Contact Center AI – What’s out there?

Comm100

Unsurprisingly, the enthusiasm of AI has spilled over to customer experience (CX) in the hope of improving call center efficiency. It’s therefore essential to analyze ‘what’s out there’ in customer service AI and adjust our expectations accordingly.

Guest Blog: Empathy – What Your Customer Service Strategy Is Missing

ShepHyken

This week we feature an article by Tim Fujita-Yuhas that discusses the importance of empathy when using new technology for customer service. He looks at the next generation of texting, known as RCS (Rich Communication Services), which I think will become a very valuable tool. – Shep Hyken. When the topic of customer service comes up, the most common associations aren’t typically positive ones. It’s much more than that, especially in the customer service realm.

Making the Right Investments in Customer Care

Think Customers

Periodically, a big brand will announce plans to invest millions of dollars in its customer service activities. Improving customer service isn't simply about throwing money at the problem or adding agents. Customer Engagement Customer Experience Customer Loyalty Customer Service Customer Strategy Data Analytics Emerging Trends Employee Engagement contact center preparedness customer experience programs customer service strategy

Five Steps to Strategically Choose AI For Customer Service

Natalie Petouhof

Tweet AI and customer service; it’s a hot topic! But when I talk to customers, they say, “ I get there’s something to AI and customer service, but how do I deliver business results and value with AI? ” If you are wondering how AI can move the needle on the metrics you get measured on every day, below is a short guide on how to get the best business results when considering AI as part of your Customer Service strategy.

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Guest Blog: Assistive AI for Real Work

ShepHyken

This week we feature an article by Christopher Connolly who shares fascinating information about enterprise-grade assistive AI and how it can help make customer support more effective. Kate aims to augment the capabilities of call center agents and customer service/helpdesk personnel.

Guest Blog: Why Does My Customer Service Team Need a Single Customer View?

ShepHyken

This week on our Friends on Friday guest blog post my colleague, Murph Krajewski, writes about the importance of a single customer view when it comes to serving your customers. This will help lead you to forming important relationship with your customer. – Shep Hyken.

10 Best Customer Service Books You Need To Read In 2018

Call Center Pros

‘’The customer is always right.’’ But the important thing here is to know that it isn’t the only key to make customers happy. How can you learn all you need to know to make your customers happy? 10 Best Customer Service Books.

4 Ways to Improve Customer Experience in 2018 – guest post from CCW NOLA

ijgolding

In our modern business landscape, especially with the ever-growing presence of social media in our daily lives, providing consistent positive customer experiences has become critical to maintaining a favourable brand reputation. Send company personnel to a customer experience conference.

See through the eyes of your customer to deliver outstanding service

NewVoiceMedia

A customer’s experience lives long beyond the purchase. Altimeter Group’s Brian Solis cited a survey in which 88 percent of all businesses believe they deliver great customer service, yet only 8 percent of their customers agree. What do customers want?

10-step plan to personalized customer experience

NewVoiceMedia

Personalized customer service is about treating people as individuals. In an age where customers can buy into your products and services from almost anywhere in the world, this has become increasingly complex. Although there’s no one-size-fits-all solution, the following 10-step plan will provide a framework that will allow your contact center to adopt a more personalized approach to customer care.

CRM, Social Media, Marketing and More — Everything You Need to Know About Customer Engagement Software

Comm100

Customer engagement software is a modern invention that takes care of a modern problem. After all, it wasn’t until the rise of the internet that media became democratized , and the one-way communication model between companies and customers was shattered. Self Service Software.

2017 Is Out, 2018 Is In – What Will Customer Service Look Like This Year?

Comm100

Now that 2017 is out of the picture, what can we expect customer service to look like in 2018? The question isn’t new – after all, customer service is always changing. That is why reducing customer effort was voted the number one priority for contact centers in 2018.

Fulfilling your Customers’ Needs in a Changing World

Talkdesk

This post was originally written by Mikhail Naumov, Co-founder & Chief Strategy Officer at DigitalGenius, for Talkdesk’s Opentalk Magazine. We live in a world where customers expect exceptional service in an instant and customer service has become a continual process.