Comm100

APRIL 22, 2024

The productivity of your customer service agents directly impacts your company’s success. This can directly lead to improved customer satisfaction, increased sales, and more repeat business. These issues can cause burnout and reduce efficiency, negatively affecting customer service outcomes.

How To 130

How To Chatbots Omni-Channel Social Media 130

Comm100

OCTOBER 17, 2023

Businesses today thrive on efficiency, and the customer service domain is no exception. With the rise of technology, businesses have started to adopt customer service automation software to scale their operations without ballooning headcount. What is customer service automation software?

Software 182

Software Chatbots Customer Service Knowledge Base 182

C3Centricity

JANUARY 16, 2024

Everyone is talking about the importance of customer centricity. But they should be actioning quantum customer centricity! Many people think that customer centricity is the same as customer experience. But there is a big difference between talking about putting the customer first and doing so.

Customer Centricity 226

Customer Centricity Customer Experience Customer Journeys Touchpoint 226

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. We know a seamless outsourcing transition is essential for maintaining operational efficiency and customer satisfaction, and you need to go on the transition journey with a team of people you barely know.

Customer Care 177

Customer Care How To Sports Case Study 177

Comm100

MARCH 20, 2024

How to Improve Trust in Government – 4 Essential Communication Strategies When exploring how to improve trust in government, it’s crucial to be realistic and pragmatic with results. Bridging this gap and managing expectations is a continuous challenge – but one that digital communication can significantly improve.

Government 188

Government Communication Self Service Chatbots 188

Comm100

MARCH 6, 2024

Gone are the days when customers could only get slow and often frustrating support via email or phone. And far gone are the days when agents had little to no information about the customer they were speaking to and were restricted to serving one user at a time. This data can reveal common customer issues, preferences, and trends.

Abandon Rate 227

Abandon Rate Chatbots Customer Service Representative Knowledge Base 227

AWS Machine Learning

APRIL 8, 2024

At AWS re:Invent 2023, we announced the general availability of Knowledge Bases for Amazon Bedrock. With Knowledge Bases for Amazon Bedrock, you can securely connect foundation models (FMs) in Amazon Bedrock to your company data using a fully managed Retrieval Augmented Generation (RAG) model.

Knowledge Base 108

Knowledge Base Strategy Examples Meeting 108

AWS Machine Learning

APRIL 9, 2024

With Knowledge Bases for Amazon Bedrock , you can securely connect foundation models (FMs) in Amazon Bedrock to your company data for Retrieval Augmented Generation (RAG). This allows you to customize the amount of background information provided for generation, thereby giving more context for complex questions or less for simpler questions.

Knowledge Base 118

Knowledge Base Financial Examples Comparison 118

Comm100

JANUARY 17, 2024

Lean into Automation – Transforming Customer Service with AI & Human-Bot Harmony In a world where immediacy and personalization have become the cornerstones of brand communication, the realm of customer service is undergoing a revolutionary transformation. How does it benefit organizations and customer experience?

Customer Service 187

Customer Service Chatbots Technology Interaction 187

Uniphore

JUNE 10, 2021

When the whole world went remote, people started calling in in record numbers, forcing businesses to reassess their customer service game. Along the way, we learned a lot about the obstacles customers and agents face today. We gathered these insights from 12 months of webinars and roundtable discussions with our customers.

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. It represents a holistic approach that is aimed at transforming call center functions into a streamlined, customer-focused powerhouse.

Call Center 105

Call Center Tools Contact Center Net Promoter Score 105

TechSee

JUNE 29, 2023

AI is rapidly becoming a critical tool in customer service. While initial conversations now focus on improving chatbots with large language models (LLMs) like ChatGPT, this is just the start of what AI can and will offer. AI will streamline, augment and, in many cases, automate the customer experience and improve customer satisfaction.

Chatbots 202

Chatbots Customer Service Customer Service Representative Wait Times 202

TechSee

MARCH 11, 2024

Simply put, Conversational AI enables businesses to harness innovations like Generative AI to automate or augment customer interactions. Conversational AI vs Chabots vs Generative AI Conversational AI and chatbots are both technologies that can enhance customer experience and support, often through a chat-based interface.

Chatbots 124

Chatbots Self Service Culture Virtual Agent 124

TechSee

AUGUST 14, 2023

TechSee’s Annual Influencer List For a second year, everyone at TechSee is proud and excited to share our annual list of influential leaders in the space of digital customer service. Their knowledge and impact is constantly reshaping the service industry. If you missed the 2022 list, you can check it out here.

Customer Service 207

Customer Service Contact Center Customer Centricity Leadership 207

COPC

MARCH 11, 2024

and Centrical have teamed up to present the Improving Contact Center Retention Series, offering strategies to increase call center retention and lower attrition-related expenses. Did we mistake any “experience proxies” for actual skills? Having sales experience does not mean one excels at sales.)

Call Center 98

Call Center Gamification Contact Center Training 98

TechSee

MARCH 7, 2023

Taksina Eammano, EVP & GM Field Service, Salesforce – Taksina is leading the conversation in applying AI and workflow to manage cost and improve field service outcomes while improving customer experience in the SFDC Field Service Customers.

Contact Center 207

Contact Center Leadership Hospitality Chief Customer Officer 207

AWS Machine Learning

APRIL 18, 2024

In this post, we show you how to use LMA with Amazon Transcribe , Amazon Bedrock , and Knowledge Bases for Amazon Bedrock. When you’re done, you’ll wonder how you ever managed without it! You can also create your own custom prompts and corresponding options. You can customize these prompts as well.

Knowledge Base 112

Knowledge Base Meeting Resources Analytics 112

AWS Machine Learning

APRIL 18, 2024

With the newly launched Slack AI —a trusted, native, generative artificial intelligence (AI) experience available directly in Slack—users can surface and prioritize information so they can find their focus and do their most productive work. None of your data is used to train the underlying models.

Multi-Channel 103

Multi-Channel Sports Strategy Data 103

ShepHyken

MARCH 10, 2023

This week, we feature an article by Kathleen White, a business manager who helps organizations improve career opportunities and employee engagement. She writes about how companies can adopt a remote workforce and enhance customer service delivery. But by shifting how you manage your team, these issues can be easily resolved.

Tips 118

Tips Customer Service Company Knowledge Base 118

CSM Magazine

APRIL 17, 2024

Victor Obando, VP of Customer Solutions, ActivTrak Earlier this year the World Bank predicted the global economy would slow for a third straight year in 2024. Tier Your Teams It’s critical to tier your team’s structure based on knowledge, skill and experience.

Customer Service 59

Customer Service Sports Banking Analytics 59

Magellan Solutions

APRIL 11, 2024

million online stores on Shopify , excellent customer service is crucial to standing out. With Shopify telephone support, you can elevate your customer experience and ensure shopper satisfaction, making your store a preferred choice among millions of others. Hey there, fellow Shopify merchants! With over 1.75

e-support 95

e-support Net Promoter Score Training Policies 95

CSM Magazine

FEBRUARY 27, 2024

In the changing world of business today, staying competitive requires a grasp of market trends, customer preferences and industry insights. To succeed in this landscape, companies must have a knowledge management system that allows them to gather, analyse and utilise information effectively.

Innovation 52

Innovation Social Media Trends Industry 52

COPC

JANUARY 15, 2024

has partnered with Centrical to bring you the Improving Contact Center Retention Series, where we explore how organizations can reduce early attrition. Every part of the employee experience matters, yet new hire onboarding  is an especially critical period. Onboarding is a “danger zone” for attrition.

Employee Engagement 78

Employee Engagement Contact Center Training Call Center 78

Beyond Philosophy

FEBRUARY 10, 2022

I am surprised daily about how many organizations can’t articulate how their improvement in various experience measures, like Net Promoter Score® , will benefit the organization. This connection is essential to understand to create a winning customer strategy. . The same is true for customer data.

Measurement 167

Measurement Customer Experience Net Promoter Score Effort Score 167

AWS Machine Learning

OCTOBER 31, 2023

This post was co-written with Anthony Medeiros, Manager of Solutions Engineering and Architecture for North America Artificial Intelligence, and Blake Santschi, Business Intelligence Manager, from Schneider Electric. In particular, they are routinely used to store information related to customer accounts.

System 104

System Healthcare Analytics Examples 104

ShepHyken

JANUARY 29, 2024

This episode of  Amazing Business Radio with Shep Hyken  answers the following questions and more:    What are the challenges in creating a more customer-centric culture? How can leaders support employees in executing customer-centric initiatives? Break down silos and encourage collaboration to deliver amazing customer experiences.

Customer Experience 95

Customer Experience Customer Centricity Culture Leadership 95

ClearAction

APRIL 16, 2024

8 Voice of Customer Keys to CX ROI Lynn Hunsaker Voice of Customer is the basis for customer-centricity. Whatever is out of sync with customers costs you a lot in tied-up resources and lost opportunities. Therefore, Voice of Customer should be very good at driving changes to the business, accordingly.

Voice of Customer 62

Voice of Customer ROI Customer Centricity Return on Investment 62

COPC

JUNE 9, 2023

Artificial intelligence (AI) is rapidly transforming the customer experience (CX) industry, offering businesses new opportunities to enhance their operations. So, let’s embark on this AI-powered journey together and unlock the true potential of customer experience. Nexcom A/S and COPC Inc. Nexcom A/S and COPC Inc.

Industry 114

Industry Customer Experience Analytics Training 114

ShepHyken

AUGUST 31, 2023

They write about how improving customer journeys increases business growth. Consistently improving the customer journey and user experiences can help you attract and retain loyal customers. Consistently improving the customer journey and user experiences can help you attract and retain loyal customers.

Customer Journeys 129

Customer Journeys Net Promoter Score Touchpoint Customer Satisfaction 129

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

ECXO

APRIL 18, 2024

posts header on ECXO The Story of Jose – A Tale About Customer Experience Once upon a time in the bustling city of Metropolis, there was an extraordinary lion named Jose. Though TechEase was renowned for its innovative products, it was infamous for its lack of customer-centric culture.

Customer Experience 97

Customer Experience Customer Centricity Chief Customer Officer Culture 97

NobelBiz

DECEMBER 11, 2023

Call flows play a vital role in seamlessly directing customer calls to the right place within your organization. They act as pathways that guide calls from the very beginning to a successful resolution, ensuring a seamless and efficient customer experience. Queue management includes hold music or comfort messages.

Call Flow 106

Call Flow Customer Experience Contact Center Call Center 106

AWS Machine Learning

SEPTEMBER 28, 2023

Enterprises today face major challenges when it comes to using their information and knowledge bases for both internal and external business operations. With constantly evolving operations, processes, policies, and compliance requirements, it can be extremely difficult for employees and customers to stay up to date.

Knowledge Base 99

Knowledge Base Chatbots Self Service System 99

SurveySensum

JANUARY 5, 2024

Their insights revealed a surge in “workout plans” and “nutrition tips” queries on their knowledge base. It helped the company enhance overall satisfaction and create a more personalized and efficient fitness experience. 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

Eptica

JANUARY 13, 2023

As companies increasingly adopt Microsoft Teams, how can they integrate call recording with the platform? As companies increasingly adopt Microsoft Teams, how can they integrate call recording with the platform? Find out by reading our latest blog post on our parent company Enghouse Interactive’s website.

Call Recording 105

Call Recording Tips Interaction System 105

ShepHyken

SEPTEMBER 3, 2021

This week we feature an article by Apira Giriharan, a Marketing Manager from Blackchair with extensive knowledge of all matters related to CX solutions. She writes about how contact center agents can maximize productivity and provide a better customer experience. What is a CX management platform?

Customer Experience Management 144

Customer Experience Management Management Customer Experience Contact Center 144