Think Customers

JULY 1, 2020

The contact center industry has always needed to look forward. An overwhelming at-home workforce and consumer base forced the contact center industry to enforce temporary innovations to handle surging volume and traffic. Distributed contact center workforces The crisis completely turned work on its head.

Contact Center 52

Contact Center Self Service Healthcare Chatbots 52

Talkdesk

AUGUST 9, 2016

Self-service customer support has been a major part of the recent transformation of the company-customer relationship. The modern customer expects a personalized experience when they reach out to businesses. For this reason, many forward-thinking businesses are investing in omnichannel customer service strategies.

Self Service 40

Self Service Omni-Channel B2C Customer Service Representative 40

Lumoa

NOVEMBER 30, 2022

Beyond this, you should provide multiple language options so that your customers can use the service no matter where they are in the world. Set up chatbots for a 24/7 contact center. Of course, you should also integrate conversational AI into your customer service strategy.

Retail 208

Retail Customer Experience Chatbots Ecommerce 208

Think Customers

NOVEMBER 1, 2021

It’s a common part of many contact center calls: the transfer. They have the potential to frustrate callers and associates alike – callers don’t like spending extra time on a call or, worse yet, having to repeat themselves; and associates worry about transfers’ effects on average hold times and customer satisfaction.

Self Service 52

Self Service Net Promoter Score Contact Center Average Handle Time 52

ShepHyken

FEBRUARY 7, 2017

We must get away from telling our customers things like “ Sorry, there is nothing we can do ” or “ Our policy prohibits us from taking any action on your behalf.” Sometimes the customer service rep may resort to saying, “No,” because it’s easier than trying to figure out a way to fix the customer’s issue.

Self Service 48

Self Service Competitive Advantage Policies Customer Satisfaction 48

Comm100

JUNE 13, 2018

Loosen Up on Your Return and Exchange Policies. Give your customers peace of mind by enacting liberal return policies. There are many ways that your e-commerce business could make return policies more appealing for the holiday season. During the holiday season, many contact centers experience high call volumes.

Tips 133

Tips Self Service e-support Social Media 133

Tricia Morris

JANUARY 29, 2016

Routinely, organizations who employ a transactional view of relationships take focus on key moments of truth within a set of experiences optimized to serve the customer in a reactive state. Look no further than an organization’s customer service strategy to understand what I am talking about.

Customer Engagement 40

Customer Engagement Engagement CRM Self Service 40