ShepHyken
APRIL 28, 2024
Each week, I read many customer service and customer experience articles from various resources. I have added my comments about each article and would like to hear what you think too. My Comment: I’ve been studying how different brands are creating successful loyalty programs. Loyalty and self-service round out the four.
eGain Blogs
MAY 31, 2023
Generating draft content for knowledge base articles Knowledge authors often struggle with the process of turning sprawling compliance-type documents into something that can be used by advisors. Creating effective prompts from knowledge artifacts Generated content depends heavily on the prompts used to produce it.
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eGain Blogs
MAY 31, 2023
Generating draft content for knowledge base articles Knowledge authors often struggle with the process of turning sprawling compliance-type documents into something that can be used by advisors. Creating effective prompts from knowledge artifacts Generated content depends heavily on the prompts used to produce it.
ShepHyken
APRIL 15, 2022
This week, we feature an article by Manpreet Chawla, senior digital marketing specialist at Knowmax , a knowledge base management solution for enterprises looking to provide exceptional customer experience to their customers via enhanced agent satisfaction. Read Shep’s latest Forbes article: How To Beat The Stock Market By Four Times.
CSM Magazine
FEBRUARY 7, 2023
From an operational point of view, speech analytics help to identify self-service containment opportunities or agent knowledge gaps. Change the mindset from self-service OR human-assisted to a more realistic blended one. Stay true to your brand values. A good example is speech analytics.
CSM Magazine
MARCH 13, 2020
Facilitating customer self-service using automated contact channels, such as IVR and chatbots is a recognised method of reducing strain on contact centers during spikes in demand. Applying the theory – how AA Ireland uses bots to drive customer engagement.
SurveySensum
FEBRUARY 20, 2024
Self-Service Options : Offer self-help options such as FAQs, knowledge bases, and chatbots to empower customers to find answers and solutions independently. Transparency in admitting faults and taking corrective actions shows customers that the brand values their trust and is committed to delivering a positive experience.
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