TechSee

AUGUST 14, 2023

Follow on LinkedIn Agnes So, Head of Customer Support & Engagement at HotDoc Based in Melbourne, Agness is passionate about creating exceptional customer experiences through lean teams, self-service, and training. Their knowledge and impact is constantly reshaping the service industry. Before joining HotDoc, Agnes spent 4 years at Apple.

Customer Service 207

Customer Service Customer centricity Contact Center Consulting 207

Beyond Philosophy

JULY 27, 2023

So, what about AI? Authenticity is an essential part of an experience. However, authenticity is more complicated than you might think at first. We are discussing authenticity here because one of our podcast listeners asked us to discuss it. They are struggling with it in their experience and want advice on authenticity. Now, it seems simple.

Customer centricity 195

Customer centricity Personalization 195

Beyond Philosophy

APRIL 7, 2016

This whole line of thinking started last June with the American Customer Satisfaction Index (ACSI) score. Here are two examples: Maersk Line who have improved their net promoter score by 40 points in 30 months which resulted in a 10% increase in shipping volumes. I appreciate this is a controversial title – but let me explain!

Consulting 284

Consulting Consulting Customer Experience Customer Service 284

Beyond Philosophy

APRIL 4, 2019

Everybody feels like they understand what brands are. However, when we ask the fundamental questions of “What is a brand?” and “What does that mean?”, What’s most important? What does that mean? there’s a surprising amount of variation in opinion. Branding is a critical topic in Customer Experience.

Call Center 327

Call Center Consulting Consulting Benchmark 327

Nicereply

JUNE 20, 2023

The time and effort to interview, onboard, and train are costly. The SaaS model has blurred the lines between marketing, sales, conversion, on-boarding, training, support,and retention. Like many other roles, you have to unpack a lot before you really know what a company means when they say CX. Data is a big one.

Customer Experience 86

Customer Experience SaaS Construction Morale 86

ShepHyken

SEPTEMBER 3, 2018

I have added my comment about each article and would like to hear what you think too. Rupesh Patel has hotels and consults with other hotels (large and small), sharing great ideas to improve the bottom line. Dina’s Blog) Fix the Problem. Here are my top five picks from last week. Save the Customer. Here’s Why.

Customer Service 198

Customer Service Chatbots Consulting Consulting 198

TeamSupport

MARCH 10, 2021

That’s part of the definition of Customer Success as given to us by the Customer Success Association. In Part 1 of this blog series we introduced the new imperative for customer support and customer success—achieving success for your customers… and for your bottom line. One example?

B2B 98

B2B Upselling Coaching Customer Support 98

Beyond Philosophy

JANUARY 19, 2020

Therefore, by definition, you get a different viewpoint after you undertake it for your organization. . If the results are opposite to what they believe, then these individuals attack the methodology. . Confirmation Bias describes how, when we have an opinion about something, we seek out information that confirms what we believe.

Consulting 392

Consulting Consulting Customer Experience Management 392

Callminer

MAY 11, 2020

While following best practices for hiring and training employees who are the right fit for your company is crucial, that doesn’t always mean that problems will never arise. Ongoing training and coaching are equally important to ensure that your employees are equipped with the skills and knowledge they need to do their jobs effectively.

Management 273

Management Customer Experience Customer Service Coaching 273

Beyond Philosophy

AUGUST 5, 2021

It might seem obvious on the surface, but once you dig a little deeper, the lines begin to blur. However, internally, we talk about our “products” related to Customer Experiences, like training and research, so, in that way, we sell a product. . For our part, we will stick with the tangible vs. intangible definition.

B2B 195

B2B Consulting Consulting Benchmark 195

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. The topics ranged from the training they received to whether they had a good friend at work. Is burnout gripping your contact center?

Contact Center 101

Contact Center Agent burnout Surveys Accountability 101

Monet Software

JUNE 10, 2021

An optimal schedule is cost-efficient and good for the bottom line, but it can also be a core part of the employee engagement strategy, if you follow a few simple tips. #1 Someone who communicates well in writing may thrive in online chat, while someone with good voice tone and a nurturing personality may be great on a customer service line.

contact center workforce 122

contact center workforce Average Handle Time Schedule adherence Inbound sales 122

Beyond Philosophy

JUNE 17, 2020

Therefore, by definition, you get a different viewpoint after you undertake it for your organization. If the results are opposite to what they believe, then these individuals attack the methodology. Confirmation Bias describes how, when we have an opinion about something, we seek out information that confirms what we believe.

Consulting 301

Consulting Consulting Customer Experience Management 301

Beyond Philosophy

JULY 16, 2019

However, it could also be the words to use on the packaging, pricing, or the sizes you offer and what you call them. These situations include: Buffet Lines: The food at the front of the buffet, the ones you first encounter with an empty plate tend to be the less expensive items so you will fill your plate with those.

Journey mapping 317

Journey mapping Consulting Consulting Banking 317

Beyond Philosophy

MARCH 19, 2015

with the bottom line statement that “A decline in the percentage of unemployed and underemployed Americans may have some influence on the percentage of engaged workers. with the bottom line statement that “A decline in the percentage of unemployed and underemployed Americans may have some influence on the percentage of engaged workers.

Employee engagement 261

Employee engagement Customer Experience Consulting Consulting 261

Nicereply

NOVEMBER 3, 2022

What does being customer-centric really mean today? Find out here and learn what are the essentials of a healthy customer-centric culture. Though there’s certainly more to customer centricity than just delivering exceptional customer support, it’s definitely a significant contributor to it. times higher revenue growth and 2.2

Customer centricity 64

Customer centricity Feedback Surveys Customer Support 64

Fonolo

NOVEMBER 29, 2023

They don’t like repeating themselves, and they definitely want to know you are listening to them. In this blog post, we’ll take a look at the elements of active listening and give specific examples of how contact center agents can use active listening skills to provide exceptional customer service in the contact center. Let’s go!

Contact Center 87

Contact Center Airlines Self service Healthcare 87

Totango

AUGUST 14, 2020

No one-size-fits-all finish line exists that clients must strive to cross, and there is no Harvard Business School concept of accomplishment you can award your customer before resting on well-earned laurels. In an ongoing pursuit of value, the ideas of “finish lines” and “completion” are replaced by “milestones” and “progress.”

Enterprise 76

Enterprise Feedback Upselling Accountability 76

Jon Arnold

AUGUST 15, 2023

With a bit of searching on my blog, you’ll see all kinds of posts and videos about that, but for this post, I’m just talking about where I was last week. Energy providers have lagged here, and what happened with telcos is happening here now. Lots of opportunity here to uplevel the customer experience.

Technology 52

Technology Contact Center Customer Experience Customer Service 52

Beyond Philosophy

APRIL 7, 2016

This whole line of thinking started last June with the American Customer Satisfaction Index (ACSI) score. Here are two examples: Maersk Line who have improved their net promoter score by 40 points in 30 months which resulted in a 10% increase in shipping volumes. I appreciate this is a controversial title – but let me explain!

Consulting 150

Consulting Consulting Customer Experience Customer Service 150

Beyond Philosophy

JULY 12, 2016

Customer Loyalty on the other hand has two definitions. Adding to the shortcomings of this metric, it also tends to be what is known as a “lagging indicator”, which will often drop faster following a negative experience than it will improve following a positive one. Its foundation of employee satisfaction is built on shifting sand.

Employee engagement 170

Employee engagement Consulting Consulting Metrics 170

TeleDirect

OCTOBER 23, 2023

Discover if a VoIP phone line is right for your business and how our team at TeleDirect uses this technology to enhance customer service. If you’re wondering, “ What is VoIP, and how does it work ?” If you’re wondering, “ What is VoIP, and how does it work ?” What Is a VoIP Phone? Headsets might be required.

voip 62

voip Wireless call center solutions Call Center 62

CX Accelerator

DECEMBER 10, 2019

Despite the fact that I just got turned away from what, at the time, I perceived to be my dream job, lived through the most hellacious week and had the feeling of sheer overwhelm, I was famous for over-stretching myself and simply couldn’t allow myself to cancel a dinner party. And this definitely isn’t happy. By Becky Roemen.

Accountability 182

Accountability Personalization Customer Experience Customer Service 182

CX Accelerator

DECEMBER 10, 2019

Despite the fact that I just got turned away from what, at the time, I perceived to be my dream job, lived through the most hellacious week and had the feeling of sheer overwhelm, I was famous for over-stretching myself and simply couldn’t allow myself to cancel a dinner party. And this definitely isn’t happy. By Becky Roemen.

Accountability 182

Accountability Personalization Customer Experience Customer Service 182

Nicereply

MAY 2, 2019

It is every company’s responsibility to realize the difference that well-trained CS can make to its bottom line: financially, and reputation-wise. What makes a happy customer? Since there aren’t any do-overs in life, the best way to get it right the first time is through customer service training.

Customer Service 85

Customer Service CRM Healthcare Feedback 85

AWS Machine Learning

JANUARY 26, 2024

What are some ways to implement security and privacy controls in the development lifecycle for generative AI LLM applications on AWS? What operational and technical best practices can I integrate into how my organization builds generative AI LLM applications to manage risk and increase confidence in generative AI applications using LLMs?

Best practices 120

Best practices Government Engineering Accountability 120

AWS Machine Learning

OCTOBER 26, 2023

Not only does it put customers’ favorite items at their fingertips, but it also offers them a seamless shopping experience, devoid of long lines or complex transaction processing systems. Our end users start a transaction by scanning the A-POP’s QR code, which triggers the A-POP to unlock and then customers grab what they want and go.

APIs 97

APIs Technology Banking Customer centricity 97

Nicereply

JANUARY 25, 2023

In Ken Blanchard and Randy Conley’s book, Simple Truths of Leadership , they observed that “The most important part of leadership is what happens when you’re not there.” Jerry: The obvious definition is that you are able to provide for your own needs without help from others.

Coaching 52

Coaching Employee engagement Metrics Engineering 52

Nicereply

NOVEMBER 27, 2023

This article aims to be your definitive guide on CSAT—what it is, why it’s indispensable, and how to measure and improve it in your organization. The answer is straightforward: understanding and optimizing customer satisfaction has a direct impact on customer retention , advocacy, and ultimately, your bottom line.

Metrics 59

Metrics Surveys Analytics Feedback 59

aircall

JANUARY 29, 2021

Most people tend to think of training as a “one-and-done” experience. For support agent training, that’s simply not enough training to really become experts in their field. Call center training encompasses many different areas. Call Center Training For Your Support Agents. Here are some of the common ones: .

Best practices 62

Best practices Call Center call center software Morale 62

COPC

JULY 5, 2017

introduces a new blog series called Ask the Experts. s resident expert on recruiting, hiring, training and coaching for call centers and CX operations. s resident expert on recruiting, hiring, training and coaching for call centers and CX operations. What has led to these changes? True empathy is not about apologizing.

Coaching 40

Coaching Scripts Call Center Technical Support 40

Fonolo

JULY 5, 2023

Although it’s almost impossible to completely control what people think about your organization, improving customer opinions of your brand is very possible. What is Customer Perception? Businesses care about customer perception because it directly impacts their bottom line. Customer perception has never mattered more.

Surveys 104

Surveys Brand ambassadors Sales Upselling 104

AWS Machine Learning

JULY 29, 2022

This is the second part of a series that showcases the machine learning (ML) lifecycle with a data mesh design pattern for a large enterprise with multiple lines of business (LOBs) and a Center of Excellence (CoE) for analytics and ML. Build and train ML models using a data mesh architecture on AWS.

Scripts 70

Scripts Analytics Accountability Engineering 70

Nicereply

JANUARY 17, 2024

These kinds of highly iconic logos are the perfect demonstration of what makes branding so powerful. We’ll be exploring the topic of branding at length below, going into deep detail on what it is and why it matters to your business. What is branding in business? First, of course, we’ve got to establish a definition of the topic.

voip 59

voip Best practices Advertising Sales 59

JustCall

AUGUST 8, 2022

In this blog, we list the essential steps involved in migrating from PBX to VoIP. In this blog, we list the essential steps involved in migrating from PBX to VoIP. Definition of VoIP. This is precisely what has made VoIP so popular today. VoIP stands for “Voice Over Internet Protocol”. This will enable HD calls.

voip 52

voip Management Marketing Customer Service 52

JustCall

NOVEMBER 13, 2020

In this blog post, I’m going to show you how to get more SMS subscribers signed up for Black Friday updates from your business. Prior to Black Friday Sale is the best time when customers will be definitely scrolling through your products or items for sale. Black Friday is around the corner. And you make more sales this Black Friday.

Marketing 98

Marketing Sales Surveys 98

CustomerSuccessBox

SEPTEMBER 4, 2019

Despite the crests and troughs, falling back to the basics, sticking to your strengths and taking each day at a time is what would help you excel at what you do. Let’s start with what I do in my day to day life to give you a better understanding of the work. This is a definite game changer! It gives me a sense of triumph.

SaaS 78

SaaS Accountability Best practices Finance 78