NICE inContact
JANUARY 17, 2019
Understanding what the customer means is an important component to giving them what they need, and effective agents know how to do that. Once the agent understands what the customer needs, she has to be able to formulate a solution. They realize it makes them stronger at accomplishing their mission of satisfying the customer.
Comm100
NOVEMBER 13, 2022
With AI powering their responses, bots can improve their responses over time based on customer confidence in their answers. Task bots are another effective type of chatbot. .” – Denny Michaud, Customer Relations Manager at Canadian Blood Services. Provides a self-service option.
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ClientSuccess
MAY 8, 2019
Have proactive support mindset and create automated or self-service options wherever possible. This can help you serve the customer at scale. Use your skill set as a CS team to deliver more appropriate experiences; anticipate the needs of your customers. The One Question that Will Transform Your Customer Success Strategy.
ShepHyken
APRIL 30, 2018
Lumoa) The Net Promoter System® (or NPS) has been a popular customer experience metric since its creation in 2003. But in spite of all the other ways customers connect, the phone is still king (at least according to the article)! 5 Predictions On The Future Of Customer Service by Mikhail Naumov.
ShepHyken
NOVEMBER 30, 2018
By establishing metrics for factors like “time spent in the knowledge base,” “screens to resolution,” or “questions to authentication,” you will learn what agents experience when supporting customers. The proper first step therefore involves identifying a clear pain point or efficiency gap within the customer engagement journey.
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