CMSWire’s Top Customer Service/Call Center Articles of 2022

Checking out the top 10 most popular customer service/call center articles on CMSWire from 2022.

Customer service and call centers have become an extremely important part of a brand’s customer experience initiatives as consumers continue to move to hybrid omnichannel shopping experiences in a post-pandemic world. Customer expectations have risen, and they now expect an exceptional, consistent and personalized service experience through the medium of their choice.

A 2022 Salesforce report on the State of the Connected Customer revealed that 96% of customers say excellent customer service builds trust, an indication of just how important the customer service call center is today. With that, we are pleased to present CMSWire’s 10 most popular call center articles from 2022.

Call centers have long been known for their high staff turnover. According to a 2021 report from Calabrio, 1 in 3 contact center agents are considering leaving within a year — and 50% plan to leave within 2-to-3 years.

Every new staff member you need to hire and train costs your business money. In fact, a Gallup analysis revealed that finding and training a new worker could cost half to two times an existing employee’s annual salary. As such, reducing turnover is essential to your bottom line.

Customers today demand a personalized, seamless experience throughout their preferred channels — and they want to control the narrative.

By using conversational artificial intelligence (AI) along with good data and analytics, brands can provide an exceptional customer experience based on the customer’s previous interactions and data from current sessions. This article will look at the ways brands can create such an experience, along with the challenges that often come about during the process.

Voice-recognition applications are nothing new, but artificial intelligence-driven digital voice brings a level of sophistication to the table that has been unheard of before. Whereas most people do not like using interactive voice response (IVR) technology, finding them to be annoying, time-consuming and unhelpful, today’s AI-driven voice applications are changing customer service and call centers.

Natural language processing (NLP) and conversational AI are often combined with machine learning and natural language understanding (NLU) to create sophisticated applications that enable machines to communicate with human beings in a natural, conversational manner.

Google has expanded its Contact Center AI solution with the Google Cloud Contact Contact Center AI Platform.

“With the introduction of CCAI Platform, Google extends its Cloud Contact Center AI offering to a full end to end Contact Center solution, reimagining the contact center CX,” Yariv Adan, director of product management, Cloud Conversational AI for Google, told CMSWire. The product will be available at the end of this month for a private preview.

Over the past two years, customer expectations have risen, along with an increased emphasis on customer experience and, naturally, customer service. How has customer service changed over the past two years, and how are brands approaching it with improved technology and more of a personalized connection?

“Becoming ‘obsessed’ with understanding the customer should be the goal of every company,” said Tomas Gorny, CEO of Nextiva, a business phone service provider. “Knowing that the better a business understands its customers, the better it can deliver a superior customer experience, and that is what customers want.”

By using artificial intelligence (AI) and machine learning (ML) along with analytics, brands are in a much better position to elevate customer service experiences at every touchpoint and create positive emotional connections.

This article will look at the ways that AI and ML are used by brands to improve customer service and support.

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