ShepHyken
OCTOBER 28, 2024
How does AI contribute to transforming contact center agents into brand ambassadors? Why is empathy important in customer service interactions, and how can AI complement this human trait? How does generative AI reduce labor costs in contact centers while maintaining human involvement?
CCNG
NOVEMBER 13, 2024
A convergence of technology, labor, business, and consumer trends is fundamentally reshaping customer service, demanding a new strategy for success. Today’s customer service remains largely stuck in its historical focus on phone calls, human agents and deflection. AI plays a crucial role in this CX transformation.
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CCNG
OCTOBER 26, 2024
Poorly managed contact center QA programs can lead to costly inefficiencies. The Efficiency Equation: Tackling Hidden Costs in Contact Centers Many contact centers today struggle with inefficiencies stemming from inconsistent processes and poorly defined performance standards.
CCNG
MARCH 12, 2025
In todays fast-paced world, customer service is all about speed. Customers dont care how much information you have they care about how fast you can solve their problem. When a customer is on hold or waiting for a response, time is critical. This leads to happier agents, which in turn leads to better customer service.
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Artificial intelligence (AI) adoption has risen dramatically in the customer service industry over the last few years. But many contact centers have yet to implement AI. In this eBook, we give an introduction to how customer service leaders are using AI to improve their customer experience.
CCNG
DECEMBER 11, 2024
The short answer is ChatGPT will not replace Conversational AI, particularly for customer service and contact center use cases. 7 Showstoppers for a pureplay ChatGPT bot in Customer Service Conversational AI is a conversational interface used for interacting with software, designed around business needs.
ShepHyken
DECEMBER 22, 2024
Each week, I read many customer service and customer experience articles from various resources. How to Improve Customer Support on a Budget by Tycoonstory (Tycoonstory) Whether youre a startup starting to gain traction, or an established business, you need to run a lean operation.
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Discover a new approach to reducing contact center attrition with our in-depth eBook. Elevate your contact center with our insights and practical recommendations, paving the way for reduced turnover, improved morale, and superior customer service. Download now and transform your management strategy.
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In the contact center industry, first-generation digital channels like email and web chat have seen significant adoption, along with video chat and co-browsing capabilities. However, customers are rapidly moving beyond these channels, seeking next-generation options.
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What does customer service excellence look like in 2024? According to our report with insights from CX expert Shep Hyken, customer expectations are at an all-time high, and there’s a bigger shift toward self-service and leveraging AI capabilities.
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To find how contact centers are navigating the transition to omnichannel customer service, Calabrio surveyed more than 1,000 marketing and customer experience leaders in the U.S. about their digital customer communication strategies. Read the report to find out what was uncovered.
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For years now, contact center admins and supervisors have leveraged bots to improve customer and employee experiences but we are at the beginning of a completely new paradigm regarding increased speed and efficiency. Implementing a modern contact center solution, powered by AI, can give contact centers a competitive advantage.
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A survey of 1,000 contact center professionals reveals what it takes to improve agent well-being in a customer-centric era. This report is a must-read for contact center leaders preparing to engage agents and improve customer experience in 2019.
Speaker: Roger Lee, VP Customer Success, Gridspace
As a result of COVID-19, contact centers are grappling with new challenges related to a remote agent workforce: agent absenteeism, long hold times, poor home internet and audio quality, less oversight and new security and privacy risks -- all on top of unique customer demands. Providing data-driven coaching in live calls.
Speaker: Roger Lee, VP Customer Success, Gridspace
As a result of COVID-19, contact centers are grappling with new challenges related to a remote agent workforce: agent absenteeism, long hold times, poor home internet and audio quality, less oversight and new security and privacy risks -- all on top of unique customer demands. Providing data-driven coaching in live calls.
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