CCNG

NOVEMBER 13, 2024

A convergence of technology, labor, business, and consumer trends is fundamentally reshaping customer service, demanding a new strategy for success. At the same time, rapid advances in Artificial Intelligence (AI) are transforming technology and redefining how we live, work, and communicate. Just as the internet of the 1990s evolved into today’s world of smartphones, social media, connected devices, and remote work, AI is now drawing a line between our pre-AI past and a future where it is as int

Contact Center 195

Contact Center CCNG Technology SaaS 195

Upstream Works

NOVEMBER 12, 2024

This post is a summary of Upstream Works CEO, Rob McDougall's talk at Fall ’24 AI/COMM titled The AI Revolution in CX. The post The AI Revolution & Creating Super Agents appeared first on Upstream Works.

88

88

ShepHyken

NOVEMBER 12, 2024

I was recently hired as a keynote speaker to talk to a group of financial advisors about client service. One of the topics of the meeting was a discussion about why a client would leave. The most obvious reason might be that the financial advisor gave bad advice, and the client lost money. But let’s assume the advisor is smart, the advice is sound, and the return on investment meets expectations.

Customer Service 252

Customer Service Customer Experience Customer retention 252

Toister Performance Solutions

NOVEMBER 14, 2024

This plan will help you train employees who serve customers over the phone. It guides you through the Phone-Based Customer Service course on LinkedIn Learning. Make sure your team has access to LinkedIn Learning before you begin. Phone-Based Customer Service focuses on essential phone skills: Building rapport Exceeding expectations Solving problems The course is ideal for anyone who serves customers over the phone.

Customer Service 92

Customer Service Coaching Best practices Contact Center 92

Advertisement

What does customer service excellence look like in 2024? According to our report with insights from CX expert Shep Hyken, customer expectations are at an all-time high, and there’s a bigger shift toward self-service and leveraging AI capabilities.

Cloud contact

Balto

NOVEMBER 13, 2024

If you’re running a contact center today, you know that keeping a pulse on your customer is everything. But surveys and outdated speech analytics aren’t cutting it anymore. Large language models (LLMs)—advanced AI systems trained on vast amounts of text data—are changing the game, bringing a level of insight we’ve never seen before. Now, it’s not just about handling calls better; it’s about contact centers gaining a real voice and influence across the business.

Contact Center 52

Contact Center Analytics Surveys Sales 52

ShepHyken

NOVEMBER 14, 2024

This week, we feature an article by Andy Watson, Senior Product Marketing Manager, Customer Experience at RingCentral. He shares how AI is transforming customer and employee experiences by enhancing efficiency, engagement, and satisfaction through generative AI, chatbots, and real-time support. The AI revolution is here—and it’s transforming how businesses interact with customers and support their employees.

Chatbots 165

Chatbots Contact Center Self service Customer Experience 165

C3Centricity

NOVEMBER 12, 2024

Claiming to be “customer-centric” is simple; executing it effectively requires a fundamental shift in leadership and company culture. Many leaders believe they prioritise customers, yet their strategies often miss the mark due to a lack of meaningful integration. Building a genuinely customer-first culture means driving every decision, process, and strategy with the customer’s needs and values at the forefront.

Customer centricity 62

Customer centricity Accountability Feedback Marketing 62

Interaction Metrics

NOVEMBER 11, 2024

Is your survey a customer listening vehicle? Or could it be improved? On this episode of the ‘Amas Talks’ podcast, Amas and Martha agreed that if you’re considering how to improve surveys, a survey audit is the first step toward excellent survey design. The audit ensures your questions are sufficiently powered to achieve robust insights—and without a doubt, you need smart insights to steer your company!

Surveys 62

Surveys Airlines Benchmark Feedback 62

AWS Machine Learning

NOVEMBER 15, 2024

Principal is a global financial company with nearly 20,000 employees passionate about improving the wealth and well-being of people and businesses. In business for 145 years, Principal is helping approximately 64 million customers (as of Q2, 2024) plan, protect, invest, and retire, while working to support the communities where it does business and build a diverse, inclusive workforce.

Chatbots 113

Chatbots Engineering Enterprise Government 113

Advertisement

Start building the AI workforce of the future with our comprehensive guide to creating an AI-first contact center. Learn how Conversational and Generative AI can transform traditional operations into scalable, efficient, and customer-centric experiences. What is AI-First? Transition from outdated, human-first strategies to an AI-driven approach that enhances customer engagement and operational efficiency.

Contact Center

ShepHyken

NOVEMBER 11, 2024

Each week, I read many customer service and customer experience articles from various resources. Here are my top five picks from last week. I have added my comments about each article and would like to hear what you think too. 15 Strategies for Effective Customer Service Resolutions by Pratik Salia (Knowmax) Handling customer conflicts well isn’t just about resolving issues—it’s your chance to turn frustrated customers into long-term customers.

Customer Service 174

Customer Service Surveys Feedback Chatbots 174

CSM Magazine

NOVEMBER 11, 2024

The demand for skilled customer service professionals has never been higher. For students looking to build a rewarding career, customer service management offers a compelling pathway. In this comprehensive article, we’ll explore the essential skills, educational paths, and job opportunities that can help students succeed in this dynamic field.

Customer Service 52

Customer Service Management Education Contact Center 52

Calltools

NOVEMBER 13, 2024

Contact center interactions tend to be, well, a little samey. Overused phrases like “Thanks for calling” and “I understand how frustrating that must be” can seem like agents are just going through the motions. That makes it difficult to establish genuine connections with customers. Imagine that you could tailor communications based on each contact.

Scripts 52

Scripts CRM call center software Technical Support 52

AWS Machine Learning

NOVEMBER 15, 2024

The rapid advancement of generative AI promises transformative innovation, yet it also presents significant challenges. Concerns about legal implications, accuracy of AI-generated outputs, data privacy, and broader societal impacts have underscored the importance of responsible AI development. Responsible AI is a practice of designing, developing, and operating AI systems guided by a set of dimensions with the goal to maximize benefits while minimizing potential risks and unintended harm.

APIs 110

APIs Government Best practices Metrics 110

Advertisement

Harness the True Power of your Contact Center In today’s fast-paced business environment, selecting the right contact center solution is critical for enhancing customer experience, improving operational efficiency, and optimizing costs. This comprehensive guide will walk you through the essential factors to consider when choosing a contact center software that aligns with your business needs.

Contact Center

ShepHyken

NOVEMBER 11, 2024

This episode of Amazing Business Radio with Shep Hyken answers the following questions and more:    How can a company integrate customer service into its branding strategy? What role does customer experience play in brand loyalty? What are the key elements of a logo or brand identity that influence customer experience? Why is it essential for brands to infuse emotion into their visual identity systems?

Customer Experience 165

Customer Experience Feedback Personalization Customer Service 165

CSM Magazine

NOVEMBER 15, 2024

A robust knowledge base can empower your customers to find solutions on their own, reducing support requests and enhancing overall user experience. Here are ten of the best knowledge base software solutions designed to elevate your customer service: 1. Zendesk Guide Zendesk Guide is a powerful, AI-powered solution that helps create a smart self-service experience.

Customer Service 52

Customer Service Chatbots Self service Enterprise 52

Interactions

NOVEMBER 11, 2024

In a recent conversation with Emerj Research , I had the opportunity to dive deep into the evolving challenges of customer experience (CX) alongside Chloe Rice, the Director of Global Customer Experience at Shutterstock. We discussed the complexities of CX in the retail industry and explored how brands can keep pace with ever-changing consumer expectations in a tech-driven market.

Personalization 62

Personalization Technology Enterprise Contact Center 62

AWS Machine Learning

NOVEMBER 15, 2024

In Part 1 of this series, we defined the Retrieval Augmented Generation (RAG) framework to augment large language models (LLMs) with a text-only knowledge base. We gave practical tips, based on hands-on experience with customer use cases, on how to improve text-only RAG solutions, from optimizing the retriever to mitigating and detecting hallucinations.

APIs 117

APIs Engineering Chatbots Construction 117

Advertisement

With IT budgets projected to grow 9.8% in 2025, leaders must invest wisely—not just cut blindly. This whitepaper introduces The Future-Proof IT Cost Optimization Model, a framework to reduce costs while maintaining service quality. Learn how Cloud Efficiency, AI-Powered Workforce Automation, Vendor Optimization, Cybersecurity Resilience, and Unified Communications can drive savings and improve efficiency.

BlueOcean

NOVEMBER 11, 2024

When a global IT corporation sought to modernize their customer service operations, we transformed potential revenue loss into strategic advantage. Through smart automation and people-first business process optimization, Blue Ocean achieved $25,000 in quarterly savings while reducing manual processing time by 22 hours per month. The Client A Multinational IT & Networking Technology Corporation This company has been our client for more than 10 years.

Contact Center 71

Contact Center Enterprise Engineering Feedback 71

CSM Magazine

NOVEMBER 15, 2024

In the hectic world of customer service, juggling multiple tasks is part of the job. However, sometimes things slip through the cracks, and responses to customers are delayed. While it’s crucial to maintain professionalism and efficiency, how you handle these situations can make all the difference in maintaining a positive relationship with your customers.

Customer Service 52

Customer Service Personalization 52

Zappix

NOVEMBER 13, 2024

Today, customers expect seamless, responsive, and efficient interactions across all touchpoints. From ordering a coffee to scheduling a doctor’s appointment, people look for experiences that are easy, fast, and accessible. For businesses, this means adapting to meet these high expectations or risking customer dissatisfaction and churn. That’s where digital engagement shines, transforming clunky, manual processes into streamlined experiences that drive both operational efficiency and customer sat

Healthcare 52

Healthcare Self service Interactive Voice Response Customer centricity 52

AWS Machine Learning

NOVEMBER 13, 2024

In ecommerce, visual search technology revolutionizes how customers find products by enabling them to search for products using images instead of text. Shoppers often have a clear visual idea of what they want but struggle to describe it in words, leading to inefficient and broad text-based search results. For example, searching for a specific red leather handbag with a gold chain using text alone can be cumbersome and imprecise, often yielding results that don’t directly match the user’s intent

Engineering 115

Engineering Management APIs Healthcare 115

Advertisement

Faster response times mean happier customers Are your customers on hold too long? Nearly half of consumers find hold times unacceptable, and a quarter will leave your brand because of it. Our latest report reveals how companies are affected by wait times and the impact on customer satisfaction. Read the report to get insights into the impact of long hold times and areas for opportunities.

Wait times

Vistio

NOVEMBER 12, 2024

Stress among agents isn’t just an inconvenience—it’s a silent performance killer. Studies show that agent stress levels directly impact customer experience (CX) scores, leaving many organizations wondering why their customer satisfaction rates aren’t hitting the mark. According to recent statistics, over 70% of contact center agents report feeling high levels of stress on a daily basis, and this pressure can lead to burnout, increased turnover, and ultimately, lower CX scores.

Customer Service 52

Customer Service Average Handle Time First call resolution Contact Center 52

CSM Magazine

NOVEMBER 12, 2024

Customer service is something you need to get right regardless of the industry you work in, but it’s especially important for lenders. For customers to trust you to provide financial solutions, you need to demonstrate that you’ll provide excellent customer service throughout the lending process. This article will discuss 5 of the most effective ways to optimize your customer service in lending, ensuring you establish your business’ reliability and increase customer satisfaction.

Customer Service 52

Customer Service Education Feedback Customer emotions 52

Brad Cleveland Blog

NOVEMBER 15, 2024

One of the most popular arrows in the quiver of a customer experience professional is the customer journey map. And for good reason…it’s a straightforward, effective way to visually depict a customer’s relationship with your organization. There are countless ways … Continue reading → The post Customer Journey Mapping Tips appeared first on Brad Cleveland.

Journey mapping 52

Journey mapping Customer Experience Quality management Customer Service 52

AWS Machine Learning

NOVEMBER 14, 2024

Have you ever stumbled upon a breathtaking travel photo and instantly wondered where it was and how to get there? With 1.3 billion international arrivals in 2023, international travel is poised to exceed pre-pandemic levels and break tourism records in the coming years. Each one of these millions of travelers need to plan where they’ll stay, what they’ll see, and how they’ll get from place to place.

APIs 110

APIs Engineering Personalization Transportation 110

Advertisement

The guide for revolutionizing the customer experience and operational efficiency This eBook serves as your comprehensive guide to: AI Agents for your Business: Discover how AI Agents can handle high-volume, low-complexity tasks, reducing the workload on human agents while providing 24/7 multilingual support. Enhanced Customer Interaction: Learn how the combination of Conversational AI and Generative AI enables AI Agents to offer natural, contextually relevant interactions to improve customer exp

Customer Experience

Hodusoft

NOVEMBER 14, 2024

HoduCC's Predictive Dialer Carves a Place on Software Advice's FrontRunner 2024 List Legendary Greek philosopher Aristotle rightly said, “We are what we repeatedly do. Excellence then, is not an act, but a habit.” At HoduSoft, we couldn’t agree more, especially after our flagship call and contact center software HoduCC’s predictive dialer earned a prestigious place in the Software Advice’s Front Runners in Predictive Dialer list.

Interactive Voice Response 52

Interactive Voice Response Contact center software Abandon rate Average Handle Time 52

CSM Magazine

NOVEMBER 11, 2024

In today’s fast-paced business environment, customer service professionals are at the heart of fostering positive relationships between companies and their clients. Whether it’s resolving complaints or building customer loyalty, having the right tools is essential for success. But how do customer service managers choose the best tools for their teams?

Customer Service 52

Customer Service Chatbots CRM Technology 52

24-7 InTouch

NOVEMBER 11, 2024

Retail and e-commerce brands face major challenges during peak seasons like holidays, when demand surges require rapid workforce scaling. Lengthy hiring and training lead to inefficiencies, higher costs, and strained resources, impacting both customer experience and profitability. To solve this, many companies are adopting AI solutions to streamline operations , boost agent efficiency, and improve resolution times and customer satisfaction.

First call resolution 52

First call resolution Morale Consulting Consulting 52