CX Accelerator

NOVEMBER 7, 2023

Surely customer support could help me sort this out. It was incredibly distressing to encounter a customer service representative who clearly couldn’t care less if I ever left my house again. Give inconsistent or incorrect answers to customers. You can try calling back and perhaps another office will have a supervisor.”

Customer centricity 316

Customer centricity Airlines Feedback Construction 316

ShepHyken

JULY 26, 2022

Using AI to Enable and Empower Customer Service Agents. Shep Hyken interviews Deon Nicholas, CEO and Co-Founder of Forethought , a company that builds human-centered AI to transform the customer service experience. He shares how companies can use AI and technology to help customer support agents and customers find the best resolution.

Real estate 352

Real estate Self service Customer Service Technology 352

ShepHyken

JANUARY 30, 2024

Many companies still believe that customer service is what happens when something goes wrong. However, that is only one part of customer service. The bigger picture is that customer service happens throughout a customer’s entire experience while doing business with you. Traditionally, that is marketing and sales.

Marketing 240

Marketing Customer Service Sales Customer Experience 240

ShepHyken

DECEMBER 18, 2023

It starts with leadership defining who you are as an organization and what you stand for. Creating an organization’s positive and supportive culture is key to delivering extraordinary experiences. Creating an organization’s positive and supportive culture is key to delivering extraordinary experiences.

Customer centricity 222

Customer centricity Feedback Customer Experience Customer Service 222

ShepHyken

JULY 12, 2022

Building Confidence with Your Customers. Empowering Your Team to Deliver a Great Customer Experience. He shares what organizations can learn about customer service from the hospitality industry and how to equip employees to meet and exceed customer expectations. Find out what the customers’ end goals are.

Sales 292

Sales Marketing Customer Service Technology 292

ShepHyken

AUGUST 9, 2021

Each week I read many customer service and customer experience articles from various resources. Eight Ways Companies Can Turn A Negative Customer Experience Into A Positive One by Young Entrepreneur Council. How do you handle a bad customer service experience ? Decoding Customer Experience by Anjali Malhotra.

Customer Service 362

Customer Service Benchmark Customer Experience Surveys 362

ShepHyken

AUGUST 25, 2021

I’m always frustrated when I call a customer support number that I’ve called before and have to retell my story. My friend and fellow customer service and experience expert Jason Bradshaw responded that the same thing happens with online chat. The customer wants success, not pain.” . There is no need for this. .

Average Handle Time 381

Average Handle Time Metrics Customer Support Customer Service 381

ShepHyken

AUGUST 27, 2021

He writes about how customer experience can determine the lifeline of a business. What makes a business stand out from the crowd? It is the volume of customers that makes the difference to a considerable extent. Hence, customer satisfaction has become a very important factor for the sustainability of a business.

Customer Experience 385

Customer Experience Technical Support Finance Customer advocacy 385

ShepHyken

MARCH 10, 2024

Each week, I read many customer service and customer experience articles from various resources. Drawing inspiration from my experiences and insights into the evolving dynamics of customer interactions, let’s explore five pivotal strategies that can elevate your small business from being good to unforgettable.

Customer Service 194

Customer Service Airlines Self service Customer Experience 194

ShepHyken

OCTOBER 25, 2021

Each week I read many customer service and customer experience articles from various resources. What Kind of CX Do Customers Really Want? No Jitter) Many customers still prefer email and voice channels for customer service requests over chatbots. Read this article and learn more about what customers expect.

Customer Service 362

Customer Service Chatbots B2C Consulting 362

ShepHyken

JANUARY 21, 2024

Each week, I read many customer service and customer experience articles from various resources. My Comment: We open this week’s Top Five roundup with four experts from Gartner who share their thoughts about the top three customer service and support trends for 2024. And the customer is NOT always right !

Customer Service 149

Customer Service Advertising Chatbots Self service 149

TechSee

APRIL 1, 2024

TechSee is off to a strong start in 2024, leveraging the latest AI advancements to significantly improve CX automation. Our exciting suite of self-service solutions, powered by MultiSensory and Conversational AI promises to revolutionize customer service. Here’s how to turn that around.

Self service 124

Self service Consulting Consulting Contact Center 124

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). The pressure is rising for businesses to step up their CX game.

Feedback 83

Feedback Consulting Consulting Enterprise 83

Bill Quiseng

DECEMBER 6, 2023

It is about how your employees FEEL about you and your company. BUSINESS LEADERS FORBIDDEN PHRASE: “We’ve always done it that way.” FIND KEEP Your business success is not dependent on how many candidates you find. It’s all about how many employees you keep. ASSETS Your employees are not your most important assets.

Employee engagement 158

Employee engagement Management Personalization Customer Service 158

TeleDirect

MAY 6, 2024

What is an outbound call center, and how can it help a business grow? Get started today! These are platforms where a business can direct all of its customer communication. Some businesses run these platforms from within their own premises, while others outsource to a remote provider.

Call Center 62

Call Center outsourcing Contact Center Customer retention 62

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

TeleDirect

MAY 6, 2024

Our contact center services eliminate phone-related stress, save you time, and provide the relief your business needs. Professional call center services & contact center services When business comes calling, who’s there on the other end of the line? Customer service is the cornerstone of every successful operation.

Call Center 62

Call Center Contact Center Real estate outsourcing 62

BlueOcean

JANUARY 30, 2024

So, you’ve been handed responsibility for investigating the benefits of potentially outsourcing your company’s customer service for the first time. How do you start to compare your in-house apples to those outsourced oranges? What math should go into the business case around call center outsourcing costs? (Or

outsourcing 118

outsourcing Contact Center Call Center Customer Care 118

CSM Magazine

APRIL 22, 2024

At Sabio’s recent Disrupt event in London, a panel of experts from Sweaty Betty, Zuto, Transcom and Awaze shared insights on how they are leveraging new technologies such as artificial intelligence (AI) to revolutionise customer service and drive business growth.

outsourcing 52

outsourcing Engineering CRM Technology 52

Connect

APRIL 18, 2024

Gen AI is a trending topic because businesses and consumers are captivated by the potential applications the technology holds in how the world works and engages, with the AI arms race between OpenAI, Microsoft, Google, and Meta escalating with the public release of platforms like ChatGPT, Bing Chat, Baard (now Gemini) and Meta AI.

Virtual Agent 88

Virtual Agent Chatbots Average Handle Time Engineering 88

AWS Machine Learning

APRIL 9, 2024

In this post, we discuss two new features of Knowledge Bases for Amazon Bedrock specific to the RetrieveAndGenerate API: configuring the maximum number of results and creating custom prompts with a knowledge base prompt template. Additionally, you can add custom instructions and examples tailored to your specific workflows.

APIs 112

APIs Engineering Healthcare Education 112

Global Response

MARCH 25, 2024

Excellent customer service aims to anticipate and meet needs before customers are even aware of them. And the best way to do that is to start with a customer journey map. What is customer journey mapping? Customer journey mapping is a visual representation of every experience customers have with you.

Journey mapping 62

Journey mapping Banking Analytics Sales 62

NobelBiz

APRIL 2, 2024

Are customers becoming more and more demanding with time? With the growing customer expectations, enterprises are under great pressure to deliver exceptional service. Unlike their small business counterparts, these solutions are equipped with advanced functionalities tailored to meet the needs of enterprise environments.

contact center solutions 105

contact center solutions Enterprise Contact Center Interactive Voice Response 105

Playvox

FEBRUARY 27, 2024

In a buyer’s market, customers have choices and can take their business elsewhere should they receive less-than-optimal products, service, and support. How do you keep your best employees engaged, motivated, and empowered? Why Workforce Engagement Matters to Business? Attract new talent?

Contact Center 73

Contact Center Coaching Real estate Employee engagement 73

Totango

OCTOBER 18, 2023

Leader” in the Grid® Report for Customer Success Software and “Leader” in Grid® Report for Customer Data Platform are two of our favorites and clearly demonstrate our commitment to driving customer business results. Totango accelerates revenue retention and customer growth Last month at Totango Live! ,

Journey mapping 101

Journey mapping Enterprise Best practices Marketing 101

The Northridge Group

JULY 10, 2023

From the first “How may I help you?”, your call center can make or break your business. When you ensure your call center utilizes KPIs that align with your company culture, you can start to make a difference in how your customers view you. When customers voluntarily promote brands they love, other consumers listen.

Call Center 104

Call Center First call resolution Advertising Scripts 104

AWS Machine Learning

JANUARY 26, 2024

Generative artificial intelligence (AI) applications built around large language models (LLMs) have demonstrated the potential to create and accelerate economic value for businesses. Many customers are looking for guidance on how to manage security, privacy, and compliance as they develop generative AI applications.

Best practices 120

Best practices Government Engineering Accountability 120

Bill Quiseng

DECEMBER 13, 2021

Customer loyalty is not by offering discounts, upgrades, or subscriptions to repeat customers. Real customer loyalty is built on service so great that customers return again and again, raving to others along the way. What’s better than gaining a new customer? Why Does Customer Service Impact Retention?

Customer retention 173

Customer retention Customer Service B2C B2B 173

24-7 InTouch

APRIL 26, 2024

Artificial intelligence (AI) stands as a monumental force reshaping the customer experience (CX). But businesses must navigate the delicate balance between leveraging AI for competitive advantage and ensuring safety and ethical integrity. This proactive approach protects your company and your customers from unforeseen risks.

Government 52

Government Customer centricity Technology Management 52

CSM Magazine

APRIL 24, 2024

Regardless of the product or service a company provides, its emotional connection with customers is truly important, since it gives the impression that your business has a face and nature, and it cares for people, being determined to create value for them.

Customer Service 52

Customer Service Chatbots CRM Customer Support 52

CSM Magazine

SEPTEMBER 29, 2022

When a person decides to start his own customer support business, he faces many questions. What is a business plan and how to write one? The customer support business is one of the best ideas for making money in today’s business realities. Is there any chance of success?

Customer Support 52

Customer Support Transportation Marketing Enterprise 52

Vistio

APRIL 22, 2024

From automating routine tasks to providing personalized recommendations, AI promises to revolutionize how businesses interact with their customers. With advancements in natural language processing (NLP), machine learning (ML), and automation technologies, the potential for AI-driven customer service solutions seems limitless.

Contact Center 52

Contact Center Agent Empowerment Best practices Chatbots 52

VirtualPBX

SEPTEMBER 14, 2023

Guest Blog from Sphinx Solution Nowadays, a solid communication system is the key to any business success. Whether you have a startup or an enterprise-grade business, cost-effective & efficient communication systems help you achieve long-term success. Let’s get started on transitioning your business. What is VoIP?

voip 105

voip CRM Consulting Consulting 105

Toister Performance Solutions

DECEMBER 7, 2023

You're a customer service trainer. You care deeply about helping employees develop customer service skills. The manager delegates customer service training to you and expects you to do all the work. As an external trainer, I have the luxury of turning down the business. These managers take a "fix my people" approach.

Management 109

Management Customer Service Feedback Marketing 109

Totango

NOVEMBER 10, 2023

As a leader in customer success, who’s your friend in the C-suite? Is the customer journey mapping exercise a worthwhile effort? Who owns the customer community for your organization? How’s that for a few spicy thought starters? 80% of net revenue comes from the customer base. We hope so! At Totango Live!

Journey mapping 97

Journey mapping Construction B2B Education 97