ShepHyken

MARCH 7, 2018

The other day I was talking with a gentleman who was as passionate about customer service and experience as I am. A talented receptionist is a friendly voice greeting customers who may have questions or concerns about the company, or perhaps a potential customer getting their first impression of the company’s service and culture.

Customer Support 446

Customer Support Banking Customer Service Personalization 446

ShepHyken

JANUARY 15, 2024

Top Takeaways: Shep’s Comment: Some may not see this as a customer service or CX interview. Elite performance in business and sports involves an emphasis on mindset mastery and deliberate practice. A victim mindset can hinder personal and professional growth. I beg to differ. This is about the performance of your people.

Accountability 200

Accountability Coaching Best practices Customer Service 200

ShepHyken

JANUARY 31, 2023

They are known for their first-class level of service. Specifically, it said, “From start to finish, you offered nothing but ‘Lexus-like’ professionalism and courtesy to our program staff and dealer associates.” What did I do to deserve that accolade? Get more information on The Customer Focus ™ customer service training programs.

Customer Service 350

Customer Service Customer Experience 350

ShepHyken

OCTOBER 30, 2023

Top Takeaways: The hospitality mentality is key to creating a great customer experience in any type of business. Industries like hotels, restaurants, and cruise lines excel in this area because they live with their customers 24/7, which creates a unique dynamic for delivering outstanding service. You have to compete on service.”

Employee engagement 188

Employee engagement Education Management Customer Service 188

ShepHyken

JULY 24, 2023

Since there are many options for companies offering more or less the same services, customer support becomes the differentiator. It comes down to how easy it is to communicate with a business and how delightful the experience is. Top Takeaways: Customers have so many options and want to get the best out of the money they spend.

Customer Experience 156

Customer Experience Chatbots Contact Center Customer Support 156

ShepHyken

JANUARY 19, 2022

Has this ever happened to you in business? My friend and fellow professional speaker George Walther was returning from an event where he received an incredible award, Legend of the Speaking Profession. This is given to professional speakers who have contributed to the industry. It doesn’t even have to be a big surprise.

Transportation 322

Transportation Customer Service Personalization Customer Experience 322

ShepHyken

OCTOBER 2, 2023

Top Takeaways: Outsourcing customer service and support functions can be an effective strategy for businesses, especially startups, to offload non-core tasks and focus on their core competencies. What are some common challenges companies face when scaling their customer service organization?

Customer Support 200

Customer Support outsourcing Upselling Customer retention 200

ShepHyken

FEBRUARY 10, 2021

That experience in show business gave me the stage chops to start my business as a professional speaker. Many of my friends are professional entertainers. He was writing about the business of a magic show, but his concept applies to business in general. It’s the same in business.

B2C 316

B2C Entertainment B2B Sales 316

ShepHyken

JANUARY 14, 2024

Each week, I read many customer service and customer experience articles from various resources. Consumer Trust Languishes at 2016 Levels by MarTech Cube (MarTech Cube) Consumers’ trust in the organizations they do business with has not recovered from its pandemic decline. Here are my top five picks from last week.

Customer Service 144

Customer Service Best practices Metrics Banking 144

ShepHyken

APRIL 28, 2023

Raise your customer service standards. Bell, a world-renowned authority on customer loyalty and service innovation, says that customer service standards impact a company’s success more than anything else1: “The biggest differentiator is service, not product, proficiency, or price.” – Chip R.

Customer Service 162

Customer Service Accountability Self service Customer Support 162

BlueOcean

APRIL 16, 2024

Blue Ocean, a world-leader in customer care solutions, was awarded a Silver Stevie® Award in the “Contact Center Outsourcing Provider of the Year” category at the 18th annual Stevie Awards for Sales & Customer Service. This is Blue Ocean’s fourth Stevie Award. Another judge wrote, “Wow!

Contact Center 71

Contact Center Government Customer Care outsourcing 71

CSM Magazine

MARCH 26, 2024

Building strong rapport with customers is crucial for any business, as it promotes loyalty and satisfaction, and can be a differentiating factor in today’s competitive market. Apple has built a strong reputation for providing exceptional customer service and support , which has led to a loyal customer base over the years.

Customer Service 116

Customer Service Personalization Marketing 116

TechSee

AUGUST 14, 2023

TechSee’s Annual Influencer List For a second year, everyone at TechSee is proud and excited to share our annual list of influential leaders in the space of digital customer service. 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

Bill Quiseng

JUNE 28, 2023

To paraphrase John DiJulius’ customer service battle cry, it’s time for a Patient CARE Revolution! This revolution “is a radical overthrow of conventional business mentality, designed to transform what” patients “experience. And let’s make healthcare professionals be GREAT out there! Well, no more! This is our time.

Healthcare 165

Healthcare Customer Service Personalization Customer Experience 165

Bill Quiseng

FEBRUARY 14, 2024

From me to you, from one customer service advocate to another, Happy Valentine’s Day. Today, let’s appreciate each other and show our love for all business professionals. Today, let’s appreciate each other and show our love for all business professionals.

Customer Service 78

Customer Service Customer Experience 78

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. A website works as a virtual shop window for your business.

Consulting 62

Consulting Consulting Engineering Best practices 62

Bill Quiseng

NOVEMBER 22, 2023

Many CX professionals have advocated CX as strategies such as AI, online, self-service, telephone, and face-to-face customer support, customer journey mapping, the Peak End Rule, NPS, CSAT, CES, or other CX metrics, and many innovative technologies to improvetheir customers’ experiences. Loyalty builds your business.

Journey mapping 97

Journey mapping Education Coaching Customer Care 97

Liveops

OCTOBER 11, 2018

businesses offshoring their customer service began a couple of decades ago, the opportunity to cut costs was paramount. In fact, having the right team of professionals onshore to support customer care operations is a powerful driver of customer experience, which is becoming the key differentiator among brands.

Marketing 315

Marketing Virtual Agent Customer Care Call Center 315

Hodusoft

APRIL 17, 2024

Everything You Need to Know About Auto Attendant If you have ever dialed a business phone number, you must have been greeted by an automated system, which then gives you a series of options and routes you to the right agent and department. What is an Auto Attendant? To eliminate any doubt let’s look at this study’s findings.

Real estate 52

Real estate Scripts Interactive Voice Response First call resolution 52

Bill Quiseng

NOVEMBER 1, 2023

Many CX professionals have advocated CX as strategies that explain customer journey mapping, the Peak End Rule, or innovative speed technologies among others. And they’ve done it so often for so long that “CX” has been the traditional term for many business leaders. QUI TAKEAWAY: Customer service is what you do for your customers.

Journey mapping 97

Journey mapping Customer Care Education Metrics 97

OctopusTech

APRIL 24, 2024

It is an indispensable part of your plan to make the best choices for your internet business. All the Tools You Need: From stock management to order and payment processing, Shopify has taken care of all the essentials to manage your business. Think of the Shopify platform as a virtual marketplace where you open your own “shop.”

Technical Support 62

Technical Support Management 62

NobelBiz

NOVEMBER 20, 2023

In an era defined by digital communication, mastering the art of business calls is non-negotiable. Whether you’re a startup, a growing enterprise, or an established business, understanding and implementing a VPS is a game-changer.

Interactive Voice Response 103

Interactive Voice Response voip contact center solutions Contact Center 103

VirtualPBX

DECEMBER 21, 2023

And adding an extra layer of excitement, our Snap Recordings promotion offers professionally recorded messages to elevate your brand’s voice. In today’s fast-paced business environment, data is power, and with these reports, you’re about to unlock a treasure trove of insights.

Interactive Voice Response 104

Interactive Voice Response Analytics Enterprise Metrics 104

Fonolo

NOVEMBER 22, 2022

Whether you’re diving into a new industry or looking to brush up on your skills, training courses can benefit professionals at any stage of their career. Benchmark Portal promotes on demand training and self-paced learning for contact center professionals through their online courses! Contact Center Trends 2023.

Call Center 147

Call Center Management Benchmark Contact Center 147

Global Response

FEBRUARY 28, 2024

As small businesses gain traction and expand their services, real growing pains can set in. With limited staff and resources, small businesses often struggle to provide high-quality customer support and stay focused on core business practices. As your business grows, the need for customer support will also increase.

Call Center 62

Call Center Customer Experience outsourcing Brand ambassadors 62

IdeasUnlimited

NOVEMBER 15, 2023

In today’s fast-paced business world, staying competitive and efficient is key to success. One way businesses are achieving this is by harnessing the power of virtual assistant services. What Are Virtual Assistant Services? Why Choose IdeasUnlimited for Virtual Assistant Services?

Real estate 59

Real estate outsourcing CRM Sales 59

IdeasUnlimited

FEBRUARY 14, 2024

In the dynamic and ever-evolving digital landscape, the online presence of a business has become a cornerstone of success. The internet serves as a vast marketplace where consumers explore, engage, and make informed decisions about products and services.

Marketing 98

Marketing Engineering industry standards Advertising 98

Fonolo

DECEMBER 6, 2022

Entrepreneur and CRM expert Bobby Darnell describes business development as a “contact sport.” Call center development is an essential subset of any overall business development plan. But the bigger picture should be call center development for your staff and business. He’s right! You can’t passively improve a call center. .

Contact Center 142

Contact Center Call Center call center software Abandon rate 142

Call Experts

APRIL 8, 2024

In business, exceptional call handling and customer service can set you apart from the competition. According to Forbes , customer service can mean the difference between a good customer experience and a bad one, directly impacting your bottom line. Active Listening: Start with attentive listening.

Customer Service 52

Customer Service Interactive Voice Response Call Center Scripts 52

VirtualPBX

APRIL 10, 2024

Within these centers, dedicated customer service representatives work diligently to address customer inquiries. They also resolve issues and provide information about products or services. They are equipped with the necessary tools and training to handle a wide range of situations professionally and efficiently.

Contact Center 59

Contact Center Wait times CRM Healthcare 59

COPC

SEPTEMBER 9, 2022

This partnership will provide the South African contact centre industry with research insights into its market and those it supports, ensuring improvement in professional competency. CCMG is the Professional Body for Contact Centres appointed by the South African Qualification Authority (SAQA).? ” says Sharon Haigh, CEO at CCMG.

Best practices 100

Best practices Benchmark Consulting Consulting 100

Bill Quiseng

FEBRUARY 21, 2024

This course is a prerequisite for business professionals in the B2C or hospitality industry. Consistently deliver a low-cost, no-cost “a little better than the average experience that customers expect” product or service so repetitively that you feel it is boring, but to the customer, at that moment, you are Magnificent!

B2C 88

B2C B2B Customer Experience Customer Service 88

CSM Magazine

APRIL 17, 2024

While the job market is still strong in some industries and regions, heightened global tensions, high inflation and high interest rates have increased business uncertainty. This requires lower-tier customer service professionals to be enabled and empowered to step up when needed.

Customer Service 59

Customer Service Scripts Banking Analytics 59

Certified Languages International

DECEMBER 22, 2023

Finding high-quality, accurate interpretation and translation services is crucial for companies doing business across languages and cultures. Let’s explore the fundamentals of interpretation and translation services. It’s important for teams to provide ASL interpretation services if the need arises.

Healthcare 52

Healthcare Banking Call Center Personalization 52

Certified Languages International

DECEMBER 22, 2023

Professional human interpreters, free machine translation tools like Google Translate, and ad hoc interpreters play distinct roles based on their capabilities. Professional human interpreters, free machine translation tools like Google Translate, and ad hoc interpreters play distinct roles based on their capabilities.

Finance 52

Finance Healthcare Education Personalization 52

Momentum Telecom

JANUARY 9, 2024

Transaction Accelerates Momentum’s Strategy to Expand its Global Voice and Managed Network Footprint ATLANTA- January 09, 2024 – Momentum, a leading global managed services provider, today announced the successful close of its acquisition of Horizon Telecom , a Netherlands-based global next-gen managed service provider.

Management 116

Management Customer centricity Enterprise Service level 116