Beyond Philosophy

NOVEMBER 30, 2023

However, to create a breakthrough to change the organization’s culture, you can’t stop there. Therefore, everyone in the organization has to embrace the customer-centric mindset—even those who never interact directly with a customer. I wasn’t surprised by this problem, and I will explain why in this issue.

Finance 195

Finance Customer centricity Accountability Technical Support 195

TechSee

AUGUST 14, 2023

Their knowledge and impact is constantly reshaping the service industry. 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. If you missed the 2022 list, you can check it out here.

Customer Service 207

Customer Service Customer centricity Contact Center Consulting 207

AWS Machine Learning

MARCH 4, 2024

Looking back to 2021, when Anthropic first started building on AWS, no one could have envisioned how transformative the Claude family of models would be. Looking back to 2021, when Anthropic first started building on AWS, no one could have envisioned how transformative the Claude family of models would be.

Benchmark 134

Benchmark Finance Engineering Enterprise 134

ShepHyken

APRIL 28, 2023

She shares why customer standards matter and how your organization can meet them. Bell In this article, we’ll discuss the customer service standards customers value the most and how to meet them. Those standards are embedded into every interaction you have with customers, from how you greet them to how you handle complaints.

Customer Service 161

Customer Service Accountability Self service Customer Support 161

TechSee

JUNE 16, 2022

Eric’s favorite motto is “The Customer Experience is Paramount and must be the driving force to any organization.” Eric’s favorite motto is “The Customer Experience is Paramount and must be the driving force to any organization.” Customers expect better and faster pre and post purchase services. Follow on LinkedIn.

Customer Service 251

Customer Service Chief Customer Officer Contact Center Consulting 251

AWS Machine Learning

SEPTEMBER 28, 2023

Enterprises today face major challenges when it comes to using their information and knowledge bases for both internal and external business operations. And when they can’t find answers, they have to escalate issues or make decisions without complete context, which can create risk.

Enterprise 94

Enterprise Real estate Chatbots Construction 94

Totango

FEBRUARY 23, 2024

Bitter tech rivals put aside their differences to create world-changing innovations. When you think about the opportunity for partnership between marketing and CS, it’s how you can retain that customer and increase their lifetime value. What do these four pairs have in common? Here are three key takeaways from the podcast.

Chief Customer Officer 91

Chief Customer Officer Customer centricity Metrics CRM 91

NobelBiz

FEBRUARY 27, 2024

Organizations achieve this by integrating technology, refining processes, and deploying innovative human resources strategies. Organizations achieve this by integrating technology, refining processes, and deploying innovative human resources strategies. Table of Contents What is Call Center Optimization?

Best practices 105

Best practices Call Center Interactive Voice Response First call resolution 105

BlueOcean

MARCH 19, 2024

On the Blue Ocean blog, we talk a lot about the process of sourcing a strategic partner for your outsourced customer care program. Be considerate about what roles they have to play in the transition. Leverage a cloud-based project management platform to keep the transition on track. Yes, Legal, we’re looking at you.

outsourcing 71

outsourcing Customer Care Best practices Management 71

TechSee

JUNE 10, 2021

But even though a large proportion of truck rolls are non-value-added activities and a tremendous waste of resources, these dispatches remain a fact of life for service organizations. This blog challenges that status quo. Analysts and organizations have been waving the red flag of unnecessary truck rolls for years.

Self service 207

Self service Analytics Transportation Healthcare 207

SharpenCX

MAY 31, 2023

However, call center agent retention continues to be a challenge for many organizations. To tackle this issue head-on, organizations must adopt strategies that prioritize agent satisfaction, growth, and well-being. Create a Positive Work Environment: A positive work environment is the foundation of agent satisfaction and retention.

Call Center 76

Call Center Construction Coaching Morale 76

Nicereply

MARCH 30, 2022

Every brand aspires to create an impact in its customers’ lives. In this article, you will learn how to improve customer service thanks to live chat knowledge base. Live chat is a web-based communication channel that business organizations use to communicate with their customers in real-time through messaging.

Customer Service 96

Customer Service Scripts Call Center Customer Support 96

Kayako

MAY 13, 2022

Three different channels for self-service that are critical for the customer service eco-system: Help Center: a knowledge base where customers can search and find answers to questions and learn how to solve their issues, like updating an account or reviewing return policies. Fortunately, customers also like to help themselves.

Self service 110

Self service Accountability Airlines Customer Care 110

COPC

JUNE 9, 2023

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. Additionally, the high volume of interactions handled by CX professionals creates fertile ground for AI-driven efficiencies.

Customer Experience 114

Customer Experience Analytics Technology Average Handle Time 114

Comm100

OCTOBER 17, 2023

Knowledge Bases : A centralized repository where customers can search for and find answers to frequently asked questions. Ticketing Systems: Automatically create, assign, and track customer service requests. Analytics and Reporting : Gather data on customer interactions, identify trends, and make improvements based on insights.

Customer Service 73

Customer Service Interactive Voice Response Multi-channel support Multichannel 73

Lumoa

NOVEMBER 3, 2022

New signup methods will function alongside SSO Allows you to use one account for all services If you would like your existing account to instead be an account based on your Microsoft or Google credentials, please contact help@lumoa.me Events marked “Done” now highlighted on Impact page! Hint: its a feature, not a bug.

Analytics 83

Analytics Feedback Accountability Marketing 83

AWS Machine Learning

OCTOBER 26, 2023

Many organizations use Drupal to store their content. This post shows you how to use the Amazon Kendra Drupal connector to configure the connector as a data source for your Amazon Kendra index and search your Drupal documents. Basic knowledge of AWS and working knowledge of Drupal administration.

APIs 94

APIs Accountability Engineering Enterprise 94

Comm100

MAY 23, 2023

Wherever you look, automation is popping up across customer service teams as organizations look to improve efficiency, reduce support costs, and scale their business. While we read about the many benefits of automation in customer service, it can be difficult to know how exactly to introduce this into your own organization.

Customer Service 71

Customer Service Chatbots Technology Customer Support 71

bold360 Blog

DECEMBER 7, 2020

With customers moving so rapidly to virtual and digital spaces, organizations have been forced to pivot their customer engagement and scale their support capacities. . Prior to the pandemic, many organizations had already made large investments in digital transformation.

Customer Support 98

Customer Support Self service Wait times Engineering 98

bold360 Blog

APRIL 1, 2020

Knowledge is power, especially during the COVID-19 pandemic when both individuals and organizations alike are struggling with uncertainty. When knowledge is stuck in silos, available for the few and shared by the few, your company has a continuity problem. Before we explore solutions, let’s scope out the problem.

Call Center 95

Call Center Management Self service Abandon rate 95

Nicereply

MARCH 2, 2022

Knowledge sharing has constantly adapted. James Millard , Vice President, Global Support and Community at D2L , has seen many ways to implement Knowledge Management. He started in Support in his late teens and for the past several years has been leading teams that drive Knowledge Management strategies.

Management 97

Management Chatbots Metrics Technology 97

AWS Machine Learning

APRIL 12, 2023

Globally, many organizations have critical business data dispersed among various content repositories, making it difficult to access this information in a streamlined and cohesive manner. By adding user tokens for secure search, performing access-based filtered searches in Amazon Kendra is simplified and secured.

Enterprise 87

Enterprise APIs Engineering Management 87

Comm100

MARCH 21, 2023

Organizations need to take every advantage they can get, and providing excellent customer service has become one of these key differentiators. Offer live chat Live chat lets organizations provide real-time customer service through text support, as well as voice and video too.

Customer Service 67

Customer Service Chatbots Self service Surveys 67

Nicereply

NOVEMBER 16, 2022

As experts in their craft, they know which tool to use in a given situation, based on the business need or specific task at hand. As a support manager, you probably work daily with a bundle of online tools. Which are the best? Every professional has a set of tools they rely on to work better and accomplish their goals more efficiently.

Management 98

Management Analytics Feedback Surveys 98

ProProfs Blog

DECEMBER 17, 2020

Ever wondered how challenging it must be for your operators to handle multiple chats at the same time? We’ll identify why handling multiple chats can be a challenge, different problems your operators can encounter, and how can they overcome them. These are some pressing questions that need your immediate attention.

Wait times 141

Wait times Management Customer Support Customer Service 141

Comm100

DECEMBER 18, 2023

But with so much conversation around it, how many people really understand how Generative AI works? This blog post delves into this question, offering a straightforward explanation of Generative AI and how it really works. How Does Generative AI Work?

Chatbots 52

Chatbots Technology Personalization Customer Service 52

ProProfs Blog

JUNE 26, 2020

62% of customers say that a representative’s knowledge and resourcefulness play a key role in creating a good experience. That means being consistent at learning and acquiring knowledge can help you shape a customer’s journey better. But, where to start? Learn the commonly used customer service and support lingo. Agent/User.

Customer Service 179

Customer Service APIs Customer Support Feedback 179

Nicereply

SEPTEMBER 13, 2022

The knowledge base has been considered a crucial component of providing self-service for years. And now knowledge bases as we’ve always known them are dead. Here’s what it all means: The way we consume knowledge is changing. The traditional knowledge base is fading. Zoom out for a moment.

SaaS 52

SaaS Chatbots Scripts Self service 52

ProProfs Blog

MAY 21, 2020

With good experience, communication skills, and product knowledge, your operators can easily take care of your customers and their growing expectations. So, to help you hire the right customer service, support, and experienced team members, we’ve created a small guide for you. Discuss the Opportunity With the Organization.

Customer Service 166

Customer Service Engineering Customer Support Management 166

Nicereply

JUNE 12, 2023

It’s the pillar that enables customer success, unlocks customer satisfaction, creates brand loyalty, and propels organizations towards sustainable growth. And that means figuring out how to effectively train new customer service team members is mission critical. Customer service isn’t just a box to check.

Customer Service 84

Customer Service Best practices Construction Customer centricity 84

ProProfs Blog

APRIL 3, 2020

But before we delve into this, let us first look at how companies can determine whether they need 24/7 support or not. . With the constantly increasing expectations of customers, providing 24/7 support is no more a choice. In fact, a majority – 75% – of customers expect their issues to be addressed within five minutes.

Self service 142

Self service Customer Support Customer Service Technology 142

ProProfs Blog

APRIL 30, 2020

ProProfs is one organization which was started with a ‘100- year vision’ and was ready for ups and downs. The survey maker tool allows us to create forms to capture the personal information of every applicant, thereby, helping us in our attempt to be a paper-free organization. However, that’s not the end of the story.

Surveys 152

Surveys Healthcare Employee engagement Personalization 152

Totango

JULY 8, 2022

In order to protect your core business, which is your current customer base, you need to be making the necessary changes to keep up with delivery and communication of value to your customers. How to Shift Right . But in fact, you should be investing now more than ever in customer success. It’s time to “shift right.”.

CRM 103

CRM Customer retention Self service Best practices 103

JustCall

APRIL 3, 2024

So, how do you manage call surges during unanticipated high-traffic periods? This blog unlocks the secrets of using IVR automation with JustCall to handle high call volume with ease and free up your agents for what matters most! Wondering how can you avoid call chaos and optimize your team performance? Explore JustCall today.

Sales 52

Sales Interactive Voice Response Abandon rate Wait times 52

Calltools

SEPTEMBER 6, 2023

Some common self-service options include: A searchable knowledge-base An IVR system An AI chatbot A frequently asked questions (FAQ) page A community forum Let’s explore these options in detail. Searchable Knowledge-Base The most widely used customer self-service option is a searchable knowledge-base.

Self service 52

Self service Interactive Voice Response Customer Experience Chatbots 52

Nicereply

JANUARY 17, 2024

This blog post cuts through the noise and provides a guide to tackling eight of the most common customer complaints head-on. This blog post cuts through the noise and provides a guide to tackling eight of the most common customer complaints head-on. So, let’s get in and explore how you can turn those frowns upside down.

Complaint resolution 105

Complaint resolution Scripts Feedback Wait times 105

Uniphore

AUGUST 6, 2021

In our webinar, What Your Call Center Agents Rant About on Social Media , we went beyond the annual Voice of the Employee survey to explore how agents really view the contact centers they work in—and why they’re leaving at an alarming rate. How Much Is Employee Disengagement Costing Your Contact Center? Download eBook. The New Normal.

Contact Center 98

Contact Center Self service Call Center Analytics 98