Inbenta

FEBRUARY 1, 2024

RESOURCES Webinars Horizn Product Digital Demos Enhancing Your Customer Service with Interactive How-To Demos When customers can’t navigate your products or services, it can be frustrating. From how to log in to how to manage their account, customers can either call for support or struggle to figure it out themselves.

Banking 52

Banking Accountability Customer Service Sales 52

ShepHyken

JUNE 9, 2021

In our customer service training workshops , we provide a number of tactics to manage these difficult customer situations. Apologize for it and begin to work on the solution, which should de-escalate the anger. You want your customer to feel like they have the support of the person who’s going to help them solve their problem.

Customer Service 372

Customer Service Management Personalization 372

Solvvy

APRIL 11, 2022

People are more stressed than ever, so it’s no surprise that customer service agents are feeling the heat when interacting with customers frustrated by shipping delays, product supply issues, website questions and…bad days. So how can we de-escalate angry customers? ” REFRAME. Psychological Priming.

Construction 91

Construction Wait times Chatbots Self service 91

Fonolo

MAY 20, 2021

An escalation request also often means that a customer feels dissatisfied with your service, which can feel discouraging. Customer dissatisfaction with a product or service. In call centers, an escalation entails call center agents escalating a customer to a manager, or other support tier, over the phone.

Contact Center 148

Contact Center Call Center Management Customer Service 148

Inbenta

DECEMBER 21, 2023

While many have embraced AI, others are struggling to find a place for automation to effectively lower customer support costs and increase sales. Comments By clicking this button, you submit your information to the webinar organizer, who will use it to communicate with you regarding this event and their other services.

Chatbots 52

Chatbots Enterprise Contact Center Sales 52

ShepHyken

DECEMBER 7, 2023

This week, we feature an article by Niraj Ranjan Rout, Founder and CEO of Hiver , a customer experience platform that helps teams collaborate and communicate across departments. He talks about how amazing customer experience can be sustainable. Customer experience (CX) has become a core operational necessity. In 2021, 57.4

Call Center 149

Call Center Transportation Upselling Education 149

Myra Golden Media

MARCH 3, 2021

Chat support is not supposed to be rote like an ATM transaction. And research shows an apology is a powerful de-escalation tool. This video is from my Customer Service Master Class. The idea is to insert a personal tone so you can build rapport and even delight customers. I HOPE YOUR ITEM IS PROCESSED SOON.” ” Two.

Personalization 177

Personalization Customer Service Customer Experience 177

Inbenta

OCTOBER 30, 2023

While many have embraced AI, others are struggling to find a place for automation to effectively lower customer support costs and increase sales. Comments By clicking this button, you submit your information to the webinar organizer, who will use it to communicate with you regarding this event and their other services.

Chatbots 52

Chatbots Enterprise Contact Center Sales 52

ShepHyken

MAY 17, 2021

Each week I read a number of customer service and customer experience articles from various resources. How to Nurture Your Online Customers And Turn Them Into ‘Brand Evangelists” by Peggy de Lange. (B&T) Here are my top five picks from last week. How to handle customer complaints? 6 tips you must know by Alibaba.com.

Customer Service 200

Customer Service Customer retention Marketing Sales 200

Nicereply

OCTOBER 21, 2021

Support communication has evolved. Susana de Sousa , Senior Manager of Customer Support at Loom , believes that adding video across all support services can improve customer communication. The power of video within support helps to remove the barriers of other communication channels. Google Podcasts.

Scripts 98

Scripts Customer Support Personalization Customer Experience 98

CSM Magazine

MARCH 25, 2024

The Ethos of Customer Service Customer service professionals understand that maintain a positive relationship with customers is essential. The Ethos of Customer Service Customer service professionals understand that maintain a positive relationship with customers is essential. Here we explore this complex issue.

Scripts 52

Scripts Call Center Contact Center Customer Service 52

ShepHyken

SEPTEMBER 23, 2019

Each week I read a number of customer service and customer experience articles from various resources. How To Tell If A Customer Service Agent Will Help You by Christopher Elliott. Forbes) When you’re on the line with someone like Valerie Zhou, there’s no question this customer service agent will help you.

Journey mapping 250

Journey mapping Customer Service B2B Analytics 250

Fonolo

MARCH 9, 2023

CCMC’s Customer Rage Study is a fascinating look at CX, designed to help customer service pros identify pain points and reduce customer complaints in the contact center. 66% of respondents had a serious problem with a product or service over the previous year. Offer omnichannel customer service Everybody loves options.

Contact Center 87

Contact Center Self service Call Center Interactive Voice Response 87

ShepHyken

FEBRUARY 4, 2022

This week we feature an article by Sowmya Juttukonda, content developer & digital media strategist at Knowmax , a knowledge management system to enhance customer service. She shares the advantages of a single source of truth for customer service. What does it mean to have a single source of truth? .

Customer Service 175

Customer Service Government Marketing Enterprise 175

Vcaretec

JUNE 6, 2022

For online retailers, customer service can be a huge differentiator, and a secret weapon for customer advocacy. At Vcare, creating amazing customer service experiences is all we do. Does your greeting match the channel that the customer has initiated his or her customer support experience? Step 1: Attitude.

Best practices 88

Best practices Customer Care Customer advocacy outsourcing 88

CSM Magazine

OCTOBER 6, 2023

Customer service isn’t an easy field to work in. Customer service call centers can be especially stressful for the employees who work there day to day. Encourage Employee Breaks Give customer service representatives time and space to take breaks – especially after a stressful call.

Call Center 59

Call Center Scripts Customer Service 59

Vistio

MARCH 4, 2024

Providing exceptional customer service is undoubtedly one of the most critical aspects of running a successful business. How can you prepare your agents to handle the diverse customer personas they’re bound to encounter and ensure they can deliver top-notch service to each one?

Personalization 52

Personalization Contact Center Technology Customer Service 52

customer sure

NOVEMBER 27, 2023

We’re delighted to announce that CustomerSure has been named as a finalist in the Trusted Quality Provider category at the Institute of Customer Service ‘UK Customer Satisfaction Awards’ for 2024. Their personalised service and flexibility came across in all our conversations with the team.

Healthcare 62

Healthcare Feedback Surveys Marketing 62

ShepHyken

SEPTEMBER 17, 2018

Each week I read a number of customer service and customer experience articles from various resources. Whether you’re a support center or just someone who is in charge of taking customer complaint calls, you know the importance of First Call/Contact Resolution (FCR). b y Inge de Bleecker . 24/7 Wall St.)

Customer Service 207

Customer Service Automotive Metrics Customer Experience 207

CSM Magazine

NOVEMBER 13, 2023

Seamless Customer Support: Building Trust Through Accessibility When issues arise, and they inevitably will, the quality of your customer support can make or break the relationship. Invest in training your support team to be knowledgeable, empathetic, and solution-oriented. Accessibility is key here.

Customer centricity 59

Customer centricity Feedback Customer Support Personalization 59

Hello Customer

MAY 17, 2020

The Hello Customer Management Team: Bram De Vos (Chairman of the Board) - Eline De Wilde (Head of HR) - Gilles Declercq (CRO) - Leslie Cottenjé (CEO) - Tom Bogaert (CFO) - Joeri Pansaerts (CTO). Hello Customer is very much in demand among financial institutions, utilities, services and retail chains.

SaaS 98

SaaS B2B Feedback Enterprise 98

The Northridge Group

JULY 6, 2022

The urgent need to support the healthcare workforce and respond to what has become an exhaustion crisis was addressed in a 2022 Advisory by U.S. The urgent need to support the healthcare workforce and respond to what has become an exhaustion crisis was addressed in a 2022 Advisory by U.S. Contact Centers in Crisis.

contact center associations 119

contact center associations Contact Center Healthcare Call Center 119

NobelBiz

OCTOBER 31, 2023

At its heart, business is a bond between service providers and customers. When the pressure rises, here’s how to elevate your customer support to the next level, solidifying trust and cementing loyalty. Timing is not just a skill; it’s the heartbeat of outstanding customer support.

Customer Support 105

Customer Support Contact center software Call Center Analytics 105

Toister Performance Solutions

NOVEMBER 9, 2023

A customer calls your company for service. The survey is intended to evaluate overall customer service and the individual rep's performance. The anonymous data revealed some surprising conclusions about how customers really feel about the service they receive, and what the best reps do to achieve better outcomes.

Surveys 103

Surveys Metrics Customer Service Customer Experience 103

Nicereply

JANUARY 16, 2023

Every customer service team has to deal with angry customers and haters. If you’re like most people, it probably isn’t that often—unless you work in customer service. Interacting with people is part and parcel of customer service. As a customer service agent, you’re the first line of defense. Find the kernel of truth.

Customer Service 59

Customer Service Feedback Airlines Construction 59

AWS Machine Learning

AUGUST 25, 2022

Enterprise and government customers are migrating their manual translation workloads to take advantage of automated ML translation services. Enterprise and government customers are migrating their manual translation workloads to take advantage of automated ML translation services. Solution overview.

Government 64

Government Accountability Enterprise Technology 64

inSided

AUGUST 2, 2022

In a recent webinar with Commsor VP of Services, Erik Martin and inSided VP of Marketing, Remco de Vries, we discussed some important factors you want to consider when creating your community strategy. Here’s Erik’s biggest takeaways on how to approach content creation, finding advocates, internal support, and KPIs.

Marketing 52

Marketing 52

Help Scout

SEPTEMBER 16, 2021

These days it’s easier than ever to outsource customer support, even for small teams that prioritize customer experience and quality. Just like you have a manager (or managers) for your internal support team, you need a layer of management dedicated to your outsourced agents. Someone needs to manage scheduling and time off.

outsourcing 98

outsourcing Customer Service Business Process Outsourcing Average Handle Time 98

TeleDirect

OCTOBER 1, 2022

What Are Tiers in IT Support? That’s where your company’s IT support center comes in. However, IT service is a massive industry and can be as complex as tech itself. The IT support tier system is broken down into three primary sections: 1, 2 and 3. The Tiers of IT Support. What are the main tiers of IT support?

outsourcing 62

outsourcing Scripts Call Center Engineering 62

Vcaretec

OCTOBER 30, 2020

Customer service is not easy. Additionally, good customer support requires highly trained individuals with a lot of soft skills including empathy and de-escalation. Not all customer support vendors are created equal. Below is a list of qualities that make up a top customer support company.

Customer Service 59

Customer Service Multi-channel support outsourcing Customer Support 59

CSM Magazine

JUNE 29, 2023

Memo Group , the leading Belgian contact centre specialists, today announced their partnership with Sabio Group , a global customer experience (CX) solutions provider, to support the implementation of their Twilio Flex solution. ” The partnership between Memo and Sabio will bring significant benefits to both organisations. .

Consulting 52

Consulting Consulting Analytics Technology 52

Maru Group

NOVEMBER 29, 2021

Kiersten De West has been leading the charge for greater sustainability for over 20 years, first as the founder and Chief Executive Officer of consultancy Conscientious Innovation, then as Lululemon’s Vice President Global Brand Management and Strategy, and now as Chief Marketing Officer of Alpha Foods—a plant-based food producer.

Consulting 52

Consulting Consulting Personalization Marketing 52

NobelBiz

DECEMBER 19, 2023

If you want to learn more about Customer Service De-Escalation , delve into our comprehensive guide! Discover tried-and-tested techniques to navigate challenging conversations in the customer service and contact center arena. All the way from onboarding to support to troubleshooting has been great throughout this journey!”

Call Center 106

Call Center Management Wait times Contact Center 106

CSM Magazine

MAY 12, 2022

In our last article , I outlined technology guides to enable heightened wellbeing across the contact centre and de-stress employees in the face of increasing complexity. I summarised the benefits of Workforce Engagement Management (WEM) solutions and their power to de-stress agents, supervisors and senior managers.

Coaching 59

Coaching Analytics Chatbots Self service 59

Vcaretec

JUNE 2, 2022

Live chat support has grown in popularity over the past few years. Live chat support can function in one of two ways. Live chat support is a fantastic way to show your customers that you are responsive, responsible, and available to service them, but setting up live chat on your site can be demanding of employee time and resources.

outsourcing 52

outsourcing Wait times Best practices Answering services 52

Nicereply

JUNE 21, 2021

Often overlooked support skills can elevate your service offering to a more delightful, high-quality customer experience. Customer Service is a difficult job. On top of that, agents need to handle these scenarios with a smile and polite, helpful service. Writing Under Pressure. This adds to the pressure of communication.

Coaching 124

Coaching Customer advocacy Technical Support Best practices 124

Fonolo

OCTOBER 8, 2020

Despite this shared sentiment, hold time is still a standard practice in customer service. Because the last thing we need in a global emergency is terrible customer support. Sure wish customer service would be helpful pic.twitter.com/6qGomGoLkg. Sure wish customer service would be helpful pic.twitter.com/6qGomGoLkg.

Airlines 141

Airlines Banking Accountability Contact Center 141