On the Scene—Smart Customer Service: Companies Can’t Overlook the Human Element
Amid a flurry of technological innovation, people are still the best customer service tools companies have, speakers stressed
Required Reading: Making Sense of Irrational Loyalty
The right response to a crisis can lead to rabid devotion
AI Driving Growth, Efficiencies in Contact Centers, NICE Speakers Affirm
NICE proves it's all-in with artificial intelligence at its annual users' conference
Use of AI in Customer Service Doubled in 2018
Research finds massive growth in the number of companies using artificial intelligence to assist customers and contact center agents
Companies Fail to Meet Expectations Across Channels
A recent report from the Northridge Group finds that companies are not providing simple, personalized, and effective customer service
Social Media Must Be Proactive
Most social media users expect companies to respond to social media comments, Clutch Research has found
The Post-Purchase Experience Is Essential to Retaining Customers
A recent report from BRP lays out eight best practices for retailers to improve the post-purchase experience
Required Reading: Competing on Customer Experience Requires a 'Growth IQ'
Companies still need to put customers first to grow their revenue
Unified Commerce Is Essential to Meeting Customer Expectations
BRP identifies five areas that retailers need to work on to develop a unified experience
Customers’ Elements of Value Affect Company Performance
In a new report, Bain & Company found that value elements directly influence revenue, market share, customer loyalty, and willingness to pay in 22 consumer categories
Gig Economy Has Contact Center Potential
Customer communities can be a fruitful source of freelance customer service workers
Despite Technological Advancements, Live Agents Are More Crucial Than Ever
Technologies such as IVR are able to address straightforward questions, leaving the complex ones for agents to handle
Required Reading: Businesses Should Ask Would You Do That to Your Mother?
Company leaders need to focus on what it takes to make Mom proud, and do likewise.
Companies Face a Consumer Trust Crisis
As identity fraud hits an all-time high, the burden is shifting to companies to protect customer data
Personalization Efforts Suffer from Data Issues
While identity theft is definitely on the rise, consumer awareness of the risk has seen a comparable increase, and companies' attempts at personalization might be the ultimate victims.
Customers Prefer Agents to Automation
The most satisfied callers get help from friendly, articulate, knowledgeable human beings
Required Reading: Avoid Dealing with Difficult Customers
Some customers are just worth letting go, regardless of their monetary value.
Emotion and Management Are Key to CX Success
Companies need to deliver emotionally positive experiences and use CX management
RPA Has Its Upsides
Robotic process automation has been found to increase operational efficiency and reduce costs
There’s Untapped Value in Voice Biometrics
Identification and verification technologies can help companies improve customer experience and mitigate security threats