ShepHyken

JANUARY 27, 2017

This week on our Friends on Friday guest blog post my colleague, Shital Shah, writes about how with the right combination of technology and human touch, customer service doesn’t have to be difficult. She shares four excellent solutions to help manage your customer service more effectively. Shep Hyken. It’s a must-have.

Technology 229

Technology Customer Service Management CRM 229

CCNG

MARCH 15, 2023

Omnichannel technologies, defined as those which provide a seamless customer service experience across channels, have seen major growth in popularity over the past few years. We asked executives to rank how often they use certain customer service channels today and how often they expected to use them in 10 years.

Call Center 195

Call Center CCNG Self service Surveys 195

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 76

Customer Experience Brand ambassadors Self service Chatbots 76

Fonolo

JANUARY 14, 2020

Which customer service blog posts helped to shape the last decade for you? . When we look back at the customer support industry in 2010, we see a very different beast to the one we work in today. Here, we cover the 20 best customer service blogs and influencers to follow in 2020. Shep Hyken.

Customer Service 136

Customer Service Chief Customer Officer Contact Center Call Center 136

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. consumers by Qualtrics, a customer’s feelings were found to be the biggest driver of consumer loyalty.

Customer Service 78

Customer Service Chatbots APIs Government 78

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 106

contact center solutions Enterprise Contact Center Interactive Voice Response 106

Comm100

APRIL 22, 2024

The productivity of your customer service agents directly impacts your company’s success. This can directly lead to improved customer satisfaction, increased sales, and more repeat business. These issues can cause burnout and reduce efficiency, negatively affecting customer service outcomes.

Chatbots 52

Chatbots Feedback Customer centricity Wait times 52

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. She shares why customer standards matter and how your organization can meet them. Raise your customer service standards.

Customer Service 161

Customer Service Accountability Self service Customer Support 161

Comm100

MAY 25, 2022

Further social upheavals amongst workers and customer expectations have also occurred. Ultimately, customer service and contact centers have not been immune to these changes. Then we’ll analyze how your organization can respond to these changes and the ways in which technology can benefit your ability to serve customers.

Customer Service 52

Customer Service Contact Center Interactive Voice Response outsourcing 52

Comm100

MARCH 21, 2023

With more options than ever before for customers, switching brands is easy. Organizations need to take every advantage they can get, and providing excellent customer service has become one of these key differentiators. Live chat software has become increasingly popular within customer service, and for good reason.

Customer Service 67

Customer Service Chatbots Self service Surveys 67

Comm100

FEBRUARY 15, 2022

It’s all the product of the on-demand economy, which has come to dominate across industries and has forced organizations to rethink the way they do business and provide customer service. It heavily utilizes digital technology products and services to cater directly to customer needs. Let’s break down how you can do just that now.

Customer Service 52

Customer Service Chatbots Self service Transportation 52

Comm100

OCTOBER 17, 2023

Businesses today thrive on efficiency, and the customer service domain is no exception. With the rise of technology, businesses have started to adopt customer service automation software to scale their operations without ballooning headcount. What is customer service automation software?

Customer Service 73

Customer Service Interactive Voice Response Multi-channel support Multichannel 73

aircall

AUGUST 14, 2022

It’s a surefire sign that you’re doing things right, providing a high standard of customer service quality , and delivering a product people want. . But one way to ensure you can scale without compromising on quality is to scale your customer support team too. The Importance of Scaling Customer Support.

Customer Support 117

Customer Support Benchmark CRM Chatbots 117

Lumoa

JANUARY 15, 2024

When customers shop in physical stores, they might have several questions about a product: Is it available in a different size? The scenario is now much the same for online customers who increasingly expect a seamless, personalized experience. But it also allows agents to handle several customer queries at once.

Customer Experience 83

Customer Experience Chatbots Best practices Metrics 83

Babelforce

AUGUST 2, 2023

This blog was originally published by our friends at Ultimate over on the Ultimate blog. Omnichannel is getting more and more important. By partnering with our friends at Ultimate, we’re able to provide automation solutions to our enterprise customers that extend across all voice and text-based channels.

Virtual Agent 52

Virtual Agent Enterprise Customer Support Customer Service 52

Upstream Works

NOVEMBER 4, 2021

This is fine for routine updates of existing technology, but this is not sufficient for legacy-based contact centers as they try to keep up with digital-first customers. A transformational approach is needed, making omnichannel a top priority for IT decision makers. Learn more about our omnichannel contact center solutions here.

Contact Center 78

Contact Center contact center solutions Call Center Multichannel 78

Totango

SEPTEMBER 22, 2023

we’re accelerating the motion to customer success-led growth by introducing two new partnerships and nine technology integrations into the Totango software and ecosystem. And, that growth comes from consistently and quickly delivering customer value. Announced during our flagship event, Totango Live!

Enterprise 113

Enterprise Education Best practices Customer retention 113

Hodusoft

MARCH 6, 2024

E-commerce Customer Support: How BPO Can Elevate Your Service Experience Are you an e-commerce business struggling to provide seamless and efficient customer support services? Primarily, the success of e-commerce or any customer service-related company is measured through increased customer satisfaction and loyalty.

Customer Support 52

Customer Support Contact center software Business Process Outsourcing Interactive Voice Response 52

24-7 InTouch

AUGUST 2, 2023

Delivering an unmatched customer experience (CX) is crucial to retention, and adding a loyalty program to your CX strategy can help create consistently high-rated experiences. Why Offer a Customer Loyalty Program? The worldwide customer loyalty management market is valued at 5.5 Saving money is critical for customers.

Brand ambassadors 52

Brand ambassadors Self service Customer retention Personalization 52

Comm100

NOVEMBER 15, 2022

There’s no doubt that telephone remains a stalwart customer service channel. Many consumers still prefer to call companies for support, particularly when the issue is complex or urgent. In Salesforce’ latest research, they found that 57% of customers prefer to engage through digital channels. Grow customer base.

Upselling 80

Upselling Chatbots Customer retention Analytics 80

Comm100

SEPTEMBER 26, 2023

In today’s hyper-connected, personalized customer service isn’t just a isn’t just a nice-to-have; it’s a must. While we’re all familiar with the basics, like using a customer’s name in an email, today’s innovators are going far beyond these conventions to deliver personalization.

Personalization 69

Personalization Chatbots Surveys Engineering 69

Nicereply

FEBRUARY 29, 2024

A good customer experience builds customer loyalty and brand value, helping you reach a wider audience through word-of-mouth marketing and other marketing strategies. When creating a friction-free customer experience across all touchpoints, you first put customers in the center.

Customer Experience 59

Customer Experience Journey mapping Analytics Feedback 59

Balto

DECEMBER 4, 2023

This blog post is adapted in part from a webinar hosted by Balto featuring Michele Santagata. Every contact center has the capability to add value to their company through customer acquisition. By leveraging a clear mission, omnichannel solutions, and agent support, you can increase conversions and perpetuate steady growth.

Contact Center 52

Contact Center Scripts Gamification Multichannel 52

Aspect

JANUARY 25, 2021

We recently announced the general availability of Aspect® CXP 20, the leading application for designing, developing and deploying the omnichannel self-service solutions customers demand. In addition, third-party software support has been improved to keep customers current with security and IT protocols.

Self service 118

Self service APIs Chatbots Engineering 118

Global Response

SEPTEMBER 21, 2023

While some argue that customer support is too important for e-commerce to outsource, we’d argue the opposite: it’s too important to not have external support. However, when you outsource, you can improve your CX and customer service by leaps and bounds, without the same level of internal investment.

Best practices 62

Best practices outsourcing Call Center Multichannel 62

Nicereply

APRIL 27, 2022

To understand CXM and its importance, brands must first absorb the impact good (or bad) customer experience has on their customers and reputation. What is customer experience management (CXM)? Customer Experience is how a customer feels about your brand. 1 Fosters loyalty in customers and increases user retention.

Customer Experience 104

Customer Experience Management Feedback Surveys 104

Comm100

FEBRUARY 1, 2022

To gain traction with prospective international students and effectively support those currently enrolled, it’s critical that schools have a digital omnichannel support system in place that allows students to connect with them on the digital channels of choice.

Chatbots 76

Chatbots Education Wait times Personalization 76

Global Response

APRIL 17, 2023

improve customer satisfaction and results? Not only can a great BPO call center manage day-to-day operations of customer service and support, but BPO outsourcing can also help boost productivity, improve processes, integrate customer data and analytics, improve QA processes and more. So how do you find that perfect fit?

Call Center 62

Call Center outsourcing Bilingual agents Chatbots 62

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 105

Best practices Call Center Interactive Voice Response First call resolution 105

Inbenta

NOVEMBER 29, 2022

More than ever before, customers expect a near-immediate response to their questions and queries. So much so that many customers will now expect to encounter a chatbot, with a staggering 80% of people have interacted with one at some point. Which chatbot features will give your customers the best experience? The power of AI.

Chatbots 90

Chatbots Customer Experience Healthcare Personalization 90

SmartAction

NOVEMBER 15, 2023

In today’s fast-paced business landscape, customer self-service has become a pivotal aspect of delivering exceptional customer experiences. As we look towards 2024, the world of customer self-service is at a crossroads, with new challenges and opportunities on the horizon. Key Trends in Customer Self-Service 1.

Self service 97

Self service Virtual Agent Chatbots Analytics 97

24-7 InTouch

APRIL 11, 2023

Did you know that 76% of consumers are more likely to recommend and repurchase from a brand that offers a personalized customer experience (CX)? Offer Omnichannel Support Today’s customers have higher expectations than ever, so it’s not enough to offer support over email or phone.

Personalization 52

Personalization Brand ambassadors Customer Experience Analytics 52

Call Design

AUGUST 18, 2020

With the digitalisation of the customer journey, businesses need to implement an entirely digital customer service experience. With an increase in channels for customers and brands to interact, your company has an incredible opportunity to meet your customer where they are with exactly what they need. Leverage WFM Tools.

Customer Experience 159

Customer Experience Chatbots Best practices Consulting 159

Zappix

MARCH 21, 2024

In the ever-evolving business landscape, one thing remains constant: the importance of exceptional customer service. As we delve deeper into the digital age, customer expectations continue to soar, pushing companies to adopt new strategies and technologies to meet these demands.

Customer Service 52

Customer Service Self service Chatbots Analytics 52

Call Experts

APRIL 8, 2024

As a result, for those looking to ensure seamless operations and superior customer service, many companies are deciding to use a call center for utilities as it has proven itself to be quite a powerful tool. In this blog, we’ll explore the topic of using a call center for utilities and how it can enhance the overall customer experience.

Contact Center 52

Contact Center Customer Service Self service Call Center 52

Comm100

MARCH 9, 2022

In this blog, we’ll take a look at the top strategies that credit unions can employ to improve member experience. Through a combination of innovative services and new technology, you’ll learn how credit unions can improve member experience with current and future members, as well their customer service reps too.

Banking 71

Banking Wait times Education Technology 71

Global Response

AUGUST 7, 2023

There’s no business out there who doesn’t want to improve their customer retention and CLV. The secret weapon to improving customer retention and CLV? In this article, we’re breaking down the recent data and future trends to demonstrate why your call center is an essential element in customer retention—and how to use it effectively.

Customer retention 62

Customer retention Call Center Upselling Personalization 62