ShepHyken

JULY 21, 2017

This week we feature an article by Jason Grills about how to use live chat agents properly in order to delight your customers. The implementation of live chat software is an easy task to achieve. This means that you should know how to hire live chat agents who are going to delight your customers. Writing Skills.

Customer Support 229

Customer Support Chatbots Personalization Education 229

Comm100

JUNE 15, 2022

If you want your brand to stand head and shoulders above the competition, developing an unbeatable customer experience is essential. However, consistently achieving customer satisfaction across all aspects of your business is a considerable challenge. What is a customer experience (CX) program? of the changes you propose.

Customer Experience 89

Customer Experience Journey mapping Surveys Feedback 89

Comm100

FEBRUARY 6, 2023

To drive business, attract new clients, and retain existing ones, financial institutions must invest in improving their customer experience. Enhancing your customer experience is important not just because it will increase customer loyalty and satisfaction but because customers also expect it.

Customer Experience 80

Customer Experience Brand ambassadors Self service Chatbots 80

Beyond Philosophy

JUNE 4, 2018

The Rubicon model is a psychological principle that distinguishes our decision-making method or deliberative mindset from our execution course or implementation mindset. Moreover, you can train someone to adopt a mindset. But we don’t want to eliminate our customers, do we? But we don’t want to eliminate our customers, do we?

Wireless 360

Wireless Government Consulting Consulting 360

Comm100

APRIL 2, 2024

Customer satisfaction (CSAT) scores are a vital metric for any business trying to track and improve their customer service and support. The scores provide a snapshot of how satisfied your customers are with your products or services, indicating areas of success and those needing improvement.

Wait times 93

Wait times Feedback CRM Surveys 93

Comm100

SEPTEMBER 19, 2022

Integrating chatbots powered by AI into your business is a fantastic way to keep one step ahead of your competitors and provide superior customer service. It also improves the level of interaction between your company and its customers. How does all of this work, anyhow? Natural Language Processing.

Chatbots 63

Chatbots Abandon rate CRM Education 63

TechSee

JULY 17, 2023

Service leaders are increasingly looking towards AI to stay ahead, or even just to stay afloat. Language Models (LLMs) have emerged as a powerful tool with the potential to revolutionize customer service, automating responses, personalizing experiences, and enhancing operational efficiency. Remember that LLMs are generalists.

Best practices 109

Best practices Customer centricity Chatbots Education 109

NobelBiz

FEBRUARY 27, 2024

When companies implement specific tools and best practices, they can significantly improve their customer experience (CX), increase agent performance, and ensure high-quality service. It represents a holistic approach that is aimed at transforming call center functions into a streamlined, customer-focused powerhouse.

Best practices 104

Best practices Call Center Interactive Voice Response First call resolution 104

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. Their knowledge and impact is constantly reshaping the service industry. Before joining HotDoc, Agnes spent 4 years at Apple.

Customer Service 207

Customer Service Customer centricity Contact Center Consulting 207

AWS Machine Learning

JANUARY 5, 2024

Integrating multiple tool stacks to build a compact solution might involve building custom connectors or workflows. The AWS portfolio of ML services includes a robust set of services that you can use to accelerate the development, training, and deployment of machine learning applications.

Management 109

Management APIs Engineering Government 109

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

AWS Machine Learning

JANUARY 26, 2024

Many customers are looking for guidance on how to manage security, privacy, and compliance as they develop generative AI applications. We then discuss how building on a secure foundation is essential for generative AI.

Best practices 122

Best practices Government Engineering Accountability 122

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. It’s the implementation piece that keeps new clients up at night, especially when transferring from one customer service outsourcer to another.

outsourcing 71

outsourcing Customer Care Best practices Management 71

Comm100

APRIL 22, 2024

The productivity of your customer service agents directly impacts your company’s success. Enhanced agent productivity not only accelerates response times but also elevates the overall quality of service. This can directly lead to improved customer satisfaction, increased sales, and more repeat business.

Chatbots 53

Chatbots Feedback Customer centricity Wait times 53

AWS Machine Learning

FEBRUARY 13, 2024

BigBasket serves over 10 million customers. In this post, we discuss how BigBasket used Amazon SageMaker to train their computer vision model for Fast-Moving Consumer Goods (FMCG) product identification, which helped them reduce training time by approximately 50% and save costs by 20%.

Engineering 99

Engineering Gamification Scripts Big data 99

Steve DiGioia

MAY 17, 2021

Great customer service. That’s what our customers want and that’s what we wish to provide. In today’s post, I compiled my list of the top 10 customer service acronyms to use every day. It was about finding solutions for a customer and finding their pain points ”. “You were never trying to close a sale.

Customer Service 341

Customer Service Personalization Sales Technical Support 341

Nicereply

JANUARY 17, 2024

In today’s hyper-connected world, where customers wield more power than ever before, businesses face an unrelenting challenge: customer complaints. Did you know that, on average, dissatisfied customers will share their negative experiences with 9-15 people ? Why solve customer complaints?

Complaint resolution 105

Complaint resolution Scripts Feedback Wait times 105

24-7 InTouch

APRIL 26, 2024

Artificial intelligence (AI) stands as a monumental force reshaping the customer experience (CX). This blog explores how companies can synchronize AI adoption with effective risk management to foster a robust, safe, and customer-centric business environment. Learn and Adapt AI is not a set-it-and-forget-it solution.

Government 52

Government Customer centricity Technology Management 52

Comm100

DECEMBER 8, 2020

Chatbots were designed to streamline customer interaction. They save you time and money on customer services, while also improving your customer satisfaction levels. Today we’re rounding up some of the most amazing ways in which chatbots can improve your customer satisfaction and take your business to the next level.

Chatbots 53

Chatbots Scripts Sales Personalization 53

SharpenCX

MAY 31, 2023

In the evolving world of customer service, contact centers play a vital role in ensuring customer satisfaction. High turnover rates not only lead to increased recruitment costs but also impact the overall customer experience. However, call center agent retention continues to be a challenge for many organizations.

Call Center 76

Call Center Construction Coaching Morale 76

Call Design

JULY 22, 2020

One of the most significant challenges that contact centres face is an incredibly high rate of agent turnover, creating a cyclical problem where the Learning and Development team is continuously training new agents for them only to stay with the company for a couple of months. Implement the Right Tools. This can be expensive.

Gamification 173

Gamification Consulting Consulting Personalization 173

AWS Machine Learning

DECEMBER 22, 2023

Large language model (LLM) training has surged in popularity over the last year with the release of several popular models such as Llama 2, Falcon, and Mistral. Training performant models at this scale can be a challenge. These features improve the usability of the library, expand functionality, and accelerate training.

Scripts 98

Scripts APIs Engineering Finance 98

VirtualPBX

SEPTEMBER 8, 2023

In today’s digital age, businesses are more reliant than ever on technology to streamline operations and communicate with customers. However, this convenience comes with a significant responsibility: safeguarding sensitive customer data. Here’s why: 1. Non-compliance with these regulations can lead to severe penalties.

voip 105

voip Best practices Technology Accountability 105

JustCall

APRIL 3, 2024

It shows more customers are interested in your product or service. But, it also leads to chaotic calls and handling long call queues for customer support and sales teams. It can further lead to a dip in customer experience and a shrinking ROI. It can further lead to a dip in customer experience and a shrinking ROI.

Sales 52

Sales Interactive Voice Response Abandon rate Wait times 52

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 104

Call Center Chatbots Virtual Agent Contact Center 104

VirtualPBX

APRIL 19, 2023

Whether you are a customer service representative, sales professional, or running a call center, you need to be equipped with the right strategies to handle incoming calls efficiently. Without proper call traffic management, you risk losing customers, damaging your reputation, and reducing employee morale. What is Call Volume?

Management 97

Management Wait times Self service Call Center 97

AWS Machine Learning

MAY 5, 2023

To address the problems associated with complex searches, this post describes in detail how you can achieve a search engine that is capable of searching for complex images by integrating Amazon Kendra and Amazon Rekognition. However, generic search queries would span a wide range of services and across different content creation dates.

Engineering 101

Engineering APIs Scripts Enterprise 101

OctopusTech

DECEMBER 21, 2023

Outsourcing is one tactic that has been more popular recently, especially in the call center services industry. We’ll delve into the key aspects of how outsourcing your call center could transform your company in this blog post.

outsourcing 62

outsourcing Call Center Multichannel call center professionals 62

Fonolo

MARCH 28, 2023

Customer experience managers in the contact center have never mattered more. Because even though most businesses work hard to offer excellent service , today’s savvy customers notice so much more. Providing training and coaching: Training and coaching call center agents is an important part of the job.

Customer Experience 81

Customer Experience Management Contact Center Call Center 81

AWS Machine Learning

OCTOBER 2, 2023

This is Part 3 of our series where we design and implement an MLOps pipeline for visual quality inspection at the edge. In this post, we focus on how to automate the edge deployment part of the end-to-end MLOps pipeline. In Part 2 , we showed how to automate the labeling and model training parts of the pipeline.

Engineering 89

Engineering APIs Management Enterprise 89

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

teleopti

DECEMBER 7, 2018

We see it time and time again, Contact Centre Managers are constantly fighting the battle between meeting their service level agreements by having the right number of staff at the right time with the right skills, whilst also striving to retain their staff. For example; I hired 30 new service and 20 new sales advisors last year (50).

Gamification 48

Gamification Service level Banking Sales 48

Win the Customer

JULY 6, 2023

In today’s competitive business landscape, providing exceptional customer service is no longer just an option; it’s a necessity. To ensure consistently high levels of customer satisfaction and operational efficiency, many organizations turn to Six Sigma methodologies.

Customer Service 52

Customer Service Average Handle Time Metrics Self service 52

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

SmartAction

NOVEMBER 1, 2023

When used in business, conversational artificial intelligence (AI) supports overall call center operations by providing self-service options, 24/7 availability, and real-time data and analytics – while lowering costs and increasing profits. The question is “how.” Voice starts with the customer reaching your contact center platform.

Contact Center 65

Contact Center Virtual Agent Interactive Voice Response Chatbots 65

NobelBiz

APRIL 2, 2024

Are customers becoming more and more demanding with time? With the growing customer expectations, enterprises are under great pressure to deliver exceptional service. May offer less flexibility in terms of customization and integration, with pre-defined workflows and limited compatibility with other systems.

contact center solutions 105

contact center solutions Enterprise Contact Center Interactive Voice Response 105