ShepHyken

MARCH 9, 2018

Businesses that already have a strong digital customer service strategy in place are steps ahead of the competition, however here’s how you can catch up in 2018. Therefore it is advisable that businesses do not fully switch to AI controlled customer service, but look at areas that they can begin to automate in 2018.

Customer Service 189

Customer Service Chatbots Advertising Technology 189

ShepHyken

DECEMBER 10, 2018

Each week I read a number of customer service and customer experience articles from various resources. Crazy Ideas About Customer Service You Would Like To Try Again by Guy Sheetrit. Try some of these ideas, old and new, and you may build an even better relationship with your customers. But customer service?

Customer Service 246

Customer Service Customer Experience Customer Care 246

ShepHyken

FEBRUARY 19, 2018

Each week I read a number of customer service and customer experience articles from various resources. Top 5 Tips to Improve Social Customer Service by Kristina Knight. My Comment: I’m still surprised at the number of companies that don’t embrace social media as a viable customer support channel.

Customer Service 212

Customer Service Self service Chatbots CRM 212

Fonolo

OCTOBER 9, 2018

Summer may be over, but the sun is rising on a busy 2018 fall trade show season. Fonolo has many events on the horizon, but is especially excited to be a first-time exhibitor at SOCAP’s Re-Imagine Customer Care Conference , October 21-24, 2018, at the Grand America Hotel in Salt Lake City, Utah.

Customer Care 78

Customer Care Gamification industry standards Service level 78

ShepHyken

APRIL 9, 2018

Each week I read a number of customer service and customer experience articles from various resources. 3 Ways Amazon Has Raised the Bar on Customer Experience by Joey Coleman. Used the right way, chatbots and AI improve the customer experience. Here are my top five picks from last week.

Customer Service 238

Customer Service Chatbots Feedback Consulting 238

Avaya

SEPTEMBER 19, 2018

Sheila McGee-Smith is a leading communications industry analyst and strategic consultant with a proven track record in new product development, competitive assessment, market research, and sales strategies for customer care solutions and services. More online activity—improved customer access to digital interaction channels.

Customer Care 94

Customer Care Government Contact Center Healthcare 94

ShepHyken

DECEMBER 20, 2019

This week we feature an article by Sabio who explains why developing a customer experience strategy is essential for your business to improve its bottom line. Developing a customer experience (CX) strategy for your business has never been more important. Salesforce conducted a survey in 2018.

Customer Experience 207

Customer Experience Customer retention Analytics Contact Center 207

ShepHyken

AUGUST 13, 2018

Each week I read a number of customer service and customer experience articles from various resources. Are You Making This Critical Connection With Your Customers to Strengthen Relationships and Drive Loyalty? Here are eight ways you can thank your best customers. Here are my top five picks from last week.

Customer Service 180

Customer Service B2C B2B Customer retention 180

ShepHyken

JANUARY 15, 2018

Each week I read a number of customer service and customer experience articles from various resources. A Greater Purpose Will Give Your Customer And Employee Experience An Extra Edge by Adrian Swinscoe . Forbes) Historically, customers used to buy the practical benefits of a product or service.

Customer Service 0

Customer Service Surveys Banking Marketing 0

Fonolo

JULY 9, 2018

Put your hands together and give it up for the 2018 winners of Fonolo’s Customer Experience Excellence Awards! We are honored to acknowledge two amazing businesses for their outstanding achievement in improving their customers’ experiences through the offering of call-backs. It’s that special time of year.

Customer Experience 52

Customer Experience Abandon rate Banking Contact Center 52

ShepHyken

SEPTEMBER 3, 2018

Each week I read a number of customer service and customer experience articles from various resources. For information on The Customer Focus customer service training programs go to www.TheCustomerFocus.com. The post 5 Top Customer Service Articles for the Week of September 3, 2018 appeared first on Shep Hyken.

Customer Service 198

Customer Service Chatbots Consulting Consulting 198

ShepHyken

SEPTEMBER 21, 2018

Read Shep’s latest Forbes Article: Ten Ways To Celebrate National Customer Service Week. The post Guest Blog: Which Road Is Your Customer Experience On? . – Shep Hyken. For more articles from Shep Hyken and his guest contributors go to customerserviceblog.com. appeared first on Shep Hyken.

Customer Experience 275

Customer Experience Big data Technology Chatbots 275

TechSee

APRIL 10, 2019

In the highly competitive telecom industry, customer experience is a critical factor in building and maintaining a competitive advantage. A recent report by Forrester takes this concept one step further by proving that improving customer experience in telecoms delivers a boost to all KPIs. Power’s 2018 U.S.

Customer Experience 154

Customer Experience Customer centricity Interactive Voice Response Wireless 154

ShepHyken

APRIL 2, 2018

Each week I read a number of customer service and customer experience articles from various resources. Three Important Considerations for Customer Service Surveys by Paul Selby. CustomerThink) A lot has been written on performing customer service or customer satisfaction surveys. Follow on Twitter: @Hyken.

Customer Service 138

Customer Service Self service Surveys Scripts 138

Fonolo

JANUARY 15, 2019

In an industry driven by customer gratification, learning the difference between customer service vs. customer care vs. customer satisfaction became quintessential in 2018. Yes, we all know this is a tale as old as the call center, and we also know the importance of the customer experience.

Contact Center 80

Contact Center Gamification Call Center Self service 80

ijgolding

JANUARY 22, 2018

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. Design your website with user-experience in mind.

Customer Experience 76

Customer Experience Abandon rate Contact Center Customer Care 76

Russel Lolacher

MARCH 8, 2020

As frustration grows in traditional communication channel experiences, (long response times for emails, convoluted phone trees, etc.), By being authentic and honest, embracing the opportunity to truly connect with your customers by showing up on social media, you have an amazing opportunity to build trust with this media-savvy generation.

Customer Care 80

Customer Care Advertising Marketing Engineering 80

Skybridge

NOVEMBER 12, 2020

“Customer experience strategy is the first step to business survival in 2021, especially for large organizations and iconic brands.”. That’s how Liliana Petrova, of consulting firm The Petrova Experience, recently summed up the urgent importance of CX strategy in the coming year. Customer Experience is Still a Mystery.

Customer Care 52

Customer Care Government Self service Education 52

Interactions

OCTOBER 3, 2018

OCTOBER 3, 2018 These days, you can’t turn on the. Read more » The post AI and the Customer Experience: 3 Situations Where Customers Prefer AI appeared first on Interactions Resource Center.

Customer Experience 109

Customer Experience Customer Care 109

InTheChat

JANUARY 10, 2019

In our last post, we talked about the difficulty of balancing the excitement that the limitless potential of digital technology inspires against the practical realities of implementation on a large scale, which led us to ask: Wasn’t 2018. The post Wasn’t 2018 supposed to be the year of the chatbot? What happened?

Chatbots 93

Chatbots Technology Customer Care Contact Center 93

Answer Dash

MAY 7, 2018

Now, more than ever, optimizing customer experience should be a #1 business priority. Today’s customer expectations are continuously on the rise, and a positive online experience could mean the difference between a conversion and a lost customer. The figure stands at 23%for B2B,” ( Forrester ). trillion and $5.8

Customer Experience 54

Customer Experience B2C B2B SaaS 54

ShepHyken

FEBRUARY 18, 2019

Each week I read a number of customer service and customer experience articles from various resources. Top Technology Trends That Will Reshape The Customer Experience In 2019 by Puru Govind. 3 Customer Loyalty Trends for 2019 by SmarterCX Team. Retail Customer Experience) With nearly 3.8

Customer Service 169

Customer Service Technology Analytics Customer Care 169

DMG Consulting

AUGUST 9, 2018

DMG Consulting Releases 2018 Intelligent Virtual Agent Product and Market Report. What: Releases 2018 Intelligent Virtual Agent Product and Market Report. What: Releases 2018 Intelligent Virtual Agent Product and Market Report. When: Today, 8 August 2018. Where: Available at the DMG Consulting online store.

Virtual Agent 48

Virtual Agent Consulting Consulting Interactive Voice Response 48

DMG Consulting

MAY 7, 2018

DMG Consulting Releases 2018 Knowledge Management Product and Market Report. What: Releases 2018 Knowledge Management Product and Market Report. What: Releases 2018 Knowledge Management Product and Market Report. When: Today, 12 March 2018. The KM market has come alive in 2018.

Consulting 48

Consulting Consulting Marketing Management 48

Interactions

AUGUST 1, 2018

AUGUST 1, 2018 We’ve all had frustrating customer service experiences. Read more » The post Humans + AI = Excellent Customer Experiences appeared first on Interactions Resource Center.

Customer Experience 78

Customer Experience Customer Service Customer Care 78

DMG Consulting

SEPTEMBER 26, 2018

DMG Consulting Releases 2018 – 2019 Speech Analytics Product and Market Report. When: Today, 26 September 2018. DMG predicts that the contact center speech analytics market will grow by 11% in 2018, 10% in 2019, 10% in 2020, 10% in 2021, and 9% in 2022. AI-enabled solutions fueling interest and accelerating sales.

Consulting 48

Consulting Consulting Analytics Marketing 48

Monet Software

OCTOBER 3, 2018

Monet Workforce Optimization honored for improving customer service technology and customer experience. Los Angeles, October 2 nd , 2018— Monet Software announced today that TMC , a global, integrated media company, has named Monet WFO as a 2018 Contact Center Technology Award winner, presented by CUSTOMER magazine. “We

Contact Center 48

Contact Center Technology Quality management CRM 48

DMG Consulting

AUGUST 3, 2018

DMG Consulting Releases 2018 Robotic Process Automation Product and Market Report. What: Releases 2018 Robotic Process Automation Product and Market Report. What: Releases 2018 Robotic Process Automation Product and Market Report. When: Today, 1 August 2018. Redwood Software is covered at a higher level.

Consulting 48

Consulting Consulting Marketing Gamification 48

Toister Performance Solutions

JUNE 14, 2018

Gopher Sport won the 2018 award for Best Small Contact Center. The company is a client of mine and I've been consistently impressed with the customer care team and it's commitment to service. The company is a client of mine and I've been consistently impressed with the customer care team and it's commitment to service.

Contact Center 78

Contact Center Education Customer Care Coaching 78

DMG Consulting

MAY 25, 2018

DMG Consulting Releases 2018 Contact Center Workforce Optimization Market Share Report. When: Today, 23 May 2018. Background: DMG Consulting LLC , a leading provider of contact center, back-office and real-time analytics market research and consulting services, today released its 2018 Knowledge Management Product and Market Report.

contact center workforce 48

contact center workforce Consulting Consulting Contact Center 48

DMG Consulting

MARCH 16, 2018

DMG Consulting Releases 2018 – 2019 Workforce Management Product and Market Report. What: Releases 2018 – 2019 Workforce Management Product and Market Report. What: Releases 2018 – 2019 Workforce Management Product and Market Report. When: Today, 12 March 2018.

Consulting 48

Consulting Consulting Marketing Management 48

ShepHyken

DECEMBER 20, 2018

Shep Hyken’s Best Customer Service and Experience. Articles, Videos & Podcasts from 2018. Top Cartoon for 2018. Top 5 Articles to Share With Your Team: Five Customer Service Must-Do’s For 2018. A successful customer experience strategy is a result of the company’s culture.

Customer Service 309

Customer Service Technology Customer Experience Customer Care 309

Interactions

OCTOBER 17, 2018

OCTOBER 17, 2018 As brands try to differentiate on customer. Read more » The post Customer Experience Mapping: Empathy Maps appeared first on Interactions Resource Center.

Customer Experience 66

Customer Experience Customer Care 66

DMG Consulting

JANUARY 17, 2018

DMG Consulting Releases 2017 – 2018 Workforce Optimization Product and Market Report. What: Releases 2017 – 2018 Workforce Optimization Product and Market Report. What: Releases 2017 – 2018 Workforce Optimization Product and Market Report. When: Today, 3 January 2018.

Consulting 48

Consulting Consulting Marketing Gamification 48

BlueOcean

DECEMBER 17, 2018

In 2018, that number has skyrocketed to a massive $1.1 The best outsourcing partners go to the ends of the earth to prepare for these massive peak season holiday spikes and will not only need to address a sustained customer experience but also team morale, agent stress, and absenteeism. Constant and Effective Communication.

Contact Center 54

Contact Center Morale outsourcing Gamification 54

DMG Consulting

MARCH 31, 2019

DMG Consulting Releases 2018 – 2019 Cloud-Based Contact Center Infrastructure Product and Market Report. What: Releases 2018 – 2019 Cloud-Based Contact Center Infrastructure Product and Market. What: Releases 2018 – 2019 Cloud-Based Contact Center Infrastructure Product and Market. When: Today, 4 December 2018.

Consulting 48

Consulting Consulting Contact Center Marketing 48

Working Solutions

JANUARY 3, 2019

From new insights into the benefits of outsourced customer care to news about what’s going on in our community of clients and associates, 2018 proved to be memorable here at the Working Solutions blog. The post Year in Review: Our Top Customer Service Blog Posts of 2018 appeared first on Working Solutions.

Customer Service 40

Customer Service outsourcing Customer Care virtual call center 40