ShepHyken

SEPTEMBER 20, 2019

With more B2B companies choosing support software technology as their “hub” for all customer communication, it’s important to determine what departments need access and why. Because of this ongoing dialogue, it’s important they know what issues a customer is having so they can be prepared for their next “check-in” call.

B2B 266

B2B Customer Support CRM B2C 266

ShepHyken

NOVEMBER 30, 2018

Given the importance of competing on the customer experience, the idealistic approach is an encouraging sign. Today’s thought leaders and customer contact professionals clearly understand the importance of delivering exceptional experiences. The best policies and procedures do not compel agents to say no to certain customers.

Abandon rate 236

Abandon rate Journey mapping Average Handle Time Customer centricity 236

ShepHyken

FEBRUARY 8, 2019

This week we feature an article by Christa Heibel who writes about how important employee feedback is to a successful customer service experience and high CSAT ratings. – Shep Hyken. In my past experience as both a consultant and owner/operator of a BPO, I understand that CSAT surveys tend to get all the attention.

Feedback 235

Feedback Customer Experience Abandon rate Surveys 235

ShepHyken

OCTOBER 25, 2019

This week we feature an article by Matthew Smollen who says e nsuring your clients have an amazing call center experience when interacting with your brand is one of the best ways to encourage repeat and referral business. This is multiplied in a contact center as often the customer experience is the main focus. What do we do with them?

Call Center 192

Call Center Scripts Contact Center Advertising 192

ShepHyken

NOVEMBER 29, 2019

This week we feature an article by Rahul Varshneya whos writes about how technology innovations are continuously improving the customer experience. People will forget what you said, people will forget what you did, but people will never forget how you made them feel. So, what part does technology play in this?

Technology 325

Technology Customer Experience Complaint resolution Gamification 325

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. But what about ways a cloud IVR could achieve the cliché and “delight” your customers — or, dare we say, even surprise them? Get Straight to the Point.

Interactive Voice Response 232

Interactive Voice Response Customer Experience Self service Contact Center 232

ShepHyken

MARCH 29, 2019

Customer experience comes first. Give buyers what they want, at the right price and time — and you’ll make them buy more and stay loyal to you. As PWC recent study reveals , the price is what makes consumers shop at a particular retailer; the desired item being in stock, trust to the brand and a good location come next.

Customer Experience 259

Customer Experience Accountability CRM Enterprise 259

ShepHyken

DECEMBER 28, 2018

This week we feature an article by Pradeep Rathinam who writes about how we must understand what the large population of millennials expect when it comes to customer service. – Shep Hyken. They trust each other more than a faceless support agent or company “agenda.”. What this means if you’re in CS: Get hip, quick.

Customer Service 243

Customer Service Self service Customer Support Scripts 243

ShepHyken

JANUARY 5, 2018

This week we feature an article by Ford Blakely about text messaging which can provide that instant, convenient and low-friction customer experience that delivers delight. Of course, getting new customers is just as important, but it’s useless if your customer service experience is suboptimal. – Shep Hyken.

Customer Service 201

Customer Service Multi-channel support Customer Experience Personalization 201

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. What this serves to demonstrate is that ultimately organizations will depend more on human creativity, not less.

Contact Center 206

Contact Center Employee engagement Technology Metrics 206

Enghouse Interactive

OCTOBER 13, 2020

AI Makes It Possible (Blog Series). Understanding Why Transforms the Customer Experience. Blog #2 of 4: Seeking th e Root Cause and Affecting the Right Outcome. To address that, there are limitations to be overcome and diverse approaches to be considered.

Scripts 95

Scripts Interactive Voice Response Analytics Contact Center 95

ShepHyken

NOVEMBER 10, 2017

Using live website agents, businesses can ensure prospective buyers don’t leave without answers to queries about the business and its services. Using live website agents, businesses can ensure prospective buyers don’t leave without answers to queries about the business and its services.

Transportation 185

Transportation Analytics Banking Metrics 185

ShepHyken

JUNE 1, 2018

But this is what you need to improve your existing products or services further. So, what’s your next move? Try inspecting all features or services that are responsible for hampering their user experience. Most won’t pick their phones to call your support agents and know the product in detail. This may sound harsh.

Customer Support 253

Customer Support Sales Marketing B2B 253

ShepHyken

JULY 21, 2017

This week we feature an article by Jason Grills about how to use live chat agents properly in order to delight your customers. This means that you should know how to hire live chat agents who are going to delight your customers. Therefore, let’s take a look at things you should pay attention to when hiring live chat agents.

Customer Support 229

Customer Support Chatbots Personalization Education 229

Fonolo

JANUARY 14, 2020

Which customer service blog posts helped to shape the last decade for you? . There are more customer experience management blogs and articles than ever before — not to mention the growing libraries of video and interactive content. Here, we cover the 20 best customer service blogs and influencers to follow in 2020.

Customer Service 136

Customer Service Chief Customer Officer Contact Center Call Center 136

ShepHyken

APRIL 26, 2019

This week we feature an article by Chanice Henry who writes about the importance of listening and understanding your customers in order to give them the experience they want. An eye-opening chat with Justin Reilly, Former Head of Customer Experience Innovation at Verizon revealed the true power of listening to customers.

Technology 214

Technology Marketing Metrics Surveys 214

ShepHyken

NOVEMBER 4, 2016

This week on our Friends on Friday guest blog post my colleague, Shaista Haque, writes about the millennial generation’s use of technology and how it is affecting their customer experience. The millennial consumer must be understood in order to deliver an Amazing customer service experience. – Shep Hyken .

Analytics 315

Analytics B2B Technology Enterprise 315

ShepHyken

APRIL 28, 2017

This week on our Friends on Friday guest blog post my colleague, Murph Krajewski, writes about the importance of a single customer view when it comes to serving your customers. What we’re talking about here is a single customer view. These discrete experiences become the building-blocks of customer loyalty.

Customer Service 226

Customer Service Contact Center Technology Big data 226

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. AI – Finds What’s Been Overlooked. Agent Analytics (28.4% Accessible NOW!

Self service 66

Self service Contact Center Chatbots Average Handle Time 66

ShepHyken

APRIL 13, 2018

For example, is the goal to improve your customers’ experience, and if so, which facet? And finally, once the data is gathered, who’s going to have access to it, and what will they be encouraged to do with it? It’s important to achieve clarity on your organizational goals from the information gathered.

Feedback 206

Feedback Contact Center Journey mapping Surveys 206

ShepHyken

JUNE 17, 2016

This week on our Friends on Friday guest blog post my colleague, Ian Landsman writes about the importance of training and preparing customer service representatives to interact with customers. Incorporate Shadowing & Real-World Experience. Then role-play to practice what has been taught. Shep Hyken. Keep Training.

Customer Service 209

Customer Service Education Customer Support Management 209

Enghouse Interactive

JANUARY 27, 2021

Trends and Realities of Successful Organizations (Blog Series). Video outperforms all other communications methods when agents and customers need to quickly resolve an issue. This blog will provide some insight into the benefits that can be extracted from video along with how. Blog #2 of 4: It’s NOT just another channel.

Contact Center 92

Contact Center Technology Customer centricity Analytics 92

Enghouse Interactive

SEPTEMBER 1, 2020

It’s Not an Option – It’s Expected (Blog Series). In our first blog, we explored how customer expectations are rapidly changing and what organizations should consider as part of their Self-Service strategy. Blog #2 of 3: Self-Service puts the Customer Experience in their Hands. Digital literacy is the new normal.

Self service 79

Self service Contact Center Chatbots First call resolution 79

ShepHyken

AUGUST 3, 2018

What is Good Customer Service? What is Bad Customer Service? 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.

Customer Service 215

Customer Service Call Center Sales Marketing 215

Enghouse Interactive

OCTOBER 21, 2020

AI Makes It Possible (Blog Series). Blog #4 of 4 The MORE you know. How AI-Enabled Super-Agents Improve CX. As we saw in yesterday’s webinar, both enhancing the Customer Experience (CX) and understanding the Voice of the Customer (VoC) are inextricably linked… for the better. The more YOU KNOW. .

Self service 76

Self service Contact Center Benchmark Chatbots 76

ShepHyken

DECEMBER 6, 2019

This week we feature an article by Valeriya Yordanova who writes about how customer support agents can deliver the fast and personal customer support that today’s customers demand. They don’t want to be put on hold, transferred to another support agent or requested to explain their issue over and over again. Here is how.

Customer Support 177

Customer Support Personalization SaaS Analytics 177

CCNG

FEBRUARY 21, 2024

In this blog, we will explore how GenAI can revolution service and support for your organization. We have an entire article dedicated to what makes LLMs special, but what’s important in the context of customer support is the interface. Of course, the LLM has far more functionality than a typical support agent.

Technology 195

Technology Customer Service Virtual Agent Self service 195

ShepHyken

MAY 26, 2017

This week we feature an article by Bikash Mohanty about how important customer experience metrics are to your business. So, what are the most-necessary Customer Experience metrics your Business should keep tabs on? The live agent made it easy to understand my query and solve it. Shep Hyken. Net Promoter Score (NPS).

Metrics 227

Metrics Customer effort Customer Experience Surveys 227

NobelBiz

MARCH 24, 2022

When dialing a queuing phone system, customers often receive a welcome message and an IVR menu before being sent to a queue, where they hear hold music and position announcements until an agent becomes available. ACDs queue calls until those agents are available. Some call queues additionally support dynamic agent connections.

Interactive Voice Response 52

Interactive Voice Response call center software Contact Center Call Center 52

Call Experts

FEBRUARY 18, 2021

But, do you ever wonder: what is customer service? To answer “what is customer service” in simpler words, it is fulfilling your customers’ needs and desires. To answer “what is customer service” in simpler words, it is fulfilling your customers’ needs and desires. Check out this blog. .

Contact Center 52

Contact Center Interactive Voice Response Best practices Call Center 52

Call Experts

DECEMBER 29, 2021

At Call Experts, we are dedicated to providing supportive content every week through our contact center blogs. Because contact center blogs can be an essential tool for understanding services from a company and what it might be like as their customer. . What is a call-out line? To keep reading, click here ! .

Contact Center 52

Contact Center Morale Government Healthcare 52

Enghouse Interactive

OCTOBER 19, 2020

AI Makes It Possible (Blog Series). Blog #3 of 4 With context, AI seeks to improve more quickly than ever. Recording – both voice and digital communications should be captured in real-time for agent support. Recording – both voice and digital communications should be captured in real-time for agent support.

First call resolution 52

First call resolution Feedback Enterprise Contact Center 52

Enghouse Interactive

JANUARY 13, 2021

Blog Series #1 of 4: New decade! Anything that dramatically or fundamentally changes how agents and staff do things, has been proven to lead to failure, more often than not *. Video enablement: either use internally to manage remote agents, or externally for communications with customers. Boost agent productivity (32.3%

Contact Center 60

Contact Center Scripts Cloud contact Technology 60

CX Accelerator

MAY 25, 2022

A customer experience team had to plan it out and set this all up on the back end. So, I took to Twitter to see what ideas others in the CX space have. I don’t take credit for any of these ideas and you can see the full thread of replies and who contributed what , here. experience@ (Contributed by: , @kaosfusion ).

Customer Support 316

Customer Support Wait times Self service Best practices 316

Enghouse Interactive

AUGUST 26, 2020

It’s Not an Option – It’s Expected (Blog Series). Blog #1 Into the Vortex “Cross Channel is the New Omni-Channel”. They succeed by developing better experiences at every organizational touchpoint they can: for their customers, partners, suppliers, and vendors. That includes what information you provide to your customers.

Self service 58

Self service Contact Center CRM Customer Support 58

Eptica

JANUARY 9, 2019

Date: Wednesday, January 9, 2019 Author: Anne-Claire Bellec - Marketing Director Reviewing 2018 – our top 10 blog posts from the year. Author: Anne-Claire Bellec - Marketing Director As we come back to work after the holiday season and settle into 2019, it’s a good time to review last year and what we’ve learned.

Average Handle Time 89

Average Handle Time Best practices Surveys Chatbots 89

Comm100

MAY 25, 2022

Redefining the Customer Agent Experience. Looking towards the Great Resignation and the pandemic, many workers have begun rethinking what their expectations at a job are. Building a Better Experience with Contact Center Automation. Instead, agents can focus on building value for the brand.

Customer Service 52

Customer Service Contact Center Interactive Voice Response outsourcing 52