CCNG

MAY 11, 2022

Our industry does a nice job of illustrating the functions agents perform inside a call center or from work-at-home. How can we effectively recruit, train, develop, and retain talent if we don't know who we are hiring or why they're applying for a call center job in the first place? Let's jump right in. ?

Call Center 195

Call Center outsourcing Agent burnout Business Process Outsourcing 195

Callminer

OCTOBER 11, 2018

Fortunately, there are valuable tools that can help you gain deeper insights, such as speech analytics , to better leverage your data and boost call center performance. Read on to learn what our experts had to say about the call center metrics you might be overlooking and how you can better leverage them.

Call Center 561

Call Center Metrics Contact Center Wait times 561

ShepHyken

DECEMBER 6, 2021

I have added my comment about each article and would like to hear what you think too. So, if customer service isn’t a department, what do you call it? How about “customer care?” 8 Ways to Build an Effective Marketing Campaign on a Tight Budget by Lyle Solomon. (Ad This is customer experience intersecting with marketing.

Customer Service 167

Customer Service Chatbots Customer Care Self service 167

Beyond Philosophy

DECEMBER 10, 2021

Doing so has business implications because when you do, people come back and bring their friends. . Reichheld says NPS collects those recognitions so employees can hear them. He says that any time you link a survey-based score to someone’s career or compensation, bad things happen. So, What Went Wrong with NPS?

Airlines 273

Airlines Metrics Accountability SaaS 273

ShepHyken

DECEMBER 21, 2020

I have added my comment about each article and would like to hear what you think too. How to Provide the Best Possible Customer Experience? GISuser) If you don’t have a well-planned customer service strategy, you are highly likely to lose business. Here are my top five picks from last week. by GISuser. Nothing fancy here.

Airlines 383

Airlines Customer Service Advertising Customer Experience 383

The Northridge Group

MARCH 8, 2024

But it also means that she is now a single mother of two toddlers with a full-time job. Kelsey earned a degree in economics and later worked at a marketing agency before coming to NRG as a Consultant. Whatever the story, there’s lessons to be taken and to be learned. It’s difficult,” she says with a frank tone.

Consulting 135

Consulting Consulting Telecommunications Advertising 135

ShepHyken

FEBRUARY 21, 2022

I have added my comment about each article and would like to hear what you think too. I wouldn’t be too concerned about this taking away a lot of jobs. How to Use Content Marketing for Customer Retention and Loyalty by Express Computer. My Comment: Content marketing, done right, is more than just traditional promotion.

Customer Service 173

Customer Service Customer retention Construction Chatbots 173

Beyond Philosophy

AUGUST 16, 2018

It gets you thinking, designing and planning. However, unless you take all the theory and the work you built around it and implement it, it is entirely useless. Today, I present six critical questions you need to ask when implementing Customer Experience theory in your Customer Experience reality.

Consulting 461

Consulting Consulting Customer Experience Customer retention 461

Callminer

NOVEMBER 18, 2020

Talking to customers on the phone all day isn’t an easy job; that’s why it takes a special set of skills and characteristics to be a successful contact center agent. Even top-performing agents have bad days, though, and sometimes, things that are considered standard practice can frustrate customers. Matthew Dailly. financial_tiger.

Contact Center 345

Contact Center Call Center Gamification Wait times 345

Beyond Philosophy

JUNE 19, 2017

What this means, quite bluntly, is that airline top management has no reason to care about you or your customer experience, so long as you don’t impact the airline’s bottom line, credit rating or standing in the stock market. Of course, you also need to earn profits, otherwise you couldn’t keep operating.

Airlines 324

Airlines Consulting Consulting Customer Experience 324

C3Centricity

JUNE 28, 2018

What does a CMO do in their average four-year tenure to ensure that they keep their job for longer? Did you know that CMOs have the shortest average term of office of any chief in the C-suite, according to a recent report by Korn Ferry? So just how long have you been in your position? Why is this?

Marketing 54

Marketing Consulting Consulting Analytics 54

ShepHyken

DECEMBER 12, 2017

Know Your Customers. Understand Your Customers. Keep Your Customers. . Shep Hyken Interviews Shannon Bell, Head of Product Management and Strategy at Amdocs. How are you using Artificial Intelligence to better understand your customers? Can you suggest something to them?

Upselling 202

Upselling Personalization Call Center Sales 202

Beyond Philosophy

FEBRUARY 3, 2022

Journey mapping can be a tricky thing for organizations. She also wants to know how to set up their Customer Experience improvement for success to be more customer-centric. Since many of you might have the same problem, I thought I would also address this issue here. . How to Operationalize Journey Mapping.

Journey mapping 195

Journey mapping Customer centricity Consulting Consulting 195

Beyond Philosophy

MARCH 31, 2022

Before we dive into how you can maintain and improve your Customer Experience even during a price increase, it is essential to appreciate the role of inflation in the broader economy. You might be surprised to learn that they don’t want zero inflation; the Fed wants about two percent inflation.

Customer Experience 221

Customer Experience Real estate Customer centricity Call Center 221

C3Centricity

DECEMBER 31, 2018

This is quite tough for a blog that has been running for almost eight years and highlights the quality of the content we share with you! This is quite tough for a blog that has been running for almost eight years and highlights the quality of the content we share with you! Is it Time to Do Away with Market Research Departments? .

Journey mapping 83

Journey mapping Marketing Personalization Surveys 83

Bill Quiseng

JANUARY 10, 2024

So I encourage you to remind yourself and your colleagues every day about each one of these reminders I published in 2023: 25 QUI QUOTE Reminders about Customers and Customer Service. ASSETS Your most important assets are not your customers and your people. You ARE the company. So, own it. Human to Human.

Customer Service 97

Customer Service Advertising Employee engagement Customer Care 97

CX Accelerator

NOVEMBER 26, 2019

The more you express gratitude for what you have, the more likely you will have even more to express gratitude for.” —Zig Zig Ziglar As another year winds down to a close, and we head into another holiday season, those of us in the U.S. In keeping with the spirit of the season (and because science proves it’s healthy!),

Airlines 243

Airlines Contact Center Education Service level 243

Callminer

OCTOBER 3, 2019

Because your call center representatives play a major role in how your company (or your clients’ companies) are perceived by customers, your reps’ characteristics have a big impact on quality. Expert Tips for Hiring the Best Call Center Representatives (and Keeping Them Engaged). “In Enhanced people skills.

Call Center 186

Call Center Morale Employee engagement Customer centricity 186

Beyond Philosophy

APRIL 25, 2019

We had Professor Bill Hedgecock, associate professor of marketing Carlson School of Management at the University of Minnesota, as a guest on a recent podcast to talk about facial recognition and facial expression analysis technology and application in Customer Experience programs. the websites you visit and in what order).

Technology 296

Technology Entertainment Consulting Consulting 296

Nicereply

JANUARY 17, 2024

Did you know that, on average, dissatisfied customers will share their negative experiences with 9-15 people ? That’s a remarkable ripple effect that no company can afford to ignore. This blog post cuts through the noise and provides a guide to tackling eight of the most common customer complaints head-on.

Complaint resolution 105

Complaint resolution Scripts Feedback Wait times 105

Callminer

APRIL 21, 2020

Happier and more satisfied agents tend to perform better than those who feel discouraged, stressed, or anxious about their jobs. Happier and more satisfied agents tend to perform better than those who feel discouraged, stressed, or anxious about their jobs. This also leads to being more productive and efficient in your work.

Call Center 182

Call Center Management Scripts Coaching 182

ShepHyken

JULY 10, 2020

This week we feature an article by Daniel Bishop, an assistant editor and marketing consultant for ReallySimpleSystems. He shares multiple approaches to updating or creating your customer acquisition strategy. This kind of approach certainly brought some results, but the how and why of its effectiveness often remained a mystery.

Consulting 255

Consulting Consulting Marketing Engineering 255

Virtual Live Labs

SEPTEMBER 30, 2020

We want concrete advice on how to keep remote workers engaged, not platitudes and theory. How do we compensate for body language, and how to encourage natural creative cross-pollination? How do we replicate creative cross-pollination remotely? But how do we replicate creative cross-pollination remotely?

Engineering 130

Engineering Personalization Accountability Management 130

Virtual Live Labs

SEPTEMBER 30, 2020

We want concrete advice on how to keep remote workers engaged, not platitudes and theory. How do we compensate for body language, and how to encourage natural creative cross-pollination? How do we replicate creative cross-pollination remotely? But how do we replicate creative cross-pollination remotely?

Engineering 130

Engineering Personalization Accountability Management 130

Callminer

MARCH 6, 2020

Managers play an integral role in ensuring high quality customer service, from hiring and training call center agents to monitoring performance, keeping tabs on vital call center metrics and keeping agents motivated every day. Give me an example of a time you couldn’t solve a customer’s problem. Pratibha Vuppuluri. Alexander M.

Management 207

Management Customer Service Consulting Consulting 207

Beyond Philosophy

APRIL 14, 2015

Getting the CEO’s support for any initiative is vital, but how do you tell whether his or her commitment is genuine? Here is my check list of ways to see if your CEO is committed to your initiative. How to Check the Commitment of Your CEO: Count the number of times the CEO mentions Customers in any communication.

Chief Customer Officer 310

Chief Customer Officer Customer Care Education Customer Experience 310

CX Accelerator

NOVEMBER 26, 2019

The more you express gratitude for what you have, the more likely you will have even more to express gratitude for.” —Zig As another year winds down to a close, and we head into another holiday season, those of us in the U.S. In keeping with the spirit of the season (and because science proves it’s healthy!),

Airlines 182

Airlines Contact Center Education Service level 182

CX Accelerator

NOVEMBER 26, 2019

The more you express gratitude for what you have, the more likely you will have even more to express gratitude for.” —Zig As another year winds down to a close, and we head into another holiday season, those of us in the U.S. In keeping with the spirit of the season (and because science proves it’s healthy!),

Airlines 182

Airlines Contact Center Education Service level 182

Callminer

MARCH 6, 2020

Managers play an integral role in ensuring high quality customer service, from hiring and training call center agents to monitoring performance, keeping tabs on vital call center metrics and keeping agents motivated every day. Give me an example of a time you couldn’t solve a customer’s problem. Pratibha Vuppuluri. Alexander M.

Management 182

Management Customer Service Consulting Consulting 182

ChurnZero

NOVEMBER 18, 2022

As a Customer Success leader, do you find yourself watering down your budgetary requests? It can be intimidating to ask for what you need, especially in the face of a recession. You might worry about coming off as demanding, or incompetent at making do with what you already have.

Finance 98

Finance Education Sales Accountability 98

ProProfs Blog

MAY 21, 2020

However, it also indicates that a lot depends on the kind of customer service operators you hire for your business. With good experience, communication skills, and product knowledge, your operators can easily take care of your customers and their growing expectations. What is a Customer Service Job?

Customer Service 166

Customer Service Engineering Customer Support Management 166

Quiq

FEBRUARY 3, 2023

While HR leaders are facing the labor shortage head-on with recruiting tactics and budget increases, customer service teams need to search for ways to provide the service the industry is known for without the extra body count. In other words… You need to do more with less. 1 in 9 jobs went unfilled in 2021. In the U.S.,

Customer Service 80

Customer Service Chatbots Airlines Feedback 80

ThriveableBiz

AUGUST 27, 2021

How to come up with a business idea, is a question I’ve been asked many times over my business career and through my volunteer mentoring. Running a small business is one of the most rewarding experiences, and I’m a firm believer that there are lots of opportunities, as long as you know where to look. It doesn’t exist.

Finance 94

Finance Government Marketing Personalization 94

Lumoa

OCTOBER 20, 2022

This article will explore the key components of customer experience and how you can use them to scale your business. This is because happy customers are less likely to churn and more likely to continue doing business with you. In addition, they’re also more likely to refer others to your company.

Customer Experience 122

Customer Experience Banking Customer retention Customer advocacy 122

Fonolo

MARCH 9, 2023

The first study was done in 2003 — can you guess which direction the overall trend has headed since then? If you guessed there are more complaints than ever, you’re right. Deploy call-back technology Nobody likes to wait on hold, no matter how mesmerizing your on-hold playlist might be.

Contact Center 87

Contact Center Self service Call Center Interactive Voice Response 87

SharpenCX

DECEMBER 2, 2020

With financial losses of such scale on the line, the stakes have never been higher to deliver good customer service in your call center. But it’s also never been easier to find the information you need, implement the right tools, and make incremental improvements that drive real change in your call center.

Call Center 128

Call Center Customer Service Contact Center Metrics 128

Help Scout

AUGUST 31, 2021

Customer support representative is one of the most common jobs on the market for individuals looking to work in technology, so the job description you write for your open role needs to be exceptional in order to attract applications from exceptional candidates. From there, move into describing the role itself.

Customer Support 95

Customer Support Coaching Marketing Customer Service 95