Inbenta

APRIL 10, 2024

How Banks Can Leverage AI to Improve Self-Service, NPS and Customer Experience at Scale When customers think about their banking relationships, what do they prioritize? It turn out quality customer service ranks higher than most other priorities, including branch locations or sign-up bonuses.

Banking 52

Banking Self service Chatbots Customer Service 52

ijgolding

DECEMBER 2, 2015

Followers of my blog will know that I am keen to share others perspectives on the subject of Customer Experience when the opportunity arises. ” The big question is HOW do you achieve it – how do you transform an organisation to become Customer Centric? You can view and download the full White Paper here.

Customer centricity 48

Customer centricity Enterprise Advertising Consulting 48

ShepHyken

JUNE 24, 2019

Each week I read a number of customer service and customer experience articles from various resources. Customer Clairvoyance: I Never Knew I Always Wanted This by Chip Bell. Steve Jobs had the goal of giving a customer something they didn’t know they needed or wanted until they actually started using it.

Customer Service 281

Customer Service Customer Support Customer Experience 281

CCNG

JANUARY 17, 2024

That was the response I received from my daughter’s friend, Jake, after I asked him how he liked his new job as a customer service representative for a large national retailer. “I hate my job. If they don’t care, why should I?”

CCNG 195

CCNG Calibration Employee engagement Call Center 195

Fonolo

JUNE 14, 2018

Whether your gaze is firmly fixed on customer service or the overarching customer journey, timeliness combined with efficiency is one of the most important, universal, and constant pieces of a good client experience. The critical aspect to any ‘race to the top’ is speed. Your business depends on it.

Chatbots 90

Chatbots Brand ambassadors Agent burnout Complaint resolution 90

Callminer

JULY 22, 2020

For information on reducing employee churn at your call center, download our white paper, Understanding How Interaction Analytics Can Reduce Agent Attrition. This termination letter example shows how you can go about issuing a termination notice to businesses whose services you had previously contracted.

Call Center 182

Call Center Customer Service Best practices Coaching 182

CCNG

DECEMBER 1, 2022

These best-practices have come from decades working alongside top people in customer service and support. For a complete list of our best-practices you can use this link for a copy of the full white paper. However, I believe these strategies can be applied almost universally.

Best practices 195

Best practices CCNG Personalization Customer Service 195

ShepHyken

NOVEMBER 24, 2017

This week we feature an article by Brooke Harper who writes about the importance of using social media to provide great customer service. If you’re not monitoring what customers are saying about you and your company on social media, what are you waiting for?! – Shep Hyken.

Customer Service 220

Customer Service B2B B2C Accountability 220

ShepHyken

MARCH 26, 2019

About : Dr. Natalie Petouhoff is the Vice President of Customer Service Innovation at Salesforce Service Cloud. With years of experience as a contact center analyst, a customer service advisor, and more, she has authored over 150 white papers, e-books, and webinars.

Chatbots 308

Chatbots Contact Center Technology Customer Experience 308

Fonolo

NOVEMBER 30, 2017

In Fonolo’s latest white paper, “ 9 Critical Contact Center Trends for 2018 ,” it’s revealed that 18-24 year olds actually express an increased appreciation for the voice channel. If a customer has to repeat their issue over and over to different agents, you’re showing complete disrespect for their time and patience.

Interactive Voice Response 194

Interactive Voice Response Call Center Contact Center Metrics 194

Nextiva

JULY 8, 2019

Ask yourself if you’d like to be pitched to immediately after you’ve downloaded an ebook or white paper. So, what’s changed in customer loyalty programs? How do you keep ramping up customer retention? What does amazing customer service mean […]. We’re guessing, no.

Customer Service 67

Customer Service voip Chatbots Customer retention 67

Fonolo

AUGUST 22, 2018

You will not regret it; and you yourself will feel rewarded with rejuvenated, efficient agents, better calling experiences, and improved customer service (resulting in happier customers!). You will see that reflected in your improved customer experience reports, and soaring team results.

Contact Center 187

Contact Center Sales Service level Customer Service 187

Fonolo

FEBRUARY 6, 2020

At Fonolo, we’ve been wary of reading too much into channel preference data and cohort studies , but there is no denying that SMS is becoming a more significant part of customer service interactions. Businesses are getting the message, pun intended, and are starting to engage and serve customers through this channel.

Customer Service 91

Customer Service B2C Contact Center Technical Support 91

Fonolo

JANUARY 20, 2020

Welcome to our *new* biweekly news roundup, where we give you the latest and greatest in customer service technology, news, and views. As always, the customer service space reads like a riveting novel, full of conflict, drama, beauty, disappointment, hope, taxes, unanswered phonecalls, and robots. New in Contact Centers.

Customer Service 117

Customer Service Contact Center Call Center Healthcare 117

Callminer

FEBRUARY 19, 2020

For information on improving the customer experience through the use of innovative AI technology, download our white paper, How AI Improves the Customer Experience. However, this diversification of customer service channels makes staying on top of communication more complex in practice.

Call Center 287

Call Center Technology Accountability Customer Support 287

Up Your Service

NOVEMBER 28, 2019

This program is now delivered in person, online, with ‘Train-The-Trainer’ support, is easily customized, and has been translated into 15 languages for clients around the world. A lot of the research has been published in this white paper which Harvard Business Review enjoyed and they excerpted it into an article.

Customer Service 52

Customer Service B2C Education B2B 52

ShepHyken

NOVEMBER 16, 2016

If it was good, it might prompt a customer to pick up the phone or email an inquiry. But, today a good website is about offering up new content, sometimes daily (or even more often), in the form of articles, white papers, videos and even games. Customers can post comments and interact.

Marketing 335

Marketing Customer Experience Advertising Sales 335

CCNG

JANUARY 4, 2023

Simply scanning paper-based manuals into electronic for­mats, or using legacy knowledge management software does not provide the high-impact, just-in-time informa­tion that today’s customers want. Customers are getting more demanding and many managers are looking for ways to break through to higher levels of customer satis­faction.

Customer Experience 195

Customer Experience Contact Center CCNG Self service 195

Talkdesk

MAY 28, 2020

In addition, it’s a considerable investment that can have devastating effects on voice quality and create customer service issues that may not become apparent until it’s too late. Customer service and retention are at the core of all business operations.

Contact Center 79

Contact Center Personalization Customer Support Technology 79

Fonolo

MARCH 22, 2018

In a society becoming increasingly obsessed with text messages, DMs, and emojis, it turns out that authentic, real-time human interaction through phone calls is still the preferred way to deliver optimal customer service. Customers’ Trust a Person’s Voice Over Text. Phone Calls Lead to Customer Satisfaction and Retention.

Customer Service 79

Customer Service Customer retention Call Center Contact Center 79

Fonolo

MARCH 6, 2020

Getting back to your customers in a reasonable amount of time will help establish a connection with your customers and give them something to appreciate about you. Using your social media platforms to basically turn customer service questions into tickets that you can address will actually save you time too.

Customer Service 122

Customer Service Call Center Contact Center Accountability 122

Fonolo

DECEMBER 5, 2017

Last week, Fonolo hosted an insightful live discussion on how to handle customer service in a crisis. This expert panel discussed what brands can do to ensure that customer service is not compromised during times of stress in the contact center. White Paper: 9 Critical Contact Center Trends for 2018.

Customer Service 75

Customer Service Management Call Center Morale 75

Callminer

MARCH 12, 2020

Download our white paper, Sitel + CallMiner Survey: Preventing Fraud and Preserving CX with AI , to learn more about the importance of data security for compliance within the call center environment.

Call Center 182

Call Center Analytics Best practices Government 182

ShepHyken

MARCH 31, 2018

Over the last few years, customer service has shifted from traditional phone support toward social media channels like Twitter, Facebook, Instagram, and others. Dan Gingiss started the Social Customer Care Track and interest has grown exponentially. Social Media Changes Customer Service. Even millions!

Marketing 217

Marketing Customer Service Airlines Self service 217

Fonolo

APRIL 4, 2018

Apple announced “Business Chat” in June, staking a claim to a vital piece of the ecommerce landscape: the channel for customer service communication. Apple clearly has a vision for how customer service should work. Chat has been the tantalizing future of customer service for a long time. No Bots Please.

Customer Service 90

Customer Service Chatbots Government Contact Center 90

ConvergeOne

NOVEMBER 1, 2022

The results of these types of incidents can include systems downtime, lost business, customer service degradation, lost or stolen data, missed market opportunities, decreased productivity, workplace upheaval, and many other negative repercussions. Download the full white paper.

Construction 88

Construction Surveys Marketing Technology 88

Fonolo

AUGUST 16, 2018

Luckily there are shining examples of individuals who, through their empathetic, supportive, and engaging customer support habits, provide evidence of good in the world. More specifically, they are the Humans of Customer Service. Winning: How to Nominate a Human of Customer Service. They are not bots.

Customer Service 86

Customer Service Feedback Technology Customer Support 86

Callminer

MAY 27, 2020

For additional information on improving the customer experience through analytics, download our white paper, Reduce Churn and Increase Customer Satisfaction with Speech Analytics. Contact Centers Leverage Self-Service. Self-service is one area in which contact centers shine due to their multi-channel approach.

Call Center 207

Call Center Contact Center Interactive Voice Response Analytics 207

Natalie Petouhof

JUNE 29, 2019

white paper Table of Contents Executive Summary 2 What is a Social Customer? 4 The Challenges in Managing Today’s Social Customer Service 5 Is Your Company at Risk for Social Media Disasters? 3 What Does this New Socially-Enabled Enterprise Look Like? 5 Examples of Brands Affected by Negative […].

Enterprise 40

Enterprise Customer Service Management 40

Callminer

MAY 11, 2020

Download our white paper, Understanding How Interaction Analytics Can Reduce Agent Attrition , to learn more about how interaction analytics can help you create a positive company culture and better support your employees to reduce attrition. Meet Our Panel of Customer Service & Customer Experience Managers: Anh Trinh.

Management 273

Management Customer Experience Customer Service Coaching 273

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.

Customer Service 136

Customer Service Chief Customer Officer Contact Center Call Center 136

Vonage

SEPTEMBER 8, 2017

Social media has changed the rules of customer service. There was a time when if a customer wanted to complain, they’d have to dial the customer service number and then wait in a queue for 10, 20 or 30 minutes. It’s therefore not surprising that many businesses have concerns about social media customer service.

Customer Service 101

Customer Service Feedback Marketing Accountability 101

Beyond Philosophy

MAY 14, 2015

Parature is a research and advisory firm specializing in communicating service-centric best practices. Their Customer Service Success Blog reported some interesting stats to consider about Customer’s self-service options, including: By 2017, Only 1/3 of Customer service interactions will require human assistance.

Self service 402

Self service Best practices Customer Experience Call Center 402

Beyond Philosophy

SEPTEMBER 7, 2015

Here are just a few powerful ways that any company can use social media to engage with their customers: If customer service is important to you, and it should be, then have someone (or a team) be part of your social service strategy. And, of course you have to create the content and information that you post.

Advertising 416

Advertising Engineering Consulting Consulting 416

Fonolo

APRIL 2, 2019

We share a lot of diverse content, including lists of industry reports , links to discussion groups , and our own white papers. Directly CEO Antony Brydon on What’s Holding Back AI-Based Customer Service. A little bit off the beaten path, Directly has a very interesting approach to customer service.

Contact Center 78

Contact Center Customer Service Call Center Enterprise 78