Global Response

AUGUST 7, 2023

Culture is one of the most nebulous aspects of any company or team—but creating a positive one can make or break your employee experience, your customer service, and your bottom line. Your customer focus. Finally, your emphasis—or lack thereof—on customer-centricity shapes your call center culture.

Call Center 62

Call Center Morale Employee engagement Customer centricity 62

Tenfold - Contact Center Blog

AUGUST 10, 2018

In many ways, today’s customers are wiser and more difficult to please. While it might seem like it’s back-breaking to get a customer to buy, today’s empowered customer is also loyal–as long as they get their money’s worth. Businesses love to declare they’re customer-centric but fail to keep their customers.

Customer Experience 62

Customer Experience Customer centricity Employee engagement Coaching 62

Squelch

MAY 10, 2019

The desire for instant gratification extends to customers’ expectations regarding the experience they receive from companies. For instance, Hubspot found that “90% of consumers rate an immediate response as important or very important when they have a customer service question,” with immediate defined as 10 minutes or less.

Customer Experience 40

Customer Experience Average Handle Time Customer retention Metrics 40

Tenfold - Contact Center Blog

JUNE 22, 2018

These digital natives will not just comprise the new workforce, they will also define the new breed of customers for financial services companies. The taste of this new class of customers clashes with the traditional mode of service that dominates the finance sector. The financial services sector is in for a challenge.

Finance 64

Finance Banking Technology Chatbots 64

Fonolo

NOVEMBER 15, 2017

The customer service profession is known for high turnover rates and agent burnout, however, some professionals greatly excel in this line of work, and show tremendous aptitude for delivering excellent customer care. Patience is a sure-fire sign of someone well-equipped for the customer service profession.

Customer Service 100

Customer Service Agent burnout Best practices Call Center 100

Comm100

MARCH 2, 2022

This blog will explain why credit unions must adopt digital support channels to deliver the member engagement that their current and future members expect, and how to do it smoothly and cost-effectively. As a result, members often have high expectations when it comes to customer service and credit union member experience.

Chatbots 52

Chatbots Banking Personalization Wait times 52

JustCall

AUGUST 2, 2021

Customer Service experience matters a lot for both the customer as well as the brand image of a company. Strategies of Customer Service Leadership. While all customer experience experts are unique and successful in their own way, there are a few notable names here. Training them right. Interactive growth.

Customer Experience 52

Customer Experience Consulting Consulting Best practices 52

SmartKarrot

NOVEMBER 2, 2020

Customer retention is very challenging for businesses especially in 2020. The unprecedented times and business environment have made it uncertain for business leaders on what steps to take to retain customers. In the times of the coronavirus pandemic especially, a primary meter that will set businesses apart is customer experience.

Customer retention 21

Customer retention Consulting Consulting Marketing 21

Mindtouch

NOVEMBER 20, 2018

This year’s theme was on the “why, how, and what” your company can do to create customer experience magic moments that lower effort and increase retention. But how do you blend an objective, data-driven strategy with a subjective customer experience? 5 ways to blend data and experiences.

Self service 80

Self service B2B Customer centricity SaaS 80