Bridging the Gap: Connecting Agent Coaching with Client Service Level Agreements (SLAs) thumbnail

The key to truly standout service? It’s all about how closely organizations stick to their promises, spelled out in Client Service Level Agreements (SLAs). Think of these not merely as contracts but as guarantees..

Genesys Research Uncovers Cross-Generational Approval of AI in Customer Service thumbnail

A new study by Genesys reveals that people of all ages are open to artificial intelligence provided it enhances their customer service experiences. The study explores the varying attitudes towards AI..

The Crucial Role of Premium Proxies in Elevating Customer Service Efforts thumbnail

In the modern digital landscape, customer service has transcended traditional interactions to become a key competitive differentiator. As businesses strive to provide seamless and secure customer experiences..

How to Reduce Early Life Customer Churn for Enhanced Retention thumbnail

Keeping new customers from leaving too soon is no small feat. For customer service managers, tackling early life churn is not just about retaining a number, but nurturing a potentially lifelong relationship..

Verint Lands $7 Million Deal to Ramp up AI-Driven Results for Fortune 500 Company thumbnail

A Fortune 500 company has picked Verint to lead the way in AI-driven business solutions through a cutting-edge hybrid cloud strategy. The client will incorporate four AI-powered bots in the cloud..

Navigating the Storm: A Guide to Handling Customer Service Escalations thumbnail

In the world of customer service, escalations are the stormy weather every manager knows they’ll have to face. Customer support crews face sudden challenges just like storms rolling in out of nowhere..

RingCentral Automates Workflows with New Integrated AI and Video Features thumbnail

RingCentral has upgraded its platform to allow easy integration of AI, video, and social messaging features into workflows without coding. The new RingSense AI APIs enable users to generate transcriptions..

12 Meaningful Ways to Say Thank You for Your Order thumbnail

As a Customer Service Manager, you recognize the value of a happy customer. One of the best ways to ensure customer satisfaction is by saying thank you in meaningful ways..

Yellow.ai Unveils Orchestrator LLM for Enhanced, Natural Customer Interactions thumbnail

Yellow.ai just rolled out Orchestrator LLM, a smart agent model that steps up customer chats by pinpointing questions right on target, remembering past talks, and flipping through topics smoothly across platforms..

Understanding Customer Expectations in Financial Services: Key Strategies for Satisfaction thumbnail

Understanding customer expectations is paramount in the landscape of financial services, where consumer trust and satisfaction are key to retaining clientele and maintaining a competitive edge..

Sprinklr Unveils AI-First Approach to Capturing Customer Feedback Through Surveys thumbnail

Sprinklr, a Unified-CXM platform, has launched Sprinklr Surveys, entering the Customer Feedback Management (CFM) market with AI-powered survey capabilities. Sprinklr Surveys offers unique features including AI..

Harnessing AI to Boost Customer Retention: The Future of Personalized Customer Experience thumbnail

In the push to keep clients coming back, AI’s smart solutions are leading the charge—merging innovation with that human touch. Thanks to artificial intelligence, the game has changed for how companies talk to you..

ServiceNow and Genesys Partnership Promises Next-Level Customer and Employee Experiences thumbnail

ServiceNow and Genesys have announced a strategic partnership at the Knowledge 2024 event to enhance customer and employee experiences. The new solution will leverage AI, automation and digital capabilities..

Supporting Vulnerable Customers: A Guide to Compassionate Engagement thumbnail

Recognizing and supporting vulnerable customers is not just a regulatory necessity—it’s a moral imperative. Vulnerability shows up in many ways – whether that’s dealing with money woes, facing physical limitations..

Unlocking Customer Service Excellence Through Innovative Technology thumbnail

In a panel discussion hosted at Sabio’s Disrupt event, a group of industry experts explored how emerging tools and platforms are empowering companies to elevate their customer service to new heights..

Avaya Expands Its CX Services with the Acquisition of Edify thumbnail

Avaya has acquired Edify, integrating advanced AI-powered customer journey orchestration and workflow capabilities into the Avaya Experience Platform (AXP)..

20 Personality Traits of the Perfect Customer Service Employee thumbnail

In the dynamic world of customer service, where the human touch can be the linchpin of customer loyalty, identifying and nurturing the right personality traits in your team members is crucial..

5 Key Steps in Crafting a Customer Service Charter That Includes Legal Security thumbnail

Today, especially with the risks posed by scammers and fraudsters on the web, crafting a robust customer service charter with legal security can be quite intricate. It will, for certain, involve several pivotal steps..

AI in Customer Service: Leveraging Efficiency Without Sacrificing Humanity thumbnail

While fear and uncertainty over its effect on jobs and the future of societies persist, a growing number of organizations are intrigued by the idea that AI could allow them to offer consistent, always-on service..