Conversational AI For Customers and Agents
How a Conversational AI interaction worksHow CAI can Help You and Your CSAsKey KPIs to MeasureThe Importance of Transparency, Sentiment and AI Evolution Connecting with your customers on a personal le...
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Customer Success Managers and Customer Service: Differences and Integration
Both customer success managers and customer service exist to make and retain money while servicing the customer. For our first post concerning customer success roles, we’ll focus on what makes them ...
Watch Your Words: The Cycle of Lies in Customer Service
The industry has trained customers to be rude with a cycle of lies in customer service and poor handling of issues. If you don’t watch your words you train your customers to do the same. ...
Customer Service Job Projections and New Bureau of Labor Statistics Report
The Bureau of Labor Statistics (BLS) released their newest Job Openings and Labor Turnover Survey (JOLTS) yesterday. A new report but not much new movement: minimal change in openings, hires, and sepa...
Are Your Customers Turning to Reddit Instead of Your Customer Support?
For customers seeking resolution, the direct experience of another customer can be more helpful than a company’s poor, time-sucking service merry-go-round. Your customers turn to places like Reddit...
5 Ideas for Smarter Surveys that Provide Targeted Customer Service Data
Customers want you to know how they feel. They don’t want to be blindsided by an epic survey full of non applicable questions that interrupts them trying to get their issue solved. The key is smarte...
8 Ways to Reduce Agent Churn and Build a Positive Customer Service Environment
According to a Salesforce report from February 2022, 71% of agents have considered leaving their jobs in the previous 6 months with 86% saying they require more from their companies in order to stay. ...
Happy Customers Feel Lucky: Learn From the Legacy of Lego
Lego receives in excess of 4 million customer calls per year. Many of those calls are for replacement pieces that customers have lost. Even though these are not the fault of the company, Lego does the...
Empathy Metric in Customer Service: Managing Empathy Fatigue and Inauthentic Empathy
Don’t underestimate the power of the empathy metric in customer service. To get the most out of this metric though, you need to manage empathy fatigue and avoid using inauthentic empathy that backfi...
CSAT vs NPS: Two Important Yet Often Confused Customer Service Metrics
Putting two important metrics in perspective and understanding why they are both measured with 5 examples each of CSAT vs NPS....
10 Aspirational Customer Experience Quotes from the Pros
You want to be the best in your industry. Listen to the advice of some of the best. Here are some aspirational customer service quotes from the pros on practices to aim your business for the stars. ...
Building Customer Trust: Take Time to Follow Up and Use Data to Understand Your Customers
Building customer trust requires follow up and understanding your customer preferences....
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