One of the goals of project management is to create a positive experience for your customers. According to a recent survey conducted by Gartner, within the next two years, 81% of respondents expect that the company that rises above its competitors will do so on the basis of quality customer experience. It’s still important to …
According to a Gartner Report, 85% of customer interactions will take place without human involvement by 2020. Put simply, artificial intelligence is transforming the way companies interact with their customers. But, do we really need AI to maintain high levels of customer satisfaction, or can we rely solely on human intelligence? To answer this question, …
Do We Need AI to Truly Transform the Customer Experience for the Better? Read More »
Companies offering inbound call center services often train their employees to believe that the customer is always right. When it comes to customers’ knowledge of their own needs, expectations, preferences, and dislikes – that is, the voice of the customer – the adage is correct. VoC research, obtained through both qualitative and quantitative methods, gives …
How to Improve Customer Experience and Sales With Voice of the Customer Research Read More »
When a company is set in its ways, it can be a hard rush to encourage managers to create lasting change. This is as true for call centers as it is for other types of businesses. One aspect where companies can become stubborn is communication. A business that has excelled from taking only phone calls …
Why You Need Omnichannel Customer Engagement Solutions? Read More »
Customer support was originally handled through three information channels: telephone, letter or in person. As technology advanced, however, the available communication tools evolved, moving toward digital and cloud services. Now, businesses must handle customer service communications through a multifaceted approach known as omnichannel. As defined, this new approach streamlines and unifies consumer information across all …
Images from the movies and popular culture might have you believing that machines are taking over the world. Cars carry on conversations with drivers or just drive themselves, robots are depicted as suitable dating partners, and that smartphone you keep on hand 24/7 probably recognizes your voice, face, and other biometrics. Contacting your utility company, …
How Artificial Intelligence Humanizes Employee Communications and Customer Engagement Read More »
The Importance of Chat Etiquettes The guiding principle for successfully providing customer service via live chat is to help the customer with the task or issue he or she contacted you about. It’s irrelevant whether you are handling the processing of an order, answering a billing question, or checking the status of a return; your …
Improve Customer Experience With These Live Chat Etiquettes Read More »
What Are Your Company’s Customer Service Standards? According to the Institute of Customer Service, your company’s customer service standards should include clearly defined and communicated expectations for timeliness, applicability, and accuracy. Service-level agreements are ideal examples of defined standards. It’s not enough to say that you’ll answer all calls within a reasonable period of time. …
5 Effective Tips to Raise Your Customer Service Standards Read More »
Employee empowerment has many benefits. Empowered employees tend to be more committed to the company, which translates into lower turnover rates, improved processes, and greater customer satisfaction. Customer success is directly impacted by how connected employees are to the vision and believe their strengths and contributions are being utilized. While employee engagement is on the …
How To Empower Employees and Ensure a Great Customer Experience Read More »
It is hard to believe it now, but artificial intelligence used to be nothing more than a futuristic dream. It was portrayed in old movies as the vehicle that would completely change the world and propel our culture to unimaginable heights. Now, artificial intelligence—the stuff of the future—is all around us, and we are still …
Artificial Intelligence: Streamlining Contact Center Technology Read More »
Customer Experience successfully drives the business to the path of growth and profit. It is the critical competitive differentiation that sets a business apart from its competitors. Here are the three technologies that are imperative for delivering the best customer experience. Said so, it is essential to understand that the technology is just the enabler …
In the past Companies controlled the buying process and the customer journey, with the IoT that shift has moved to the consumer. If you really want to lead in the marketplace you must focus on customer experience. As customer service evolved, the consumers now do business based on customer experience. In this blog we will …
Using AI To Enhance the Customer Experience in Call Centers Read More »
Ongoing developments in technology have resulted in artificial intelligence that is capable of mimicking many human behaviors and responses. This increasing capability has been much appreciated by those who manage overloaded call centers. This is not to say that AI is set to take over the call center industry, only that it has been proven …
Combining AI and Human Intelligence Can Lead to a Seamless Customer Experience Read More »
The days of mentioning artificial intelligence only in the realms of science fiction are long gone. Today, AI is all around us, though many do not even realize it is there. Still, some think that AI is going to take over in our workplaces, in our cars and in our homes. And the thought of …
Can Hybrid Intelligence help Artificial Intelligence and Human Intelligence Coexist? Read More »
Your customers do more than just buy your products or use your services. They experience your brand. Good experiences lead to higher revenues. Deliver a lousy experience, and you may end up lining the pockets of your competitors. Customer experiences are the interactions your company has with the buyers you depend on for revenue. It …
Call centers have come along way from the institutions that emerged in the 1960s to efficiently handle high volumes of customer calls. Today’s call centers have evolved with emerging technologies, and changed tactics based on consumer needs, but at the root of call center developments still stands the ever important need for high-quality customer service. …
3 Ways to Enhance Customer Experience in the Call Center Read More »
Providing great customer service is a top priority for most businesses, and for many businesses, providing great customer service can often be what gives them the edge over their competition. Â However, even in companies with solid customer service operations, it is not uncommon, when delving beneath the surface, to find a few inconsistencies and at …
Enhancing customer experience is an absolute priority for corporations today. To determine if customer service meets expectations, you need the ability to measure the key performance indicators (KPIs). There are numerous KPIs for measuring the success of your customer service strategies. Following are the top seven KPIs your business might consider utilizing to measure customer …
Top 7 KPI’s to Measure Your Customer Experience Levels Read More »
When running any business, even a call center, the goal is to ensure it grows every year and deliver a superior customer experience. In my experience everyone is happy when the company can deliver superior service, the clients, the management, and the end consumers. It’s a win-win for everyone. It is therefore safe to say …
How to Grow and Deliver a Superior Customer Experience Read More »
In the earlier days of e-commerce, the idea of being able to go online to a website and make a purchase from one’s own home, rather than going to a store, was quite astounding. Not only was this convenient in the sense that one could shop from their home, but to be able to shop …
Live Chat: From Humble beginnings to Revolutionary Growth Read More »
