ShepHyken

JUNE 7, 2019

Despite our advances in technology today and the many ways in which we can now communicate, the phone call isn’t going anywhere. Smartphones and other internet-enabled mobile devices have transformed our ability to access and act on information. And we’re not only talking about phone calls; the same holds true for online chat.

Customer centricity 294

Customer centricity Advertising outsourcing Chatbots 294

ShepHyken

FEBRUARY 9, 2018

Train your sales team using the right technology. Some key sales technology to consider are: Customer Relationship Management (CRM) software – this allows you to track and manage your customers as they move through the sales funnel. For more articles from Shep Hyken and his guest contributors go to customerserviceblog.com.

Customer Service 378

Customer Service Morale Sales Coaching 378

ShepHyken

SEPTEMBER 23, 2016

This week on our Friends on Friday guest blog post my colleague, Brie Tascione, writes about the importance of improving the customer experience in the healthcare industry to improve loyalty and reduce frustration. Any service industry today must keep up with the technological advances when communicating with their customers.

Healthcare 318

Healthcare Advertising Education Technology 318

Momentum Telecom

AUGUST 9, 2022

Digital transformation is one of the top strategies many organizations are pursuing to increase their competitive edge. The pandemic forced a greater focus on digital transformation because the business world needed to move toward hybrid workforces as the workforce of the future. What Is SD-WAN Technology?

Technology 40

Technology Accountability Customer Support Customer Experience 40

ShepHyken

NOVEMBER 30, 2018

Making for a jointly admirable and problematic reality, the customer contact community often takes a lofty, wide-eyed approach to strategy and technology. By taking these actions, you will achieve “quick wins” and position your organization for valuable long-term transformation. Goal: Improve Customer Loyalty. Goal: Adopt Chatbots.

Abandon rate 236

Abandon rate Journey mapping Average Handle Time Customer centricity 236

ShepHyken

JUNE 15, 2018

In a recent press release, Gartner estimated that “ 25% of customer service and support operations will integrate virtual customer assistant or chatbot technology across engagement channels by 2020, up from less than two percent in 2017 ”. Read Shep’s latest Forbes Articles: Business Bets On Technology In Las Vegas At PegaWorld 2018.

Chatbots 189

Chatbots Customer Support Healthcare Scripts 189

Enghouse Interactive

JANUARY 27, 2021

Trends and Realities of Successful Organizations (Blog Series). In our first blog in this series, we explored how successful companies focus on implementing and optimizing the use of new technologies that help improve the customer experience. Blog #2 of 4: It’s NOT just another channel. Video is the new Face-to-Face.

Contact Center 92

Contact Center Technology Customer centricity Analytics 92

Enghouse Interactive

FEBRUARY 9, 2021

Trends and Realities of Successful Organizations (Blog Series). In our last blog , we explored how successful companies outperform customer expectations by leveraging video – a communications channel that customers have come to prefer. Blog #3 of 4: Customer-facing agents. Back office support. Subject matter experts.

Self service 66

Self service Contact Center Chatbots Average Handle Time 66

ChurnZero

DECEMBER 9, 2020

If you’re eager to learn more about the Customer Success space too, we’ve compiled a list of industry blogs you should follow and bookmark that can help provide you with all the insights, strategies and guidance you need. Must-Read Customer Success Blogs. The Success League Blog. Tri Tuns Blog. SuccessCOACHING Blog.

Consulting 98

Consulting Consulting Best practices Upselling 98

Calabrio

NOVEMBER 25, 2020

These changes in consumer behavior and expectations, combined with new technologies, are starting to completely transform the contact center. In fact, technology is the driving force behind the biggest trends confronting contact centers today. Technology Fuels Contact Center Transformation.

Contact Center 122

Contact Center Self service Analytics Banking 122

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. Instead, these technologies assist us and make our work and experiences more productive. Shep Hyken. Of course, none of this replaces human thinking.

Customer Experience 215

Customer Experience Telecommunications Technology Banking 215

ShepHyken

MAY 27, 2016

This week on our Friends on Friday guest blog post Shaista Haque writes about a very timely topic, the digital customer experience. Providing superior digital customer service through advanced technology is what organizations should aim at. Digital technologies are disrupting business models and changing customers’ expectations.

Customer Experience 200

Customer Experience Banking Analytics Technology 200

Enghouse Interactive

JANUARY 13, 2021

Blog Series #1 of 4: New decade! Successful companies ** spend more (4% of revenue vs. 1.7%) on CX technology. With the proper application of these technologies, improvements are very tangible. Focus on choosing and using the right technologies . Watch for our next blog in this series, coming January 26th.

Contact Center 60

Contact Center Scripts Cloud contact Technology 60

Enghouse Interactive

FEBRUARY 18, 2021

Trends and Realities of Successful Organizations (Blog Series). In our last blog , we saw the significant advantages that successful companies * achieved when using AI and UC – both on a standalone basis, but with even more success when they combined them. Blog #4 of 4: Key Findings and Where to Focus Your Optimization Efforts .

Contact Center 56

Contact Center Analytics Self service Finance 56

Enghouse Interactive

OCTOBER 21, 2020

AI Makes It Possible (Blog Series). Blog #4 of 4 The MORE you know. Training is key – to facilitate change and to make the agents comfortable with the new technologies. Leverage AI to Transform the Customer Experience. Doing so, will transform your contact center from a cost-center into a revenue generator.

Self service 76

Self service Contact Center Benchmark Chatbots 76

ShepHyken

MARCH 15, 2019

However, digital transformation has changed the game on who is responsible for delivering customer service and how. The post Guest Blog: Why Facilities Managers Are the Hidden Heroes of Great Customer Service appeared first on Shep Hyken. Tom Buiocchi joined ServiceChannel as an Executive Director in 2014.

Customer Service 184

Customer Service Management Customer Experience Customer effort 184

NICE inContact

DECEMBER 26, 2018

Contact centers looking to create a short list of vendors to consider when modernizing their contact call center technology are looking to the cloud to modernize their operations. Transforming the “no” into “yes” requires your contact center to employ technology designed to flex and scale at the speed of business.

Call Center 48

Call Center Technology Cloud contact Contact Center 48

Cisco - Contact Center

NOVEMBER 27, 2023

The Transformational Tech series highlights Cisco’s grant recipients that use technology to help transform the lives of individuals and communities. This blog features Cisco’s partnership with Read more on Cisco Blogs

Technology 88

Technology 88

Tenfold - Contact Center Blog

JUNE 22, 2018

They have no attachment to legacy systems that banks and finance companies have been holding onto for years, despite the wave of new technologies in business and communications. Transforming the whole customer experience from traditional to digital takes a lot of time and work to complete, but gradual changes can still have an impact on CX.

Finance 64

Finance Banking Technology Chatbots 64

Creative Virtual

OCTOBER 22, 2019

Technology is changing many aspects of our lives, and customer experience is no exception. The CXtech Conference and Showcase , returning to London for a second year, will explore the technologies changing today’s customer experience (CX) landscape, from design to delivery to analysis. By Mandy Reed, Global Head of Marketing.

Technology 40

Technology Customer Experience Virtual Agent Chatbots 40

TechSee

JUNE 16, 2022

By leveraging new technologies such as computer vision , virtual visits and self-service AI-driven solutions, companies have a huge opportunity to turn customers into brand advocates. His background includes transforming organizations, implementing best practices, and optimizing processes enhancing operational excellence.

Customer Service 251

Customer Service Chief Customer Officer Contact Center Consulting 251

Enghouse Interactive

AUGUST 26, 2020

It’s Not an Option – It’s Expected (Blog Series). Blog #1 Into the Vortex “Cross Channel is the New Omni-Channel”. Engage and Authenticate with Technology, as part of the customer journey, preferred customers should be authenticated automatically and with no additional customer involvement. What Do Customers Need?

Self service 58

Self service Contact Center CRM Customer Support 58

CCNG

APRIL 13, 2021

This approach is faster, more scalable, prevents the need to purchase new technology and improves overall ROI. If your technology team is looking to consolidate and focus more on innovation, then CCaaS may be a great way to go. She is a long-time CCNG member, Town Hall facilitator, and blog contributor.

contact center solutions 370

contact center solutions Contact Center CCNG Contact center software 370

Enghouse Interactive

OCTOBER 13, 2020

AI Makes It Possible (Blog Series). Understanding Why Transforms the Customer Experience. Blog #2 of 4: Seeking th e Root Cause and Affecting the Right Outcome. Watch for our next blog in this series, coming October 21st: Constant Learning Improves AI Recommendations.

Scripts 95

Scripts Interactive Voice Response Analytics Contact Center 95

ShepHyken

JULY 22, 2016

This week on our Friends on Friday guest blog post my colleague, Boaz Amidor, shares four techniques that have striking, measurable results when it comes to the efficiency of the Customer Support Program of companies providing online and mobile customer support. It is no doubt that excellent customer support is crucial to success. Shep Hyken.

Journey mapping 180

Journey mapping Customer Support Feedback Surveys 180

Cisco - Contact Center

SEPTEMBER 12, 2023

The Transformational Tech series highlights Cisco’s grant recipients that use technology to help transform the lives of individuals and communities. This blog features Cisco’s partnership with F… Read more on Cisco Blogs

Technology 87

Technology 87

CCNG

FEBRUARY 21, 2024

In this blog, we will explore how GenAI can revolution service and support for your organization. Prior iterations of self-serve technology have been associated with decreased customer satisfaction, but LLMs have really changed the landscape. This technology is more than a complex web of pre-written prompts.

Technology 195

Technology Customer Service Virtual Agent Self service 195

Enghouse Interactive

SEPTEMBER 10, 2020

It’s Not an Option – It’s Expected (Blog Series). Blog #3 of 3: Key Findings from “When, How and Why Customers Self-Help” Webinar . They do so by leveraging highly flexible and agile technologies from the start – such as combining Proactive Outbound Engagement with as many Self-Service capabilities as possible.

Self service 52

Self service Abandon rate Contact Center First call resolution 52

Creative Virtual

OCTOBER 9, 2018

CXtech, a new technology conference and showcase, is coming to London on 12 October. Co-located with AI & Robotics: The Main Event, CXtech will explore what’s new, what’s working and what’s coming next in customer experience (CX) technologies as companies are connecting with customers like never before.

Technology 40

Technology Customer Experience Chatbots Virtual Agent 40

Cisco - Contact Center

NOVEMBER 16, 2023

Career transformations take multiple forms and can occur at any stage of life. Technology is a great path for people who want to try something new, and Cisco Learning and Certifications offers an… Read more on Cisco Blogs

Technology 95

Technology 95

ShepHyken

DECEMBER 8, 2017

This week we feature an article by Mansi Bhatia who looks at ways organizations can transform contact centers into a customer engagement center. There is a dire need to transform the passive deposition of contact centers into a more dynamic counterpart – Customer Engagement Centers (CEC). Use Technology for Self Service.

Contact Center 112

Contact Center Customer Service Chatbots Virtual Agent 112

Enghouse Interactive

SEPTEMBER 29, 2020

AI Makes It Possible (Blog Series). Blog #1 of 4: The Customer Experience. Start by using Automated Conversations – as discussed in our recent self-service blog series , an organization has many options to improve the overall experience. Customer Perception = Their Reality. What is it? Why should they care, if you don’t?

Interactive Voice Response 80

Interactive Voice Response Chatbots Self service Enterprise 80

Comm100

MAY 25, 2022

These changes have occurred across industries and have accelerated the adoption of new technologies. 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. In the past few years, massive social changes have upset the business community.

Customer Service 52

Customer Service Contact Center Interactive Voice Response outsourcing 52

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

Beyond Philosophy

AUGUST 17, 2023

Pine says these experiences are not ordinary; they are transformative. So, time well invested corresponds to transformations. These organizations should ensure the transformation takes hold and that it lasts through time. Getting customers comfortable with these changes is essential to the transformation process.

Customer centricity 195

Customer centricity Self service Consulting Consulting 195

TechSee

AUGUST 14, 2023

Follow on LinkedIn Charlie Mitchell, Senior Editor at CX Today Charlie is an award-winning magazine editor, with vast experience in writing about technology, customer service, and much more. Jon’s thought leadership can be followed on his widely-read JAA’s Analyst Blog. of podcasts worldwide.

Customer Service 207

Customer Service Customer centricity Contact Center Consulting 207

Cisco - Contact Center

MAY 10, 2023

The Transformational Tech series highlights Cisco’s grant recipients that use technology to help transform the lives of individuals and communities. Read more on Cisco Blogs An estimated 37% of the world’s population – or 2.…

Technology 98

Technology 98