SharpenCX

JANUARY 26, 2021

It’s a new term coined by consumer shipping companies to explain the absolute mess of packages they had to deliver in 2020. Shipping companies had their capacities put to the test in 2020, to say the very least. That’s why this month, we’re crushing on FedEx – a company that stepped up in 2020 and delivered for customers.

Best practices 76

Best practices Customer Service Interactive Voice Response Calibration 76

ShepHyken

MARCH 30, 2020

Each week I read a number of customer service and customer experience articles from various resources. 10 best practices to maintain a steady cash flow during the COVID-19 crisis by Hari Krishna. Shep Hyken is a customer service expert, professional speaker and New York Times bestselling business author.

Customer Service 201

Customer Service Morale Marketing Best practices 201

Comm100

SEPTEMBER 10, 2020

And yet, although companies have had a long time to perfect their email customer communications, many still fumble when it comes to this support channel. According to a benchmark report by SuperOffice, 62% of companies do not respond to customer service emails at all! Free Omnichannel Customer Engagement.

Best practices 52

Best practices Customer Support Benchmark Service level 52

Comm100

SEPTEMBER 10, 2020

And yet, although companies have had a long time to perfect their email customer communications, many still fumble when it comes to this support channel. According to a benchmark report by SuperOffice, 62% of companies do not respond to customer service emails at all! Free Omnichannel Customer Engagement.

Best practices 52

Best practices Customer Support Benchmark Service level 52

Callminer

AUGUST 6, 2019

In this guide, we’ll help you make more informed buying decisions by describing the various types of call center software, offering expert tips and guidance for choosing the best software solutions for your needs, as well as best practices for utilizing and implementing your call center software suite. Service is a big part. “As

call center software 140

call center software Best practices Call Center Interactive Voice Response 140

Fonolo

JANUARY 14, 2020

Which customer service blog posts helped to shape the last decade for you? . When we look back at the customer support industry in 2010, we see a very different beast to the one we work in today. Here, we cover the 20 best customer service blogs and influencers to follow in 2020.

Customer Service 136

Customer Service Chief Customer Officer Contact Center Call Center 136

Comm100

MARCH 16, 2022

The gap between customer service in public and private sectors is vast. The top-performing private sector in the US boasts a customer satisfaction score of 8.3 All this makes providing the very best customer service in government no easy feat. Chapter 2: The state of customer service in government today.

Government 82

Government Best practices Customer Service Chatbots 82

Eptica

MARCH 11, 2020

Date: Wednesday, March 11, 2020 Author: Pauline Ashenden - Marketing Manager Customer Service in 2020: Reflect, Refocus, Reignite. Published on: March 11, 2020. This move to purpose-led organisations goes far beyond customer service. This is far from the truth.

Customer Service 72

Customer Service Best practices Customer centricity Marketing 72

Comm100

FEBRUARY 23, 2021

It’s true what they say: 2020 was a year for the books, and its impact on customer service was no exception. Companies of all sizes had to adjust to everything from the pivot to working from home to navigating rising customer expectations. – Use social media as a key customer service channel.

Best practices 52

Best practices Customer Service Customer retention Morale 52

Up Your Service

FEBRUARY 8, 2020

Ron Kaufman, number one Global Guru in Customer Service. We are honored and pleased to share our founder, Ron Kaufman , has been awarded the #1 ranking Customer Service Global Guru in 2020, 2019, and 2018. At Uplifting Service , we believe everyone can step UP and TAKE ACTION to make the world better every day.

Customer Service 69

Customer Service Best practices Customer Experience 69

Eptica

DECEMBER 16, 2020

Date: Wednesday, December 16, 2020 Author: Pauline Ashenden - Demand Generation Manager Learning from Santa’s customer service success. Published on: December 16, 2020. Author: Pauline Ashenden - Demand Generation Manager When it comes to customer service, Father Christmas has been delighting children for countless years.

Customer Service 118

Customer Service Best practices Management 118

COPC

OCTOBER 13, 2021

This blog entry was written in conjunction with our upcoming Optimizing Post-Pandemic Contact Center Outsourcing Relationships pre-event workshop during Execs In The Know’s Customer Response Summit. 2020 was indeed a unique year for vendor managers and their outsourced partners. Chat transactions. Competitive sourcing.

Best practices 52

Best practices outsourcing Contact Center Call Center 52

Quiq

MARCH 16, 2022

Last year, Salesforce reported that customers ranked “phone” as their second most preferred customer service channel. Since customers are still dialing, we’ve put together some best practices to help call center agents shine. Show customers you care. Prepare to tackle complex issues.

Best practices 52

Best practices Call Center Interactive Voice Response Scripts 52

DMG Consulting

NOVEMBER 14, 2020

DMG Consulting Releases 2020 – 2021 Digital Customer Service Product and Market Report. Digital-first servicing drives improved CX and brand engagement. Who: DMG Consulting LLC, a leading provider of contact center, back-office and real-time analytics market research and consulting services.

Consulting 62

Consulting Consulting Marketing Customer Service 62

Calltools

JULY 27, 2022

All contact centers should adhere to regulations that advocate data protection and ethical calling practices. Learn some best practices to maintain call compliance in your center below. . That’s because customers can initiate lawsuits and class actions against companies that violate these guidelines.

Best practices 52

Best practices Wireless Government Call Center 52

Tenfold - Contact Center Blog

AUGUST 3, 2018

Top of mind for customers is swift and consistent support–hence the rise of omnichannel customer service. Today’s customers no longer simply rely on calling customer support for assistance. Here are the best practices. Understand your customer’s most preferred channels.

Best practices 64

Best practices Customer Service Contact center software Self service 64

Playvox

JANUARY 13, 2022

The shift to the cloud only seemed to accelerate when the pandemic sent many workers home in the spring of 2020. billion in 2020. In that same poll, 86% of respondents said they expect brands to offer multiple options and flexible times for interacting with their customer service teams. are long gone.

Cloud contact 52

Cloud contact Best practices Contact Center Gamification 52

Eptica

JULY 2, 2020

Date: Thursday, July 2, 2020 Author: Pauline Ashenden - Demand Generation Manager Customer service: what you can learn from great business leaders. Published on: July 02, 2020. Customer service shouldn't just be a department, it should be the entire company. More about Bill Gates ) 4.

Customer Service 142

Customer Service Customer centricity Best practices Management 142

ShepHyken

DECEMBER 9, 2019

Each week I read a number of customer service and customer experience articles from various resources. 10 Customer-Centric Questions to Create Irresistible Value by Josh Linkner. Josh Linkner) With our Thanksgiving feasts behind us, ’tis the season of 2020 business planning. Follow on Twitter: @Hyken.

Airlines 177

Airlines Customer Service Customer centricity Call Center 177

ShepHyken

MARCH 6, 2017

Each week I read a number of customer service articles from various online resources. How Artificial Intelligence is Transforming Enterprise Customer Service by Adelyn Zhou. Forward-looking enterprises are especially keen to leverage AI for customer service, a cost center that traditionally scales linearly with revenue.

Customer Service 209

Customer Service Feedback Best practices Enterprise 209

Global Response

OCTOBER 26, 2020

The customer service that a company provides is one of the most important things they can focus on. Every year, companies nationwide lose billions of dollars due to poor customer service tactics. The post Customer Service Call Center Tips to Know in 2020 appeared first on Global Response.

Call Center 48

Call Center Customer Service Best practices 48

ProProfs Blog

MAY 6, 2020

What makes managing a remote customer service team so daunting? Are there any managing remote teams best practices to monitor, track, and collaborate better? . Managing Remote Teams | Employees – Best Practices. Recommended Read: Top 20 help desk ticketing systems of 2020.

Management 162

Management Customer Service Best practices Entertainment 162

Integrity Solutions

FEBRUARY 12, 2020

Many sales influencers are doing great things, but we wanted to shine a spotlight on a few of our favorites, those whose viewpoints align well with ours and can help motivate you and your teams to perform better in 2020. . A growth and innovation evangelist, Tiffany is a leading thinker in customer experience, company culture and sales.

Sales 124

Sales B2B Engineering Consulting 124

Creative Virtual

DECEMBER 10, 2020

This is the seventh time I’ve done this annual year in review blog post, but never have I had to review a year that was like 2020. Creative Virtual started 2020 celebrating the company’s Sweet Sixteen. You can read more here and download the full ebook, Conversational AI Trends 2020 , here.

Virtual Agent 52

Virtual Agent Chatbots Technology Personalization 52

ChurnZero

SEPTEMBER 29, 2020

Instead they created a new immersive online experience that took the course over two days (September 22 & 23, 2020). . Check out 2 mind-blowing stats about Customer Expectations! Jignesh Thakkar (@socialjignesh) September 22, 2020. . Every employee is on the Customer Success team. Customer Service ?

SaaS 59

SaaS Metrics Best practices Customer retention 59

Eptica

JANUARY 15, 2020

Date: Wednesday, January 15, 2020 Author: Steve Nattress 4 ways to differentiate with superior email customer service. Published on: January 15, 2020. Author: Steve Nattress In a multichannel world neglecting email for customer service risks both satisfaction and revenues. Share this page on: Tweet.

Customer Service 99

Customer Service Multichannel Best practices Analytics 99

Serenova

JUNE 24, 2020

Omnichannel Contact Centers: the Why and How in 2020. Even during this time marked by rapid change and uncertainty, the foundation of a successful contact center remains constant: exceptional customer experience. Organizations that deliver consistently positive customer experiences thrive through any crisis.

Contact Center 98

Contact Center Multichannel contact center solutions Cloud contact 98

Eptica

MAY 6, 2020

Date: Wednesday, May 6, 2020 Author: Pauline Ashenden - Demand Generation Manager Are banks building trust through customer service excellence? Published on: May 06, 2020. ” Against this backdrop, how are banks performing when it comes to putting the customer at the heart of everything they do?

Banking 79

Banking Customer Service Multichannel Best practices 79

teleopti

DECEMBER 16, 2019

2020: completing the WFM triangle. So what does the future hold for WFM in 2020? As customer experience (CX) continues to take center stage, simplifying customer service for frontline staff and maintaining motivation levels are essential. What does 2020 have in store for you? Keep WFM easy and personalized.

Analytics 73

Analytics First call resolution Contact Center Chatbots 73

SharpenCX

DECEMBER 10, 2019

And every customer experience outcome is measured, shared, and tied to individual performance assessments along the way. These customer-first orgs take steps forward each day to improve their outcomes, tying everything they do back to the CX they deliver. Objective: Grow client-base and walk 40% more dogs by the end of 2020.

Call Center 84

Call Center Contact Center Customer Service First call resolution 84

Nicereply

APRIL 30, 2020

Be all ears to your customers and let them boost your sales because of your ace customer services. Happy customers not only come back to interact more with your brand, but they bring loads of other customers too. 86% of customers will spend more for a better experience and service.

Sales 69

Sales Customer Service Upselling CRM 69

Eptica

JUNE 11, 2020

Date: Thursday, June 11, 2020 Author: Pauline Ashenden - Demand Generation Manager Customer service: what you can learn from great historical figures. Published on: June 11, 2020. Focusing consistently on the little things is essential for perfect customer service and one of the basic principles behind building trust.

Customer Service 72

Customer Service Best practices Customer centricity Metrics 72

Talkdesk

APRIL 7, 2020

Register now for Opentalk 2020 Virtual and learn from former Walt Disney World CX leader, Dennis Snow. This free, immersive experience will give you access to extraordinary insights from the most disruptive and innovative speakers in customer experience (CX). Sign up by May 1, 2020. Sign up by May 1, 2020. Save the date!

Customer Service 81

Customer Service Wireless contact center solutions Cloud contact 81

CX Accelerator

MAY 25, 2022

Here’s the Tweet I shared: After receiving 68 creative, funny, insightful replies from customer service and experience folks from all across the world, I knew that this is something others are also thinking about. Jenny began her call center customer service journey on the front lines back in 2005.

Customer Support 316

Customer Support Wait times Self service Best practices 316

Eptica

MAY 13, 2020

Date: Wednesday, May 13, 2020 Author: Pauline Ashenden - Demand Generation Manager Customer service: why you can learn from the classics. Published on: May 13, 2020. Excellence, then, is not an act, but a habit, Aristotle Excellence is a matter of continual and constant good practice. More about Aristotle ] 7.

Customer Service 79

Customer Service Benchmark Best practices Banking 79

Serenova

JANUARY 7, 2020

It’s the caliber of Serenova’s people who make it possible for our customers to fully leverage the power of our technology. In 2020, we’re elevating service to an even higher level by clearly defining what exceptional customer service means and using it as a compass to guide everything we do.

Contact Center 64

Contact Center Technology Business Process Outsourcing contact center solutions 64

Eptica

MARCH 18, 2020

Date: Wednesday, March 18, 2020 Author: Tom Walmsley - Business Development Manager How Montblanc is using interactive self-service to empower customers and deliver a hand-crafted customer service. Published on: March 18, 2020. Keep Your Customers Amazed. Keep Your Customers Amazed.

Self service 79

Self service Customer Service Best practices Technology 79