ShepHyken

JULY 19, 2022

Employing Brand Advocates to Improve Customer Experience. Shep Hyken interviews Megan Neale, Co-founder and COO of Limitless , a Gig CX platform that empowers people to earn money by providing brilliant customer service. Some customers answer questions on forums for free just because they enjoy doing it.

Contact Center 315

Contact Center Customer Support Customer Service Customer Experience 315

CCNG

FEBRUARY 21, 2024

Your customers already want AI Customer Service. Artificial intelligence (AI) and Generative AI (GenAI) have created a new era of automating the most vital aspects of customer service. The leaders of this space have already explored how AI can improve your organization’s customer service (or support center).

Technology 195

Technology Customer Service Virtual Agent Self service 195

ShepHyken

OCTOBER 1, 2021

This week we feature an article by Jason Grills, Customer Support Expert at ProProfs , a company that provides software that empowers organizations to deliver happiness to their customers and employees. He writes about what automated customer service can do for your business. What is Automated Customer Service? .

Customer Service 396

Customer Service Chatbots Interactive Voice Response Customer Support 396

ShepHyken

MARCH 18, 2024

Each week, I read many customer service and customer experience articles from various resources. by Dan Gingiss (Dan Gingiss) Today, your customers compare you to every customer experience they have with every other brand. For years, I’ve said that customers are smarter than ever than ever.

Customer Service 200

Customer Service Government Customer centricity Customer Experience 200

CCNG

NOVEMBER 8, 2023

Finally, most people could see and easily experiment with AI in a way that had not been possible before. This is how many customer service systems are designed today. You get service immediately 24/7 because a bot answers the call or text message. back in 1950. Some people are making this argument.

Customer Service 195

Customer Service Coaching Chatbots Contact Center 195

ShepHyken

MARCH 10, 2023

This week, we feature an article by Kathleen White, a business manager who helps organizations improve career opportunities and employee engagement. She writes about how companies can adopt a remote workforce and enhance customer service delivery.

Customer Service 295

Customer Service Employee engagement Customer Support Management 295

Beyond Philosophy

DECEMBER 28, 2023

We hosted the Global Customer Service Experience Director of Alvarez & Marsal Alex Mead ( alexmead@sky.com ) recently to talk about it, and I wanted to share what we discussed here with all of you, too. One thing I appreciate about Mead is how his opinions make me think. He predicts that customers can ask, “Hey!

Airlines 221

Airlines Self service Call Center Personalization 221

CCNG

JANUARY 31, 2024

These generational workers help customers within up to five channels: email, chat, text, phone, and social medial. These generational workers help customers within up to five channels: email, chat, text, phone, and social medial. How does the knowledge we tap into need to change within the evolving workplace?

CCNG 195

CCNG Self service Best practices Chatbots 195

ShepHyken

FEBRUARY 28, 2023

There is a trust gap between customers and the companies and brands they do business with. The two questions to ask that will define this gap are: Do you think your customers trust you? This is opinion.) Do your customers trust you? If you think your customers trust you, that’s a 100% score. And how do you do that?

Chief Customer Officer 309

Chief Customer Officer Surveys Customer Service Customer Experience 309

ShepHyken

JULY 17, 2023

Each week, I read many customer service and customer experience articles from various resources. 5 Factors That Make for a Great Employee Experience by Tiffani Bova (Harvard Business Review) Decades of business strategy have urged leaders to concentrate the bulk of their business efforts on the customer experience.

Customer Service 156

Customer Service Chatbots Customer Experience Contact Center 156

The Northridge Group

APRIL 22, 2024

In our 3-part series: People, Process, & Technology — and the Intersection of AI, we have asked industry leaders in technology, people and process management to explain what AI is, what it isn’t, and how it can be a benefit (and a curse) in each area. But how will AI tools effect that? Customers shriek at you all day.

Technology 76

Technology Coaching outsourcing Customer centricity 76

AWS Machine Learning

APRIL 24, 2024

In this post, we share how we analyzed the feedback data and identified limitations of accuracy and hallucinations RAG provided, and used the human evaluation score to train the model through reinforcement learning. This method addressed the RAG limitation and further improved the bot response quality.

Engineering 98

Engineering Feedback Construction Analytics 98

AWS Machine Learning

APRIL 9, 2024

Access to additional data helps the model generate more relevant, context-specific, and accurate responses without retraining the FMs. This allows you to customize the amount of background information provided for generation, thereby giving more context for complex questions or less for simpler questions.

APIs 115

APIs Engineering Healthcare Education 115

Comm100

APRIL 10, 2024

AI is reshaping countless industries and services, and customer service is one such area that is changing for the better. In this article, we will discuss how the combination of AI and human intuition can be applied to a range of sectors to help solve problems preemptively. The result?

Customer Service 84

Customer Service Chatbots Analytics Big data 84

Lumoa

APRIL 28, 2024

Every interaction with your business has the power to build or damage the relationship with your customer – and can directly impact your revenue. 78% of customers have backed out of a purchase due to a poor customer experience (CX). That’s where customer experience platforms come in.

Feedback 83

Feedback Consulting Consulting Enterprise 83

CSM Magazine

MAY 2, 2024

Attracting customers through different strategies is a constant battle for many businesses, and online gaming is no exception. Since this industry is booming right now, many platforms are offering flashy graphics, hot promotions, and new games to attract customers. Exceptional customer service is what makes the difference.

Customer Service 52

Customer Service Self service Feedback Customer Support 52

TechSee

FEBRUARY 19, 2024

Customer experience automation is rapidly evolving, reshaping how companies engage with customers and clients. LLM-powered virtual assistants, chatbots, and virtual agents promise to become the new faces of customer experience automation. Are LLMs the right way approach to CX automation?

Virtual Agent 124

Virtual Agent Chatbots Enterprise Wait times 124

TechSee

MARCH 11, 2024

Simply put, Conversational AI enables businesses to harness innovations like Generative AI to automate or augment customer interactions. Conversational AI vs Chabots vs Generative AI Conversational AI and chatbots are both technologies that can enhance customer experience and support, often through a chat-based interface.

Chatbots 124

Chatbots Enterprise Scripts Virtual Agent 124

Comm100

APRIL 2, 2024

Customer satisfaction (CSAT) scores are a vital metric for any business trying to track and improve their customer service and support. The scores provide a snapshot of how satisfied your customers are with your products or services, indicating areas of success and those needing improvement.

Wait times 89

Wait times Feedback CRM Surveys 89

Toister Performance Solutions

NOVEMBER 9, 2023

A customer calls your company for service. The survey is intended to evaluate overall customer service and the individual rep's performance. It works by tapping into your existing data to answer a fundamental question: Is the customer happier at the end of the contact than they were at the beginning?

Surveys 103

Surveys Metrics Customer Service Customer Experience 103

NobelBiz

FEBRUARY 27, 2024

When companies implement specific tools and best practices, they can significantly improve their customer experience (CX), increase agent performance, and ensure high-quality service. It represents a holistic approach that is aimed at transforming call center functions into a streamlined, customer-focused powerhouse.

Best practices 104

Best practices Call Center Interactive Voice Response First call resolution 104

CSM Magazine

FEBRUARY 6, 2024

AI-powered chatbots have made significant progress in customer service over the years. However, there is still a lot of room for improvement, especially in the shipping and logistics industry. AI chatbots can handle a large volume of customer inquiries without requiring any human resources, training, or infrastructure.

Customer Service 98

Customer Service Chatbots Technology Sales 98

SmartAction

NOVEMBER 15, 2023

In today’s fast-paced business landscape, customer self-service has become a pivotal aspect of delivering exceptional customer experiences. As we look towards 2024, the world of customer self-service is at a crossroads, with new challenges and opportunities on the horizon. Or is it something else?”

Self service 99

Self service Virtual Agent Chatbots Analytics 99

Fonolo

MAY 16, 2023

Correctly interpreting call center analytics and KPIs is key to improving your operations and your customer’s experience. Today, contact centers are increasingly viewed by businesses as the key to understanding customers. But knowing which metrics matter, and how to interpret them, is key to success.

Call Center 91

Call Center Analytics Abandon rate First call resolution 91

DMG Consulting

MAY 2, 2024

Making Self-Service More Intelligent View this article on the publisher’s website Omnichannel self-service solutions are a requirement for companies that want to deliver a cost-effective and consistently outstanding customer experience (CX). Intelligent virtual agents (IVAs)—a.k.a.

Self service 48

Self service Virtual Agent Contact Center CRM 48

OctopusTech

MARCH 22, 2024

Chatbots are artificial intelligence-powered virtual assistants that simulate human conversations with customers through messaging apps. With their ability to automate responses and deliver personalized experiences, Chatbots have become essential to modern marketing strategies. How do artificial intelligence Chatbots work?

Chatbots 62

Chatbots Marketing Abandon rate Healthcare 62

AWS Machine Learning

AUGUST 30, 2023

QnABot allows you to quickly deploy self-service conversational AI into your contact center, websites, and social media channels, reducing costs, shortening hold times, and improving customer experience and brand sentiment. We also discuss some relevant use cases.

Self service 103

Self service APIs Transportation Contact Center 103

Global Response

MARCH 27, 2024

An effective call center script balances consistent service quality with personalized customer interactions. It should enable agents to respond to the unique aspects of each call while maintaining a high standard of service. Today, we’ll explore several techniques for creating effective customer service scripts.

Scripts 62

Scripts Call Center Customer Service Coaching 62

TeamSupport

JULY 25, 2023

As a customer support leader, you know how important it is for your customers to be serviced in a timely manner. So, your company invests in the training needed to ensure your agents know the product and can help the customer use it. The agent starts by answering a customer’s inquiry via chat.

Customer Support 98

Customer Support Chatbots Self service Customer Service 98

Fonolo

JULY 5, 2023

Customer perception has never mattered more. In the age of social media backlash and call-out culture, how your customers feel about your brand is key to your success. Although it’s almost impossible to completely control what people think about your organization, improving customer opinions of your brand is very possible.

Surveys 104

Surveys Brand ambassadors Sales Upselling 104

Comm100

JANUARY 17, 2024

Lean into Automation – Transforming Customer Service with AI & Human-Bot Harmony In a world where immediacy and personalization have become the cornerstones of brand communication, the realm of customer service is undergoing a revolutionary transformation. How does it benefit organizations and customer experience?

Customer Service 74

Customer Service Chatbots Customer centricity Feedback 74

COPC

APRIL 1, 2024

The challenge of keeping pace with changing customer expectations looms large. Technological advancements, notably artificial intelligence (AI), fuel customer experience transformation. Companies worldwide are grappling with leveraging technology to enhance the overall customer experience (CX).

Customer Experience 89

Customer Experience Gamification Benchmark Chatbots 89

The Northridge Group

JANUARY 18, 2023

A cutting-edge chatbot with advanced capabilities such as writing poems and software code, ChatGPT is capable of formulating human-like answers in seconds and its conversational style suggests a natural alignment with customer-facing channels, especially chat capabilities within contact centers.

Contact Center 117

Contact Center Healthcare Chatbots Accountability 117

TeamSupport

APRIL 12, 2024

In manufacturing, effective customer support requires technology that spans geographical boundaries and provides a wealth of knowledge. Empowering customers to find answers to their questions independently can lead to quicker resolutions, and establish a deeper understanding of customer needs.

Self service 52

Self service Customer Support Technology Metrics 52