Uniphore

JUNE 10, 2021

When the whole world went remote, people started calling in in record numbers, forcing businesses to reassess their customer service game. Along the way, we learned a lot about the obstacles customers and agents face today. We also learned where automation can make the biggest impact. 25% Lack of self-service options.

Call Center 246

Call Center Self Service Contact Center Case Study 246

Comm100

JANUARY 11, 2023

The State of Automated Customer Service in 2023. As a result, customer service expectations are now sky-high as consumers demand the very best support – and will even switch brands for better service. Meeting today’s high customer service expectations can be a challenge. Table of Contents.

Customer Service 212

Customer Service Self Service Chatbots Healthcare 212

TechSee

AUGUST 14, 2023

TechSee’s Annual Influencer List For a second year, everyone at TechSee is proud and excited to share our annual list of influential leaders in the space of digital customer service. Their knowledge and impact is constantly reshaping the service industry. Before joining HotDoc, Agnes spent 4 years at Apple.

Customer Service 207

Customer Service Contact Center Customer Centricity Leadership 207

Calabrio

AUGUST 10, 2020

Last week, we announced two Calabrio customers were named finalists in the Society of Workforce Planning Professionals’s (SWPP) “2020 Workforce Management Professional of the Year Award” program. They all leveraged their knowledge and skill to improve the efficiency and work-life balance of our most important resource: our agents.

Contact Center 243

Contact Center Self Service Meeting Training 243

Experience Investigators by 360Connext

DECEMBER 14, 2021

When it came to customer experience, leaders dealt with all sorts of changes and challenges. Customers were able to pick out their produce again at the grocery store. But many decided the grocery delivery services they discovered during the shut downs were ideal for their lives. And some swearing they’ll never return.

Customer Experience 372

Customer Experience Customer Journeys Airlines Customer Service Representative 372

CSM Magazine

MAY 8, 2024

In the dynamic world of customer service, where the human touch can be the linchpin of customer loyalty, identifying and nurturing the right personality traits in your team members is crucial. Here’s a comprehensive list of the 20 personality traits that define the perfect customer service employee: 1.

Customer Service 52

Customer Service Customers Customer Satisfaction Communication 52

TechSee

MAY 18, 2023

Companies across all industries are searching for innovative ways to streamline operations and enhance the customer experience. In the realm of visual assistance, our partners are making a significant impact through TechSee’s Visual Intelligence Studio (VIS). That answer is down to a few key reasons.

Self Service 109

Self Service Competitive Advantage Telecommunications Insurance 109

TechSee

SEPTEMBER 29, 2020

Contact center leadership must think strategically and find sustainable call center cost reduction strategies that do not compromise the quality and efficiency of the brand’s service. Volume – rapidly address the most common issues that drive most inbound customer contacts. Slash inbound inquiries with self-service.

Call Center 196

Call Center Self Service Strategy Contact Center 196

TechSee

JUNE 16, 2022

Customers expect better and faster pre and post purchase services. Whether they need help setting up a new device or to repair a damaged product, the way in which these interactions are handled are at the heart of customer satisfaction. Eric Esguerra, Vice President, Customer Service & Operations at Miele Canada Ltd.

Customer Service 251

Customer Service Contact Center Chief Customer Officer Call Center 251

Steve DiGioia

JANUARY 4, 2021

But what does management want from you? For many in the customer service industry, there is little room for advancement and few opportunities to make “change” – a change that is meaningful, impactful, and which enhances the customer experience. What Do Managers Want From Their Employees? Are you happy?

Management 279

Management Trends Industry Marketing 279

Kayako

MAY 27, 2020

It’s no surprise that customer expectations for service are at an all-time high. In fact, according to a recent survey, 88% of customers say the experience a company provides is as important as its products or services. And 76% of customers say it’s easier than ever to take their business elsewhere.

Self Service 178

Self Service Knowledge Base Customers Customer Experience 178

TechSee

SEPTEMBER 22, 2020

Field service organizations in 2020 are challenged to continue providing the service excellence their customers expect while minimizing human contact. It can also alleviate pressure on field forces by enabling customers to resolve issues in self-service. The Use of AR in Increasing Field Service Efficiency.

Self Service 207

Self Service Travel Knowledge Base Technology 207

Integrity Solutions

APRIL 8, 2024

Unfortunately, managers and salespeople alike usually end up frustrated when the needle still won’t seem to budge. Unless you address the other critical sales conversation — the conversations salespeople are having with themselves — self-belief and self-motivation issues will impede their progress at every step.

Sales 73

Sales Training Financial Travel 73

NobelBiz

FEBRUARY 27, 2024

When companies implement specific tools and best practices, they can significantly improve their customer experience (CX), increase agent performance, and ensure high-quality service. It represents a holistic approach that is aimed at transforming call center functions into a streamlined, customer-focused powerhouse.

Call Center 104

Call Center Tools Contact Center Net Promoter Score 104

COPC

FEBRUARY 15, 2023

With digital self-service technology advancing at a phenomenal rate, why are interactions with chatbots and interactive voice response (IVR) systems still the sources of so many frustrating customer experiences? If customer experience is an afterthought in design and implementation, customer loyalty and revenue suffer.

Self Service 87

Self Service Chatbots Guidelines e-support 87

COPC

APRIL 1, 2024

The challenge of keeping pace with changing customer expectations looms large. Technological advancements, notably artificial intelligence (AI), fuel customer experience transformation. Companies worldwide are grappling with leveraging technology to enhance the overall customer experience (CX).

Customer Experience 91

Customer Experience Contact Center Gamification Chatbots 91

Integrity Solutions

APRIL 8, 2024

Unfortunately, managers and salespeople alike usually end up frustrated when the needle still won’t seem to budge. Unless you address the other critical sales conversation — the conversations salespeople are having with themselves — self-belief and self-motivation issues will impede their progress at every step.

Sales 64

Sales Training Financial Travel 64

CSM Magazine

APRIL 16, 2024

Superior customer service ensures that the user experience is exceptional. In this article, we provide some insights into how online casinos can deliver outstanding customer support. Outstanding customer support contributes to a casino’s credibility, and impacts player satisfaction and loyalty.

Tips 52

Tips Knowledge Base Multi-Channel Self Service 52

Gainsight

FEBRUARY 28, 2024

This year more than ever, SaaS organizations are tasked with doing more with less, especially when it comes to parts of the business responsible for driving customer outcomes. That means it’s critical to empower our customers to be wildly successful with our products and services.

Self Service 52

Self Service Innovation Knowledge Base Resources 52

Retently

APRIL 5, 2024

What sets an exceptional retail customer experience apart? Because in a market brimming with choices, the way customers feel about your business can set you apart. A memorable retail customer experience leads to higher satisfaction, repeat business, and word-of-mouth recommendations. Why does this matter so much?

Retail 78

Retail Engagement Strategy Customer Experience 78

TechSee

MAY 19, 2021

In the last few years, the customer service domain has experienced an awakening with the rising awareness of the benefits of delivering a good customer experience. Companies have invested in their customer service function to differentiate and personalize their brand and improve overall operational efficiency.

Technology 159

Technology Self Service Customer Service Competitive Advantage 159

ShepHyken

SEPTEMBER 22, 2023

This week, we feature an article by Prabhjot Singh at Knowmax , a company that empowers customer experience teams to improve engagement through AI-powered knowledge management. He talks about the trends that customer service and experience professionals can expect for the remaining months of 2023.

Self Service 60

Self Service Trends Customer Service Chatbots 60

Inbenta

MARCH 30, 2021

During lockdowns, workers have been unable to access their workplaces and many services have been disrupted or forced to accelerate their digital transformation strategies to keep up with market demands. What is customer service automation and what benefits does it provide? Customer service automation trends.

Self Service 136

Self Service Customer Service Marketing How To 136

TechSee

DECEMBER 10, 2019

Customers prefer NOT to deal with your customer service team, with 67% wanting to access support without calling. Far from becoming disheartened by their customers’ attitudes, call center managers are thrilled by these developments. When self-service fails. What is Call Deflection?

Call Center 136

Call Center Self Service Contact Center How To 136

Totango

NOVEMBER 27, 2023

Forrester recognizes the value customer success platforms can provide to B2B companies looking to foster retention, growth, and advocacy. The global market research company conducted its first Forrester Wave™ evaluation of top customer success platforms. Offer self-service functionalities through community and knowledge centers.

Report 92

Report Trends Customer Success Self Service 92

NobelBiz

FEBRUARY 6, 2024

SMS (Short Message Service ) has become a pivotal channel in the contact center industry. With the shift from an unregulated space to one that is increasingly governed by rules, the importance of navigating this landscape with a knowledgeable partner becomes huge.

Innovation 98

Innovation Strategy Contact Center Multi-Channel 98

Gainsight

APRIL 8, 2024

The role of Customer Success has undeniably been one of change in the last few years. The Rise of Proactive Engagement Traditional customer service models focused on reactive problem-solving. There is an emphasis on the importance of tailoring interactions and solutions to individual customer preferences and behaviors.

Customer Success 52

Customer Success Training Engagement Customers 52

Inbenta

FEBRUARY 20, 2020

Customer self-service ROI. When monitoring the performance of a self-service initiative, there are a variety of different KPIs to keep track of in order to allow ROI to be measured. How to calculate an AI chatbot’s ROI. Identify eligible queries. Assess the average live-chat cost.

Self Service 116

Self Service Chatbots ROI Return on Investment 116

TechSee

NOVEMBER 26, 2020

Now more than ever, many businesses are searching for effective ways to improve field service. Augmented reality (AR) has many applications in field service management; below we present four practical applications that align with the four main operating models outlined by Gartner. Augmented Reality and Field Services.

Self Service 109

Self Service Management Automotive Technology 109

NobelBiz

APRIL 23, 2024

Traditional collection methods, such as persistent phone calls and letters, are making way for more nuanced, technology-driven, and customer-oriented strategies. The debt collection industry is undergoing a major shift. This evolution reflects broader trends in consumer behavior, regulatory environments, and technological advancements.

Omni-Channel 94

Omni-Channel Contact Center Customer Centricity Technology 94

Team Support

APRIL 24, 2023

As a customer support professional, you understand that customer experience is one of the key components to a successful business. Because of this, you’re continuing to navigate through the ever changing landscape of customer service by implementing solutions that enhance the customer experience.

Software 98

Software Customer Experience Self Service Chatbots 98

Upstream Works

NOVEMBER 30, 2022

The pandemic has impacted every aspect of our lives, and the contact center is no exception. There have been several implications in this space that compound each other, with the net result being a more challenging environment for all forms of customer service. Intelligent Routing to Self-Service.

Self Service 78

Self Service Contact Center Customer Experience Chatbots 78

TechSee

JANUARY 14, 2020

The global drive toward digital transformation has made its mark on contact center processes and operations, with Salesforce predicting last year that the use of AI by customer service teams would see a 143% increase by 2020. Post-call analysis also benefits from AI. Collaboration is key. Why agents are embracing the change.

Call Center 124

Call Center Self Service Virtual Agent Contact Center 124

Team Support

APRIL 11, 2024

Manufacturing supports the global economy by ensuring quality processes lead to the timely delivery of goods and services. When production and logistics are responsible for meeting high standards, high-quality customer support is vital. Delivering an exceptional customer support experience is essential for business success.

Self Service 40

Self Service Multi-Channel Knowledge Base Strategy 40

ShepHyken

AUGUST 12, 2022

This week we feature an article by Soumya Juttukonda, a content developer & digital media strategist at Knowmax , an AI enterprise knowledge base solution to enhance customer service. She shares how you can reduce customer support tickets and enhance customer experience. Map the customer journey.

Self Service 69

Self Service Customer Journeys Omni-Channel How To 69

Inbenta

FEBRUARY 15, 2021

Even though there is no “real” benchmark for automated self-service solutions, we’re going to try to give you some indications of the kind of results you can realistically expect from such solutions. But first, what is customer self-service? Which metrics to measure self-service KPIs?

Self Service 99

Self Service Net Promoter Score Chatbots Metrics 99

Eptica

MAY 20, 2020

Date: Wednesday, May 20, 2020 Author: Steve Nattress The impact of knowledge on current customer satisfaction. Author: Steve Nattress Being able to deliver fast, accurate and consistent information to consumers and their queries has always been a central part of successful customer service.

Customer Satisfaction 127

Customer Satisfaction Self Service Consumers Banking 127