Fonolo

DECEMBER 15, 2022

But the question is: what does that next level look like for your business? It’s up to you to set those standards and provide the right support and motivation for your call center team to achieve them. Improve the Customer Journey. Improve the Customer Journey. How to Use Customer Profiles to Improve Call Center Training.

Contact Center 138

Contact Center Mystery Shopper Technology Technology 138

Beyond Philosophy

APRIL 11, 2024

Listen to the podcast: One of the things I talk about a lot with clients is customer emotions. The reason I do is because over half of any experience is highly influenced by customer emotions, which, among other things, motivate customers to act. It’s our job to determine what it is. Both are fair questions.

Sales 78

Sales Customer Experience 78

Uniphore

JUNE 22, 2021

You listen to your customers on social media. Do you listen to your customer service employees? We did…You’d be amazed at what we found, or will you? So, put down that annual voice of the employee survey and get ready for unreal insights gleaned straight from the rants of real call center agents.

Social Media 219

Social Media Contact Center Actionable Insights Entertainment 219

Inside Customer Service

MARCH 2, 2023

This blog is a participant in the Amazon Services LLC Associates Program, an affiliate advertising program designed to provide a means to earn fees by linking to Amazon.com and affiliated sites. Participants were first asked to complete a burnout self-assessment provided by MindTools. Is burnout gripping your contact center?

Contact Center 213

Contact Center Start-ups Customer Service 213

Fonolo

JANUARY 17, 2023

If there’s one thing managers need to understand about digital transformation, it’s how artificial intelligence is changing CX in the contact center. Along with huge cost savings, AI will be a tremendous boon to customers longing for better self-service, and agents who need relief from repetitive taskwork.

Artificial Intelligence 154

Artificial Intelligence Contact Center CX Machine Learning 154

Intercom, Inc.

MAY 18, 2021

Self-belief isn’t optional. Believing that customers who try it will see better results. But as you grow and mature, and as your target customers grow from early adopters to more discerning buyers, it’s simply not enough for you to say it. There have been irreversible changes in how the world does business.

Customer Retention 210

Customer Retention Business Growth Customer Satisfaction Technology 210

Intercom, Inc.

DECEMBER 8, 2020

Modern customers expect quick, personal, and effective service. To provide this, you must understand how your customer experience stacks up against these expectations. But with so much data to consider, how can you define the help desk metrics that matter for your team? What are help desk metrics?

Customer Satisfaction 211

Customer Satisfaction Customer Expectations Machine Learning Start-ups 211

Fonolo

NOVEMBER 8, 2022

Without the right preparation, even the most established operations can find themselves struggling with call demand, and trying to stay afloat when faced with an onslaught of customer queries. We’ve compiled a comprehensive list to get you started – read on to learn more! Understand Customer Behavior.

Contact Center 156

Contact Center Start-ups Technology Technology 156

CommBox

JANUARY 18, 2024

Things we knew in 2023: Leveraging AI greatly increases the operational efficiency of your business – impacting everything from customer satisfaction to cost savings. Ask yourself the basic questions like what existing procedures and processes are in place that need improvement? The challenge in 2024?

AI 98

AI Unstructured Data Engineering CRM 98

Intercom, Inc.

NOVEMBER 18, 2020

That’s an incredible statistic – but how can these benefits be realized? With customer expectations and conversation volumes on the rise, businesses need a way to effectively deliver on-demand, personal support while maintaining customer satisfaction. Understanding the automation opportunity.

Customer Satisfaction 223

Customer Satisfaction B2C Healthcare Customer Expectations 223

Beyond Philosophy

MARCH 7, 2024

Listen to the podcast: You have a hidden impact on your return on investment for your customer experience management programs. This hidden impact kicks in between a given moment in your customer process and the customer behavior that results from it. She asked the right blokes about this one.

Construction 78

Construction Finance Customer Experience Management Retail 78

Fonolo

OCTOBER 26, 2022

When you think of improving your call center motivation, do you dream of near-perfect customer satisfaction scores ? Impeccable customer service and experience? To get a real sense of how things are going, don’t just look at your customers; look at your agents. Everything goes downhill.

Contact Center 142

Contact Center Education Start-ups Customer Satisfaction 142

TeamSupport

JULY 25, 2023

As a customer support leader, you know how important it is for your customers to be serviced in a timely manner. So, your company invests in the training needed to ensure your agents know the product and can help the customer use it. The agent starts by answering a customer’s inquiry via chat.

Customer Satisfaction 98

Customer Satisfaction Start-ups Customer Service Customer Expectations 98

Intercom, Inc.

FEBRUARY 9, 2021

It’s no secret that when it comes to support, customer expectations are higher than ever before – but how are support leaders and teams adapting to these increased demands? Nearly two-thirds (58%) would sever their relationship with a business due to poor customer service. And if their support expectations aren’t met?

Customer Expectations 222

Customer Expectations Touchpoint Start-ups Customer Satisfaction 222

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

TeamSupport

SEPTEMBER 8, 2022

If the guitar metaphor isn’t working for you, this is exactly what it can be like for customers when you don’t offer self-service options. Self-service is the DIY of the digital epoch. 75% of customers believe it’s important for brands to offer a full self-service option.

B2B 98

B2B Start-ups Customer Service Customer Experience 98

Execs In The Know

FEBRUARY 29, 2024

And if customer experience (CX) transformation is your odyssey, it would serve you well to remember that the journey, if not carefully navigated, can be fraught with tunnel-visioned Cyclops, time-eating Lotus Eaters, and the seductive Siren calls of newly hyped technologies. Today, staying “current” and on course can feel overwhelming.

CX Transformation 99

CX Transformation CX VOE AI 99

Intercom, Inc.

DECEMBER 21, 2021

“We have accelerated through many years of progress as if we’re living in a time-lapse” Business is increasingly conducted online, and customer communications are undergoing a massive transformation as customer expectations change. . We hit a huge milestone as our ARR grew well past $200M.

Innovation 196

Innovation Engineering Entertainment Start-ups 196

Intercom, Inc.

JUNE 14, 2022

These tiers are organized strategically to ensure that the appropriate actions can be taken efficiently and effectively to resolve any customer challenges or concerns. What does a tiered support model look like in practice? Tier 1: Tier 1 involves basic help desk and service desk assistance to simple or routine queries.

Engineering 118

Engineering Customer Service Customer Experience 118

Fonolo

FEBRUARY 14, 2023

Call centers have always relied on different forms of automation to provide swift service to their clientele. As technology gets smarter and more intuitive, so does the contact center that benefits from it. But how do you know which solutions are best for your operation? Still unsure where to go from here?

Contact Center 142

Contact Center Omnichannel CRM Sentiment Analysis 142

ClearAction

MAY 25, 2023

Growth via Massive Customer Experience Savings Lynn Hunsaker Customer experience savings are NOT about automation or slashing value to customers! Your enterprise goals are to continually increase value to investors, so by definition, you must continually increase value to customers. How do you get that?

Customer Experience 118

Customer Experience CX Sales 118

Intercom, Inc.

AUGUST 18, 2022

There’s project management, mentorship and teaching, decision-making, relationship-building, and the value you bring to the company is no longer measured by the quality of the lines of your code but rather by driving the engineering org forward. How would she provide the right technical direction for the company?

Engineering 204

Engineering Start-ups Machine Learning Education 204

Intercom, Inc.

NOVEMBER 18, 2020

But while the “e” may be silent for customers – who understandably want a consistent, personalized shopping experience regardless of whether they’re buying online or in-store – it still rings out loud and clear for the businesses who need to ensure they have the right tools to deliver that unified, excellent experience across multiple channels.

Retail 239

Retail E-commerce Innovation Customer Expectations 239

Fonolo

JUNE 22, 2023

Visual IVR – now known as Fonolo’s Web Call-Backs – was one of the first self-service technologies to have a hugely positive impact on the customer experience. What is Visual IVR? The original interactive voice response system (IVR) might be better known to customers as a phone menu. So, we understand IVRs.

Contact Center 91

Contact Center Technology Technology Customer Satisfaction 91

Hodusoft

JULY 19, 2023

In-Depth Guide: Inbound Call Center Software Inbound call center software is an essential tool for delivering optimal customer service. 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

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?

Customer Service 89

Customer Service AI Start-ups Innovation 89

Help Scout

JUNE 8, 2021

Artificial intelligence (AI) shows incredible promise in 2021, but the experience of interacting with an AI chatbot is more like talking to a distracted toddler than it is to Tony Stark’s Jarvis. Still, using AI chatbots for customer service makes plenty of sense. A chatbot could do that before your team even gets notified.

AI 144

AI Machine Learning Artificial Intelligence Technology 144

Intercom, Inc.

DECEMBER 14, 2022

Through it all, we’ve focused on building delightful features for our customers – and today, we’re focusing on something a little more positive with our roundup of the biggest and best of what we’ve built for you this year. Below are the highlights of what we’ve built for you in 2022, but there’s so much more to see.

Customer Satisfaction 104

Customer Satisfaction Customer Feedback Gaming Customer Service 104

Fonolo

AUGUST 29, 2018

This is especially true for those of us involved in the cacophony of contact centers; we are essentially the appointed, trusted ‘brand listeners’ who hear many, many voices on a given day, including those of both customers and colleagues. Sheri Greenhaus – Managing Partner CRMXchange. We are all customers for something.

Contact Center 271

Contact Center Non-Profits Technology Technology 271

Fonolo

JANUARY 31, 2023

Instead, it’s helpful to think of it as regular part of your workforce management. What is Call Center Training? Yes, training agents to use the phones and customer management systems is important, but agents must also learn and practice ‘soft-skills’ like empathy and active listening every day.

Contact Center 141

Contact Center Gaming Start-ups Customer Service 141

Shep Hyken

APRIL 13, 2022

Anyone who finds what they love to do at work, either through a passion, hobby, interest, a random job they end up loving, or some defining moment is lucky. Just out of college I started my career as a customer service expert. Just out of college I started my career as a customer service expert.

Customer Service 119

Customer Service Start-ups Customer Experience 119

Customer Service Life

DECEMBER 4, 2023

Image by Gerd Altmann from Pixabay Nothing can derail a perfect day in the contact center like a public comment from a customer calling your company out for a feature or service that you lack or something you failed to do. Here’s what the customer said: Having a customer service number to contact you would be nice.

Contact Center 100

Contact Center Customer Service Customer Experience 100

Beyond Philosophy

AUGUST 11, 2022

Many of my followers weighed in with their own experiences that tell a truth that is hard to swallow, the world has changed for good, but it’s not good for customers. Mandy Morgan wrote in with a litany of comments that support how I feel. Mandy is right. Mandy is right. Sure, it happens, I thought. .”

Net Promoter Score 146

Net Promoter Score Gaming Customer Expectations Customer Service 146

Fonolo

MARCH 14, 2023

We’ve all heard about the human touch and how important it is in the CX and call center spaces. Your customers want thoughtful and empathetic service, and that’s not something you can get from technology alone. So how do you retain the best-skilled agents for your business? Contact center work is challenging.

Contact Center 95

Contact Center Artificial Intelligence AI Technology 95

Zendesk

MARCH 1, 2022

They just want to use the application and get to do the thing that they came in to do…If we can take the edge off of that process and make it even quicker, I think we’ve won in that world.” Jared Loman, VP of Customer Experience at Kajabi. Get creative with self-service tools.

CX 98

CX ML Machine Learning Artificial Intelligence 98

Fonolo

MARCH 9, 2023

CCMC’s Customer Rage Study is a fascinating look at CX, designed to help customer service pros identify pain points and reduce customer complaints in the contact center. If you guessed there are more complaints than ever, you’re right. If you guessed there are more complaints than ever, you’re right.

Contact Center 87

Contact Center Omnichannel Sentiment Analysis Customer Satisfaction 87

Beyond Philosophy

NOVEMBER 24, 2022

Customer strategy results in some interesting questions. Recently, Claire Hillman, a listener (and viewer of our new YouTube channel ) asked us one she has been mulling in her strategic planning: Should I move to where my customers are or move them to where I want to be? It’s an interesting question.

Retail 78

Retail CX Technology Technology 78