Comm100

SEPTEMBER 4, 2022

Note: This blog post was originally published in January 12th, 2017. Because it is one of our most popular posts, we have updated it to include the latest research, up-to-date statistics and best practices in this topic. More companies all the time are experiencing the benefits of live chat , but how does one maximize these benefits?

Customer Service 98

Customer Service Start-ups Government Customer Expectations 98

Intercom, Inc.

DECEMBER 28, 2022

But studies have shown that the majority of what is understood from a conversation isn’t in the words we use, but rather in non-verbal cues like body language, gestures, and tone of voice. After booming for the best part of two decades, a number of factors coincided to transform the SaaS landscape and tech more broadly. And breathe!

Innovation 118

Innovation Customer Retention Machine Learning Customer Service 118

Intercom, Inc.

SEPTEMBER 26, 2018

Here are some examples of clear, lard-free language: What improvements you’ve made to your product, e.g. “It’s now 20% faster.”. Adopt a personal tone. Adopting a personal tone can make all the difference. This is where having a solid customer engagement strategy comes in. Those days are over. Table of Contents.

Start-ups 202

Start-ups Customer Feedback Sales 202

Customer Service Life

JANUARY 28, 2019

This article originally appeared on the OpusResearch blog on November 16, 2018. Thanks to advances in artificial intelligence, specifically natural language processing, and machine learning, the tide is beginning to turn as voice and chat analytics platforms are becoming more accessible, affordable, and insightful. Voice Analytics.

Machine Learning 60

Machine Learning Contact Center Artificial Intelligence Engineering 60

Uniphore

JANUARY 25, 2022

A blog post from Umesh Sachdev, CEO & Co-founder, Uniphore. We rely on language to understand one another broadly; however, most of our communication is nonverbal. Ah, 2022, a new year. Not so fast. However, in artificial intelligence (AI), the feeling is anything but cautious. Here are some of my predictions for 2022….

AI 130

AI Artificial Intelligence Healthcare Legal 130

Intercom, Inc.

DECEMBER 21, 2020

This was a year when it felt like history was unfolding in real time – rather than the narrative of our time taking shape gradually over months and years, events were seemingly getting inscribed straight into the collective memory every day, or sometimes every hour. The art of marketing in a crisis. John Collins, Director of Content.

E-commerce 232

E-commerce Healthcare Start-ups Engineering 232

Hodusoft

APRIL 17, 2024

In this blog post, we will discuss everything about auto attendants starting from what they are, how they work, the pros and cons of using auto attendants, how to set up an auto attendant, and how to include scripts. What is an Auto Attendant? Read on to know more. Read on to know more. billion in 2020 to USD 6.7

Real Estate 52

Real Estate Hospitality Hospitality Healthcare 52

Beyond Philosophy

AUGUST 1, 2019

We know each other well, so I can tell how she is feeling based on how she sounds in tone and cadence alone. If I can see her, I will also see her facial expression and body language and use that to interpret the emotional environment I have entered. I find it exciting to discuss practical tools and approaches. Let me explain.

Customer Loyalty 149

Customer Loyalty Legal CX Start-ups 149

Fonolo

APRIL 16, 2019

If you’ve had your eyes on the Fonolo blog for the past nine years, you know that in that time we have dedicated ourselves to bringing you news and views of all kinds that impact the customer service and contact center spaces. And so, naturally, I too looked forward to a career in IT. And the experience itself? Refreshing!

Net Promoter Score 108

Net Promoter Score Contact Center NPS Engineering 108

Totango

MAY 17, 2023

When it comes to understanding customer needs, marketing, sales, and CS teams are the experts, so it’s on us to work together to define today’s most valuable growth opportunities. I was also fortunate to lead a conversation on this very topic with our Totango CRO, Dennis Reardon, and Sr. VP of Customer Success at Veriforce, Andy Kearney.

Sales 108

Sales Sports AI Touchpoint 108

Customers That Stick

OCTOBER 2, 2014

Voice-to-voice (phone) requires different listening skills and tone of voice because body language is absent. Kate Nasser, The People Skills Coach™ , is a smart, energizing, experienced speaker, coach, and workshop leader. Kate, what was your first job and what did you learn about customer service in it? This is an easy question.

Government 152

Government Customer Service Customer Experience 152

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. Shep Hyken.

Customer Service 136

Customer Service Contact Center Social Media CX 136

Zendesk

MAY 26, 2021

In this guide, we’ll share how to set your business up for customer service success. The definition of customer service. Customer service is the act of supporting and advocating for customers in their discovery, use, optimization, and troubleshooting of a product or service. The goal of customer service is to foster better customer relationships.

Customer Service 105

Customer Service Social Media Start-ups E-commerce 105

MattsenKumar

SEPTEMBER 21, 2023

The blog post discusses how Speech Analytics is reshaping CX and why it is poised to be a future trend. The fusion of advanced Natural Language Processing (NLP) and Artificial Intelligence (AI) propels this technology to seamlessly transcribe and decipher meaningful understandings from conversations between call center agents and customers.

CX 52

CX Non-Profits Sentiment Analysis Artificial Intelligence 52

Beyond Philosophy

FEBRUARY 22, 2018

Store employees – from the salespeople to the genius bar staff — are trained to read and respond to body language and forge an emotional connection with customers. I’m a great fan of Apple, and not just because I use their products. Because of that connection, Apple claims legions of loyal fans. This is absurd and unnecessary.

Retail 130

Retail Customer Experience 130

Fonolo

JULY 5, 2023

Customer perception has never mattered more. In the age of social media backlash and call-out culture, how your customers feel about your brand is key to your success. Although it’s almost impossible to completely control what people think about your organization, improving customer opinions of your brand is very possible.

Social Media 104

Social Media Sports Customer Satisfaction Net Promoter Score 104

Help Scout

APRIL 29, 2021

Your customer service culture is not what your fancy “Customer Guarantee” promises, and it’s not whatever you say it is in your new employee handbook. For proof, compare this 2014 customer promise from Comcast — “We are committed to providing Comcast customers with a consistently superior customer experience” — to this recording from the same year.

Customer Service 139

Customer Service Sales Start-ups Voice of the Customer 139

Fonolo

AUGUST 18, 2020

Customer perception is tough to measure because it’s usually comprised of both qualitative and subjective data. You can’t just count ‘customer perceptions’ in the same way you can other KPIs; you must be clever about how you do it. In short, there are two ways to find out how customers perceive your business: 1.

Social Media 75

Social Media Net Promoter Score Contact Center Customer Satisfaction 75

SurveySensum

OCTOBER 18, 2023

Well, inh this blog, we will talk about the importance of responding to customer feedback, how to do that it an effective customer feedback platform , and the dos and don’ts of responding to customer feedback. But what is customer feedback and why is it so important? But the question is, what is the right response?

Customer Feedback 52

Customer Feedback Social Media Customer Satisfaction Customer Expectations 52

Execs In The Know

FEBRUARY 16, 2023

Zenarate clients experience clear, tangible benefits that include: 56% Faster Speed to Proficiency 22% Higher Conversion Rates 33% Higher CSAT scores 32% Lower Employee Attrition Take, for example, Western Union – a Zenarate customer who has deployed Zenarate simulation training worldwide in multiple languages.

AI 52

AI Scorecard Contact Center Compliance 52

Callminer

AUGUST 6, 2019

In this guide, we’ll help you make more informed buying decisions by describing the various types of call center software, offering expert tips and guidance for choosing the best software solutions for your needs, as well as best practices for utilizing and implementing your call center software suite. Types of Call Center Software.

Contact Center 140

Contact Center VOC Social Media AI 140

Beyond Philosophy

JANUARY 28, 2019

There are a lot of reasons for it, which I have shared before. However, by adopting a renewed focus on the following five concepts in Customer Experience, you can overcome these challenges, and, perhaps more importantly, stay ahead of the competition. We discussed these five areas in a recent podcast. I have assembled them here for your reference.

CX 139

CX Net Promoter Score AI Artificial Intelligence 139

Callminer

MAY 11, 2020

When employees exhibit disgruntled behavior, it’s concerning for managers. Not only are managers concerned for their employee’s well-being and happiness, but disgruntled employees can contribute to a stressful working environment for the whole team. Anh Trinh is the Managing Editor of GeekWithLaptop. lose it and fight with the customer…”.

Customer Experience Management 273

Customer Experience Management Customer Service Customer Experience Non-Profits 273

Lumoa

JUNE 14, 2023

In this blog post, we’ll answer all these questions and more. You’ve designed your NPS survey and emailed it to all your customers—and the results are in… but not those you were expecting. When it comes to gauging customer sentiment and loyalty, few metrics enjoy such widespread acclaim as the Net Promoter Score (NPS).

NPS 83

NPS Sentiment Analysis Start-ups Net Promoter Score 83

Hodusoft

JUNE 21, 2023

This blog post details everything about call centers starting from different types of call centers, how they work, what call center software is, how it works, and how to set up a call center. Read on and thank us later. What is a call center? Types of call centers How does a call center work?

Omnichannel 52

Omnichannel Start-ups Customer Service Sales 52

1 to 1

JANUARY 18, 2022

This tool is mainly used with touch tone keypad selections or speech recognition to get a call routed to a specific department or specialist. A chatbot is an automated software that simulates a live chat conversation with a user in natural language through messaging applications, websites, mobile apps, or through the phone.

Contact Center 26

Contact Center Text Analytics Customer Satisfaction AI 26

Comm100

APRIL 27, 2020

Agents may receive messages that were initiated by the customer or by an automated proactive invitation and should be very comfortable responding in the right tone and format of their assigned channel – whether live chat, email, SMS, or social media. And the secret tool behind all of this is omnichannel routing. Customer journey.

Omnichannel 59

Omnichannel CRM Customer-Centric Organization Social Media 59

Callminer

APRIL 21, 2020

Call center leadership has a significant impact on performance by setting the tone of the workplace and fostering employee morale. Call center leadership has a significant impact on performance by setting the tone of the workplace and fostering employee morale. The role of a call center manager is complex and challenging.

Gaming 182

Gaming Non-Profits Contact Center Sales 182

Comm100

APRIL 24, 2018

Whether it’s a great book, an enlightening movie or a blog post with a fresh perspective you’d never considered, those moments are at the core of all great learning experiences. I’ve created this blog post to share some customer service training videos I’ve used to create “wow” learning moments. So without further ado, let’s jump in!

Education 49

Education Customer Service Hospitality Hospitality 49

Customer Service Life

DECEMBER 17, 2018

This article was originally published on the FCR blog on November 21, 2018 for Thanksgiving. If we’re smiling, we’re more likely to use positive, upbeat, and helpful language when speaking with customers and that impacts tone both in spoken and written communication. Click here to read the original post. Am I perfect?

Customer Service 60

Customer Service Entertainment Start-ups Contact Center 60

Help Scout

AUGUST 8, 2018

When your company has decided to raise its prices, there are some clear do’s and don’ts that can ensure you’re putting customers first every step of the way. How to raise prices with a spirit of generosity. Business leaders always have to toggle between prioritizing generosity and growth. Don’t fall for it. Underlying analytics.

Invoicing 40

Invoicing E-commerce Start-ups Engineering 40

CX Journey

JANUARY 2, 2015

It appeared on their blog on August 21, 2014. Image courtesy of FORMULa_24 I originally wrote today''s post for Intradiem. If knowing is half the battle, what''s the other half? In the 1980s, there was a G.I. Joe cartoon series for kids that embodied good vs. evil. Each PSA ended with, " Now I know! Each PSA ended with, " Now I know!

CX 61

CX Customer Journey Map Customer Expectations Customer Experience 61

Comm100

APRIL 28, 2016

While the article was rife with criticism towards the iconic company’s training tactics, it’s worth noting that Apple is generally categorized into the upper echelon of excellence in customer service. People love going to the Apple store, and this is in spite of all the criticism the store received before its initial launch.

Customer Service 51

Customer Service Technology Technology Retail 51

CommBox

OCTOBER 18, 2023

In this blog, we’ll dive into this new era and explore how embracing Generative AI can benefit customer service and support teams, and why it’s a crucial tool for staying ahead in the competitive landscape. But first, let’s understand the core differences between Conversational AI and Generative AI.

AI 98

AI Customer Service Artificial Intelligence Omnichannel 98

Help Scout

OCTOBER 30, 2018

If building an amazing team is critical to a company’s success, why is the bar so low for recruiting and hiring? Plenty of us have received at least one horrible cold outreach email from a recruiter that’s made us lol, or applied to a position only to never hear from the company. Or HR, if that’s your fancy.). 6 tips for recruiting like a human.

Engineering 40

Engineering Start-ups Close the Loop Gaming 40

Comm100

AUGUST 11, 2016

The following list will provide you with 20 skills that customer service operators need to strengthen support across channels. Customer demands can change from one minute to the next, leaving you blindsided and scrambling for solutions. Priority Management. “If you have more than three priorities, then you have none.” Negotiation Skills.

Customer Service 43

Customer Service Start-ups Gaming Manufacturing 43

Beyond Philosophy

SEPTEMBER 15, 2022

Some started knitting or scrapbooking. Some of you binge-watched all of Netflix. Some of you read books. One of the things we did on the Beyond Philosophy team was look at data. What we discovered became a book, and we had the author on as a guest in a recent podcast. So I thought I would share what he said here with you. However, Dobrev did.

Gaming 15

Gaming Customer Journey Map Finance Healthcare 15