Comm100

NOVEMBER 29, 2021

The customer service landscape is forever changing as technologies and consumer expectations develop, but 2021 has seen a shift of proportions that we have arguably never experienced. Query volumes spiked as customers (and companies) faced unprecedented problems, placing huge stress on customer service agents.

Trends 221

Trends Customer Service Chatbots Omni-Channel 221

TechSee

OCTOBER 9, 2018

trillion in spending — in the United States by 2020. The key to reaching this powerful demographic is by understanding that technology is central to their being. They demand highly convenient and fast service. Make it quick, I’m in a rush: Growing up in the age of the Internet, Millennials are not known for their patience.

Omni-Channel 359

Omni-Channel Self Service Customer Service Virtual Agent 359

TechSee

JUNE 25, 2019

A Tata Consultancy Services survey found that 31.7% of major companies around the world are currently using AI customer service technologies, the second most common use of AI after IT. The two fields attracting the most AI investment last year were automated AI-powered customer service agents, which raised $4.5

Technology 122

Technology Customer Service Contact Center Gamification 122

Comm100

SEPTEMBER 13, 2021

However, the past couple of years has seen its importance within customer service skyrocket as companies adopted new technologies to stay connected during the pandemic. With the benefits made clear for all to see, and customer expectations risen, customer service operations can no longer afford to ignore digital transformation.

Customer Service 229

Customer Service Omni-Channel Social Media Connections 229

ShepHyken

OCTOBER 30, 2020

She writes about how businesses can utilize modern voice technology to create a better experience overall for their customers. What is the best way to improve relationships with your customers? The answer is simple but often overlooked: Focus on delivering five-star customer service.

Technology 134

Technology Customer Service Guidelines Chatbots 134

ShepHyken

DECEMBER 14, 2020

Each week I read a number of customer service and customer experience articles from various resources. The 6 Top Customer Experience Trends in 2021 by Julien Rio. CXM) The digital transformation of companies accelerated significantly in 2020. ” 8 Customer Experience Trends for 2021 by Steven Van Belleghem.

Customer Service 139

Customer Service e-support Ecommerce Trends 139

ShepHyken

DECEMBER 11, 2019

With all the focus on how technology—including AI, data, personalization and more—can drive a better customer experience, I wanted to shift my focus back to basics. Here are the first ten of twenty ideas as to how you can up your customer service game in 2020. Stay in touch. Follow on Twitter: @Hyken.

Customer Service 118

Customer Service Customer Experience Fashion Video 118

Comm100

NOVEMBER 29, 2021

The customer service landscape is forever changing as technologies and consumer expectations develop, but 2021 has seen a shift of proportions that we have arguably never experienced. Query volumes spiked as customers (and companies) faced unprecedented problems, placing huge stress on customer service agents.

Trends 163

Trends Customer Service Chatbots Omni-Channel 163

ShepHyken

DECEMBER 7, 2020

Each week I read a number of customer service and customer experience articles from various resources. Five Customer-Service Lessons From the Late Tony Hsieh by Ann-Marie Alcántara. Wall Street Journal) The former chief executive of Zappos, the online shoe retailer, had a unique approach toward customers.

Customer Service 147

Customer Service Self Service eBook Loyalty Programs 147

Team Support

JANUARY 10, 2020

The new year is here and with it comes our annual list of key customer service trends! Our 2019 trends article was a huge hit, so here’s what is set to make an impact in 2020…. 1) Innovative technology will empower service teams (not replace them). 2) Customer service will be more than just reactive conversations.

Trends 80

Trends Customer Service Self Service B2B 80

Experience Investigators by 360Connext

OCTOBER 22, 2019

If you know how critical Customer Experience is to the happiness of your customers and your team (and if you’re reading this, I’m willing to bet you are,) you’re probably already trying to anticipate the next big trends in CX. Customer Experience Still Reigns Supreme. I want to answer that… in a moment.

Trends 169

Trends Customer Experience Chatbots Innovation 169

C3Centricity

MAY 25, 2020

Do you believe that using technology to understand customers is the only way today? In today’s data-rich environment I’m not really suggesting that you actually ignore data nor technology! The latest technology is not going to make up for your lack of thinking! Is this your case? So what should you do?

Technology 194

Technology Analysis Data Consumers 194

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 218

Customer Service Self Service Chatbots Healthcare 218

Martin Hill-Wilson

SEPTEMBER 23, 2020

I was challenged by Leigh Hopwood, the CCMA’s new CEO to provide a 90 second summary of technology needs in today’s service world. This is what was shared at the 2020 virtual awards. Continue reading The Technology Now Needed For Customer Service at BrainFood.

Technology 52

Technology Customer Service Customers 52

TechSee

MAY 4, 2021

Economic and logistical challenges have resulted in businesses turning to the gig economy to support and scale their customer service and sales efforts while lowering their fixed costs and in-house overhead. The Concept of GigCX: Freelance customer service agents. Why Customer Service is adopting the Gig Model.

Customer Service 182

Customer Service Contact Center Call Center Retail 182

Comm100

JUNE 15, 2022

Digital customer engagement is always evolving. Just as live chat was a technological leap over telephone communication and is proving to be the most essential of all channels, chatbots are the latest technological milestone in customer support. Canadian Blood Services. Tangerine Telecom.

Chatbots 212

Chatbots Industry Customer Service Wait Times 212

Comm100

SEPTEMBER 15, 2022

To offer this experience to customers successfully and efficiently, organizations are adopting omnichannel customer service platforms. The benefits of omnichannel are clear, but before we dig more into this, let’s first answer the question “what is omnichannel customer service?”. Channel choice.

Omni-Channel 130

Omni-Channel Customer Service Social Media Chatbots 130

BlueOcean

MARCH 3, 2020

Blue Ocean, a world-leader in customer care solutions, was awarded a Silver Stevie® Award in the “Customer Service Team of the Year” category at the 14th annual Stevie Awards for Sales & Customer Service. The post Blue Ocean Wins 2020 Silver Stevie® Award appeared first on Blue Ocean. About Blue Ocean.

Contact Center 156

Contact Center Insurance Conference Customer Care 156

Comm100

SEPTEMBER 28, 2021

Welcome to part three in our series exploring digital transformation in customer service. In this series, we’ve been looking at how digital transformation is helping organizations transition to a digital customer service offering that benefit both them and their customers.

Customer Service 228

Customer Service Chatbots Banking Engagement 228

ShepHyken

MARCH 9, 2020

Each week I read a number of customer service and customer experience articles from various resources. Chatbots Make There 3 Customer Experience Improvements Possible by Rose de Fremery. According to Gartner, the average person will have more conversations with bots than their spouse by 2020. So is the word guest.

Customer Service 125

Customer Service Chatbots Customer Service Training NPS 125

BlueOcean

AUGUST 6, 2020

2020 has marked the workplace like no other year in recent history. And second, there’s no doubt that the pandemic and the social justice movement has evolved what you need from a customer service provider – and your RFP should reflect that. Our updated list of customer care RFP questions keeps these facts top of mind.

Contact Center 156

Contact Center Customer Care Comparison Culture 156

ShepHyken

SEPTEMBER 28, 2020

Each week I read a number of customer service and customer experience articles from various resources. CX50 2020: Great customer experience starts with company culture by Morag Cuddeford-Jones. Level-up Your Customer Service With These 4 Dynamite Strategies by Tom Sagi.

Customer Service 76

Customer Service Culture Poor Customer Service Contact Center 76

Kustomer

DECEMBER 29, 2020

I would say that 2020 has been unprecedented, but let’s face it — we all want to permanently retire that word. While we are literally counting down the seconds until the clock strikes midnight on January 1st, 2021, it goes without saying that there are some permanent lessons that can be learned from the hurdles we faced in 2020.

Self Service 105

Self Service CRM Consumers Chatbots 105

ShepHyken

SEPTEMBER 21, 2020

Each week I read a number of customer service and customer experience articles from various resources. Customer Service Guide to Revenue Generation by Gladly. 5 Experiences That Define Strong Customer Service by Wise Marketer Staff. Here are my top five picks from last week.

Customer Service 94

Customer Service Employee Experience Touchpoint Customer Centricity 94

ShepHyken

FEBRUARY 24, 2020

Each week I read a number of customer service and customer experience articles from various resources. Customer service drives loyalty for Amazon-owned Zappos by Tabitha Cassidy. 2020 Predictions For Marketing And Customer Experience by Mark Floisand. Here are my top five picks from last week.

Customer Service 105

Customer Service Exceptional Customer Service Retail Ecommerce 105

ShepHyken

SEPTEMBER 7, 2020

Each week I read a number of customer service and customer experience articles from various resources. Winning means losing in the game of customer retention by Linda O’Grady. The key is to hang onto the right customers. Want to Deliver Better Customer Service? My Comment: What is context?

Customer Service 92

Customer Service Customer Retention Feedback Customer Centricity 92

ShepHyken

JANUARY 6, 2020

Each week I read a number of customer service and customer experience articles from various resources. This excellent article from the good people at CCW, who put on several amazing conferences for the customer support world cover eight strategies in the contact center. Here are my top five picks from last week.

Customer Service 104

Customer Service Contact Center Customer Journeys Employee Experience 104

Comm100

MARCH 16, 2022

The gap between customer service in public and private sectors is vast. The top-performing private sector in the US boasts a customer satisfaction score of 8.3 All this makes providing the very best customer service in government no easy feat. Chapter 2: The state of customer service in government today.

Government 206

Government Customer Service Chatbots Effort Score 206

C3Centricity

JANUARY 13, 2021

Perhaps that’s the reason why we recorded an over 15% increase in our readership in 2020. In appreciation of your loyalty, we have summarised the top twenty articles we published in 2020, so you can check that you didn’t miss any, or remind yourself of their usefulness: #1. 7 Ways to Deliver Awesome Customer Service.

Customer Centricity 177

Customer Centricity Hospitality Customer Journeys Strategy 177

ShepHyken

OCTOBER 5, 2020

Each week I read a number of customer service and customer experience articles from various resources. Forever-Changed Buying Patterns Mean Rethinking Customer Loyalty by Mary Jo Yafchak. Sharpen Technologies) 2020 didn’t cancel National Customer Service Week. by Chip Bell.

Customer Service 66

Customer Service Hospitality Virtual Agent Loyalty 66

TechSee

OCTOBER 2, 2018

Field tech support has already begun merging the digital and physical worlds by utilizing immersive technologies – such as augmented reality (AR), mixed reality (MR) or virtual reality (VR) – to manipulate real-life objects. Technical Support in the age of Digital Twins. Here are some sample use cases: Predictive analytics and maintenance.

Technology 176

Technology Self Service Innovation Trends 176

ShepHyken

MARCH 9, 2020

Each week I read a number of customer service and customer experience articles from various resources. Chatbots Make There 3 Customer Experience Improvements Possible by Rose de Fremery. According to Gartner, the average person will have more conversations with bots than their spouse by 2020. So is the word guest.

Customer Service 62

Customer Service Chatbots Customer Service Training NPS 62

BlueOcean

APRIL 16, 2024

Blue Ocean, a world-leader in customer care solutions, was awarded a Silver Stevie® Award in the “Contact Center Outsourcing Provider of the Year” category at the 18th annual Stevie Awards for Sales & Customer Service. The company received a Bronze Stevie in 2017, a Silver Stevie in 2019, and another Silver Stevie in 2020.

Contact Center 177

Contact Center Sports Effort Score Customer Care 177

Kustomer

FEBRUARY 5, 2021

2020 likely changed the CX industry for good, and there may be nothing more ill-advised than to ignore the lessons learned during the past year. An increase in inquiries was not the only challenge that CX organizations faced during the 2020 holiday season. Perhaps this means that more busy work can be delegated to technology.

e-support 98

e-support Retail Customer Journeys Wait Times 98

ShepHyken

AUGUST 24, 2020

Each week I read a number of customer service and customer experience articles from various resources. Can Artificial Intelligence Improve Your Customer Service? I have seen incredible strides over the past few years as these technologies improve. Here are my top five picks from last week. by Mitul Makadia.

Customer Service 84

Customer Service Contact Center Tips Chatbots 84

ShepHyken

APRIL 27, 2020

Each week I read a number of customer service and customer experience articles from various resources. ” 15 Customer Service Strategies To Help You Deliver A 5-Star Experience by Forbes Coaches Council. ” Top 10 Digital Customer Experience Trends to Look Out For in 2020 by David Gasparyan.

Customer Service 83

Customer Service Government Hospitality Trends 83

Oracle

FEBRUARY 21, 2020

Oracle Modern CX 2020 will take place March 23-26 at McCormick Place West in Chicago, with 200+ planned sessions focusing on the hottest topics in customer experience. Over 40 of these sessions will focus on the most relevant, cutting-edge customer service trends and technology.

Customer Service 62

Customer Service Roadmap Hospitality Conference 62