Customer Experience Customer Service Self service 
ShepHyken
JANUARY 4, 2023
And in the world of customer service and CX, there is much to be excited about. Last month I released my annual Top Ten Customer Experience Predictions in my weekly Forbes column. Just as we want our customers to come back, we want our employees to stay. . Keep those phones open for your customers! .
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.
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Contact Center Pipeline
JANUARY 6, 2022
The pandemic exposed two significant insights about the state of customer service: A poor customer experience coupled with pandemic-fueled emotions can push customers to the brink of tears; and Customers don’t have much faith in conventional self-service options.
ShepHyken
OCTOBER 21, 2024
This episode of Amazing Business Radio with Shep Hyken answers the following questions and more: How does enhancing the employee experience contribute to a phenomenal customer service experience? How can businesses balance automated customer service solutions with human interactions?
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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.
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. By automating certain actions, contact centers can reduce resolution time and ensure consistency and accuracy in handling customer inquiries and data entry.
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.
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What does it take to engage agents in this customer-centric era? Download our study of 1,000 contact center agents in the US and UK to find out what major challenges are facing contact center agents today – and what your company can do about it.
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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.
Speaker: Kristina Evey, Customer Experience Expert and Consultant
As self-service as a customer preference continues to grow, it's more important than ever that we assess the amount of support being given to our customer service reps. Is there a way to find the right balance between self-service and support?
Speaker: Paul Weald, Contact Center Innovator
No matter what industry you're in - healthcare, customer service, sales, and more - it’s easier than you think to reduce wait times, monitor sentiment, and provide enhanced self-service options for all of your users. How AI can help you resolve queries faster and ultimately lower customer friction from all angles.
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If Artificial Intelligence for businesses is a red-hot topic in C-suites, AI for customer engagement and contact center customer service is white hot. This white paper covers specific areas in this domain that offer potential for transformational ROI, and a fast, zero-risk way to innovate with AI.
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