Eptica

JANUARY 9, 2019

Date: Wednesday, January 9, 2019 Author: Anne-Claire Bellec - Marketing Director Reviewing 2018 – our top 10 blog posts from the year. At the Eptica blog we’ve looked at all of our posts from 2018 and come up with a top 10 of the most popular and topical, based on the number of views, comments and general feedback.

2018 89

2018 Blog Average Handle Time 2019 89

Calabrio

NOVEMBER 25, 2020

Contact centers are increasingly focused now on unique and often customer-specific challenges that require a knowledgeable and skilled agent. Artificial Intelligence (AI), in particular, is bringing great improvements to the contact center. In the next blog, we’ll discuss how to make those roles more strategic.

Contact Center 122

Contact Center Blog Banking Competitive Advantage 122

ShepHyken

OCTOBER 19, 2018

This week we feature an article by Lindsay Tjepkema who shares how people are using AI strategies and the impact they are having on the world of CX. – Shep Hyken. Introduction: AI in CX. _. I wanted to go beyond just regurgitating facts, figures, and formulas that you can find scattered about the web about how AI is impacting CX.

Blog 111

Blog E Commerce Customer Service E-support 111

TechSee

JULY 17, 2023

Service leaders are increasingly looking towards AI to stay ahead, or even just to stay afloat. In this blog post, we will explore the five key obstacles service leaders face when integrating LLMs and offer practical advice on overcoming them. To train the LLM, you must upload various knowledge assets (e.g.,

Document 109

Document Interaction Presentation Customer Centricity 109

Comm100

OCTOBER 17, 2023

Customer service automation software are tools designed to automate and streamline customer support processes, often powered by AI. Here are the key features, channels and tools of customer service automation software: Chatbots : These are AI-driven tools that can engage with customers in real-time on websites, apps, or messaging platforms.

Customer Service 73

Customer Service Multi-Channel Omnichannel Social Media 73

COPC

JUNE 9, 2023

Artificial intelligence (AI) is rapidly transforming the customer experience (CX) industry, offering businesses new opportunities to enhance their operations. This blog article discusses the importance of employing multiple types of AI, implementing effective controls and guardrails, and adapting specific roles within the CX organization.

Customer Experience 114

Customer Experience Customer Journey Insights Technology 114

ShepHyken

OCTOBER 20, 2017

This week we feature an article by Christopher Connolly who shares fascinating information about enterprise-grade assistive AI and how it can help make customer support more effective. AI has come a long way in recognizing the content – and context – of customers’ requests and questions. – Shep Hyken. under an integration layer.

Blog 87

Blog Call Center Contact Center Omnichannel 87

BirdEye

SEPTEMBER 11, 2023

And that is where Artificial Intelligence solutions (AI) can help. With Artificial Intelligence (AI)-based solutions, improving customer experience is achievable and scalable. In this blog post, we explore how businesses can drive delight in their customers with AI-driven customer experience models.

Customer Experience 113

Customer Experience Social Media Multi-Channel Omnichannel 113

ShepHyken

AUGUST 31, 2018

This week we feature an article by Yura Filimonov who shares some of the many ways we can use AI to provide customer support. – Shep Hyken. The hype around AI is high, but it may seem unclear to businesses, whether they’ll benefit from it themselves. In fact, LG pledged to include AI in every home appliance they make.

Blog 74

Blog Social Media Insurance Contact Center 74

BirdEye

APRIL 26, 2024

This blog post discusses the content creation tools businesses must use to enhance their campaigns. Many of these tools use AI, helping businesses save time and resources while elevating their content strategy. Many of these tools use AI, helping businesses save time and resources while elevating their content strategy.

2024 58

2024 Social Media Multi-Channel E-support 58

Comm100

MAY 23, 2023

This blog will help you on your way, providing the top automated customer service examples that can be used across industries. The tech is often powered by AI (artificial intelligence) and machine learning algorithms that can mimic human interaction by understanding and responding to customer queries.

Customer Service 71

Customer Service 2023 Reference Customers 71

Comm100

MARCH 6, 2024

This blog will take you through the key live chat advantages and disadvantages that you need to know if you’re considering adopting this solution. While this isn’t strictly a live chat advantage, and more of a chatbot advantage, live chat serves as the essential base to this benefit. The advantages of live chat 1.

Customer Service Representative 90

Customer Service Representative Customer Service Communication Customer Service Strategies 90

ShepHyken

JANUARY 18, 2019

The proliferation of AI and automation into our work and personal lives means that the nature of work is changing. You also find that a large percentage of interactions deal with simple copy and pastes from your knowledge base. The post Guest Blog: Are You Setting the Right Customer Experience Goals?

Blog 94

Blog Customer Experience Contact Center Airlines 94

Comm100

FEBRUARY 10, 2022

Capture insights about your customers’ demographics, product knowledge, preferences, and buying capacity. Once you’re ready with these dashboards, here are some strategies to personalize your customer service: Let self-service options like the knowledge base or FAQs be your customer’s first step.

Blog 52

Blog Customer Service Loyalty Programs Social Media 52

Lumoa

NOVEMBER 21, 2023

But it is no longer a challenge, thanks to modern technologies like martech tools and back-office solution software and the use of artificial intelligence (AI) in customer feedback analysis. AI tools can help automate and analyze customer feedback with much precision and uniformity while saving time and resources for companies.

Feedback 83

Feedback Social Media Net Promoter Score Insights 83

ShepHyken

MARCH 9, 2018

Next, a company should offer a knowledge base or access to frequently asked questions. There will also be cases where chatbots and automated knowledge bases will not have the relevant answer and someone will need to step in to further the inquiry. Sources: [link].

2018 75

2018 Blog Customer Service 2017 75

Bold360

APRIL 1, 2020

Knowledge is power, especially during the COVID-19 pandemic when both individuals and organizations alike are struggling with uncertainty. When knowledge is stuck in silos, available for the few and shared by the few, your company has a continuity problem. Centralize and Scale Your Knowledge Base.

Call Center 95

Call Center Management Social Media Contact Center 95

TechSee

JUNE 10, 2021

This blog challenges that status quo. These senior technicians have a massive amount of knowledge and expertise that can be passed on to the next generation of workers. However, these senior technicians are not skilled trainers, and junior technicians find them difficult to follow using only voice-based instructions.

Innovation 207

Innovation 2025 Transportation Consumers 207

Team Support

JANUARY 22, 2024

In this blog, we will delve into the intricacies of automation, exploring its benefits, applications, and the core components that drive effective customer service automation. Responses to Common Issues Connecting customer chat to a knowledge base allows for the swift retrieval and dispatch of solutions to common or known issues.

Customer Service 59

Customer Service Exceptional Customer Service B2B Demo 59

TechSee

JUNE 16, 2022

By leveraging new technologies such as computer vision , virtual visits and self-service AI-driven solutions, companies have a huge opportunity to turn customers into brand advocates. He has 30 years of experience in inbound, outbound, chat, analytics, AI, and social media. Follow on LinkedIn. Follow on LinedIn. Follow on LinkedIn.

Customer Service 251

Customer Service Contact Center 2022 Magazine 251

Kustomer

DECEMBER 14, 2021

In this blog we’ll take a look at the five tools that are able to optimize CX. Examples of modern customer self-service include: Chatbots Website downloads FAQ web pages Online forums/communities AI search functions. Evolving from the initial basics of deliverable information via the ATM, knowledge base technology emerged.

E-support 97

E-support Download Consumers Retail 97

Comm100

DECEMBER 18, 2023

Generative AI stands out as a groundbreaking development this year, showing particular promise in the realm of customer service. But with so much conversation around it, how many people really understand how Generative AI works? What is Generative AI? How Does Generative AI Work?

Reference 52

Reference Technology Customer Satisfaction Presentation 52

ChurnZero

MARCH 10, 2023

Are you interested in using AI to make your Customer Success job easier? By the end of this post, you’ll have the confidence and knowledge to create effective CS AI prompts. It was a team effort (strong prompts and follow-up instructions on our end, quick and accurate copy on CS AI’s end) and included some minor editing tweaks.

Customer Success 98

Customer Success Blog Customers Feedback 98

SaleMove

AUGUST 20, 2020

With the expansion of self-service and the introduction of AI, the scope of the playbook needs to expand. Knowledge Managers. The most common elements of the playbook in the contact center today are the script and the knowledge base , which may be built and maintained by supervisors or by special knowledge managers.

Contact Center 90

Contact Center Virtual Agent Sports Insights 90

BirdEye

NOVEMBER 29, 2023

With AI chatbots across your website, social media channels, and other customer engagement platforms, you can be available 24/7 and do much more at a substantially lower cost. This blog post explains everything you need about AI chatbots and how to leverage them for your business needs. Table of contents What is an AI chatbot?

Social Media 58

Social Media 2024 Omnichannel Interaction 58

Comm100

MARCH 20, 2024

This blog explores the decline of public trust in government, backed by data from the U.S., 24/7 availability with accurate chatbots The integration of chatbots powered by artificial intelligence (AI) can provide 24/7 assistance to citizens. This in turn helps to build public trust in government, as shown by Global Affairs Canada.

Government 75

Government Communication Social Media 2022 75

Lumoa

DECEMBER 19, 2023

The secret lies in the capabilities of AI and its proficiency in conducting sentiment analysis. Around 30% of IT professionals worldwide have reported that their organizations are witnessing time-saving benefits thanks to implementing new AI and automation software.

Social Media 83

Social Media Feedback Banking Automotive 83

Comm100

AUGUST 8, 2022

Enter AI chatbots – ever-improving tech that lets organizations automate conservations and meet the modern demands of fast, 24/7 support. These bots are “trained” from existing reference materials like a knowledge base or FAQ bank. With AI bot technologies comes opportunity for improved agent service. Types of chatbots.

Customer Service 77

Customer Service Social Media Books Return on Investment 77

Calabrio

NOVEMBER 25, 2020

Contact centers are increasingly focused now on unique and often customer-specific challenges that require a knowledgeable and skilled agent. Artificial Intelligence (AI), in particular, is bringing great improvements to the contact center. In the next blog, we’ll discuss how to make those roles more strategic.

Contact Center 52

Contact Center Blog Banking Competitive Advantage 52

Comm100

APRIL 22, 2024

Given the importance of customer service productivity, this blog explores actionable strategies to improve agent productivity, enabling your team to work smarter, faster, and more effectively. Enhanced agent productivity not only accelerates response times but also elevates the overall quality of service.

Omnichannel 52

Omnichannel Social Media Customer Satisfaction Culture 52

CSM Magazine

DECEMBER 15, 2021

At this stage in your knowledge management journey, the proper knowledge database will enhance your teams’ efficiency and help personalize and simplify customer interactions. Knowledge Management and AI. Knowledge Management and AI. Benefits of AI-powered Knowledge Base .

Customer Service 52

Customer Service Management Interaction Information 52

Totango

AUGUST 31, 2021

AI has changed the way customer success is defined, placing a digital-first approach at the forefront of CS management. In this blog, we’ll take a look at how AI has redefined customer success in terms of digital technology and delivering success at scale. How Has Digital Technology Changed Customer Success?

Customer Success 90

Customer Success Customer Journey Technology Customers 90

BirdEye

NOVEMBER 16, 2023

Fear not, because this blog is different. Include an AI chatbot for instant response 2. Organize how to use AI in real estate use cases 19. How does an AI chatbot help you get more real estate customers? We’ve curated 29 actionable real estate lead-generation strategies and ideas. Be more active on social media 5.

Social Media 110

Social Media Seminar Events Consulting 110

Kustomer

JUNE 27, 2022

Cloud-Based Software: From inventory management to real-time reporting to cost-effect streamlining (great for the small business) to flexibility and scalability, cloud technology offers many solutions in one. An internal knowledge base is home to information meant to be used by employees (i.e.,

2022 98

2022 Customer Service E Commerce E-support 98

Comm100

DECEMBER 14, 2022

CXA uses AI to automate conversations, whether customer or company-initiated, for the entire customer lifecycle including marketing, selling, and servicing. The scalability of CXA means it can cover your widening customer base at a fraction of the cost of traditional channels. There are multiple ways to integrate CXA in your business.

Blog 52

Blog Customer Experience Net Promoter Score Demo 52

BirdEye

JULY 7, 2023

However, this is only possible with the aid of an AI chatbot that retrieves the right information from your company’s knowledge base. In this blog post, we’ll take a deep dive into how a customer service chatbot can elevate your customer support activities, what drawbacks it may have, and share real-life success stories.

Customer Service 96

Customer Service Social Media Banking 2008 96

LiveChat

JANUARY 3, 2019

It was a good year for the LiveChat blog. We’ve featured posts of many great content writers and shared tons of knowledge with you. Our blog was visited every month by over 100k visitors , who spend 8 minutes on each page on average. Let me proudly present a list of 12 killer posts we’ve published this year on LiveChat Blog.

2018 59

2018 Blog B2B 2014 59