The generative AI revolution is upon us. In the past couple of years, Large Language Models (LLMs) like ChatGPT have totally changed how many of us think about artificial intelligence. And one of the hottest markets for AI has been customer service. A 2020 study by McKinsey estimated that AI could deliver up to $1 trillion of yearly value each year, and customer service represents a large portion of this value.
So in this blog, we’re going to be taking a look at the ways that AI is currently transforming the customer experience (CX) – and how it may continue to do so in the future.
In today's fast-paced business environment, attracting and engaging dedicated employees is critical for companies striving for success. As time progresses, we will continue to see more Gen Z job seekers, those born between mid-1990s and early 2010s, and embrace the perspectives, skills, and expectations they offer. Throughout this blog we will cover five strategies for creating an appealing company culture specifically designed to attract, motivate, and engage Gen Z customer experience agents.
You’ve seen the news articles. Lots of big companies are “hiding” their phone numbers and making it harder to get in touch via phone – and some companies like Frontier Airlines, Shopify, and Squarespace have completely eliminated phone-based customer support. But what’s responsible for this change? And when – if ever – will phones be completely eliminated from the customer experience?
In this blog, we’ll take a look at some statistics and consumer preferences – and explain why we think that the phone will stick around for quite a while, even if it’s in a more limited capacity.
In customer experience (CX), every interaction influences your brand's reputation. Concerns like "My reputation is on the line?" highlight the crucial role of CX in maintaining a positive brand image. This blog addresses these concerns, offering strategies for leaders to safeguard their reputation.
While the majority of businesses worked to pivot to remote work, we wonder how this change has impacted remote call center agents over the past few years. Continue reading to learn about the five ways that remote agents have impacted customer experience, and how to uphold the importance of the customer in your organization.
Relationships matter.
Creating exceptional relationships with customers is critical.
The building blocks of those relationships are conversations. The quality of every relationship is largely determined by adding the strength or weakness of every individual conversation together. The people who have consistently listened intently to you, offered advice when appropriate, and had your best interests in mind have probably become your closest friends and advisors.
Customers want a valuable customer experience to feel like their needs or problems are appreciated. Did you know that 80% of customers feel the experience a company offers is as important as their products and services? Retaining customers is a top priority for organizations, but the mental health of your agents should also be important. If your agents are burnt out or have poor mental health as a result of the job, it is going to negatively affect your customer experience and your organizational goals. Keep reading to learn how the mental health of your agents can impact customer experience and how you can fix it.
Incept employs a process that we have yet to see replicated in any other organization and believe it to be one of the most significant differentiators in why our business is successful. Below you will find a description of exactly why this performance management process works so much more effectively than others.
