Callminer

APRIL 21, 2020

To find out what leadership activities today’s call center leaders find most valuable, we reached out to a panel of call center managers and business leaders and asked them to answer this question: “What are your favorite call center leadership activities?”. Meet Our Panel of Call Center Managers & Business Leaders: Adeel Shabir.

Call Center 182

Call Center Management Scripts Coaching 182

Nicereply

MARCH 14, 2023

Every customer support manager has a busy life. But one should stand strong among all the others: to keep on learning. But when you’re fighting product fires , helping customers, and managing a team, you can’t afford to waste time on unhelpful books. Being a support manager is a demanding job that requires constant learning.

Management 98

Management Call Center Metrics Entertainment 98

SharpenCX

AUGUST 19, 2021

The company’s built a best-in-class customer experience that’s ignited growth like rocket fuel. >> Download Now: A toolkit to align company leaders on your digital projects. . >> >> Download Now: A toolkit to align company leaders on your digital projects. They keep team morale high.

Customer Experience 137

Customer Experience Morale Consulting Consulting 137

ClientSuccess

FEBRUARY 8, 2023

There are an overwhelming amount of metrics that you can measure to track customer success. So, to break through the fray and give you a place to start, Client Success has created THE list of the most valuable customer success metrics. If your company is B2B, this could be interpreted as average revenue per logo.

Metrics 75

Metrics Upselling B2B SaaS 75

Callminer

MAY 11, 2020

Ultimately, disgruntled employees can even have a negative impact on the customer experience , as unhappy employees are less likely to go the extra mile to ensure that your customers are satisfied. Meet Our Panel of Customer Service & Customer Experience Managers: Anh Trinh. Jovan Milenkovic.

Management 273

Management Customer Experience Customer Service Coaching 273

Toister Performance Solutions

MARCH 2, 2023

This blog is a participant 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. Keep reading to see a summary or download the complete report here. But becoming customer-focused is a long journey.

Contact Center 101

Contact Center Agent burnout Surveys Accountability 101

Outsource Consultants

OCTOBER 13, 2020

If you read the blog title and thought, “Great! It’s not that simple. . In short, The Philippines, the long-standing leader in offshore outsourcing, is facing some real hurdles to regaining full-service continuity and scale. A quick answer to my question,” I’m sorry.

outsourcing 128

outsourcing Call Center Contact Center Marketing 128

Toister Performance Solutions

OCTOBER 7, 2021

My latest book, The Service Culture Handbook , was taking off and I was receiving more inquiries than ever before. Companies that hired any customer service consultant were struggling to see any gains. I analyzed the successful engagements and saw those clients had a few things in common. The decision wasn't made lightly.

Consulting 71

Consulting Consulting Customer Service Feedback 71

Nicereply

JULY 31, 2023

A customer satisfaction survey – the easiest way to get feedback from your customers. Customer feedback fuels the engine of any business. When you know what customers think about your product and your service, you’re able to plan strategically and make smart bets. Keep it short and sweet 3.

Surveys 98

Surveys Feedback Customer Support Wireless 98

ProProfs Blog

JUNE 30, 2020

It’s not the amount of knowledge you are willing to offer, but the efforts you wish to take to keep your customers satisfied and loyal to your brand. Customers wouldn’t see what you have to offer, but what you are willing to change for them. That’s the true essence of customer service experience.

Customer Service 128

Customer Service Chief Customer Officer Customer centricity Marketing 128

Nicereply

NOVEMBER 23, 2023

Customer satisfaction is at the heart of successful Customer Experience (CX). But staying focused on customer satisfaction can be tough with so many daily tasks and goals. So, how can we keep this critical aspect front and center? The answer is simple: words. Quotes can be powerful reminders.

SaaS 59

SaaS Feedback Brand ambassadors B2B 59

Toister Performance Solutions

FEBRUARY 13, 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. There's some confusion between customer service and experience. Why do we need a customer experience vision?

Customer Experience 91

Customer Experience Finance Advertising Entertainment 91

Toister Performance Solutions

FEBRUARY 27, 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. Baking is an important metaphor for building a service culture. The leader and I talked through the process.

Advertising 90

Advertising Consulting Consulting Feedback 90

aircall

OCTOBER 13, 2022

Certain micro inefficiencies that add up—like admin between sales prospects and customer interactions—can go undetected or unchallenged year after year. According to a recent commissioned Forrester Consulting study, The Total Economic Impact™ of Aircall, a composite Aircall customer recovered $31.7K So far, so simple.

Management 118

Management Sales Consulting Consulting 118

Toister Performance Solutions

APRIL 23, 2020

Advertising disclosure: We are a participant in the Amazon Services LLC Associates Program, an affiliate advertising program designed to provide a means for us to earn fees by linking to Amazon.com and affiliated sites. According to New York Times bestselling author, Shep Hyken, new customers experience uncertainty.

Customer Experience 77

Customer Experience Advertising Customer Service 77

CallSource Insights

NOVEMBER 29, 2022

Your business reputation is what will build trust and loyalty among customers, and it’s also one of the first things that potential customers will take into consideration when deciding whether or not to do business with you. Usually, customers interact with your staff on the phone, in person, or through a chat.

Benchmark 97

Benchmark Automotive Feedback Sales 97

Callminer

AUGUST 1, 2017

To gain some insights into the strategies and tactics call centers can use to boost efficiency and arm you with effective strategies you can put to use, we reached out to a panel of call center experts , managers and leaders and asked them to answer this question: “What is the most effective way for a contact center to increase efficiency?”.

Contact Center 334

Contact Center Call Center Average Handle Time Real estate 334

Global Response

MARCH 16, 2023

In 2023, customer service is more important than ever. Just take a look at any recent research, and you’ll see that customer service is a key differentiator between brands: 54% of customers say customer service is a key factor in making purchasing decisions.

Customer Service 62

Customer Service outsourcing Technical Support Scripts 62

Integrity Solutions

FEBRUARY 12, 2021

Most companies like to say they provide great customer service and deliver it with integrity, but what does that really mean? Does your team understand what your expectations as a leader are? Have you created a customer service strategy that defines those expectations? . smiling and eye contact).

Customer Service 79

Customer Service Morale Accountability Coaching 79

Vonage

APRIL 25, 2019

Social media teams – both marketing and customer service – often sit by themselves in organizations, likely because management doesn’t quite know what to do with them. Integrating with the core business ensures that the social media team is engaged with other business units to share and act upon customer feedback.

Feedback 128

Feedback Customer Care Call Center Customer Service 128

ProProfs Blog

SEPTEMBER 28, 2018

More than 50% of Americans have given up on a planned purchase or transaction because of bad customer service. Goes on to show that businesses shouldn’t take customer service for granted. After all, no one in the competitive market can afford to lose its customers. Make sure you deliver on the promise. Tweet this.

B2B 159

B2B Chatbots Upselling Interactive Voice Response 159

Toister Performance Solutions

OCTOBER 22, 2020

"I need help creating a customer service plan." It's always some opportunity for improvement that triggers the request: Customer complaints are rising. The customer service leader is new to the role. So I'm writing to share the same advice with you that I've shared with all of these leaders.

Customer Service 88

Customer Service Sales Metrics Marketing 88

Nicereply

NOVEMBER 9, 2021

The common mantra that ‘ Customer Experience is not a department, it is an attitude ‘ only succeeds when agents are set up successfully to provide the experience you desire. It’s best to practice them, run mock customer interactions, and constantly share examples of them in use. Remove Assumptions.

Customer Experience 124

Customer Experience SaaS Sales Customer effort 124

Toister Performance Solutions

APRIL 29, 2021

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 and affiliated sites. The Elephants brand promise is "Great local foods from scratch since 1979." Great local foods from scratch since 1979.

Advertising 71

Advertising Marketing Consulting Consulting 71

Nicereply

APRIL 26, 2023

Unlock your support team’s potential and deliver exceptional customer service with these 8 expert tips for ticket management. Replying to your customers in a friendly and helpful way— while solving their problems —is the most direct way to provide that great experience. Keep experimenting! Create a triage role 6.

Management 52

Management Chatbots Customer Support Customer Service 52

Nicereply

NOVEMBER 16, 2023

The skill of openness and support is crucial for team leaders who want to cultivate a similar culture among their employees and customers. Open-ended questions open up discussions, while close-ended questions keep them on track. Unlike a simple ‘yes’ or ‘no’, they encourage individuals to share more.

Feedback 59

Feedback Surveys Benchmark Customer centricity 59

Nicereply

JULY 2, 2020

Communication with customers greatly affects the company’s reputation and customer loyalty. More than half of Americans will abandon their planned purchase if the service was poor. And 33% will consider changing the company if they received the only experience of poor service. Unstable service. Clarification.

Management 98

Management Sales Customer Support Analytics 98

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

Nicereply

JANUARY 25, 2023

In Ken Blanchard and Randy Conley’s book, Simple Truths of Leadership , they observed that “The most important part of leadership is what happens when you’re not there.” Leaders of Support and CX must enable their teams as a prime objective. In this chat, we discuss the benefits of this leadership approach.

Coaching 52

Coaching Employee engagement Metrics Engineering 52

Babelforce

DECEMBER 2, 2021

The sub-disciplines of CX management Become a CX diplomat How to side-step the mistakes of CX management Building better customer experiences. Customer experience (CX) is an art of perception, getting to grips with the thoughts and feelings of customers as they do business with you. The benefits of CX management.

Customer Experience 52

Customer Experience Management Journey mapping Morale 52

GetFeedback

MAY 9, 2019

If you Google customer experience you’ll get about 2,340,000,000 results—articles, videos, reports—with in-depth information about the space. What is customer experience? Customer experience is how your customers perceive their interactions with your company. What is great customer experience? 73% of U.S.

Customer Experience 134

Customer Experience Metrics Journey mapping Feedback 134

Nicereply

JULY 31, 2023

A customer satisfaction survey – the easiest way to get feedback from your customers. Customer feedback fuels the engine of any business. When you know what customers think about your product and your service, you’re able to plan strategically and make smart bets. Keep it short and sweet 3.

Surveys 52

Surveys Feedback Customer effort Customer Support 52

JivoChat

JUNE 29, 2023

In the competitive world of E-commerce, going the extra mile and leaving a lasting impression on customers is paramount. From the minute a customer lands on your website to the post-purchase follow-up, every interaction must be thoughtfully designed to create an emotional connection and foster loyalty. Who are they?

Analytics 88

Analytics Chatbots Feedback Surveys 88

Nicereply

OCTOBER 11, 2022

Common problem Support leaders come up against is that it’s difficult to tie their work to sales or renewals. Craig Reid , Director of Customer Support at Integrate , has started to bridge that gap to help amplify the value of his support team internally at the executive level. I thought this would be really simple.

Sales 52

Sales Customer centricity Education Self service 52

Toister Performance Solutions

DECEMBER 31, 2019

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. Many leaders have shared this challenge with me. Leaders used the values as a guide when giving feedback.

Advertising 71

Advertising Scripts Coaching Accountability 71

360Connext

FEBRUARY 4, 2019

The list might have 5-6 things on it for a sophisticated organization. When asked, ‘how does a prospect or customer interact with your brand?’ customer service calls. Try listing all the touchpoints where your brand interacts with your customer. Customer Service Calls. advertising.

Advertising 95

Advertising Contact Center Customer Experience Customer Service 95

CrazyCall

DECEMBER 19, 2019

When you boil down any business with great reviews, it’ll naturally reduce and separate into three simple categories: marketing, sales, and customer service. These three divisions are the cornerstone of any company with happy customers. Preventing Customer Upset Before it Occurs.

Customer retention 66

Customer retention Sales Marketing Customer Service 66