Execs In The Know

JANUARY 8, 2023

Making Your Customer the Priority, Then Working Backward Many customer experience (CX) leaders are focusing on thinking about how they can meet the customer where they want to be met. When your BPO can deliver an exceptional customer experience, it’s a dollar well invested. The goal is to have a better overall customer experience.

Artificial Intelligence 87

Artificial Intelligence Technology Technology Engineering 87

Execs In The Know

MARCH 4, 2022

Financial services, healthcare, retail, insurance, and other providers of vital products and services to millions of people are struggling to hire enough call center agents to deliver essential customer support. Agents Needed. Call center agents are frontline soldiers in any customer service delivery operation.

AI 98

AI Artificial Intelligence Contact Center Healthcare 98

Fonolo

JANUARY 14, 2021

If you haven’t been paying attention, agent attrition has continued to rise, according to our State of the Contact Center 2020 report. By creating an environment where your agents feel appreciated, valued, and accepted, you set your team up for success even before they hit the phone lines. Hire agents who demonstrate empathy.

Contact Center 150

Contact Center Start-ups Sales Customer Satisfaction 150

Fonolo

JUNE 8, 2021

Do your agents seem tired, frustrated, or fed up with work? Call centers have a reputation for being difficult places to work, especially for front-line agents. This results in high agent churn or disengaged employees. A poor work culture inevitably has a direct impact on your customer experience ?

Contact Center 133

Contact Center Technology Technology Start-ups 133

Logicalware

NOVEMBER 22, 2021

But ‘hybrid experiences’ are the next big thing in customer service, Puzzel CEO Frederic Laziou writes. Hybrid experiences in customer service. Hybrid experiences are about offering this same flexibility to your customers. We help brands to deliver exceptional customer experiences by combining people and technology.

Omnichannel 98

Omnichannel Technology Technology Customer Service 98

Comm100

JANUARY 23, 2023

2023 looks to be a year of great change in customer experience (CX). Employee experience will match the importance of customer experience Shep Hyken, Customer Service and Experience Expert and New York Times bestselling author, predicts: “If you want to have a good customer experience (CX), there must also be a good employee experience (EX).

Customer Experience 120

Customer Experience AI Outlook CX 120

Shep Hyken

OCTOBER 5, 2021

Empowering Customer Service Agents with Knowledge. They discuss how organizations can arm their frontline customer service professionals with the technology that can help them offer better customer service. Shep Hyken is a customer service and experience expert,? A Holistic View of the Customer. New York Times ?bestselling

Machine Learning 77

Machine Learning Customer Satisfaction AI Technology 77

UJET

MARCH 17, 2020

But even with a dispersed team, managers and supervisors can ensure that agents are providing the expected high-quality support to maintain positive customer experiences. Here are five tips to manage your remote customer support agents. It also gives agents a set time to present any questions, comments, or concerns.

Contact Center 121

Contact Center Customer Satisfaction Customer Feedback Customer Experience 121

VOZIQ

NOVEMBER 28, 2023

However, many enterprise churn prediction solutions deploy black box AI, that’s good with crunching data and scoring customers but lack the ability to explain how specific customer scores are derived. So, what could be the financial impact of your agents getting blindsided due to the opaque algorithms? Let’s explore with a scenario.

Customer Retention 40

Customer Retention AI Gaming Contact Center 40

Inside Customer Service

JANUARY 13, 2022

How hotel fees hurt the guest experience My wife, Sally, and I looked forward to spending a few relaxing days at one of our favorite places to stay, the Olea Hotel in California's Sonoma Valley. Resort fees wedge frontline employees between a boss who insists they defend the fees and irritated guests who don't want to pay them.

Hospitality 130

Hospitality Hospitality Sales Customer Experience 130

Execs In The Know

DECEMBER 6, 2021

It’s literally a frontline touchpoint that impacts the bottom line of an organization. Agent engagement. Contact centers must now balance a new employee dynamic (operating with lean staff and fewer onsite agents) with customer demands (as call volume, hold times, escalations, and difficult calls surge). High attrition.

Contact Center 52

Contact Center CX Unstructured Data Social Media 52

Execs In The Know

DECEMBER 6, 2021

It’s literally a frontline touchpoint that impacts the bottom line of an organization. Agent engagement. Contact centers must now balance a new employee dynamic (operating with lean staff and fewer onsite agents) with customer demands (as call volume, hold times, escalations, and difficult calls surge). High attrition.

Contact Center 52

Contact Center CX Unstructured Data Social Media 52

Logicalware

AUGUST 19, 2021

With so much attention placed on customer experience in the contact centre, the needs of agents can often get overlooked. But agent experience is so tightly tied to customer experience that it’s impossible to successfully deliver one without the other. Contact centre agents use an average of 8.2

Sentiment Analysis 78

Sentiment Analysis Engineering Technology Technology 78

Zendesk

APRIL 12, 2022

Founded in 2012, Compass provides an end-to-end software platform to streamline the buying and selling experience for agents and their clients. Funneling customer questions to the right agent. At Compass, the customers who require support are mostly real estate agents. We’re getting better at it,” Velligan admits.

Real Estate 52

Real Estate CX Scorecard Retail 52

Customer Service Life

NOVEMBER 15, 2020

My first job out of college was as a frontline agent in the contact center for a SaaS startup — and over the next 15 years, I grew into a director role. Problem #1 – Our agents are too reliant on canned responses and need to become fluent in our business and product. Regularly evaluate customer interactions and coach agents.

Contact Center 92

Contact Center Engineering Social Media Customer Satisfaction 92

Comm100

SEPTEMBER 28, 2021

Through digital transformation in customer service, companies are improving efficiency, reducing workload on customer service agents, reducing costs, improving CSAT scores, and much more. Nate Knox, Applications Support with LMCU, noted that other institutions were offering live chat solutions, and LMCU saw a need to keep up technologically.

Customer Service 86

Customer Service AI B2C Technology 86

SugarCRM

DECEMBER 23, 2021

But with 3 out of 4 customer experience (CX) leaders pointing to a positive correlation between customer satisfaction and business objectives, customer service is now one of the most important indicators of profitability and success—one that requires input from all frontline employees. Technology Unites Experiences.

Customer Service 48

Customer Service Technology Technology Innovation 48

Execs In The Know

NOVEMBER 30, 2021

CCOs can help champion plans and initiatives that are designed to do one thing — improve the customer experience. Here are five key highlights from the conversation: 1) In the last 18 months, over 80% of consumers have tried out a new brand or mode of delivery, and many prefer these new experiences; loyalty is on the wane.

Close the Loop 98

Close the Loop Compliance CX Innovation 98

Zendesk

MARCH 3, 2021

So it’s no surprise — and a great relief — that vaccine management solutions are hitting the market. In conjunction with TCS, we set out to offer the Zendesk Vaccine Management Solution, something with quick time to value—so that a pharmacy, clinic, government or other provider can deploy a complete vaccine management solution in weeks.

Compliance 95

Compliance Government Innovation 95

Zendesk

FEBRUARY 8, 2023

Our customers are the true champions of making customer experiences better—beginning with the people working the frontlines of customer support; our product only enables their good work. At Zendesk, we love to celebrate successes, but we know that we succeed only when our customers succeed. But it’s not just about us.

Artificial Intelligence 52

Artificial Intelligence CX CRM Innovation 52

VOZIQ

NOVEMBER 14, 2023

In this article, I talk about a strategic three-step action plan—a meticulously crafted AI-powered blueprint that empowers chief experience officers (CXOs) to navigate the complexities of customer retention and fuel unprecedented growth. For the frontline workforce, providing agents with contextual intelligence is paramount.

AI 40

AI Net Promoter Score Predictive Analytics Artificial Intelligence 40

Zendesk

FEBRUARY 16, 2022

Now it’s not uncommon to see news stories or viral clips of disgruntled customers repeatedly hounding customer service agents, restaurant patrons verbally assaulting and intimidating wait staff, and passengers starting physical altercations on flights because they were asked to comply with mask-wearing mandates. Things have changed.

Customer Relationship 52

Customer Relationship Construction Healthcare Start-ups 52

Intercom

MARCH 9, 2023

Unhappy teammates are less productive and the circle of a poor customer experience continues. Many teams provide limited progression (agent → supervisor → ceiling) and experience high turnover, which leads to poor support. Our solution to both: embed these support teammates in product teams.

Customer Service 59

Customer Service Engineering Start-ups Education 59

Zendesk

FEBRUARY 17, 2021

Nazzisi heads a team of 24 agents who answer questions and manage customer experiences with Zendesk. By digging into the customer data, the team at Birchbox uncovered how many people wanted to actually speak to an agent in person. Services are the new experience. It’s about curating a long-lasting relationship.”.

Retail 98

Retail E-commerce CX Start-ups 98

Helpt

NOVEMBER 7, 2023

This is precisely where the safeguard of round-the-clock support becomes your frontline defense. Customers should be met with solutions, not a maze of keypresses. Each successful support interaction is a stitch in the broader tapestry of customer experience, reducing the likelihood of users severing ties due to dissatisfaction.

Customer Satisfaction 52

Customer Satisfaction Innovation Engineering Gaming 52

Zendesk

FEBRUARY 2, 2022

That’s true of your customers and your frontline team. The goal is to consider the customer’s needs and come up with solutions while protecting your staff’s well-being. Agents will perform better when they know their manager and their company have their back. Here are some tried-and-true tips: Use positive language.

Healthcare 97

Healthcare Start-ups Customer Service 97

Comm100

AUGUST 5, 2020

And customers who are fed up with waiting can take this frustration out on your agents, wearing away at your agents’ morale, causing higher turnover rates, and increasing strain on your team. Intelligent agent tools . Intelligent omnichannel platforms also offer extra agent tools that accelerate response and resolution.

Customer Service 52

Customer Service Social Media Omnichannel AI 52

Execs In The Know

NOVEMBER 30, 2021

CCOs can help champion plans and initiatives that are designed to do one thing — improve the customer experience. Here are five key highlights from the conversation: 1) In the last 18 months, over 80% of consumers have tried out a new brand or mode of delivery, and many prefer these new experiences; loyalty is on the wane.

Close the Loop 52

Close the Loop Compliance CX Innovation 52

Qualtrics

APRIL 27, 2020

Most customer care centers (also referred to as contact centers) have an established process, planned months in advance to ensure they cope adequately and maintain the customer experience. The stakes are high - one bad experience is enough for customers that loved the brand to shop elsewhere. Future of Customer Experience, PwC 1.

Retail 36

Retail Social Media Healthcare Technology 36

Zendesk

FEBRUARY 12, 2021

Simplr, a customer service outsourcing company, recommends paying attention to what they call your “now” customers—those who demand immediate solutions but feel neglected. Black Rifle Coffee Company has partnered with Simplr to improve its customer experience.

CX 52

CX Hospitality Hospitality Technology 52

Helpt

APRIL 23, 2024

You scour the internet for a solution. Maybe you even tap into the hot solution of the time: ChatGPT, or even a bit spicier, Gemini. Frontline support staff are the human connection that can turn a frustrated customer into a loyal brand advocate. Imagine you have a problem. Exceptional customer service is THE differentiator.

Social Media 96

Social Media Customer Satisfaction Start-ups Customer Expectations 96

Experience Investigators

MAY 16, 2023

While we don’t have a magic solution, we do have the power to predict more, prevent pain, and proactively create positive moments along the customer’s journey. There are ways to be proactive in customer experience that apply to almost every journey. They appreciate how the contact center agents resolve customer issues.

CX 52

CX Invoicing Contact Center Customer Feedback 52

Execs In The Know

OCTOBER 30, 2022

On October 24-26, Execs In The Know proudly welcomed approximately 200 leaders from across the customer experience (CX) spectrum to beautiful Coronado, California, for Customer Response Summit (CRS) Coronado. The core theme of this year’s Summit revolved around Inspiration, Innovation, and Imagination to create legendary customer experiences.

Innovation 52

Innovation Artificial Intelligence AI CX 52

Comm100

OCTOBER 30, 2020

Now it’s time to take the next step – choose the best chatbot platform for your website and significantly improve your customers’ and agents’ experiences. Best for: Companies that want to offer a purely automated service without live chat agents to support. It’s time to choose a partner that will help you get there.

AI 59

AI Technology Technology Artificial Intelligence 59

Customer Bliss

JULY 13, 2018

Charlotte Dunsterville , Chief Customer Officer of Sure International Telecom, and Patricia Pedhom Nono , former general manager of customer service & customer experience at MTN Cameroon , share how they prioritized and assessed the work they needed to do in order to transform CX in their organizations.

CX 56

CX NPS Social Media Voice of the Customer 56

Comm100

JANUARY 29, 2021

Now it’s time to take the next step – choose the best chatbot platform for your website and significantly improve your customers’ and agents’ experiences. Best for: Companies that want to offer a purely automated service without live chat agents to support. It’s time to choose a partner that will help you get there.

AI 52

AI Technology Technology Artificial Intelligence 52

Comm100

OCTOBER 25, 2017

Customer Experience Leader. And angry customers tend to take out their frustrations with wait times, service levels, price and overall product functionality on the closest target – and quite often, that target happens to be the frontline agent. Download Now. Why Are Customers So Rude? written by Hutch Morzaria.

Start-ups 124

Start-ups Customer Service Social Media Contact Center 124