ShepHyken

APRIL 30, 2021

He writes about using technology to meet the evolving needs of customers and preparing for future disruptions.?. Modern customers want real-time interactions that are personalized and consistent. To meet their demands, we expect to see more technology in customer support in 2021, as well as a growth in omnichannel support strategies.

Customer Service 378

Customer Service Chatbots Analytics Upselling 378

ShepHyken

SEPTEMBER 15, 2020

As with any new technology, there always needs to be a human fallback. They must also find new ways to create that personalized experience. Quotes: “Bringing together the analytic power of AI and the context and empathy power of a human being can deliver an incredibly personalized, really effective, fast selling process.”.

B2C 325

B2C B2B Self service Sales 325

Win the Customer

DECEMBER 23, 2024

Hyper-Personalization at Scale: Trend: AI-powered tools are enabling hyper-personalization of customer interactions at an unprecedented scale. Implement personalized recommendations, proactive support, and tailored communication strategies across all customer touchpoints.

Personalization 59

Personalization Customer Service Telecommunications Chatbots 59

Vistio

OCTOBER 15, 2024

As the workplace becomes more data-driven, advanced analytics is emerging as a key tool in understanding and improving agent retention. In this blog post, we’ll explore how companies can leverage analytics to not only reduce agent attrition but also foster a more engaged, successful workforce. This is where data comes in.

Analytics 52

Analytics Coaching Morale Metrics 52

TechSee

NOVEMBER 27, 2024

By focusing on efficient service interactions, nurturing a customer-centric culture, and leveraging technology, we’ll outline how enterprises not only create a seamless and delightful customer experience but also drive business growth. Technology’s Role in Enhancing Service Interactions 8.

Customer Experience 124

Customer Experience Customer centricity Average Handle Time Telecommunications 124

Calabrio

FEBRUARY 28, 2025

Analytics Voice Analytics: Unlock Insights in Your Contact Center Conversations Share In the data-driven contact center of today, understanding the nuances of customer conversations is paramount. What is voice analytics? What is voice analytics? It delves deeper into the emotional and contextual layers of speech.

Analytics 52

Analytics Contact Center contact center workforce Average Handle Time 52

TeleDirect

JANUARY 20, 2025

Leveraging Technology for Customer Loyalty Modern call centers utilize advanced tools to enhance the customer experience, such as: CRM Systems: Deliver personalized service with access to customer history. AI-Driven Analytics: Identify customer sentiment and provide real-time suggestions for agents.

Call Center 127

Call Center First call resolution Best practices CRM 127

ShepHyken

JUNE 1, 2023

This week, we feature an article by Miika Makitalo, CEO of HappyOrNot , the company behind the Smiley Touch™ customer experience improvement solution and a leader in data analytics. He discusses how feedback and data analytics can make or break the customer experience. The customer experience has come a long way in the past decade.

Analytics 156

Analytics Customer Experience Feedback Chatbots 156

TeleDirect

DECEMBER 25, 2024

How 24/7 Call Centers Use Technology to Improve CX Modern 24/7 call centers leverage advanced technologies to enhance efficiency and customer experience. Enable personalized support by providing agents with relevant information. Technology Offer 24/7 technical support to troubleshoot issues. These include: 1.

Call Center 127

Call Center Customer Experience Technical Support First call resolution 127

ShepHyken

FEBRUARY 9, 2025

5 Touchdowns: How the NFL Is Winning over Fans by Francesca Di Meglio (CX Network) By leveraging data analytics and offering personalized experiences, football is growing exponentially. Over the years, CX has evolved with new ideas, enhancements, and technology that drive a better experience and engagement.

Customer Service 187

Customer Service Best practices Customer Experience Analytics 187

TeleDirect

JANUARY 20, 2025

The Future of Call Centers: Trends and Predictions for 2025 and Beyond As we navigate through 2025, the future of call centers in the US stands at the forefront of a technological and operational revolution. By leveraging cloud-based technologies, these centers deliver seamless and consistent customer experiences.

Call Center 118

Call Center Big data call center workforce Technical Support 118

Callminer

NOVEMBER 9, 2020

Scammers are armed with advanced technology and access to private user data obtained through illicit channels. For more information on fraud prevention through the use of speech analytics and AI, download our white paper, Sitel + CallMiner Survey: Preventing Fraud and Preserving CX with AI.

Call Center 345

Call Center Banking Contact Center Accountability 345

CSM Magazine

NOVEMBER 26, 2024

Thanks to advances in technology, getting a mortgage has never been more streamlined or customer-friendly. Here’s how technology is revolutionizing customer service in the mortgage industry. Here’s how technology is revolutionizing customer service in the mortgage industry.

Technology 52

Technology Customer Service Real estate Chatbots 52

ShepHyken

FEBRUARY 20, 2023

Using customer data is an opportunity for brands to create an excellent customer experience, whether it is for preventing fraud, marketing, or enhancing personalization. Because customers have different levels of willingness to share their data, there is no all-in-one solution when it comes to marketing or providing personalized service.

Personalization 167

Personalization Customer Experience B2C B2B 167

CSM Magazine

OCTOBER 22, 2024

Technology is no longer just a backend facilitator—it’s transforming how businesses engage with their customers on every level. As we explore the role of technology in enhancing customer experience, let’s dive into the tools and strategies shaping modern CX and how they can elevate your business.

Technology 52

Technology Customer Experience Chatbots CRM 52

TMP Direct

JANUARY 5, 2025

Staying ahead of the competition requires leveraging analytics to gain deeper insights into customer behavior, preferences, and challenges. Analytics help track key metrics like response times, resolution rates, and wait times to ensure efficient interactions. Analytics also help streamline processes, ensuring smoother operations.

Analytics 52

Analytics Customer Experience Chatbots Upselling 52

NobelBiz

OCTOBER 22, 2024

Fortunately, contact centers can make full use of analytics and smart routing capabilities to maximize inbound call capabilities. At NobelBiz, we take pride in providing solid omnichannel solutions that put these technologies together to achieve maximum performance and high customer satisfaction in call centers.

Analytics 52

Analytics Interactive Voice Response Contact Center First call resolution 52

AWS Machine Learning

MARCH 18, 2025

This is where the integration of cutting-edge technologies, such as audio-to-text translation and large language models (LLMs), holds the potential to revolutionize the way patients receive, process, and act on vital medical information. Recommendations for personalized patient care or adjustments to treatment regimens.

Healthcare 109

Healthcare Analytics Consulting Consulting 109

TechSee

DECEMBER 11, 2024

2024 promised groundbreaking shifts in customer service, with experts forecasting transformative technologies and strategies. Prediction 1: Generative AI Will Redefine Service Forecast : Generative AI was poised to revolutionize customer interactions by enabling hyper-personalized, context-aware communication. Outcome : Mixed accuracy.

Self service 109

Self service Enterprise Finance Healthcare 109

AWS Machine Learning

OCTOBER 16, 2024

To address this, Intact turned to AI and speech-to-text technology to unlock insights from calls and improve customer service. In this post, we demonstrate how the CQ solution used Amazon Transcribe and other AWS services to improve critical KPIs with AI-powered contact center call auditing and analytics.

Customer Service 82

Customer Service Scripts Coaching Finance 82

3CLogic

DECEMBER 17, 2024

Rapid technological advancements have affected customer expectations, with 73% demanding better personalization and 81% faster service. resulting in better, faster, more personalized experiences. The contact center industry is constantly evolving. Trends and predictions shaping the contact center of tomorrow 1.

Contact Center 98

Contact Center Self service Coaching Benchmark 98

Calabrio

MARCH 5, 2025

Analytics Customer Experience (CX) Analytics: A Complete Guide for 2025 Share Today, the experiences businesses offer their customers before, during, and after purchase are every bit as important as the products and services they sell. Dig into this guide on CX analytics and learn how you too can unearth game-changing CX insights.

Analytics 52

Analytics Customer Experience Agent Empowerment Contact Center 52

ShepHyken

OCTOBER 2, 2020

The rise of technologies and deep penetration of automation in the business sectors has transformed the way brands interact with customers. We expect to receive personalized service everywhere – even if we are talking about the devices in our home. The technologies will continue to evolve. Personalize Healthcare.

Advertising 259

Advertising Big data Healthcare Personalization 259

Callminer

MARCH 2, 2020

Improvement strategies targeting everything from internal business operations to technological integrations can have a powerful effect on your first call resolution rate. Demographics grant extra insight into the needs of your company’s customers, telling you a bit about their personal, cultural and geographical history.

First call resolution 291

First call resolution Metrics Analytics Call Center 291

CX Accelerator

NOVEMBER 11, 2022

Customer Insights/Measurement/Analytics. While not required, the person in this role is often an extroverted visionary. CUSTOMER INSIGHTS/MEASUREMENT/ANALYTICS Understanding your customers is at the heart of customer experience. The 8 skills required by any CX team are: Strategy. Customer Journey Mapping. Change Management.

Journey mapping 307

Journey mapping Customer centricity Analytics Government 307

Beyond Philosophy

SEPTEMBER 1, 2022

Psychology Today describes it as “ a process that gives us the ability to know something directly without analytic reasoning, bridging the gap between the conscious and nonconscious parts of our mind, and also between instinct and reason. ”. My intuition aids me when I need technology by sending me to buy Apple products.

Analytics 370

Analytics Consulting Consulting Personalization 370

TeleDirect

JANUARY 7, 2025

Advanced analytics and reporting to monitor performance and identify trends. If youre looking to differentiate your business from competitors, investing in a call center can help you deliver personalized, efficient, and consistent service. Leverages customer data to personalize interactions and improve satisfaction.

Call Center 126

Call Center Wait times Abandon Call Multichannel 126

ShepHyken

DECEMBER 10, 2019

They discuss the need for more awareness and empathy among customer service agents and how AI and technology can provide that. > AI technology and software can guide contact center agents through these pitfalls in real-time, empowering them to take better care of customers through empathy. Shep Hyken interviews Joel Makhluf.

Coaching 263

Coaching Contact Center Analytics Call Center 263

TeleDirect

DECEMBER 24, 2024

Top 3 Trends Shaping Customer Service in 2025 Customer service is undergoing a revolutionary transformation as businesses adapt to evolving consumer expectations, technological advancements , and the competitive need for personalization.

Customer Service 62

Customer Service Analytics Airlines CRM 62

AWS Machine Learning

JULY 15, 2024

In this post we show you how Mixbook used generative artificial intelligence (AI) capabilities in AWS to personalize their photo book experiences—a step towards their mission. Instead, it provides a creative partner to enable the user’s own storytelling to imbue a book with personal flourishes.

Personalization 120

Personalization Engineering Benchmark Analytics 120

Blueship Call Center

DECEMBER 30, 2024

Modern call centers also use AI-driven tools and predictive analytics, along with real-time chatbots, to improve customer satisfaction by responding quickly. For industries such as travel, healthcare, and technology, 24/7 availability is critical because customers expect instant solutions.

outsourcing 75

outsourcing Call Center Technical Support Telemarketing 75

Outsource Consultants

FEBRUARY 25, 2025

These services go beyond traditional support, offering personalized interactions and leveraging advanced technologies to enhance the online shopping experience. They provide personalized interactions that can turn one-time buyers into repeat customers. 47% to 76% of consumers anticipate personalized interactions with brands.

Call Center 67

Call Center Sales outsourcing Technical Support 67

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

3CLogic

JANUARY 28, 2025

73% of customers expect better personalization and 81% faster service than ever before. By consolidating technologies such as CCaaS and CRM into a single, centralized platform, CXaaS empowers organizations with streamlined workflows and omnichannel engagements. What is CXaaS?

Customer Experience 105

Customer Experience CRM Contact Center Enterprise 105