CSM Magazine

JULY 4, 2019

Customer service and experience has changed beyond recognition. From self-service to social media and automated chatbots, you have a plethora of opportunities to provide your customer with an amazing CX. As the customer journey becomes more multichannel, so too must your strategy.

Customer Service 45

Customer Service Multichannel Gamification Chatbots 45

NICE inContact

SEPTEMBER 10, 2019

Self-service is an important facet for creating a seamless customer experience. From a customer’s perspective they want to receive timely and error-free service in the channel of their choice. What do your customers really think about self-service? Forrester ).

Self service 60

Self service Contact Center Benchmark Customer Experience 60

CSM Magazine

NOVEMBER 27, 2019

Each year brings new ideas and new challenges to the customer service department. Register for this free webinar and join us on Thursday, Dec 12, 2019 11:00 AM – 12:00 PM CST (5:00 PM – 6:00 PM GMT). Register for this free webinar – Click Here! Moderator: Nicholas Zeisler, Principal, Zeisler Consulting.

Customer Service 52

Customer Service Chatbots Self service Consulting 52

TechSee

JUNE 16, 2022

As companies embrace the digitization of customer support, the new standard is much more than a phone conversation with a call center representative or a visit from a field agent. This list is an homage to the business leaders and influencers pushing the envelope when it comes to innovation in customer experience. Follow on LinkedIn.

Customer Service 251

Customer Service Chief Customer Officer Contact Center Consulting 251

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’s mission is to drive better customer experiences, and act as a platform that offers credible and robust self-service over. Read the rest here. »

Customer Service 78

Customer Service Banking Engineering Self service 78

Kayako

OCTOBER 8, 2015

Founder of CoSupport , and host of UserConf, the only customer support conference, Sarah Hatter will be joining Sarah Chambers, Head of Support here at Kayako for a webinar on Thursday 15th October to discuss the common communication mistakes support teams make. How to improve customer self-service.

Customer Support 90

Customer Support Self service Customer Service Customer Experience 90

Myra Golden Media

APRIL 11, 2023

This could involve training on product knowledge, customer service skills, and communication techniques. My Customer Service Master Class might be a good fit for training on soft skills. Learn more about Customer Service Master Class. Learn more about Balto AI’s solutions here.

Average Handle Time 156

Average Handle Time Contact Center First call resolution Analytics 156

Beyond Philosophy

MAY 15, 2023

How confident are you to deliver an excellent Customer experience (CX) in 2023 as we enter these turbulent times? I recently conducted a really interesting webinar with Verint where we looked at the 3rd year of some significant research they undertake called the Engagement Capacity Gap.

Customer Experience 195

Customer Experience Self service Feedback Management 195

ShepHyken

MARCH 19, 2021

She introduces a few female customer service speakers and shares their advice for women pursuing leadership roles in CS/CX. In the wake of International Women’s Day, it’s beyond time to talk about a pivotal issue in customer service: the lack of representation of women in leadership roles. COO at ultimate.ai

Customer Service 214

Customer Service Customer centricity Self service Metrics 214

Eptica

JANUARY 29, 2020

Date: Wednesday, January 29, 2020 Author: Anne-Merete Jensen - Senior Business Consultant The changing role of the customer service agent. Consumers are now able to find answers themselves through self-service, removing the need to email or call. 4 ways to differentiate with superior email customer service.

Customer Service 79

Customer Service Self service Best practices Consulting 79

Uniphore

JUNE 10, 2021

When the whole world went remote, people started calling in in record numbers, forcing businesses to reassess their customer service game. We gathered these insights from 12 months of webinars and roundtable discussions with our customers. 25% Lack of self-service options. And there’s no going back.

Call Center 98

Call Center Self service Contact Center Interactive Voice Response 98

Verint

APRIL 2, 2018

What would happen if self-service were more accessible, easier to use, and capable of resolving considerably more complex issues without escalating to an agent? Artificial Intelligence has the potential to redefine what’s possible in self-service. AI is exciting and has tremendous potential. Learn From Others.

Self service 42

Self service Chatbots Enterprise Best practices 42

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

TeamSupport

JUNE 20, 2023

Compounding these hurdles is the fact that providing excellent customer support is facing its own set of challenges. As customer support demand continues to increase by 11% per year, reduced staffing levels is causing 75% of customer service agents to face a serious risk of burnout.

Best practices 97

Best practices Self service Chatbots Analytics 97

SmartAction

MARCH 7, 2023

Any business that wants to stay competitive, reduce operational costs, and take its customer service to the next level should take note. This integration will enable voice-enabled self service, a feature that customers are demanding, and the ability to handle complex voice interactions.

Multichannel 82

Multichannel Virtual Agent Self service Accountability 82

Tethr

SEPTEMBER 9, 2020

One pillar of providing an effortless customer experience is to reduce channel switching which occurs when a customer is forced to bounce between multiple channels (chat, email, help articles, phone calls, etc.) And when done well, great self service options make customers happier.

Self service 62

Self service Customer effort Contact Center Customer Care 62

Quiq

OCTOBER 7, 2021

To answer this question, the Quiq team recently sat down with Katie Osberg at Google for a webinar discussion on what are some of the successful strategies and how different retail teams should use Google’s Business Messages. Top Google’s Business Messages (GBM) Strategies for Customer Service, Marketing, & Omnichannel.

Marketing 52

Marketing Customer Service Consulting Consulting 52

Solvvy

OCTOBER 30, 2020

Customer service is paramount to the success of any business. When striving to provide an exceptional customer service experience, three obstacles always stand in the way: Access, Speed, and Guidance. . Without seeking out this information, you lose out on return business because customers may never find their value.

Customer Service 48

Customer Service Chatbots Self service Analytics 48

SmartAction

JUNE 27, 2023

Showcase the benefits of AI: 24/7 availability, improved customer satisfaction, and optimized workforce utilization. Virtual agents handle after-hours inquiries, provide self-service options, and streamline interactions. With automation, you can deliver top-notch service, exceed customer expectations, and drive business growth.

Contact Center 80

Contact Center Virtual Agent Agent burnout Self service 80

Serenova

JULY 5, 2019

Join our Wednesday, July 10, webinar for guidance and perspective from our guest speaker, Forrester Research VP and Principal Analyst Art Schoeller, on how you can move toward a more customer-centric contact center that delivers greater customer satisfaction and competitive differentiation. Fortunately, there’s help.

Customer centricity 40

Customer centricity Contact Center Journey mapping Self service 40

Fonolo

JANUARY 17, 2023

Along with huge cost savings, AI will be a tremendous boon to customers longing for better self-service, and agents who need relief from repetitive taskwork. It’s clear that AI’s impact on customer care and CX will be profound. RELATED WEBINAR: The Impact of AI on Customer Experience.

Contact Center 154

Contact Center Interactive Voice Response Chatbots Average Handle Time 154

Fonolo

SEPTEMBER 11, 2018

Contemplating the eventual fate of humans in the customer service process leads to some spicy conversations. More broadly, it’s long been true that a focus on boosting self-service capabilities (with or without AI) is going to yield some reduction in agent need. Webinar: The Impact of AI in Customer Experience.

Customer Service 89

Customer Service Banking Contact Center Call Center 89

Enghouse Interactive

OCTOBER 21, 2020

Access the On-Demand Webinar Playback of “How AI-Enabled Super-Agents Improve CX” with Kate Leggett , Vice President and Principal Analyst Service Application Development and Delivery, Forrester Research, with Steve Nattress , Director, R&D and Jacki Tessmer , Vice President – Product Marketing, Enghouse Interactive.

Self service 76

Self service Contact Center Benchmark Chatbots 76

Fonolo

OCTOBER 5, 2023

FREE WEBINAR: Is Your Chatbot Really Just an IVR? 25, 2pm ET/11am PT for a live 30-min webinar. You wouldn’t be the first customer service professional to ask themselves if a chatbot is really any different than an IVR. Like chatbots, IVRs are used for basic self-service. Join us Oct. Save your seat!

Interactive Voice Response 57

Interactive Voice Response Chatbots Self service Virtual Agent 57

COPC

APRIL 1, 2024

By improving self-service channels, AI facilitates a more efficient and user-friendly customer service experience. The Expanding Reach of AI in Customer Engagement As AI tools become more practical for commercial applications, we’re seeing a surge in their adoption.

Customer Experience 89

Customer Experience Gamification Benchmark Chatbots 89

SharpenCX

JUNE 29, 2021

Inevitably, the roles humans take on and the tasks robots take over will shift how we work and what skills your customer service employees will need to learn to adapt. Read Next:] Coaching and Training Action Items to Inspire your Customer Service Training Program. No bot can replace the human skills your agents offer.

Customer Service 67

Customer Service Coaching Call Center call center software 67

NobelBiz

NOVEMBER 13, 2023

According to Forbes : 97% of consumers and 98% of contact center managers say customer service interactions impact whether consumers stay loyal to a brand. 61% of consumers will pay at least 5% more if they know they’ll get a good customer experience. This amount deducts your sales, marketing, and customer service charges.

Customer Experience 111

Customer Experience Contact Center Call Center Revenue potential 111

TechSee

MARCH 28, 2023

A few days ago, we hosted a webinar on the topic of Generative AI, Hype or Practical? Couldn’t make the entire webinar? To watch the webinar, check it out on demand here. We were joined by two of our senior technology experts, Hagai Ben Avi, VP of Integrated Solutions) and Renan Schilman, (VP of R&D).

Chatbots 109

Chatbots Enterprise Interactive Voice Response Technology 109

LiveChat

JANUARY 20, 2017

In this post, I’d like to focus on customer experience trends. Here’s how customer service of the future will look like. A quick history of customer service. Before we get to the future of customer service, let’s see how it looked in the past. It’s the era of omnichannel customer service.

Customer Service 62

Customer Service Customer Experience Chatbots Self service 62

Enghouse Interactive

JUNE 17, 2020

Register for our Webinar with Robin Gareiss, President and Founder of Nemertes Research . Blog #1 Enhancing the Customer Experience. Help Customers Help Themselves with Self-Service. Virtual Assistants) complement the IVR and have become a powerful self-service tool as well. Consistent Messaging.

Interactive Voice Response 52

Interactive Voice Response Self service Abandon rate Contact Center 52

Solvvy

APRIL 11, 2022

People are more stressed than ever, so it’s no surprise that customer service agents are feeling the heat when interacting with customers frustrated by shipping delays, product supply issues, website questions and…bad days. So how can we de-escalate angry customers?

Construction 91

Construction Wait times Chatbots Self service 91

Enghouse Interactive

JULY 7, 2020

Register for our Webinar with Robin Gareiss, President and Founder of Nemertes Research. In our first blog, we explored how Microsoft Teams, when integrated into a Contact Center, helps provide a better experience for the end-customer. Self-Service Helps Agents Too. Blog #2 Microsoft Teams Drives Agent Productivity.

Self service 52

Self service Contact Center CRM Quality management 52

ShepHyken

AUGUST 1, 2017

Click Here to view the webinar Shep mentions during the beginning of the Episode with Jeff. Top Takeaways: AI doesn’t get rid of customer service jobs. With the help of AI, customer service representatives will be able to devote their time to helping customers better, adding value to the relationship.

Education 186

Education Self service CRM Best practices 186

Solvvy

DECEMBER 17, 2019

Nearly all of the companies who have implemented AI in their CX and customer support have reported meaningful benefits such as revenue increase and cost reduction. SeatGeek has been able to stay ahead of their competition by leveraging AI capabilities to create an effortless customer experience.

Self service 62

Self service Banking Chatbots Technology 62