ShepHyken

NOVEMBER 22, 2021

Each week I read many customer service and customer experience articles from various resources. 6 Ways To Create Customer Experience Consistency Throughout Your Organization by John R. Franchise Update Media) Is the level of experience your customers receive dependent on which employee they encounter?

Customer Service 211

Customer Service Customer Experience Surveys Management 211

ClearAction

APRIL 16, 2024

8 Voice of Customer Keys to CX ROI Lynn Hunsaker Voice of Customer is the basis for customer-centricity. Whatever is out of sync with customers costs you a lot in tied-up resources and lost opportunities. Therefore, Voice of Customer should be very good at driving changes to the business, accordingly.

Customer centricity 62

Customer centricity Surveys Management Feedback 62

Win the Customer

DECEMBER 23, 2023

In an era where technology is deeply integrated into customer touchpoints, the responsible use of AI holds immense potential to revolutionize customer experiences. The ethical deployment of AI not only improves customer satisfaction but also fosters trust and transparency. Take prompt actions to rectify any issues found.

Customer Experience 69

Customer Experience Education Feedback Technology 69

Steve DiGioia

MARCH 8, 2021

Today’s post tells you how to stop giving customer service like a useless scarecrow. 3 Examples of Scarecrow Customer Service. I doubt any bird would have much respect for that old-timer on a stick. RELATED POST: 6 Customer Service Facts For Every Business. Do Customers Care About Employee Uniforms?

Customer Service 204

Customer Service Benchmark Best practices Customer Care 204

Beyond Philosophy

FEBRUARY 15, 2017

For managers and executives, poor relationships with employees and customers are one of the surest ways to undermine any efforts to create a positive customer experience. Studies show that the best way to elicit a particular behavior is to reward it. 6. Embrace conflict, but make it constructive.

Construction 382

Construction Consulting Consulting Education 382

Myra Golden Media

JULY 15, 2018

I called it Top 6 Ways to Get An Angry Customer to Back Down. For some time I’ve wanted to update my Top 6 Ways to Get An Angry Customer to Back Down tactics. So, I’m now issuing an update to these strategies and I’m calling this Six More Ways to Get An Angry Customer to Back Down. Create Calm.

Personalization 204

Personalization Customer Service Customer Experience 204

Call Center Weekly

DECEMBER 14, 2018

For customer service professionals, helping others, is what we do throughout the year. The challenge is to do so in ways that transcend the profession of customer service. The challenge is to do so in ways that transcend the profession of customer service. Customers are people. Always respect customers 3.

Government 167

Government Contact Center Consulting Consulting 167

Myra Golden Media

APRIL 23, 2020

If a remote employee’s next phone call is from an angry, irate customer, can they handle it? If you don’t have a LinkedIn Learning subscription, it’s super easy to get started training your team with my 7-course customer service boot camp. Empathy for Customer Service Professionals. Is she eating healthy?

Customer Service 303

Customer Service Upselling Personalization Customer Support 303

CSM Magazine

JUNE 8, 2023

Customer service sucks. It is worse today than in 1979 when I decided to do something about customer service and developed the world’s first customer service program, Feelings which was released in January 1980. Here is the Blueprint to Becoming a Customer Service “Rockstar” This is what Feelings is all about.

Customer Service 105

Customer Service Management 105

CSM Magazine

FEBRUARY 29, 2024

In the growing market of mobile app development, providing top-notch customer service can be the deciding factor that makes your app stand out. For mobile app developers, the challenge is to integrate customer service in ways that resonate with tech-savvy users.

Customer Service 52

Customer Service Feedback Education Self service 52

ClearAction

NOVEMBER 14, 2022

Instead of rallying around money, emphasize customer well-being as the source of money, intrinsic rewards, jobs-t0-be-done, and organizational goals. Respect for interdependencies to minimize silos and dysfunction : Start out by sharing customer stories of gaps they experience. This keeps the horse before the cart!

Government 71

Government Enterprise Surveys Personalization 71

Fonolo

SEPTEMBER 20, 2022

When it comes to delivering great customer service, call center agents need some essential soft skills that may not have been listed on their resumés. Unlike the hard skills or technical skills required to operate call center technology, soft skills relate more to an agent’s demeanor during a customer interaction.

Call Center 141

Call Center Contact Center Employee engagement Technology 141

Fonolo

JULY 28, 2022

Three Ways to Drive Inclusive Agent Engagement. Three Ways to Drive Inclusive Agent Engagement. These implicit biases can deeply impact the way employees are hired, promoted and supported throughout their careers. Top 6 Inclusive Hiring Practices for Your Call Center. Diversity is great for employees and businesses, too.

Call Center 81

Call Center Contact Center Surveys Feedback 81

Vistio

DECEMBER 20, 2022

6:58 – 8:45 ] The polls are in and here’s what agents really want: more respect from leadership, more respect from customers, more satisfaction from their work, better pay, proper training so they feel like they’ve actually been taught how to do their job the way leadership wants it done.

Call Center 52

Call Center Metrics Feedback Management 52

Talkdesk

MAY 19, 2020

Customer-centric companies who have made the transition to work-from-home (WFH) are now relying on remote support professionals like you to connect with their customers and provide positive brand experiences. It is your job as a customer service agent to make these connections as personal, professional and effective as possible.

Customer Service 112

Customer Service Customer centricity Personalization Management 112

CSM Magazine

FEBRUARY 10, 2023

Customer complaints can be a tricky thing to navigate as a business. You want to ensure that you are resolving any issues customers may have, while also protecting your reputation and bottom line. This article provides strategies on how to manage customer complaints with professionalism, efficiency and understanding.

Sales 52

Sales Management Customer Service 52

Playvox

FEBRUARY 13, 2024

In an economy that’s pitched more than a few curveballs over the last five years, retaining and growing a loyal customer base is consistently a winning business strategy. How Do You Identify Top Customer Service Talent? Are you trying to boost customer sentiment ? Do you want to improve overall customer experience?

Contact Center 88

Contact Center Gamification Coaching Feedback 88

Liveops

OCTOBER 19, 2018

As someone who worked as a call center agent for Liveops prior to taking on my current role of managing teams of agents, I can tell you: Most people are quick to share stories about less-than-stellar calls with customer service. What usually goes untold are the times when someone does deliver great customer service. Take the survey.

Customer Support 87

Customer Support Call Center Upselling Feedback 87

Win the Customer

SEPTEMBER 12, 2023

Customer satisfaction is not just a feel-good metric; it’s a tangible indicator of how well your products, services, and interactions resonate with your audience. In this blog post, we’ll explore the significance of measuring customer satisfaction and delve into key metrics that provide valuable insights.

Metrics 59

Metrics Customer centricity Customer effort Customer retention 59

Playvox

APRIL 11, 2023

Engaged contact center agents are essential to the success of any customer service operation. And happy agents tend to deliver experiences that delight your customers. But disengaged agents create challenges in a customer service center. Related Article: Top 10 Ways To Boost Contact Center Efficiency & Productivity 2.

Employee engagement 63

Employee engagement Contact Center Gamification Coaching 63

Talkdesk

MAY 26, 2020

The relationships you build with customers comes down to how well you interact with them. To consistently deliver a better customer experience (CX) and forge meaningful relationships, it is imperative that call center agents like you are skilled in the art and science of rapport building. Does your customer use tech-savvy language?

Call Center 90

Call Center call center software Scripts Personalization 90

Customer Guru

MAY 16, 2018

Why should you be collecting customer feedback? If you would like to see your business grow and prosper, customer satisfaction is not only important but also necessary. Understanding how customers view your products, services and company is invaluable. Your most unhappy customers are your greatest source of learning.

Feedback 99

Feedback Surveys Technology Personalization 99

Fonolo

OCTOBER 11, 2022

They’re kind of like customer satisfaction surveys, except they’re sent to a customer immediately after an agent-customer interaction. The immediate insight into the customer experience is rich with fresh insights you can use to improve your customer service strategy and learn more about your call center.

Surveys 99

Surveys Call Center Interactive Voice Response First call resolution 99

TechSee

APRIL 4, 2023

While searching on the National Association of Home Builders (NAHB) site on the term “customer service”, the phrase “act as if you like your customer” comes up. Basically, this is the same idea as “treat the customer as a friend”. The key to the best customer service in the home building industry is using available technology.

Customer Service 109

Customer Service Customer Care Technology outsourcing 109

Expivia

MAY 15, 2021

And with incredible agents, you can raise the quality of your call center and customer service. And in a way, that’s true. You can earn that trust by exhibiting the same respect you expect of them, especially when it comes to coaching. Only then can they effectively contribute to their team. It’s the same with a call center.

Coaching 98

Coaching Call Center Average Handle Time Feedback 98

VocalCom

FEBRUARY 5, 2018

You may think that winning customer loyalty is all about offering the best products and services. Customers today want to feel respected, understood, and excited when they interact with your company. Great customer experiences are therefore less about products and more about the way your company engages with each individual.

Contact center software 96

Contact center software Airlines Customer centricity Customer emotions 96

Fonolo

JANUARY 14, 2021

This is why fostering a culture of inclusion, especially today when contact center workers are on the front lines of your business supporting your customers. 3 Reasons Why Agent Satisfaction is the New Customer Satisfaction. 3 Reasons Why Agent Satisfaction is the New Customer Satisfaction. Hire agents who demonstrate empathy.

Contact Center 150

Contact Center Agent Empowerment Morale Coaching 150

CSM Magazine

FEBRUARY 16, 2023

Customers come with their own unique set of needs and expectations, and it’s up to businesses to meet or exceed those expectations as much as possible. However, there are certain pet peeves that frequently get in the way of customers’ satisfaction.

Chatbots 52

Chatbots Sales Personalization Customer Service 52

360Connext

FEBRUARY 9, 2018

No matter what language they speak, there’s typically a barrier between the language brands use internally and the language customers use while trying to get something done. Mixed message can make their way into signage, marketing materials, online experiences, and countless other touchpoints within every customer journey.

Journey mapping 105

Journey mapping Consulting Consulting Marketing 105

DMG Consulting

MARCH 13, 2023

CX and Contact Center Priorities and Technology Investments for 2023 March 2023 Each year, DMG Consulting surveys our international customer base of enterprise, contact center, and IT leaders and asks them to share their customer experience (CX) and contact center goals, as well as related technology investment priorities for the upcoming year.

Contact Center 62

Contact Center Technology Average Handle Time Surveys 62

aircall

AUGUST 5, 2022

That’s why a positive customer journey starts with a well-conceived lead-nurturing and follow-up process. . Above all, this increases your conversion rate and customer retention (which is even more important in this economy). . 6 Ways to Optimize Lead-Nurturing and Follow-Up. The first step? Narrow down lead lifecycles.

Sales 62

Sales SaaS Marketing Personalization 62

JustCall

OCTOBER 11, 2023

With entities competing for individuals’ time and attention, businesses play the two-pronged role of respecting customers’ time while also staying in touch – and enriching the overall experience. SMS response automation can be a much-needed piece required to complete an omnichannel customer service jigsaw.

Average Handle Time 52

Average Handle Time Analytics Personalization Metrics 52

CSM Magazine

AUGUST 19, 2020

A law firm is nothing without a good client base – but a good customer relationship isn’t built overnight. In order to form a strong connection and give your client the most satisfying experience, you need to start with a good first impression, which is, of course, good customer service! Returning customers. For the image.

Customer Service 52

Customer Service Marketing Personalization 52

JustCall

OCTOBER 26, 2023

When it comes to providing exceptional customer support, you cannot leave iOS users behind. However, providing customer support to disgruntled customers requires more than rolling out insanely creative CSR ads or inspirational marketing content. This makes it crucial to have a well-trained team at all times, attrition or not.

Customer Support 52

Customer Support voip Contact Center Self service 52

JustCall

MARCH 9, 2023

For instance, according to research, simulation training, which is a part of such a training module: Outperforms role-playing-based training in terms of accuracy and speed of processing customer calls Improves agent performance at higher levels of task complexity Why is Agent Training Important?

Call Center 52

Call Center call center software Construction Best practices 52

pindrop

APRIL 20, 2021

This way the fraudster can remotely access the victim’s computer, and ask the victim for bank login details and an OTP, claiming to check if the victim’s account had been compromised. This will increase the AHT and create a bad customer experience, especially for genuine callers.

Banking 127

Banking Government Average Handle Time Accountability 127