ShepHyken

DECEMBER 14, 2018

So it is important that both technical and non-technical employees understand this risk and have the knowledge to mitigate cyber threats. Especially as businesses process more customer data than ever before and often this data is siloed in different departments and systems. Proactive cyber security. appeared first on Shep Hyken.

Blog 104

Blog Customer Experience Government Article 104

ShepHyken

NOVEMBER 23, 2018

chat is faster than email), training (a knowledgeable employee can respond without research or escalation), and empowerment (an empowered employee can bend the rules to quickly resolve corner case issues). A clear structure allows the customer to break up your explanation into manageable chunks. Element #2: Accurate.

Blog 107

Blog Effort Score Interaction Article 107

Comm100

OCTOBER 17, 2023

Knowledge Bases : A centralized repository where customers can search for and find answers to frequently asked questions. Ticketing Systems: Automatically create, assign, and track customer service requests. Voice Automation (IVR): Interactive Voice Response systems guide callers through menus and can handle basic tasks over the phone.

Customer Service 76

Customer Service Multi-Channel Omnichannel Social Media 76

Totango

MAY 13, 2022

In this blog, we’ll provide a guide to choosing the right digital engagement platform for your business needs. First, we’ll look at what customer engagement systems do and why you need one. Customer engagement platforms are automation solutions that help you monitor, manage and optimize your client interactions.

Customer Engagement 105

Customer Engagement 2022 Engagement Return on Investment 105

Eptica

JANUARY 13, 2023

Find out by reading our latest blog post on our parent company Enghouse Interactive’s website. Find out by reading our latest blog post on our parent company Enghouse Interactive’s website. As companies increasingly adopt Microsoft Teams, how can they integrate call recording with the platform?

Call Recording 105

Call Recording 2023 2022 Blog 105

Comm100

APRIL 2, 2024

In this blog we will explore effective strategies and plans to improve your CSAT score, ensuring your business thrives by keeping your customers at the heart of what you do. – Product Expertise: Ensuring your team possesses in-depth knowledge of your products or services is another critical strategy.

Customer Satisfaction 93

Customer Satisfaction Feedback Interaction Insights 93

CX Accelerator

NOVEMBER 11, 2022

We will also provide a recommended resource for anyone looking to improve their knowledge in a specific area. Project/Program Management. Change Management. PROJECT/PROGRAM MANAGEMENT When it comes time to turn your CX-transforming initiatives from theory into reality, a project manager will be required.

Customer Journey Mapping 307

Customer Journey Mapping Customer Journey Customer Centricity Customer Insights 307

COPC

JUNE 9, 2023

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. Moreover, the industry’s familiarity with leveraging IT systems makes it open to integrating AI technologies seamlessly.

Customer Experience 114

Customer Experience Customer Journey Insights Technology 114

ShepHyken

FEBRUARY 8, 2019

Their knowledge of your internal processes and customer needs are, quite literally, a gold mine! Perhaps your website is down or there is a glitch in your system that is causing a rise in customer interactions. The post Guest Blog: Improving Customer Experience Using Employee Feedback Data appeared first on Shep Hyken.

Feedback 96

Feedback Blog Customer Experience Contact Center 96

ShepHyken

NOVEMBER 30, 2018

Agents obviously value bright contact centers and great salaries, but their daily happiness hinges far more greatly on systems and processes. By establishing metrics for factors like “time spent in the knowledge base,” “screens to resolution,” or “questions to authentication,” you will learn what agents experience when supporting customers.

Blog 96

Blog Omnichannel Average Handle Time Contact Center 96

ShepHyken

OCTOBER 19, 2018

I wanted to glean first-hand knowledge and stories from some of the brightest CX minds I know — and who are implementing AI strategies every day — to bring you unique perspectives on the extent to which the CX industry is being impacted by AI. Alex Bekhterev • Program Manager, Americas, Emarsys • LinkedIn. Simple, right? Conclusion. _.

Blog 111

Blog E Commerce Customer Service E-support 111

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. Live chat systems provide a seamless communication channel for real-time customer interactions.

Omnichannel 53

Omnichannel Social Media Customer Satisfaction Culture 53

Eptica

OCTOBER 14, 2022

Date: Friday, October 14, 2022 Author: Pauline Ashenden - Demand Generation Manager Seven ways to tackle call abandonment in the contact centre. Our latest blog discusses seven areas to focus on to help reduce call abandonment rates. Our latest blog discusses seven areas to focus on to help reduce call abandonment rates.

2022 71

2022 Loyalty Blog Article 71

ShepHyken

JUNE 30, 2017

Managing big data, providing efficient customer service, streamlining the process and enhancing user experience are some of the benefits that artificial intelligence has provided humans with. The smart apps have some of the features of human assistance that are prebuilt in the system.

Government 90

Government Technology Blog 2017 90

ShepHyken

NOVEMBER 23, 2018

chat is faster than email), training (a knowledgeable employee can respond without research or escalation), and empowerment (an empowered employee can bend the rules to quickly resolve corner case issues). A clear structure allows the customer to break up your explanation into manageable chunks. Element #2: Accurate.

Blog 68

Blog Effort Score Customers Interaction 68

Calabrio

NOVEMBER 25, 2020

Complacency is not an option as agents, supervisors and contact center managers are forced to become more strategic, taking on increasingly critical new responsibilities to deliver engaging customer experiences. In short, agents, supervisors and contact center management can make better, more strategic decisions.

Contact Center 52

Contact Center Blog Banking Competitive Advantage 52

Call Experts

APRIL 8, 2024

In this blog, we’ll explore the topic of using a call center for utilities and how it can enhance the overall customer experience. These representatives possess in-depth knowledge about the services, billing processes, outage management, and other utility-specific information. When Did Call Centers Become the Standard?

Contact Center 52

Contact Center Multi-Channel Customer Service Call Center 52

Kayako

MAY 13, 2022

Three different channels for self-service that are critical for the customer service eco-system: Help Center: a knowledge base where customers can search and find answers to questions and learn how to solve their issues, like updating an account or reviewing return policies. Blog posts. Understand What Your Customers Need.

White Paper 110

White Paper E Commerce E-support Customer Satisfaction 110

ShepHyken

DECEMBER 30, 2016

This week on our Friends on Friday guest blog post my colleague, Erich Lawson, writes about the importance of being an eco-friendly business and how it can encourage loyalty among consumers. Enhance your systems of waste management. Shep Hyken. Adopt business practices that are environmentally sound.

Blog 86

Blog Loyalty 2011 2013 86

Comm100

FEBRUARY 15, 2022

An on-demand economy also offers personalized products and services wherever possible to succeed in sales and utilizes advanced systems to coordinate vendors and clients. In many cases, chatbots can direct customers to FAQ pages, knowledge bases, or other self-service solutions. Offer 24/7 customer service – even for customers abroad.

Consumers 52

Consumers Blog Customer Service Social Media 52

ShepHyken

JANUARY 12, 2018

From clients and customers commenting on our blog. Putting new employees on the firing line with no or limited training results in employees who have to hand customers off or plead no knowledge. People get so focused on policies, procedures, systems, and rules that they forget about a little tool called “common sense.” .

Customer Service 95

Customer Service Blog Customers Workshop 95

BirdEye

JANUARY 5, 2023

With the rise of social media and customer reviews, an online reputation manager has become an essential role for organizations looking to maintain a positive online presence. In this blog post, we’ll discuss what kind of skills are required for an online reputation manager and why online reputation management services are so important.

Management 98

Management Multi-Channel Social Media Interaction 98

Eptica

NOVEMBER 6, 2020

Date: Friday, November 6, 2020 Author: Pauline Ashenden - Demand Generation Manager How to prepare your contact centre for Black Friday and beyond. Our new blog outlines 4 areas that businesses should focus on to ready their contact centre, from adopting the cloud to joining up their systems ready for the rush.

2020 83

2020 ROI Consumers Blog 83

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. COVID-19’s Double Whammy.

Call Center 95

Call Center Management Social Media Contact Center 95

CSM Magazine

MAY 15, 2023

This blog discusses six ways to improve customer experience in healthcare. Training and educating your customer support representatives with the proper knowledge and equipping them with the right resources like customer service scripts is crucial to delivering satisfactory customer service.

Healthcare 52

Healthcare Customer Experience Hospitality Loyalty 52

Comm100

JANUARY 17, 2024

NLP chatbots can also be connected to core systems, allowing them to process payments, check inventory, update data, and much more. They can also be launched within a couple of hours with no coding knowledge and require very little maintenance. The bot can manage common queries and engage in limitless conversations.

Customer Service 77

Customer Service Technology Interaction Customers 77

Method:CRM

MARCH 20, 2023

Customer portals allow your company to manage customer interactions more quickly, efficiently, and reliably through features like: Self-service tools. Knowledge repositories for your products or services (i.e. Some even feature AI chatbots that manage incoming service requests, which saves your employees’ time.

Document 52

Document Poor Customer Service Customers Management 52

Method:CRM

MARCH 20, 2023

Customer portals allow your company to manage customer interactions more quickly, efficiently, and reliably through features like: Self-service tools. Knowledge repositories for your products or services (i.e. Some even feature AI chatbots that manage incoming service requests, which saves your employees’ time.

Document 52

Document Poor Customer Service Customers Management 52

ViiBE Blog

MAY 26, 2021

In times when information flows rapidly and trends change constantly, knowledge serves as one of the most important competitive differentiators in your company’s performance. What is a knowledge management tool? What is a knowledge management tool? There are two main types of knowledge management systems.

Management 52

Management Document Presentation Information 52

SurveySparrow

MAY 30, 2023

So, you’ve managed to sail the choppy waters of digital transformation and have successfully implemented a ticket management system in your organization. But here’s the million-dollar question: how can you accurately measure the success of a ticket management system?

Measurement 52

Measurement Management Net Promoter Score Customer Satisfaction 52

Uniphore

JUNE 10, 2021

By automating common yet time-consuming, tasks companies can make their existing systems work smarter–no codes required. We polled attendees of our Knowledge Management Vs. Knowledge Automation webinar on how they viewed agent onboarding. 4 Ways Knowledge Management is Failing Your Call Center.

Call Center 98

Call Center Contact Center Webinar 2021 98

COPC

JULY 5, 2017

introduces a new blog series called Ask the Experts. experts questions about specific areas for improving operational performance in call centers, customer experience operations, vendor management organizations and procurement. This will be a quarterly series where we ask COPC Inc. What has led to these changes?

Blog 40

Blog Call Center Contact Center Consulting 40

ViiBE Blog

JANUARY 19, 2022

ViiBE Blog Customer service challenges of remote work Anna Gorina January 19, 2022 Share this article Contents Share this article Contents Before 2020, only a few companies across the globe had remote work best practices in place where they were used to allowing team members to work from home for a certain period of time regularly.

Customer Service 52

Customer Service Net Promoter Score E-support 2021 52

ViiBE Blog

AUGUST 9, 2021

ViiBE Blog. Finally, call center managers are important in the key to success. Managers should prioritize hiring people who always have the customer experience in mind and who enjoy interacting with others. Develop knowledge management. Develop knowledge management with ViiBE's archives. Kelly Dell.

Call Center 52

Call Center 2021 Contact Center Insurance 52

BirdEye

MARCH 1, 2024

But just as importantly, leveraging E-E-A-T is crucial for effectively managing clients’ websites. In this blog, we’ll explore: How Google assesses E-E-A-T Why E-E-A-T guidelines matter for your agency (and for your clients) Actionable strategies to optimize E-E-A-T and reign supreme in the digital realm Let’s dive in.

Social Media 57

Social Media 2022 Demo Blog 57

Eptica

AUGUST 1, 2018

This blog post, part of our series on optimizing CX with Eptica, therefore focuses on how our customer experience platform makes it easier for agents to operate effectively and happily. Through its open API it can also link to other customer-facing systems, such as CRM, ensuring agents always have the latest, most up to date information.

Average Handle Time 70

Average Handle Time Contact Center 2018 Consulting 70

BirdEye

MARCH 29, 2024

In a recent survey of our expansive network of over 150,000 customers, it was discovered that 81% of businesses manage their social media strategies at the corporate level. That’s why we’ve created this blog that features seven networks that every realtor should be a part of.

Social Media 57

Social Media Sales Advertising Connections 57