BlueOcean

MARCH 19, 2024

On the Blue Ocean blog, we talk a lot about the process of sourcing a strategic partner for your outsourced customer care program. Leverage a cloud-based project management platform to keep the transition on track. Knowledge Transfer: Here is where things can be delicate. Knowledge transfer milestones need to be realistic.

Customer Care 177

Customer Care How To Sports Case Study 177

InMoment XI

MARCH 27, 2024

A well-crafted automotive reputation management strategy is essential for any auto brand looking to build trust, foster customer loyalty, and thrive in a competitive market environment. brands must recognize that the ability to manage their digital channels and digital reputation is a crucial success factor. Improved brand perception.

Automotive 260

Automotive Management Social Media Feedback 260

Call Experts

DECEMBER 29, 2022

Welcome to a roundup of our top-performing customer service blogs of 2022! Blogging is a powerful way to share ideas, trends, and strategies in your industry. The best blogs are not only informative but also fun to read. Call Experts Top 5 Customer Service Blogs of 2022 . Read more at this blog !

Customer Service 52

Customer Service Contact Center Customers Trends 52

Calabrio

NOVEMBER 25, 2020

Complacency is not an option as agents, supervisors and contact center managers are forced to become more strategic, taking on increasingly critical new responsibilities to deliver engaging customer experiences. In short, agents, supervisors and contact center management can make better, more strategic decisions.

Contact Center 130

Contact Center Self Service Analytics Banking 130

Comm100

FEBRUARY 15, 2022

These automation tools have been around for decades at this point, but only recently have they become sophisticated enough (in large part thanks to machine learning) to be useful for most companies. In many cases, chatbots can direct customers to FAQ pages, knowledge bases, or other self-service solutions.

Self Service 130

Self Service Consumers Customer Service Social Media 130

ShepHyken

FEBRUARY 9, 2018

While product knowledge may be vital to providing good customer service, the ability to communicate with customers is just as important. Provide necessary tools. Employees are only as productive as the available tools allow them to be. If you are not a great communicator, you will probably not go far in customer service.

Customer Service Training 151

Customer Service Training Training Brands Customer Service 151

GetFeedback

JANUARY 24, 2019

In order to meet this demand, your team needs modern customer support tools that aid their efforts in providing the best customer experience possible. These tools prevent lost tickets, facilitate better communication, and ultimately make it possible for you to deliver the best customer experience you can. Robust customer survey tools.

Tools 210

Tools Self Service Customer Experience Net Promoter Score 210

Kayako

MAY 13, 2022

A customer self-service portal is an important tool for improving customer satisfaction and increasing loyalty. A well-managed customer community can increase customer loyalty and convert some engaged customers to brand evangelists. Blog posts. An interface that makes it easy to create articles for the knowledge base.

Self Service 275

Self Service Knowledge Base e-support Policies 275

NobelBiz

MARCH 24, 2022

ACD is the primary characteristic that separates a telephone system from a switchboard, which lacks this functionality and call center software, which requires a dynamic and efficient automated call distribution system to manage a large volume of calls with limited resources. What are the technologies your call center needs for call queueing?

Contact Center 52

Contact Center Call Center Poor Customer Service System 52

ShepHyken

SEPTEMBER 13, 2019

Businesses constantly try to improve the customer experience they deliver through new approaches, tools and strategies. . Be Confident and knowledgeable. In the event you’re lacking the knowledge required to respond to a query, take the time to research the topic and find the best possible answer. . Be sure of your answers.

Customer Experience 108

Customer Experience Self Service Knowledge Base Communication 108

Uniphore

JUNE 10, 2021

We polled attendees of our Knowledge Management Vs. Knowledge Automation webinar on how they viewed agent onboarding. 4 Ways Knowledge Management is Failing Your Call Center. In conclusions, having access to better tools—including intelligent automation—can lead to better interactions. Try Demo Now.

Call Center 246

Call Center Self Service Contact Center Case Study 246

NobelBiz

FEBRUARY 27, 2024

When companies implement specific tools and best practices, they can significantly improve their customer experience (CX), increase agent performance, and ensure high-quality service. This article delves into the essential aspects of call center optimization, including the tools and best practices that can drive performance improvements.

Call Center 105

Call Center Tools Contact Center Net Promoter Score 105

SurveySparrow

APRIL 21, 2024

But then came low code tools, which significantly made it easier for users. Now, it’s the age of no-code tools. Literally, anyone can use these no-code software tools. That’s what these tools can do. With that said, let’s take a look at some of the best no-code tools every business should have.

Tools 52

Tools Ecommerce Survey Analysis 52

Comm100

JANUARY 17, 2024

At its core, it involves using software, AI, and other digital tools to automate customer service processes, thereby enhancing efficiency and customer experience. They can also be launched within a couple of hours with no coding knowledge and require very little maintenance.

Customer Service 187

Customer Service Chatbots Technology Interaction 187

Comm100

MARCH 21, 2023

One of the ways that organizations are working to keep agents happier is by introducing better tools that help to reduce overly repetitive work. This lets customers reach out on their preferred channel – live chat, email, phone, SMS, or social media – while making it easy for teams of any size to manage every query.

Self Service 167

Self Service Customer Service Strategy Omni-Channel 167

Totango

MAY 13, 2022

In this blog, we’ll provide a guide to choosing the right digital engagement platform for your business needs. Finally, we’ll look at six of the best customer engagement tools and how you can use them to promote better interactions with your customers. Learning management system (LMS) platforms. LMS Tools: Lessonly.

Customer Engagement 103

Customer Engagement Tools Engagement Knowledge Base 103

ShepHyken

NOVEMBER 23, 2018

Personal tastes vary in how individuals rank these elements in order of importance, but specifying them allows companies to deliberately improve their support setup over time – be it through tools, people, or organization. A clear structure allows the customer to break up your explanation into manageable chunks. Element #1: Fast.

Self Service 105

Self Service Effort Score Guidelines Tips 105

ShepHyken

NOVEMBER 30, 2018

Are the tools easy to use? By establishing metrics for factors like “time spent in the knowledge base,” “screens to resolution,” or “questions to authentication,” you will learn what agents experience when supporting customers. This knowledge will, in turn, allow you to optimize backend tools and technologies.

Omni-Channel 94

Omni-Channel Self Service Policies Abandon Rate 94

SuiteCX

JANUARY 29, 2021

Two employees were ready to report to me on day one: a seasoned program manager and a customer advocate. My program manager already had CX chops, so I enlisted him to help me sketch out the other pillars. With VOC and cross-functional program management already established, I turned to the next two pillars.

Customer Journeys 162

Customer Journeys How To Insurance Call Center 162

Comm100

JANUARY 21, 2021

There are many digital customer service tools for small businesses to choose from, but there’s only one that stands out with real-time, accessible, and cost-effective support – and that’s live chat. Live chat software is a tool used to offer real-time support to website visitors. What is live chat? . Hopefully the former!).

Video 246

Video Social Media Software Knowledge Base 246

Uniphore

JULY 21, 2021

Why are so many knowledge bases inefficient to use when contact centers invest so much money in them? How can organizations more effectively direct customers to the knowledge they’re looking for? That’s simply too much time and a large portion of the blame lies with poor knowledge base management.

Self Service 130

Self Service Customer Service Management Knowledge Base 130

Uniphore

JUNE 16, 2021

Your Knowledge Base is Hurting Your Agents. Agents are forced to consume extensive repositories of knowledge in extremely short periods of time and try their best to retain relevant insights for just the right customer interaction. .”) Call Center Life: Buried Alive in Knowledge. Read on to learn why. ”) The result?

Contact Center 204

Contact Center Training Call Center How To 204

TechSee

JULY 17, 2023

Language Models (LLMs) have emerged as a powerful tool with the potential to revolutionize customer service, automating responses, personalizing experiences, and enhancing operational efficiency. In this blog post, we will explore the five key obstacles service leaders face when integrating LLMs and offer practical advice on overcoming them.

Training 109

Training Interaction Chatbots Customer Centricity 109

TechSee

JUNE 16, 2022

At Miele, Eric is also accountable for the management of escalation departments, offline processes, e-care solutions, national call center consolidation, multi-product services, upselling / cross selling and re-defining the consumer experience. Paul Husar, Senior Call Center Manager at LG Electronics. Follow on LinkedIn.

Customer Service 251

Customer Service Contact Center Chief Customer Officer Call Center 251

Comm100

AUGUST 8, 2022

These bots are “trained” from existing reference materials like a knowledge base or FAQ bank. With a well-established knowledge base integrated, the chatbot can follow a pre-defined conversation flow based on rules to serve up an answer. This is an AI-powered tool to help agent responses to customers. Types of chatbots.

Chatbots 194

Chatbots Customer Service Knowledge Base Social Media 194

Totango

NOVEMBER 27, 2023

This shift presents a compelling opportunity for B2B enterprises to invest in tailor-made tools for their post-sales organizations and customer success (CS) teams. Offer self-service functionalities through community and knowledge centers. Deliver in-app guidance and content aimed at prioritizing user adoption.

Report 91

Report Trends Customer Success Self Service 91

Call Experts

APRIL 8, 2024

As a result, for those looking to ensure seamless operations and superior customer service, many companies are deciding to use a call center for utilities as it has proven itself to be quite a powerful tool. In this blog, we’ll explore the topic of using a call center for utilities and how it can enhance the overall customer experience.

Contact Center 52

Contact Center Self Service Multi-Channel Customer Service 52

Gainsight

DECEMBER 10, 2018

Before you say, “ thank u, next ” to 2018, check out Gainsight’s top blog posts, webinars, and resources of 2018. Top 5 Customer Success Blog Posts of 2018. Click here to read the blog. Click here to read the blog. This blog post covers the six metrics every Customer Success professional needs to know.

Customer Success 71

Customer Success Net Promoter Score Chief Customer Officer Metrics 71

SurveySensum

JANUARY 5, 2024

Their insights revealed a surge in “workout plans” and “nutrition tips” queries on their knowledge base. These VoC insights are a powerful tool that unlocks what they love, want, and truly feel about products or services. But the challenge is – How do we gather these VoC insights from the knowledge base?

Knowledge Base 52

Knowledge Base Strategy e-support User Experience 52

AWS Machine Learning

JUNE 13, 2023

is a pioneering partner in the field of data utilization, helping companies create business and improve their management through the use of data. This post discusses how to structure internal knowledge sharing using Amazon Kendra and AWS Lambda and how Amazon Kendra solves the obstacles around knowledge sharing many companies face.

Chatbots 78

Chatbots User Experience System Study 78

Totango

NOVEMBER 1, 2021

Belinda Brooks, Customer Success Director at On24, talked about her experience leading a well-established CS team, while Maya Zippel, Enterprise Customer Success Manager at WalkMe, spoke from her perspective of leading a CS team that is just getting off the ground. 5 Key Takeaways. Need help leading your CS team?

Customer Success 98

Customer Success Tips Guidelines Leadership 98

BirdEye

MARCH 29, 2024

In a recent survey of our expansive network of over 150,000 customers, it was discovered that 81% of businesses manage their social media strategies at the corporate level. That’s why we’ve created this blog that features seven networks that every realtor should be a part of.

Social Media 59

Social Media Tips Sales Advertising 59

LiveChat

JANUARY 3, 2019

It was a good year for the LiveChat blog. We’ve featured posts of many great content writers and shared tons of knowledge with you. Our blog was visited every month by over 100k visitors , who spend 8 minutes on each page on average. Let me proudly present a list of 12 killer posts we’ve published this year on LiveChat Blog.

Case Study 59

Case Study Chatbots Study Tips 59

ShepHyken

JULY 6, 2018

Product knowledge. Contests can last for as little as an hour, such as when a regional manager visits a store location, or as long as one month. Sales contests are tools you can use to align staff around store or company goals. Sales revenue. Promotions. High-margin products. New product lines. Loyalty and rewards programs.

Sales 71

Sales Net Promoter Score Customer Experience Effort Score 71

ShepHyken

NOVEMBER 23, 2018

Personal tastes vary in how individuals rank these elements in order of importance, but specifying them allows companies to deliberately improve their support setup over time – be it through tools , people, or organization. A clear structure allows the customer to break up your explanation into manageable chunks. Element #1: Fast.

Self Service 67

Self Service Effort Score Guidelines Tips 67

SurveySensum

OCTOBER 12, 2023

But like every other customer feedback tool, InMoment also has some drawbacks that have encouraged users, such as yourself, to look for InMoment alternatives. So, with this blog, we will talk about the top 7 InMoment alternatives and competitors that you can explore for effective feedback management.

Comparison 52

Comparison Knowledge Base Gamification NPS 52

COPC

JUNE 9, 2023

This blog article discusses the importance of employing multiple types of AI, implementing effective controls and guardrails, and adapting specific roles within the CX organization. Conversation analytics, speech analytics, sentiment analysis and automated quality assurance are tools used in analytical AI.

Industry 114

Industry Customer Experience Analytics Training 114