ShepHyken

NOVEMBER 14, 2024

This week, we feature an article by Andy Watson, Senior Product Marketing Manager, Customer Experience at RingCentral. He shares how AI is transforming customer and employee experiences by enhancing efficiency, engagement, and satisfaction through generative AI, chatbots, and real-time support. in 2022 to 28.1%

Chatbots 168

Chatbots Contact Center Self service Customer Experience 168

ShepHyken

DECEMBER 16, 2024

Each week, I read many customer service and customer experience articles from various resources. My Comment: Lets kick off this week with a powerful statement: In 2025, delivering exceptional customer experiences (CX) is the difference between growth and decline. Second: CX Is More Than Just Customer Service.

Customer Service 156

Customer Service Contact Center Metrics Consulting 156

ShepHyken

FEBRUARY 12, 2024

What are the challenges in finding the right balance between technology and human support in customer experiences? What frustrations do customers face when dealing with customer service, and how can AI address them? How can AI be used to personalize and contextualize customer experiences in contact centers?

Brand ambassadors 396

Brand ambassadors Contact Center Healthcare Self service 396

ShepHyken

MARCH 18, 2024

Each week, I read many customer service and customer experience articles from various resources. by Dan Gingiss (Dan Gingiss) Today, your customers compare you to every customer experience they have with every other brand. It’s grown to include all of the customer experiences your customer has every day.

Customer Service 223

Customer Service Government Customer centricity Customer Experience 223

ShepHyken

JANUARY 7, 2024

Each week, I read many customer service and customer experience articles from various resources. This article describes it as “When every person thinks about how their actions will affect the customer’s experience, even employees who never have direct contact with those customers.” I agree with the title.

Customer Service 186

Customer Service Contact Center Customer centricity Banking 186

ShepHyken

FEBRUARY 25, 2024

Each week, I read many customer service and customer experience articles from various resources. 4 Reasons Why Your Customer Service Is About to Get a Whole Lot Better in 2024 by Mike Murchison (Entrepreneur) When it comes to AI and customer service, we’re going to see a virtuous cycle in 2024.

Customer Service 172

Customer Service Customer advocacy Average Handle Time Customer centricity 172

TeamSupport

DECEMBER 20, 2023

Either way, before you pop that bottle of champagne, it’s time to start thinking about New Year’s resolutions for your customer support team. In today’s increasingly competitive marketplace, people—particularly those in customer support—are key to setting your company apart from the crowd.

Customer Support 108

Customer Support Feedback Chatbots Best practices 108

ShepHyken

JANUARY 21, 2024

Each week, I read many customer service and customer experience articles from various resources. My Comment: We open this week’s Top Five roundup with four experts from Gartner who share their thoughts about the top three customer service and support trends for 2024. Connect with Shep on LinkedIn.

Customer Service 166

Customer Service Advertising Chatbots Self service 166

CCNG

AUGUST 28, 2024

By rapidly embracing digital tools like AI, Analytics, and Automation, contact centers are completely changing how they function and deliver customer experience. This ultimately improves the contact center’s efficiency, reduces costs, provides 24/7 customer support, and enables informed decision-making. from 2022 to 2030.

Contact Center 195

Contact Center Interactive Voice Response Customer Experience CCNG 195

ShepHyken

JULY 7, 2024

Each week, I read many customer service and customer experience articles from various resources. This is What is Missing From Your Customer Experience Playbook by Anne Marshall (Entrepreneur) One-size-fits-all customer experience playbooks don’t exist — and for good reason.

Customer Service 216

Customer Service Best practices Marketing Customer Experience 216

ShepHyken

FEBRUARY 12, 2024

Each week, I read many customer service and customer experience articles from various resources. If you don’t understand how they think about purchases and support, it’s time to learn. Our customer service and CX research confirm this. They asked Dan Gingiss to share some of his customer experience wisdom.

Customer Service 186

Customer Service Self service Personalization Customer retention 186

ShepHyken

SEPTEMBER 15, 2024

Each week, I read many customer service and customer experience articles from various resources. Beat Your Best Quality Scores – 15 Quick Wins by Megan Jones (Call Centre Helper) Improving quality scores in customer service is an ongoing process that requires dedication, effective communication, and continuous training.

Customer Service 223

Customer Service Airlines Self service CRM 223

Hodusoft

NOVEMBER 14, 2024

HoduCC's Predictive Dialer Carves a Place on Software Advice's FrontRunner 2024 List Legendary Greek philosopher Aristotle rightly said, “We are what we repeatedly do. The FrontRunner rankings provide valuable insights to businesses searching for tools that can elevate their customer support and operations. out of five.

Interactive Voice Response 52

Interactive Voice Response Contact center software Abandon rate Average Handle Time 52

ShepHyken

AUGUST 25, 2024

Each week, I read many customer service and customer experience articles from various resources. How Employee Experience Connects with Customer Experience by Francesca Di Meglio (HR Exchange Network) Positive employee experience begets customer experience. The benefits are numerous.

Customer Service 223

Customer Service Customer centricity Chatbots Self service 223

ShepHyken

JUNE 2, 2024

Each week, I read many customer service and customer experience articles from various resources. The Secret to Dealing With Awkward Customers by Call Centre Helper (Call Centre Helper) Let’s talk about awkward customers… You know, the ones that make you seriously think that some people aren’t worth doing business with!

Customer Service 216

Customer Service Chatbots Metrics Consulting 216

ShepHyken

MAY 13, 2024

Each week, I read many customer service and customer experience articles from various resources. 8 Keys to Making Customer Service a More Positive Experience by Martin Zwilling (Inc. They expect you to be there, to know their history as a customer, and to treat them with priority and respect.

Customer Service 200

Customer Service Customer retention Metrics Advertising 200

ShepHyken

OCTOBER 6, 2024

Each week, I read many customer service and customer experience articles from various resources. 7 Ways to Boost Customers’ Emotional Connection and Loyalty with Your Brand by Annette Franz (MarTech) Loyalty. His recent article about a customer experience action statement is important for every organization to read.

Customer Service 208

Customer Service Customer emotions Customer Experience Marketing 208

ShepHyken

JULY 15, 2024

Each week, I read many customer service and customer experience articles from various resources. Phrases Customers Hate by BJ Bueno (The Cult Branding Company) Try avoiding these phrases like the plague. Conducted by Gartner, the findings are based on a survey of almost 6,000 customers across four continents.

Customer Service 216

Customer Service Surveys Accountability Customer Experience 216

OctopusTech

OCTOBER 21, 2024

It offers organizations in a range of industries affordable, effective customer support solutions. Westshore BPO specializes in providing live chat services to businesses around the clock, which helps them increase customer happiness, response times, and customer engagement. Adarsh Vasudev founded the company in 2018.

outsourcing 62

outsourcing Telemarketing Business Process Outsourcing Customer Support 62

VirtualPBX

OCTOBER 24, 2024

One of the newest products in the VirtualPBX family of communications, AirDial , has been recognized by TMC Labs with an Innovation Award for 2024. The City of New York Fire Department (FDNY) The Fire Department of the City of New York (FDNY), record ID # 2024-TMFRAL-001851-VRNC, for connecting fire alarm panels.

Wireless 52

Wireless Transportation industry standards Enterprise 52

Zappix

JANUARY 21, 2025

This surge underscores digital self-service solutions’ critical role in enhancing customer experiences, deflecting calls from contact centers, and driving efficiency in support processes. To learn more about Zappix, go to [link] Contact Zappix, Inc. To learn more about Zappix, go to [link] Contact Zappix, Inc.

Self service 52

Self service Average Handle Time Interactive Voice Response Contact Center 52

Comm100

DECEMBER 12, 2023

This blog will delve into the top four customer service trends that are expected to take center stage in 2024. This blog is written for you, the experienced customer service professionals, who are the driving force behind these changes that will improve CX and internal efficiencies.

Customer Service 98

Customer Service Chatbots APIs Government 98

ShepHyken

OCTOBER 1, 2023

Each week, I read many customer service and customer experience articles from various resources. My Comment: For those in the customer support world, this article is for you. AHT, as in average handle time, is a metric used to measure the average length of time for a customer support call.

Customer Service 181

Customer Service Average Handle Time Contact Center Metrics 181

ShepHyken

NOVEMBER 19, 2023

Each week, I read many customer service and customer experience articles from various resources. My Comment: The obvious way to track customer satisfaction is by asking the customer for feedback. This short article will get you thinking about the clues indicating your customer support and CX efforts are working.

Morale 166

Morale Customer Service Chatbots Feedback 166

ShepHyken

NOVEMBER 6, 2023

Each week, I read many customer service and customer experience articles from various resources. Consider this finding cited in the article: “48% of consumers become angry while communicating with customer service.” My Comment : When the economy is down, customers want more value for their dollar.

Customer Service 186

Customer Service Self service Surveys Contact Center 186

delighted

OCTOBER 3, 2024

Artificial intelligence is transforming the online shopping experience Ecommerce is one of the many industries leveraging generative AI to increase efficiency and transform retail experiences. From writing product descriptions to automating customer support queries with chatbots, the opportunities to implement AI are limitless.

Chatbots 93

Chatbots Advertising Surveys Personalization 93

CSM Magazine

OCTOBER 7, 2024

Technology is fast changing how businesses connect with customers in 2024. It’s more than chatbots or AI assistants; it’s about real, practical benefits that boost customer satisfaction. Cloud-powered personalization tailors experiences, while blockchain ensures transaction security. Adapt now to thrive.

Technology 52

Technology Customer Experience Chatbots Analytics 52

LiveVox

NOVEMBER 22, 2023

In 2023, the financial services industry witnessed a transformative shift in customer support technologies. As we step into 2024, it’s crucial for industry players to keep pace with these advancements. This guide delves into the latest trends and tools reshaping customer experiences in financial services.

Customer Support 76

Customer Support Technology Customer Experience 76

Dialer 360

OCTOBER 31, 2024

However, good customer support and prompt response to every client are crucial. From automatic redialing to voicemail drop, agents save their time and focus on a conversation that matters most Conversation AI Voicebot Streamline call flow and handle a large volume of calls during AEP season with automated customer support.

Call Center 31

Call Center voip Complaint resolution Analytics 31

customer sure

DECEMBER 6, 2023

Customer experience has increasingly become a key differentiator that can make or break a business. Done right, a customer experience programme can deliver astronomical business advantages, propelling a company to new heights. When you think about it, customer experience opportunities truly are everywhere.

Customer Experience 62

Customer Experience Brand ambassadors Healthcare Journey mapping 62

AWS Machine Learning

MAY 9, 2024

FAST has earned a fourth consecutive leader ranking in the 2024 ISG Provider Lens report for its seamless integration with Verisk’s data, analytics, and claims tools. In this post, we describe the development of the customer support process in FAST incorporating generative AI, the data, the architecture, and the evaluation of the results.

Engineering 130

Engineering Customer Support APIs Government 130

Totango

MAY 7, 2024

The pre-sale experience is unbelievably crucial to setting the tone for the overall customer experience,” says Katie. If Sales co-owns NRR, they are disincentivized to oversell to customers who will be more likely to churn, thus making CS’s job far easier.

Sales 103

Sales Upselling Metrics Accountability 103

AWS Machine Learning

FEBRUARY 21, 2025

Providing effective multilingual customer support in global businesses presents significant operational challenges. Through collaboration between AWS and DXC Technology, weve developed a scalable voice-to-voice (V2V) translation prototype that transforms how contact centers handle multi-lingual customer interactions.

Engineering 97

Engineering Technical Support Contact Center Feedback 97

CSM Magazine

MARCH 28, 2025

But for traders, Solana will always lie in its proven potential for enabling real-time processing of decentralized applications that can bolster customer-facing processes. Due to Solanas low latency and reliably high throughput, it is well-positioned to deliver these experiences. However, the early adopters are already making progress.

Customer Service 52

Customer Service Education CRM Healthcare 52

BlueOcean

AUGUST 19, 2024

This leads some businesses to think of customer support as a necessary evil, something you’d rather not have to deal with but can’t avoid. Recent research at McKinsey reveals a strong positive correlation between customer experience (CX) ratings and financial performance. Make it about the customer Obvious, right?

Customer Support 62

Customer Support outsourcing Average Handle Time Contact Center 62

BlueOcean

AUGUST 19, 2024

This leads some businesses to think of customer support as a necessary evil, something you’d rather not have to deal with but can’t avoid. Recent research at McKinsey reveals a strong positive correlation between customer experience (CX) ratings and financial performance. Make it about the customer Obvious, right?

Customer Support 62

Customer Support outsourcing Average Handle Time Contact Center 62

Connect

JANUARY 26, 2024

With many CX leaders reconsidering their entire customer journey, 2024 marks a year of significant transformation. In this report, Zendesk unveils ten trends that are propelling the customer experience towards a more intelligent future. Download the Zendesk CX Trends Report 2024 : Download IAbout ‘ Connect.

Chatbots 52

Chatbots Customer Support Customer Experience Personalization 52