Global Response

MARCH 24, 2025

In this article, well explore what a call center knowledge management system (KMS) is and how it can bridge the gaps between your agents, information storage, and customer service. As self-service systems get smarter, your agents are left to manage more complex customer issues.

Call Center 62

Call Center Management Abandon rate outsourcing 62

ShepHyken

JANUARY 6, 2021

While people have embraced self-service solutions and digital selling experiences, COVID-19 saw customers who normally would be happy with the digital experience reaching out to companies just to talk to someone who cares. Customers enjoy feeling connected—when companies know who they are—even if it’s at a digital level.

Chatbots 431

Chatbots Surveys Self service Personalization 431

Wowdesk Blog

FEBRUARY 4, 2025

Research shows that 86% of buyers are willing to pay more for a great customer experience, and companies that prioritize customer support software see up to 60% higher profits. With the rapid digital transformation, businesses must adopt the best customer support software to enhance efficiency and satisfaction.

Customer Support 52

Customer Support Chatbots Multi-channel support CRM 52

ShepHyken

NOVEMBER 23, 2018

This week we feature an article by Pascal van Opzeeland who writes about the quality of customer support and what it takes to provide great customer support. – Shep Hyken. What makes a customer support interaction good or bad? To be good, a customer support interaction needs to be….

Customer Support 176

Customer Support Customer effort Self service Metrics 176

ShepHyken

SEPTEMBER 17, 2019

Keeping Customer Service Relevant to Self-Service and Proactive Service. They discuss the evolution of customer service and customer needs in a digital world, and how companies can employ self-service and proactive service to meet customer demands.

Self service 266

Self service Chatbots Feedback Customer Service 266

ShepHyken

NOVEMBER 21, 2023

Top Takeaways: Self-service is becoming more than just enabling customers to attempt to resolve their own issues. The lockdown has changed our customers’ perspective on how they want to spend their time. The lockdown has changed our customers’ perspective on how they want to spend their time.

Personalization 248

Personalization Self service Chatbots Customer Support 248

TeamSupport

SEPTEMBER 8, 2022

You just want to noodle over Baba O’Reilly but now you have to call support, explain a whole spiel, and potentially deal with long wait times and some irritating back-and-forth until you can finally realize your inner Sister Rosetta Tharpe. Self-service is the DIY of the digital epoch. Self-service checklist.

Self service 98

Self service B2B Customer centricity Customer Support 98

TeleDirect

DECEMBER 25, 2024

A 24/7 call center ensures: Seamless support for customers worldwide. No disruptions in service due to time differences. Enhanced Brand Loyalty Consistently excellent customer support fosters trust and loyalty. Agents can address problems as they arise, preventing escalation and ensuring customer satisfaction.

Call Center 127

Call Center Customer Experience Technical Support First call resolution 127

Wowdesk Blog

JANUARY 31, 2025

Whether a startup or an enterprise, investing in a helpdesk system optimizes operations and enhances customer loyalty. In this article, well explore why businesses must adopt a helpdesk ticketing system for seamless support. Overview of Customer Support Challenges Managing customer support without a dedicated system can be chaotic.

Customer Support 52

Customer Support Multi-channel support Analytics Chatbots 52

ProProfs Blog

FEBRUARY 7, 2020

Everyone says that customer support used to be easy. For an 18th century blacksmith, the questions and concerns from customers were pretty simple. At least it was obvious that customers would simply walk to the store whenever they needed support. . Customer support is not rocket science.

Customer Support 160

Customer Support Surveys Inbound sales Construction 160

Playvox

JULY 31, 2023

When thinking about workforce management (WFM), often people think of forecasting and scheduling. However, some of the quickest ROI can come from the employee self-service (ESS) aspects of a WFM solution. What Is Employee Self-Service? Effective workforce management is essential for any business.

Self service 85

Self service Management Coaching Contact Center 85

SmartAction

NOVEMBER 15, 2023

In today’s fast-paced business landscape, customer self-service has become a pivotal aspect of delivering exceptional customer experiences. As we look towards 2024, the world of customer self-service is at a crossroads, with new challenges and opportunities on the horizon.

Self service 100

Self service Virtual Agent Chatbots Analytics 100

TeamSupport

OCTOBER 12, 2022

Most businesses maintain some sort of customer self-service tools, whether it’s a chatbot or guide bot framework or a collection of knowledge base articles. Chances are your business maintains some sort of a self-service option, but does your business do a good job of promoting that to your customers?

Self service 98

Self service Chatbots Engineering Customer Support 98

ShepHyken

NOVEMBER 20, 2020

These are micro-goals that drive your team towards customer satisfaction, e.g. “ We will respond to email messages within 6 hours”. These are strategies like “Hire empathetic people for customer support team” that maximize customer satisfaction. Strategies. Like live chat, you can add chatbots to all websites.

Customer Service 378

Customer Service Chatbots Education Feedback 378

TechSee

MARCH 11, 2025

Use Case Example: A leading security provider deployed Sophie AI’s Agent Assist with visual AI capabilities to save hundreds of thousands of dollars in service overhead in the first month alone. AI Agents: Fully Autonomous Customer Support AI Agents handle entire customer interactions without human involvement.

Customer Service 109

Customer Service Education Self service CRM 109

ShepHyken

NOVEMBER 1, 2020

(Sharpen) If your customer service reps were honest, here’s a look into what they’d say – and tips you can use to help them during this spooky season and beyond. It is the scary reality of what happens when you don’t properly manage your customer service reps – and how to right what is wrong.

Customer Service 277

Customer Service Customer Support Self service Customer Experience 277

ShepHyken

APRIL 23, 2021

What they did right: With more than 1,2000 stores worldwide and an e-commerce site with millions of monthly visitors, it made sense that Best Buy created a separate account solely for customer support. If you have a wide-reaching brand, it could help to create a separate account to hone in on those customer inquiries. .

Customer Service 338

Customer Service Advertising B2B Chatbots 338

Callminer

FEBRUARY 23, 2021

More Flexible Service Solutions. Consumers are looking for solutions to their problems across a range of channels, including digital and self-service, in ever-increasing numbers, thanks to pandemic pressures and storefronts closing. ” – Keti Limani, Customer Service trends 2021 , Surveypal; Twitter: @Surveypal.

Call Center 376

Call Center Technology Banking Contact Center 376

AWS Machine Learning

JULY 1, 2024

Organizations strive to implement efficient, scalable, cost-effective, and automated customer support solutions without compromising the customer experience. Prerequisites To implement this solution, you need the following: An AWS account with privileges to create AWS Identity and Access Management (IAM) roles and policies.

Self service 115

Self service Chatbots Accountability Finance 115

Nicereply

APRIL 6, 2022

In particular, one of the most affected areas by the pandemic is the customer support segment. In this blog, you’ll learn more about the changes in the industry caused by COVID-19 and how you can manage your team better during quarantine. What’s Changed in the Customer Support System? Enhancing customer experience.

Customer Support 98

Customer Support Morale Chatbots Wait times 98

ShepHyken

FEBRUARY 9, 2021

Creating the Most Convenient Experience in Customer Support. They discuss the importance of creating a convenient CX and the impact an omnichannel platform has on the way businesses interact with their customers. How to create a convenient customer service experience? Welcome to the MEconomy.

Multichannel 226

Multichannel Chatbots Self service CRM 226

ShepHyken

AUGUST 25, 2024

How Employee Experience Connects with Customer Experience by Francesca Di Meglio (HR Exchange Network) Positive employee experience begets customer experience. Avoiding the Top Self-Service Pitfalls to Deliver an Exceptional Customer Experience by Susie Harrison (CX Today) Self-service has undoubtedly been a boon in CX.

Customer Service 220

Customer Service Customer centricity Chatbots Self service 220

TechSee

APRIL 17, 2022

The unpleasant experience of being bounced around, waiting on hold as you are passed from one customer service agent to the next is why many consumers dread contacting customer support. To put it another way, warm transfers now blend a customer journey across channels into a single continuous brand experience.

Customer Experience 207

Customer Experience Self service Call Center Chatbots 207

Hodusoft

JANUARY 17, 2025

Top 7 Tips for Reducing Wait Times in Microfinance Customer Support Using IP PBX Call Routing “Dear customer, please hold. ” We all have heard this pre-recorded audio message at some point in our lives when we call a customer support number. Your call is important to us.”

Wait times 52

Wait times Interactive Voice Response Customer Support Call flow 52

ShepHyken

NOVEMBER 6, 2023

When a customer is upset and calls customer support, the problem happens long before the customer decides to contact the customer. My Comment: Self-service is great until it doesn’t work. Peter Drucker is known for saying, “You can’t manage what you don’t measure.”

Customer Service 183

Customer Service Self service Surveys Contact Center 183

ShepHyken

NOVEMBER 4, 2022

This week, we feature an article by Baphira Wahlang Shylla, a digital marketer at Knowmax , a SaaS company that provides knowledge management solutions for various industries that are seeking to improve their customer service metrics. She shares how BPOs can enhance your customer experience.

Customer Experience 167

Customer Experience Scripts Self service outsourcing 167

Inbenta

OCTOBER 6, 2022

Key Takeaways: During the pandemic, 53% of customers have made calls/emails to the company as much as 9 times to address their concerns. Automating customer support can reduce business costs by up to 40%. 88% of customers expect businesses to have a self-service channel. What Is Customer Service Automation?

Customer Support 98

Customer Support Interactive Voice Response Chatbots Self service 98

TeamSupport

JULY 25, 2023

As a customer support leader, you know how important it is for your customers to be serviced in a timely manner. So, your company invests in the training needed to ensure your agents know the product and can help the customer use it. The agent starts by answering a customer’s inquiry via chat.

Customer Support 98

Customer Support Chatbots Self service Customer Service 98

Calabrio

FEBRUARY 25, 2025

Workforce Management Top 5 NICE Workforce Management Competitors and Alternatives Share Todays contact centers cant afford to settle for good enough when it comes to their workforce management (WFM) software. Capterra user The customer support is the worst I’ve ever dealt with. Reports were not user friendly.

Management 52

Management contact center workforce Schedule adherence Contact Center 52

Fonolo

MAY 30, 2023

Managers know that call center workforce management matters. Put it another way: if customer interactions are at the heart of a contact center’s success, then effective workforce management is the backbone. Executive Guide to 6 Call Center Metrics What is Workforce Management in a Call Center? The results?

contact center workforce 106

contact center workforce Best practices Contact Center Management 106

ShepHyken

OCTOBER 1, 2024

In customer support, AI can manage routine inquiries and free agents to tackle more complex issues that need human-to-human interaction. Companies must ensure their AI systems are reliable and user-friendly to encourage more customers to embrace them.

Customer Experience 243

Customer Experience Chatbots Self service Contact Center 243

ShepHyken

JUNE 13, 2016

And, more than just another channel, Twitter has created applications specific for customer service and business. Difficult Customers 101: The 4 Difficult Customers & How To Tame Them With Customer Support by Jack Plantin. The Top 8 Customer Experience Trends in 2016 (Infographic) by David Younger.

Customer Service 208

Customer Service Upselling B2C Customer retention 208

Cincom

JANUARY 31, 2025

Driven by advances in technology, today’s customers have higher expectations than ever beforeand the key to meeting theseeven exceeding these expectationslies in customer interaction management (CIM). Now to ensure that this interaction fulfills its purpose, it is necessary to manage it, and thats where CIM enters.

Management 40

Management Self service Feedback Analytics 40

ShepHyken

FEBRUARY 12, 2021

This week we feature an article from Veronika Filipkova, a professional content editor and Chief Customer Officer at SupportYourApp. She shares different channels and strategies for creating the most convient customer support experience for your customers. Customer Support Channels to Develop in 2021.

Chief Customer Officer 298

Chief Customer Officer Call Center Consulting Consulting 298

CSM Magazine

FEBRUARY 6, 2025

A customer service roadmap is a strategic plan that outlines the goals, processes, and milestones needed to offer exceptional customer support. Common resources include: Support Channels : Implement live chat, email tools, or self-service resources like knowledge bases.

Customer Service 83

Customer Service Journey mapping Wait times Self service 83

ShepHyken

APRIL 15, 2022

This week, we feature an article by Manpreet Chawla, senior digital marketing specialist at Knowmax , a knowledge base management solution for enterprises looking to provide exceptional customer experience to their customers via enhanced agent satisfaction. Automate customer service.

Customer Experience 187

Customer Experience Customer Support Enterprise Scripts 187

ShepHyken

SEPTEMBER 22, 2023

This week, we feature an article by Prabhjot Singh at Knowmax , a company that empowers customer experience teams to improve engagement through AI-powered knowledge management. He talks about the trends that customer service and experience professionals can expect for the remaining months of 2023.

Customer Service 169

Customer Service Chatbots Self service Customer Care 169