ShepHyken

MARCH 24, 2017

This week on our Friends on Friday guest blog post my colleague, Manuel Grenacher, writes about how using bots can help manage and improve the customer experience. Used properly, I believe bots can be an customer service excellent tool. So, how’s it work? Hello, how can I help you today?”. Shep Hyken.

Customer Experience 230

Customer Experience Airlines Chatbots Personalization 230

ShepHyken

MAY 4, 2018

Smart companies promise a positive customer service experience, and they deliver. – Shep Hyken. The digital marketer may see the website as the key to producing a great customer experience, while the customer service pro may see training and culture as the keys to customer experience. Improved customer service training.

Customer Experience 201

Customer Experience Advertising Engineering Sales 201

ShepHyken

JUNE 15, 2018

Social customer service allows you to take the interactions with your customers to an even higher level. – Shep Hyken. If you’ve not been living in a cave, you’ve probably heard by now numerous projections about how chatbots are destined to take over customer support. But how exactly does one get onboard with this trend?

Chatbots 191

Chatbots Customer Support Healthcare Scripts 191

Beyond Philosophy

DECEMBER 28, 2023

We hosted the Global Customer Service Experience Director of Alvarez & Marsal Alex Mead ( alexmead@sky.com ) recently to talk about it, and I wanted to share what we discussed here with all of you, too. One thing I appreciate about Mead is how his opinions make me think. Mead says in this scenario, the AI does two things.

Airlines 222

Airlines Self service Call Center Personalization 222

Call Experts

DECEMBER 29, 2022

Welcome to a roundup of our top-performing customer service blogs of 2022! Blogging is a powerful way to share ideas, trends, and strategies in your industry. The best blogs are not only informative but also fun to read. Call Experts Top 5 Customer Service Blogs of 2022 . So, how does it all work?

Customer Service 52

Customer Service outsourcing Best practices Morale 52

ShepHyken

AUGUST 3, 2018

This week we feature an article by Eugene Aronsky who talks about good customer service versus bad customer service and how proper training and proper knowledge are key to answering any question that a customer may have. – Shep Hyken. Good customer service is essential for a successful business.”

Customer Service 217

Customer Service Call Center Sales Marketing 217

JivoChat

AUGUST 22, 2023

Learning how to start a travel blog will help you share your passion for visiting different places and getting to know cultures from other countries all around the world. You can also give tips about how to organize a trip, save money traveling, and prepare the luggage for different places and seasons of the year, for instance.

Engineering 75

Engineering Analytics Best practices Customer Support 75

ShepHyken

AUGUST 12, 2016

This week on our Friends on Friday guest blog post my colleague, Adam Toporek, writes about how important improvisation is in frontline customer service. It is also important to hire customer service reps that care, and who already have the personality to succeed in a customer service position. Shep Hyken.

Customer Service 221

Customer Service Scripts Consulting Consulting 221

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

MAY 26, 2017

This week we feature an article by Bikash Mohanty about how important customer experience metrics are to your business. Companies that track and measure their customer service have a competitive advantage. This statement makes as much sense for a sportsperson as it does to a business. Shep Hyken. So, there you have it.

Metrics 230

Metrics Customer effort Customer Experience Surveys 230

Beyond Philosophy

DECEMBER 6, 2019

I wondered how I did that. This answer became my second book, Revolutionize Your Customer Experience , which explores how the culture of a company reflects how customer-centric the organization is. The signs reveal themselves best as answers to questions. Where does the customer get put on your agenda?

Customer centricity 428

Customer centricity Airlines Consulting Consulting 428

Steve DiGioia

FEBRUARY 7, 2022

It seems that no matter how many times you talk to him, he continues to “forget” to do what he’s told or at worst, intentionally refuses to do it. I love this description of company standards from The Hartford Company: “Your standards define how your company acts, which, in turn, builds trust in your brand.

Enterprise 345

Enterprise Management Accountability Customer Service 345

Enghouse Interactive

OCTOBER 13, 2020

AI Makes It Possible (Blog Series). Blog #2 of 4: Seeking th e Root Cause and Affecting the Right Outcome. This works, but only when using the right dataset. AI today does not. Understanding Why Transforms the Customer Experience. Why the Difference?

Scripts 95

Scripts Interactive Voice Response Analytics Contact Center 95

ShepHyken

AUGUST 19, 2016

This week on our Friends on Friday guest blog post my colleague, Jack Plantin, writes about the importance of customer support and options we can offer for around the clock support. If you are a founder of a small software startup, you know how difficult it is to budget in extra money for customer support help. Shep Hyken.

Customer Support 223

Customer Support Banking outsourcing Coaching 223

ShepHyken

MAY 10, 2022

How to Use TikTok for Marketing and Customer Service. Shep Hyken interviews Dennis Yu, CEO BlitzMetrics and author of The Definitive Guide to TikTok Advertising: How to Access 1 Billion People in 10 Minutes! They discuss how businesses can use TikTok to promote their brand and enhance customer experience. New York Times

Advertising 229

Advertising B2B Accountability Marketing 229

Beyond Philosophy

MARCH 23, 2023

You must focus on your employees if you want a great experience that delivers service excellence. I got it from a book I read twenty-five years ago called The Service Profit Chain: How Leading Companies Link Profit and Growth to Loyalty, Satisfaction, and Value by James L. Unfortunately, that isn’t my concept.

Management 195

Management Personalization Customer Experience Consulting 195

BlueOcean

APRIL 24, 2024

This holds especially true in the world of outsourced customer service, where your vendor is literally representing your brand and your values. Here are just a few questions to get started. Does your organization have formal environmental policies and practices? What are the measures of success for your DE&I initiatives?

Contact Center 71

Contact Center outsourcing Government Customer Care 71

Beyond Philosophy

JULY 27, 2023

Nevertheless, people answered him in earnest. Then again, if it felt authentic to the attendees, does it matter if it was? The answer to that last question is, it depends. As we know, ChatGPT can write compelling works that are reasonably accurate. Instead, they ask us how to be a genuine version of something else.

Customer centricity 195

Customer centricity Personalization 195

Beyond Philosophy

AUGUST 30, 2019

It seems a very simple question and yet in reality, the answer is very strategic and critical to moving your CX to the next level. What is surprising is most organizations do not know the answer to this question! What is surprising is most organizations do not know the answer to this question!

Customer Experience 352

Customer Experience Finance Consulting Consulting 352

CX Accelerator

APRIL 1, 2022

After service had been restored, I got a call from a customer. It just so happened to be from a customer to whom I had issued a service credit just a day earlier in hopes of restoring his confidence in our company. I depend on your service to run my business so I need it to work. I don’t want your money.

Government 266

Government Contact Center Personalization Customer Service 266

Comm100

SEPTEMBER 19, 2022

Integrating chatbots powered by AI into your business is a fantastic way to keep one step ahead of your competitors and provide superior customer service. The primary reason for implementing chatbots into customer service is to improve communication with customers and help them get answers to their queries in real-time.

Chatbots 61

Chatbots Abandon rate CRM Education 61

Lumoa

APRIL 28, 2024

If you’re reading this blog post, you are probably one of them. But how can you support your customers on all the different channels they reach out on and offer a personalized yet unified response? The pressure is rising for businesses to step up their CX game. That’s where customer experience platforms come in.

Feedback 83

Feedback Consulting Consulting Enterprise 83

Comm100

DECEMBER 8, 2020

And with so much work, it’s no wonder that the need for simpler solutions has become essential to a business’s success. They save you time and money on customer services, while also improving your customer satisfaction levels. A chatbot is an efficient way to streamline your business’ customer service interactions. Comm100 Free.

Chatbots 53

Chatbots Scripts Sales Personalization 53

AWS Machine Learning

AUGUST 30, 2023

QnABot allows you to quickly deploy self-service conversational AI into your contact center, websites, and social media channels, reducing costs, shortening hold times, and improving customer experience and brand sentiment. Generated answers can be modified to create the best experience for the intended channel.

Self service 106

Self service APIs Transportation Contact Center 106

ProProfs Blog

JANUARY 18, 2022

Sending out such surveys about market needs and preferences enables companies to understand how their target market feels and behaves. In this blog, we have gathered a list of 90+ market research questions that you can use for conducting in-depth market research surveys. But how does it actually help? Education level.

Marketing 145

Marketing Surveys Feedback Education 145

CSM Magazine

JANUARY 24, 2024

No matter what business you have, you’re going to need some form of customer service. There will be someone who can’t work out how to add money to their account, or someone who has forgotten what the different poker hands are. Why customer service is necessary 1.

Customer Service 59

Customer Service Accountability Feedback Customer Support 59

Comm100

MAY 23, 2023

Wherever you look, automation is popping up across customer service teams as organizations look to improve efficiency, reduce support costs, and scale their business. While we read about the many benefits of automation in customer service, it can be difficult to know how exactly to introduce this into your own organization.

Customer Service 71

Customer Service Chatbots Technology Customer Support 71

Fonolo

JULY 5, 2023

In the age of social media backlash and call-out culture, how your customers feel about your brand is key to your success. Salesforce reports that a staggering 84% of customers say the experience a company provides is at least as important as its products or services. How customers perceive your brand is essential to your success.

Surveys 104

Surveys Brand ambassadors Sales Upselling 104

Nicereply

JULY 25, 2022

Are you considering a career as a customer service representative? Almost 50% of American employees are considering a change of job and remote work is getting more attractive than ever before. Moreover, a career in customer service can be very rewarding if you are looking for a meaningful job and you love to help other people.

Customer Service 98

Customer Service Best practices Feedback Customer Support 98

Nicereply

NOVEMBER 16, 2023

They are not just about getting answers, but about understanding perspectives, making them a valuable tool in the workplace, schools, and beyond. ”, “How?”, It’s not about getting quick answers, but about making the respondent think more deeply about their answers. What is an open-ended question?

Feedback 59

Feedback Surveys Benchmark Customer centricity 59

TeleDirect

DECEMBER 14, 2023

Do you know how many leads you are losing and how much every lost lead is costing your company? You can quickly calculate this figure by knowing the number of leads you receive in a given time and how many leads are converted into clients. As your company grows, this question should be first and foremost in your mind.

Business Process Outsourcing 62

Business Process Outsourcing outsourcing B2C B2B 62

ProProfs Blog

FEBRUARY 21, 2020

Every company deploys the best customer support team, but what really matters is how they deal with customer issues. . So what happens if your customer support team can’t handle the number of customer calls or they don’t know how to deal with the questions? So, how does this work?

Customer Support 142

Customer Support Management Marketing 142

Lumoa

AUGUST 18, 2022

“How likely would you recommend (insert business name) to someone?” Many businesses nowadays apply a voice-of-customer program in their operations and treat them with importance because it shows that they value what people say about a product or service. Here are three reasons why, and how you can prevent it.

Surveys 83

Surveys Journey mapping Feedback Customer centricity 83

Blueship Call Center

AUGUST 1, 2023

Good customer service is essential for company owners. Outsourcing your phone answering services is one approach to make sure that your clients and customers are happy with the level of service they are getting. How Do Outsourced Answering Services Work? What Makes an Answering Service Needful?

Answering services 70

Answering services outsourcing Call Center Wait times 70

TeleDirect

OCTOBER 23, 2023

Discover if a VoIP phone line is right for your business and how our team at TeleDirect uses this technology to enhance customer service. If you’re wondering, “ What is VoIP, and how does it work ?” These phones work anywhere, whether in a boardroom, at an off-site meeting or from home.

voip 62

voip Wireless call center solutions Call Center 62

Fonolo

MAY 30, 2023

This blog will dive into best practices, discuss the features you should look for when sourcing tools, and help you discover the transformative power of innovative WFM software. How Can WFM Help my Contact Center? DID YOU KNOW: Call-backs work as an insurance policy when call volumes are peaking. The results?

contact center workforce 106

contact center workforce Best practices Contact Center Management 106

Fonolo

AUGUST 15, 2023

Occupancy rate is basically a measure of how “busy” call center agents are when they are at work. You might think a simpler measurement like “call per hour” would answer this same question. It’s the most common measure of how much of their time your call center agents spend dealing with customers.

Call Center 67

Call Center Schedule adherence Contact Center Agent burnout 67