ShepHyken
APRIL 23, 2024
In the customer service world, we could consider this to be ongoing training that keeps your employees sharp with the latest tools and technology to help provide the best possible support and experience. Product improvements, new technology, new processes, and more can give your customers a fresh experience.
ShepHyken
NOVEMBER 29, 2019
This week we feature an article by Rahul Varshneya whos writes about how technology innovations are continuously improving the customer experience. This Maya Angelou quote fits perfectly when talking about the factors responsible for positive brand customer service. So, what part does technology play in this?
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CCNG
JANUARY 10, 2024
As the contact center industry looks toward ChatGPT and other emerging technologies, the positive possibilities seem endless. Information that can be updated and delivered instantaneously by an agent to a customer looks like a productivity boost as well as a driver of positive customer experiences. It’s always changing.
ShepHyken
NOVEMBER 27, 2023
Top Takeaways: Businesses use advanced technology like search and generative AI to create better customer experiences. When customers visit a company’s website and use the search bar to find information, the technology behind it can provide relevant and helpful results, making it easier to get the answers they need.
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To find how contact centers are navigating the transition to omnichannel customer service, Calabrio surveyed more than 1,000 marketing and customer experience leaders in the U.S. about their digital customer communication strategies. Read the report to find out what was uncovered.
CCNG
OCTOBER 25, 2023
In a recent CCNG member Town Hall, Kelly Sigmond led this discussion on how to achieve successful employee engagement implementing Customer Experience technology. Kelly has extensive experience as a CX champion and leader, working for the United States Postal Service for 32 years.
Beyond Philosophy
DECEMBER 2, 2023
Unleashing the Power of AI vs. Human Touch: Which Delivers a Superior Customer Experience ? So, we have a proposition for you: If you have something you want to say about experiences or technology, statistics, or reports, feel free to share them via video. I often say, “None of us are as clever as all of us.”
Speaker: Jeremy Watkin, Director of Customer Experience at FCR
Tune in for some practical tips for improving agent engagement, reducing attrition, and improving your overall customer experience. How these emerging technologies can improve engagement, reduce churn. By the end of this webinar, you will know: If your organization is ready to implement AI.
Speaker: Rhonda Basler, Director of Customer Engagement, Hallmark Business Connections
You don’t need the latest, greatest CRM technology or data visualization tools. Using your innate empathy and applying that to your marketing and customer experience through emotional intelligence CAN be the game changer you’re looking for.
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What does it take to engage agents in this customer-centric era? Download our study of 1,000 contact center agents in the US and UK to find out what major challenges are facing contact center agents today – and what your company can do about it.
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Determining behaviors that are critical to successful customer experiences, and then coaching agents to exceed that standard on every customer interaction, is the key to running a great contact center.
Speaker: Colin Taylor, CEO & Chief Chaos Officer at The Taylor Reach Group, Inc
These challenges include the retirement of the baby boomer generation, low unemployment, the recession, and consumer trends that call for proactive customer engagement. 2023 is around the corner and as exciting as this is, it's easy to get lost in the shuffle of EX, CX, and technology if you don’t have the right information and perspective.
Speaker: Laura Sikorski, Contact Center Consultant
It is where centralized conversations take place, the voice of the customer is amplified, and the amount of data captured is significant. Technology must provide reliable options for customers to reach you when they want and obtain the same great service regardless of the channel they choose. ROI from technology improvements.
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With the right environment, your contact center will transform from a necessary operation to a beacon of customer excellence for your company’s brand. Focus on people, not technology. Start by making these 5 key changes: Work with your CRM. Make conversations personal. Make conversations flow effortlessly.
Speaker: Jim Rembach, Editor in Chief, CX Global Media
Most contact center leaders view the touchpoint from agent to customer as the most important. The touchpoint from contact center leaders to their employees has become essential in order to introduce these new technologies as a form of empowerment rather than a total replacement. The rise of chatbots and AI has changed that.
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