ShepHyken

MARCH 25, 2024

Each week, I read many customer service and customer experience articles from various resources. According to an article in Craving Tech, organizations that have integrated this new technology into their operations saw a 25% boost in customer satisfaction in 2023. Here are my top five picks from last week.

Hotels 76

Hotels Loyalty Programs Customer Service Hospitality 76

InMoment XI

FEBRUARY 7, 2024

According to a recent report, 81% of consumers plan to travel the same amount or more in 2024, compared to 2023. It’s a common struggle to effectively analyze this data, and then leverage it to optimize their customer experience (CX) efforts. Hotels must balance the use of AI with the responsibility of keeping customer data secure.

Hotels 260

Hotels Guest Experience Travel Chatbots 260

NobelBiz

FEBRUARY 20, 2024

Contact centers are the heartbeats of customer service, enabling seamless communication between businesses and their clientele across the globe. Call centers can easily scale up or down based on call volume. Remote work becomes feasible, allowing call centers to operate efficiently from various locations.

Contact Center 105

Contact Center Call Center Self Service Call Recording 105

NobelBiz

FEBRUARY 15, 2023

Reaching out to potential consumers in some form, whether it be via social media, SMS, webchat or phone contact, is the first order of business in any call center. A poorly managed opening of a new communication channel can have a negative impact on both customer satisfaction and call center. predicted for 2022.

Call Center 52

Call Center Communication How To Omni-Channel 52

Upstream Works

JANUARY 20, 2023

These may seem like unrelated events, but they all have a role to play in defining the state of customer service in 2023 and will have implications for contact centers. There are two main lenses through which these factors must be filtered: customer experience (CX) and agent experience (AX).

Trends 78

Trends Contact Center Consumers Technology 78

Helpware

NOVEMBER 15, 2022

With the advent of cutting-edge technologies, call center outsourcing companies in USA and other locations around the globe can now provide a much higher level of customer service to the joy of satisfied customers. billion by 2023.

Contact Center 52

Contact Center Trends Technology Call Center 52

Magellan Solutions

FEBRUARY 8, 2021

What is even an order taking call center? A missed call is a missed opportunity. Delays in processing orders is a huge turn off for customers. Because it will decide whether you will lose or have the customer. What is Order Taking Answering Service? Need to Hire an Order Taking Call Center?

Call Center 52

Call Center Conference Trends Report 52

Upstream Works

JANUARY 31, 2023

As 2023 unfolds, a key theme for contact center leaders to watch is reinforcing the connection between customer experience (CX) and agent experience (AX). CX must always remain the primary focus for the contact center –this recent blog post identified two 2023 trends that will have a major impact on CX.

Trends 78

Trends Contact Center Customer Journeys Touchpoint 78

Call Experts

APRIL 8, 2024

Call Experts of Charleston, SC, has been honored with the exclusive ATSI 2023 Award of Excellence for the 14th year. Call Experts was presented with the award at ATSI’s 2023 conference in Atlanta, GA. Now a fourteen-time winner , Call Experts earned the Diamond Plus Award. says Call Experts CEO Abby Leibowitz.

Telecommunications 52

Telecommunications Call Center Contact Center Conference 52

ShepHyken

JANUARY 22, 2023

Each week, I read many customer service and customer experience articles from various resources. AI improves field service quality and customer experience by Vala Afshar (ZDNET) Research shows that 80% of high performing field service organizations use artificial intelligence.

Customer Service 48

Customer Service Self Service Contact Center Loyalty 48

Call Experts

APRIL 8, 2024

Call Experts of Charleston, SC has been honored with the exclusive 2023 CAM-X Award of Excellence! The CAM-X Award of Excellence is presented annually by the Canadian Call Management Association ( CAM-X) , the industry’s Trade Association for providers of call center services, including telephone answering and message delivery.

Call Center 52

Call Center Industry Feedback Communication 52

ShepHyken

FEBRUARY 26, 2023

Each week, I read many customer service and customer experience articles from various resources. 8 Ways to Enhance Your Call Center Customer Experience by Eric Sims (CustomerThink) In today’s business landscape, providing an exceptional customer experience is essential to the success of any company.

Customer Service 62

Customer Service Call Center Ecommerce Call Center Experience 62

Horizon CX

APRIL 3, 2023

You know you’re in for a lame and frustrating customer service experience when the recorded voice says to you, “Please listen carefully as many of our options have changed.” How often have you heard that phrase from the same business you happen to call many times over? Aim to have a recording last only four minutes.

Contact Center 130

Contact Center Call Center Entertainment System 130

ShepHyken

MAY 22, 2023

They have information and insights from interacting with customers that managers and C-suite may not have access to. Plus, Shep and Mario discuss what to expect in Customer Contact Week Las Vegas on June 19-20, 2023, featuring a keynote speech from Grammy® Award-winning Musician & Entrepreneur, Pitbull.

Self Service 62

Self Service Net Promoter Score Customer Service Contact Center 62

Think Customers

SEPTEMBER 21, 2022

These opposing criteria can strain contact center operations and effect their ability to provide customer service at the desired level. A recent poll suggests that financial services leaders see several items as the top CX issues facing the industry. EX will be key for 2023. Don’t be afraid to bring in a partner.

Financial 52

Financial Contact Center Banking First Call Resolution 52

Magellan Solutions

NOVEMBER 7, 2022

Insurance Back Office Support Tasks for 2023. And outsourcing can help businesses increase customer satisfaction. Luckily, most insurance agency outsourcing firms support document scanning and conversion services. CUSTOMER SERVICE SUPPORT . Why do people get insurance back office support? TALK TO US!

Insurance 75

Insurance Policies Technology Software 75

Call Experts

DECEMBER 19, 2023

Call Experts of Charleston, SC has been honored with the exclusive 2023 CAM-X Award of Excellence! The CAM-X Award of Excellence is presented annually by the Canadian Call Management Association ( CAM-X) , the industry’s Trade Association for providers of call center services, including telephone answering and message delivery.

Call Center 52

Call Center Industry Feedback Communication 52

Magellan Solutions

SEPTEMBER 6, 2023

What’s cool is that Jasper works well with the tools your business already uses, like the ones for helping customers and keeping track of relationships. This means you can easily add Jasper to your customer service team and improve things for your customers. Reach out to us today.

Chatbots 98

Chatbots Customer Engagement Tools Engagement 98

ShepHyken

DECEMBER 5, 2022

Each week, I read many customer service and customer experience articles from various resources. The Top 5 Guest Loyalty Trends and Predictions to Watch for 2023 by Ellis Connolly. Cleaning a Toilet vs. Calling Customer Support: 3 Factors Impacting the Customer Experience by Eric Smuda.

Customer Service 69

Customer Service Hospitality e-support eBook 69

Call Experts

JUNE 22, 2023

Call Experts of Charleston, SC, has been honored with the exclusive ATSI 2023 Award of Excellence for the 14th year. Call Experts was presented with the award at ATSI’s 2023 conference in Atlanta, GA. Now a fourteen-time winner , Call Experts earned the Diamond Plus Award. says Call Experts CEO Abby Leibowitz.

Telecommunications 52

Telecommunications Call Center Contact Center Conference 52

Playvox

MARCH 12, 2024

When you’re working in a contact center, this is your reality — taking contact after contact, call after call, from people who either need support or are angry about their experience with your company’s product or solution. The importance of agent motivation in a call center cannot be overstated.

Contact Center 78

Contact Center How To Call Center Gamification 78

Inbenta

JUNE 12, 2023

June 8, 2023 By Brett Petersen, Head of Global Operations @ Inbenta “I want to ship a book to France” “I want to book a ship to France” The exact same words used in a different order can have a dramatic impact on the meaning of a sentence. Citations : Forbes, “One Negative Chatbot Experience Drives Away 30% Of Customers,” Feb 1, 2023.

Chatbots 97

Chatbots Return on Investment Consulting Call Center 97

Magellan Solutions

SEPTEMBER 6, 2023

What’s cool is that Jasper works well with the tools your business already uses, like the ones for helping customers and keeping track of relationships. This means you can easily add Jasper to your customer service team and improve things for your customers. Reach out to us today.

Chatbots 52

Chatbots Customer Engagement Tools Engagement 52

ViiBE Blog

JANUARY 19, 2022

ViiBE Blog Customer service challenges of remote work Anna Gorina January 19, 2022 Share this article Contents Share this article Contents Before 2020, only a few companies across the globe had remote work best practices in place where they were used to allowing team members to work from home for a certain period of time regularly.

Customer Service 52

Customer Service Net Promoter Score CRM e-support 52

CSM Magazine

JUNE 27, 2023

Zenarate raises $15M and leads movement from passive training to natural language AI Simulation Training to develop confident and prepared customer service and sales agents who deliver superior empathetic experiences and performance. Zenarate AI Coach helped us achieve that goal.”

Training 59

Training Telecommunications Insurance Healthcare 59

NobelBiz

JULY 4, 2023

In today’s competitive business landscape, customer service plays a pivotal role. According to a report by Mordor Intelligence , the AI market in call center applications is anticipated to witness a CAGR of 25.8% over the forecast period (2023 – 2028). One such technology is Automated Interaction Summaries.

Interaction 52

Interaction Call Center Engagement Contact Center 52

NobelBiz

FEBRUARY 15, 2023

Call centers have developed dramatically over the past few years and will continue to do so in 2023. While most classic contact center technologies will continue to be utilized, most will be replaced by chatbots, cloud technologies, AI, and remote work, enabling businesses to enhance the customer experience and save expenses.

Call Center 52

Call Center Omni-Channel Trends Contact Center 52

NobelBiz

FEBRUARY 21, 2023

Call centers have developed dramatically over the past few years and will continue to do so in 2023. While most classic contact center technologies will continue to be utilized, most will be replaced by chatbots, cloud technologies, AI, and remote work, enabling businesses to enhance the customer experience and save expenses.

Call Center 52

Call Center Omni-Channel Trends Contact Center 52

ShepHyken

JANUARY 23, 2023

Each week, I read many customer service and customer experience articles from various resources. AI improves field service quality and customer experience by Vala Afshar (ZDNET) Research shows that 80% of high performing field service organizations use artificial intelligence.

Customer Service 13

Customer Service Self Service Contact Center Loyalty 13

Interactions

MARCH 2, 2023

For example, there is a great deal of conversation over Frontier Airlines’ decision to close its call centers , pushing customers to digital self-service channels. He predicts that in 2023, consumers will push enterprises to offer a credible voice-based service option.

Self Service 62

Self Service Airlines eBook Loyalty 62

NobelBiz

NOVEMBER 20, 2023

Moreover, its professional features, such as call forwarding, auto-attendant, and customizable greetings, contribute to a seamless and positive customer service experience, reflecting your brand’s personality. Why Switch to a Virtual Phone System in Call Centers? Tune in now !

System 103

System Communication Contact Center Self Service 103

ShepHyken

MARCH 27, 2023

Each week, I read many customer service and customer experience articles from various resources. 3 Digital Marketing Strategies That Can Improve Customer Retention by John Hall (Forbes) What happens if you gain 10 new customers but lose 20 from your existing client base? Most customer support agents care.

Customer Service 22

Customer Service Customer Retention B2B Study 22

ShepHyken

MARCH 13, 2023

Each week, I read many customer service and customer experience articles from various resources. Makeup That Breakup: 6 Tips For Wooing Back Lost Retail Customers by Wise Marketer Staff (The Wise Marketer) Bad first impressions don’t just happen on dates. That’s where the contact center comes in.

Customer Service 12

Customer Service Contact Center Retail Omni-Channel 12

COPC

MAY 22, 2023

May 18, 2023 — COPC Inc. The COPC Standards Committee is a group of global leaders that oversees and maintains the COPC Customer Experience (CX) Standard , recognized as the industry standard for managing and improving CX operations since 1996. began by helping call centers improve their performance.

Contact Center 52

Contact Center Guidelines Call Center Groups 52

TechSee

SEPTEMBER 28, 2023

If service leaders could bridge this user experience gap, if they could deliver Generative AI-powered service as user-friendly and intuitive as a human agent, would customers use it? In August 2023, we fielded a new study to answer this question. And the results were surprising. Do people know what Generative AI is?

Chatbots 124

Chatbots Study Survey User Experience 124

Oracle

MARCH 11, 2021

To accomplish the return, product recommendations, and purchasing, the digital assistant needs access to multiple sources (browsing history, customer demographics like clothing size, and stored billing information). But digital assistants aren’t just for call centers. Ordinary chatbots don’t have this ability.

Chatbots 79

Chatbots Call Center Contact Center Travel 79

Magellan Solutions

MARCH 27, 2023

You should base your decision on which one offers the finest customer service. A distinguished company will take pride in giving exceptional customer service. Source: Magellan Solutions In 2023, global outsourcing spending may reach US$731 billion, according to Deloitte’s Outsourcing and Shared Services 2019-2023 Report.

Telecommunications 52

Telecommunications Financial Return on Investment e-support 52