Lumoa

FEBRUARY 29, 2024

Getting Started with Ask Lumoa Ask Lumoa is our new way to get a deeper understanding of your customer voice. Essentially, you can select any type of data you want (such as from a certain timeframe or touchpoint) and then “Ask Lumoa” what you want to know about this data. Contact your CS manager or email help@lumoa.me

Feedback 83

Feedback Management 83

ShepHyken

FEBRUARY 19, 2021

She shares a 3-step guide on how to improve the employee experience while maximizing customer engagement. Where would a business be without a customer service team? There’s no denying that without an effective customer service team , a business would fall apart. Step 1: Implement Employee Engagement Software .

Customer Service 312

Customer Service Employee engagement Morale Feedback 312

ShepHyken

APRIL 14, 2020

How to Stay Productive and Deliver Amazing Customer Experiences from Far Away. They discuss strategies for adapting to a remote workforce without sacrificing productivity, connection or the customer experience. Ramsey’s company, MyOutDesk, has put together a guide to working remotely to help businesses adapt.

Morale 302

Morale Technology Customer Experience Personalization 302

ChurnZero

APRIL 1, 2024

What was once time-consuming and tedious is becoming streamlined and automated, with customer success teams better able to manage their customers proactively. It’s easier than ever before to map out effective customer journeys with au tomated milestones and tasks. How can we apply it to onboarding?

Journey mapping 76

Journey mapping Feedback SaaS Surveys 76

Myra Golden Media

MAY 21, 2020

They fear to be in intense interactions with frustrated customers. These are the top concerns I’m hearing from clients about re-opening: Front-facing employees worry about potential fallout when they tell customers masks are required for entry. ” Stressed frontline employees are becoming short and defensive with customers.

Personalization 316

Personalization Management Customer Service Customer Experience 316

CSM Magazine

APRIL 24, 2024

Sabio Group , the digital experience transformation services specialist, has launched a new e-book aimed at guiding organisations in the optimisation of their contact centre workforce. With customer expectations on the rise – the latest UK Customer Satisfaction Index (UKCSI) showed 31.3%

Service level 52

Service level Accountability Customer Service Management 52

CX Global Media

OCTOBER 10, 2018

Channel complexity continues to grow and so does customer expectations. This seminar is designed to help you better understand what supervisors need to know and be able to do, along with options for providing the essential skills and knowledge. What Penny will cover in this free training seminar….

Coaching 263

Coaching Call Center Contact Center call center professionals 263

Toister Performance Solutions

APRIL 11, 2024

This training plan is for customer service managers and trainers. It helps you use the Customer Service Foundations course on LinkedIn Learning with your team. It also helps experienced customer service pros refresh their skills. Access to Customer Service Foundations for all participants. Step 1: Create a training plan.

Customer Service 105

Customer Service Feedback Customer emotions Management 105

LiveVox

OCTOBER 3, 2023

It enables a tailored approach that resonates with each customer’s unique needs. In this dynamic landscape where digital transformation intertwines with personalized experiences, effective segmentation is the beacon guiding you to success.

Personalization 91

Personalization 91

Brad Cleveland Blog

APRIL 3, 2024

Understanding what customers want is essential to building an effective customer service strategy. Customer expectations evolve and sometimes that happens very quickly. The experiences that customers have with … Continue reading → The post What Do Your Customers Want?

Customer Service 55

Customer Service Contact Center Call Center Customer Experience 55

Lumoa

JANUARY 31, 2023

Customer experience plays an important, if not the most important role in the success of any business. Nearly all companies (89%) believe that customer experience will be their primary basis for competition. In This Article: Why do you need Customer Experience Management?

Customer Experience 176

Customer Experience Customer centricity Metrics Feedback 176

Lumoa

FEBRUARY 9, 2023

The focus on enhancing customer experience has gained traction in recent years. As businesses recognize its value, the shift from a product-centered approach to a customer-centric one continues. Actionability is also, as we believe, one of the essential aspects of customer experience management.

Customer Experience 178

Customer Experience B2C Journey mapping B2B 178

Fonolo

NOVEMBER 22, 2022

This is especially true for contact center and customer service professionals – after all, customer behavior is constantly shifting, and it’s critical for businesses to meet their expectations. The Manager’s Guide to Call Center Gamification. Udemy: Call/Contact Center Management, The Essential Guide.

Call Center 147

Call Center Management Benchmark Contact Center 147

Lumoa

JANUARY 15, 2024

When customers shop in physical stores, they might have several questions about a product: Is it available in a different size? The scenario is now much the same for online customers who increasingly expect a seamless, personalized experience. But it also allows agents to handle several customer queries at once.

Customer Experience 83

Customer Experience Chatbots Best practices Metrics 83

Nicereply

JANUARY 17, 2024

In today’s hyper-connected world, where customers wield more power than ever before, businesses face an unrelenting challenge: customer complaints. Did you know that, on average, dissatisfied customers will share their negative experiences with 9-15 people ? Why solve customer complaints?

Complaint resolution 105

Complaint resolution Scripts Feedback Wait times 105

TechSee

FEBRUARY 7, 2023

Early chatbots were extremely limited, serving primarily as another way to interface with user guides and help center content. The technology industry is abuzz with the latest breakthroughs in artificial intelligence. For the first time, early technology adopters can now easily access the latest breakthroughs in Generative AI.

Chatbots 124

Chatbots Self service call center solutions Average Handle Time 124

NobelBiz

DECEMBER 11, 2023

Call flows play a vital role in seamlessly directing customer calls to the right place within your organization. They act as pathways that guide calls from the very beginning to a successful resolution, ensuring a seamless and efficient customer experience. Routing directs the call to the relevant destination.

Call flow 106

Call flow Interactive Voice Response Customer Experience Contact Center 106

Toister Performance Solutions

FEBRUARY 8, 2024

Steps of service are a process for serving customers. Following them helps employees deliver more consistent customer service. For example, In-N-Out cashiers are trained to ask each customer, "How are you?" If a customer asks "How are you?" Broad steps of service are helpful in almost any customer service situation.

Technical Support 106

Technical Support Feedback Contact Center Customer Service 106

CSM Magazine

APRIL 16, 2024

By integrating AI tech into online gambling, the gaming experience is lifted to a whole new level; players enjoy tailored customer service and the overall operations of the casinos become more efficient. A reliable and responsive customer support system is often regarded as a hallmark of legitimate platforms.

Customer Experience 52

Customer Experience Wait times Chatbots Customer Support 52

CSM Magazine

MARCH 26, 2024

But developers are instrumental in shaping customer experiences that can make or break the success of a SaaS product. In this guide, we’ll explore strategies that SaaS developers can implement to enhance customer satisfaction and forge lasting relationships with their user base.

SaaS 52

SaaS Customer Experience Construction Analytics 52

TechSee

OCTOBER 2, 2023

In the world of customer loyalty, service is the currency paid. It’s a fundamental truth backed by decades of research – when mistakes happen, customers expect service providers to step up and help them make the most of their offerings. However, her experience with Verizon turned out to be pleasantly surprising.

Customer Service 124

Customer Service Customer Experience 124

Fonolo

JUNE 1, 2021

READ THE FULL GUIDE: How to Foster Agent Engagement in a Hybrid Contact Center. Our new guide, How to Foster Agent Engagement in a Hybrid Contact Center , will offer you valuable insights and actionable tips so you can keep your agents motivated and engaged, no matter where they are working from! It's 100% free, we promise.).

Contact Center 155

Contact Center Employee engagement Technical Support Personalization 155

Toister Performance Solutions

MARCH 30, 2023

This guide shares everything you need to know to get started. Service Culture: a culture where employees act in service to customers. Put them all together: Service culture training is a process for helping employees know how to act in service to customers. Let’s talk about how to build a program that’s customized to your needs.

Construction 87

Construction Best practices Personalization Customer Service 87

Toister Performance Solutions

FEBRUARY 16, 2023

Rapport is essential to customer service. Asking a customer, "How's your day going so far?" This guide can help. What is customer rapport? You want customers to like you. You can better understand their needs and customers are more accepting of your ideas. They are.) It feels so transactional.

Scripts 114

Scripts Wait times Personalization Customer Service 114

Comm100

OCTOBER 17, 2023

Businesses today thrive on efficiency, and the customer service domain is no exception. With the rise of technology, businesses have started to adopt customer service automation software to scale their operations without ballooning headcount. What is customer service automation software?

Customer Service 73

Customer Service Interactive Voice Response Multi-channel support Multichannel 73

Balto

JANUARY 25, 2024

Part of the same platform trained on 40M customer calls, Balto QA Copilot helps your QA team focus on improving your agents’ conversations, not just scoring them. Today, Balto has guided over 250 million calls, provided over 450 million real-time recommendations, and driven millions in increased revenue.

Contact Center 69

Contact Center Coaching Education Enterprise 69

The Northridge Group

OCTOBER 20, 2021

The age of “digital first” interactions—in which customers encounter businesses online rather than through traditional phone or in-person channels—is here, and it dominates our daily lives. Social media posts and search engine ads will direct customers to websites and marketplaces where they can engage with a company.

Contact Center 111

Contact Center contact center associations Customer Care Engineering 111

ChurnZero

MARCH 3, 2022

As Customer Success professionals you might find yourself building out something completely new at your organization, or just trying to break the status quo on what’s been done in order to help drive growth and expansion for your SaaS organization. Top five Customer Success resources brought to you by ChurnZero.

SaaS 98

SaaS Customer retention Surveys Consulting 98

Comm100

APRIL 2, 2024

Customer satisfaction (CSAT) scores are a vital metric for any business trying to track and improve their customer service and support. The scores provide a snapshot of how satisfied your customers are with your products or services, indicating areas of success and those needing improvement.

Wait times 89

Wait times Feedback CRM Surveys 89

Expivia

FEBRUARY 26, 2024

This guide outlines the critical preparatory steps and follows with a strategic roadmap for technology acquisition, ensuring your contact center is fully prepared to embrace the future. Whether it’s a credit union’s core system or a retail chain’s CRM, seamless integration into your telephony platform is essential.

Contact Center 52

Contact Center Technology Chatbots Call Logging 52

Fonolo

FEBRUARY 7, 2023

A commitment to care for your personal well-being is above and beyond the customer service you might usually expect from a financial institution. But for almost 100 years, Hawaii State Federal Credit Union has been guided by this founding principal as they do business with – and care for – their 120,000 members.

Abandon rate 140

Abandon rate Customer Service Wait times Call Center 140

CSM Magazine

APRIL 16, 2024

Online casinos are not just places for digital entertainment; they are platforms where the experience of each user can define the longevity and success of the casino itself. Superior customer service ensures that the user experience is exceptional. It could be the difference between a retained customer and a lost one.

Customer Support 52

Customer Support Entertainment Chatbots Self service 52

CSM Magazine

OCTOBER 27, 2023

“If you don’t care, your customer never will.” As firms compete to put the customer first, there have been all sorts of different tools created to help improve customer service , drive optimization for accounting processes and maximize overall customer value.

Finance 59

Finance Accountability Customer Service Engineering 59

VirtualPBX

MAY 9, 2023

As a fast and direct way to reach customers, SMS has become an essential tool for businesses of all sizes for marketing, customer support, and other communication purposes. It’s best to use a full domain, but you can use a URL shortener for custom links. Use one domain name for each campaign.

Best practices 98

Best practices Education Marketing Customer Support 98

Comm100

MARCH 20, 2024

How to Improve Trust in Government – 4 Essential Communication Strategies When exploring how to improve trust in government, it’s crucial to be realistic and pragmatic with results. When done right, digital communication offers governments and agencies the opportunity to build, maintain, and restore trust.

Government 75

Government Chatbots Self service Wait times 75

Solvvy

SEPTEMBER 7, 2022

Customers want accuracy, speed, and convenience when they’ve got an issue that needs to be resolved. That makes great CX essential, and we all know it when we experience it. How are brands stepping up and meeting these higher customer expectations? R etain and delight customers over time.

Customer Support 106

Customer Support Self service Engineering Analytics 106

COPC

MARCH 11, 2024

This guide sheds light on the multifaceted nature of employee retention, aiming to enhance customer satisfaction and other key performance indicators through careful questioning and thoughtful leadership actions. Did we mistake any “experience proxies” for actual skills? To address this issue, COPC Inc.

Call Center 98

Call Center Gamification Coaching Employee engagement 98