We have seen them on Facebook, YouTube or Twitter. Customers in stores, on the telephone, texting or messaging some rant about a bad customer experience.
Continue reading...Tag Archives: customer service
Is Self-Service the Only Way to Save Money in the Contact Center?
The contact center of any business can be a place for drama (“I missed my flight home to attend my daughter’s graduation ceremony, help!”), comedy (“Your printer isn’t working? Are you sure it’s turned on?”) or frustration (“This is the third time your product broke down.
Continue reading...AI in the Workplace: We’re Measuring the Wrong Things
Good science fiction excels at tapping contemporary anxieties to forecast the future fate of humanity. Consider the list of workforce automation fears showcased in the recent “Kerblam” episode of the TV series Doctor Who : Robotized megacorporations, computer-controlled commerce, ubiquitous unemployment, human irrelevance and destructive despair.
Continue reading...Why Specialized Agents Are the Future of Customer Service
Many elements need to come together to provide an optimal customer service experience. The contact center is a place for optimization, engagement, service, specialization, enablement and support. Unfortunately — despite investments in people, processes and technology — the contact center still has a lot of room for improvement.
Continue reading...A DAM Holiday Wish
Since its publication in 1946, Donald Gardner’s “All I Want For Christmas Is My Two Front Teeth” has remained a favorite song for the holidays. Its lyrics are festive, frivolous and frisky, evoking a sense of silliness over what might rather be identified as a significant loss … two teeth.
Continue reading...Nobody Cares About Your Cute Chatbot
Building a chatbot can be a tricky affair. How playful should the chatbot be? How many hundreds of emoji-filled responses and whimsical replies should you build in? Should you personalize responses based on the weather in the end-user’s location? If you find yourself asking these questions — stop.
Continue reading...Where AI Customer Experience Investments Are Paying Off
Artificial intelligence (AI) is providing some payoffs in customer experience (CX), but provides the most value when part of a comprehensive CX strategy, according to a newly released MIT Technology Review report sponsored by Genesys, "Human and Bots: Tension and Opportunity. " The report found CX leaders and other
Continue reading...What Is a Conversational Experience?
At its core, conversational experience is an easy-back-and forth with a customer on a specific channel such as chat or voice. The customer is able to speak or type naturally and ask spontaneous questions — without having to navigate cumbersome IVRs, thank you very much.
Continue reading...The Intersection of Employee Experience and Customer Experience
How does the employee experience impact customer experience? There is no simple answer. While many marketers and HR-related executives see a link, a survey West Monroe conducted of Customer Experience Professionals Association (CXPA) members found near-half of respondents said a motivated and equipped workforce — two essential elements of employee
Continue reading...Invest in the Human Side of the Customer Experience Equation
Customer experience (CX) is one of the broadest terms we use to describe a specific category of software today. We’re so far down the technological road that our experience as customers is now perceived as a digital acronym rather than what it was formerly called — customer service.
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