Fonolo

NOVEMBER 20, 2018

There is no question that customer service is changing quickly. From website FAQs, to live chat options, to social media platforms, there are an increasing amount of channels which consumers can use to reach out for help. And, call centers tend to be one of the most-used customer service channels , second only to FAQs.

Customer Service 86

Customer Service Contact Center Social Media Engineering 86

Fonolo

JANUARY 14, 2020

Which customer service blog posts helped to shape the last decade for you? . When we look back at the customer support industry in 2010, we see a very different beast to the one we work in today. 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

JANUARY 31, 2024

According to Sprout Social’s 2023 State of Social Media: AI & Data Take Center Stage report, 94% of business leaders express confidence in integrating AI into their operations. Similarly, AI assists in my DJ hobby, creating engaging social media content and visually appealing album covers, which increases my online presence.

AI 52

AI Artificial Intelligence Social Media CX 52

Fonolo

NOVEMBER 9, 2017

When these things happen, call centers must be prepared to address customer needs in a timely and courteous way, despite the challenging situation. News of poor customer service reaches more than twice as many ears as praise for good service, so reducing the number of negative interactions is integral to a brand’s reputation.

Social Media 59

Social Media Customer Service Contact Center Education 59

MattsenKumar

JUNE 9, 2021

The e-commerce industry is incessantly evolving; today, players are improving and customizing their businesses to meet customers where they are. E-commerce customer service practices are ever-evolving; often led by new technologies, these trends keep changing year after year. Explained: Customer Service in E-commerce.

E-commerce 52

E-commerce Customer Service Social Media Omnichannel 52

Fonolo

NOVEMBER 15, 2017

The customer service profession is known for high turnover rates and agent burnout, however, some professionals greatly excel in this line of work, and show tremendous aptitude for delivering excellent customer care. Patience is a sure-fire sign of someone well-equipped for the customer service profession.

Customer Service 100

Customer Service Contact Center Social Media Education 100

Logicalware

MARCH 21, 2024

It’s a conference all about taking CX to new heights by utilising AI technologies and innovative CX solutions, empowering contact centre agents, and transforming your contact centre strategies. Discover how AI can enhance the agent experience, providing them with the resources they need to deliver exceptional customer service.

CX 52

CX AI Social Media Innovation 52

Fonolo

NOVEMBER 22, 2018

This has profound implications for the world of customer service as companies are increasingly focused on providing omni-channel support. Learn about the battle for the future of customer service. We’ll talk about: Impact of Messages on Customer Service. VPs & Directors of Customer Service.

Customer Service 57

Customer Service Contact Center Social Media Engineering 57

Fonolo

NOVEMBER 1, 2018

then it can deliver great customer service and build a lasting and loyal customer base. However, sectors that deal with sensitive customer information (such as government, healthcare, or finance) are wary of making Facebook, Apple or Google a messaging pathway for their users. Impact of Messages on Customer Service.

Customer Service 69

Customer Service Contact Center B2C Social Media 69

Fonolo

NOVEMBER 27, 2018

Good customer service is crucial to the success of any business. Now imagine that your hands are tied in a million different ways and you’re unable to resolve the bulk of the customer complaints that are on the rise. This is why empowering a customer service team can be key to the overall success of any company.

Customer Service 57

Customer Service Contact Center Engineering Hospitality 57

Fonolo

JUNE 12, 2019

According to an Accenture study , consumers’ top two complaints were: Having to contact customer service multiple times; and. Who should register: VPs & Directors of Customer Service. VPs & Directors of Web/Social Media. VPs & Directors of Customer Experience. The problem with this?

Contact Center 99

Contact Center Social Media Customer Satisfaction Education 99

Fonolo

OCTOBER 30, 2018

If a company implements a strong SMS communication strategy and follows some rules (seeking permission prior to texting, providing an easy opt-out, responding promptly), then it can deliver great customer service and build lasting and loyal customer base. Impact of Messages on Customer Service. We’ll talk about.

Customer Service 52

Customer Service Contact Center Engineering B2C 52

Fonolo

JANUARY 23, 2018

If the wait is longer than a few minutes, callers will complain to your agents (leading to longer handle times) and they will vent on social media (see onholdwith.com). Who should attend: VPs & Directors of Customer Service. VPs & Directors of Web/Social Media. VPs & Directors of Contact Centers.

Social Media 141

Social Media Contact Center NPS Customer Satisfaction 141

Hodusoft

MARCH 13, 2024

Web chat, social media, email, text messages, instant messages, video calls, and more. BPO centers excel in providing support across various communication channels, including phone, email, chat, and social media. Sophisticated communication tools are extremely important to provide the best services.

Contact Center 52

Contact Center Compliance Social Media AI 52

Fonolo

OCTOBER 24, 2019

According to an Accenture study , consumers’ top two complaints were: Having to contact customer service multiple times; and. Who should watch: VPs & Directors of Customer Service. VPs & Directors of Web/Social Media. VPs & Directors of Customer Experience. The problem with this?

Contact Center 75

Contact Center Social Media Customer Satisfaction Education 75

Helpt

FEBRUARY 14, 2024

Imagine Ugg & Ogg's Rock Innovations, a fictional Stone Age startup. This data comes from various sources, including social media, transaction records, and IoT devices, offering a goldmine of insights for those who can harness it. It's a forward-looking approach, making educated guesses based on historical data.

Machine Learning 52

Machine Learning Social Media Data Mining Artificial Intelligence 52

Comm100

MARCH 9, 2022

Through a combination of innovative services and new technology, you’ll learn how credit unions can improve member experience with current and future members, as well their customer service reps too. In this blog, we’ll take a look at the top strategies that credit unions can employ to improve member experience.

Omnichannel 74

Omnichannel Social Media Start-ups Innovation 74

Fonolo

JANUARY 16, 2019

Finally, new customer service channels mean that companies are looking for their agents to have broader skill sets. VPs & Directors of Customer Service. VPs & Directors of Web/Social Media. VPs & Directors of Customer Experience. Director of Customer Experience. Plus so Much More!

Contact Center 85

Contact Center Social Media AI Education 85

Fonolo

MARCH 7, 2019

Anyone who works in the customer service arena has witnessed an explosion in the hype surrounding artificial intelligence (AI) and natural language processing (NLP). Popular AI tools like chatbots use NLP (or, the ability to understand human language) to interact with customers on a more sophisticated level than the IVRs of old.

Artificial Intelligence 62

Artificial Intelligence AI Contact Center Social Media 62

Fonolo

NOVEMBER 23, 2017

47% of consumers aged 18-34 have used social media to complain about a brand’s customer service and 52% have used it to ask a customer service question. Google Hangout: How to Deliver Great Customer Service in a Crisis. We’ll talk about: Social Media for Crisis Management.

Social Media 86

Social Media Contact Center Gaming Customer Service 86

Fonolo

MARCH 25, 2019

This is also evident in the customer service space, where interest in popular AI tools (like chatbots) has grown. It’s clear that the way businesses communicate with their customers is changing, so it makes sense that, in order to adapt, forward-thinking companies are embracing cloud and AI-powered technologies. The Panelists.

AI 70

AI Artificial Intelligence Contact Center Machine Learning 70

Uplifting Service

MARCH 17, 2020

Airlines have shifted from the language of inspirational experience — promoting pampered luxury — to a service language of education about enhanced cleaning and disinfection measures used for your protection. But where can you empower teams now to help you innovate and succeed?

Social Media 83

Social Media Government Innovation Gaming 83

Fonolo

JUNE 6, 2019

Anyone who works in the customer service arena has witnessed an explosion in the hype surrounding artificial intelligence (AI) and natural language processing (NLP). Popular AI tools like chatbots use NLP (or, the ability to understand human language) to interact with customers on a more sophisticated level than the IVRs of old.

Artificial Intelligence 52

Artificial Intelligence AI Contact Center Social Media 52

SurveySensum

JULY 19, 2023

This statistic emphasizes the critical role that retail customer experience plays in customer loyalty, brand advocacy, and business growth. Why not ask the brands that are winning at retail customer experience? Organize Engaging In-store Events Some retailers organize special events to enhance the customer experience.

Retail 40

Retail Customer Experience Social Media Customer Feedback 40

Lumoa

AUGUST 23, 2021

In any case, customer experience used to be the largest way to differentiate your brand among the turbulent sea of competition. Since the pandemic began, however, the challenge has evolved into not just standing out, but instead to effectively pivot, innovate and transform your business. What does that mean?

Customer Experience 94

Customer Experience Social Media CX Customer Retention 94

Comm100

FEBRUARY 6, 2023

To humanize your digital customer experience, you need to map your client’s journey. Customers typically engage with your brand on different touchpoints. Some will want their issues addressed on other channels, from chatbots, social media, voice calls, or video calls.

Customer Experience 80

Customer Experience Omnichannel Social Media Touchpoint 80

Fonolo

JANUARY 4, 2018

Who should attend: VPs & Directors of Customer Service. VPs & Directors of Web/Social Media. VPs & Directors of Customer Experience. As a leader, innovator, and thought leader, Shai Berger is on a clear mission to educate the call center industry on how to improve the customer experience.

Contact Center 59

Contact Center Social Media Education Innovation 59

Experience Investigators

FEBRUARY 1, 2022

If there’s no feedback gathered then they might be badmouthing the brand on other channels like social media. . Technically, you can ignore all of that and you STILL provide customer experiences. What happens on the inside of the organization is Customer Experience Management (CXM). . Crazy, right? .

Customer Experience 136

Customer Experience CXM Net Promoter Score Customer Experience Management 136

Fonolo

MAY 2, 2019

After the grounding of all Boeing 737 Max 8 aircraft, calls to Air Canada’s customer service prompted a recording that said call volume had “temporarily exceeded the company’s capacity to answer or even place callers on hold.” Who should register: VPs & Directors of Customer Service.

Social Media 57

Social Media Contact Center Customer Satisfaction Education 57

Fonolo

OCTOBER 3, 2019

After the grounding of all Boeing 737 Max 8 aircraft, calls to Air Canada’s customer service prompted a recording that said call volume had “temporarily exceeded the company’s capacity to answer or even place callers on hold.” Who should watch: VPs & Directors of Customer Service.

Contact Center 52

Contact Center Social Media Customer Satisfaction Education 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

Fonolo

JUNE 13, 2018

Who should attend: VPs & Directors of Customer Service. VPs & Directors of Web/Social Media. VPs & Directors of Customer Experience. As an innovator in the space, Shai is on a clear mission to educate the call center industry on how to improve the customer experience.

Social Media 64

Social Media Compliance Contact Center Customer Satisfaction 64

Fonolo

JANUARY 24, 2019

Secondly, in recent years there has been a growth in “reshoring”: Call centers are returning to North America, a trend driven by several factors including low wage inflation and an increased focus on customer experience. VPs & Directors of Customer Service. VPs & Directors of Web/Social Media.

Artificial Intelligence 62

Artificial Intelligence Contact Center Social Media Education 62

Steven Van Belleghem

JANUARY 22, 2020

Simon is now a sought-after international speaker and his book “We First: How Brands and Consumers Use Social Media to Build a Better World” is a New York Times, Wall Street Journal, and Amazon bestseller. Robert Spector is one of America’s leading experts on customer experience and employee experience. Tony Hsieh. Jeanne Bliss.

Customer Experience 52

Customer Experience Social Media Innovation Start-ups 52

Fonolo

JANUARY 10, 2018

Who should attend: VPs & Directors of Customer Service. VPs & Directors of Web/Social Media. VPs & Directors of Customer Experience. As a leader, innovator, and thought leader, Shai Berger is on a clear mission to educate the call center industry on how to improve the customer experience.

Contact Center 57

Contact Center Social Media Education Customer Expectations 57

Fonolo

NOVEMBER 21, 2017

Google Hangout: How to Deliver Great Customer Service in a Crisis. Join our panel discussion on Thursday, November 30 th at 2:00 PM ET / 11:00 AM PT to hear our experts discuss the proper techniques for handling customers in crisis situations. We’ll talk about: Social Media for Crisis Management. Plus So Much More!

Contact Center 64

Contact Center Social Media Voice of the Employee Education 64

Fonolo

APRIL 17, 2019

It’s a real-time aggregator of Twitter public outcries from customers being put on hold, and it reveals Air Canada’s less than shiny reputation for customer service at their contact centers. I was on hold with customer service for over an hour just on a regular day for a flight check months ago! Plus, so much more!

Transportation 78

Transportation Contact Center Social Media Innovation 78