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

Creative Virtual

APRIL 22, 2020

While it may not be the right time to book your next beach getaway or send out invitations for your extended family reunion, smart companies should be looking towards the future impacts of customer experience (CX) developments and consumer expectations.

Self service 52

Self service Customer Experience Virtual Agent Chatbots 52

Fonolo

AUGUST 29, 2018

But if we momentarily dial the sound down, we are rewarded with a) some mental clarity; and b) the sweet, sweet sounds of intelligent, helpful voices who deliver some music-to-our-ears advice on how to survive and thrive in 2018 and beyond. Annette Franz – Customer Experience Consultant, Speaker and Author.

Contact Center 271

Contact Center Brand ambassadors Morale Telemarketing 271

ShepHyken

NOVEMBER 19, 2018

Each week I read a number of customer service and customer experience articles from various resources. Customer Service Rookie Mistakes That Could Be Tarnishing Your Business Image! CustomerThink) Let’s face it, poor customer care support service can cost a business a fortune! by Deeksha Dadu.

Customer Service 232

Customer Service Customer centricity Self service Customer Care 232

CCNG

JANUARY 4, 2023

Elevating the Customer Experience (CX) is an obsession for the contact center industry, and rightly so. The experiences that customers have with your contact center condition the way they think about you as a supplier of goods and services and as a trusted part­ner in providing the things that they need and want in their lives.

Customer Experience 195

Customer Experience Contact Center CCNG Self service 195

Eptica

JUNE 20, 2018

Date: Wednesday, June 20, 2018 Author: Pascal Gauvrit How AI-based self-service can transform the customer experience. Published on: June 20, 2018. How can brands therefore deliver the online experience that consumers expect and demand? hours per day online , up from just 3 hours in 2009.

Self service 58

Self service Customer Experience Banking Analytics 58

Bright Pattern

DECEMBER 6, 2018

AI and bots might have been the most talked about trend of 2018. You couldn’t go to a contact center or customer service event without noticing how many sessions were dedicated to the topic, or overhearing attendees talking about the abundant use cases for AI and self-service bots.

Customer Experience 76

Customer Experience Chatbots Customer centricity Self service 76

ShepHyken

APRIL 30, 2018

Each week I read a number of customer service and customer experience articles from various resources. 16 Statistics Showing Data’s Influence on Customer Experience by Tricia Morriss. My Comment: Data and personalization ate HOT topics in marketing and customer experience. Some are exciting.

Customer Service 212

Customer Service Personalization Self service Metrics 212

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.

Customer Service 138

Customer Service Self service Surveys Scripts 138

ShepHyken

NOVEMBER 18, 2020

Amazon Go is a convenience store chain that has automated or self-service checkout. When they opened their first store in early 2018, nobody thought that customers would not only want a people-less way to shop, but in the wake of COVID-19, desire and demand it. You walk in the store, pick up what you want and walk out.

Self service 372

Self service Customer Experience Customer Service Technology 372

The Petrova Experience

OCTOBER 8, 2020

As we begin Q4 of an eventful 2020, it’s time to look out for the 2021 customer experience trends and tactics for creating exceptional experiences in increasingly complex environments. We rounded up Eight 2021 Customer Experience Trends and Tactics to be aware of as we get ready to close out 2020.

Customer Experience 108

Customer Experience Government Self service Healthcare 108

NICE inContact

DECEMBER 3, 2018

Both are hot topics when it comes to contact centers and customer experience. They introduce new channels and vehicles to interact with customers. The reality is that in order to deliver exceptional customer experiences, you need your contact center software to balance the need for agent-assisted and self-service channels.

Contact center software 48

Contact center software Self service Contact Center Benchmark 48

Upstream Works

DECEMBER 11, 2018

As 2018 draws to a close and we get closer to ushering in a fresh new year, there’s a temptation to sensationalize up-and-coming technologies and get a bit brazen with predictions and statements about what’s to come. Agent time is optimized, enabling them to devote more time to higher-value work that results in greater customer experience.

Customer Experience 96

Customer Experience Management Multichannel Self service 96

Mindtouch

FEBRUARY 12, 2018

MindTouch was recently named a TrustRated Top Rated Customer Experience Management Platforms for 2018. To learn more about this award, check out the full list of Top Rated Customer Experience Management Platforms of 2018. We even received a nifty Top Rated Badge! About TrustRadius.

Customer Experience 59

Customer Experience Management B2B Self service 59

DMG Consulting

FEBRUARY 15, 2018

IVAs Can Remake the Self-Service Landscape. A remarkable thing is happening in the realm of customer service: After years of rejecting self-service, customers are changing their tune. The Latest (and Greatest) in Self-Service: IVAs. By Donna Fluss. million per year.

Self service 54

Self service Interactive Voice Response Virtual Agent Analytics 54

SmartAction

NOVEMBER 7, 2018

EL SEGUNDO, CA (November 7, 2018) – SmartAction today announced it has been recognized by Frost & Sullivan as the recipient of the 2018 North American Product Leadership Award for its artificial intelligence (AI)-enhanced customer self-service solutions. About SmartAction.

Self service 40

Self service Virtual Agent Contact Center Consulting 40

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

Lumoa

FEBRUARY 6, 2018

The future of customer experience is decided. We asked 15 experts with world reputation in Customer experience the same question and the results might surprise you. Every each of them answered the following questions: How do you see the future of customer experience? Probably not.

Customer Experience 121

Customer Experience Customer centricity Education Consulting 121

bold360 Blog

OCTOBER 25, 2018

Not surprisingly a lot of the conversation was focused on digital transformation for the customer experience. While we work with great brands every day to deliver AI-powered customer engagement, it was enlightening to see how many companies are just getting started on their AI journey.

Customer Experience 40

Customer Experience Self service Technology 40

Avaya

APRIL 1, 2019

Gartner predicts “by 2023, customers will prefer to use speech interfaces to initiate 70% of self-service customer interactions, rising from 40% today.” [1]. All customer interactions are important even those driven by your Mr. Roboto interactive voice response system. 1] Gartner, Inc.,

Self service 46

Self service Interactive Voice Response Contact Center CRM 46

Eptica

JANUARY 9, 2019

Date: Wednesday, January 9, 2019 Author: Anne-Claire Bellec - Marketing Director Reviewing 2018 – our top 10 blog posts from the year. At the Eptica blog we’ve looked at all of our posts from 2018 and come up with a top 10 of the most popular and topical, based on the number of views, comments and general feedback.

Average Handle Time 89

Average Handle Time Best practices Surveys Chatbots 89

Call Experts

FEBRUARY 19, 2020

How focussed are you on improving customer experience (CX). What is customer experience? CX is the sum of all the moments your customers share during their entire customer journey. Improving this experience is about developing an emotional connection to create a brand perception of your company.

Customer Experience 80

Customer Experience Journey mapping Self service Interactive Voice Response 80

TechSee

FEBRUARY 5, 2019

If 2018 was a year when customer experience professionals came under intense pressure to map out tangible results from heavy investment, 2019 is shaping up to be the year when next generation customer experience will deliver on the promise of a wide range of new technologies. Augmented Reality Customer Experience.

Customer Experience 173

Customer Experience B2B Upselling SaaS 173

Mindtouch

APRIL 23, 2019

But the impulse to seek self-service can come at any time. Some will even search for self-service support content while they’re sitting on the—. Yet, this expectation cannot be met when the site or software powering those site experiences is down. How to Boost Contact Center Efficiency with Self-Service.

Customer Experience 87

Customer Experience Self service Contact Center Management 87

Teresa Allen

DECEMBER 19, 2017

The five steps below are critical for review of 2017 and planning for future success in 2018: 1. Study and prepare for your customer journey Identify customer types and map their journey from purchase research through product delivery and customer service follow ups.

Customer Service 94

Customer Service Customer effort Call Center Self service 94

Mindtouch

NOVEMBER 20, 2018

A successful OpenTalk 2018 indeed! This year’s theme was on the “why, how, and what” your company can do to create customer experience magic moments that lower effort and increase retention. But how do you blend an objective, data-driven strategy with a subjective customer experience? What you look for, you find.

Self service 80

Self service B2B SaaS Customer centricity 80

Kayako

JANUARY 24, 2018

I got my answer in the end (and my refund), but it wasn’t an ideal way to spend the first hour of my Sunday morning or my first customer service transaction this year that stressed out. Which brings me neatly toward 2018’s customer service trends: Customer Service Trends 2018: Creating Effortless Customer-Centric Experiences.

Customer centricity 83

Customer centricity Customer Service Self service Chatbots 83

Fonolo

JUNE 20, 2018

More and more, a way of standing out from the crowd and winning over customers is by ensuring a top-notch, personal experience from start to finish. Customer experience (CX) continues to be one of the top competitive differentiators this year, and as a result, can no longer be ignored. Calm customers with call-backs.

Customer Experience 120

Customer Experience Brand ambassadors Education Feedback 120

Fonolo

JUNE 14, 2018

2018 is game time. It’s time to look at your customers as teammates rather than as opponents. It’s time to reboot your customer experience game. Here is the reality: A poor (or even worse, unmemorable) customer experience (CX) has led to a resounding “Game Over” for many businesses in the last few years.

Chatbots 90

Chatbots Brand ambassadors Agent burnout Complaint resolution 90

VocalCom

DECEMBER 4, 2017

While artificial intelligence may not be new, its growing significance to the customer experience certainly is. In the past few years, many companies have recognized the power of AI for revolutionizing the sales and customer service processes. Here are five ways blended AI may transform customer service and sales in 2018.

Sales 0

Sales Contact center software Contact Center Self service 0

NICE inContact

JANUARY 24, 2018

How will companies that have embraced the cloud for the contact center and sales applications across their businesses continue to benefit in 2018 and beyond? Two topics come to mind: participating fully in corporate digital transformation initiatives and investigating uses of artificial intelligence in customer care.

Customer Care 74

Customer Care Cloud contact APIs Contact Center 74

Mindtouch

APRIL 16, 2018

Starting July 2018, Google will start factoring mobile page speed into search rankings (the Speed Update , as it is commonly referred to). As it turns out, there are plenty of high page speeds out there (aka, bad mobile experiences). Especially if I’m using my smartphone for self-service. And I’m not alone.

Self service 48

Self service Metrics Customer Support Technology 48

Answer Dash

OCTOBER 15, 2019

The global customer self-service market is booming, with a compound annual growth rate (CAGR) of 18.4%. Self-service is taking over and becoming a key player in the customer service market, and both companies and consumers should take notice. In other words? Here’s everything you need to know.

Self service 52

Self service Marketing Technology Personalization 52

Teresa Allen

DECEMBER 19, 2017

The five steps below are critical for review of 2017 and planning for future success in 2018: 1. Study and prepare for your customer journey Identify customer types and map their journey from purchase research through product delivery and customer service follow ups.

Customer Service 81

Customer Service Customer effort Call Center Self service 81

TechSee

FEBRUARY 12, 2018

Well, if you happen to be in customer service, this list is for you. We’ve narrowed down the 5 key customer service technology trends to watch out for in 2018. 360-degree view of your customer. view of customers by accumulating data from the various touch points that a customer may use to contact a company.

Customer Service 84

Customer Service Real estate Technical Support Analytics 84

TechSee

FEBRUARY 12, 2018

Well, if you happen to be in customer service, this list is for you. We’ve narrowed down the 5 key customer service technology trends to watch out for in 2018. 360-degree view of your customer. view of customers by accumulating data from the various touch points that a customer may use to contact a company.

Customer Service 84

Customer Service Real estate Technical Support Analytics 84