CSM Magazine

MARCH 28, 2019

Last week, CSM joined over 500 customer support, experience and workforce management leaders to discuss how executives are building their 2019 workforce and supporting their most important resource – their agents. You can view the webinar recordings here. Check out the full attendee list for the Customer Service Summit !

Customer Service 40

Customer Service Banking Customer Support Technology 40

Babelforce

NOVEMBER 4, 2021

With this in mind, it’s easy to see why you might want to add WhatsApp as a customer service channel. Offering Customer Support With WhatsApp. WhatsApp makes it easy for businesses to provide support via the platform. 6 Major benefits of WhatsApp for customer support. #1

Customer Support 98

Customer Support Contact center software Contact Center Self service 98

Fonolo

SEPTEMBER 12, 2018

In particular, AI is having a noteworthy impact on the contact center industry, a space that represents the front line and links businesses with customers. Gartner predicts that in the next two years, 25% of customer service operations will be catered by forms of AI. VPs & Directors of Customer Experience.

Contact Center 59

Contact Center Big data Chatbots Education 59

CCNG

JUNE 7, 2023

A recent search about how Chat GPT can and will assist in customer service, contact center and customer experience shows many ways ChatGPT can be a potentially valuable tool including: Answering Frequently Asked Questions (FAQs) : Chat GPT can handle repetitive and commonly asked questions by providing instant and accurate responses.

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Contact Center CCNG APIs Scripts 195

Nicereply

SEPTEMBER 29, 2022

Customer service communities give you more than you could be expected. The importance of strong customer service management is often overlooked, but the numbers speak for themselves when it comes to retaining current customers over acquiring new ones. Support Driven. Look at our list of the top groups.

Customer Service 98

Customer Service Best practices Education call center professionals 98

Interactions

JANUARY 26, 2023

The telephone is still a popular customer service and support channel, but unstructured voice communications present security risks and compliance challenges, particularly in a work-from-home (WFH) environment. To learn more about how Interactions Trustera keeps sensitive customer data safe, check out our webinar.

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Customer Service Healthcare Contact Center Surveys 62

Customers That Stick

NOVEMBER 16, 2020

Note: This blog post contains information related to and provide by a client of CTS Service Solutions. First, Sign Up for the Webinar: November 19, 2020. Agara is an autonomous voice engine powered by Real-time Voice AI designed to handle customer support calls without any human intervention. Read the rest here. »

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Customer Service Banking Engineering Self service 78

CSM Magazine

JUNE 13, 2018

Customer Service is evolving at an unprecedented rate and so are your customers’ expectations. To stay relevant, leaders must refine their customer support strategy for 2018. Register for this free webinar and join us on 14th June at 3pm BST/4pm CEST. (7:00am 7:00am PDT, 9:00am CDT, 10:00am EDT). (If

Customer Service 40

Customer Service Customer centricity Chatbots Best practices 40

Vcaretec

JUNE 10, 2022

When we hear about the term ' Customer Support Outsourcing ', the first thing that comes to mind is that it means cutting your employees and outsourcing your work. Customer Support Outsourcing is one of the prominent factors in measuring the success of a business or company. What is Customer Support Outsourcing?

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outsourcing Customer Support Multi-channel support Call Center 52

CSM Magazine

JULY 25, 2019

As we all know, the customer support team have been an undervalued part of the organization for decades. However, as the backbone of all customer facing strategy, they can make or break a business. To find out how, join Incite Group’s webinar, “Supercharge Your Workforce” (July 30, 11 AM EST).

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Metrics Customer Service Customer Support Customer Experience 40

ClientSuccess

SEPTEMBER 21, 2020

In today’s B2B technology world, it seems common that the phrases “customer success” and “customer support or service” are often intertwined. After all, they’re both about serving the customer and ensuring they’re finding success with your product or service, right? How Do These Functions Work Together?

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Customer Support SaaS B2B Technology 65

Comm100

JANUARY 17, 2024

Lean into Automation – Transforming Customer Service with AI & Human-Bot Harmony In a world where immediacy and personalization have become the cornerstones of brand communication, the realm of customer service is undergoing a revolutionary transformation. How does it benefit organizations and customer experience?

Customer Service 75

Customer Service Chatbots Customer centricity Feedback 75

CSM Magazine

JUNE 17, 2021

Yext Inc, the AI Search Company, today announced new integrations with Zendesk Inc, as part of its continued focus on empowering customer support teams. Yext Support Answers , released in May, is a suite of enterprise search solutions built on Yext’s AI-powered platform for customer support use cases.

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Customer Support Enterprise Self service Technology 52

Inbenta

DECEMBER 21, 2023

RESOURCES Webinars Chatbot AI for Enterprise: Secrets to Enhancing Customer Experience While Maintaining Compliance AI is reshaping how businesses engage and communicate with their customers. Webinar recording available in English only. What questions do you have for the speaker?

Chatbots 52

Chatbots Enterprise Contact Center Sales 52

TeamSupport

AUGUST 3, 2020

How many times have we heard that when calling a customer support line? And it’s worse if you are a B2B customer because your issue could be mission-critical and if you’re waiting for a response for your issue to get resolved, so are your B2B clients. How-to webinars in the form of a “university”-style series.

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B2B Customer Support Abandon rate Self service 64

TeamSupport

JULY 22, 2020

Now that we’ve reviewed four elements of B2B customer support excellence and the strategic business impact of each in Part 1 of this blog series—profit contribution, brand reputation, efficiency, effectiveness—let’s take a look at goals and action items that will get you there. And the likelihood that they will renew?

Customer Support 52

Customer Support B2B Technical Support Education 52

ChurnZero

JULY 7, 2020

Because customer retention is tightly correlated with customer satisfaction and customer service. As such, Customer Success and Support teams need to work together closely to keep customers happy and coming back for more. The Difference Between Customer Support and Customer Success Teams.

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Customer Support Education Customer retention Feedback 90

Netomi

MARCH 14, 2022

In honor of International Women’s Day, we at Netomi are celebrating CX ‘Sheroes’ who are leading from the front in the world of customer support and CX. From our Women of Influence list to our CX Sheroes webinar, we are shining a spotlight on inspiring female leaders who are doing their part to #BreakTheBias. Bridging the gap.

Customer Service 59

Customer Service Education Analytics Coaching 59

Inbenta

OCTOBER 30, 2023

RESOURCES Webinars Chatbot AI for Enterprise: Secrets to Enhancing Customer Experience While Maintaining Compliance AI is reshaping how businesses engage and communicate with their customers. Webinar recording available in English only. What questions do you have for the speaker?

Chatbots 52

Chatbots Enterprise Contact Center Sales 52

Branch Mesenger

MARCH 20, 2018

Last week, we hosted our second webinar. We were joined by a very special guest, bestselling author and expert on all things customer service -- Shep Hyken. Shep joined us to talk about some of the following topics and trends that are shaping the world of customer service: The state of customer service in 2018.

Customer Service 48

Customer Service Airlines Technology Upselling 48

CSM Magazine

NOVEMBER 29, 2021

No matter how good your product is or how attractive the prices are, one of the main things the clients will remember is customer support. The quality of such support is defined by the excellence of interaction and the skills of support agents. What is customer service? Boosting customer interaction.

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Customer Service Journey mapping Analytics Feedback 59

CSM Magazine

MARCH 27, 2020

The definitive guide to supporting customers from product to retention by Emil Hajric, CEO at Helpjuice.com. It’s easy to see effects of bad customer service—one request slips through the cracks and you could be looking at a public battle on your social media accounts tomorrow. What is Customer Support?

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Customer Support Self service Feedback Upselling 52

Help Scout

SEPTEMBER 7, 2021

Customer satisfaction and customer service quality are not necessarily linked at all, and that’s a problem because plenty of customer service teams rely on CSAT and NPS surveys to judge their performances. Step 1: Define customer service quality for your company.

Customer Service 118

Customer Service Feedback Surveys Personalization 118

Kayako

OCTOBER 27, 2015

Last week, Sarah Hatter of CoSupport and Sarah Chambers of Kayako joined forces to present a fantastic live webinar about the top five customer support mistakes all businesses make, and how to conquer them. Sarah Hatter founded CoSupport in 2011, and in 2014 released her first book The Customer Support Handbook.

Customer Support 88

Customer Support Education Coaching Self service 88

VirtualPBX

MARCH 1, 2022

Let us tell you why in our new partner webinar. Partner Webinar Kickoff. Join us for our partner webinar, “Become a High-Earning VoIP Partner,” on March 9th at 11 am Pacific. Partner Webinar Overview. Be sure to reserve your slot for this upcoming partner webinar today. We want to help you succeed.

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voip Accountability Marketing Sales 98

Kayako

SEPTEMBER 15, 2016

Perhaps you entered a career in customer service for the wrong reasons? Or maybe your helpdesk is limiting you to reactive customer service? Satisfaction for working in customer support has been sinking. Customer support professionals are 6.8% How Customer Support Managers can reduce burnout.

Customer Support 68

Customer Support Feedback Best practices Engineering 68

Toister Performance Solutions

NOVEMBER 30, 2017

The webinar software picked the wrong time to get wonky. I placed a frantic call to technical support. She skipped all of the usual items on the support checklist ("Yes, I've tried rebooting my computer.") The rep offered to stay on the line with me until my webinar started. There was a lot on the line. Never Miss a Post!

Customer Support 80

Customer Support Technical Support Self service Coaching 80

Fonolo

SEPTEMBER 19, 2018

And, as we’ve seen in now notorious cases (lest we forget the United Airlines incident ), it’s become a way for customers to size up and shout about serious blunders in customer service to an ever-growing court of public opinion. Webinar: The Impact of AI in Customer Experience. Successful Cases Studies.

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Airlines Chatbots Education Contact Center 237

Help Scout

NOVEMBER 4, 2018

At Help Scout, we believe in helping people build fulfilling careers in customer service and support. In our “Understanding Customer Service Jobs” posts, we showcase different roles suited to customer service professionals. Writing and improving customer service processes.

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Customer Support Technical Support Service level Customer Service 40

Squelch

SEPTEMBER 27, 2019

Last month, Squelch was honored to sponsor a webinar titled The Evolution of Support: How to Manage Customer Support in an Era of Self-Help. If you follow blogs, podcasts, or social media accounts that cover customer support, you’ve no doubt heard a lot lately about self-help. The Struggle Is Real.

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Customer Support Management Self service Call Center 49

CSM Magazine

NOVEMBER 28, 2022

You’ve created a customer service software solution that’s as close to perfection as it gets. Fortunately, there are a few things you can do to ensure a safe and successful launch of your customer service software. Here are five steps to ensure your customer service software will be a guaranteed hit.

Marketing 52

Marketing Customer Service Metrics Feedback 52

Nicereply

JANUARY 16, 2023

Every customer service team has to deal with angry customers and haters. Dealing with them is harder than talking to happy and satisfied customers, but these interactions can be valuable—for your company, your team, and for you as an individual. Interacting with people is part and parcel of customer service.

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Customer Service Feedback Airlines Construction 59

Quiq

APRIL 18, 2019

In this on-demand webinar, Kate Leggett, Principal Analyst at Forrester Research joins Mike Parish, of Brinks Home Security, to discuss how to connect with customers through messaging and bots. The post Forrester Webinar: Connecting with Customers Through Messaging and Bots appeared first on Quiq. Watch Recording.

CRM 40

CRM Customer Service Management Customer Support 40

COPC

APRIL 1, 2024

These advancements are not only reshaping new hire training but are also setting new benchmarks for efficiency and effectiveness in customer support. Related GenAI, LLMs and AI Assistants: A Deep Dive into Customer Experience Technology AI at the Heart of the Digital Customer Experience Transformation COPC Inc.

Customer Experience 89

Customer Experience Gamification Benchmark Chatbots 89

Quiq

NOVEMBER 21, 2019

Messaging has become one of the most important channels that companies have turned to for customer engagement and bots have surfaced as a way to help automate this channel. Watch the on-demand replay of this Execs In The Know webinar to learn how to successfully launch bots in your customer-facing teams.

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Average Handle Time Customer Experience Management Customer Support 40

Quiq

NOVEMBER 21, 2019

Messaging has become one of the most important channels that companies have turned to for customer engagement and bots have surfaced as a way to help automate this channel. Watch the on-demand replay of this Execs In The Know webinar to learn how to successfully launch bots in your customer-facing teams.

Average Handle Time 40

Average Handle Time Customer Experience Management Customer Support 40

Fonolo

APRIL 18, 2019

The key takeaway is that you cannot skimp on customer service. So, how do you reduce costs while not damaging your customer service function? Investing in the right technology can go a long way in reducing costs while actually improving the overall quality of customer service. Successful case studies.

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Contact Center Customer Service Call Center Scripts 59