ShepHyken

NOVEMBER 23, 2018

Personal tastes vary in how individuals rank these elements in order of importance, but specifying them allows companies to deliberately improve their support setup over time – be it through tools , people, or organization. The speed of service delivery has a massive effect on how customers view your support. Element #1: Fast.

Customer Support 168

Customer Support Customer effort Self service Metrics 168

ShepHyken

NOVEMBER 15, 2019

This week we feature an article by Nogol Tardugno who tells us how to get our contact center interactive voice response (IVR) to deliver the best customer experience. So how can your contact center IVR get there? Any reports of the death of interactive voice response (IVR) as a customer service channel have been greatly exaggerated.

Interactive Voice Response 232

Interactive Voice Response Customer Experience Self service Contact Center 232

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

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.” What is Good Customer Service?

Customer Service 215

Customer Service Call Center Sales Marketing 215

CX Accelerator

NOVEMBER 11, 2022

In this post, we want to delve into what those skills are and how we would prioritize each if we were building a CX team from the ground up. In this post, we want to delve into what those skills are and how we would prioritize each if we were building a CX team from the ground up. Customer experience is multi-disciplinary.

Journey mapping 307

Journey mapping Analytics Customer centricity Government 307

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. These changes in consumer behavior and expectations, combined with new technologies, are starting to completely transform the contact center.

Contact Center 122

Contact Center Self service Analytics Banking 122

ShepHyken

JANUARY 12, 2018

The problem is never how to get new ideas into your mind, but how to eliminate the old ideas. From clients and customers commenting on our blog. Related: How Marriott Courtyard Turned Customer Failure into Service Recovery. Much of how we help people deliver better customer experience and service is with examples.

Customer Service 236

Customer Service Scripts Customer Experience Personalization 236

Beyond Philosophy

DECEMBER 7, 2016

Train them a lot more than you do now. Hiring well and presenting a comprehensive orientation are two critical parts of starting off with a great employee experience. They might train on systems or operational tasks, but there is no additional training beyond the initial new-hire regimen.

Consulting 418

Consulting Consulting Customer centricity Customer emotions 418

Beyond Philosophy

JANUARY 2, 2019

The first was from Nunwood , a UK-based research company with a Customer Experience index, and it showed that improvements in Customer Experience were not happening. The second was from Forrester , and it said the same thing: no increases in Customer Experience improvements. The C-Suite want to see a return. So, what is happening?

Customer Experience 390

Customer Experience Consulting Consulting Education 390

Call Design

JULY 22, 2020

One of the most significant challenges that contact centres face is an incredibly high rate of agent turnover, creating a cyclical problem where the Learning and Development team is continuously training new agents for them only to stay with the company for a couple of months. Improve the Hiring Process.

Gamification 173

Gamification Consulting Consulting Personalization 173

CCNG

MARCH 8, 2023

As a contact center leader, you’re always looking for ways to improve performance and keep your agents happy. You know that preventing these types of scenarios is key to keeping morale high and productivity consistent—but how? You Didn't Hire Apathetic Agents Employee blame is often the first reaction when agent apathy is discovered.

Morale 195

Morale Contact Center CCNG Agent burnout 195

ShepHyken

MARCH 4, 2022

He shares how organizations can deliver a total customer experience. We can learn from the experience, adapt our service levels accordingly, even improve our product from what we learn.? We can learn from the experience, adapt our service levels accordingly, even improve our product from what we learn.? .

Customer Experience 179

Customer Experience Customer centricity Sales Marketing 179

Beyond Philosophy

AUGUST 18, 2022

One way to think of the two personalities is how they get their power. Situational Psychologists agree that we have differences, but those are less significant than how we interact with our environment. Neuroticism: Neuroticism measures how stressed you get and what stresses you. Introverts find being around people exhausting.

Personalization 367

Personalization Consulting Consulting Management 367

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? Employers invest significant time, energy, and resources into training new hires, only to see them leave shortly after.

Technology 130

Technology Personalization Customer Service Management 130

Beyond Philosophy

MARCH 21, 2016

Hiring people is one thing. Getting them engaged about their employee experience after they are hired is something else. The hiring market is shifting to favor the candidate instead of the employer for the first time in almost a decade. Employee engagement is critical to your organization’s hiring efforts.

Employee engagement 282

Employee engagement Airlines Consulting Consulting 282

ShepHyken

APRIL 28, 2023

She shares why customer standards matter and how your organization can meet them. Bell In this article, we’ll discuss the customer service standards customers value the most and how to meet them. They can also be defined as an organization’s service expectations or objectives, or as guidelines for how to deliver customer service.

Customer Service 161

Customer Service Accountability Self service Customer Support 161

Beyond Philosophy

FEBRUARY 10, 2020

However, defining business growth is essential here because it will dictate how you go about gaining it. . We discussed what growth is to organizations and how to approach getting it in today’s marketplace on a recent podcast [TL1]. Focus on Unmet Needs to Improve Business Growth. Therefore, how do we get growth?

Consulting 430

Consulting Consulting Entertainment Telecommunications 430

Nicereply

JUNE 12, 2023

Good customer service training is one of the most important components of your support team’s success. And that means figuring out how to effectively train new customer service team members is mission critical. And while it might sound wonderful, how do you actually train a new agent to do this?

Customer Service 84

Customer Service Best practices Construction Customer centricity 84

ShepHyken

JANUARY 22, 2023

How do you keep your loyal customers? AI improves field service quality and customer experience by Vala Afshar (ZDNET) Research shows that 80% of high performing field service organizations use artificial intelligence. Here are five charts on how to up your loyalty game. Here are my top five picks from last week.

Customer Service 120

Customer Service Contact Center Self service Consulting 120

Beyond Philosophy

MARCH 27, 2017

Last month, a former Uber engineer published a blog post saying discrimination and sexual harassment was largely ignored by Uber management and human resources personnel. And there was the New York City taxi driver protest of the U.S. But with Kalanik still at the helm, I wonder how successful these efforts will be.

Airlines 337

Airlines Consulting Consulting Engineering 337

Comm100

OCTOBER 19, 2022

In this article, we’ll look briefly at what a chatbot is, how it works, and the 10 chatbot features that make it more helpful to your customers. How Do Chatbots Work? This means its algorithms are trained to understand open-ended questions and continue to learn context as it interacts with more users to provide better solutions.

Chatbots 86

Chatbots APIs Analytics Upselling 86

Comm100

MAY 25, 2022

These changes have occurred across industries and have accelerated the adoption of new technologies. In this article, we’ll look at some of the new challenges that have emerged to impact contact centers. For contact centers, this means that outsourcing, IVRs, and seasonal hiring practices will have to change.

Customer Service 52

Customer Service Contact Center Interactive Voice Response outsourcing 52

aircall

OCTOBER 6, 2021

In this article, we’ll look at effective sales onboarding and how it can fundamentally improve the new hire experience for your sales professionals. Effective sales onboarding is the process of getting new hires up to speed with company operations by providing the necessary knowledge, values, and tools.

Sales 117

Sales Scripts Best practices Feedback 117

BlueOcean

OCTOBER 4, 2023

And how do offshore solutions, interpreters, and texting play a role? Data from ICMI also reveals that 76% of call center professionals believe bilingual support improves the customer experience, brand loyalty, and customer satisfaction. Without it, you risk taking a hit to your CSat scores, your brand loyalty, and your bottom line.

Customer Support 124

Customer Support Bilingual agents outsourcing Contact Center 124

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. These changes in consumer behavior and expectations, combined with new technologies, are starting to completely transform the contact center.

Contact Center 52

Contact Center Self service Analytics Banking 52

Call Design

JUNE 29, 2020

Optimising the recruitment and hiring process is a critical component of your contact centre’s performance. When your team is looking for a new hire, make sure that the job description is completely transparent and thorough. While experience is never a bad thing, your team can always train someone to improve their skills.

Management 202

Management Coaching Consulting Consulting 202

OctopusTech

DECEMBER 21, 2023

Organizations are always looking for new and creative methods to improve their operations and remain ahead of the competition in the modern business world. We’ll delve into the key aspects of how outsourcing your call center could transform your company in this blog post.

outsourcing 62

outsourcing Call Center Multichannel call center professionals 62

ProProfs Blog

APRIL 30, 2020

Unemployment figures are at an all-time high and the lockdown has pushed businesses to look for alternatives and tools to avoid bringing their hiring process to an unprecedented halt. Many industries including Healthcare, are on a hiring spree due to the unexpected rise in demands. Tools That Are Keeping Our Hiring Process Afloat.

Surveys 152

Surveys Healthcare Employee engagement Personalization 152

Global Response

JUNE 27, 2023

Once you’ve determined the location, strategy, services and structure that’s right for your call center, you still have one of the toughest parts yet to go—recruiting and hiring. Unfortunately, many call centers fall into the same hiring traps and pitfalls. If you don’t have time to dedicate to this process, outsourcing can help.

Call Center 62

Call Center outsourcing Advertising Coaching 62

Fonolo

SEPTEMBER 14, 2023

In this blog, we’ll discuss how to create goals that will take your call center to the next level. cctr #agentengagement Click To Tweet Individual goals improve agent performance and contribute to success, while team goals promote camaraderie. 100% of new agents will score 75+% in post-training evaluation in [QUARTER].

Contact Center 91

Contact Center Call Center Average Handle Time Construction 91

ProProfs Blog

MAY 1, 2020

Well, customer feedback is exactly what’s going to help your business improve its customer service process efficiently. You need to take into account their expectations, needs, and final feedback for your services to create an excellent customer service training program. Watch & Learn: How to Create an Online Training Course.

Customer Service 128

Customer Service Customer Support Education Feedback 128

aircall

AUGUST 29, 2022

Recently, there’s been a lot of buzz about how to measure productivity. That’s why business leaders must understand what call center productivity is, how to measure it, and how to improve it. So how do you measure call center agent productivity? After all, productivity and profitability are tied together.

Call Center 118

Call Center virtual call center call center software Self service 118

teleopti

DECEMBER 7, 2018

For example; I hired 30 new service and 20 new sales advisors last year (50). You have to hire people and train them all the while absorbing those costs. So, what can Contact Centres do in order to improve employee retention? We know what you are thinking – 50% seems high! Had to fire a Sales advisor?

Gamification 48

Gamification Service level Banking Sales 48

Nicereply

JANUARY 17, 2024

This blog post cuts through the noise and provides a guide to tackling eight of the most common customer complaints head-on. So, let’s get in and explore how you can turn those frowns upside down. Positive recommendations from customers can lead to new business opportunities and organic growth.

Complaint resolution 105

Complaint resolution Scripts Feedback Wait times 105

Fonolo

DECEMBER 6, 2022

You can’t passively improve a call center. . This might look like taking an online course and learning to adapt your leadership style , researching new business models and processes, and honing communication skills with different stakeholders. . But the bigger picture should be call center development for your staff and business.

Contact Center 142

Contact Center Call Center call center software Abandon rate 142

Win the Customer

SEPTEMBER 6, 2023

It’s the bridge that connects consumers to products and services, and how companies handle customer inquiries and issues can make or break their reputation. In this blog post, we’ll explore how AI and chatbots are transforming customer service interactions, making them faster and more efficient.

Customer Service 64

Customer Service Chatbots Personalization Technology 64

Comm100

FEBRUARY 10, 2022

Personalization is the answer – whether you want to improve customer service for your customer acquisition or retain existing customers for your business. By showing your buyers how well you know them, you can always create a special place for your brand. Why does personalized customer service matter?

Personalization 52

Personalization Customer Service Chatbots Self service 52