ShepHyken

FEBRUARY 2, 2018

This week we feature an article by Misa Chien who shares great lessons we can learn from the Southwest Airlines customer culture. This also reminds us that customer service doesn’t just happen on the front line. But would customer service ever make the highlight reel of such an event? The smiles.

Airlines 213

Airlines Customer Service Surveys Feedback 213

ShepHyken

OCTOBER 19, 2018

This week we feature an article by Lindsay Tjepkema who shares how people are using AI strategies and the impact they are having on the world of CX. – Shep Hyken. For example, algorithms are able to digest complex customer data and provide relevant content to individuals at the right time. Ask the Experts: How AI is Impacting CX? _.

Customer Service 277

Customer Service Automotive Chatbots Airlines 277

ShepHyken

NOVEMBER 23, 2018

This week we feature an article by Pascal van Opzeeland who writes about the quality of customer support and what it takes to provide great customer support. – Shep Hyken. What makes a customer support interaction good or bad? To be good, a customer support interaction needs to be…. Element #1: Fast. Element #3: Clear.

Customer Support 169

Customer Support Customer effort Self service Metrics 169

ShepHyken

JANUARY 12, 2018

This week we feature an article by Mike Schoultz who shares his top 20 list of myths on customer experience not to tell yourself or things you should never say to a customer. The problem is never how to get new ideas into your mind, but how to eliminate the old ideas. Check out our thoughts on customer focus.

Customer Service 238

Customer Service Scripts Customer Experience Personalization 238

ShepHyken

SEPTEMBER 27, 2019

This week we feature an article by Jessica Wise who shares a story to illustrate how you can develop a lifelong relationship with your customers by creating a customer experience they will never forget. This is the story of how one brand shocked and awed my entire family. It was the Thursday before Memorial Day 2019.

Customer Experience 286

Customer Experience Personalization Customer Service Marketing 286

ShepHyken

AUGUST 26, 2016

This week on our Friends on Friday guest blog post my colleague, Doug Sandler, busts some popular customer service myths. Arming employees with knowledge and training is key. MYTH – Great customer service starts with understanding the customer is always right. Shep Hyken.

Customer Service 0

Customer Service Airlines Government Consulting 0

ShepHyken

APRIL 14, 2017

This week on our Friends on Friday guest blog post my colleague, Jaime Scott, writes about how engagement is crucial to delivering an excellent customer service experience. How can you possibly offer a competitive advantage based on superior CX when it looks and responds just like everyone else?

Contact Center 206

Contact Center Employee engagement Technology Metrics 206

ShepHyken

MARCH 23, 2018

This week we feature an article by Denise Graziano who explains how essential clear, consistent, authentic communication is for companies to use when dealing with difficult news. – Shep Hyken. Employee – mission disconnect. Impact: Employees with an emotional connection to their work are more productive.

Airlines 205

Airlines Morale Benchmark Marketing 205

Beyond Philosophy

NOVEMBER 11, 2021

Lately, my Customer Experiences have been lousy. At the beginning of the pandemic, I was more understanding when Customer Experiences weren’t great. The 5 Rules for improving the customer complaint process are: Read between the lines. Empower your people. Embrace customer complaints. Be fast, stupid.

Consulting 384

Consulting Consulting Call Center Metrics 384

ShepHyken

JUNE 24, 2016

This week on our Friends on Friday guest blog post my colleague, Jeremy Watkin shares a story demonstrating the importance of empowerment to great customer service. If you empower employees to come up with creative solutions to problems, you’ll be amazed at the results. Shep Hyken. Then she said, “You know what?

Technical Support 211

Technical Support outsourcing Education Customer Service 211

Calabrio

SEPTEMBER 9, 2020

You can read the full post on the Waterfield blog, and register for an upcoming webinar featuring Calabrio’s Dave Hoekstra on September 15th. Companies that would have never allowed employees to work from home – have now uncovered a well of productivity they didn’t know they had. Are they personally doing okay?

Contact Center 96

Contact Center Technology Personalization Management 96

ShepHyken

NOVEMBER 30, 2018

This week we feature an article by Brian Cantor who gives us a list of ways to achieve success and consistency when communicating with customers on any channel. – Shep Hyken. Making for a jointly admirable and problematic reality, the customer contact community often takes a lofty, wide-eyed approach to strategy and technology.

Abandon rate 239

Abandon rate Journey mapping Average Handle Time Customer centricity 239

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

Steve DiGioia

JUNE 26, 2023

We have studied ways to best serve our customers ad nauseam. We use numerous metrics to gauge customer sentiments. We sit through seminar after seminar to learn the latest tactics to enhance the customer experience and spend thousands of dollars on certification courses signaling to our peers our “expertise”. Of course not.

Customer centricity 195

Customer centricity Coaching Metrics Accountability 195

ShepHyken

MAY 12, 2017

When we think of good customer service, it’s important to remember that it starts with the leadership of a company or organization. Our personalities in great part determine how we influence the people around us. We thought we might do something a little different this week and share a leadership article by Lolly Daskal.

Airlines 200

Airlines Coaching Personalization Management 200

Beyond Philosophy

MARCH 21, 2024

So, it’s not a matter of if but when regarding a customer crisis. Too many organizations do not plan for a customer crisis, and I want to change that. To that end, I have five rules to handle a customer crisis. Many of the principles we use to manage a customer complaint apply in this planning and building of a crisis process.

Telecommunications 195

Telecommunications Engineering Education Management 195

Enghouse Interactive

FEBRUARY 9, 2021

Trends and Realities of Successful Organizations (Blog Series). Contact centers, using AI and UCaaS, drive better customer service perceptions, agent performance and improve overall outcomes . Blog #3 of 4: Customer-facing agents. Back office support. Subject matter experts. Accessible NOW! planned, 46.5%

Self service 66

Self service Contact Center Chatbots Average Handle Time 66

Calabrio

NOVEMBER 25, 2020

In fact, the pace of change is only accelerating affecting nearly every facet of our lives, from how we bank, shop and socialize to how we respond to a pandemic. Contact centers have to adapt and continuously evolve in order to meet customer expectations. Today’s consumers demand service 24/7, 365 days a week.

Contact Center 122

Contact Center Self service Analytics Banking 122

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

Calabrio

SEPTEMBER 9, 2020

You can read the full post on the Waterfield blog, and register for an upcoming webinar featuring Calabrio’s Dave Hoekstra on September 15th. Companies that would have never allowed employees to work from home – have now uncovered a well of productivity they didn’t know they had. Are they personally doing okay?

Analytics 59

Analytics Contact Center Technology Personalization 59

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

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

ShepHyken

MARCH 4, 2022

He shares how organizations can deliver a total customer experience. What is the total customer experience? Customer obsessive, customer-focused, customer-centric, the idea is to take customer service to a higher level. Here are four areas that help to deliver a total customer experience. .

Customer Experience 181

Customer Experience Customer centricity Sales Marketing 181

ShepHyken

JULY 20, 2018

This week we feature an article by Daniel Bakst who writes about how important it is to monitor and respond to comments on social media and review sites about your brand. – Shep Hyken. Beyond social media sites, another important location to monitor the way customers are discussing your brand is on popular review sites.

Feedback 118

Feedback Customer centricity Accountability Customer Experience 118

3CLogic

APRIL 10, 2024

A digital-first approach lies at the core of every contact center’s transformation strategy, yet solely relying on digital channels risks damaging your customer service. In this article, we’ll explore how to streamline service management by adopting an omnichannel engagement workspace.

Management 64

Management Call Logging CRM Call flow 64

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? You’ll get 11 opinions.”

Customer Experience 195

Customer Experience Self service Feedback Management 195

Lumoa

APRIL 28, 2024

Every interaction with your business has the power to build or damage the relationship with your customer – and can directly impact your revenue. 78% of customers have backed out of a purchase due to a poor customer experience (CX). More than 80% of business leaders see customer experience as a growing priority in 2024.

83

83

Steve DiGioia

FEBRUARY 18, 2019

While celebrating my daughter’s 20th birthday at a local steak restaurant – yes, the chicken finger & fries meals are a thing of the past, I was reminded that great service and experience doesn’t happen by accident. There must be a series of steps planned for and actions taken to allow for great service. It’s Anticipatory.

Sales 212

Sales Customer Service Management 212

Steve DiGioia

JULY 10, 2023

Imagine this: you work tirelessly for weeks on end to train a new employee, pouring all your knowledge and expertise into them. Was it worth training these employees or was it money down the drain? Is It Worth Training Employees If They’re Going To Leave Anyway? I’m sure you’ve heard this all before.

Technology 130

Technology Personalization Customer Service Management 130

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. Top three ways to prevent agent burnout Having a customer-focused organization is table stakes. The responses were anonymous.

Contact Center 101

Contact Center Agent burnout Surveys Accountability 101

Steve DiGioia

MAY 17, 2021

Great customer service. That’s what our customers want and that’s what we wish to provide. In today’s post, I compiled my list of the top 10 customer service acronyms to use every day. To that end, employees receive no sales commissions and have no sales quotas. “You were never trying to close a sale.

Customer Service 341

Customer Service Personalization Sales Technical Support 341

VirtualPBX

NOVEMBER 8, 2023

Whether it’s a flooring manufacturer, a financial services firm, or a digital healthcare solutions company, a reliable and feature-rich communication system is vital to streamline operations and boost customer satisfaction. We switched to VirtualPBX because of the price and because of how quickly they could get things set up. .

Healthcare 98

Healthcare APIs Customer centricity Accountability 98

Fonolo

MAY 30, 2023

Put it another way: if customer interactions are at the heart of a contact center’s success, then effective workforce management is the backbone. It enhances agent productivity, helps you deliver exceptional customer experiences and improves the agent experience , too. Improved customer satisfaction and increased agent productivity.

contact center workforce 106

contact center workforce Best practices Contact Center Management 106

Lumoa

OCTOBER 24, 2023

Success in customer experience (CX) can be represented by numbers. A high Net Promoter Score (NPS), a large number of new customers in a month, or fewer unsatisfactory customer service request conclusions, are just some of the metrics we use to measure an effective customer experience.

Customer Experience 83

Customer Experience Healthcare Metrics Customer emotions 83

SharpenCX

JULY 27, 2023

A blog post and message from Sharpen’s New Chief Executive Officer, Charlie Newark-French. Our Logic+ platform allows our customers to build advanced self service solutions. It then gives agents access to their own data on how they are doing – this is an approach to reporting that I have never seen before in this industry.

Self service 67

Self service Contact Center Abandon rate Average Handle Time 67

Global Response

AUGUST 7, 2023

There’s a lot of discussion about employee empowerment today, but call center agents are a unique type of employee with unique roles and needs. Agent empowerment is key for increasing retention and job satisfaction, but it also plays a large role in effective customer service and customer satisfaction.

Call Center 62

Call Center Agent Empowerment Average Handle Time Feedback 62

ShepHyken

DECEMBER 8, 2017

This week we feature an article by Mansi Bhatia who looks at ways organizations can transform contact centers into a customer engagement center. I like the idea of a customer engagement center. – Shep Hyken. Customer service has the power to make or break a company. But how do we make this transition?

Contact Center 112

Contact Center Customer Service Chatbots Virtual Agent 112