solutions digital-services 
DMG Consulting
SEPTEMBER 4, 2020
Question: I’ve heard a lot about digital customer service solutions. Answer: Digital customer service (DCS) consists of more than adding digital servicing channels to contact centers, which has slowly been happening for years. It’s a totally different mindset from traditional customer service.
ShepHyken
FEBRUARY 12, 2024
What frustrations do customers face when dealing with customer service, and how can AI address them? What tools can be provided to improve employee satisfaction and performance in customer service? Employees who feel supported and equipped to handle their roles effectively are better positioned to deliver exceptional service.
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InTheChat
AUGUST 21, 2018
In our previous post, we looked at the hidden costs of digital silos for digital customer service agents; namely that multi-tasking reduces productivity and makes us less resilient. Research shows that digital customer contact centers are losing as.
ShepHyken
APRIL 22, 2024
Each week, I read many customer service and customer experience articles from various resources. My Comment: With all the talk about AI, it’s refreshing that a major brand like Aflac is featured in an article where the first tip is “Don’t over-digitize.” Here are my top five picks from last week. Then Amazon Prime came along.
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In this eBook, you’ll learn how companies are using advanced conversational AI solutions, like Verint Intelligent Virtual Assistant, to deliver actionable service and assist their contact center agents in both voice and digital channels.
ShepHyken
NOVEMBER 17, 2021
Assuming that every other airline has these self-service digital options, what if one didn’t? If it means using digital to achieve easier, faster, and more convenient, then customers will use a digital channel. The point is, you can’t fight digital. . If so, consider implementing similar digital solutions. .
ShepHyken
JULY 31, 2023
While chatbots and digital solutions are valuable, human-to-human interactions still plays a vital role, especially when technology falls short. When offering digital support systems, enable customers to reach a real person whenever needed. Understanding and predicting customer needs are key to effective customer engagement.
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Implementing a modern contact center solution, powered by AI, can give contact centers a competitive advantage. While integrating AI is necessary to provide high-quality digital customer service, it is only a piece of the communication platform puzzle.
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To find how contact centers are navigating the transition to omnichannel customer service, Calabrio surveyed more than 1,000 marketing and customer experience leaders in the U.S. about their digital customer communication strategies. Read the report to find out what was uncovered.
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Trusted by over 750 customers in banking, healthcare, and commerce, the LinkLive Contact Center Platform empowers businesses to deliver trusted digital customer service experiences through a broad range of channels including voice, video, chat, secure email, and more.
Speaker: Cognigy and CCT
Adding chatbots and voice bots are great first steps contact centers are taking to automate customer service. But what about other digital channels? Customers of 2022 are more likely to expect brands to communicate with them on their channel of choice.
Speaker: Ron Dutta, VP-Business Development and Omnichannel CX Solutions
In today's fast-moving world, almost everything is being digitally transformed and consumers across all age groups are hooked on communication on the go. Customers want companies to provide more channels of communication and solve problems at their moment of need, which makes interactive omnichannel solutions the order of the day.
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If Artificial Intelligence for businesses is a red-hot topic in C-suites, AI for customer engagement and contact center customer service is white hot. This white paper covers specific areas in this domain that offer potential for transformational ROI, and a fast, zero-risk way to innovate with AI.
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A recent Calabrio research study of more than 1,000 C-Suite executives has revealed leaders are missing a key data stream – voice of the customer data. Download the report to learn how executives can find and use VoC data to make more informed business decisions.
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