Customer Service

This article presents 10 Generative AI prompts tested and refined to improve customer service effectiveness excerpted from our eBook, 51 Tried and Tested Generative AI Prompts for Customer Service Agents. With Generative AI, agents can rapidly generate personalized, context-aware responses across...

Customers have more ways to communicate with your organization than ever before, which presents a challenge for designing a seamless customer service journey. Multiple touchpoints, disconnected experiences, and increased costs can hinder customer satisfaction. Overcoming these challenges requires...

The customer support center feels like it is constantly facing difficult challenges. Agents can’t find accurate information, escalation rates have soared across the industry, customer responses can be inconsistent or inaccurate, and the dwindling of customer experience metrics create cause for...

Customer support relies on agents who can answer questions quickly and accurately, but how can that be accomplished in an industry with high turnover and long onboarding? How can support agents be experts when they don’t stay in the position long enough to gain experience? The solution is to...

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 completed a written survey asking about their contact center priorities, challenges, the future, and...

Like it or not, your customer’s experience is everything. If your call center offers substandard customer service, service quality issues can significantly impact your company’s revenue if left unchecked. Think the customer experience doesn’t matter as long as you offer a good product?...

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 tap a coworker on the shoulder like they used to whenever a customer has a question. You need some...

How can developing a call center decision tree help your team? Do you know how much time your support team wastes each year finding answers to complex customer questions? Inefficiency costs companies more than you might realize: 516 million hours each year from inefficient software alone according...

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 providing content does not mean providing answers. Conventional wisdom suggests the more knowledge...

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 an issue that requires a little more expert knowledge, they are often put on hold for an...

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 remote places incredible pressure on your communications and support processes. It’s obvious that...