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

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

Execs In The Know

MAY 6, 2022

Over the last 10 years, with the rise in ride-share services, food delivery, and other freelance work becoming available, many workers have turned to this “gig economy” to have more autonomy over their work. Guest blog post written by Melanie Fricke of Directly OnDemand, recently acquired by CSS Corp.

Contact Center 98

Contact Center CX Transformation Compliance NPS 98

Customer Service Life

MAY 20, 2019

This article was originally published on the Talkdesk blog on March 15, 2019. Looking back a decade or so ago, I was a customer service manager at a small SaaS (software as a service) company feeling my way through the contact center. I like to tell folks that our product is customer service.

Customer Experience 67

Customer Experience Contact Center NPS Gaming 67

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

Intercom, Inc.

FEBRUARY 25, 2021

Empathizing with customers with Annette Franz , on Engati CX. Six steps of the journey mapping process with Annette Franz, on Winning Digital Customers. This is Scale, Intercom’s podcast series on driving business growth through customer relationships. So, it’s been a full and fun ride.

Customer Experience 211

Customer Experience CX Start-ups Close the Loop 211

Execs In The Know

FEBRUARY 16, 2023

And an immediate turn-around in skill proficiencies – delivering improved empathy, customer satisfaction, active listening, and all the other actions we want them to practice for improved customer experiences.” It allows you to scale top-performing agents while removing the awkwardness and bias inherent in human-to-human role play.

AI 52

AI Scorecard Contact Center Compliance 52

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.

CX 52

CX Customer Experience Artificial Intelligence NPS 52

Customer Service Life

MARCH 18, 2018

This article was originally posted on the FCR blog on February 22, 2018. These questions likely represent real customers waiting for an answer and therefore are time sensitive. As your team scales, “assign support staff to monitor these channels during scheduled times,” recommends Gordon Brannon. Set up notifications.

Customer Service 68

Customer Service Contact Center 68

Logicalware

AUGUST 26, 2021

There has been a deluge of research exploring how customer behaviour has changed during the pandemic. So in this blog, I thought I’d share some of the most interesting UK, EMEA and global insights I’ve seen in relation to customer behaviour, experience and interaction. Customer priorities have changed.

Invoicing 88

Invoicing Start-ups Omnichannel Customer Service 88

Totango

AUGUST 25, 2022

Six Customer Engagement SaaS Strategies That Work. For software service providers, customer engagement SaaS strategies play a central role in a successful business model. Proactive interactions with your customers can increase satisfaction and retention, driving repeat business and referral revenue. Evolve your service.

Net Promoter Score 99

Net Promoter Score Customer Acquisition NPS Customer Journey Map 99

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

Execs In The Know

JULY 1, 2021

Although the conversation ranged across a variety of topics (all related to WFH), the overarching theme was pointed toward identifying the most critical pieces for achieving long-term WFH success. Buyers of BPO services should have the loftier goal of finding a great partner. Blog post, written by: Execs In The Know.

Contact Center 98

Contact Center Entertainment Hospitality Hospitality 98

Execs In The Know

MAY 26, 2021

The day’s discussion may include such topics as: Employee wellness and cultural transference. The event will be co-hosted by Ebrahim Hyder, Vice President Customer Service at Michael Kors along with Chad McDaniel, President of Execs In The Know. Remote recruiting, hiring, training, and coaching best practices.

Innovation 52

Innovation CX Engineering Business Growth 52

Comm100

NOVEMBER 5, 2020

Access to information is key to the success of any customer service team, whatever channel you use. For customer service, that means collecting, centralizing, and sorting important information into a well-crafted internal knowledge base. But for this success to happen, this information can’t be siloed.

Omnichannel 52

Omnichannel Start-ups AI Customer Service 52

Comm100

JULY 4, 2023

If you’re reading this blog, you’ve likely come to the realization that your customer service & support operations could benefit from chatbots and automation – welcome to the club! The adoption of bots is skyrocketing as their benefits for both customers and organizations become increasingly clear.

ML 52

ML AI Start-ups Machine Learning 52

Customer Service Life

SEPTEMBER 4, 2019

This article was originally published on the ICMI Blog on July 18, 2019. While I was (and am) deeply passionate about awesome customer service, the act of creating a quality form and randomly monitoring a set of customer interactions was still a necessary evil when it comes to running a contact center.

Scorecard 67

Scorecard Contact Center Customer Journey Map Compliance 67

Comm100

NOVEMBER 8, 2017

You want your live chat customer service experience to be top notch, so it’s no wonder you want the best and the brightest for the job. How can you tell who will treat your customers with kindness and compassion – who will work diligently to provide them with the solutions and the support that they are reaching out for?

Customer Service 42

Customer Service Start-ups Construction Customer Satisfaction 42

Shep Hyken

MARCH 7, 2022

Each week I read many customer service and customer experience articles from various resources. How to Build Customer Loyalty by Sharing the Inflation Burden by Joel Comm. My friend, Joel Comm, shared three interesting ways to cut costs that make sense because none impact the service customers are used to experiencing.

Customer Service 11

Customer Service E-commerce Retail Customer Loyalty 11

ProProfs

JULY 19, 2019

With this in mind, we discuss in this blog 10 effective training evaluation survey questions that you should include in your training survey. It doesn’t matter whether you’re talking about online HR training , customer service training , or channel partner training , the same rules apply everywhere. Choose a 4-5 Point Scale.

Construction 61

Construction Start-ups Customer Survey Sales 61

Intercom

APRIL 27, 2023

You might say your business prioritizes the needs of your customers. You might even say your customer-service is customer-centric. But do you have what it takes to earn the title of customer-obsessed? The terms customer-obsessed, customer-centric, and customer-focused sound pretty similar.

CX 52

CX AI Start-ups Customer Service 52

C3Centricity

MAY 25, 2020

Companies are changing business models as their value shifts from products to services, or even to the sale of the information they gather. Yes you have data and information, but if you’re a regular reader of my blog, you will know that you have to turn these into knowledge to understand your customers. The Opportunity.

Technology 77

Technology Technology Agriculture Retail 77

ClientSuccess

JUNE 11, 2019

Responsible for negotiating contract renewals and growing professional services revenue. Customer Service – Role requires a customer support mentality. Customer Service – Role requires a customer support mentality. The primary focus is on product adoption and utilization of software.

Start-ups 40

Start-ups Gaming Customer Retention Customer Loyalty 40

C3Centricity

MARCH 15, 2018

Companies are changing business models as their value shifts from products to services, or even to the sale of the information they gather. Yes you have data and information, but if you’re a regular reader of my blog, you will know that you have to turn these into knowledge and understanding, and then into actionable insights.

Manufacturing 82

Manufacturing Agriculture Retail Entertainment 82

Comm100

OCTOBER 27, 2016

Customer expectations come into play in a number of different circumstances, and can influence a customer’s experience with a representative, your online platform, or even a self-service channel. Customer service expert, Jeff Toister, outlines four major sources for customer expectations on his blog.

Customer Expectations 64

Customer Expectations Social Media Customer Service Customer Loyalty 64

Help Scout

AUGUST 11, 2021

One of the best ways to stay current with trends and customer needs is by following customer service blogs. Below are nine customer service blogs we love, with breakdowns of what content you can expect to find on them and details on why they’re so amazing. Motivational quotes on customer service.

Customer Service 80

Customer Service Artificial Intelligence Start-ups Education 80

Comm100

NOVEMBER 8, 2018

These are all questions to keep top of mind when planning out your overall customer experience strategy. In this blog post, we’ll break down top types of customer communication channels, and explain some of the use cases for each that will answer these questions. Knowledge base. Knowledge Base.

Social Media 51

Social Media AI Machine Learning Technology 51

ProProfs

SEPTEMBER 15, 2022

In this blog, you’ll learn how to create a conflict-style quiz and the tips you can use to get the maximum benefit out of them. . Also, ensure that the questions you ask don’t deviate from the topic. Intuitive and feature-packed, ProProfs provides a seamless way to conduct effective personality assessment at scale.

Start-ups 52

Start-ups Innovation Social Media Customer Service 52

Comm100

NOVEMBER 3, 2017

The problem is that social media is such a broad topic, and an effective social media team comes from a variety of knowledge levels and backgrounds. The following blog post will give you helpful training tips, social media training exercises, and a brief list of courses that will help your social media team rise above and beyond.

Social Media 46

Social Media Social Listening Start-ups Legal 46

Comm100

NOVEMBER 27, 2017

Here’s what they found : “As the President begins to outline the prank and how seriously he is taking the issue, the score shoots to the top of the “believability” scale. We deeply apologize for the severe inconvenience imposed upon our customers. Free Download] The Definitive Guide to Social Media Customer Service.

Social Media 120

Social Media Non-Profits Legal Manufacturing 120

SurveySensum

JULY 14, 2020

Meet the Top 150 Global Customer Experience Thought Leaders and Influencers of 2020. Adam Toporek – Customer Service Expert, Keynote Speaker, Trainer, Strategic Advisor . Annette Franz – Customer Experience Consultant, Keynote Speaker, Author . LinkedIn : [link]. Website : [link]. LinkedIn : [link].

Customer Experience 132

Customer Experience CX E-commerce Social Media 132

Zendesk

MARCH 22, 2021

What is a customer testimonial? A customer testimonial is an endorsement of a product or service provided by a satisfied customer. They want real-life examples of satisfied customers. Testimonials provide social proof , reassuring customers that a product or service will work as advertised.

B2B 98

B2B Entertainment Start-ups B2C 98

Intercom

SEPTEMBER 28, 2023

After all, despite the unease that comes with uncertainty, we find ourselves in a unique position to witness, learn from, and shape the way AI permeates and transforms customer support as a whole, and build more meaningful connections as a result. Here are some of the key takeaways: An AI-human partnership is key.

AI 59

AI Start-ups Education Customer Service 59

Comm100

FEBRUARY 10, 2022

What started with Netflix’s sophisticated Machine Learning recommendation algorithms customized to every users’ preferences has now become the buzz in customer service and support. Why does personalized customer service matter? – It earns you loyal customers and boosts retention.

Customer Service 52

Customer Service Social Media Omnichannel Customer Acquisition 52

Fonolo

FEBRUARY 9, 2023

In the world of contact center metrics, service level has always held a special place. This metric is universally understood across the industry, and clearly conveys how quickly customer calls are answered by support agents. What is the Purpose of Service Levels? Where Did the 80/20 Service Level Rule Come From?

Net Promoter Score 142

Net Promoter Score Contact Center Compliance Customer Satisfaction 142

Hodusoft

JANUARY 1, 2024

The Rise of Virtual Banking: Contact Center Software as the Backbone of Remote Financial Services Over the past few years, the state of virtual banking has evolved greatly with financial institutions utilizing digital technologies to provide innovative and expedient banking services. It offers a similar suite of services.

Contact Center 52

Contact Center Finance Social Media Artificial Intelligence 52

Execs In The Know

FEBRUARY 26, 2023

What a Great Customer Experience Looks Like As generational preferences continue to shift towards more modern, digital and instantaneous communication channels, it’s important to ensure that you aren’t just showing up on a channel, but actually building long-lasting customer relationships. This is no longer sustainable.

Customer Relationship 52

Customer Relationship CRM Customer Service CX 52