Zendesk

JANUARY 7, 2022

Today’s businesses are looking to provide customers with improved experiences while decreasing service costs—and they’re quickly learning that chatbots and conversational AI can facilitate these goals. What’s the difference between chatbots and conversational AI? What is conversational AI? Siri or Amazon Alexa).

AI 98

AI Machine Learning Artificial Intelligence ML 98

Callminer

DECEMBER 17, 2019

Many companies are coming up short with customer support. “Only 26% of consumers responded positively when asked if they believe customer service centers provide great support, compared to 49% who did not.” “When asked what the most frustrating aspect of a customer service experience is, over a third of U.S.

Contact Center 207

Contact Center Finance AI Customer Service 207

Fonolo

MARCH 6, 2019

When I first stepped foot into the Fonolo office nearly a year ago, I was also knowingly dipping my toes into the customer service ecology. Are you new to the customer service space and currently seeking a) some fundamental orientation information; and b) membership in some pivotal circles where important CS knowledge is shared?

Customer Service 102

Customer Service Contact Center Education Non-Profits 102

CX Accelerator

OCTOBER 25, 2018

What a fantastic couple of days at the Arizona Biltmore. Naturally, Customer Experience and AI were on the tip of everyone’s tongue. Summarized below are a few of the most popular trends coming out of the conference… Most of us are not ready for AI. At the end of the day, it matters very little where you stick it.

CX 140

CX Net Promoter Score NPS Contact Center 140

Execs In The Know

JUNE 7, 2023

Importance of Generative AI Many CX leaders acknowledged the potential of generative artificial intelligence (AI) in driving efficiencies. However, concerns were raised about governance and compliance in implementing AI solutions. This includes everything from website design to customer service interactions.

CX 85

CX Compliance Artificial Intelligence AI 85

CSAT.AI

FEBRUARY 6, 2019

As a creator of customer service teams, Ty Givens, Founder of The Workforce Pro, has this to say: “For me, a good QA process tells me the following: 1. Customer received information/attention needed 2. Just like business, law is constantly evolving, though a donkey still can’t sleep in a bathtub according to Arizona law.

Net Promoter Score 78

Net Promoter Score Legal Sentiment Analysis Compliance 78

Intercom

MAY 4, 2023

Some businesses seem to have mastered the art of exceptional customer service. As customer expectations continue to rise and businesses compete ever more for their attention and loyalty, delivering exceptional service is no longer just a nice-to-have – it’s an absolute necessity. What is their secret? Short on time?

Customer Service 52

Customer Service Start-ups Hospitality Hospitality 52