Customer Service Life

APRIL 12, 2023

Image by Gerd Altmann from Pixabay One of my favorite things about writing and speaking about customer experience, customer service, and contact centers is the opportunity to connect with others in the industry and talk about topics that are near and dear to my heart.

Customer Service 78

Customer Service Contact Center Voice of the Customer CX 78

CSAT.AI

JULY 13, 2022

Here are some aspirational customer experience quotes from the pros on practices to aim your business for the stars. If your brand is used in a sentence to position it as the brand that others should emulate, then you are operating at a Trademark level of service.” – Shep Hyken When Your Company Becomes a Verb , Hyken blog .

Customer Experience 93

Customer Experience CXM Contact Center Innovation 93

Uniphore

NOVEMBER 18, 2021

These unique AI qualities can assist customer experience (CX) leaders in pinpointing how their customers truly?feel, It can help them track customers’ happiness levels throughout the entire customer journey, as well as before, during and after every interaction with salespeople and agents. Improved contextual awareness:?Context

CX 162

CX Artificial Intelligence AI Business Growth 162

Comm100

JANUARY 17, 2024

How does it benefit organizations and customer experience? At its core, it involves using software, AI, and other digital tools to automate customer service processes, thereby enhancing efficiency and customer experience. By automating a high volume of common queries, this chatbot reduces agent workload and increases support capacity.

AI 77

AI Customer Service Technology Technology 77

Hodusoft

JULY 19, 2023

Choosing the right inbound call center software can help businesses in improving customer satisfaction, reducing wait times, and increasing operational efficiency. In this blog, we will explore everything related to inbound call center software. Agents are able to handle more calls in less time, enabling enhanced productivity.

CRM 98

CRM Customer Satisfaction Compliance Artificial Intelligence 98

Hodusoft

MAY 10, 2024

As per recent stats the number of remote call center agents is expected to grow by 60 percent from 2022 to 2024. That means they don’t need customer service representatives and agents to be physically present in one location unlike traditional call centers and contact centers that are confined to physical locations.

Contact Center 52

Contact Center Social Media Compliance Artificial Intelligence 52

TeamSupport

JUNE 20, 2023

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. Lower productivity and less than satisfactory customer experiences. What happens when employees are burnt out?

CX 97

CX Customer Satisfaction Customer Experience Customer Service 97

Uniphore

NOVEMBER 23, 2021

Uniphore and Tech Mahindra jointly create exceptional customer experiences and improve service outcomes by supporting customer service automation. The Conversational Automation platform uses AI to hear what service agents might miss, including emotion and intent. Syed and Saurabh Rai on the Value of Conversational Automation.

E-commerce 130

E-commerce Innovation Compliance AI 130

Comm100

MARCH 21, 2023

99% of customers believe that companies need to improve their service and support and there’s plenty of scope to do so. In this article, we’ll look at six game-changing customer service improvement strategies that businesses can introduce to enhance their customer service and gain a competitive edge.

Customer Service 69

Customer Service Omnichannel Customer Satisfaction Social Media 69

Comm100

MAY 23, 2023

Wherever you look, automation is popping up across customer service teams as organizations look to improve efficiency, reduce support costs, and scale their business. This blog will help you on your way, providing the top automated customer service examples that can be used across industries.

Customer Service 74

Customer Service Artificial Intelligence Machine Learning AI 74

Execs In The Know

NOVEMBER 1, 2021

To help highlight some of the amazing ideas that came out of these sessions, we’ve created a five-part blog series — each focusing on a particular keynote session. In Part 3, we share Randy Bassett’s and DISH Network’s unique approach to agent coaching, and how it has led to award-winning customer experience.

Construction 98

Construction Innovation Customer Service Customer Experience 98

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

Comm100

MARCH 6, 2024

And far gone are the days when agents had little to no information about the customer they were speaking to and were restricted to serving one user at a time. The advent of live chat has revolutionized the customer experience, the agent experience, and overall productivity. The advantages of live chat 1.

AI 94

AI Customer Service Sales Customer Satisfaction 94

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

Comm100

APRIL 2, 2024

Customer satisfaction (CSAT) scores are a vital metric for any business trying to track and improve their customer service and support. The scores provide a snapshot of how satisfied your customers are with your products or services, indicating areas of success and those needing improvement.

Customer Satisfaction 93

Customer Satisfaction CRM Actionable Insights Social Media 93

Execs In The Know

MARCH 31, 2023

Knowing your customer is the golden rule of any strong CX strategy, but focusing solely on customer satisfaction metrics can lead to missed improvement opportunities. By measuring customer and agent effort scores in tandem, CX leaders can tap into a more complete picture. What Are Agent Effort Scores?

Customer Satisfaction 52

Customer Satisfaction Customer Loyalty CX Start-ups 52

TeamSupport

JANUARY 22, 2024

Businesses are continually seeking innovative ways to enhance efficiency and improve the overall customer experience. In this blog, we will delve into the intricacies of automation, exploring its benefits, applications, and the core components that drive effective customer service automation.

Customer Service 59

Customer Service B2B AI Innovation 59

Uniphore

DECEMBER 6, 2021

Contact centers can have the best customer service agents and the latest and greatest technology. They can even implement superb customer experience strategies; but without an able and trustworthy leader at the helm, they will ultimately fail. Experience on the Frontline. Management Competency.

Contact Center 130

Contact Center Technology Technology AI 130

Execs In The Know

APRIL 7, 2024

Workforce management (WFM) provides several benefits to agents, including improved focus, additional resources, and valuable assistance. By Lilith Shoemaker, Staff Writer As an agent, I understand the customer-facing side of the service experience better than most. That consistency means there are fewer surprises.

Scorecard 52

Scorecard Start-ups Education Customer Experience 52

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? In this blog, we will cover everything related to call abandonment rates and why it is important. Also, a high call abandonment rate is 10% or more.

Customer Satisfaction 59

Customer Satisfaction Technology Technology Actionable Insights 59

MattsenKumar

JULY 31, 2023

As the competition increases, it becomes increasingly essential for FinTech companies to deliver a customer-centric experience. A vital aspect of this experience is through call centers, where customers can receive support and have their queries answered.

Social Media 52

Social Media Customer Feedback Customer Satisfaction Customer Relationship Management 52

Execs In The Know

APRIL 28, 2022

Attended automation— artificial intelligence and machine learning used to support live agents, not replace them —delivers ongoing training, real-time workflow guidance and policy enforcement, and noteworthy improvements to KPIs across the board. Support and Guidance: The Key to Better Agents. What Is Attended Automation?

Contact Center 98

Contact Center Machine Learning Artificial Intelligence Customer Satisfaction 98

Logicalware

AUGUST 16, 2023

Here at Puzzel, we’re focused on leveraging Generative AI’s capabilities to improve customer satisfaction and reduce contact centre costs. One such innovation is Puzzel’s AI-powered Co-pilot for agents and admins. The simplification of complex multitool searches Puzzel’s integration with OpenAI introduces Agent Co-pilot.

Artificial Intelligence 52

Artificial Intelligence AI Innovation Customer Satisfaction 52

Execs In The Know

APRIL 29, 2022

Most consumers report that they are expecting the global health crisis to kickstart business improvements and innovation and accelerate digitization, while overall they are looking for a cohesive, safe, and customized experience. How can you turn agent insights into quantifiable action? Did you miss the session?

CX 98

CX Actionable Insights Touchpoint Technology 98

Comm100

MARCH 20, 2024

This blog explores the decline of public trust in government, backed by data from the U.S., How to Improve Trust in Government – 4 Essential Communication Strategies When exploring how to improve trust in government, it’s crucial to be realistic and pragmatic with results.

Government 78

Government Social Media Artificial Intelligence Legal 78

Fonolo

NOVEMBER 7, 2018

It’s good practice to strike an optimum occupancy rate and revisit key performance indicators in an overall effort to improve service levels, as we discussed here. Gamification is endlessly useful for engaging and training new employees, as well as for boosting agent morale and staff engagement. Agent Care. Look it up.

Contact Center 182

Contact Center Technology Technology Customer Loyalty 182

Fonolo

AUGUST 29, 2023

As call center managers, you have the power to train and encourage your agents to become active listening experts; enhancing customer satisfaction and loyalty. Bonus: It makes your agents’ jobs more interesting , too. In this blog, we’ll take a close look at what’s involved in active listening.

Contact Center 67

Contact Center Construction Customer Satisfaction Start-ups 67

Hodusoft

MARCH 6, 2024

E-commerce Customer Support: How BPO Can Elevate Your Service Experience Are you an e-commerce business struggling to provide seamless and efficient customer support services? Improving Response Time During peak seasons, there may be a surge in customer inquiries. Let’s get started.

E-commerce 52

E-commerce Contact Center Social Media Gaming 52

Comm100

OCTOBER 17, 2023

The primary aim of the software is to increase efficiency, improve customer satisfaction, reduce operational costs, and help businesses to scale. They can handle basic queries, guide users, or escalate issues to human agents. Improved customer satisfaction : Quick and consistent responses can enhance the customer experience.

Customer Service 76

Customer Service Social Media Omnichannel AI 76

ModSquad

APRIL 13, 2021

This customer-driven business model makes sense when you consider that 86% of customers are willing to spend more money when they feel they’ve had a good customer experience. Learn what steps you can take to ensure your customers think of you when they envision a great ecommerce customer experience. Empower Your Agents.

Customer Experience 119

Customer Experience Customer Loyalty Customer Service 119

Execs In The Know

APRIL 8, 2022

Digital transformation poses distinct operational challenges for the contact center that go beyond the customer and agent experience; we’ll address two of those challenges here. By now, contact centers and agents have adapted to a work-from-home model, which will remain in place for many contact centers.

Contact Center 98

Contact Center Artificial Intelligence AI ML 98

Comm100

SEPTEMBER 26, 2023

In this blog we will explore some advanced and effective personalized service examples that defy the ordinary and are setting new standards in customer service and engagement. Armed with this data, customer service agents can provide deeply personalized support that is helpful, accurate, and shows next-level care for the customer.

Sentiment Analysis 72

Sentiment Analysis Omnichannel AI Customer Service 72

Comm100

NOVEMBER 23, 2021

87% of senior business leaders see customer experience as their top growth engine, and yet only one in three feel prepared to address this. Although this level of uncertainty is worrisome, the first step towards improving customer experience (CX) is far simpler than many realize. Personalized conversations.

Customer Experience 90

Customer Experience CRM Omnichannel Social Media 90

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. Furthermore, 86% of customers are willing to pay more to receive a better customer experience. Here, the customer expresses his frustration with the agent.

VOC 52

VOC Scorecard Construction Customer Satisfaction 52

Fonolo

MARCH 28, 2023

Customer experience managers in the contact center have never mattered more. They also share and compare their experiences with your business against the biggest brands in the world. Excellent customer experience is a must and should never be overlooked. Excellent customer experience is a must and should never be overlooked.

Customer Experience Management 81

Customer Experience Management Customer Experience Contact Center Net Promoter Score 81

Win the Customer

SEPTEMBER 6, 2023

In this blog post, we’ll explore how AI and chatbots are transforming customer service interactions, making them faster and more efficient. Unlike human agents who have limited working hours, chatbots can assist customers 24/7. This speed enhances the overall customer experience and can significantly reduce customer frustration.

AI 64

AI Customer Service Artificial Intelligence Gaming 64

Totango

JANUARY 2, 2024

To transform your organization to reach this next level, enterprises often need a change agent who can help both functional teams and customers shift their behaviors to drive better results in the post-sales journey.

Business Growth 101

Business Growth Customer Journey Map Gaming Sales 101