Beyond Philosophy

AUGUST 11, 2022

I did it to see if I was becoming a grumpy old man or if others had noticed this too. It turns out I am not alone in my assessment. Many of my followers weighed in with their own experiences that tell a truth that is hard to swallow, the world has changed for good, but it’s not good for customers. Is it me alone?

Airlines 365

Airlines Calibration Self service Consulting 365

Beyond Philosophy

JANUARY 27, 2022

The next wave of business change is Customer Science. Customer Science is the fusion of artificial intelligence (AI), customer data, and the concept of the behavioral sciences. However, if you miss this next new wave of change, you could be in danger of repeating the same mistakes you did last year and the year before that. .

CRM 195

CRM Consulting Consulting Quality management 195

TechSee

OCTOBER 13, 2020

Field services may be tempted to decrease field service costs through various ‘quick fix’ methods, including: reducing technician headcount. However, these measures often prove ineffective in the long term as they negatively affect the customer experience. minimizing hours of service. outsourcing to third-party contractors.

Contact Center 202

Contact Center outsourcing Surveys Wait times 202

TechSee

SEPTEMBER 22, 2020

Field service organizations in 2020 are challenged to continue providing the service excellence their customers expect while minimizing human contact. It can also alleviate pressure on field forces by enabling customers to resolve issues in self-service. The Use of AR in Increasing Field Service Efficiency.

Self service 207

Self service B2B Customer centricity Technology 207

TechSee

JUNE 10, 2021

It’s no secret that truck rolls are a necessary evil for the service industry. Absolutely, your customers aren’t happy to wait for service. Of course, in-person contact puts employees and customers at risk. By 2025, the IDC predicts that the number will rise to 41.6 Yes, they cost a lot. Deal with Data Analytics.

Self service 207

Self service Analytics Transportation Healthcare 207

Beyond Philosophy

OCTOBER 28, 2021

Is Customer Experience dying? Maybe it is. At the very least, Customer Experience is dying as we know it. So, What’s the Problem? Customer Experience as we know it is dying because of a few factors. For example, when it comes to experiences in contact centers, it’s about convenience.

Customer Experience 243

Customer Experience Morale Consulting Consulting 243

CCNG

JULY 27, 2022

There is a great deal of debate about what metrics call centers should measure now, especially with COVID-19 and the accompanying shift to work-at-home agents, staffing shortages, and persistent supply chain issues straining customers’ patience. Should we focus on resolving the customer's issue and aim for high Overall Satisfaction (OSAT)?

Call Center 195

Call Center Metrics At home agents Average Handle Time 195

TechSee

FEBRUARY 1, 2021

No longer limited to providing basic phone and Internet service, the telecom industry is at the epicenter of technological growth, led by its mobile and broadband services in the Internet of Things (IoT) era. AI applications are revolutionizing the way telecoms operate, optimize and provide service to their customers.

Telecommunications 107

Telecommunications Chatbots Big data Average Handle Time 107

Lumoa

APRIL 18, 2023

As the volume of data companies collect grows and as artificial intelligence (AI) gets better, analytics is set to become a key differentiator for customer experience management. Think about it. Predictive modeling and real-time data analysis have created huge opportunities for companies to personalize the customer experience.

Analytics 83

Analytics Customer Experience Management Surveys 83

JustCall

MAY 14, 2024

No one likes to wait more than a few minutes to connect with a support agent (unless there’s a grave issue that’s worth the wait). In some cases, it’s a combination of these factors. Average wait time (AWT) is the average amount of time it takes for a caller to be routed to an agent, including call queue time.

Wait times 52

Wait times Call Center Average Handle Time Interactive Voice Response 52

Callminer

NOVEMBER 27, 2018

I was fascinated by a story about the cost of complaints based on a study by the Institute of Customer Service. The research suggested that time wasted by customers making complaints, and the cost to businesses and their suppliers in dealing with them, cost the UK economy £190bn a year in lost productivity. So how can technology help?

Analytics 186

Analytics Coaching Technology Surveys 186

TechSee

JULY 8, 2020

Remote maintenance is therefore becoming a preferred solution for many field service organizations, as it enables technicians to monitor and maintain customer systems from afar using a range of tools and sensors. Safety concerns and pared-down workforces mean that there is a smaller pool of technicians available to service customers.

Technology 109

Technology B2B Engineering Technical Support 109

TechSee

JANUARY 14, 2020

The global drive toward digital transformation has made its mark on contact center processes and operations, with Salesforce predicting last year that the use of AI by customer service teams would see a 143% increase by 2020. Post-call analysis also benefits from AI. Collaboration is key.

Call Center 124

Call Center Virtual Agent Self service Contact Center 124

ShepHyken

MAY 25, 2018

This week we feature an article by Matt Nolan who shares five keys to building more compelling, sustainable customer relationships. Customer retention used to be considered just a “service problem.” We have to head issues off before they go nuclear. If you wait, it’s usually too late. – Shep Hyken.

Call Center 185

Call Center Customer retention Upselling Advertising 185

CSM Magazine

MARCH 12, 2022

With the metaverse predicted to nearly double, potentially reaching $783.3 billion by 2024, it’s not a surprise that businesses across industries are looking to invest. If the Metaverse truly becomes our new reality, companies need to have their data sorted on customers, company processes, employees, and more.

Construction 97

Construction Engineering Customer Support Marketing 97

TechSee

JANUARY 14, 2020

The global drive toward digital transformation has made its mark on contact center processes and operations, with Salesforce predicting last year that the use of AI by customer service teams would see a 143% increase by 2020. Post-call analysis also benefits from AI. Harnessing the Power of Collaboration Through AI.

Virtual Agent 109

Virtual Agent Self service Contact Center Call Center 109

CSM Magazine

JUNE 1, 2023

Mike Myer, CEO of Quiq, explores the impact of ChatGPT on the world of customer service. Everyone is chatting about ChatGPT these days because it’s one of tech’s most intriguing new developments. Within five days of its November 2022 introduction, over a million people were using it.

Customer Service 105

Customer Service Chatbots Surveys Technology 105

CSM Magazine

FEBRUARY 12, 2024

Welcome to the dawn of a new era in customer service, where the metaverse is rapidly transforming how businesses interact with their customers. With 60% of internet users projected to engage in metaverse environments by 2030, the urgency to adapt customer support strategies has never been more critical.

Customer Service 52

Customer Service Transportation Chatbots Consulting 52

AWS Machine Learning

APRIL 19, 2023

The DJL is a deep learning framework built from the ground up to support users of Java and JVM languages like Scala, Kotlin, and Clojure. The fourth down decision models for the NFL and NCAA predict the probabilities of the outcome of a fourth down play. This is a guest post co-written with Fred Wu from Sportradar.

Engineering 74

Engineering APIs Scripts Education 74

SharpenCX

JULY 26, 2023

Every call your contact center receives brings heaps of data with it: customer information, customer preferences, product insights, customer satisfaction scores, and much more. It’s what you do with this data that makes it valuable. Or you’re not using it to its full potential.

Call Center 67

Call Center Contact Center Contact center software Coaching 67

TechSee

DECEMBER 2, 2020

And when it comes to determining a technology’s potential, it’s essential to separate fact from fiction. Remote visual support is no different. Remote Visual Support Myths. Myth # 1: Remote visual assistance is for hardware tech support only. Got a problem – call tech support.

Average Handle Time 109

Average Handle Time First call resolution Technical Support Technology 109

TechSee

OCTOBER 31, 2018

No longer limited to providing basic phone and Internet service, the telecom industry is at the epicenter of technological growth, led by its mobile and broadband services in the Internet of Things (IoT) era. Artificial Intelligent applications are revolutionizing the way telecoms operate, optimize and provide service to their customers.

Interactive Voice Response 100

Interactive Voice Response Telecommunications Chatbots Big data 100

Help Scout

JULY 13, 2021

Sometimes the customer service teams who are supposed to be solving problems somehow manage to make them so much worse instead. These are their stories — along with some tips to help you avoid ending up on this list next time we update it! Don’t wait for a customer to report it; use technology to spot out-of-bounds situations.

Customer Service 136

Customer Service Scripts Chatbots Airlines 136

CSM Magazine

OCTOBER 13, 2021

It’s become a cliché to point out how impossible it is to predict what the coming months will bring, but few will dare to suggest the coming months will be straightforward in the face of potential supply chain disruptions. Certain businesses will find it easier to handle the coming winter. They will struggle.

Customer Service 98

Customer Service Healthcare SaaS Chatbots 98

GetFeedback

AUGUST 14, 2019

Y ou know your customers are satisfied because the Customer Satisfaction Score (CSAT) that you see on your daily dashboard tells you as much. But you aren’t satisfied; you believe it could be so much better. And rightly so — it usually can be. It’s interesting to take a look at this metric over time. out of 100.

Journey mapping 155

Journey mapping Surveys Customer centricity Feedback 155

Spearline

NOVEMBER 11, 2021

They need to carefully manage telephone voice quality and other real-time traffic to ensure a positive customer experience. With keen competition in the market, customer experience management is now a vital focus for telecoms and unified communications providers. Voice is still a dominant customer communication channel.

Telecommunications 98

Telecommunications Entertainment voip Enterprise 98

CustomerSuccessBox

JANUARY 8, 2020

As more and more B2B SaaS companies start building their customer success division and being customer success focussed, customer success has expanded to become large and complex like other departments. All the above responsibilities cannot be handled by the Customer Success team from the start. . Customer Segmentation.

Upselling 52

Upselling SaaS B2B Metrics 52

AWS Machine Learning

FEBRUARY 29, 2024

Knowledge Bases for Amazon Bedrock allows you to build performant and customized Retrieval Augmented Generation (RAG) applications on top of AWS and third-party vector stores using both AWS and third-party models. It then employs a language model to generate a response by considering both the retrieved documents and the original query.

APIs 109

APIs Healthcare Scripts Enterprise 109

Quiq

FEBRUARY 9, 2022

Share This Story For many years, it seemed like “chatbot” was a bad word. Technology has caught up with the implementation, and using chatbots as part of your customer service strategy is essential. Technology has caught up with the implementation, and using chatbots as part of your customer service strategy is essential.

Chatbots 52

Chatbots Morale Sales Customer Service 52

ClientSuccess

SEPTEMBER 21, 2020

In today’s B2B technology world, it seems common that the phrases “customer success” and “customer support or service” are often intertwined. After all, they’re both about serving the customer and ensuring they’re finding success with your product or service, right?

Customer Support 65

Customer Support SaaS B2B Technology 65

Interactions

AUGUST 27, 2020

Even in the past few months, we have seen an exponential increase in digital transformation initiatives, which can only be predicted to increase further as more time passes. Improving customer experience has been a large focus of these digital transformation initiatives. Customer journey mapping, of course! What’s changing?

Journey mapping 71

Journey mapping Wait times Contact Center Customer Experience 71

Hello Customer

AUGUST 4, 2022

Measuring customer satisfaction is a critical aspect of long-term business success. You need to be providing your clients with a top-notch experience since 33% of customers would consider changing the company they are doing business with due to unsatisfactory customer service. What Is a Customer Satisfaction Score (CSAT)?

Metrics 52

Metrics Surveys Customer effort Feedback 52

JivoChat

JULY 19, 2023

While there are different types of data that you, as a business, can dive into, primarily, it helps make meaningful decisions. Source : Sproutsocial report Any forward-looking brand would love to tap into this social data goldmine to create an ideal customer profile based on their interactions, behavior patterns, needs, and pain points.

Customer advocacy 75

Customer advocacy Benchmark Analytics Marketing 75

Call Experts

MARCH 11, 2021

Are you tired of dealing with upset customers? If you answered yes to any of these questions, you need to understand the differences between customer service and success. So, what is customer service? It’s a reactive tactic that focuses on fixing problems and keeping your customers satisfied.

Customer Service 52

Customer Service Technology Customer Support Contact Center 52

CSM Practice

MAY 22, 2020

More and more SaaS businesses are realizing the value of having a customer success team to ensure the continued success of their customers. Successful customers are more likely to renew and pay more through renewals and expansion, ensuring a steady revenue growth for SaaS businesses. Popular CSM Compensation Plans.

SaaS 126

SaaS Metrics Accountability Customer centricity 126

Squelch

SEPTEMBER 10, 2019

This article, “ When Real-Time Customer Experience Isn’t Enough ,” was originally published by MarTech Advisor on August 26, 2019. Remember hearing when you were younger that the customer is always right? At the time, it probably just meant the customer service representative at your local retailer cheerfully accepted your return.

Customer Experience 45

Customer Experience SaaS Sales Self service 45

ProProfs Blog

DECEMBER 20, 2019

79% of businesses prefer to use live chat at their website instead of email (61%), phone (44%), and social media (48%) platforms to communicate with customers for instant support. Amazing isn’t it! . Businesses are using live chat increasingly because live chat instills confidence in the customers. What is Live Chat?

Customer Support 124

Customer Support Marketing Sales Wait times 124