Comm100

OCTOBER 10, 2022

The life of chatbots in customer service has been turbulent. However, as bot technology has rapidly improved, so too has organizations’ readiness to adopt chatbots in their customer service operations. Staffing has become increasingly difficult in customer service. On some days this number rose as high as 91%.

Customer Service 81

Customer Service AI Technology Technology 81

Fonolo

DECEMBER 6, 2022

When was the last time you received an assessment or completed a self -assessment? FACT: Authoritative, hands-off, influential, transactional, and employee-centric are five different types of leadership styles that support call center development in different ways. SLAs: Service-Level Agreements are your promise to your customers.

Contact Center 142

Contact Center Net Promoter Score Customer Satisfaction Sales 142

Hodusoft

OCTOBER 19, 2023

BPOs offer a comprehensive range of services, including but not limited to customer support and sales. However, as the demand for exceptional customer service continues to rise, the operating costs associated with BPO contact centers are also rising greatly. million in 2022 to US$34, 570.73 from 2023 to 2028.

Contact Center 52

Contact Center Predictive Analytics Non-Profits Customer Satisfaction 52

Uniphore

DECEMBER 7, 2021

customer service to adapt. For example, by utilizing post-interaction analytics , CX leaders can uncover more effective customer service techniques for their unique market. Customer Service in Retail: 3 Ways to Solve Problems This Holiday Season. The same is true for customer service agents. However, obstacles still loom.

Retail 130

Retail CX Omnichannel Artificial Intelligence 130

Comm100

FEBRUARY 6, 2023

Customer experience, also known as CX, is a customer’s overall experience when interacting with an institution’s products or services and their perception of the business and its values. It requires that you digitize your banking services to be convenient, easy to use, personalized, and secure.

Customer Experience 76

Customer Experience Omnichannel Social Media Touchpoint 76

Execs In The Know

APRIL 8, 2024

By prioritizing human-centered design within the service delivery model, partnering with CX experts that emphasize the customer, and ensuring that every piece of technology empowers the people using it, business decisions can become remarkably less uncertain (and less exhausting).

CX 52

CX CX Transformation Technology Technology 52

Zendesk

APRIL 28, 2021

To offer superior support, customer service teams need their systems, tools, processes—and most of all—people to work in harmony. But in lieu of personalized service, self-service support is your stand-in, and it needs to be just as good as your agents. When customers prefer self customer service.

Start-ups 98

Start-ups AI Customer Service Customer Expectations 98

Zendesk

JULY 26, 2023

Known for its stellar customer service and arresting location in the United Kingdom’s capital, Liberty London might at first glance seem to be immune to change—but when the Covid epidemic struck, the business shifted to a “phygital” model.

Retail 52

Retail E-commerce Start-ups Customer Service 52

CSAT.AI

MARCH 8, 2023

In this blog post, we will discuss how you can ensure your customers get the right answer. Self-Serve not Soft Serve For those days when your customers don’t know the answer, a little automated help can go a long way. Keep these self-serve avenues clear, updated and easy to find. Fortunately, there are ways to help them out.

Sentiment Analysis 91

Sentiment Analysis AI Sales Customer Service 91

Fonolo

JANUARY 14, 2020

Which customer service blog posts helped to shape the last decade for you? . There are more customer experience management blogs and articles than ever before — not to mention the growing libraries of video and interactive content. Here, we cover the 20 best customer service blogs and influencers to follow in 2020.

Customer Service 136

Customer Service Contact Center Social Media CX 136

Fonolo

JULY 5, 2023

Salesforce reports that a staggering 84% of customers say the experience a company provides is at least as important as its products or services. We’ve probably all experienced something like this: an encounter with an employee that was so negative that it makes us decide to take our business elsewhere in future.

Social Media 104

Social Media Sports Customer Satisfaction Net Promoter Score 104

Totango

JULY 8, 2022

This leads to poor customer retention, slow growth, high churn rates and employee burnout. Also, our Customer Experience Canvas enables employees in any department to have visibility into customer journeys and collaborate on the entire customer experience. You need Totango.

CRM 103

CRM Customer Retention Start-ups Touchpoint 103

Callminer

DECEMBER 17, 2019

Time is money and in-house employees who are tethered to phones all day have a harder time attending to their other duties. Below, you will find interesting statistics pertaining to call centers, their employees and their finances that may prove helpful in deciding whether the use of one for your own business’s strategy is appropriate.

Contact Center 207

Contact Center Finance AI Innovation 207

Steven Van Belleghem

SEPTEMBER 29, 2021

It continuously tries to expand and update the automation of recurring services in order to be able to focus on the human side when it’s needed the most. Or the Click and Collect online grocery pickup in stores or as a drive-in service. Self-driving cars. Financial services. Automate it. Lifelong learning.

CX 123

CX Healthcare Retail Innovation 123

Execs In The Know

OCTOBER 11, 2022

Think of the last time you found out about a new brand or product/service that intrigued you. Taken together, these factors are breaking a brand’s CX journeys in the critical early stages for one simple reason: They are inhibiting and/or fully preventing the fluid and intuitive self-service experience customers crave.

CX 52

CX Artificial Intelligence ML Machine Learning 52

Logicalware

JANUARY 25, 2022

So what are the biggest takeaways for contact centres and customer service teams? GP practices, schools and gyms were also able to continue delivering their services through video. Gartner predicts we’ll see more of this as businesses start moving to “virtual-first, remote-first” business models and customer service this year.

Technology 98

Technology Technology Customer Service Artificial Intelligence 98

Uniphore

OCTOBER 5, 2021

This is a contributed blog post by Dipu KV, President – Operations & Customer Experience at Bajaj Allianz General a recent guest on Uniphore’s Conversations that Matter podcast. That’s the extent to which digitization is being used nowadays to transform the customer service landscape. came to the fore.

Contact Center 100

Contact Center Artificial Intelligence AI Government 100

Hodusoft

FEBRUARY 16, 2022

Striking a balance between protecting employees from the pandemic and continuity of business is still a major concern for most businesses in 2022. Though many employees continue to work from home, both organizations and employees are exploring the ‘hybrid work model’ for striking the balance. Let’s find out.

Contact Center 98

Contact Center Social Media Omnichannel CRM 98

Execs In The Know

APRIL 8, 2022

Todd’s keynote kickoff told a compelling story about the value of investing in technologies like self-service solutions and better agent tools, while always maintaining a focus on the customer experience. Embracing a Commitment to Employee Success. Presented By: Teresa Ignacio, Vice President, Client Care Managed Services, Visa.

Net Promoter Score 98

Net Promoter Score Contact Center Sports CX Transformation 98

SurveySensum

NOVEMBER 3, 2023

You reach out to their customer service, and within seconds, a friendly chatbot listens to your issue properly and provides you with the answer, gathering valuable customer feedback. That’s the power of good customer service! In this blog, we’ll explore seven customer service trends for 2024.

Customer Service 52

Customer Service E-commerce AI Customer Satisfaction 52

ClearAction

NOVEMBER 11, 2022

On other holidays (Veteran’s Day, Memorial Day, Mother’s Day, CX Day, Customer Service Week, etc.), Embedding gratitude in your business strategies for customer, employee, and partner experience (CX, EX, PX), and beyond, will benefit your organization on every level, every day. we’re reminded again.

Customer Experience 71

Customer Experience Key Driver Analysis Customer Acquisition CX 71

Customer Bliss

AUGUST 18, 2020

This is a guest post from Niraj Ranjan, CEO & CO-founder of Hiver – a Gmail-centric customer service solution. While this is true on any given day, the pandemic has resulted in customers becoming more sensitive and self-conscious about the choices they make. Pay close attention to how self aware your candidates are.

Customer Service 100

Customer Service Touchpoint Customer Experience Innovation 100

Execs In The Know

APRIL 14, 2022

As covered in last week’s keynote-focused blog post , Customer Response Summit (CRS) Clearwater, Florida was a recent wrap (March 28–30, 2022). In this blog post we provide a glimpse at some of the CRS Clearwater sessions outside of the previously covered keynotes, including panel discussions, pre-conference workshops, and breakout sessions.

Real Estate 98

Real Estate VOC Actionable Insights CX 98

Fonolo

JUNE 14, 2019

Although this is true, how do customer service leaders strategically read to a) learn how to turn themselves into optimal leaders; and b) transform their teams into the high-performing customer service engines they aspire to be? From metrics, to employee satisfaction, to advances in AI, our customer service blog has you covered.

Customer Service 92

Customer Service Contact Center Construction Engineering 92

CSAT.AI

MAY 24, 2022

Updated May 2022 Following our previous blogs which cover agent abuse is the question of banning bad customers. Is banning bad customers good customer service? Safety is a major reason people avoid ride sharing services. According to their blog Uber provides passengers tips on how to improve their rating before banning them.

Customer Service 85

Customer Service CX Customer Satisfaction 85

CSAT.AI

AUGUST 12, 2021

Self-serve tools are like ice-cream: they should have multiple options and sweeten the customer relationship. As Shopify shared in their 2020 blog , customer feedback helps identify such repeat problems. QA goals promote efficient processes and agents result in fewer employees needed to handle call volume saving on labor costs.

Contact Center 98

Contact Center Social Media Customer Satisfaction Manufacturing 98

Execs In The Know

OCTOBER 9, 2023

Every department, from marketing to customer service, wants to know how AI will affect their role in a business. The more we learn about its capabilities, the more we realize that AI has the power to be a critical supporter of human employees and creativity rather than the replacement that many fear it will be.

AI 52

AI Customer Service CX Technology 52

The Customer Service Blog

SEPTEMBER 28, 2021

Are companies paying too much attention to their customers, and not enough attention to other stakeholders, such as employees? Have a read of the article below and then get in touch with The Customer Service Blog to give your views. Employees can become demotivated by perceived imbalance. What do you think?

Social Media 52

Social Media Customer Relationship Retail Customer Loyalty 52

Execs In The Know

MARCH 13, 2023

This trend has had very positive impacts on individual aspects of customer experience like online chat, chatbot functionality, and self-help tools. How are we creating cohesive and engaging experiences for the employees that need to leverage the other side of all those new tools and channels?

Touchpoint 52

Touchpoint CX Innovation Start-ups 52

Callminer

APRIL 23, 2019

To ensure the quality of customer service. By removing all sensitive data without sacrificing the context of conversations, companies can get the full benefits of customer engagement and speech analytics solutions to boost customer service and agent performance while simultaneously maintaining compliance.

Compliance 159

Compliance Contact Center E-commerce Customer Satisfaction 159

PeopleMetrics

MAY 12, 2015

Customer experience darling Zappos recently reported 210 of its employees have resigned. That number might seem shocking at first glance, but in terms of employee engagement strategy , it’s not so bad. For the sake of brevity, Holacracy is based on self-management, self-organization, and efficiency. A Call to Arms.

Engineering 107

Engineering Voice of the Employee Customer Experience Customer Service 107

Fonolo

JANUARY 31, 2018

It’s going to be a big year in the world of contact center and in customer service technology. Will this be the year that messaging platforms from Facebook, Apple and others reach critical mass as a channel for customer service? We’re delighted that so many of you subscribe to this blog or visit us every week.

Contact Center 141

Contact Center Machine Learning Finance Healthcare 141

Execs In The Know

OCTOBER 5, 2023

Those technologies have streamlined many important work processes, but the limited capabilities of early chatbots prevented them from making automated self-service as effective as customers and service providers hoped they would. Guest blog post written by Intradiem.

AI 52

AI Contact Center Technology Technology 52

Execs In The Know

MAY 22, 2023

For businesses that specialize in providing top-tier CX, staying on top of agent-focused employee experience is a priority. What does a positive agent-focused employee experience look like? The answer may differ depending on individual needs, but ultimately, an ideal employee experience should be uplifting and impactful.

CX 64

CX Technology Technology Construction 64

Help Scout

AUGUST 31, 2021

If you downplay key expectations, you may end up with applications that don’t meet your requirements, and if you sugarcoat other aspects, you may end up with dissatisfied employees. For example: Help Scout is a remote first company, with 110 employees working from 80+ cities all over the world. We’re also a Certified B Corporation.

Social Media 94

Social Media Innovation Touchpoint Start-ups 94

SurveySensum

JULY 10, 2023

This is how Starbucks prioritizes its customers and consistently delivers exceptional retail customer service – showing how by creating a positive customer experience you can foster trust, cultivate customer loyalty , and set your business apart. So, are you delivering the best customer service in today’s competitive world?

Retail 52

Retail Customer Service E-commerce Social Media 52

CommBox

JANUARY 4, 2022

Customers happily stay loyal to brands who share their values, earn their trust, and prioritize good service, but also readily warn and complain to friends and family about brands that provide a poor experience. Aside from attracting customers, mission statements and company values have also proven excellent for employee retention.

Customer Experience 105

Customer Experience Social Media Entertainment Sales 105