CCNG

MARCH 6, 2024

When we read the line “Some companies are already making the most of blockchain technologies for more robust security and efficiency within financial transactions and data handling, but digital transformation is vital for brands to unlock all they can deliver for their customers.” What does that even mean? You are not alone.

Contact Center 195

Contact Center Calibration Analytics Interactive Voice Response 195

CCNG

FEBRUARY 8, 2023

Jason Mercer-Pottinger was given a seemingly impossible task; take over a Tier 1 contact center from a 3rd-party BPO with no trainers, no supervisors, and no experienced agents while at the same time decreasing costs and improving quality. And do it all in 120 days.

Service level 195

Service level CCNG Contact Center Healthcare 195

ShepHyken

DECEMBER 9, 2022

And in today’s digital age, customer service is now more important than ever before. What do customers expect from contact centers? . But what exactly do customers expect from your contact center? What are brand expectations? But what exactly are brand expectations?

Sales 308

Sales CRM Contact Center Customer retention 308

ShepHyken

JULY 4, 2023

Even though it gave me the correct answer, I still had to know what to do with it. What I care about is that you know how to use the formulas. Many people think that AI will be used to replace customer support agents – and even salespeople. They believe all customer questions can be answered digitally with AI-infused technology.

Customer Service 322

Customer Service Customer Support Technology Personalization 322

ShepHyken

MARCH 6, 2023

Companies must shift the contact center agents’ responsibilities to allow them to be more productive and continue to elevate CX. This episode of  Amazing Business Radio with Shep Hyken  answers the following questions and more: What is Human-centric CX design? What is customer-led growth? How do you define customer success?

Feedback 315

Feedback Customer centricity Contact Center Surveys 315

ShepHyken

JULY 12, 2021

I have added my comment about each article and would like to hear what you think too. The Top Customer Service Trends: Digital Channels Overtake Service Options by Phillip Britt. My Comment: Customer service is changing as digital and self-service options to get questions answered and problems resolved to become more popular.

Customer Service 316

Customer Service Entertainment Coaching Self service 316

CCNG

DECEMBER 20, 2023

We don't believe that R2D2 will replace the human agent anytime soon. Studies have shown that the average consumer would rather interact with a live agent than a chatbot. Separating Science Fiction from Fact: What Is AI & RPA? The following is what we believe them to be: What Is Artificial Intelligence?

Call Center 195

Call Center Chatbots CCNG Technology 195

ShepHyken

NOVEMBER 13, 2023

While there will still be a need for human agents in certain high-touch situations, the majority of customer interactions will be handled by AI-powered systems. While there will still be a need for human agents in certain high-touch situations, the majority of customer interactions will be handled by AI-powered systems.

Call Center 181

Call Center Self service Technology Customer Service 181

ShepHyken

JANUARY 11, 2023

But what about the employees’ needs? To make the customer feel known, the employee needs to know what the customer bought in the past and how often, if they previously called for support, and more. . Most everyone in the business world is familiar with the idea of customer experience (CX). But employees do care.

Customer Experience 322

Customer Experience Chatbots Call center experience Self service 322

ShepHyken

JANUARY 24, 2023

Faster Service Without Sacrificing Satisfaction Delivering Personalized Support with Technology Shep Hyken interviews Paulo Almeida, CEO & Co-Founder of Clientscape , a company that helps support agents seamlessly manage customer interactions across multiple channels.

Transportation 162

Transportation Advertising Analytics Chatbots 162

ShepHyken

SEPTEMBER 20, 2022

Top Takeaways: Customers are more demanding than ever because they’re learning what excellent service looks like from the best experiences they’ve had from other companies (not just in your industry). Make your customer support agents (more) knowledgeable. Empower your agents. What is proactive communication?

Scripts 168

Scripts Consulting Consulting Surveys 168

ShepHyken

FEBRUARY 25, 2024

I have added my comments about each article and would like to hear what you think too. How Customer Advocacy Fuels Brand Loyalty and Growth by Marbue Brown (CMSWire) Reputations are made or broken by the experiences customers have with companies and especially by what they have to say about those experiences. Imagine that!)

Customer Service 153

Customer Service Customer advocacy Average Handle Time Customer centricity 153

ShepHyken

SEPTEMBER 23, 2022

One aspect that has remained constant throughout these changes is the influence of digital. One aspect that has remained constant throughout these changes is the influence of digital. Knowing what is happening within the wider market is essential. Are my agents being properly trained? Always compare yourself to others.

Brand ambassadors 200

Brand ambassadors Chatbots Self service Contact Center 200

TechSee

NOVEMBER 7, 2023

In an increasingly digital world, Hotpoint is driving purposeful innovation to meet the evolving needs of its customers. In an increasingly digital world, Hotpoint is driving purposeful innovation to meet the evolving needs of its customers. ” Taylor Mumby, UK Digital Transformation Manager, Whirlpool Corporation.

Customer Experience 124

Customer Experience Engineering Call Center Technology 124

CSM Magazine

MAY 7, 2024

In this new world, the traditional roles of agents and AI are not merely evolving; they are undergoing a profound metamorphosis that will redefine the very essence of customer service. What Today Is, Tomorrow Is Not Today, agents stand as the pillars of customer support, with AI serving as a powerful ally in enhancing their capabilities.

Analytics 52

Analytics Self service Customer Service Technology 52

TechSee

FEBRUARY 19, 2024

LLM-powered virtual assistants, chatbots, and virtual agents promise to become the new faces of customer experience automation. What other infrastructure and investments are required? This could be by automating common tasks performed by agents, or by augmenting agent knowledge and training with virtual agent assistants.

Virtual Agent 124

Virtual Agent Chatbots Enterprise Wait times 124

COPC

APRIL 1, 2024

Global Benchmarking Series | Contact Center Technologies Today, executives deploy digital solutions with increased confidence and swiftness. At the same time, the digital ecosystem is broadening the scope and impact of these technologies across various industries. Over the past two decades, numerous strategies and tools have developed.

Customer Experience 91

Customer Experience Gamification Benchmark Chatbots 91

TechSee

JUNE 16, 2022

As companies embrace the digitization of customer support, the new standard is much more than a phone conversation with a call center representative or a visit from a field agent. This list is an homage to the business leaders and influencers pushing the envelope when it comes to innovation in customer experience. Follow on LinkedIn.

Customer Service 251

Customer Service Chief Customer Officer Contact Center Consulting 251

3CLogic

APRIL 10, 2024

A digital-first approach lies at the core of every contact center’s transformation strategy, yet solely relying on digital channels risks damaging your customer service. What is Computer Telephony Integration (CTI)? This is sometimes easier said than done.

Management 64

Management Call Logging CRM Call flow 64

DMG Consulting

MARCH 27, 2024

AI is key to modifying and enhancing WFM solutions to enable them to properly address the needs of advanced contact centers and other operating environments that handle voice and digital synchronous and asynchronous interactions.

Consulting 59

Consulting Consulting Enterprise Agent Empowerment 59

TechSee

APRIL 9, 2024

This gap represents the disconnect between customers and service agents, where words fail to convey the full picture of an issue or solution. Without visual assistance, customers struggle to describe technical problems or product statuses, and agents are left to navigate these challenges “blind” without seeing the actual issue.

Technical Support 124

Technical Support Metrics Technology Customer Service 124

TechSee

JUNE 9, 2022

Providing a digital, omnichannel customer experience is a clear imperative. Allowing customers the flexibility to digitally self-serve can dramatically increase customer satisfaction, and lower your operating costs. One of the greatest challenges of providing digital service is the lack of personalization and contextualization.

Customer Experience 145

Customer Experience Self service Interactive Voice Response Technical Support 145

Comm100

MARCH 20, 2024

When done right, digital communication offers governments and agencies the opportunity to build, maintain, and restore trust. Canada, and the UK, and offers insights into how digital communication can play a pivotal role in reversing this trend. This blog explores the decline of public trust in government, backed by data from the U.S.,

Government 75

Government Chatbots Self service Wait times 75

Fonolo

JANUARY 17, 2023

If there’s one thing managers need to understand about digital transformation, it’s how artificial intelligence is changing CX in the contact center. Along with huge cost savings, AI will be a tremendous boon to customers longing for better self-service, and agents who need relief from repetitive taskwork. This includes your agents.

Contact Center 154

Contact Center Interactive Voice Response Chatbots Average Handle Time 154

Cisco - Contact Center

JANUARY 10, 2023

As a change agent serving the financial services industry for over 20 years, it is a great privilege to collaborate with Bank, Insurance, and Wealth Management institutions to devise and execute digital transformation strategy, solve complex business problems, and leverage technology to strengthen business results.

Banking 145

Banking Enterprise APIs Contact Center 145

CSM Magazine

FEBRUARY 6, 2024

Although digital customer service solutions can be quick and efficient, they often offer generic and automated responses that are not personalised to individual customers. Digital solutions are also useful for collecting and analysing customer data which can then be used to improve the service.

Customer Service 98

Customer Service Chatbots Technology Sales 98

DMG Consulting

APRIL 8, 2024

WFM solutions have changed significantly in the past few years, transitioning from applications intended to optimize and control agent schedules into systems that empower employees with greater levels of flexibility delivered via self-service. Like what you’re reading? These solutions were identified by 37.5 percent and 50.0

Self service 48

Self service Agent Empowerment Contact Center Gamification 48

Playvox

APRIL 21, 2023

Customer service has gone digital — and your contact center needs to evolve with the times. As younger customers make up more and more of the marketplace, they’re shifting service preferences toward digital channels. What Is Omnichannel Customer Experience?

Customer Experience 95

Customer Experience Contact Center Self service Multichannel 95

Comm100

JANUARY 17, 2024

And what are the first steps for those at the beginning of this journey, and what advanced strategies can those who have already adopted automation employ to scale new heights? Chapters Chapter 1 What is automation in customer service? Table of Contents What is automation in customer service?

Customer Service 74

Customer Service Chatbots Customer centricity Feedback 74

NobelBiz

APRIL 30, 2024

It enhances the efficiency and effectiveness of the services provided and improves the working conditions for agents and satisfaction for customers. The projection is that one in 10 agent interactions will be automated by 2026, a significant increase from the current estimated 1.6% of interactions that are automated using AI.

Call Center 105

Call Center Chatbots Virtual Agent Contact Center 105

NobelBiz

APRIL 30, 2024

It enhances the efficiency and effectiveness of the services provided and improves the working conditions for agents and satisfaction for customers. The projection is that one in 10 agent interactions will be automated by 2026, a significant increase from the current estimated 1.6% of interactions that are automated using AI.

Call Center 104

Call Center Chatbots Virtual Agent Contact Center 104

VirtualPBX

JANUARY 23, 2024

We’ll take a look at seven of the main ways to keep them up-to-date, but first, let’s consider what exactly cybersecurity in a call center involves. While the question of what is call center technology usually elicits a standard answer across a company, the provision of physical spaces can often be a little inconsistent.

Call Center 98

Call Center Engineering Education Best practices 98

Fonolo

NOVEMBER 8, 2022

The occasional call spike is hardly cause for concern — however, if your call center agents are struggling to manage daily volumes , you risk a lot more than a few abandoned calls. In fact, agent morale, customer satisfaction, and other important KPIs are directly tied to your call center’s ability to successfully manage incoming queries.

Call Center 156

Call Center Interactive Voice Response Self service Abandon Call 156

Outsource Consultants

FEBRUARY 26, 2024

Where Humans Excel In an era where digital disruption, especially through AI, compels organizations to make huge, strategic decisions swiftly to remain competitive, the role of a trusted call center advocate to identify CX trends, steer decision-making, and foster partnerships is more critical than ever.

Call Center 67

Call Center outsourcing Customer Service Consulting 67