In this benchmark report, we present data reflecting the views of customer experience (CX) leaders who attended Call and Contact Center Expo in Las Vegas, NV from April 26-27, 2023. Participants...
Customer Experience
5 Innovative Customer Service Ideas for Managers
Still getting used to leading a modern customer service team, a largely distributed workforce, adjusting to the ‘new normal’? Chances are your customer service team is too; most agents can’t just...
How Retailers Can Keep Customers Happy and Satisfied This Holiday Season With AI
This article was originally published on TotalRetail blog. The busy holiday shopping season is already upon us, bringing today’s brands an important opportunity to strengthen relationships with new...
5 Innovative Customer Service Ideas for Managers
Still getting used to leading a modern customer service team, a largely distributed workforce, adjusting to the ‘new normal’? Chances are your customer service team is too; most agents can’t just...
Too Many Support Tickets? Why Better Knowledge is Key
As your support tickets keep coming in, wouldn’t it be nice to use knowledge to deflect a few requests? It took us 20 minutes to find this post on Reddit and yet companies take years to realize that...
Key Takeaways from Customer Complaints on Twitter
Customers hate waiting on hold, end of story. Waiting on hold for too long is the #1 complaint of all customers since the beginning of call centers’ existence. However, when a customer calls in with...
5 Ways to Leverage AI and Agent Assist to Improve Customer Experience
This blog post was originally published on Genesys blog. The percentage of “difficult” enquiries has more than doubled since COVID19 started to hit the global economy. Forcing companies to be...
1 Solution to Prevent 19 Causes of Poor Customer Service
Shift starts at 9:00? Better be at my desk at 8:30 to login and reopen all of the tabs I need. Coworker needs help with a difficult issue? Thank goodness my customer seems calm and can hold for a...
How to Use AI to Improve Your Customer Experience (5 Examples)
This post was updated on May 27, 2022 to reflect industry best practices. It’s a hard pill to swallow, but the pandemic was one of those events that divided a lifetime into pre-COVID and post-COVID...
How AI is Reducing Handle Time and Improving Customer Experience in 2019
Artificial intelligence is disrupting the traditional role of knowledge sharing in contact centers and reducing the burden on humans to make Knowledge Management Systems effective. It's a well-known...