ShepHyken

FEBRUARY 11, 2020

Unconscious Bias in Customer Service. When employees act on incorrect assumptions, it can potentially offend customers. In today’s digital world, anything and everything can be filmed, put on the internet and go viral. View it as another way to provide excellent customer service. Shep Hyken interviews Bernadette Smith.

Customer Service 291

Customer Service Customer Experience 291

ShepHyken

SEPTEMBER 29, 2023

Achieving success in business goes beyond offering quality products and services. Harvard Business Review (HBR) shows there is a link between employee engagement and customer satisfaction. When employees are engaged and motivated, they are more likely to deliver exceptional customer service.

Employee engagement 338

Employee engagement Morale Customer Experience Feedback 338

ShepHyken

FEBRUARY 8, 2022

Shep Hyken interviews Steve Peltzman head of FeedbackNow , Forrester ’s AI-powered physical & digital solution.?They Companies have made things easier for their customers, who expect this same level of service to continue, even after the pandemic. Shep Hyken is a customer service and experience expert,? New York Times ?bestselling

Healthcare 212

Healthcare Feedback Surveys Customer Experience 212

VirtualPBX

FEBRUARY 23, 2024

One such recent development is the Federal Communications Commission (FCC) sunset on POTS (Plain Old Telephone Service) lines. In this blog, we delve into the implications of the FCC POTS line sunset, explore why businesses must act swiftly, and provide actionable insights for a seamless transition.

Telecommunications 98

Telecommunications Government Technology Consulting 98

Beyond Philosophy

JANUARY 8, 2021

After a few weeks, Lorraine agreed that we should cancel service and get milk at the store like everyone else. I recommend you determine the value drivers for both your physical and digital experiences, both pre-and post-pandemic. Let me be clear: I believe there are many things that an organization can do to digitize for efficiency.

Customer Experience 448

Customer Experience Consulting Consulting Personalization 448

ShepHyken

MAY 10, 2021

Each week I read a number of customer service and customer experience articles from various resources. Number four is to “Act Fast.” Customers are enjoying self-service options, so give them what they want. It is, and here is a list of the different ways that they can be used to enhance customer service and support.

Customer Service 380

Customer Service Customer Support Surveys Self service 380

SharpenCX

AUGUST 25, 2021

CCaaS stands for Contact Center as a Service. And as your needs change, your CCaaS vendor acts as the ultimate support system. . That’s where the “service” part comes into the equation. Download your digital transformation toolkit today to align leaders on digital projects for a better customer experience and tangible ROI.

Customer Service 128

Customer Service Technical Support Contact Center Coaching 128

ShepHyken

OCTOBER 9, 2023

Each week, I read many customer service and customer experience articles from various resources. My Comment: As we head deeper into a digital world where customers interact with companies via AI, how can we create a relationship that establishes trust? Here are my top five picks from last week.

Customer Service 155

Customer Service Airlines Customer Experience Technology 155

CSM Magazine

APRIL 25, 2024

With the advent of digital technology and social media, customer expectations are higher than ever. Tailored products and services, based on these insights, can significantly enhance customer satisfaction and loyalty. The challenge lies not only in offering unique products or services but also in crafting a distinct brand identity.

Customer centricity 52

Customer centricity Journey mapping Feedback Entertainment 52

ShepHyken

JULY 18, 2018

The interpretation of this is that giving is an act of kindness. So, is the act of giving truly an act of kindness, even if you know you’ll receive something back, and even if you don’t know exactly what it is? Or it can be something digital like an eBook, special report, or a video. He proved this with research.

Advertising 217

Advertising Customer Service Marketing Customer Experience 217

ShepHyken

MAY 27, 2022

This week, we feature an article by Sowmya Juttukonda, content developer & digital media specialist at Knowmax , a knowledge management system to enhance customer service. Besides, customer support employees cannot afford to act their frustration out on their work, for it can cost heavily to the company. Benefits .

Customer Support 313

Customer Support Employee engagement Call Center Scripts 313

VirtualPBX

FEBRUARY 23, 2024

One such recent development is the Federal Communications Commission (FCC) sunset on POTS (Plain Old Telephone Service) lines. In this blog, we delve into the implications of the FCC POTS line sunset, explore why businesses must act swiftly, and provide actionable insights for a seamless transition.

Telecommunications 52

Telecommunications Government Technology Consulting 52

OctopusTech

MARCH 19, 2024

Having a strong online presence is essential for businesses to stay ahead of competitors in today’s digital world. It acts as a very powerful tool to exhibit the products, form confidence, and obtain sales, which are mandatory tools for flourishing businesses.

Consulting 62

Consulting Consulting Engineering Best practices 62

Hero Digital

NOVEMBER 18, 2020

Unlike retail, tech, or even financial services, things move slowly in a complex, high-stakes industry whose only product is our health and wellbeing. The pandemic broke down longstanding barriers and accelerated digital health at a pace few could have imagined. Digital Transformation Roadmap. Evolve toward a health ecosystem.

Customer Experience 98

Customer Experience Healthcare Management 98

Hero Digital

AUGUST 5, 2020

In conjunction with the jump to digital banking, many customers are also exploring an almost dizzying array of interpersonal payment apps, numerous mobile financial platforms, and various digital currencies. Since Hero Digital’s inception, we’ve guided banks with their digital transformation journeys.

Banking 111

Banking 111

Inbenta

NOVEMBER 9, 2021

Digital transformation has affected almost every industry, as organizations try to gain a competitive advantage and cater to changing customer demands. Digital Banking Moves Forward. AI and Automation Are Powering Digital Banking. Guiding Bank Consumers Towards Digital Self-Service.

Banking 95

Banking Chatbots Customer Care Self service 95

Cincom

APRIL 12, 2021

How do Lean Principles Relate to Digital Technology? Lean principles are normally associated with manufacturing and services. But how can it possibly be related to digital, digital being technology-based ? Since then, many businesses have jumped on the digital-sales bandwagon. Let’s take it one step further.

Sales 99

Sales Technology B2C Customer Experience 99

CSM Magazine

APRIL 4, 2024

The combination of hospitality, amusement, and betting experiences that characterize client service in casinos is top tier. Client relations history in casinos shows an ongoing relationship between technology and tradition, from the earliest days of online services to the current focus on in-person encounters.

Personalization 40

Personalization Brand ambassadors Entertainment Customer Service 40

Eptica

APRIL 15, 2020

At times like this, the experience and service brands provide is vita l. For me this is the start point of adapting the experience you offer - after all, if you don’t understand what your customers want, how can you improve the service you provide? Look at tools that can help you do three things: 1.

Surveys 95

Surveys Best practices Analytics Feedback 95

AWS Machine Learning

AUGUST 17, 2022

Customers all over the world gain hands-on experience with the AWS platform, products, and services in their native language. AWSLOC manages the end-to-end localization process of digital content at AWS (webpages, consoles, technical documentation, e-books, banners, videos, and more).

Engineering 79

Engineering Government Analytics Best practices 79

ChurnZero

JANUARY 18, 2024

The role of the chief customer officer has become an essential function in subscription-based business models such as software-as-a-service (SaaS), where customer retention is paramount and requires executive-level leadership. What is the impact of technology and digital transformation on the CCO role?

Chief Customer Officer 52

Chief Customer Officer SaaS Sales Upselling 52

Playvox

OCTOBER 20, 2023

But when you move to a world of digital or omnichannel customer support, the human language element goes away and it becomes much more difficult to gauge how customers really feel about our company, brand, products, and experiences. How do you “read the customer” in texts and chats? A negative sentiment score indicates the opposite.

Contact Center 82

Contact Center Coaching Feedback Surveys 82

Anexa BPO

JUNE 26, 2023

In today’s digital age, social media has become an integral part of our lives, revolutionizing the way we connect, communicate, and consume information. It’s no surprise that brands have also recognized the potential of social media as a powerful tool for providing exceptional customer service.

Customer Service 52

Customer Service outsourcing Customer centricity Feedback 52

Fonolo

AUGUST 17, 2021

While incredible customer service should always be a call center’s goal, it shouldn’t be your only goal. Use metrics and act on them. Then, act on your results. Visual IVR is more accessible to customers and increases a call center’s responsiveness through multiple digital channels. But it’s not enough.

Call Center 156

Call Center Abandon rate Average Handle Time First call resolution 156

Quiq

JUNE 1, 2022

Share This Story Don’t have a digital customer service strategy? Today’s consumers exist primarily online, and they expect convenient and streamlined digital engagement from brands. Now is the time to add or improve your digital customer service. Promote your new digital channels. There are no more excuses.

Customer Service 77

Customer Service Interactive Voice Response Contact Center Chatbots 77

Anexa BPO

JUNE 8, 2023

Digital touchpoints make up a large part of the customer journey, challenging organizations to determine which ones to make available. They act as a sort of defacto “customer assistant” – they remind, persuade, and stop just short of nagging customers to complete whatever task is referred to in the notification.

outsourcing 52

outsourcing Analytics Call Center Customer Care 52

Anexa BPO

JANUARY 18, 2022

A staggering 50% of customer satisfaction appears to be derived from factors directly controlled by the respective utility provider’s customer service department – for example, information timelines, clarity and ease of access, with the balance of customer satisfaction depending on outage frequency and duration. Reach out to Anexa today.

outsourcing 52

outsourcing Self service Surveys Customer Service 52

Global Response

JANUARY 31, 2024

You’ve decided to outsource customer service to a third-party provider. We’ll also discuss the hidden costs and challenges of working with an offshore service provider. We’ll also discuss the hidden costs and challenges of working with an offshore service provider. Let’s dive in.

Call Center 62

Call Center Telemarketing Government Healthcare 62

Totango

JUNE 8, 2022

OK, maybe not the world, but they have become an increasingly important factor these days for helping SaaS companies understand whether their products and services are keeping customers engaged and delivering value, so they can prevent churn, increase expansion and earn higher valuations. Enable Digital-First Customer Success.

SaaS 87

SaaS Best practices CRM Enterprise 87

Select VoiceCom Blog

JANUARY 3, 2023

This business practice is known as outsourcing, defined as hiring international parties or individuals to provide their services to your company. Due to their educational background and the volume of workers, the Philippines currently holds the largest market share for offshore customer service.

outsourcing 52

outsourcing Business Process Outsourcing Government Education 52

CSM Magazine

FEBRUARY 14, 2023

Appello Careline, an award-winning 24-hour careline services provider, has selected Sabio Group for its migration to a new cloud contact centre platform. “This project has been an exciting one and aligns completely with our position as an ambitious and innovative, Tech-Enabled Care Services provider (TECS).

Cloud contact 52

Cloud contact CRM Technology Customer Experience 52

Totango

APRIL 13, 2022

Thanks to the digital age we are living in, your customers can be connected and working anytime, anywhere. Embrace Digital-First. These tools allow you to deliver consistently high customer service and continually provide the value that your customers are seeking. Business today moves at the speed of light.

Enterprise 91

Enterprise Technology Personalization Customer Experience 91

Comm100

FEBRUARY 15, 2022

Governments around the world continue to introduce legislation that ensures services are accessible by everyone. This has led public organizations to offer new kinds of services while adjusting existing ones. Along with these connection methods come services like live chat that can expand the ways that customers reach out for support.

Government 52

Government Customer Service Personalization Technology 52

CSM Magazine

JANUARY 23, 2023

Over 70% of UK organisations which offer contact centre services are failing to implement new ways of communicating with their customers, a new survey shows. We now live in a world where consumers want brands to give them a personalised service. That needs a blend of human-to-human and technology-led options.

Business Process Outsourcing 52

Business Process Outsourcing outsourcing Surveys Consulting 52

CSM Magazine

OCTOBER 31, 2023

However, if you are truly looking for the best online casino in Canada a crucial component often gets overlooked: customer service. The Foundation of Trust You might wonder why customer service is vital in an industry where customers are essentially engaging in a form of risk. The answer lies in trust.

Customer Service 52

Customer Service Entertainment Chatbots Technology 52

Natalie Petouhof

AUGUST 15, 2022

The more a customer trusts a company to act in their best interests, the more value each customer will receive in current and future relationships. This nearly 30-year-old concept resonates even more today, and a new playbook addresses CX in the context of the emerging digital-first, post-COVID-19 environment.

Customer Experience 52

Customer Experience Average Handle Time Coaching Enterprise 52