Blake Morgan

OCTOBER 24, 2023

                           Customer service is a big part of the customer experience, and the contact center is a critical focal point for direct interaction with customers. One of the biggest things Brad has noticed in his career is that contact centers are often underfunded and under-appreciated.

Contact Center 52

Contact Center Customer Experience Comparison Resources 52

TechSee

JUNE 10, 2021

Of course, in-person contact puts employees and customers at risk. But even though a large proportion of truck rolls are non-value-added activities and a tremendous waste of resources, these dispatches remain a fact of life for service organizations. It’s no secret that truck rolls are a necessary evil for the service industry.

Self Service 207

Self Service Innovation Analytics Transportation 207

Magellan Solutions

APRIL 22, 2024

In the digital age, a safe online community is very important. One way to do this is content moderation. This assures that user-generated content (UGC) meets guidelines and sets community standards. This article will delve deeper into content moderation, the types of content moderation, the tools used in the process, and everyday challenges.

Tools 52

Tools Tips Guidelines User Experience 52

ShepHyken

JANUARY 7, 2024

Each week, I read many customer service and customer experience articles from various resources. My Comment: Let’s kick off this week’s “Top Five” with a trends report from Deloitte. Here are my top five picks from last week. I have added my comments about each article and would like to hear what you think too.

Customer Service 66

Customer Service Loyalty Programs Contact Center Financial 66

TechSee

MAY 4, 2021

According to Aspect Software , while 16% of customer service agents currently work in the gig economy as “on-demand” agents, 41% of all agents and 51% of Millennial agents said they would be interested in an on-demand job in the future. . The Gig Economy – Work On-Demand. There is no doubt that the gig economy is growing.

Customer Service 182

Customer Service Contact Center Call Center Retail 182

CSM Magazine

OCTOBER 17, 2023

Hybrid working and Artificial Intelligence (AI) are revolutionising the role of the agent worldwide but UK contact centres believe it takes more than technical training to build a highly effective team. With that in mind, how do contact centre leaders prepare their frontline teams for future success? If so, why?

Self Service 52

Self Service Contact Center Customer Centricity Effort Score 52

TechSee

DECEMBER 10, 2019

They want to help themselves when it’s most convenient to them and if that’s at 2 am when the contact center has gone dark, so be it. Far from becoming disheartened by their customers’ attitudes, call center managers are thrilled by these developments. What is Computer Vision AI? What is Computer Vision AI?

Call Center 136

Call Center Self Service Contact Center How To 136

Call Experts

OCTOBER 5, 2023

Today, customer support plays a pivotal role in maintaining and growing a loyal customer base, enticing many companies to hire a contact center for their answering services. Ultimately, a well-managed contact center can be the lifeline of your customer service operations. Why are Call Centers Important?

Contact Center 105

Contact Center Call Center Guidelines Customer Satisfaction 105

Calabrio

DECEMBER 18, 2020

This data intelligence, in turn, is helping executive leadership to make faster and better business decisions, see new opportunities and even reimagine future directions. Analytics software is helping contact centers tap into that information for a better understanding of customer preferences, expectations and requirements.

Contact Center 162

Contact Center Leadership Self Service Analytics 162

Call Experts

APRIL 8, 2024

Today, customer support plays a pivotal role in maintaining and growing a loyal customer base, enticing many companies to hire a contact center for their answering services. Ultimately, a well-managed contact center can be the lifeline of your customer service operations. Why are Call Centers Important?

Contact Center 52

Contact Center Call Center Guidelines Customer Satisfaction 52

COPC

FEBRUARY 15, 2024

BACKGROUND The COPC Standards Committee is a group of industry leaders composed of the largest buyers and providers of customer experience (CX) operational services, including contact center support. Lastly, it announces the establishment of subcommittees dedicated to continuously evaluating AI utilization.

Contact Center 52

Contact Center Metrics Training Call Center 52

AWS Machine Learning

MARCH 1, 2024

The rise of artificial intelligence (AI) has created opportunities to improve the customer experience in the contact center space. With Amazon Lex bots, you can use conversational AI capabilities to enable these capabilities within your call center.

Chatbots 94

Chatbots Self Service Omni-Channel Contact Center 94

Calabrio

DECEMBER 18, 2020

This data intelligence, in turn, is helping executive leadership to make faster and better business decisions, see new opportunities and even reimagine future directions. Analytics software is helping contact centers tap into that information for a better understanding of customer preferences, expectations and requirements.

Contact Center 130

Contact Center Leadership Self Service Analytics 130

NobelBiz

OCTOBER 31, 2023

In the contact center world, every second counts, and a well-timed response can turn an inquiry into a loyal customer. Understanding this dynamic is crucial, especially when customers are facing their most challenging times. Why Crucial Moments Define Customer Relations Every interaction with a customer is an opportunity.

Call Center 105

Call Center Contact Center Software Contact Center Social Media 105

Magellan Solutions

AUGUST 23, 2023

The marketing landscape is changing due to the evolution of Artificial Intelligence (AI). AI has transformed marketing strategies and is a powerful tool. AI marketing tools are shaping the future of marketing. Initially, AI simplified tasks such as email marketing and social media scheduling.

Tools 98

Tools Marketing Social Media Advertising 98

ShepHyken

JULY 26, 2021

Each week I read many customer service and customer experience articles from various resources. Negative Employee Experiences Can Translate Into Poor Customer Service, Report Says by Emilie Shumway. (HR 15 Ways To Leverage AI In Customer Service by Forbes Business Council. Here are my top five picks from last week.

Customer Service 103

Customer Service Contact Center Customer Retention Poor Customer Service 103

NobelBiz

JUNE 19, 2023

The modern world is centered on the concept of immediacy and the ability to obtain information instantly. By harnessing cutting-edge technology and advanced analytics, call centers can gain valuable insights into their operations as they unfold , making informed decisions in the heat of the moment. What is Real-Time Monitoring?

Call Center 52

Call Center Contact Center First Call Resolution Metrics 52

NobelBiz

JULY 4, 2023

AI in the context of the contact center world isn’t really a ‘wow’ feature anymore. According to a report by Mordor Intelligence , the AI market in call center applications is anticipated to witness a CAGR of 25.8% In today’s competitive business landscape, customer service plays a pivotal role.

Interaction 52

Interaction Call Center Engagement Contact Center 52

West Monroe

SEPTEMBER 17, 2023

Following previously hot consumer pushes in VR and crypto, it’s valid to be skeptical of the most recent fad in the business world: generative artificial intelligence (Gen AI). Seventy percent of organizations are in exploration mode on Gen AI , and that fervor has prompted executives to begin investing in AI for sales solutions.

Sales 52

Sales Marketing How To Effort Score 52

Playvox

APRIL 12, 2022

There’s nothing more important than creating an optimal contact center schedule to ensure you and your agents have the structure you need to provide the best service possible. But have you taken the time to check that your contact center schedule isn’t doing more harm than good? What Is Contact Center Scheduling?

Contact Center 81

Contact Center Tips Software Tools 81

Comm100

JULY 11, 2019

Here’s the plain truth: as real and as revolutionary as the Internet was in the 90s, so will be the case for AI in the coming years, in what’s being hailed as the Fourth Industrial Revolution. AI-powered Chatbots. To be clear, there are chatbots and then there are AI-powered chatbots (read this to understand the difference).

Contact Center 117

Contact Center Chatbots Analytics Effort Score 117

NobelBiz

JULY 10, 2023

The lead generation industry is undergoing a significant transformation thanks to the advent of AI. As we speak, AI-powered solutions are revolutionizing how contact centers identify, engage, and convert leads. By leveraging the power of AI, call centers can unlock a multitude of benefits in lead generation.

Contact Center 40

Contact Center Call Center Industry Chatbots 40

NobelBiz

MARCH 12, 2024

Customer demands are ever-changing and more often than not, they become more and more difficult to keep up with for a lot of businesses. Customers today expect seamless and personalized interactions across all touch points. Disjointed experiences not only frustrate customers but also hinder businesses from nurturing loyalty and trust.

Customer Experience Management 52

Customer Experience Management Omni-Channel Customer Experience Customer Journeys 52

VDS

SEPTEMBER 25, 2023

Customer service teams face the challenge of not only catering to the current needs of their clients but also preparing for future trends and challenges. One solution to keep those teams resilient and adaptable is Genesys Cloud, a powerful customer experience platform designed to future-proof customer service operations.

Customer Service 52

Customer Service Customer Service Strategies Trends Contact Center 52

NobelBiz

MAY 16, 2023

Hosted technology has been available to the contact center industry for several years, although its market penetration has been modest at best. Contact centers around the globe started experimenting with it to address the challenges posed by the pandemic.

Contact Center 52

Contact Center Customer Service Contact Center Software Call Center 52

TechSee

MAY 1, 2018

AI is revolutionizing the way utilities operate, optimize and provide service to their customers. Artificial intelligence (AI) is helping to analyze this data in order to optimize supply-demand ratios, deliver proactive infrastructure maintenance and predict equipment failure. AI in Utilities: The paradox.

Self Service 132

Self Service Analytics Call Center Report 132

Beyond Philosophy

MAY 7, 2022

Customer Science is a vital part of any organization’s future success with their customer experience. The combination of AI, behavioral sciences, and data is a powerful way to gain insight into your customers behavior so you can provide a proactive and perfect experience for them. But how good is the data you are feeding it?

Customer Insights 78

Customer Insights Voice of Customer Insurance Contact Center 78

Blake Morgan

APRIL 19, 2022

A goal of saving the planet for future generations may seem lofty, but it begins with applying the right technology and involving customers. In CX, those two sides are customers and contact center agents. Spera says the best approach is to combine the power of AI with the power of humans for collaborative intelligence.

Company 64

Company How To Contact Center Customer Care 64

Interactions

JULY 2, 2020

Agencies work tirelessly to update day-to-day contact center operations to drive profitability despite a competitive industry landscape. In the latest Financial Hardship report, TransUnion cites that over 58% of US consumers have been financially impacted by COVID-19. But why now?

Virtual Agent 77

Virtual Agent Contact Center Financial Consumers 77

Playvox

JANUARY 12, 2023

No matter where your contact center team is physically located, bringing out their best performance can be a big challenge. Remote and hybrid work are no longer hard-to-find benefits in customer support centers. Remote and hybrid work are no longer hard-to-find benefits in customer support centers. But does it have to?

Contact Center 69

Contact Center Metrics Study eBook 69

ShepHyken

JULY 17, 2023

Each week, I read many customer service and customer experience articles from various resources. That’s the big question we’re exploring here today and in this series of articles that explored how ChatGPT, Google Bard and now Bing AI can assist in customer experience scenarios. Here are my top five picks from last week.

Customer Service 62

Customer Service Chatbots Retail Customer Satisfaction 62

COPC

DECEMBER 23, 2022

We surveyed nearly 6,000 employees across industries at business processing outsourcing (BPO) organizations and in-house contact centers, including work-at-home staff. Employee Engagement Research, Global Report. These values then become woven into every aspect of the organization and from all levels of management. .

Employee Engagement 87

Employee Engagement Engagement Company Contact Center 87

ShepHyken

OCTOBER 26, 2020

Each week I read a number of customer service and customer experience articles from various resources. For those solely focused on customer service and experience, pay attention to the comments about AI, chatbots and virtual assistants. Here are my top five picks from last week. Just look at this group of predictions from Forrester.

Customer Service 88

Customer Service Contact Center Customer Centricity B2B 88

Kustomer

JULY 12, 2022

Omnichannel support is the future of customer service in CRM. The concept of omnichannel customer experience (CX) has been simplified over time. Many brands and customer support teams believe that omnichannel support is simply communicating with customers on every channel, but it’s much more than that. What Is Omnichannel Customer Support?

Omni-Channel 98

Omni-Channel CRM Culture Training 98

SurveySparrow

JANUARY 9, 2024

Using AI tools for market research is a game changer. This blog will look into the top AI market research tools, their features, and pricing! But, before that… What is an AI Market Research Tool? An AI market research tool is like having an advanced assistant for businesses that seek comprehensive insights.

Tools 52

Tools Marketing Strategy Analysis 52

Interactions

JULY 2, 2020

Agencies work tirelessly to update day-to-day contact center operations to drive profitability despite a competitive industry landscape. In the latest Financial Hardship report, TransUnion cites that over 58% of US consumers have been financially impacted by COVID-19. But why now?

Virtual Agent 62

Virtual Agent Contact Center Financial Consumers 62

Magellan Solutions

FEBRUARY 5, 2024

24/7 Support and Virtual Teams An advanced technology call center enables 24/7 global support with virtual teams. Flexibility and Scalability Outsourcing offers flexible and cost-effective IT resource management. Did you know? Outsourcing IT operations boosts growth and cuts organizational costs by emphasizing the strategic benefits.

Competitive Advantage 52

Competitive Advantage Innovation Government Resources 52