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

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

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. Employee Experience is not a fad.

Management 195

Management Personalization Customer Experience Consulting 195

CCNG

MARCH 8, 2023

As soon as an agent starts “just going through the motions” rather than engaging with customers, interaction quality plummets—and so do customer satisfaction scores. As soon as an agent starts “just going through the motions” rather than engaging with customers, interaction quality plummets—and so do customer satisfaction scores.

Morale 195

Morale Contact Center CCNG Agent burnout 195

Beyond Philosophy

MARCH 28, 2024

Listen to the podcast: “Colin, could you tell me the one thing that we need to do to improve our Customer Experience ?” There is no silver bullet solution for improving Customer Experience. It’s understandable why clients want this silver-bullet solution to their experience problems. If only there were one.

CRM 195

CRM Sales Customer Experience Management 195

TechSee

JUNE 16, 2022

Customers expect better and faster pre and post purchase services. Whether they need help setting up a new device or to repair a damaged product, the way in which these interactions are handled are at the heart of customer satisfaction. Eric Esguerra, Vice President, Customer Service & Operations at Miele Canada Ltd.

Customer Service 251

Customer Service Chief Customer Officer Contact Center Consulting 251

ShepHyken

AUGUST 26, 2016

This week on our Friends on Friday guest blog post my colleague, Doug Sandler, busts some popular customer service myths. work to prove or debunk a myth (or myths) through a series of experiments involving trial and error, advanced exploration and communication. I am a big advocate of the policies and procedures myth!

Customer Service 0

Customer Service Airlines Government Consulting 0

ShepHyken

SEPTEMBER 29, 2017

This week we feature an article by Doug Bell who writes about how leaders can optimize their company’s customer experience. It is important to have a plan in place for managing the customer experience and having a customer-focused culture. – Shep Hyken. Who is the customer for your experience?

Employee engagement 135

Employee engagement Feedback Customer Experience Management 135

Beyond Philosophy

MAY 15, 2023

People cut back on what they perceive as the ‘nice to haves’ like training and conferences, and many businesses would include Improvement in their customer experience on this list. How confident are you to deliver an excellent Customer experience (CX) in 2023 as we enter these turbulent times? Which are you?

Customer Experience 195

Customer Experience Self service Feedback Management 195

TechSee

AUGUST 14, 2023

TechSee’s Annual Influencer List For a second year, everyone at TechSee is proud and excited to share our annual list of influential leaders in the space of digital customer service. As the Head of Customer Support and Engagement at HotDoc, she is responsible for leading the customer support and engagement strategy.

Customer Service 207

Customer Service Customer centricity Contact Center Consulting 207

Beyond Philosophy

JUNE 13, 2019

What we know from early research on employee engagement is that if you have happy employees, chances are you’re going to have satisfied customers. My new ebook, Happy Employees Make Happy Customers , explores this concept in great detail. So how do you get happy employees and how does it affect Customer Experience?

Customer Experience 413

Customer Experience Consulting Consulting Employee engagement 413

Beyond Philosophy

DECEMBER 28, 2020

Later I learned that in Asia, standing up and answering a question in front of 100 people during a presentation was, from a cultural perspective, was considered rude. It occurred to me that perhaps some of you have had something similar to your Customer Experiences in a different culture.

Consulting 243

Consulting Consulting Customer centricity Customer Experience 243

Beyond Philosophy

JANUARY 4, 2022

How do you build a long-term relationship with customers? Tina’s key focus is on Customer Experience and development, and she wants her team to change their transactional approach to customer strategy. Some types of industries buy into the customer relationship concept more than others.

Engineering 221

Engineering Consulting Consulting Best practices 221

Beyond Philosophy

JUNE 25, 2021

They are all part of three news stories that, believe it or not, give you insight into improving your Customer Experience. There are many news stories that don’t seem to be about Customer Experience, but, upon second glance, really are. Moreover, you should understand the culture where your customers live.

Customer Experience 383

Customer Experience Airlines Consulting Consulting 383

Beyond Philosophy

JULY 17, 2017

In our customer experience consultancy, we spend a lot of time educating people about the components of a great customer experience. If customers just had a gadget that could do more or electronic kiosks they could play with in the store, or a virtual reality app – well, then the customer experience would be great.

Technology 331

Technology Consulting Consulting Customer emotions 331

Beyond Philosophy

NOVEMBER 30, 2023

One of my clients has done an excellent job in the last couple of years improving their customer experience. They focused their attention on the customer-facing teams at first. However, to create a breakthrough to change the organization’s culture, you can’t stop there. NICE Systems, Inc., and Fred Reichheld.

Finance 195

Finance Customer centricity Accountability Technical Support 195

Beyond Philosophy

JULY 14, 2022

Today we will talk about how to be funny and use humor to your advantage. Many of you know I also have a podcast called “ The Intuitive Customer. ” We had a 5-star review titled “Delightfully Humorous and Informative” that I thought I would share: “The dynamic between the two hosts absolutely makes the podcast.

Coaching 413

Coaching Consulting Consulting Personalization 413

ShepHyken

AUGUST 10, 2020

Each week I read a number of customer service and customer experience articles from various resources. How to Increase Customer Loyalty: 5 Customer Retention Strategies by Christopher Hutchens. My Comment: Let’s start this week with a list of customer retention strategies. This list is good.

Customer Service 232

Customer Service Customer retention Customer centricity Education 232

Comm100

APRIL 2, 2024

Customer satisfaction (CSAT) scores are a vital metric for any business trying to track and improve their customer service and support. The scores provide a snapshot of how satisfied your customers are with your products or services, indicating areas of success and those needing improvement.

Wait times 89

Wait times Feedback CRM Surveys 89

Beyond Philosophy

APRIL 20, 2023

I enjoyed neither the unethical organizational culture nor the job itself. Moreover, I wanted to be a manager and saw no path to that future in the photocopier business. So, I quit that job and moved to an engineering-based company with plans to become a sales manager with a sales team. I have made a couple of good calls, too.

Outbound sales 195

Outbound sales Consulting Consulting Engineering 195

Nicereply

MARCH 14, 2023

Being a support manager is a demanding job that requires constant learning. These 17 books contain critical lessons that every support manager will benefit from. Every customer support manager has a busy life. Notable quote: “ How do we get people to act on our ideas? Priorities are constantly competing.

Management 98

Management Call Center Metrics Entertainment 98

Comm100

MAY 25, 2022

Further social upheavals amongst workers and customer expectations have also occurred. Ultimately, customer service and contact centers have not been immune to these changes. Then we’ll analyze how your organization can respond to these changes and the ways in which technology can benefit your ability to serve customers.

Customer Service 52

Customer Service Contact Center Interactive Voice Response outsourcing 52

Totango

OCTOBER 12, 2022

And of course, customers can easily cancel the very second they become dissatisfied, lose interest, or feel they aren’t getting the value they expected. . Naturally, short-notice or no-penalty cancellations also greatly increase the risk of customer churn. Leading the charge.

Enterprise 110

Enterprise Surveys Sales Customer retention 110

Nicereply

APRIL 12, 2023

A strong customer service team culture is the direct result of trusting, engaged employees. Team culture has become a bit of a buzzphrase over the past few years, but for good reason. People spend a lot of time at work and walking into a nightmare environment with a team you don’t really jive with can take its toll.

Customer Service 98

Customer Service Feedback Healthcare Education 98

Help Scout

APRIL 29, 2021

Your customer service culture is not what your fancy “Customer Guarantee” promises, and it’s not whatever you say it is in your new employee handbook. Your culture is the set of beliefs held by your employees about your company: who and what it is for, what it values, and how they act in response to those beliefs.

Customer Service 139

Customer Service Customer centricity Chief Customer Officer Metrics 139

OctopusTech

DECEMBER 21, 2023

We’ll delve into the key aspects of how outsourcing your call center could transform your company in this blog post. Understanding Outsourced Call Centers Outsourcing Call Center Services involves entrusting specific business functions, such as customer support, to external service providers.

outsourcing 62

outsourcing Call Center Multichannel call center professionals 62

VirtualPBX

JANUARY 23, 2024

Guest Blog If you deal with large volumes of data – like call centers tend to – you may find yourself a target of cyber criminals and your cybersecurity may be at risk. Cybersecurity in a Call Center In order to understand how to train your staff, you need to recognise some of the most common threats: Data breaches.

Call Center 98

Call Center Engineering Education Best practices 98

Nicereply

MARCH 16, 2022

Customer Experience departments are the shapeshifter departments of an organization. Every company seems to understand and define customer experience differently and measure it with unique KPIs. She had a very unique solution to this structure: incorporating Sales into the Customer Experience team.

Sales 111

Sales Customer Experience Upselling Self service 111

aircall

AUGUST 30, 2021

As a manager, you’re responsible for overseeing and leading the work and safety of a group of people. . As a manager, you’re responsible for overseeing and leading the work and safety of a group of people. . For any team to survive and thrive, there needs to be a culture of inclusion, collaboration, and respect.

Feedback 133

Feedback Management CRM Technology 133

Lumoa

MARCH 21, 2023

You read blog posts and research articles if you want to learn more about a specific topic. For example, there are plenty of good customer experience books to read if you want to learn more about customer experience. To help you out, we have listed our top 10 must-read customer experience books.

Customer Experience 94

Customer Experience Chief Customer Officer Customer centricity Management 94

Customer Service Life

APRIL 12, 2023

Image by Gerd Altmann from Pixabay One of my favorite things about writing and speaking about customer experience, customer service, and contact centers is the opportunity to connect with others in the industry and talk about topics that are near and dear to my heart. I hope you’ll have a quick look and listen!

Customer Service 78

Customer Service Contact Center Customer Experience Metrics 78

Lumoa

MAY 5, 2022

Most people understand the importance of creating great customer experiences —nevertheless, many struggle with the complexity of working holistically and long-term with a Customer Experience strategy. Customer Experience (CX) is far more than traditional customer service and marketing.

Customer Experience 110

Customer Experience Consulting Consulting B2C 110

Integrity Solutions

APRIL 16, 2021

Building a customer-centric culture is more challenging than you might initially think. But every organization has the ability to build a strong customer-centric culture- and it doesn’t have to be complex. What Gets in the Way of a Customer-Centric Culture.

Customer centricity 121

Customer centricity Coaching Employee engagement Sales 121

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. A positive work environment is another key aspect of your culture. For example, let’s say teamwork is one of your core values.

Call Center 62

Call Center Morale Employee engagement Customer centricity 62

ClientSuccess

FEBRUARY 22, 2023

Have you ever wondered about the difference between customer success and customer support? While both are important for ensuring customer satisfaction and retention, they have different objectives and approaches. Unlike customer support, which is reactive, customer success is proactive.

First call resolution 70

First call resolution Best practices Upselling Education 70

Global Response

NOVEMBER 6, 2023

In this article, our team—with over 40 years of experience managing call centers in dozens of domestic and international locations—outlines the ethical considerations of working with call center outsourcing companies, and how to ensure your partnership is beneficial for everyone involved.

outsourcing 62

outsourcing Call Center Transportation Metrics 62

Call Experts

OCTOBER 5, 2023

Today, customer support plays a pivotal role in maintaining and growing a loyal customer base, enticing many companies to hire a contact center for their answering services. Ultimately, a well-managed contact center can be the lifeline of your customer service operations. Why are Call Centers Important?

Contact Center 105

Contact Center Call Center outsourcing contact center solutions 105