which enables the creation of smart and personalized products and services that can improve health outcomes, enhance customer experience, and optimize operational efficiency.

Healthcare 88

Healthcare Government Engineering APIs 88

SmartAction

NOVEMBER 22, 2023

Artificial Intelligence (AI) provides an unprecedented opportunity to revolutionize the call center experience for the 59% of your customers who prefer telephone communication. Conversational AI technology over the phone goes beyond chatbots to leverage the power of voice and offer a more personal experience. What is Conversational AI?

Contact Center 90

Contact Center Interactive Voice Response Virtual Agent Management 90

TechSee

JULY 17, 2023

Service leaders are increasingly looking towards AI to stay ahead, or even just to stay afloat. In this blog post, we will explore the five key obstacles service leaders face when integrating LLMs and offer practical advice on overcoming them. Regularly review the LLM’s responses and set up to ensure the AI delivers as designed.

Best practices 109

Best practices Customer centricity Chatbots Education 109

AWS Machine Learning

OCTOBER 24, 2023

Powered by Amazon Translate , this feature lets customers request voicemail transcriptions in their language of choice from the native Visual Voicemail application available on major Android manufacturers’ devices, beginning with flagship devices and all future devices available from major device partners. T-Mobile US, Inc.

APIs 89

APIs Engineering Metrics Technology 89

Expivia

FEBRUARY 15, 2024

This release is not just an update; it’s a leap into the future of AI-driven customer service. Enlighten Actions: Beyond Analytics Enlighten Actions represents a significant advancement in AI-driven analytics, providing unprecedented insights into customer interactions and agent performance.

Virtual Agent 75

Virtual Agent APIs Analytics Chatbots 75

TechSee

AUGUST 14, 2023

Adrian’s driving passion is helping create, develop, and grow businesses that take care of their customers in the best way possible and create the great teams that are required to do that. As the Head of Customer Support and Engagement at HotDoc, she is responsible for leading the customer support and engagement strategy.

Customer Service 207

Customer Service Customer centricity Contact Center Consulting 207

AWS Machine Learning

SEPTEMBER 28, 2023

In either case, as knowledge management becomes more complex, generative AI presents a game-changing opportunity for enterprises to connect people to the information they need to perform and innovate. To help tackle this challenge, Accenture collaborated with AWS to build an innovative generative AI solution called Knowledge Assist.

Enterprise 95

Enterprise Real estate Chatbots Construction 95

Zappix

MARCH 21, 2024

With advancements in AI, businesses can collect vast amounts of customer data and use it to tailor individual experiences. AI-Powered Support Artificial Intelligence (AI) continues revolutionizing how companies handle customer inquiries.

Customer Service 52

Customer Service Self service Chatbots Analytics 52

TechSee

JUNE 10, 2021

This blog challenges that status quo. In addition, Gartner reports that field service teams have created new triage and digital service support roles for senior field technicians who no longer want to work in the field. It’s no secret that truck rolls are a necessary evil for the service industry. Yes, they cost a lot.

Self service 207

Self service Analytics Transportation Healthcare 207

Creative Virtual

FEBRUARY 7, 2023

I think we have learned to take these predictions with a grain of salt, considering them as we plan for the future but not necessarily fully embracing all of them. I like customer service expert Shep Hyken’s take on this in his blog post, Don’t Just Personalize the Customer’s Experience – Individualize It. engagement with the customer.

Personalization 105

Personalization Virtual Agent Chatbots Self service 105

Comm100

MARCH 13, 2023

The benefits of chatbots in student recruitment are abundant and clear – 24/7 availability, increased support capacity, faster response, personalized support… and the list goes on. 99% of students think 24/7 support is important We asked students – ‘how important it is for a school to provide 24/7 support?

Chatbots 78

Chatbots Surveys Education Wait times 78

Creative Virtual

OCTOBER 3, 2022

Observed every year during the first full week of October, Customer Service Week is an international celebration of the importance of customer service and of the people who serve and support customers on a daily basis. Delivering service and support that customers love doesn’t happen by chance. By Mandy Reed, Global Head of Marketing.

Customer Service 52

Customer Service Virtual Agent Self service Chatbots 52

Totango

JULY 11, 2023

We’re grateful to all the Totango users for sharing their perspectives and support with the G2 community. Continuous improvements like our recent launch of Totango In-App and integration of AI enabled tools are critical to these efforts and make it easier for teams to work together and drive customer outcomes more quickly.

Journey mapping 83

Journey mapping Enterprise Accountability Feedback 83

Expivia

FEBRUARY 18, 2024

However, this model, rooted in volume and responsiveness, is rapidly becoming obsolete in the face of technological advancements, particularly in artificial intelligence (AI) and machine learning. Adapting to this change means embracing a future where technology enhances human capabilities, rather than replacing them.

Customer Support 40

Customer Support outsourcing Strategic Value Contact Center 40

Comm100

SEPTEMBER 26, 2023

In this blog we will explore some advanced and effective personalized service examples that defy the ordinary and are setting new standards in customer service and engagement. Armed with this data, customer service agents can provide deeply personalized support that is helpful, accurate, and shows next-level care for the customer.

Personalization 72

Personalization Chatbots Surveys Engineering 72

Enghouse Interactive

JANUARY 5, 2021

In this post, we highlight some of the key developments of last year in a review of our top blogs from 2020. With very little advanced warning, the pandemic lockdown forced many companies to quickly switch their customer service teams to work remotely. Building a collaborative contact centre through Microsoft Teams.

Self service 40

Self service Service level Technology Customer Service 40

Comm100

FEBRUARY 13, 2023

The release of ChatGPT has kicked off an AI battle among the tech giants, and public experimentation has already turned up some incredible applications for ChatGPT. While many future applications for this technology have yet to be imagined, higher education is an area that has already been impacted by ChatGPT. What is ChatGPT?

Management 82

Management Education Chatbots Technology 82

NobelBiz

JANUARY 23, 2024

The answer to these pressing concerns may lie in the transformative power of Customer Support as a Service (CSaaS). Customer Support as a Service (CSaaS) is changing the customer interaction game for everyone. This team is dedicated to ensuring that every customer receives exceptional service.

Customer Support 52

Customer Support Contact Center contact center solutions outsourcing 52

Comm100

DECEMBER 8, 2020

Using artificial intelligence to make business processes more efficient is no longer a thing of the future. Using artificial intelligence to make business processes more efficient is no longer a thing of the future. They are AI-trained to understand variation and can provide answers to more intricate questions. Enter automation.

Chatbots 53

Chatbots Scripts Sales Personalization 53

Lumoa

FEBRUARY 14, 2024

The internet has no shortage of platforms for consumers to share their unfiltered opinions about businesses. From social media posts to Google and Yelp reviews, every buyer can recount their customer experience with your company to a global audience. So, how can your business win over this growing contingent of experience-focussed customers?

Customer Experience 83

Customer Experience Chatbots Analytics SaaS 83

JustCall

APRIL 3, 2024

Auto dialers are a secret weapon for call centers and sales teams. It minimizes the manual dialing nightmare for sales and lead generation teams. TL;DR: Quick look at the top 10 auto dialers JustCall is an all-in-one auto dialing solution with predictive dialing, extensive integrations, and AI-driven features.

Sales 52

Sales CRM Scripts APIs 52