ShepHyken

FEBRUARY 12, 2024

This episode of  Amazing Business Radio with Shep Hyken  answers the following questions and more: How is artificial intelligence used to improve customer interactions in contact centers? What are the challenges in finding the right balance between technology and human support in customer experiences?

Brand ambassadors 368

Brand ambassadors Healthcare Contact Center Self service 368

Toister Performance Solutions

AUGUST 22, 2019

When I started working in contact centers they were called call centers because that's what customers did. Customers have far more options for contacting a company beyond the phone. On one hand, we want to serve customers using the channels they prefer. What service channels to customers prefer? They called.

Contact Center 67

Contact Center Call Center Customer Service Management 67

Callminer

NOVEMBER 10, 2014

CallMiner resource guide on how to provide multi-channel customer support in today’s digital era.

Customer Support 182

Customer Support 182

OctopusTech

JULY 22, 2018

Ever since the customers can reach the company via phone, there has been a tremendous decrease in the amount of letters sent to these companies. Twitter and other social media channels were quick to follow. The same thing happens for every channel. Live chat work as an excellent customer support channel simply because.

Customer Support 69

Customer Support Upselling Sales Personalization 69

Help Scout

AUGUST 22, 2023

How to smoothly move a conversation from one channel to another without upsetting your customer. Read the full article

45

45

Return Customer

FEBRUARY 28, 2018

Case in point: Choosing to not operate a call center from the cloud won’t allow businesses to keep up with customers’ demands in real time. Indeed, customers don’t want to be put on hold as live agents determine how and where they should be transferred. You might be asking yourself where to start.

Customer Support 71

Customer Support Cloud contact Wait times Contact Center 71

Relay Blog

DECEMBER 18, 2018

These days, consumers don’t just want digital customer support, they’ve come to expect it. The post Customer Support Transformation Part 1: Driving Digital Channel Adoption appeared first on Relay.

Customer Support 66

Customer Support 66

Customer Service Life

OCTOBER 29, 2018

I’ve found the topic of support channel mix to be an interesting study in organizations. Traditional channels can be categorized a few different ways. Phone and video are live channels that use both spoken and nonverbal communication. Email, not a live channel, is a written mode of communication.

Contact Center 60

Contact Center Feedback Chatbots Education 60

ShepHyken

OCTOBER 12, 2022

Social customer care may not be the most popular channel to deal with customer issues for most businesses, but that doesn’t mean it’s not important. More and more customers are turning to social media to get help. For now, let’s address why companies aren’t using social channels. . More on why in just a moment.

Customer Service 391

Customer Service Customer Care Customer Support 391

ShepHyken

JULY 31, 2023

Top Takeaways: In the age of advanced technology, it’s crucial for businesses to prioritize the overall customer experience. Understanding and predicting customer needs are key to effective customer engagement. Customer interaction often spans multiple departments or silos within a company.

Chatbots 296

Chatbots Enterprise Contact Center Technology 296

CSM Magazine

JULY 24, 2015

In the not-too-distant past, most customer support was conducted by telephone. Then, over the years, technology changed the way we communicate and companies added more customer support channels. As social media and website capabilities evolved, channels were expanded further.

Omni-channel support 79

Omni-channel support Multichannel Self service Virtual Agent 79

5CA

JANUARY 18, 2019

Choosing the right channel to do customer support can make or break a fledgling business. Understanding the trade-offs between the most common channels is essential.

Customer Support 40

Customer Support 40

ShepHyken

FEBRUARY 12, 2021

This week we feature an article from Veronika Filipkova, a professional content editor and Chief Customer Officer at SupportYourApp. She shares different channels and strategies for creating the most convient customer support experience for your customers. Customer Support Channels to Develop in 2021.

Chief Customer Officer 273

Chief Customer Officer Call Center Consulting Consulting 273

ShepHyken

DECEMBER 19, 2023

If I asked 10 people who they thought could be planet Earth’s most customer-centric company, I bet a majority would have the same answer. For now, you can guess. Cindy, from my office, had a customer service issue. This is the way omni-channel is supposed to work. I’ll share that company’s name at the end of this article.

Customer centricity 212

Customer centricity Chatbots Self service Feedback 212

ShepHyken

JANUARY 16, 2024

When it comes to customer service and customer experience (CX), there is a difference between perception and reality. First, how we think our customers perceive our customer service and CX is often not the reality. It’s what our customers say. They should learn firsthand what it’s like to be a customer.

Customer Service 352

Customer Service Customer centricity Surveys Customer Support 352

CCNG

JUNE 21, 2023

When the time comes to seek support, customers reach out to brands across a variety of channels. And now, digital channels are at the forefront of customer choices. Limitations and roadblocks Without tools to track customer interactions, you’re left with random, winding customer journeys.

Customer Service 195

Customer Service CCNG Self service Automotive 195

ShepHyken

JANUARY 4, 2023

And in the world of customer service and CX, there is much to be excited about. Last month I released my annual Top Ten Customer Experience Predictions in my weekly Forbes column. Customers Will Be Smarter and More Demanding Than Ever – I may sound like a broken record as I start each year with this prediction. Here we go: .

Customer Experience 336

Customer Experience Customer Service B2C Self service 336

CX Accelerator

MAY 25, 2022

Written by Jenny Dempsey, 5.25.2022 You don’t actually want to contact customer support. Before a customer can reach out to get support, there needs to be communication channels in place. Your company will choose which channels to configure for customers to reach out. You may use some or all of them.

Customer Support 316

Customer Support Wait times Self service Best practices 316

ShepHyken

JANUARY 4, 2022

They discuss how to use AI and automation to increase efficiency, capacity, and effectiveness within your contact center and ultimately deliver a better customer experience. A lot of companies buy into the “Digital Fallacy” or the belief that digital channels are the only things that matter, and that voice is no longer important.

Virtual Agent 318

Virtual Agent Interactive Voice Response Contact Center Consulting 318

Omnicus

AUGUST 29, 2022

Poor customer service is costing businesses more than 75 billion dollars a year. Discover exactly what it takes to deliver incredible customer experiences visit after visit, call after call.

Customer Support 56

Customer Support Contact Center Customer Experience Customer Service 56

ShepHyken

APRIL 23, 2021

He shares customer service best practices that successful brands use to help their customers on social media. Another intuitive and frankly underutilized way brands can use social media is for addressing customer service inquiries. . Why use social media as a customer service channel? .

Customer Service 314

Customer Service Advertising B2B Chatbots 314

Comm100

AUGUST 11, 2016

There are so many different customer service support channels these days that it can be hard to know where to focus your efforts. Luckily, an operator with the right skills can handle multiple channels like a champion. In order to negotiate with customers, you should: Gain common ground. Flexibility. How old is he?

Customer Service 43

Customer Service Scripts Sales Benchmark 43

TeamSupport

NOVEMBER 30, 2023

Your company’s reputation depends on excellent customer support. Even if you utilize tools like self-help, community forums, or automation, some customer issues still require a human touch. Although hiring staff can be costly, companies can’t afford to skip it if they are concerned about customer satisfaction.

Customer Service 106

Customer Service B2B Customer Support Customer centricity 106

TeamSupport

DECEMBER 20, 2023

Either way, before you pop that bottle of champagne, it’s time to start thinking about New Year’s resolutions for your customer support team. In today’s increasingly competitive marketplace, people—particularly those in customer support—are key to setting your company apart from the crowd.

Customer Support 108

Customer Support Feedback Chatbots CRM 108

TechSee

APRIL 22, 2024

In today’s fast-evolving service landscape, companies are continuously innovating to improve customer experience (CX). For CX enhancements to truly impact your business, they must be readily adopted by both customers and service agents. The last thing these customers want is a bigger headache when trying to solve their problem.

APIs 109

APIs Scripts Technology Best practices 109

NobelBiz

JANUARY 9, 2024

T1 and E1 Lines: The Backbone of PRI T1 Line (North America) : This line is structured to carry 24 channels. In the context of PRI, 23 of these channels are designated as B-channels (Bearer channels), and one as a D-channel (Delta channel). Each B-channel provides a bandwidth of 64 Kbps.

Telecommunications 103

Telecommunications voip Contact Center contact center solutions 103

TechSee

AUGUST 10, 2023

TechSee’s visual automation platform uses computer artificial intelligence (AI) and augmented reality (AR) to enhance customer and contact center engagements. TechSee’s Computer Vision AI and AR can improve issues facing customer contact centers around first-call resolution, average handling times, and truck roll avoidance.

Average Handle Time 206

Average Handle Time Interactive Voice Response First call resolution Cloud contact 206

Comm100

MARCH 6, 2024

The immediacy and convenience of live chat has catapulted the technology into a go-to support channel for consumers and an essential tool for businesses. Gone are the days when customers could only get slow and often frustrating support via email or phone.

Abandon rate 90

Abandon rate Chatbots Upselling Sales 90

CSM Magazine

APRIL 16, 2024

It can be somewhat challenging for administrators to navigate the intricacies of managing Telegram channels and groups. Let’s explore ten bots that can enhance the management of your groups and channels, making your role as an admin both more efficient and effective.

Management 52

Management Personalization Accountability Customer Support 52

Fonolo

FEBRUARY 14, 2023

By automating these simple tasks, you can lighten the load for your call center employees so they can focus on tackling more complex issues, like customer care. Consider how IVR systems direct incoming callers to their appropriate channels, all without human intervention. Automation is nothing new to the call center industry.

Call Center 142

Call Center Interactive Voice Response call center software CRM 142