ShepHyken

NOVEMBER 27, 2023

Each week, I read many customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. And there’s no sweeter harmony than what’s created through collaboration between customer service and marketing.

Customer Service 170

Customer Service Morale Customer retention Marketing 170

Steve DiGioia

MAY 15, 2023

If you’re in a leadership role, you should know by now that your customers are always evaluating your every move. And if you’re not careful, they’ll have no qualms about letting you know when you’ve screwed up. Now, you might be thinking, “But I’m the boss!

Feedback 182

Feedback Management Customer Service Customer Experience 182

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). If you’re reading this blog post, you are probably one of them.

Feedback 83

Feedback Consulting Consulting Enterprise 83

TechSee

OCTOBER 9, 2018

On her way out, she checks with Alexa whether her shoes have been shipped by Amazon, grabs her ear buds, sets her smart home security system, and rides her electric scooter to her WeWork shared office space, stopping briefly at the local convenience store to pick up her morning coffee. They demand highly convenient and fast service.

Customer Service 359

Customer Service Self service Virtual Agent Chatbots 359

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. Organizations achieve this by integrating technology, refining processes, and deploying innovative human resources strategies.

Best practices 104

Best practices Call Center Interactive Voice Response First call resolution 104

ChurnZero

APRIL 1, 2024

CSMs can keep better track of customer health and act on potential escalations thanks to the power of AI. CSMs can keep better track of customer health and act on potential escalations thanks to the power of AI. How can we apply it to onboarding?

Journey mapping 76

Journey mapping Feedback SaaS Surveys 76

COPC

APRIL 1, 2024

This pursuit includes engaging employees, reducing operational costs, and boosting product and service performance. This pursuit includes engaging employees, reducing operational costs, and boosting product and service performance. Over the past two decades, numerous strategies and tools have developed.

Customer Experience 91

Customer Experience Gamification Benchmark Chatbots 91

Lumoa

JANUARY 24, 2024

Have you ever traveled to a country where you didn’t speak the language? If you have, you must know how exhausting it can be to get help with the simplest of requests. CX professionals know they can share it as constructive feedback (if you’re lucky) or harsh criticism (if you aren’t).

Analytics 83

Analytics Feedback Metrics Surveys 83

Comm100

MAY 7, 2024

The demand for fast, efficient, and personalized customer service is growing – and growing fast. 54% of global consumers have higher customer service expectations than they did just one year ago, according to a recent Microsoft study. How to Streamline Customer Service with 7 Actionable Strategies 1.

Customer Service 52

Customer Service Chatbots Self service Analytics 52

TechSee

JUNE 16, 2022

Customers expect better and faster pre and post purchase services. By leveraging new technologies such as computer vision , virtual visits and self-service AI-driven solutions, companies have a huge opportunity to turn customers into brand advocates. Jim Iyoob, Chief Customer Officer at Etech Global Services.

Customer Service 251

Customer Service Chief Customer Officer Contact Center Consulting 251

CSM Magazine

MAY 8, 2024

While fear and uncertainty over its effect on jobs and the future of societies persist, a growing number of organizations are intrigued by the idea that AI could allow them to offer consistent, always-on customer service more cost effectively. The possibilities of utilizing AI as a tool to supplement CX practices seem plentiful.

Customer Service 52

Customer Service Contact Center outsourcing Coaching 52

OctopusTech

MAY 3, 2024

Intro Alright, we’ve got to start this one with a pretty wild statistic – WordPress now powers over 43% of websites globally. When you really think about it, that market share isn’t too surprising though. Most businesses lack specialized SEO expertise, which can be a game-changer. WordPress just works.

Consulting 62

Consulting Consulting Engineering Marketing 62

Comm100

MARCH 20, 2024

In an era where public trust in government institutions is understandably sensitive, the need for robust and transparent communication strategies has never been more critical. Through this medium, they can engage with citizens in real-time, provide 24/7 assistance, and disseminate accurate and accessible information.

Government 78

Government Chatbots Self service Wait times 78

Comm100

MARCH 6, 2024

The immediacy and convenience of live chat has catapulted the technology into a go-to support channel for consumers and an essential tool for businesses. This blog will take you through the key live chat advantages and disadvantages that you need to know if you’re considering adopting this solution.

Abandon rate 94

Abandon rate Chatbots Upselling Sales 94

AWS Machine Learning

MARCH 22, 2024

Today, jointly with Contentful, we are announcing the launch of the AI Content Generator powered by Amazon Bedrock. With this newly launched app, Contentful customers can take advantage of the range of models provided by Amazon Bedrock directly from within Contentful. This post is co-written with Matt Middleton from Contentful.

Engineering 91

Engineering Consulting Consulting Enterprise 91

OctopusTech

APRIL 18, 2024

This is critical as every call determines how people perceive your company, and you can lose a client even by making one small mistake. The right customer experience contact center strategy solves the immediate problem and creates lasting relationships and connections. Call center worker accompanied by her team.

Call Center 62

Call Center Contact Center Telemarketing outsourcing 62

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. Likewise for agents, if they don’t feel engaged, appreciated, or see a growth path, they too can take their talent to another organization. Attract new talent?

Contact Center 73

Contact Center Coaching Real estate Employee engagement 73

NobelBiz

FEBRUARY 6, 2024

SMS (Short Message Service ) has become a pivotal channel in the contact center industry. In this article you’ll learn about core strategies, compliance must-knows, and groundbreaking innovations and insights to transform your SMS campaigns into powerful tools of engagement and growth.

Contact Center 98

Contact Center Automotive contact center solutions Cloud contact 98

Nicereply

JANUARY 17, 2024

In today’s hyper-connected world, where customers wield more power than ever before, businesses face an unrelenting challenge: customer complaints. Did you know that, on average, dissatisfied customers will share their negative experiences with 9-15 people ? Why solve customer complaints? Satisfied customers become advocates.

Complaint resolution 105

Complaint resolution Scripts Feedback Wait times 105

CSM Magazine

APRIL 11, 2024

When mastering the art of negotiation in the real estate marketplace, understanding the importance of strategy is critical. Knowing how to navigate the complexities of deals and counteroffers can make all the difference in securing a successful outcome.

Real estate 52

Real estate Transportation Marketing Engineering 52

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. Chapters Chapter 1 What is automation in customer service?

Customer Service 77

Customer Service Chatbots Customer centricity Feedback 77

OctopusTech

APRIL 24, 2024

Think of the Shopify platform as a virtual marketplace where you open your own “shop.” ” It is like having an e-commerce store at the center of an online mall with traffic from all corners of the world. Why Shopify Rocks For Online Stores Shopify can be considered a multi-purpose tool for e-commerce.

Technical Support 62

Technical Support Management 62

Playvox

JANUARY 25, 2024

If you think about that, you’ll do things differently.” Does your contact center “talk the customer talk” but sometimes gets stuck when it comes to matching up customer expectations with service and support delivery by your agents? Are you taking the right steps to evolve toward workforce engagement management?

Coaching 77

Coaching Contact Center Quality management Schedule adherence 77

Fonolo

APRIL 18, 2023

There’s a lot to learn, but these sophisticated new tools can improve your operations in so many ways. Chatbots and call-backs create rewarding self-service experiences for customers. Our new tip sheet offers three strategies to future-proof your operations and help you get the most out of these powerful new software tools.

Contact Center 81

Contact Center Self service Chatbots Scripts 81

COPC

MARCH 11, 2024

and Centrical have teamed up to present the Improving Contact Center Retention Series, offering strategies to increase call center retention and lower attrition-related expenses. Having sales experience does not mean one excels at sales.) A lack of engagement can lead new hires to reconsider their decision before starting.

Call Center 99

Call Center Gamification Coaching Employee engagement 99

JivoChat

APRIL 16, 2023

All these sites have one thing in common (and it’s not that they start with A and E) - their strategy and international success. But how do you compete (or even work) with the likes of the mentioned ecommerce companies above? How can you make sure your ecommerce venture succeeds? trillion U.S.

Analytics 82

Analytics Engineering Advertising Sales 82

CSM Magazine

APRIL 26, 2024

Thousands of businesses around the world are adopting the system and supercharging their sales, marketing, and customer service. You could do it yourself and save some money – but that’s not always recommended. Think of it as your digital command centre for the different Hubs (marketing, sales, and customer service).

CRM 52

CRM Sales Best practices Marketing 52

Fonolo

DECEMBER 15, 2022

It’s up to you to set those standards and provide the right support and motivation for your call center team to achieve them. And that can be an undertaking, considering all the areas of the contact center that can affect performance. Call center leaders are always looking for ways to take their operations to the next level.

Call Center 138

Call Center Contact center software Abandon rate Self service 138

Fonolo

MAY 30, 2023

It enhances agent productivity, helps you deliver exceptional customer experiences and improves the agent experience , too. In fact, Gartner reports that by 2025, 60% of contact centers will have implemented AI-driven workforce management tools to help optimize scheduling and resource allocation. The results?

contact center workforce 106

contact center workforce Best practices Contact Center Management 106

OctopusTech

MARCH 19, 2024

Having a strong online presence is essential for businesses to stay ahead of competitors in today’s digital world. With today’s customers more likely to use online tools like Google and social media to access information, an excellent website becomes the key element in bringing in and retaining potential customers.

Consulting 62

Consulting Consulting Engineering Best practices 62

Call Design

JULY 22, 2020

One of the most significant challenges that contact centres face is an incredibly high rate of agent turnover, creating a cyclical problem where the Learning and Development team is continuously training new agents for them only to stay with the company for a couple of months. This can be expensive. Implement the Right Tools.

Gamification 173

Gamification Consulting Consulting Personalization 173

Lumoa

AUGUST 8, 2023

Effectively analyzing survey results can provide numerous benefits, such as enhanced customer satisfaction, increased sales, and improved brand loyalty. Unlocking the power of VoC feedback is vital to the success of any business. Unlocking the power of VoC feedback is vital to the success of any business.

Surveys 83

Surveys Feedback Banking Best practices 83

Vistio

JANUARY 30, 2024

While some might argue that this could signal the end of human customer service representatives, others see it differently. They believe that the rise of AI, particularly generative AI, will actually enhance, not erase, the role of humans in customer service.

Customer Service 52

Customer Service call center software Technology Chatbots 52

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. This post provides three guided steps to architect risk management strategies while developing generative AI applications using LLMs.

Best practices 126

Best practices Government Engineering Accountability 126

Lumoa

MARCH 21, 2023

Nowadays, most people search for information online. You read blog posts and research articles if you want to learn more about a specific topic. For example, there are plenty of good customer experience books to read if you want to learn more about customer experience. I hold nothing back.

Customer Experience 94

Customer Experience Chief Customer Officer Customer centricity Management 94

Solvvy

JULY 13, 2022

Your customers expect–and demand–prompt, personalized service. As companies strive to make the customer experience more personal and empathetic, could the answer be customer service automation? With the right technology and tools, the answer is yes. Customer service automation can fill some of those gaps.

Customer Service 90

Customer Service Chatbots Self service Customer Support 90

Fonolo

APRIL 18, 2023

There’s a lot to learn, but these sophisticated new tools can improve your operations in so many ways. Free Download: Automation Strategies to Future-Proof Your Contact Center New KPIs offer next-level insights into operations. Chatbots and call-backs create rewarding self-service experiences for customers.

Contact Center 67

Contact Center Self service Chatbots Call Center 67