TechSee

MAY 4, 2021

Economic and logistical challenges have resulted in businesses turning to the gig economy to support and scale their customer service and sales efforts while lowering their fixed costs and in-house overhead. The Concept of GigCX: Freelance customer service agents. Why Customer Service is adopting the Gig Model.

Customer Service 182

Customer Service Contact Center Agent burnout Call Center 182

Callminer

FEBRUARY 4, 2021

While customer vulnerability isn’t new, it’s time companies take action to identify vulnerable customers and implement solutions to better equip company representatives and customer service agents to interact with customers experiencing vulnerability. Second, inform customers of what you’ll never ask of them.

Call Center 345

Call Center Contact Center Finance Consulting 345

TechSee

OCTOBER 9, 2018

This penchant for technology has shaped their consumer behavior and preferences, and brands must tailor their customer service strategies to suit Millennials’ attributes. They demand highly convenient and fast service. The key to reaching this powerful demographic is by understanding that technology is central to their being.

Customer Service 359

Customer Service Self service Virtual Agent Chatbots 359

CSM Magazine

JANUARY 27, 2025

Excellent customer service isnt just a nice-to-have for online wholesale storesits a necessity. Small shifts in communication, support, and responsiveness can create loyal customers who choose your store every time. Lets break down how you can make the most of these tools to provide top-notch customer service.

Customer Service 52

Customer Service Multi-channel support Chatbots CRM 52

DMG Consulting

JUNE 8, 2021

Current Status of Speech (and Text) Analytics. Interaction analytics removes the mystery from customer conversations. It gives companies access into what customers are “talking” (or writing) about and, specifically, insights into their needs and wants.

Analytics 107

Analytics Contact Center Enterprise Marketing 107

Hodusoft

OCTOBER 17, 2024

How AI and Omnichannel Support Elevate Customer Service in Call Center “Just as electricity transformed almost everything 100 years ago, today I actually have a hard time thinking of an industry that I don’t think Al (Artificial Intelligence) will transform in the next several years.”

Call Center 52

Call Center Customer Service Contact center software Chatbots 52

CCNG

SEPTEMBER 11, 2024

The technological advancements of recent years have paved the way for transformative trends that are reshaping how contact centers operate, deliver services, and engage with customers. AI-driven personalization uses data analytics and machine learning to tailor customer interactions to their individual needs and preferences.

Contact Center 195

Contact Center Technology CCNG First call resolution 195

TechSee

JUNE 25, 2019

It seems like every company in every industry wants to harness the power of AI to enhance operations and positively impact the lives of their customers. A Tata Consultancy Services survey found that 31.7% of major companies around the world are currently using AI customer service technologies, the second most common use of AI after IT.

Technology 122

Technology Customer Service Gamification Contact Center 122

AWS Machine Learning

SEPTEMBER 23, 2024

This innovation has transformed client interactions and operational efficiency through the use of Amazon Transcribe Call Analytics , Amazon Comprehend , and Amazon Bedrock. This post offers insights for businesses aiming to use artificial intelligence (AI) and cloud technologies to enhance customer service and streamline operations.

Analytics 117

Analytics First call resolution Banking Interactive Voice Response 117

Connect

APRIL 14, 2025

For instance, integrating AI technologies into chatbots, such as natural language processing (NLP) and machine learning (ML), can offload customer service interactions from agents onto AI-powered self-service channels, empowering contact centre operators to handle higher call volumes. About ‘ Connect.

Average Handle Time 65

Average Handle Time Chatbots First call resolution Cloud contact 65

Peter Lavers

SEPTEMBER 6, 2018

WCL Customer Management’s founder and MD Peter Lavers has again been named as one of the world’s top customer service influencers. He has been featured on Fit Small Business’s Top Customer Service Influencers of 2018 list. . and is an IBM Futurist and SAS Collaborator.

Customer Service 100

Customer Service Automotive B2C B2B 100

Fonolo

NOVEMBER 13, 2018

Have you been searching for the best customer service conferences to attend in 2019? We’ve made the case before that conferences offer customer service professionals a host of rewards, including valuable knowledge, product exposure, and the opportunity to build new relationships. Smart Customer Service 2019.

Customer Service 108

Customer Service Contact Center Education Engineering 108

Pointillist

JUNE 15, 2018

Much of the marketing world is still focused on customer acquisition, but to improve customer retention will yield f ar better ROI and cost about 5-25X less than customer acquisition. What is Customer Retention? Hand-picked related content: How to reduce churn using customer journey analytics ].

Customer retention 110

Customer retention Analytics Airlines SaaS 110

ProProfs Blog

APRIL 16, 2020

Do you contact customer service vs. technical support ? Let’s not get into the debate of which one is more apt in these situations because you start by trying the self-servicing options first. Left with no choice, you try getting hold of a customer service agent on the phone. That is a good starting point.

Customer Service 144

Customer Service Self service Customer Support Technical Support 144

Outsource Consultants

FEBRUARY 25, 2025

Ecommerce is booming, but 96% of customers say customer service impacts brand loyalty. Are you leveraging call centers to turn support into a revenue engine? At Outsource Consultants, we’ve seen ecommerce call center services significantly boost revenue and customer satisfaction.

Call Center 67

Call Center Sales outsourcing Technical Support 67

Comm100

MAY 7, 2024

The demand for fast, efficient, and personalized customer service is growing – and growing fast. 54% of global consumers have higher customer service expectations than they did just one year ago, according to a recent Microsoft study. How to Streamline Customer Service with 7 Actionable Strategies 1.

Customer Service 96

Customer Service Chatbots Self service Analytics 96

OrecX

MAY 20, 2020

Enterprises and customer service organizations use speech analytics today to analyze customer interactions to assess agent performance and identify service gaps. That likely isn't news to you, but what might be is that speech analytics results rely IMMENSELY on the quality of the audio recording.

Analytics 79

Analytics Engineering CRM Customer retention 79

CSM Magazine

NOVEMBER 26, 2024

With these tools, businesses can connect proactively, better understand customer needs, and nurture meaningful relationships that last. Integrating AI in customer relations allows companies to optimize customer service responses, deliver relevant content, and foster trust and loyalty.

Finance 52

Finance Chatbots Banking Analytics 52

CSM Magazine

APRIL 18, 2025

Localized content, customized challenges, and dynamic reward systems ensure that every players experience feels personal and immersive. Commitment to Innovation Soft2Bet has also been at the forefront of technological innovation, developing tools like the Motivational Engineering Gaming Application (MEGA).

Customer centricity 52

Customer centricity Gamification Engineering Finance 52

AWS Machine Learning

NOVEMBER 19, 2024

These sessions, featuring Amazon Q Business , Amazon Q Developer , Amazon Q in QuickSight , and Amazon Q Connect , span the AI/ML, DevOps and Developer Productivity, Analytics, and Business Applications topics. Leave the session inspired to bring Amazon Q Apps to supercharge your teams’ productivity engines.

APIs 101

APIs Enterprise Best practices Government 101

CX Global Media

AUGUST 8, 2019

Thanks to Anthony Scodary of Gridspace for sharing his insight at Customer Contact Week. You can also learn more in the webinar 3 Common Questions Contact Centers Should NEVER ask about Speech Analytics. We have a lot of information videos and, white papers that explained what we’ve done for our customers.

Contact Center 246

Contact Center Coaching Call Center Analytics 246

ShepHyken

SEPTEMBER 9, 2022

Chat online with customer service to resolve an issue . No matter which media or device customers employ, they need to receive the right message at the right time along their path to remain engaged. Thus, marketers need accurate, real-time information to keep customers engaged. .

Marketing 201

Marketing Sales Engineering Analytics 201

OrecX

MAY 25, 2022

Conversational analytics engines automatically identify these words and can alert managers, team leaders and/or quality evaluators who can use those relevant sections of an interaction to better coach underperforming agents. We all know customer service calls can become contentious, and overtalk does occur.

Engineering 127

Engineering Analytics Coaching Accountability 127

Zappix

JANUARY 3, 2024

With high-profile customers and industry-leading partners, Zappix is changing how consumers connect with businesses by bringing On-Demand Digital Customer Service and Visual Self-Service solutions to the market. The post Pre-Sales Engineer appeared first on Zappix.

Engineering 52

Engineering Sales Self service Big data 52

Nicereply

SEPTEMBER 28, 2021

For many people, customer service is a key factor when deciding whether or not to do business with a company. In fact, Microsoft Dynamics 365 found that 90% of people consider customer service important in their choice of brands. What to look for when choosing a customer service tool. Customizable branding.

Customer Service 98

Customer Service call center software Surveys Analytics 98

Customer Service Life

NOVEMBER 10, 2022

A customer contacts us with an apparent product issue. With a bit of digging, we discover a larger bug or problem that may need to be addressed by engineering. Before reporting to engineering we get a sense of how many customers are impacted by the issue. After all, we need our agents to interact with customers, right?

Contact Center 132

Contact Center Engineering Average Handle Time Analytics 132

AWS Machine Learning

NOVEMBER 17, 2023

In this post, we provide a step-by-step guide with building blocks to create a customer service bot. Components in agents for Amazon Bedrock Behind the scenes, agents for Amazon Bedrock automate the prompt engineering and orchestration of user-requested tasks. The observation is the result of carrying out the action.

APIs 115

APIs Customer Service Construction Analytics 115

OrecX

JANUARY 27, 2022

Some of those ways include: Automated QA - Organizations can now capture and automatically analyze (with the addition of AI and speech analytics ) all their agent calls rather than a mere sampling, without adding more supervisors and quality evaluators. Supervisors can then intervene live to stave off any issues.

Scripts 127

Scripts Analytics Education Contact Center 127

Callminer

OCTOBER 11, 2018

Fortunately, there are valuable tools that can help you gain deeper insights, such as speech analytics , to better leverage your data and boost call center performance. Cory Peace is the Head of Operations at Simplr , where he helps customer service specialists provide top-notch customer service to high growth companies.

Call Center 561

Call Center Metrics Contact Center Wait times 561

ShepHyken

NOVEMBER 18, 2022

Of course, in the work of dedicated customer service, there can also be difficulties, such as the right choice of technology to be used. B2B customer service best practices . The main challenge of b2b companies . Sometimes the contractor may simply not understand the area in which they have to work.

B2B 176

B2B Customer Support Best practices Coaching 176

OrecX

MARCH 3, 2022

When a speech analytics solution is also deployed, the recorded audio is streamed right to the transcription and analytics engines to distill critical insight as the conversation unfolds. Do you have speech analytics installed or are you planning to deploy it? Do you Need Real-Time or Post-Call?

Average Handle Time 118

Average Handle Time Analytics Engineering Government 118

Callminer

FEBRUARY 21, 2018

She leads a team of highly engaged Team Leaders, Trainers, and Supervisors who share her commitment to exceptional customer service. Peter Abah is the Head of Customer Support at Hotels.ng. He is an Information technology enthusiast and petroleum engineer by discipline from Nigeria with a desire to make it work.

call center software 210

call center software Call Center Contact Center Interactive Voice Response 210

TechSee

MARCH 7, 2023

She combines expertise in operations management, finance, customer operations, strategy development and execution, complex problem solving, and large organization leadership with complex negotiation, analytical, and interpersonal skills.

Chief Customer Officer 207

Chief Customer Officer Contact Center Telecommunications Finance 207

CSM Magazine

JANUARY 31, 2025

Each brings innovative technologies with tremendous potential to transform customer engagement. Their entrance signals an exciting new chapter in customer experience technology, with each player offering unique capabilities and approaches to solving complex customer service challenges.

Customer Experience 52

Customer Experience Coaching Analytics Technology 52

Outsource Consultants

FEBRUARY 18, 2025

These include: Inaccurate or incomplete service delivery: Falling short of promised service levels, whether through errors, omissions, or a failure to fully understand customer needs. Lack of responsiveness and timely resolution: Slow response times and unresolved issues can quickly escalate customer dissatisfaction.

Feedback 67

Feedback Customer centricity Best practices Engineering 67

TeleDirect

DECEMBER 20, 2024

What is Customer Experience? Customer experience encompasses every interaction a customer has with a brand, from the initial awareness stage to post-purchase support. It includes: Customer Service : The direct interactions customers have with support teams.

Customer Experience 62

Customer Experience Journey mapping Call Center Chatbots 62