ShepHyken

MAY 10, 2021

Each week I read a number of customer service and customer experience articles from various resources. 8 Ways to Win Customer Loyalty With Streamlined Customer Support by Samuel O’Brien. Customers are enjoying self-service options, so give them what they want. Follow on Twitter: @Hyken.

Customer Service 155

Customer Service Net Promoter Score Self Service Knowledge Base 155

ShepHyken

JANUARY 18, 2021

Each week I read a number of customer service and customer experience articles from various resources. 21 Tips for 2021 Customer Experience Excellence by Lynn Hunsaker. ClearAction) Here are 21 tips for achieving 2021 customer experience excellence in these areas and beyond. by Tracey Ruff.

Self Service 127

Self Service Customer Service Customer Journeys B2B 127

TechSee

APRIL 21, 2021

According to a 2021 survey, 65% of U.S. Next-step suggestion: Consider implementing a pilot program to determine how collaboration between customer service agents and subject matter experts can improve service, based on KPIs such as CSAT and FCR rates. Computer Vision AI-Based Self-Service.

Call Center 136

Call Center Self Service Innovation Contact Center 136

ShepHyken

APRIL 5, 2021

Each week I read a number of customer service and customer experience articles from various resources. Balancing Humanization and Digitization: 3 Key Customer Service Trends by Jordy Leiser. Here are three customer service trends brands should prepare for in 2021. Start listening today!

Customer Service 124

Customer Service Self Service Contact Center Tips 124

ShepHyken

JULY 12, 2021

Each week I read many customer service and customer experience articles from various resources. The Top Customer Service Trends: Digital Channels Overtake Service Options by Phillip Britt. Customer Service Competency Class Now a Requirement for Fordham Admission by Isabella Scipioni.

Customer Service 127

Customer Service Self Service Retail Entertainment 127

ShepHyken

JANUARY 6, 2021

Every year I write my customer service and customer experience (CX) predictions in my Forbes.com column. So, here are my Top 10 Predictions for 2021: Customers continue to get smarter. Our customers keep getting smarter about customer service and experience. Customers are becoming impatient.

Self Service 170

Self Service Chatbots Customer Relationship Management Customer Service Training 170

Bold360

FEBRUARY 23, 2017

The financial services industry is changing and developing at a ferocious pace, and 2017 is expected to be a year of growth, at least for those companies able to provide their customers with access to the best technology available to assist them throughout their online journey. The Need for More Personalization in Financial Services.

Self Service 63

Self Service Financial Banking Exercises 63

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. 25% Lack of self-service options. Use Self-Service to Handle High Call Volume. Direct your Callers to Effortless Digital Customer Service With Visual IVR.

Call Center 246

Call Center Self Service Contact Center Case Study 246

ShepHyken

NOVEMBER 21, 2023

Top Takeaways: Self-service is becoming more than just enabling customers to attempt to resolve their own issues. The lockdown has changed our customers’ perspective on how they want to spend their time. Organizations need to focus on personalization and customer control in self-service experiences.

Self Service 91

Self Service Knowledge Base Chatbots Tools 91

ShepHyken

FEBRUARY 8, 2021

Each week I read a number of customer service and customer experience articles from various resources. Make Every Day Valentine’s Day by Showing Love and Empathy to Customers by Janelle Estes. 4 Ways Customer Experience Will Change in 2021 by Inge De Bleecker. Here are my top five picks from last week.

Customer Service 97

Customer Service Self Service B2B Retail 97

ShepHyken

DECEMBER 6, 2021

Each week I read many customer service and customer experience articles from various resources. 3 Ways to Move From Customer Service to Customer Care by Patrick McCullough. Destination CRM) What’s the difference between customer service and customer care? How about “customer care?”

Self Service 67

Self Service Customer Service Chatbots Customer Care 67

Inbenta

JANUARY 25, 2021

Luckily, technology keeps on adapting to help deliver tools that can make customer experience (CX) a truly seamless experience for companies and consumers. So what are the trends that will shape CX in 2021 that organizations need to know in order to win customers’ business? Customer service goes remote.

Trends 97

Trends Self Service Customer Experience Omni-Channel 97

Eptica

OCTOBER 22, 2021

Date: Friday, October 22, 2021 Author: Pauline Ashenden - Demand Generation Manager The five customer service learnings we can all take from Amazon. Published on: October 22, 2021. And much of this success has been built on valuing customers and ensuring they are at the heart of virtually every business decision.

Self Service 103

Self Service Customer Service Customers Industry 103

ShepHyken

OCTOBER 11, 2021

Each week I read many customer service and customer experience articles from various resources. 4 Ways to Level Up Your Customer Service in 2021 by Reuben Yonatan. Fast Company) Providing exceptional customer service is a tried and tested way for brands to stand out and succeed. Same for CX.

Customer Service 73

Customer Service Hospitality Rewards Programs Self Service 73

TechSee

MARCH 10, 2021

Remote visual engagement goes way beyond just ‘seeing what your customer sees’ – it’s an enabler and connector for digital transformation. In 2021, remote support has become a standard in customer service and is here to stay. But the organization benefits as well.

Self Service 109

Self Service Customer Service Video Engagement 109

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. As the Head of Customer Support and Engagement at HotDoc, she is responsible for leading the customer support and engagement strategy.

Customer Service 207

Customer Service Contact Center Customer Centricity Leadership 207

Upstream Works

DECEMBER 16, 2020

CX leaders must recognize that digital customers are enabled and empowered in ways that analog technologies cannot fully address. If you don’t speak their language, they won’t remain customers much longer. Part of that language is the expectation for digital self-service options, like AI-powered chat bots.

Customer Journeys 78

Customer Journeys Chatbots Self Service Contact Center 78

Interactions

JUNE 17, 2021

But, we’re halfway through 2021 and it only feels right to do a check-in on where we stand with the evolution of contact centers and changes to customer experience. . Forbes published 11 CX related Predictions for 2021 late last year. Customer Service will get Increasingly Conversational”. Where did that leave us?

Self Service 62

Self Service Contact Center Touchpoint Trends 62

ShepHyken

MARCH 1, 2021

Each week I read a number of customer service and customer experience articles from various resources. Three Common and Enormous Mistakes Companies Make with Customer Experience (CX) Programs by Augie Ray. Biggest Pitfalls with Customer Service AI…. Here are my top five picks from last week.

Customer Journeys 80

Customer Journeys Customer Service e-support Self Service 80

TechSee

FEBRUARY 1, 2021

No longer limited to providing basic phone and Internet service, the telecom industry is at the epicenter of technological growth, led by its mobile and broadband services in the Internet of Things (IoT) era. This growth is expected to continue: the IoT telecom services market was estimated to grow from $2.90

Trends 107

Trends Industry Telecommunications Chatbots 107

TechSee

DECEMBER 16, 2021

In the last few years, the customer service industry has been upended by a combination of new pandemic-driven ways of working, the growing trend of digital transformation, and the continuously rising bar for positive customer service experiences.

Call Center 124

Call Center Trends Self Service Contact Center 124

Uniphore

JUNE 22, 2021

You listen to your customers on social media. Do you listen to your customer service employees? You’ll see what we mean when you check out the videos and comics in Jacada’s Call Center Life: 2021 Edition. Jacada's Call Center Life: 2021 Edition. 4 Your Employees Can’t Take it Any More.

Call Center 219

Call Center Self Service Social Media Contact Center 219

Kustomer

JANUARY 7, 2022

Transparency, communication and proactive solutions are able to go that extra mile even in the event of an unexpected complication with an order or service. Let’s check out some clear ways to deliver exceptional customer service in an extraordinary holiday climate. Why Holiday Customer Self-Service Matters.

Self Service 98

Self Service Social Media How To Chatbots 98

Uniphore

DECEMBER 17, 2021

on a 100-point scale for customer satisfaction, which Forrester categorizes as an “OK” rating. What’s the key to driving improved customer satisfaction? Out of six categories included by Forrester, customer service is the number one driver. Understanding Customer Service Challenges for U.S.

Self Service 130

Self Service Healthcare Contact Center Effort Score 130

Eptica

NOVEMBER 19, 2021

Date: Friday, November 19, 2021 Author: Pauline Ashenden - Demand Generation Manager The secrets to driving up First Contact Resolution rates. Published on: November 19, 2021. Author: Pauline Ashenden - Demand Generation Manager Today, customer service is central to differentiating your company. Share this page on: Tweet.

Self Service 126

Self Service Metrics Interaction Customer Service 126

GlowTouch

DECEMBER 10, 2020

Share this entry Share on Facebook Share on Twitter Share on Pinterest Share on LinkedIn Share by Mail Customer Service Trends for 2021. Did you know… that one of the fastest-growing career fields is Customer Success Manager? Customer service is more than problem-solving. Why does this matter? Tonya Morgan.

Trends 52

Trends Customer Service Self Service Contact Center 52

TechSee

APRIL 26, 2021

On the one hand, every business needs to save money and customer service is generally the first on the chopping block. A January 2021 survey found that 65% of U.S. A January 2021 survey found that 65% of U.S. A majority (52%) of these consumers prefer to get remote support from customer service agents.

Contact Center 109

Contact Center Self Service Call Center Multi-Channel 109

TechSee

JUNE 16, 2022

As companies embrace the digitization of customer support, the new standard is much more than a phone conversation with a call center representative or a visit from a field agent. This list is an homage to the business leaders and influencers pushing the envelope when it comes to innovation in customer experience. Follow on LinkedIn.

Customer Service 251

Customer Service Contact Center Chief Customer Officer Call Center 251

Eptica

JANUARY 5, 2021

Date: Tuesday, January 5, 2021 Author: Pauline Ashenden - Demand Generation Manager Reviewing 2020 – our top blog posts from last year. Published on: January 05, 2021. Why creating empathy in your customer service is so hard. Delivering impactful results from your Voice of the Customer programme. Read the full?blog

Self Service 104

Self Service Trends Video Interaction 104

CSM Magazine

MARCH 13, 2024

Activewear brand, Sweaty Betty, has achieved transformational success by partnering with customer experience (CX) experts Sabio Group to overhaul its customer service experience. Overall, the enhancements empowered customers to engage with the brand on their channel of choice – whether self-service, email, web or chat.

Omni-Channel 52

Omni-Channel Groups Self Service Customer Experience 52

Help Scout

JUNE 8, 2021

Artificial intelligence (AI) shows incredible promise in 2021, but the experience of interacting with an AI chatbot is more like talking to a distracted toddler than it is to Tony Stark’s Jarvis. Still, using AI chatbots for customer service makes plenty of sense. Can create poor customer experiences.

Chatbots 144

Chatbots Self Service Knowledge Base Tools 144

CSM Magazine

DECEMBER 2, 2020

Magnus Geverts at Calabrio sums up the lessons learned and reveals his top 3 predictions for 2021. . In contact centres, more employees than ever before now work remotely while customer expectations have risen to their highest levels since Internet connectivity and the smartphone revolution first transformed everything.

Self Service 72

Self Service Analytics e-support Competitive Advantage 72

ShepHyken

FEBRUARY 12, 2021

According to Deloitte’s 2019 Global Call Center Survey , customer service topped the agenda for most firms. 85% of respondents believed that the customer experience was vital to success. 78% of participants believed that improving customer service came a close second. Customer Support Channels to Develop in 2021.

Social Media 111

Social Media Chief Customer Officer Call Center Video 111

Eptica

APRIL 16, 2021

Date: Friday, April 16, 2021 Author: Pauline Ashenden - Demand Generation Manager Reducing incoming call volumes while increasing customer satisfaction. Published on: April 16, 2021. How to build mental muscle memory for customer service success. Share this page on: Tweet.

Customer Satisfaction 72

Customer Satisfaction Self Service Chatbots Knowledge Base 72

CSM Magazine

JANUARY 13, 2022

Yet with 55% of contact centre professionals envisioning that fewer staff will be employed within contact centres within the next five years as a result of technology adoption, reassurances will need to be provided to customers on the security measures that are in place, to ensure trust is maintained. The research was fielded in 2021.

Consumers 52

Consumers Self Service Survey Customer Service 52

CSM Magazine

JANUARY 17, 2022

As a customer service manager, you’ve got to be on top of your game to deliver solid results. From supervising employees, monitoring customer feedback to integrating new ways to retain existing customers, you wear a lot of hats on the job. Read further for the top trends in the customer service industry for 2022.

Trends 52

Trends Self Service Industry Customer Service 52

ShepHyken

NOVEMBER 4, 2022

This week, we feature an article by Baphira Wahlang Shylla, a digital marketer at Knowmax , a SaaS company that provides knowledge management solutions for various industries that are seeking to improve their customer service metrics. She shares how BPOs can enhance your customer experience.

Self Service 65

Self Service Customer Experience Multi-Channel Call Center 65