Inside Customer Service

JUNE 17, 2021

These questions came up a lot while I was doing research for The Service Culture Handbook and The Guaranteed Customer Experience. Here's an explanation of the three concepts along how other statements fit in, like your customer service vision or brand promise. They should help guide each employees’ daily work and decision-making.

Transportation 148

Transportation Legal Customer Service Technology 148

Fonolo

JANUARY 6, 2022

As the lifeforce of your call center, your customer should always come first—that includes keeping them safe from cybercriminals who are on the hunt for customer data. We’ve put together a detailed guide to help you get started! Call centers are at a higher risk of facing data breaches in the wake of COVID-19.

Contact Center 81

Contact Center Start-ups Finance Healthcare 81

Fonolo

FEBRUARY 23, 2022

For contact center management, ensuring the safety of customers, call center agents, and all other employees should always be a top priority. A Complete Guide to Call Center Security. It takes time to learn your company’s security strengths and weaknesses and the best methods of protection against the threats contact centers face.

Contact Center 87

Contact Center Scorecard Compliance Technology 87

Intercom, Inc.

DECEMBER 6, 2022

My team is focused on building and aligning various channels of communication between customers and end users to enable faster resolution – mediums like messaging, email, video/voice, and social channels. Supporting the exchange of PDF documents on WhatsApp to save customers from having to switch channels to share necessary information.

Artificial Intelligence 129

Artificial Intelligence Customer Satisfaction Machine Learning Omnichannel 129

Fonolo

SEPTEMBER 28, 2022

Every call center knows customer feedback is precious. That’s why we invest staff, time, and technology budgets into call center software and organic outreach to learn how customers feel about the service they receive. Keep reading—we’ll guide you through everything you need to know to write a successful after-call survey!

Net Promoter Score 138

Net Promoter Score Contact Center Healthcare Customer Satisfaction 138

Fonolo

MAY 11, 2021

With advances in online communication, and the court of public opinion that social media now provides, brands and their customer service faux pas are more exposed than ever. This is why setting and managing customer expectations and their perceptions is key. Setting expectations can ultimately protect your brand from online backlash.

Customer Expectations 108

Customer Expectations Social Media Education Customer Service 108

Zendesk

NOVEMBER 10, 2022

As global data protection and privacy regulations continue to evolve, it’s important to understand how Service Data is processed and stored by the vendors you work with, to ensure that your Service Data is safe, and that your systems help you to meet global compliance regulations. How we protect your Service Data. Have questions?

Healthcare 52

Healthcare Compliance 52

Zendesk

OCTOBER 9, 2023

According to the Zendesk Customer Experience Trends Report 2023 , 73 percent of consumers expect more interactions with AI in their daily lives and believe it will improve customer service quality. Like Spider-Man uses his spidey senses for good, businesses can use AI to improve their customer experience.

AI 52

AI CX Artificial Intelligence Technology 52

Execs In The Know

APRIL 28, 2022

Are you looking for the smartest way to support customer care while protecting your brand? Agents have more cognitive bandwidth to do the job they were hired to do: provide an empathetic customer care experience. This means most customers won’t contact an agent directly unless they have no choice.

Contact Center 98

Contact Center Machine Learning Artificial Intelligence Customer Satisfaction 98

Zendesk

JANUARY 18, 2024

As we continue to learn more about the impact of AI , businesses must keep transparency in AI top of mind, especially when it comes to the customer experience (CX). More in this guide: Why is AI transparency important? ” Offering clear explanations gives the customer an understanding of the AI’s decision-making process. .”

AI 52

AI Artificial Intelligence Legal Machine Learning 52

Hodusoft

JANUARY 24, 2024

Personalization Strategies for Inbound and Outbound Banking Calls: A Technology Perspective Within the quickly changing banking industry, where the customer experience is paramount, the concept of tailored interactions has become increasingly important.

Technology 52

Technology Technology Predictive Analytics Machine Learning 52

Execs In The Know

JUNE 7, 2023

Outsourcing customer experience (CX) functions has become increasingly popular as organizations strive to streamline operations and enhance customer satisfaction. In an era where customers hold the power, their experience with a brand can make or break its success. Let’s dive in.

CX 85

CX Compliance Artificial Intelligence AI 85

Callminer

MAY 12, 2020

This succinct buying guide will help you cut through the noise in the call center software market and choose the best tools for your organization. To learn how innovative software tools can improve the customer experience across multiple customer engagement channels, download our white paper, The Guide to Customer Engagement Analytics.

Compliance 182

Compliance CRM Legal Customer Relationship Management 182

Hodusoft

MAY 17, 2024

An In-Depth Guide Does the term “Computer Telephony Integration” ring a bell? They can access essential call management functionalities and customer information, which helps them reduce manual errors. What Is Computer Telephony Integration (CTI)? percent from USD 2071.7 million in 2022 to USD 5547.4 million by 2028.

Contact Center 52

Contact Center CRM Compliance Customer Relationship Management 52

Zendesk

NOVEMBER 15, 2021

In the early 2010s, the Age of the Customer emerged. Consumers were more connected than ever before, and as their access to information and resources grew, so did their expectations. The Age of the Customer continues today—and the data shows it. When it comes to driving business, how customers feel about a brand has 1.5

Social Media 97

Social Media Age of the Customer Customer Feedback Touchpoint 97

Logicalware

MARCH 17, 2023

The FCA recently introduced Consumer Duty, a new set of rules designed to strengthen consumer protection and deliver good outcomes for financial service customers. The rules aim to ensure that firms act in the best interests of their customers, treat them fairly, and provide them with clear and accessible information.

Compliance 52

Compliance Sales Technology Technology 52

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. Data alone won’t produce results, but it will help you to contextualize customer behavior and feedback to provide better service faster.

Customer Satisfaction 211

Customer Satisfaction Customer Expectations Machine Learning Start-ups 211

Lumoa

JANUARY 24, 2024

After that frustrating experience, I had a newfound appreciation for customers who have to deal with unresponsive customer experience (CX) teams that fail to act on customer feedback! Just like a hapless tourist, customers are eager to share details of their experience. However, first, you have to know where to look!

Text Analytics 83

Text Analytics Customer Feedback Net Promoter Score Sentiment Analysis 83

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. The Ultimate Customer Support Tech Stack for 2022. Zara Burke , Lead Editor.

Innovation 196

Innovation Engineering Entertainment Start-ups 196

Zendesk

JUNE 8, 2021

To ensure customer and business data is always protected, Zendesk combines enterprise-class security features with comprehensive audits of our applications, systems, and networks. It provides a framework and aims to strengthen the security and protection of personal health information (PHI). Impact to our customers.

Compliance 52

Compliance Healthcare Government NPS 52

Hodusoft

MAY 10, 2024

A Comprehensive Guide to Virtual Call Center and Contact Centers Even though virtual call centers and contact centers have been around for quite some time, they have gained widespread popularity in the last four to five years only. As the name suggests, virtual call and contact centers are call and contact centers that are virtual in nature.

Contact Center 52

Contact Center Social Media Compliance Artificial Intelligence 52

ECXO

FEBRUARY 26, 2024

I’m about to introduce some compelling principles of behavioral science that can be used to shape customers’ decisions. Even better, what if you could use this knowledge to guide people toward making choices that benefit both them and your business? Isn’t that exciting? Every day, people make countless decisions.

E-commerce 115

E-commerce Sales Social Media CX 115

Experience Investigators

MAY 7, 2024

Why Customer Experience Leaders Need to Develop an AI Strategy Today (Even if You’re Not Ready) Artificial intelligence is so ingrained in our daily lives that it’s now unavoidable — and evolving rapidly! As customer experience leaders, it’s our responsibility to learn how we can apply AI to transform our customer experiences.

AI 52

AI Sentiment Analysis Artificial Intelligence Customer Experience 52

Lumoa

APRIL 28, 2024

Every interaction with your business has the power to build or damage the relationship with your customer – and can directly impact your revenue. 78% of customers have backed out of a purchase due to a poor customer experience (CX). More than 80% of business leaders see customer experience as a growing priority in 2024.

Sentiment Analysis 83

Sentiment Analysis Compliance AI Social Media 83

Intercom, Inc.

JANUARY 5, 2022

Adam is the co-founder and CEO of Drata , a company that helps businesses protect their customer’s data, continuously monitor their security posture, and automatically keep up with SOC 2, ISO 27001, and other compliance programs. You can’t grow your business if your customers don’t trust you with their sensitive data.

Compliance 211

Compliance Engineering Start-ups B2B 211

Intercom, Inc.

JUNE 9, 2020

With that comes the need for clear communication and open dialogue with customers and employees alike. What will be necessary to ensure long-term growth in the post-pandemic world, especially as our customers’ needs continue shifting in ways we can’t yet predict?

B2B 197

B2B E-commerce Legal Customer Retention 197

Beyond Philosophy

JUNE 22, 2023

The book introduces the idea of personal policies, which are rules we set for ourselves to guide our decisions. Patrick says many people think about putting up rules as boundaries, like barbed wires that protect them. Rules, not decisions : These personal policies are based on our values and priorities and guide our operations.

Start-ups 143

Start-ups Management Consulting Customer Experience 143

Taylor Reach Group

APRIL 1, 2020

At the same time, start implementing additional omnichannel routing techniques to positively and productively interact with your customers during the crisis. By far, the most important thing you can do to protect your contact center in a crisis is to create and continuously maintain an implementable preparedness plan.

Contact Center 137

Contact Center Government Omnichannel Technology 137

SurveySensum

OCTOBER 25, 2023

Customer feedback is not merely a tool for gauging customer satisfaction. Therefore, appreciating and utilizing customer feedback effectively serves as the cornerstone for refining websites successfully. Instead, it’s an invaluable resource for optimizing your website’s performance.

Customer Feedback 52

Customer Feedback Construction Customer Satisfaction Actionable Insights 52

Zendesk

OCTOBER 4, 2022

Read on to find out how you can protect data and sensitive information and prevent employees from falling victim to cyber attacks. However, customer expectations for security and the number of attacks have continued to rise. But what exactly does that mean? Make security a priority. Use your human resources.

Education 52

Education Start-ups Customer Expectations Technology 52

ProProfs

OCTOBER 4, 2022

Non-adherence to General Data Protection Regulation (GDPR) compliance requirements cost companies $98.8 related to child protection online. You need to conduct compliance assessments to test employees’ training needs and their understanding and retention of the information you provide. Hire informed, safety-minded employees.

Compliance 52

Compliance Finance Government Agriculture 52

Hodusoft

FEBRUARY 16, 2022

Striking a balance between protecting employees from the pandemic and continuity of business is still a major concern for most businesses in 2022. The same report suggests a 60% increase in customer service agents working from home. Also Read our another blog on A Guide to Hybrid Workforce Technology for the Future of Work.

Contact Center 98

Contact Center Social Media Omnichannel CRM 98

Zendesk

JUNE 29, 2023

Powered by Generative AI, the platform can automate customer experiences with chatbots and voicebots across channels while significantly reducing operational costs. Solve customer inquiries faster with access to relevant information from TikTok Shop, such as order, shipping, payment, and return information—all without leaving Zendesk.

Invoicing 52

Invoicing AI Legal CRM 52

Zendesk

NOVEMBER 28, 2023

Our guide describes the types of AIaaS, benefits, challenges, examples, and trends so you can seamlessly move into the future. Like software as a service (SaaS) business models, companies can subscribe to AIaaS plans that provide AI for customer service tools. The devices contain sensors that exchange information in real time.

AI 52

AI ML Machine Learning Artificial Intelligence 52

Zendesk

FEBRUARY 2, 2022

Abusive customers are taking a toll on service teams. We’ve all seen viral videos of airline workers being assaulted by unruly passengers and restaurant employees getting yelled at by upset customers. One restaurant shut down for a “day of kindness” in July 2021 after customers brought staff to tears. Here’s what you can do.

Healthcare 97

Healthcare Start-ups Customer Service 97

Zendesk

OCTOBER 5, 2021

It looks like the trend is here to stay— 74 percent of customers who messaged with companies in 2020 plan to continue doing so. By using Business Messages, companies can improve their bottom line, build relationships with customers, and provide superior support to those using Google devices and platforms. Provide fast response times.

Customer Service 96

Customer Service Omnichannel Engineering Start-ups 96

ProProfs

JUNE 14, 2023

By using cognitive assessments in the hiring process, employers can make more informed decisions about which candidates are most likely to succeed. Bonus Read: Employee Training Assessment Guide: Train Smarter to Boost ROI Here are a few benefits of employing cognitive assessment tests online for your business.

Gaming 52

Gaming Data Entry Engineering Manufacturing 52