ShepHyken

DECEMBER 27, 2019

This week we feature an article by Katie Mares who explains how any business or organization can provide its customers with a five-star experience. The best way I can describe ‘customer service’ is by using the word transaction. Service’ is what we do, it is a product or the transaction to receive the product.

Personalization 336

Personalization Customer Experience Customer Service Marketing 336

ShepHyken

MARCH 9, 2018

This week we feature an article by Gemma Baker who writes about how the customer service world has changed with the development of digital communication channels. – Shep Hyken. It is no secret that customers are turning towards digital communication channels when contacting organizations. Provide a Quicker Answer.

Customer Service 189

Customer Service Chatbots Advertising Technology 189

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

JUNE 15, 2018

This week we feature an article by Ayush Chaudhary who writes about the social media customer support experience. Social customer service allows you to take the interactions with your customers to an even higher level. – Shep Hyken. Think of it as a telephonic IVRS analog for customer support.

Chatbots 189

Chatbots Customer Support Healthcare Scripts 189

ShepHyken

DECEMBER 13, 2019

This week we feature an article by Darcy Alexander who shares a checklist to guide us through the process of selecting the best CX vendors for our customer experience initiatives. When embarking on a customer experience (CX) change initiative, there are few decisions more critical to success than selecting the right vendor.

APIs 254

APIs Enterprise Government Customer Experience 254

Customer Service Life

FEBRUARY 10, 2020

The Greatest Avenger of the CX Universe – If you were going to hire a character from the Marvel Cinematic Universe to spearhead the customer experience effort in your organization, who would it be? Beyond “buy 10 get one free”: What is customer loyalty? ICMI Top 50 Thought Leaders to Follow on Twitter – January 2020.

Customer Service 149

Customer Service Contact Center Chatbots Customer Experience 149

ShepHyken

APRIL 11, 2022

Each week I read many customer service and customer experience articles from various resources. Here are my top five picks from last week. Harvard Business Review) In February 2020, Panera Bread announced the Unlimited Sip Club and rocked the coffee world. For just $8.99 Anytimed by Seth Godin.

Customer Service 161

Customer Service Employee engagement Customer Experience Personalization 161

CX Accelerator

DECEMBER 10, 2019

How A Simple Vision Board Changed My Year & A How-To Guide For Building Your 2020 Board. As customer service professionals, many of us naturally fall into a pattern of people pleasing, and I was no exception. And after all, being comfortable in uncomfortable situations is on my 2020 vision board! . By Becky Roemen.

Accountability 182

Accountability Personalization Customer Experience Customer Service 182

CX Accelerator

DECEMBER 10, 2019

How A Simple Vision Board Changed My Year & A How-To Guide For Building Your 2020 Board. As customer service professionals, many of us naturally fall into a pattern of people pleasing, and I was no exception. And after all, being comfortable in uncomfortable situations is on my 2020 vision board! . By Becky Roemen.

Accountability 182

Accountability Personalization Customer Experience Customer Service 182

ShepHyken

NOVEMBER 11, 2022

This week, we feature an article by Claron Kinny, SEO Outreach Specialist at Beaconstac , a company that creates and manages QR codes for brands for an immersive offline and online CX. He shares how companies can use QR codes to improve customer service and experience. QR codes in customer service: How effective is it?

Customer Service 161

Customer Service Feedback Advertising Customer Experience 161

Eptica

APRIL 28, 2020

Date: Tuesday, April 28, 2020 Author: Manuela Pifani, CXellence Consulting Turning the COVID-19 crisis into an opportunity. Published on: April 28, 2020. Check back later in the week for further insight on customer service in the age of COVID-19. The importance of listening to customers during COVID-19.

Best practices 79

Best practices Consulting Consulting Customer centricity 79

ShepHyken

AUGUST 14, 2020

This week we feature an article by Rakshit Hirapara , a content marketer at PeddleWeb. He writes about the importance of ensuring a positive customer experience, especially during a world crisis. The customer experience (also referred to as CX) seems like a simple concept. However, it can be interpreted in several ways.

Customer Experience 318

Customer Experience Entertainment Sales Healthcare 318

Customers That Stick

NOVEMBER 16, 2020

Note: This blog post contains information related to and provide by a client of CTS Service Solutions. First, Sign Up for the Webinar: November 19, 2020. Agara is an autonomous voice engine powered by Real-time Voice AI designed to handle customer support calls without any human intervention. Read the rest here. »

Customer Service 78

Customer Service Banking Engineering Self service 78

ChurnZero

DECEMBER 27, 2019

I f ChurnZero were to release a greatest hits compilation of our top content, milestones, and life events in 2019, this blog post would be it. With over 70+ published blogs this year, we whittled down our list to the ten most popular posts from the ChurnZero team and friends. . Top 10 Blog Posts from 2019 .

Chief Customer Officer 64

Chief Customer Officer SaaS B2B Best practices 64

CX Accelerator

JULY 1, 2020

Without a doubt, Covid-19 will leave an indelible impression on our planet, and it may even cause a paradigm shift for businesses and the way they meet their employees’ and customers’ expectations, especially regarding communication channels. Now: I order online through a delivery service or schedule a pick-up. Changing Expectations.

contact center solutions 266

contact center solutions Morale Contact Center call center solutions 266

Beyond Philosophy

JUNE 11, 2020

Your customers likely wait in your experience, too, and that may or may not be creating negative feelings about your experience. Therefore, managing customers’ perceptions about wait times in your Customer Experience is essential—and a practical way to foster customer-driven growth. I was in a Starbucks recently.

Wait times 404

Wait times Management Consulting Consulting 404

Creative Virtual

OCTOBER 5, 2020

Happy Customer Service Week! Today we kick off the annual week-long international celebration of the importance of customer service, the people who deliver that service and the impact it has on successful business practices. By Mandy Reed, Global Head of Marketing.

Virtual Agent 52

Virtual Agent Customer Service Chatbots Self service 52

Select VoiceCom Blog

JANUARY 8, 2024

The Customer Satisfaction score, or CSAT score, is a key performance metric that is challenging for any business to maintain, even more so when your business is in the dynamic realm of media. To start, we set out to create a team of 20 voice (customer support and customer retention) and non-voice (chat and email help desk) agents.

Customer retention 52

Customer retention outsourcing Metrics Customer Support 52

Stafford Communications

SEPTEMBER 17, 2020

It’s time to get your call center ready for the 2020 Holiday Season. However, 2020 will likely be different. As noted in our last blog post , overall retail sales are projected to be 10% lower, while e-commerce sales rise by 18%. 2020 will be different. First, there is a new emphasis on e-commerce. How about ingredients?

Call Center 72

Call Center Healthcare Contact Center Sales 72

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

Taylor Reach Group

MAY 1, 2020

In a recent post, we looked at the cost of providing a poor Customer Experience (CX). Research suggests the cost of providing bad CX is climbing rapidly, from $20 Billion USD annually in 2013 to $62B in 2016 ( Forbes-Hyken ) to $83B in 2017 ( Customer Think-Jaiswal ). By Peg Ayers. Not at all.

Consulting 140

Consulting Consulting Surveys Feedback 140

Totango

MARCH 25, 2021

As the world entered “lock-down” this time last year, little did we know we would all be sheltering in place, working digitally, remotely, and locked within the walls of our homes for the remainder of 2020 and beyond. No one knew what the “new normal” meant for the market, industry, businesses, or customers.

Real estate 62

Real estate B2B Enterprise Marketing 62

Creative Virtual

OCTOBER 13, 2020

As customers, we want the best deal, the most innovative products and the greatest experience possible. This means that companies are always on the hunt for ways to meet those expectations, build brand loyalty and deliver a better customer experience.

Customer Service 59

Customer Service Virtual Agent Self service Chatbots 59

CX Accelerator

JULY 1, 2020

Without a doubt, Covid-19 will leave an indelible impression on our planet, and it may even cause a paradigm shift for businesses and the way they meet their employees’ and customers’ expectations, especially regarding communication channels. Now: I order online through a delivery service or schedule a pick-up. Changing Expectations.

contact center solutions 182

contact center solutions Morale Contact Center call center solutions 182

Call Experts

NOVEMBER 5, 2020

According to Salesforce , “Cyber Week digital traffic is still expected to grow by 28 percent year-over-year (in 2020) — a trend accelerated by nearly ubiquitous access from mobile phones and the fact that fewer people will be rushing to stores on Black Friday.” . Head to our blog to read our tips about managing high call volumes! .

outsourcing 98

outsourcing Education Contact Center Advertising 98

Beyond Philosophy

FEBRUARY 10, 2020

We also discussed how your Customer Experience plays into the mix to help you facilitate customer-driven growth. . Business Growth has always been at the heart of the Customer Experience movement. Innovation to imitation is down to weeks. Where do we get new customers? Customer Driven-Growth.

Consulting 431

Consulting Consulting Entertainment Telecommunications 431

Uniphore

AUGUST 6, 2021

Why Your Agent Experience Matters to Your Customer Experience—And Your Bottom Line. Few events have tested the modern contact center—and exposed its shortcomings—like the 2020 pandemic. While self-service could relieve some of the pressure to agents, it couldn’t keep pace with the flood of complex calls. Download eBook.

Contact Center 98

Contact Center Self service Call Center Analytics 98

Totango

FEBRUARY 22, 2021

Brady would go on to lead the Patriots to 17 division titles, 13 AFC Championship Games, nine Super Bowl appearances, and six Super Bowl wins before transferring to the Tampa Bay Buccaneers in 2020 and leading that team to win its first Super Bowl title since 2003. Changing the Customer Success Game.

Analytics 62

Analytics Customer centricity Best practices Enterprise 62

Stafford Communications

SEPTEMBER 17, 2020

It’s time to get your call center ready for the 2020 Holiday Season For decades, the US retail industry has experienced two giant peaks every year—one around back-to-school shopping at the end of summer, the other centered on Black Friday, Thanksgiving, and shopping for the holidays. However, 2020 will likely be different. Bulk sales?

Call Center 52

Call Center Healthcare Contact Center Sales 52

Toister Performance Solutions

MARCH 26, 2020

Customer service professionals are naturally helpful. The world has changed dramatically in the past few weeks. I make a living researching, writing, and speaking about getting employees obsessed with customer service. So I'm trying to use my skills to help other customer service professionals.

Surveys 83

Surveys Banking Customer Service 83

Creative Virtual

JULY 10, 2020

By 12 April 2020, those virtual agents had reached nearly 50% of the total traffic they had recorded for all of 2019 despite being only about a quarter of the way through the year. In fact, our very first enterprise customer was a large financial services group – and they are still a customer today!

Virtual Agent 52

Virtual Agent Banking Self service Government 52

Nicereply

APRIL 2, 2020

Who knows what will happen in the next days or weeks, but once this pandemic has passed, we will come out even more durable. Businesses are losing customers, and workers are losing jobs. This offer is available until June 30, 2020. While coronavirus rages on, many of us were required to shift our work from offices to our homes.

Education 80

Education Call Center Accountability Customer Support 80

C Space

JUNE 11, 2020

The Brand Move Roundup – June 11, 2020. Fifteen weeks ago, when the gravity of the situation became clear, we started daily reporting on how brands were dealing with the COVID-19 crisis. In a statement on its blog, Amazon said it will pull the use of its technology from police forces until there is stronger regulation around it.

Government 52

Government Advertising Airlines Sales 52

aircall

SEPTEMBER 18, 2018

It’s a tough time to be reading news headlines if you happen to be a human working in customer service: 85% of Customer Service Interactions to be Handled Without Humans By 2020. 67% of Customers Prefer Self-Service to Speaking With Reps. Nykki Yeager | Head of Customer Success @ Figma.

Customer Service 66

Customer Service Self service Call Center Customer Support 66

Aspect

JANUARY 23, 2020

A few weeks ago , I got a text message from my bank inquiring if I had made a few purchases with my debit card they deemed suspicious. Are you i nterested in learning more about delivering a better experience to your customers ? A customer experience that stands out empowers consumers to engage through their choice of channels.

Banking 62

Banking Interactive Voice Response Contact Center Technology 62

Toister Performance Solutions

APRIL 16, 2020

Advertising disclosure: This blog participates in the Amazon Services LLC Associates Program, an affiliate advertising program designed to provide a means to earn fees by linking to Amazon.com and affiliated sites. Your customers are facing unprecedented hardships. Some customer-focused companies are offering proactive service.

Customer Service 78

Customer Service Wireless Advertising Airlines 78

bold360 Blog

APRIL 28, 2021

2020 was a year for the record books. In fact, one business (and Bold360 customer) experienced a jump in customer satisfaction (CSAT) from 67% to 90%. In fact, one business (and Bold360 customer) experienced a jump in customer satisfaction (CSAT) from 67% to 90%. The Challenge: Service Bottlenecks.

Banking 52

Banking Chatbots Average Handle Time Wait times 52