Shep Hyken

NOVEMBER 25, 2022

She discusses the difference between transactional and relational customer service. Effective customer service should contribute to a positive relationship between the organization and the customer. Beyond convenience, customer service should develop customers’ sense of belonging and recognition.

Customer Service 74

Customer Service E-commerce Customer Relationship Customer Loyalty 74

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. Contact center professionals? We are all customers for something.

Contact Center 271

Contact Center Non-Profits Technology Technology 271

Zendesk

JANUARY 25, 2024

What is an AI call center? An artificial intelligence (AI) call center is a customer service operation that uses AI technologies to manage customer inquiries, interactions, and tasks across voice and digital channels. AI in call centers enhances customer satisfaction by helping teams offer faster support.

AI 52

AI Artificial Intelligence Contact Center Machine Learning 52

VOZIQ

APRIL 15, 2024

VOZIQ AI’s AI Center of Excellence (ACE) to work as an extension of the Hawx team to manage the AI solution, improve the retention metrics and grow business value by improving customer lifetime value. Deploying a contact-center agent UI that displays customer risk and revenue opportunities.

AI 52

AI Customer Loyalty Artificial Intelligence Machine Learning 52

UJET

NOVEMBER 3, 2020

AI (artificial intelligence) customer service tools weren’t designed to replace your agents. They were designed to help your agents deliver a better customer experience. To truly modernize your customer service, you don’t need to choose between AI or human involvement. You need both.

AI 72

AI Customer Service Contact Center CRM 72

Fonolo

DECEMBER 13, 2018

Here are a few things every retail company can do to maintain a high level of customer service and ensure that the momentum gained is maintained this festive season both in-store and online. Prepare a training manual and ensure there is a management team in place to supervise and support the on-boarding process.

Customer Service 113

Customer Service Artificial Intelligence Contact Center Social Media 113

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 Think.

Customer Service 136

Customer Service Contact Center Social Media CX 136

Callminer

DECEMBER 17, 2019

Call centers , in particular, represent just one facet of a large and varied international outsourcing industry. However, the world’s call centers are arguably the most public examples of companies’ outsourcing efforts, facing customer directly in one-on-one interactions. Call Center Workforce Statistics.

Contact Center 207

Contact Center Finance AI Innovation 207

Comm100

NOVEMBER 23, 2022

The customer service world continues to develop, and each new year can mean a sea change in changing consumer expectations. As new customer service trends arrive, service that was once considered exemplary might no longer meet the growing customer demand. Proactive customer engagement takes off. “By

Customer Service 82

Customer Service Omnichannel CRM Contact Center 82

Callminer

SEPTEMBER 1, 2020

While it may not have been our typical, in-person experience filled with cocktail hours and outdoor activities, there was no shortage of entertainment and powerful and engaging insight from the customer experience (CX) and contact center industry’s most influential leaders, and hands-on practitioners. The great online kick-off.

VOE 182

VOE Artificial Intelligence Contact Center Entertainment 182

Zendesk

MARCH 1, 2024

What is intelligent call routing? Intelligent call routing (ICR) is a refined telecommunications technology that efficiently directs incoming calls based on various factors, such as the caller’s needs and agent availability. But it doesn’t have to be that way.

Customer Satisfaction 52

Customer Satisfaction Healthcare AI Contact Center 52

Fonolo

FEBRUARY 14, 2023

Call center automation is one of the best ways to improve your customer experience, increase agent happiness, and light up your KPI dashboard in the best possible way! What is Call Center Automation? FACT: A 2019 study found that 70% of call center agents reported experiencing emotional exhaustion, a key component of burnout.

Contact Center 135

Contact Center Artificial Intelligence AI Machine Learning 135

Callminer

AUGUST 1, 2017

Most call centers struggle with efficiency at one time or another. And because efficiency is directly tied to minimizing overhead costs in the call center, it’s a prominent challenge. Meet Our Panel of Contact Center Experts: . One of the most important aspects of a call center is that phone traffic flows correctly…”.

Contact Center 334

Contact Center Real Estate Start-ups Sales 334

Zendesk

DECEMBER 8, 2021

With consumers spending more time online than ever before, companies have had to rethink their customer service experience. Businesses need to gain a clear understanding of the type of digital interactions customers want instead of relying on intuition. The impact of great customer service. Sitel Group ).

Customer Service 98

Customer Service Social Media Artificial Intelligence Omnichannel 98

Fonolo

OCTOBER 28, 2021

Call center agents do much more than answer the phone. To achieve their performance goals , agents must be excellent problem solvers, expert rapport builders, and highly empathetic to the challenges of their customers. How to Foster Agent Engagement in a Hybrid Contact Center. How Tone of Voice Affects Customer Service.

Contact Center 157

Contact Center Education Start-ups Customer Service 157

Comm100

JANUARY 11, 2023

The State of Automated Customer Service in 2023. As a result, customer service expectations are now sky-high as consumers demand the very best support – and will even switch brands for better service. Meeting today’s high customer service expectations can be a challenge. Table of Contents.

Customer Service 81

Customer Service Healthcare AI Artificial Intelligence 81

Execs In The Know

MARCH 4, 2022

Much of the news about worker shortages has focused on food service and consumer goods, but the labor squeeze is also hurting the customer service function across all major industries. Contact centers are no exception to the general trend. Challenging Conditions. Taking Work Home.

AI 98

AI Artificial Intelligence Contact Center Healthcare 98

UJET

DECEMBER 10, 2020

Contact centers have more in common with sports teams than you might think. And there’s a very simple way to unlock each of your customer service agent’s full potential—give them a rock-star number two player. Intelligence Is a Matter of Features. All Virtual Agents are marketed as being “intelligent.”

ML 72

ML Customer Service AI Sports 72

UJET

DECEMBER 10, 2020

Contact centers have more in common with sports teams than you might think. And there’s a very simple way to unlock each of your customer service agent’s full potential—give them a rock-star number two player. Intelligence Is a Matter of Features. All Virtual Agents are marketed as being “intelligent.”

ML 72

ML Customer Service AI Sports 72

Fonolo

MAY 4, 2021

Consumer expectation and channel preference have always dictated the direction of customer service and experience. The highly-coveted Millennial and Gen Z consumers expect and demand a certain quality of customer service across all channels. The ROI of Call-Backs for Your Call Center. The result?

Contact Center 152

Contact Center Artificial Intelligence AI Omnichannel 152

Fonolo

OCTOBER 4, 2022

Picture this: Y ou’re the coach of a soccer team. The opposing team is about to make a penalty kick, trying to score on your goalie. If you were to use a forward player as your goalie for the penalty kick, you would not be setting your team up for success. The same goes for contact center management.

Contact Center 87

Contact Center Start-ups Sales Customer Satisfaction 87

Shep Hyken

JANUARY 4, 2022

Intelligent Virtual Assistant. The Opportunities and Fears Surrounding Intelligent Virtual Assistant. They discuss how to use AI and automation to increase efficiency, capacity, and effectiveness within your contact center and ultimately deliver a better customer experience. New York Times ?bestselling

Contact Center 115

Contact Center AI Customer Service Technology 115

Zendesk

OCTOBER 20, 2023

The right customer service plan is like the Infinity Gauntlet in the Marvel Universe. Similarly, a customer service plan captures and displays the crucial elements of customer service in a living document. The plan gives your business a blueprint to achieve your customer service goals.

Customer Service 52

Customer Service Customer Journey Map B2C B2B 52

Fonolo

SEPTEMBER 21, 2023

Ready to level up your contact center team? Improving call center agent performance can seem overwhelming, and you might wonder where to start. With some hard work, consistency, and great tools, your team will soon reach new heights of operational efficiency! Look after your people.

Net Promoter Score 87

Net Promoter Score Contact Center Scorecard Construction 87

Fonolo

NOVEMBER 26, 2020

However, customer service professionals need more than smarts to be successful — especially when working in a contact center. IQ stands for “Intelligence Quotient,” which typically indicates academic intelligence. It’s also an excellent indicator of someone’s leadership skills and ability to work in a team.

Contact Center 167

Contact Center Touchpoint Customer Service 167

Fonolo

SEPTEMBER 11, 2018

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”. looking at employment stats, call center seats sold, toll-free numbers issued, and so on). Local vs. Global. Balance of Forces.

AI 89

AI Customer Service Contact Center Artificial Intelligence 89

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. Read on for an introduction to call center automation, plus our top software picks!

Contact Center 142

Contact Center Omnichannel CRM Sentiment Analysis 142

Fonolo

JUNE 14, 2019

Although this is true, how do customer service leaders strategically read to a) learn how to turn themselves into optimal leaders; and b) transform their teams into the high-performing customer service engines they aspire to be? This is an intelligent read for any customer service professional.

Customer Service 92

Customer Service Contact Center Construction Engineering 92

Fonolo

NOVEMBER 3, 2020

We spent the last couple of months asking influencers and industry leaders how they thought the pandemic had impacted customer service. Download the full industry report FREE: The State of the Contact Center 2020 . And it wasn’t just the public who realized the importance of their contact centers.

Customer Satisfaction 167

Customer Satisfaction Contact Center Healthcare CX 167

Hodusoft

MARCH 6, 2024

E-commerce Customer Support: How BPO Can Elevate Your Service Experience Are you an e-commerce business struggling to provide seamless and efficient customer support services? Primarily, the success of e-commerce or any customer service-related company is measured through increased customer satisfaction and loyalty.

E-commerce 52

E-commerce Contact Center Social Media Gaming 52

Fonolo

DECEMBER 1, 2022

Call center managers know that choosing effective software is key to success. With the right tools on board, your contact center can increase agent happiness and productivity, while hitting your KPIs and running an efficient operation that scales with ease. . How to Buy Contact Center Software. billion by 2027.

Contact Center 87

Contact Center Sentiment Analysis Omnichannel Artificial Intelligence 87

Fonolo

APRIL 27, 2021

Call center managers and agents know that a high volume of inbound customer calls can make or break a business day. During pandemics and other moments of crisis, call center agents are inundated with overwhelming spikes in call volume. The Contact Center Guide to Managing Spikes in Call Volume.

Contact Center 128

Contact Center Omnichannel AI Technology 128

Fonolo

SEPTEMBER 19, 2018

And, as we’ve seen in now notorious cases (lest we forget the United Airlines incident ), it’s become a way for customers to size up and shout about serious blunders in customer service to an ever-growing court of public opinion. Who should attend: VPs & Directors of Contact Centers.

Social Media 237

Social Media Contact Center Non-Profits Education 237

Execs In The Know

FEBRUARY 7, 2024

.” The idea of a talking, decision-making artificial intelligence like KITT wasn’t just cool; it felt like a peek into the future. I daydreamed about someday being Michael Knight, teaming up with my AI sidekick to make a difference. Just like KITT before it, Sidd, Laivly’s artificial intelligence platform, is also a cobot.

Artificial Intelligence 52

Artificial Intelligence Customer Experience Transportation Contact Center 52

Fonolo

MARCH 17, 2022

At first glance, a call center manager job may seem easy compared to the agents they oversee. After all, they are not the ones who have to navigate call center software, ensure customer satisfaction, and take all the phone calls. Industry Report: State of the Contact Center 2022. Call Center Management Duties.

Contact Center 91

Contact Center Construction Customer Satisfaction Actionable Insights 91

Shep Hyken

MARCH 21, 2022

Each week I read many customer service and customer experience articles from various resources. 15 Stats About Post-Covid Customer Service by Blake Morgan. Chief on that list is updating customer service efforts. Our customer service research supports the theme.

Customer Service 61

Customer Service Retail Customer Satisfaction AI 61

Execs In The Know

MARCH 9, 2023

How to Create Legendary Social Media Customer Experiences While social media management tools have advanced to keep pace with rising expectations, many organizations have not. Because happier teams equal happier customers. This powerhouse panel dug its heels into that question — among many others.

Social Media 97

Social Media Contact Center Hospitality Hospitality 97