Intercom

NOVEMBER 29, 2023

The rules of customer support are being totally rewritten, and anyone who thought “this whole AI thing” would eventually blow over is updating their predictions. But what does your team need to do to embrace the all-powerful combination of human and AI-powered support? Have other support leaders recommended a particular tool?

Customer Service 89

Customer Service AI Start-ups Innovation 89

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. Teach customers the right language to use.

Sentiment Analysis 91

Sentiment Analysis AI Sales Customer Service 91

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

Execs In The Know

MARCH 24, 2023

With the advent of Open AI’s ChatGPT, eCommerce brands have gotten a taste of generative AI. The promise of such technology is generating a lot of optimism about where it can take eCommerce — but will AI let personalization remain a key component of the customer experience ?

Customer Experience 52

Customer Experience AI Technology Technology 52

Intercom

JANUARY 11, 2024

A profound transformation is underway in customer service. Beyond the buzz of AI and having to manage teams through organizational restructuring and the evolving notion of support, CX leaders are also facing increasing customer expectations, dealing with the complexities of layoffs, and the ubiquitous task of doing more with less.

Customer Service 86

Customer Service CX AI Start-ups 86

Fonolo

OCTOBER 5, 2023

You wouldn’t be the first customer service professional to ask themselves if a chatbot is really any different than an IVR. Which brings us to another uncomfortable question. We’ll also talk about how to make your chatbot better, and we’ll consider whether you might be expecting too much from your ‘bot. So, let’s dive in!

Artificial Intelligence 57

Artificial Intelligence Machine Learning Contact Center AI 57

Uniphore

DECEMBER 7, 2021

customer service to adapt. Supply chain issues: While supply chain delays are out of retailers' hands, CX leaders can also use supply chain disruption as a chance to nurture relationships with existing customers. Think logical alternatives to delayed products, well-planned communication and better in-store experiences.

Retail 130

Retail CX Omnichannel Artificial Intelligence 130

Comm100

MARCH 21, 2023

Organizations need to take every advantage they can get, and providing excellent customer service has become one of these key differentiators. 99% of customers believe that companies need to improve their service and support and there’s plenty of scope to do so.

Customer Service 69

Customer Service Omnichannel Customer Satisfaction Social Media 69

CSAT.AI

MAY 3, 2023

Today we’re following up on our improper ticket closing blog. 1) Assembly Line Service When the customer’s issue is assigned a number sometimes the customer themselves is left behind. Useful communication is a key issue in this scenario. Even better would be giving them an idea of when to expect a response.

CX 77

CX Sentiment Analysis AI Customer Relationship 77

ECXO

MARCH 24, 2024

1710668672319 AI in Customer Experience – should I stay, or should I go? Everyone is talking about Artificial Intelligence (AI) and how it has emerged as one of the most significant technological innovations in recent years, revolutionizing various industries and opening up a world of new possibilities.

AI 52

AI Customer Experience Social Media Machine Learning 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. Guest blog post written by Laivly.

Contact Center 98

Contact Center Machine Learning Artificial Intelligence Customer Satisfaction 98

Logicalware

AUGUST 9, 2023

For the last few years, AI has been a hot topic, no matter your industry or business goals. And it’s no wonder, considering that clever AI deployment can help organisations power intelligent customer experiences, automation and optimisation, revolutionising their ability to deliver timely and relevant customer experiences.

Innovation 52

Innovation AI Customer Experience Case Management 52

Callminer

DECEMBER 17, 2019

As industrial and economic globalization trends continue to develop in the world’s present market, the use of outsourced talent to accomplish a wide variety of tasks ranging from the rote and repeatable to the complex and mission-critical grows ever more ubiquitous. Better Agent Performance. Call Center Workforce Statistics.

Contact Center 207

Contact Center Finance AI Innovation 207

UJET

DECEMBER 2, 2020

The title of this blog post is an important question that many executives are asking. In the past 50 years, the underlying technology powering voice self-service solutions has been transformed but, unfortunately, many of the uses of these solutions have not. Let’s be real. But now the world is very different.

Artificial Intelligence 72

Artificial Intelligence Contact Center Machine Learning Technology 72

Execs In The Know

OCTOBER 9, 2022

Are artificial intelligence (AI) and machine learning (ML) buzzwords or a practical reality for your contact center? It’s another to know where or how to start putting them to use. Here are three ways we’ve seen organizations realizing real results with an AI-powered contact center. Capture customer sentiment and learn from it.

ML 59

ML AI Contact Center Customer Experience 59

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

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

MattsenKumar

JULY 31, 2023

10 Ways to Deliver a Customer-Centric Experience in FinTech- In this blog post, we explore practical tips and strategies to help businesses deliver a genuinely customer-centric experience in FinTech that drives loyalty and growth. This information can be used to optimize call center operations and provide a better customer experience.

Social Media 52

Social Media Customer Feedback Customer Satisfaction Customer Relationship Management 52

Hodusoft

JULY 19, 2023

In-Depth Guide: Inbound Call Center Software Inbound call center software is an essential tool for delivering optimal customer service. In this blog, we will explore everything related to inbound call center software. It is designed to help businesses in efficient management and handling of large volumes of incoming customer calls.

CRM 98

CRM Customer Satisfaction Compliance Artificial Intelligence 98

Hodusoft

OCTOBER 19, 2023

BPOs offer a comprehensive range of services, including but not limited to customer support and sales. As per a report , the customer care BPO market is estimated to rise from US$22,598.82 million in 2022 to US$34, 570.73 Using this strategy, high-priority customers or critical issues can be directed to the priority queue.

Contact Center 52

Contact Center Predictive Analytics Non-Profits Customer Satisfaction 52

Beyond Philosophy

AUGUST 17, 2023

Time Well Saved Another critical idea here is that services are often time well saved. He sees organizations that provide services are doing things for customers so they can do something else. Moreover, Pine says they are paying you to do it better than they could themselves. Plus, you lose human interaction.

Hospitality 78

Hospitality Hospitality AI Technology 78

Zendesk

AUGUST 16, 2023

Businesses are rethinking how they get things done thanks to advances in generative artificial intelligence (AI). Content creators, coders, and many others can use AI to improve their work quality and productivity. Read on to learn when you should use each service. What are ChatGPT and Google Bard?

AI 52

AI Artificial Intelligence Engineering Machine Learning 52

Comm100

FEBRUARY 6, 2023

According to research compiled by CXINDEX , 86% of customers are willing to pay extra for a better customer experience, and 64% will recommend your brand if you offer an amazing experience. It requires that you digitize your banking services to be convenient, easy to use, personalized, and secure. A good CX is customer-centered.

Customer Experience 80

Customer Experience Omnichannel Social Media Touchpoint 80

Sprinklr

SEPTEMBER 16, 2021

It’s important to understand the differences between the two and how to use both to build your brand monitoring strategy. It’s seeing all aspects of your brand across a multitude of social channels including handles, nicknames, hashtags, and logos as well as online news, blogs, forums, and even traditional sources.

Social Listening 87

Social Listening Social Media CXM AI 87

TeamSupport

APRIL 27, 2021

It’s not just the tech industry that has felt its impact, but also pretty much any other industry thanks to the versatility that is so characteristic of AI. Likewise, the B2B sector has also been affected by the spread of AI and its common usage by business owners and marketers alike. Better Online Customer Experience.

B2B 64

B2B Artificial Intelligence AI Social Media 64

UJET

DECEMBER 2, 2020

The title of this blog post is an important question that many executives are asking. In the past 50 years, the underlying technology powering voice self-service solutions has been transformed but, unfortunately, many of the uses of these solutions have not. Let’s be real. But now the world is very different.

Artificial Intelligence 56

Artificial Intelligence Contact Center Machine Learning Technology 56

CSAT.AI

OCTOBER 13, 2020

Machine learning based tech is becoming more sophisticated with virtual influencers , robot assistants , AI making appointments by phone. Acceleration of AI adoption Post-COVID. Interactions LLC conducted customer surveys in 2020 that revealed general support for AI and robotics. Best Uses of AI in Customer Service and CX.

AI 52

AI Machine Learning Customer Service Artificial Intelligence 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. The title of last week’s post was “AI is Not Reducing Call Center Agent Employment”. Why it Matters.

AI 89

AI Customer Service Contact Center Artificial Intelligence 89

Fonolo

JULY 19, 2018

The headlines were cranked up to eleven: “Google’s Duplex AI could kill the call center.”. The demand for real-time human-assisted help – whether by voice or text – is not primarily a result of insufficient self-service tools. There are already many ways for companies to offer self-serve interactions to their customers.

Contact Center 72

Contact Center AI Technology Technology 72

CSAT.AI

MARCH 15, 2023

In this blog post, we will discuss what makes Generation X customers different and why they are so important for businesses (with a musical soundtrack to guide the way to the MTV generation!). These latchkey kids-turned-adults tend to be independent, resourceful, and self-reliant. But they still use catalogs and see regular ads on TV.

Sentiment Analysis 99

Sentiment Analysis Gaming Technology Technology 99

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. Zenarate AI Coach simulation training is key to helping us achieve that goal.” days to 2 hours.

AI 52

AI Scorecard Contact Center Compliance 52

Callminer

AUGUST 6, 2019

Predictive Dialer: An automated calling system, typically used for sales. Service is a big part. “As As you will certainly know, customer service is critical – but you need to ensure that your call center software has the best customer service ever. The easier it is to implement, the better.

Contact Center 140

Contact Center VOC Social Media AI 140

VOZIQ

MAY 21, 2023

Customer churn is due to several factors, such as poor customer service, ineffective marketing strategies, and stiff competition. Poor customer service Poor customer service is one of the most common reasons for high customer churn. Customers are more likely to switch to competitors if they receive subpar customer service.

Social Media 40

Social Media Customer Retention Customer Expectations Customer Relationship Management 40

Lumoa

JANUARY 9, 2018

Some hints: big data, omnichannel, personalisation, AI and organizational culture. Read the full answers: Ian Golding, CCXP, CX Consultant and Trainer @ijgolding | blog “CX is at a very interesting point in its evolution. ChipRBell | blog “We will continue to struggle with the proper balance between technology and people.

CX 141

CX Customer Experience Artificial Intelligence Omnichannel 141

SurveySensum

SEPTEMBER 5, 2023

If not then imagine you found a SaaS product that is super easy to use and integrate. You will continue using it, right? Dive into this blog to explore 11 actionable insights and uncover the full potential. It matters because it’s not just about making your SaaS product better; it’s about making your brand stand out.

Actionable Insights 52

Actionable Insights Customer Experience NPS Net Promoter Score 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. We can’t say it caught us by surprise. Only by shipping new features quickly can we get proper feedback, learn from it, and iterate again and again to better serve our customers. Short on time?

Customer Service 64

Customer Service AI Machine Learning Technology 64

UJET

DECEMBER 17, 2019

According to Gartner ’s 2019 Strategic Roadmap for Customer Service and Support Technologies (May 2019), “an organization’s CSS technology stack is often composed of disparate overlapping systems, leaving both customers and employees with a disjointed experience.”

Customer Service 74

Customer Service Artificial Intelligence Technology Technology 74