ShepHyken

APRIL 26, 2019

You’ll need to rely on more than simply the allure of a shiny new functionality or a brilliant process you have invented. . Michael Wolczyk, Head of Online Processes at Commerzbank maintains that focusing too much on technology is one of the most costly mistakes businesses make with their approach to digital experiences.

Technology 214

Technology Marketing Metrics Surveys 214

ShepHyken

FEBRUARY 8, 2019

Your customers will sing praises if you provide a great product or service, but can also be vocal when they feel like their needs are being met. This week we feature an article by Christa Heibel who writes about how important employee feedback is to a successful customer service experience and high CSAT ratings. – Shep Hyken.

Feedback 235

Feedback Customer Experience Abandon rate Surveys 235

ShepHyken

APRIL 21, 2017

This week on our Friends on Friday guest blog post my colleague, Dianna Booher, shares ideas for handling tough personalities while offering great customer service. Doesn’t work that way.” “Let The only way this will work is to ….”. Say, when the client had experienced staff working alongside the contractor?”. Shep Hyken.

Airlines 212

Airlines Customer Care Engineering Accountability 212

ShepHyken

JULY 21, 2017

By picking this approach, you can expect a higher number of people returning to your business. This week we feature an article by Jason Grills about how to use live chat agents properly in order to delight your customers. I believe that as a quick first line of support, live chat is a great alternative. – Shep Hyken. Writing Skills.

Customer Support 229

Customer Support Chatbots Personalization Education 229

ShepHyken

OCTOBER 25, 2019

Your agents need to love coming to work, they need to be motivated by results (the right results), and they need to care about the client. So what should we look for in a new hire? Your agent will be the first point of contact, they need to sound approachable and capable. You need to make sure that two major factors are strong.

Call Center 192

Call Center Scripts Contact Center Advertising 192

ShepHyken

JUNE 1, 2018

Some aren’t comfortable with the interface, some don’t understand the product well and need help, while others aren’t satisfied with the support services. But this is what you need to improve your existing products or services further. Website visitors are bound to raise questions about a particular product or service.

Customer Support 253

Customer Support Sales Marketing B2B 253

ShepHyken

MAY 25, 2018

Marketing has always been about pushing products, and service has been about solving problems, but that’s an outdated outlook. Today, we have to approach things from a customer perspective. This week we feature an article by Matt Nolan who shares five keys to building more compelling, sustainable customer relationships.

Call Center 185

Call Center Customer retention Upselling Advertising 185

CSM Magazine

JULY 17, 2023

If you are a business owner that does not have a blog, it is time to change that. All you need to do is purchase WordPress hosting , install WordPress on your hosting account and get to work. Now that we have that out of the way, let’s cover the most important advantages of having a blog.

Entertainment 52

Entertainment Engineering Advertising Marketing 52

ShepHyken

JUNE 29, 2018

You have likely heard the phrase ‘treat your employees like you want the customer treated,’ well it works. Without even realizing it, their approach to dealing with customers may be damaging the company’s reputation. Just remember, implementing a new business management strategy takes time and money. Employee Standards.

Customer Service 206

Customer Service Feedback Coaching Management 206

ShepHyken

JANUARY 6, 2017

This week on our Friends on Friday guest blog post my colleague, Vince Jeffs, examines the hot topic of artificial intelligence (AI) and it’s impact on the customer experience. AI-powered product suggestions for consumers regularly improve response rates by 300 percent or more. Shep Hyken.

Customer Experience 215

Customer Experience Telecommunications Technology Banking 215

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. Shep Hyken.

Customer Service 136

Customer Service Chief Customer Officer Contact Center Call Center 136

ShepHyken

JANUARY 27, 2017

This week on our Friends on Friday guest blog post my colleague, Shital Shah, writes about how with the right combination of technology and human touch, customer service doesn’t have to be difficult. She shares four excellent solutions to help manage your customer service more effectively. Shep Hyken. Relationships = revenue.

Technology 229

Technology Customer Service Management CRM 229

Enghouse Interactive

FEBRUARY 9, 2021

Trends and Realities of Successful Organizations (Blog Series). In our last blog , we explored how successful companies outperform customer expectations by leveraging video – a communications channel that customers have come to prefer. Blog #3 of 4: Customer-facing agents. Back office support. Subject matter experts.

Self service 66

Self service Contact Center Chatbots Average Handle Time 66

Enghouse Interactive

JANUARY 27, 2021

Trends and Realities of Successful Organizations (Blog Series). In our first blog in this series, we explored how successful companies focus on implementing and optimizing the use of new technologies that help improve the customer experience. Blog #2 of 4: It’s NOT just another channel. Video is the new Face-to-Face.

Contact Center 92

Contact Center Technology Customer centricity Analytics 92

Enghouse Interactive

SEPTEMBER 1, 2020

It’s Not an Option – It’s Expected (Blog Series). Register for our upcoming webinar “When, How and Why Customers Self-Help” with Steve Morrell, Managing Director and Principal Analyst of Contact Babel and John Cray, Vice President – Product Management, Enghouse Interactive. Digital literacy is the new normal.

Self service 79

Self service Contact Center Chatbots First call resolution 79

Enghouse Interactive

JANUARY 13, 2021

Blog Series #1 of 4: New decade! New approach? All this while respecting the reality of needing to work with and within existing workflows. vs. 39.5%) They’re more able to implement and optimize new capabilities, thereby also reducing costs. Better Together to Optimize CX. . Not necessarily….

Contact Center 60

Contact Center Scripts Cloud contact Technology 60

Totango

APRIL 9, 2024

This signifies that fostering an exceptional partnership between CS and sales teams — vital for long-term revenue growth, begins with understanding which customers can derive the highest value from your products and services over time. Madelyn shared how Aircall is leveraging digital customer success to garner deeper product insights.

Sales 106

Sales Outbound sales Revenue potential Accountability 106

Eptica

JANUARY 9, 2019

Date: Wednesday, January 9, 2019 Author: Anne-Claire Bellec - Marketing Director Reviewing 2018 – our top 10 blog posts from the year. Author: Anne-Claire Bellec - Marketing Director As we come back to work after the holiday season and settle into 2019, it’s a good time to review last year and what we’ve learned.

Average Handle Time 89

Average Handle Time Best practices Surveys Chatbots 89

Comm100

APRIL 22, 2024

The productivity of your customer service agents directly impacts your company’s success. Enhanced agent productivity not only accelerates response times but also elevates the overall quality of service. This can directly lead to improved customer satisfaction, increased sales, and more repeat business.

Chatbots 52

Chatbots Feedback Customer centricity Wait times 52

Comm100

MAY 25, 2022

These changes have occurred across industries and have accelerated the adoption of new technologies. In this article, we’ll look at some of the new challenges that have emerged to impact contact centers. Prices have soared in other areas too, particularly as inflation approaches double-digit numbers in some places.

Customer Service 52

Customer Service Contact Center Interactive Voice Response outsourcing 52

Enghouse Interactive

OCTOBER 19, 2020

AI Makes It Possible (Blog Series). Blog #3 of 4 With context, AI seeks to improve more quickly than ever. It’s all in the approach and how the data is analyzed. Constant Learning Improves AI Recommendations. This is foundational to understanding causality. Aggregating. Analyzing all feedback via AI.

First call resolution 52

First call resolution Feedback Enterprise Contact Center 52

AWS Machine Learning

FEBRUARY 13, 2024

They offer a large assortment of over 50,000 products across 1,000 brands, and are operating in more than 500 cities and towns. We were facing the following challenges to operate their existing setup: With the continuous introduction of new products, the computer vision model needed to continuously incorporate new product information.

Engineering 102

Engineering Gamification Scripts Big data 102

ShepHyken

JULY 28, 2023

The last time you browsed for a product or service online, the chances are you encountered social proof marketing. Selecting between products can often be confusing. Selecting between products can often be confusing. Is the product as good as it claims to be? This insight underpins so much of modern marketing.

voip 156

voip Marketing SaaS Personalization 156

Totango

NOVEMBER 16, 2023

Now, you can combine the power of Gmail with the ingenuity of Totango through Totango’s new Google Chrome extension. Now, you can combine the power of Gmail with the ingenuity of Totango through Totango’s new Google Chrome extension. Every customer interaction matters in today’s digital age. billion active users worldwide.

Accountability 107

Accountability Enterprise Marketing Management 107

Totango

APRIL 4, 2024

While acquisition and new logos will always contribute to a part of growth, the ongoing engagement, support, and alignment between CS and sales solidify customer relationships driving long-term, sustainable revenue. Would everyone have the same goal, or would it vary from team to team? Closing communication gaps.

Sales 89

Sales Upselling Accountability SaaS 89

TechSee

JUNE 16, 2022

Whether they need help setting up a new device or to repair a damaged product, the way in which these interactions are handled are at the heart of customer satisfaction. This list is an homage to the business leaders and influencers pushing the envelope when it comes to innovation in customer experience. Follow on LinkedIn.

Customer Service 251

Customer Service Chief Customer Officer Contact Center Consulting 251

Totango

JUNE 21, 2023

We are thrilled to announce an exciting new product as part of our Composable Customer Success platform: Totango In-App ! To address this gap, we’re excited to announce the upcoming beta release of Totango In-App, a product designed to drive alignment and break down silos within organizations.

Enterprise 83

Enterprise Feedback Surveys Marketing 83

TechSee

AUGUST 14, 2023

A lot of new faces, a few familiar names from last year’s list, and a lot of inspiration for the industry. A lot of new faces, a few familiar names from last year’s list, and a lot of inspiration for the industry. Their knowledge and impact is constantly reshaping the service industry.

Customer Service 207

Customer Service Customer centricity Contact Center Consulting 207

customer sure

NOVEMBER 11, 2014

In the last few weeks you might have noticed that we’ve changed course on our blog strategy. I want to share with you the reasons why we decided to take the step to change our approach to blogging. Our initial blogging strategy. We wanted to turn our blog into a marketing channel. More relevant. Survey forms.

Feedback 91

Feedback Metrics Customer centricity Customer Service 91

Totango

JANUARY 22, 2024

At the intersection of product, customer, and business insights, CS is uniquely positioned to steer businesses through these changing environments. At the intersection of product, customer, and business insights, CS is uniquely positioned to steer businesses through these changing environments. Retention is the new acquisition.

Enterprise 94

Enterprise SaaS Engineering Technical Support 94

TechSee

JULY 17, 2023

In this blog post, we will explore the five key obstacles service leaders face when integrating LLMs and offer practical advice on overcoming them. It is up to you to make them specialists in your brand voice and products. product documentation) and prompt the LLM to focus its answers on the information in the right documents.

Best practices 109

Best practices Customer centricity Chatbots Education 109

JivoChat

AUGUST 10, 2023

Affiliate marketing is a strategy where businesses partner with professional affiliates in order to promote and sell their products. These products are known as “affiliate products” because affiliates gain commissions anytime someone buys them using their affiliate link. Ready to learn more?Let’s Let’s begin!

Sales 75

Sales Marketing SaaS Construction 75

Totango

OCTOBER 12, 2022

Recent years have seen an astonishing rise in the popularity of subscription-based products and services. While acquiring new customers is essential, ongoing development and deepening of relationships with existing customers is also vital for growth. Leading the charge. We can see this development in our recent survey.

Enterprise 110

Enterprise Surveys Sales Customer retention 110

Toister Performance Solutions

DECEMBER 2, 2021

asked an employee as she approached Sally. Her new shoes look awesome. You might not work for an iconic brand like Dr. Martens , but you can still turn your employees into brand evangelists. Their job is to get the word out about a company's products and services. An employee brand evangelist can work in any role.

Customer advocacy 124

Customer advocacy Finance Customer centricity Sales 124

NobelBiz

FEBRUARY 27, 2024

Call center optimization is a strategic approach that focuses on enhancing the efficiency and effectiveness of call center operations. It represents a holistic approach that is aimed at transforming call center functions into a streamlined, customer-focused powerhouse. Table of Contents What is Call Center Optimization?

Best practices 105

Best practices Call Center Interactive Voice Response First call resolution 105

ChurnZero

MAY 4, 2023

Finally, a whopping 90% of brands with online communities “say that suggestions from the community have been used to improve products or services.” Multiple relationships benefit clients and service providers since they get to know each other on a deeper business level.

SaaS 98

SaaS Best practices Gamification Feedback 98

ChurnZero

FEBRUARY 15, 2024

Speaking from my experience as a community strategist, I’ve learned a lot about what works and what doesn’t. However, these approaches were mostly met with silence, leaving me feeling like I was talking into a void. Instead of extending blanket requests in large meetings or group messages, approach individuals directly.

Analytics 52

Analytics Personalization Management 52