C3Centricity

FEBRUARY 13, 2024

Last week I spoke about the importance of actioning customer feedback. I want to continue this topic focussing on using the information for continuous improvement of the brands and services you offer. And customers expect businesses to be constantly adapting and preparing for their future needs.

Social Media 90

Social Media Customer Feedback Innovation Customer Satisfaction 90

Comm100

FEBRUARY 2, 2022

Does your customer service team have big plans for 2022? With the turbulence of the pandemic now settling down, there’s no excuse not to begin implementing strategies to improve your customer service and support operations. This empowers agents to work more efficiently while customers receive improved service.

Customer Service 52

Customer Service Omnichannel Social Media CRM 52

Fonolo

SEPTEMBER 11, 2018

We got a lot of feedback on last week’s blog , both in private and in public (see this thread on LinkedIn, for example). Contemplating the eventual fate of humans in the customer service process leads to some spicy conversations. I fully agree that some of those projects can lead to agent replacement. Conclusion.

AI 89

AI Customer Service Contact Center Artificial Intelligence 89

Execs In The Know

NOVEMBER 22, 2022

Strategies for Leading a Multilingual Global Contact Center. This shift in mindset will enable companies to improve their staffing strategies, optimize their efficiency, and provide a delightful and consistent experience for customers every time. . It’s time to rethink how we address language as a business problem.

Contact Center 98

Contact Center CX Technology Technology 98

Intercom, Inc.

DECEMBER 28, 2022

For one, Eoghan McCabe , our Co-founder and Chairman, returned to the role of CEO , the position he had held from our founding in 2011 until 2020 – and he is bringing a renewed focus on the customer service space, so you can expect to see even more innovation from us in that area. Luckily, customer service teams are a resilient bunch.

Innovation 118

Innovation Customer Retention Machine Learning Customer Service 118

TeamSupport

JUNE 20, 2023

Compounding these hurdles is the fact that providing excellent customer support is facing its own set of challenges. As customer support demand continues to increase by 11% per year, reduced staffing levels is causing 75% of customer service agents to face a serious risk of burnout.

CX 97

CX Customer Satisfaction Customer Experience Customer Service 97

Execs In The Know

APRIL 13, 2023

Underneath the glowing possibility of introducing your product or service to a much wider audience, there lies an underbelly – one populated by clever, tech-savvy fraudsters who use complex schemes and strategies to exploit businesses, often with massive consequences. As eCommerce grows, so too does its vulnerability to friendly fraud.

Machine Learning 98

Machine Learning Technology Technology Customer Satisfaction 98

Hodusoft

NOVEMBER 30, 2023

Providing exceptional customer service is crucial in today’s call center environment, but what if your customers disconnect even before reaching an agent? A high call abandonment rate may lead to customer churn, increased operational expenses, and low revenue. Also, a high call abandonment rate is 10% or more.

Customer Satisfaction 59

Customer Satisfaction Technology Technology Actionable Insights 59

Fonolo

SEPTEMBER 11, 2018

We got a lot of feedback on last week’s blog , both in private and in public (see this thread on LinkedIn, for example). Contemplating the eventual fate of humans in the customer service process leads to some spicy conversations. I fully agree that some of those projects can lead to agent replacement. Conclusion.

AI 52

AI Customer Service Contact Center Artificial Intelligence 52

Bill Quiseng

MARCH 7, 2016

We have all seen the word “viral” tagged to a personal story about bad customer service more often than a good one. At the same time, the millennials and Gen Z who interact primarily through digital communication are becoming your customers and will expect you to be available to them via social media.

Social Media 123

Social Media Customer Service B2C Voice of the Employee 123

CX Accelerator

MAY 28, 2019

There is no place in the world I’d rather work than in Customer Service. On a good day, we are working to resolve customer inquiries as quickly and effectively as we can. Lead the charge on serving together as a team by doing something relevant to your companies mission. That being said.it’s very, well, hard.

Contact Center 140

Contact Center Hospitality Hospitality CX 140

Intercom

MARCH 9, 2023

We’ve brought together industry experts for a conversation on GPT and how it will shape the future of customer service. And while it’s still too early to tell how these large language models (LLMs) will play out in our lives, we believe we have reached a crucial inflection point – especially when it comes to customer service.

Customer Service 64

Customer Service AI Machine Learning Technology 64

Zendesk

JULY 12, 2023

At AWS , Mishra serves as senior advisor to AI/ML startups, where he leads several programs related to startup-scaling, generative AI, and joint innovation. Mishra contends that one of the most powerful applications for AI will be in helping businesses make use of the mountains of customer data they already have but struggle to process.

AI 52

AI ML Artificial Intelligence Machine Learning 52

Fonolo

MAY 10, 2018

Luckily, those seeking reliable sources for CX and CS-related topics can still rely on a special corner of the digital sphere, one which has made a comeback in recent months: Blogs. Her blog is a must-read for those keen on leadership in customer service, customer listening, and engagement. Intercom.com .

Customer Experience 113

Customer Experience Contact Center Innovation Omnichannel 113

Comm100

JUNE 25, 2020

Before devoting her work full time to technical writing, she managed—among other intriguing things—to serve as a lead programmer at an Inc. It all begs one question, “How do customer service agents speak to customers during these sensitive times?”. Your first priority should always be about your customers’ well-being.

Customer Service 52

Customer Service Social Media Start-ups B2B 52

SurveySensum

JANUARY 9, 2024

In this digital age of customer shopping behavior, customer experience is not JUST a desirable outcome – it’s CRITICAL to your business’s success. I believe that today’s consumers are more attentive to the quality of the service they receive rather than the product itself.

VOC 52

VOC Scorecard Construction Customer Satisfaction 52

Fonolo

JANUARY 10, 2019

Contracting out your call center can cut overheads significantly, but poor service could lead to a mass departure of customers. In this blog, you’ll find three of the most notable pros and cons of outsourcing a call center. As we’ve written about extensively, customer experience (CX) is important. Flexibilities.

Contact Center 103

Contact Center Artificial Intelligence Data Entry Social Media 103

SurveySensum

NOVEMBER 8, 2023

CX automation involves leveraging technologies such as AI (artificial intelligence) and RPA (robotic process automation) to automate customer support and marketing campaigns, collect and analyze customer feedback, and personalize customer experience. However, surveys alone are not sufficient for comprehending customer feedback.

CX 52

CX Customer Experience Artificial Intelligence NPS 52

Execs In The Know

FEBRUARY 19, 2023

These past three years have taught us a lot, including the fact that consumers whose lives are disrupted and whose futures are uncertain need customer service that’s not only responsive and reliable but also human. For example, eliminating employee distractions will lead to better end results. To learn more visit Intradiem.com.

Contact Center 52

Contact Center Innovation Manufacturing Technology 52

Zendesk

JUNE 11, 2021

But not every lead that enters the top of your sales funnel will come out the other end as a customer—there’s bound to be some pretty significant spillage along the way. With the right methods, your business can generate more leads at the top of the funnel and more deals at the bottom. What is a sales funnel?

Sales 86

Sales Social Media B2B CRM 86

Execs In The Know

DECEMBER 8, 2021

This channel has become one of the fastest-growing customer service channel offerings. If agents undergo the proper training, they will help resolve customers’ inquiries more efficiently and effectively. Organizations are also prioritizing journey mapping when evaluating their customer touchpoints. WFH Insights.

Contact Center 52

Contact Center Touchpoint Government CX 52

Execs In The Know

DECEMBER 8, 2021

This channel has become one of the fastest-growing customer service channel offerings. If agents undergo the proper training, they will help resolve customers’ inquiries more efficiently and effectively. Organizations are also prioritizing journey mapping when evaluating their customer touchpoints. WFH Insights.

Contact Center 52

Contact Center Touchpoint Government CX 52

Execs In The Know

OCTOBER 6, 2022

Because of customers’ desire and lower total costs of ownership, Gartner predicts by 2025 we will see 80 percent of customer service operations embracing messaging channels. What Does This Mean for Service Delivery Teams for Retail Brands? And, it appears Gartner is not alone in their prediction.

Retail 52

Retail E-commerce Contact Center Social Media 52

Fonolo

OCTOBER 18, 2017

A top mission of the Fonolo blog has always been to help you stay informed with the fast-moving contact center industry. The reports on today’s list are focused on more specific topics within the realm of the call center such as agent management, journey mapping and self-service. Executive Report on Performance & Agents.

Contact Center 117

Contact Center Customer Satisfaction NPS Touchpoint 117

Execs In The Know

FEBRUARY 16, 2023

From the largest banks and insurance providers to leading telecommunications, travel, and technology organizations, companies around the globe are using Zenarate simulation training to develop confident top-performing agents. Guest blog post written by Zenarate. Connect with Zenarate’s Team of Agent Training Experts!

AI 52

AI Scorecard Contact Center Compliance 52

Fonolo

AUGUST 15, 2023

Not surprisingly, it often ties in closely with other KPIs like average speed of answer and service level calculations. Occupancy rate, combined with service level can tell you if your staffing level is set properly for any given amount of time. Lowering your target service level means fewer agents are needed, which raises occupancy.

Contact Center 67

Contact Center Event Planning Technology Technology 67

Help Scout

JANUARY 27, 2019

Every day the Help Scout Customers Team delivers friendly, helpful support via email, chat, and social channels on all manner of topics from features and functionality to billing, onboarding, and integrations. Instead, Help Scout offers two broad paths for customer support career growth: Generalist and Specialist. Generalists.

Customer Service 40

Customer Service Engineering Education Social Media 40

Fonolo

APRIL 24, 2018

A new privacy regulation (GDPR) has multiple impacts on call centers that operate in, or provide service to, Europe. The only way to keep up, is to rely on other folks to dive deep into each topic. About: We read, and blog about, a lot of content from Call Center Week. Our favorite chart: Customer Service Index Report.

Contact Center 99

Contact Center Social Media Customer Service Start-ups 99

SugarCRM

MAY 23, 2023

In our previous two blog posts, we discussed the core features of sales automation and lead management that a CRM needs to deliver complete functionality. Continuing on the same note, this blog post will discuss the core service and customer support features a CRM needs.

CRM 26

CRM Case Management Omnichannel Sales 26

Fonolo

OCTOBER 5, 2023

With their narrow conversation flows and questions that often don’t lead to an answer – or an agent – chatbots don’t always seem all that revolutionary. You wouldn’t be the first customer service professional to ask themselves if a chatbot is really any different than an IVR. Like chatbots, IVRs are used for basic self-service.

Artificial Intelligence 57

Artificial Intelligence Machine Learning Contact Center AI 57

Lumoa

JANUARY 9, 2018

Customer experience has been already a hot topic in business during 2017 and is promising to be even of higher importance in 2018. “CX It’s predicted, that by 2020 customer experience will overtake price and product as the key brand differentiator when making consumer choices. Customers want you to know them.

CX 141

CX Customer Experience Artificial Intelligence Omnichannel 141

Execs In The Know

OCTOBER 10, 2022

Marketing channels help brands grow awareness and promote their product or service. Contact channels are how customers can get in touch with a business — for example, by emailing, engaging in a live chat, or calling a contact center for support. In modern customer service landscapes, marketing and customer contact channels overlap.

Omnichannel 59

Omnichannel Customer Experience Contact Center E-commerce 59

Intercom, Inc.

FEBRUARY 25, 2021

I’ve spent about 30 years in this customer experience profession, starting back in the early nineties at JD Power and Associates, and spent much of the last 25 to 30 years on the corporate side, either working for the voice of the customer platform vendors or running their consulting services organizations.

Customer Experience 211

Customer Experience CX Start-ups Close the Loop 211

Fonolo

JANUARY 9, 2019

All juicy topics worth exploring. We’re going to dive into all of the above on our blog this year, along with our usual coverage of industry reports, public company earnings, fun posts about call center life, findings from our sister site OnHoldWith.com , webinars, hangouts, Fonolo news (of course), and more. (I’m novelty bias)?

Contact Center 70

Contact Center Artificial Intelligence Outlook AI 70

Execs In The Know

FEBRUARY 15, 2023

In this post, we’ll explain what it means to have a data-driven CX program and how you can use data to drive better outcomes for your customers. billion people had smartphones in their pockets, customer service and support were more of an art than a science. Guest blog post written by ibex.

CX 52

CX Actionable Insights Contact Center Start-ups 52

Beyond Philosophy

JANUARY 20, 2020

So, if we engage with the salesperson and start saying yes to small things, then some automatic part of us goes, “Oh, I am invested in this topic. The idea behind long-form advertising is if the person is willing to engage with a long-form ad, then it is evidence that they are into it, which leads to more investment. .

Start-ups 178

Start-ups Sales Manufacturing Customer Loyalty 178

Comm100

JULY 20, 2020

Guest blog – Nahla Davies is a software developer and tech writer. Before devoting her work full time to technical writing, she managed—among other intriguing things—to serve as a lead programmer at an Inc. Customers can also get instant responses to urgent queries 24/7 which contributes to a better customer experience.

Social Media 53

Social Media AI Start-ups Finance 53