ShepHyken

SEPTEMBER 30, 2016

This week on our Friends on Friday guest blog post my colleague from Down Under, Warwick Merry, writes about an experience he had that demonstrates why a business must have the systems and processes in place to take care of new and existing customers. For example, recently we needed some gutter work done on an investment property.

Advertising 296

Advertising Entertainment Marketing Personalization 296

ShepHyken

JUNE 28, 2019

Airline agents are still at check-in counters to guide passengers after self-service kiosks and to arrange complicated ticketing. It’s true that in China, in a case of life imitating art, state-run television is testing the world’s first AI news anchors more than 30 years after the Max Headroom television satire.

Contact Center 279

Contact Center Self service Banking Airlines 279

ShepHyken

JUNE 7, 2019

This week we feature an article by Molly Moore about why phone calls and online chat can make the difference between customer-centric brands and everybody else. Despite our advances in technology today and the many ways in which we can now communicate, the phone call isn’t going anywhere. Consumers want to connect with your business.

Customer centricity 298

Customer centricity Advertising outsourcing Chatbots 298

ShepHyken

OCTOBER 18, 2019

Too many leaders just stop caring after their company makes a mistake. Producing happiness after a mistake is an ideal way to exceed your customer’s expectations. While this sounds harsh, it is often the reality in dealing with the people who come into your place of work, order from you online or call you for help.

Customer Service 222

Customer Service 222

ShepHyken

MAY 3, 2019

After all, it’s a lot harder to retain your customers when their selection pool has gone from four similar products at the local department store to 400 products worldwide that they can see without leaving their couch. The post Guest Blog: Why Convenience is a Key Differentiator in CX appeared first on Shep Hyken.

Chatbots 288

Chatbots Customer Experience Marketing Customer Support 288

JivoChat

OCTOBER 26, 2022

Are you looking for blog name ideas to start publishing your articles on the internet? How your blog will be called should be aligned with how you want your brand to be perceived. Check out the blog to know more about it: How to Choose a Blog Name. There are several aspects to consider when selecting a blog name.

Engineering 75

Engineering Enterprise Personalization 75

aircall

MARCH 7, 2017

One of the most important yet overlooked aspects of a call center agent’s duties is after call work. After call work is a common pain point for call centers, since, if neglected, it can negatively affect agent efficiency, customer satisfaction, and your call center’s overall level of service.

call center software 76

call center software Call Center Coaching CRM 76

ShepHyken

FEBRUARY 23, 2018

I recently found myself on the receiving end of a recording that told me for the tenth time after being on hold for fifteen minutes that, “Your call is very important to us. The post Guest Blog: 3 Key Principles for Customer Satisfaction appeared first on Shep Hyken. Whatever their issue, it’s real to them. Nathalie W.

Scripts 231

Scripts Employee engagement Customer Service Customer Experience 231

ShepHyken

SEPTEMBER 27, 2019

That’s why you have to encourage your staff to think on their feet and give them the power to make important calls. 70% of employees ranked being empowered to take action at work when a problem or opportunity arises as an important element of their engagement. (? If she could start by making that call, ?their

Customer Experience 286

Customer Experience Personalization Customer Service Marketing 286

ShepHyken

JANUARY 11, 2019

Most companies ask customers for feedback, but when it comes to closing the loop on that feedback, most still use these two rudimentary strategies, if at all: After a customer responds, they send “Thank you, we received your feedback”. After all, it’s only fair. Acquire new customers through advocacy.

Feedback 236

Feedback Surveys Technical Support Personalization 236

ShepHyken

MAY 4, 2018

They both are, because the reality is that there are three essential stages of customer experience: before, during and after the sale. After more than 15 years in business, our Better Business Bureau rating fell to an unacceptable level, mostly out of neglect. After the Sale. Explain what will happen next.

Customer Experience 200

Customer Experience Advertising Engineering Sales 200

aircall

APRIL 14, 2017

Whether you’re working sales or support, a great deal of your time is dedicated to after-call work. Aircall wants to help agents breeze through their after-call work by introducing a brand new feature : wrap-up time. These include : Tagging, commenting, assigning the call to another agent.

CRM 48

CRM Call Center Sales Customer Experience 48

ShepHyken

JUNE 24, 2016

This week on our Friends on Friday guest blog post my colleague, Jeremy Watkin shares a story demonstrating the importance of empowerment to great customer service. I often call this empowerment where we take that little bit of extra time to educate the customer while we serve them. Shep Hyken. Then she said, “You know what?

Technical Support 211

Technical Support outsourcing Education Customer Service 211

aircall

MARCH 7, 2017

One of the most important yet overlooked aspects of a call center agent’s duties is after call work. After call work is a common pain point for call centers, since, if neglected, it can negatively affect agent efficiency, customer satisfaction, and your call center’s overall level of service.

call center software 48

call center software Call Center Coaching CRM 48

ShepHyken

MAY 25, 2018

This not only saves relationships, it reduces call-center FTE costs, churn rates, and retention discounts, while increasing satisfaction and helping earn the right to cross-sell later on. People tend to understand next-best action at a high-level, but not how it works behind the scenes. Focus on the context – not the function.

Call Center 185

Call Center Customer retention Upselling Advertising 185

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

ShepHyken

JULY 8, 2016

This week on our Friends on Friday guest blog post my colleague, Mike Schoultz shares a few customer experience stories that demonstrate how companies have handled customer experiences, some well and some not so well. Or, worse, told to use the phone to call the credit card support number directly. – Shep Hyken.

Customer Experience 189

Customer Experience Marketing Personalization Management 189

ShepHyken

JUNE 1, 2018

Most won’t pick their phones to call your support agents and know the product in detail. You can go for email or call support. In case, you still have queries related to a specific product after working through the guide then always sign-up for the product. That’s quite an outcome that shouldn’t be missed.

Customer Support 257

Customer Support Sales Marketing B2B 257

Call Experts

DECEMBER 29, 2021

At Call Experts, we are dedicated to providing supportive content every week through our contact center blogs. Because contact center blogs can be an essential tool for understanding services from a company and what it might be like as their customer. . Employee absenteeism is a measure of how often an employee misses work.

Contact Center 52

Contact Center Morale Government Healthcare 52

ShepHyken

JANUARY 26, 2018

After a half hour, I ended up having to call my friend at 3:30 AM. A phone call from my favorite ski shop telling me about a new pair of skis that they knew would be perfect for me. another worker called in sick. Work simulations offer a great way to teach the listening skills I recommend in this article.

Consulting 208

Consulting Consulting Customer Service Sales 208

ShepHyken

APRIL 28, 2017

This week on our Friends on Friday guest blog post my colleague, Murph Krajewski, writes about the importance of a single customer view when it comes to serving your customers. Do this time after time, and you’re now forming a relationship. This will help lead you to forming important relationship with your customer. – Shep Hyken.

Customer Service 228

Customer Service Contact Center Technology Big data 228

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

ShepHyken

MARCH 10, 2017

This week on our Friends on Friday guest blog post my colleague, Steven Macdonald, shares the results of a study examining how companies around the world respond to customer service requests. To keep the study simple, one email was sent to each company containing two simple questions: Do you have a phone number I can call you on?

Customer Service 221

Customer Service Technical Support Benchmark Best practices 221

Call Experts

FEBRUARY 18, 2021

It is best defined as supporting your customers’ needs by offering and delivering professional, top-notch assistance before, during, and after their requirements are fulfilled. Contact center and call center partners are the best to support your customer journey, regardless of your business’s product or service. .

Contact Center 52

Contact Center Interactive Voice Response Best practices Call Center 52

CX Accelerator

NOVEMBER 7, 2023

It’s at that point I realized that I never received an email from the airline after booking my flight. When I called the airline, I explained to them that I didn’t have my booking code — and apparently my name, credit card number, location, and approximate time of the flight were not enough to find my reservation. Back To Blog Home

Customer centricity 316

Customer centricity Airlines Feedback Construction 316

Enghouse Interactive

SEPTEMBER 1, 2020

It’s Not an Option – It’s Expected (Blog Series). In our first blog, we explored how customer expectations are rapidly changing and what organizations should consider as part of their Self-Service strategy. Blog #2 of 3: Self-Service puts the Customer Experience in their Hands. Digital literacy is the new normal.

Self service 79

Self service Contact Center Chatbots First call resolution 79

CCNG

NOVEMBER 29, 2023

First Contact Resolution (FCR) FCR is the percentage of all incoming contacts that are resolved by the agent receiving the question or query without having to transfer to a superior, a different department or having to call back the customer.

Metrics 195

Metrics Contact Center Average Handle Time Surveys 195

Beyond Philosophy

DECEMBER 6, 2019

The Naïve to Natural Model classifies organizations into four orientations, which I called Naive, Transactional, Enlightened, and Natural. For example, often, the call center environment has a measure called “Average Call-Handling Time.” This airline didn’t call customers passengers.

Customer centricity 428

Customer centricity Airlines Consulting Consulting 428

CCNG

MAY 31, 2023

He said, “I know you are home with the kids, and I don’t want to keep you from them, but I just had to call and tell you what a great job you’re doing. Your enthusiasm really pulls people together, and I wanted you to know I appreciate all your hard work.” The call took me by surprise. I want to launch a ‘Praise Call Campaign.’

Technical Support 195

Technical Support CCNG First call resolution Customer Service 195

Beyond Philosophy

DECEMBER 7, 2023

However, I disagree; fewer people work in Customer Experience these days. For example, it bugs me that call center recordings always say they are experiencing a high volume of calls but that my call is important to them. It’s hard to remember that time now. Moreover, organizations have fewer people.

Customer Experience 222

Customer Experience Chatbots Customer centricity Education 222

Steve DiGioia

JUNE 20, 2022

I used to work with a general manager who, as you walked through the hotel halls with him, would make a point of picking up a piece of trash off the floor. I had a boss who was ALWAYS late for every meeting – and HE was the one who called for the meeting. Well, at least after the initial shock of honesty wore off! Go figure!

Surveys 195

Surveys Personalization Management Customer Service 195

Comm100

JULY 20, 2020

Guest blog – Nahla Davies is a software developer and tech writer. Before devoting her work full time to technical writing, she managed—among other intriguing things—to serve as a lead programmer at an Inc. Luckily, social media can work in your favor. You can find her on LinkedIn. Revenue Boost Due to Quicker Purchases.

Chatbots 52

Chatbots Finance Marketing Surveys 52

ShepHyken

DECEMBER 8, 2017

In the era of omnichannel communication, where we have an array of channels – social media, email, messaging, voice call, companies need to identify the channels their buyer persona is most comfortable with and most responsive to. Having said that, we also need to understand that AI is, after all, a human invention. Conclusion.

Contact Center 112

Contact Center Customer Service Chatbots Virtual Agent 112

Steve DiGioia

JULY 11, 2022

But what if the ads featured a salesperson or two or the mechanic who’d be working on your car? Put their photos on the wall, let them greet the customers first, and let them be the ones who make the after-sale follow-up calls. Here’s an example: Do you care to see the owner of the car dealership in his television ads?

Finance 204

Finance Advertising Sales Marketing 204

Cyara

FEBRUARY 22, 2024

Per the question in the title of this blog post, let’s examine the phrase, break down the meaning, and then explore how “Last Mile Assurance” is relevant to and important in the context of contact centers and customer experience. A call dropped in the middle of a customer complaint. And “last mile” is… well… exactly that.

Contact Center 76

Contact Center Customer Experience Technology Sales 76

Steve DiGioia

OCTOBER 3, 2021

Two hours later I got the call that it was ready to be picked up. I guess I expected more after all. But others say that a local mechanic relies on word-of-mouth referrals and quality work to stay in business and therefore is more apt to do more than expected. appeared first on Steve DiGioia Customer Service Blog.

Morale 288

Morale Customer Service 288

aircall

AUGUST 29, 2022

There’s a reason business owners are obsessed with call center productivity. After all, productivity and profitability are tied together. Should it be about the number of calls an agent takes in a day? That’s why business leaders must understand what call center productivity is, how to measure it, and how to improve it.

Call Center 118

Call Center virtual call center call center software Self service 118