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

AUGUST 17, 2018

If you’re below the industry average, you need to rethink your current support strategy and maybe see what your competition is doing differently. First Call Resolution: A Testament to Your Support Team’s Product Knowledge. First Response Rate: The Measure of How Soon a Customer Ticket is Resolved.

Benchmark 189

Benchmark Metrics Customer Support First call resolution 189

ShepHyken

JANUARY 3, 2020

Managing staff is far too big a topic for a single blog post. The Shep Hyken blog has some great resources on hiring the right staff and training them to become better problem solvers. What is gamification? Who has made the most resolutions this month? Or whose post-call survey results have been the most positive?

Gamification 194

Gamification Morale Contact center software B2B 194

ShepHyken

SEPTEMBER 21, 2018

Is it no wonder that many resort to the phone to request a resolution? Now I always create a diary event with the details to ensure it prompts me when a company has missed their SLA and I should be following up – usually with a phone call as they have now let me down again! None of which are acceptable approaches!

Customer Experience 256

Customer Experience Big data Technology Chatbots 256

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. What this means if you’re in CS: Get hip, quick. 25% of millennials expect a response within 10 minutes of reaching out to support.

Customer Service 243

Customer Service Self service Customer Support Scripts 243

ShepHyken

NOVEMBER 29, 2019

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? Netflix has a dedicated Twitter account called NetflixHelps to respond to customer complaints. How to leverage technology for a better customer experience.

Technology 325

Technology Customer Experience Complaint resolution Gamification 325

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. Being innovative as you were born each day” is the new anthem of the young generation or the Millennials, what you call them as.

Analytics 315

Analytics B2B Technology Enterprise 315

ShepHyken

AUGUST 26, 2016

This week on our Friends on Friday guest blog post my colleague, Doug Sandler, busts some popular customer service myths. I’m a fan of the Discovery series called MythBusters. What fascinates me is the high relatability factor of the myths they present. I am a big advocate of the policies and procedures myth! Shep Hyken.

Customer Service 0

Customer Service Airlines Government Consulting 0

ShepHyken

MARCH 30, 2018

First of all, depending on the length of your survey (using a smiley or star system or a more complete question/answer survey), you would get different results. At what stage of their journey?) First Response Time. Type: Customer Centric. Unfortunately, a few elements make this approach quite unreliable. Type: Customer Centric.

Customer Experience 213

Customer Experience Average Handle Time Customer Care Customer centricity 213

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

Beyond Philosophy

DECEMBER 22, 2022

Many of you are no doubt considering your New Year’s Resolutions. Unfortunately, like many of you, I have made and broken many New Year’s resolutions. A typical New Year’s resolution is to lose weight. However, I lost 90 pounds last year using this diet called LighterLife®. I had become a grazer.

Consulting 195

Consulting Consulting Management Customer Experience 195

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

Enghouse Interactive

OCTOBER 21, 2020

AI Makes It Possible (Blog Series). Blog #4 of 4 The MORE you know. From an interpersonal relationship perspective, they expect trust, transparency and the authority to do what is best for the customer and the company, in equal measure. Key Learnings from Kate Leggett and Steve Nattress. The more YOU KNOW. .

Self service 76

Self service Contact Center Benchmark Chatbots 76

Beyond Philosophy

OCTOBER 13, 2022

Have you ever used the word “doohickey” or “thingymajig” in a call with a contact center? I didn’t know what the whatchamacallit was, but I knew it wasn’t working. Unfortunately, the expert at the contact center didn’t know what the doodad I described was either, so we were at an impasse.

Customer Experience 221

Customer Experience Contact Center Engineering Scripts 221

Callminer

APRIL 30, 2020

Given the often-hectic nature of call-based customer support, it is not at all uncommon for conflicts to arise with confused or otherwise frustrated customers. Customer service agents looking to amicably resolve issues that spring up with difficult customers need to pull from time-tested conflict-resolution techniques on the fly.

Customer Service 273

Customer Service Scripts Construction Feedback 273

Enghouse Interactive

SEPTEMBER 10, 2020

It’s Not an Option – It’s Expected (Blog Series). Blog #3 of 3: Key Findings from “When, How and Why Customers Self-Help” Webinar . As a result, ContactBabel reached out to the contact center industry to quickly understand what had changed and why. How & Why The Pandemic Has Accelerated Automation and Digital Adoption.

Self service 52

Self service Abandon rate Contact Center First call resolution 52

NobelBiz

FEBRUARY 27, 2024

Call center optimization is a strategic approach that focuses on enhancing the efficiency and effectiveness of call center operations. This article delves into the essential aspects of call center optimization, including the tools and best practices that can drive performance improvements.

Best practices 105

Best practices Call Center Interactive Voice Response First call resolution 105

CCNG

MAY 31, 2023

He said, “I know you are home with the kids, and I don’t want to keep you from them, but I just had to call and tell you what a great job you’re doing. The call took me by surprise. I told them what happened, and he responded, “That must make you feel good, Mommy, because you are happy right now.”

Technical Support 195

Technical Support CCNG First call resolution Customer Service 195

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. Be it as part of a query, on a call, buried in the CRM system, or posted to social media or online groups/forums. Constant Learning Improves AI Recommendations. It’s all in the approach and how the data is analyzed.

First call resolution 52

First call resolution Feedback Enterprise Contact Center 52

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. What Is a Chatbot? Now, that we know what chatbots are and how they work, let’s look at the 10 best chatbot features that make your bot more helpful to customers. #1 Personal Scan.

Chatbots 86

Chatbots APIs Analytics Upselling 86

Hodusoft

DECEMBER 21, 2023

Leveraging Advanced Call Center Software- Enhancing FCR in Banks and Financial Institutions Witness the evolution of the banking and financial landscape as it progresses into a new era of customer service excellence, driven by cutting-edge technology and real-time statistical insights.

call center software 64

call center software Banking Call Center First call resolution 64

ProProfs Blog

OCTOBER 13, 2020

Honestly, your customer won’t wait so long and they don’t just expect a response, they expect first contact resolution. Even if customers successfully connect with your team in less than a minute, what’s the guarantee that they’ll get a solution on their first call? What is First Contact Resolution?

Banking 148

Banking Interactive Voice Response Chatbots Metrics 148

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. This blog post cuts through the noise and provides a guide to tackling eight of the most common customer complaints head-on. They can hire more people to answer calls, especially when busy.

Complaint resolution 105

Complaint resolution Scripts Feedback Wait times 105

BlueOcean

OCTOBER 4, 2023

When one in five of your customers speak something other than English as their first language, providing bilingual customer support is critical. But what mix of live agents versus AI is best for your business? of Canadians speak French as a first language. But what’s the best approach? And what about offshore?

Customer Support 124

Customer Support Bilingual agents outsourcing Contact Center 124

Hodusoft

APRIL 17, 2024

That’s nothing but auto attendant, a technology that revolutionized the way organizations and other professional entities handle massive volumes of incoming calls. What is an Auto Attendant? Pros of Using Auto Attendant Cons of Auto Attendant Auto Attendant Scripts – What to Record? Read on to know more.

Real estate 52

Real estate Scripts Interactive Voice Response First call resolution 52

Call Experts

APRIL 8, 2024

Have you ever wondered what is it like for the call center agent answering my phone when I partner with Call Experts? In this comprehensive blog post, we’ll take you on a journey through the world of call center agents, exploring the key performance metrics and the qualities that define a top-notch call center agent.

Call Center 52

Call Center Average Handle Time Coaching Metrics 52

Hodusoft

JUNE 8, 2022

Top Call Center Metrics and KPIs to Every Business Should Track. Running a call center is stressful as there are hundreds, if not thousands, of calls that you have to manage every day while ensuring to deliver outstanding customer service. But how do you decide what metrics are to measure? . First Call Resolution.

Call Center 98

Call Center Metrics Abandon rate call center software 98

Customer Service Life

OCTOBER 28, 2023

One such thing was requiring my team to end every call by asking customers, “Is there anything else I can help you with.” I rode that high horse for a long time — even marking team members down on their quality evaluations for failing to end calls with that simple question. Can we please end this call now?”

Contact Center 104

Contact Center Average Handle Time Surveys Customer Support 104

aircall

AUGUST 29, 2022

There’s a reason business owners are obsessed with call center productivity. Should it be about the number of calls an agent takes in a day? Or the impact of the resolutions provided to customers? That’s why business leaders must understand what call center productivity is, how to measure it, and how to improve it.

Call Center 118

Call Center virtual call center call center software Self service 118

Call Experts

APRIL 8, 2024

In this blog, we’ll explore the customer journey, some common challenges faced across industries in delivering a seamless experience, and how a customer journey contact center can be advantageous. So, what is a customer journey? However, this journey is far from being without its challenges. Read below to discover why it matters.

Contact Center 52

Contact Center Customer centricity Call Center Feedback 52

Nicereply

JUNE 6, 2022

Let’s talk about a popular survey type known as the Customer Effort Score (CES) and discuss what it is; when to use it; and why it’s so important for your brand. What is the Customer Effort Score (CES)? Customer Effort Score is a metric used to evaluate how easy customers thought it was to get a resolution to their recent contact.

Customer effort 104

Customer effort Benchmark Surveys Consulting 104

Comm100

FEBRUARY 10, 2022

When you sign up on Netflix, the streaming platform first asks about your preferences regarding languages and genres you’d like to consume. What started with Netflix’s sophisticated Machine Learning recommendation algorithms customized to every users’ preferences has now become the buzz in customer service and support.

Personalization 52

Personalization Customer Service Chatbots Self service 52

3CLogic

FEBRUARY 7, 2024

In today’s digital world, your competitors are no more than a click away, drastically increasing the importance of delivering personalized customer experiences (CX) on the first go. The question is — where do you begin? Success starts with an honest assessment of your organization's weaknesses. Sounds like your organization?

Contact Center 59

Contact Center Cloud contact CRM Self service 59

Nicereply

JUNE 6, 2022

Let’s talk about a popular survey type known as the Customer Effort Score (CES) and discuss what it is; when to use it; and why it’s so important for your brand. What is the Customer Effort Score (CES)? Customer Effort Score is a metric used to evaluate how easy customers thought it was to get a resolution to their recent contact.

Customer effort 98

Customer effort Benchmark Surveys Consulting 98

aircall

JULY 18, 2022

Whether you’re handling an intro call or putting the final touches on a sale, resolution time is of the essence. more calls per day on average. more calls per day on average. This is why it’s so important to get to grips with shortening your time to resolution. Not sure what we mean? Easy peasy. .

First call resolution 62

First call resolution Sales Morale Metrics 62

Aspect

MARCH 30, 2020

Let me give you some perspective about both of these categories as well as what I would consider the next key operating category – Leadership Continuity. No – it is all about how one leads and motivates a workforce that is spread out across tens or hundreds of independent sites called “homes.”. So – let’s break it down.

Government 153

Government Contact Center Education Consulting 153

Global Response

DECEMBER 21, 2023

Whether you get tons of help desk requests or just a few, dealing with them often causes a lot of frustration to your customers—which is compounded if they can’t get quick and efficient resolution. In this article, we’ll break down what you need to know about help desk outsourcing and how to make it work for you. Cost-effectiveness.

outsourcing 62

outsourcing Abandon rate Technical Support First call resolution 62