ShepHyken

FEBRUARY 19, 2018

Each week I read a number of customer service and customer experience articles from various resources. Here are my top five picks from last week. I have added my comment about each article and would like to hear what you think too. Top 5 Tips to Improve Social Customer Service by Kristina Knight. (BizReport) While most companies are on-board in improving social network-based customer service, many continue to approach social customer service in a not fulfilling way.

Customer Service 205

Customer Service Self service Chatbots CRM 205

VocalCom

FEBRUARY 19, 2018

Video has been a popular medium for ages, but never has it shown as much potential for business as it does today. Given that many people watch online videos for entertainment, brands that deliver meaningful video content in a fun way ultimately engage both current and potential customers. HubSpot claims that 43% of customers want to see more video content from marketers.

Contact center software 96

Contact center software Entertainment Advertising Contact Center 96

Etech

FEBRUARY 19, 2018

Call centers have come along was from the institutions that emerged in the 1960s to efficiently handle high volumes of customer calls. Today’s call centers have evolved with emerging technologies, and changed tactics based on consumer needs, but at the root of call center developments still stands the ever important need for high-quality customer service.

Call Center 76

Call Center Customer Experience Call flow Coaching 76

LiveChat

FEBRUARY 19, 2018

Your corporate image depends on the customer service you provide. A once unsatisfied client is unlikely to use your product again. That’s why you should take every opportunity to deliver a great customer experience. One of the best ways to do this is to automate your customer service with AI chatbots. In this post, we’ll talk about the best virtual assistants to improve your customer service.

Chatbots 76

Chatbots Customer Service Scripts Finance 76

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Up Your Service

FEBRUARY 19, 2018

The Customer is King. So what is the Service Provider? Does “the customer is king” mean the service provider only a servant? Or as the Latin root would indicate, a slave? Not according to our definition of service: “Service is taking action to create value for someone else.” In this definition, what creates the value? It is he action taken.

Personalization 66

Personalization 66

OrecX

FEBRUARY 19, 2018

Three primary areas in which call recording helps businesses include (C) Compliance, (P) Performance and (R) Risk. Everything else recording does really falls in one of these three areas. With the right call recording solution in place, your contact center can engage in both proactive (preventing future issues) and reactive (remedying issues) CPR. Compliance - recording customer calls and agent screens to ensure internal and external compliance.

Telemarketing 48

Telemarketing Best practices Contact Center Sales 48

West

FEBRUARY 19, 2018

Expanding on a global scale is great for business, but it also creates its own host of challenges. While you need to know all about cultural norms and exchange rates, the first step is adapting your current practices to meet international needs. Most likely, that includes creating a multilingual interactive voice response (IVR) system. But even domestically, a multilingual IVR is more important than ever.

Interactive Voice Response 48

Interactive Voice Response Self service Technology Customer Experience 48

RichCall

FEBRUARY 19, 2018

Our CEO, Alexander Anoshin, is going to Berlin on February 25 to CCW2018 , the largest European contact center conference, because the CCW executives picked Richcall to exhibit at the FutureCamp area with the most innovative contact center startups from all over the world. If you plan to visit CCW2018, please stop by at hall 2, stand D30/E27, to say “Hi” and to see how awesome Richcall is in person.

Contact Center 40

Contact Center Personalization 40

CSM Magazine

FEBRUARY 19, 2018

Latest research by Yonder Digital Group reveals 12 UK retailers that are offering the best customer service. With 81% of consumers taking their business elsewhere if their queries aren’t answered quickly and effectively by a company, it is critical that retailers (online and bricks & clicks) are offering as many customer service touch points as possible and responding to those channels quickly and effectively.

Customer Service 40

Customer Service Chatbots 40

Speaker: Nicholas Zeisler, CX Strategist & Fractional CXO

The first step in a successful Customer Experience endeavor (or for that matter, any business proposition) is to find out what’s wrong. If you can’t identify it, you can’t fix it! 💡 That’s where the Voice of the Customer (VoC) comes in. Today, far too many brands do VoC simply because that’s what they think they’re supposed to do; that’s what all their competitors do.

Customer Experience

Pointillist

FEBRUARY 19, 2018

By Will Thiel. “By 2020, 85% of customer interactions will be managed without a human” – Gartner. Today’s customers live in an omnichannel world. But most companies still force these evolved customers onto engagement paths that are steeped in legacy and instantly feel outdated. Artificial intelligence can be successfully employed to provide an intelligent, convenient and informed customer experience at any point along the customer journey.

Customer Experience 111

Customer Experience Analytics APIs Chatbots 111

CSM Magazine

FEBRUARY 19, 2018

Consultancy Tailored Data Solutions has urged company directors to start taking new data compliance more seriously, as implementation of wide sweeping changes is now only weeks away. The EU General Data Protection Regulation replaces existing data laws on 25th May 2018 and the wake-up call to step up preparations comes as evidence mounts that many organisations in the UK are inadequately prepared.

Consulting 40

Consulting Consulting Surveys Analytics 40

CSM Magazine

FEBRUARY 19, 2018

We have now entered the third phase of digital evolution, and it is changing the behaviour and expectations of customers, fast. The first phase was all about the internet, and making information accessible. The second phase was all about mobile and social media, and how they connect people. This third phase is about data and Artificial Intelligence, and how it is creating a world of fast-than-real-time customer service, intuitive user interfaces and the ultimate in customer convenience.

Technology 40

Technology Marketing Customer Service 40