ShepHyken

MARCH 29, 2021

Each week I read a number of customer service and customer experience articles from various resources. Here are my top five picks from last week. How Disney Knocks it Out of The Park With an Excellent Customer Experience (And How You Can Too) by Ellen Christenberry.

Customer Service 194

Customer Service Personalization Customer Experience 194

Fonolo

FEBRUARY 14, 2023

Call center automation is one of the best ways to improve your customer experience, increase agent happiness, and light up your KPI dashboard in the best possible way! Sounds great, right? Call center automation is a practice of using software to automate processes and perform tasks – often those that are simple and repetitive.

Call Center 135

Call Center Contact Center Wait times Chatbots 135

Fonolo

JANUARY 31, 2023

Call center training has always been one of the key pillars of running a successful call center. A strong call center training program should not just be part of your onboarding process. Still have questions about call center training? What is Call Center Training?

Call Center 141

Call Center Contact Center Coaching Gamification 141

ShepHyken

FEBRUARY 19, 2023

Each week, I read many customer service and customer experience articles from various resources. Here are my top five picks from last week. My Comment: We start this week’s Top Five roundup with an interview with customer culture expert Jeff Toister. My Comment: Here’s another list!

Customer Service 156

Customer Service Surveys Customer Experience Personalization 156

ShepHyken

MAY 6, 2022

He shares how you can improve your customer service strategy and team to take advantage of the benefits an exceptional customer service function has to offer. Before customer service outsourcing , there was once a time when customer service was largely limited to one-on-one phone calls.

Customer Service 175

Customer Service outsourcing Construction Feedback 175

Fonolo

NOVEMBER 8, 2022

Without the right preparation, even the most established operations can find themselves struggling with call demand, and trying to stay afloat when faced with an onslaught of customer queries. As the Great Resignation continues to loom over the industry, hiring and training more agents may not be in the budget.

Call Center 156

Call Center Interactive Voice Response Self service Abandon Call 156

ShepHyken

APRIL 8, 2022

He has experience across the Contact Center spanning Hiring, Training, Quality, Workforce Management, and Performance Management. He shares how retailers can understand the digital customer experience in the retail world. An experience through the customer’s buying journey is quite crucial and must be addressed by the retailers.

Customer Experience 188

Customer Experience Contact Center Contact center software Personalization 188

Hodusoft

FEBRUARY 29, 2024

7 Key Indicators Your MSP Call Center Needs a Revolutionary Shift For Managed Service Providers (MSPs), a call center is extremely crucial. That’s one of their most potent tools to deliver exceptional customer service. When MSPs serve this many clients, it’s quite important for them to provide the best-in-class customer service.

Call Center 52

Call Center Abandon rate call center software Omni-channel support 52

ShepHyken

JULY 21, 2017

This week we feature an article by Jason Grills about how to use live chat agents properly in order to delight your customers. The implementation of live chat software is an easy task to achieve. The true value and effectiveness of a live chat software tool lie in the people behind it. How Good Are They at Multitasking.

Customer Support 230

Customer Support Chatbots Personalization Education 230

Vcaretec

AUGUST 8, 2023

Outsourcing customer service is something that the majority of new business owners are wary of, and for good reason. The main channel via which you communicate with your clients is through customer service, thus it can't be good for your brand, to put it mildly. Size Size is the first and maybe most evident element.

Customer Care 98

Customer Care outsourcing Call Center Complaint resolution 98

Lumoa

JANUARY 24, 2024

If you have, you must know how exhausting it can be to get help with the simplest of requests. After that frustrating experience, I had a newfound appreciation for customers who have to deal with unresponsive customer experience (CX) teams that fail to act on customer feedback!

Analytics 83

Analytics Feedback Metrics Surveys 83

Hodusoft

JUNE 21, 2023

If yes, then you must know everything about call centers starting from all call center systems to how to select the best call center software and customer service agents. Types of call centers How does a call center work? What is call center software? How does call center software work?

Call Center 52

Call Center call center software Interactive Voice Response Multichannel 52

Fonolo

MAY 25, 2022

From agent hiring and training to in-house IT support, marketing, and HR, call center costs quickly add up. How to Calculate Cost Per Contact in the Call Center. One way to start cutting costs is by outsourcing internal services like IT or HR. Workforce optimization (WFO) software. Consider outsourcing.

Call Center 87

Call Center Technology First call resolution outsourcing 87

ShepHyken

SEPTEMBER 27, 2019

This week we feature an article by Jessica Wise who shares a story to illustrate how you can develop a lifelong relationship with your customers by creating a customer experience they will never forget. This is the story of how one brand shocked and awed my entire family. It was the Thursday before Memorial Day 2019.

Customer Experience 286

Customer Experience Personalization Customer Service Marketing 286

TechSee

NOVEMBER 18, 2022

The holiday season is a busy time for every team, but the unsung heroes of the holiday season are without a doubt the service organization. While everyone else is spending time with family and friends, service teams are hard at work making sure their customer’s holiday plans aren’t interrupted by long wait times or service disruptions.

Best practices 109

Best practices Wait times Consulting Consulting 109

ShepHyken

SEPTEMBER 9, 2019

Each week I read a number of customer service and customer experience articles from various resources. Here are my top five picks from last week. When Loyalty Rewards Expire, So Does A Customer’s Loyalty by Dan Gingiss. This makes a great point, that when the perks go away, the customer may go away.

Customer Service 236

Customer Service outsourcing Surveys Marketing 236

Help Scout

APRIL 27, 2021

Long-time customer service professional Mat “Patto” Patterson answers readers’ most challenging customer support delivery, leadership, and career questions. What’s the best way to identify the right people without making the application process too onerous for them? Balancing soft-skills with technical ability.

Customer Service 91

Customer Service SaaS Personalization Best practices 91

ShepHyken

APRIL 20, 2020

Each week I read a number of customer service and customer experience articles from various resources. Here are my top five picks from last week. Loyalty programs boost businesses’ ability to keep customers by Jill Young Miller. How to enhance customer service with a consultative approach by Andrea Grodnitzky.

Customer Service 162

Customer Service Consulting Consulting B2C 162

PeopleMetrics

FEBRUARY 21, 2023

Picture this: your customer experience (CX) team has gone through your customers’ feedback, identified regular pain points in the customer journey, and found solutions to reduce friction and retain more customers. However, they did this several months ago and suddenly customer retention is starting to dip down again.

Customer Experience 117

Customer Experience Journey mapping Surveys Banking 117

Hodusoft

APRIL 5, 2023

7 Best Practices for Managing Call Center Operations Call centers are crucial for many businesses, especially the ones that deal directly with customers. By leveraging call centers, they provide customer support, answer customer queries, resolve issues with products or services, and even accept orders or requests over the phone.

Best practices 52

Best practices Call Center Management call center software 52

ShepHyken

JUNE 28, 2019

Airline agents are still at check-in counters to guide passengers after self-service kiosks and to arrange complicated ticketing. The World Bank finds in its 2019 examination of the workforce that while technology is indeed changing how people work, it’s also creating new opportunities. Technology replacing humans.

Contact Center 279

Contact Center Self service Banking Airlines 279

Playvox

JULY 31, 2023

However, some of the quickest ROI can come from the employee self-service (ESS) aspects of a WFM solution. What Is Employee Self-Service? Employee self-service can nurture employee satisfaction and agent performance and promote a motivated and engaged workforce. All that time adds up quickly.

Self service 85

Self service Management Coaching Contact Center 85

Global Response

SEPTEMBER 11, 2023

A call center can make or break your customer service, as well as significantly impact the reputation of your brand. But with so many factors to consider—and so many options available—how do you even begin to sort through what matters and what doesn’t? Our team has been in the business a long time (40+ years, to be exact!)

Call Center 62

Call Center outsourcing Telemarketing Bilingual agents 62

Global Response

DECEMBER 21, 2023

Today’s customer expectations are higher than ever, and that’s just as true when it comes to help desk support as general customer service. As a result, more and more companies are turning to outsourcing to manage their help desk service. And doing so is a great idea. The first place to start is with yourself.

outsourcing 62

outsourcing Technical Support Service level Abandon rate 62

Fonolo

MARCH 17, 2022

After all, they are not the ones who have to navigate call center software, ensure customer satisfaction, and take all the phone calls. Let’s take a look at what makes a great call center manager and how to find the right fit from the hiring stage. Conducting training and evaluations. Call Center Management Duties.

Call Center 91

Call Center Management call center software Average Handle Time 91

Fonolo

MAY 25, 2022

From agent hiring and training to in-house IT support, marketing, and HR, call center costs quickly add up. How to Calculate Cost Per Contact in the Call Center. One way to start cutting costs is by outsourcing internal services like IT or HR. Workforce optimization (WFO) software. The Shift to Remote Work.

Call Center 67

Call Center Technology First call resolution outsourcing 67

Fonolo

MARCH 8, 2022

Behind hold times and high call volumes, management must ensure every agent is trained, every shift is covered, and every customer is satisfied. Call centers that provide exceptional customer service usually have many people working behind the scenes to ensure operational efficiency. The right software is key.

call center workforce 75

call center workforce Call Center Agent burnout Management 75

Fonolo

NOVEMBER 29, 2022

Overhauling your call center operations can seem outright impossible without a little guidance and know-how. Whether you are that new call center manager or a seasoned pro who wants to pick up some new ideas, we’ve packaged everything you need to know to help you improve your call center performance. Start with Some Self-Reflection.

Call Center 126

Call Center Contact Center Abandon rate Average Handle Time 126

Calltools

APRIL 19, 2023

Make the right decision by learning more about the benefits of predictive dialers and preview dialers and which option companies in your industry usually choose. They reach this goal by using an algorithm to “predict” how long the average call takes. Some industries that benefit from predictive dialing software include the following.

Real estate 98

Real estate Telemarketing Healthcare B2B 98

Fonolo

JULY 5, 2022

But these days, customers expect excellence. . Today’s customer has evolved, with no patience for anything less than exceptional. But how do you monitor and analyze a call center that receives thousands of daily calls? But how do you monitor and analyze a call center that receives thousands of daily calls?

Best practices 81

Best practices Call Center Metrics Abandon rate 81

Global Response

DECEMBER 21, 2023

Customer service outsourcing is a huge industry, resulting in approximately $525 billion dollars of spend every year, in fact. But if you’re not outsourcing your customer service yet, it may seem like a big project that’s not necessarily worth the investment. What is Customer Service Outsourcing?

outsourcing 62

outsourcing Customer Service Metrics Best practices 62

AWS Machine Learning

OCTOBER 27, 2023

Generative artificial intelligence is transforming how enterprises do business. However, generative AI alone isn’t enough to deliver engaging customer communication. Research shows that the most impactful communication is personalized—showing the right message to the right user at the right time.

Personalization 84

Personalization Marketing APIs Entertainment 84

Toister Performance Solutions

APRIL 15, 2021

The webinar software wasn't working. I think we've fixed everything, but I'll be right here just in case something goes wrong." Here's how to help your team develop empathy super powers. It means we understand how another person is feeling. In customer service, we take this definition a bit further.

Technical Support 119

Technical Support Airlines Customer emotions Customer Service 119

CSM Magazine

DECEMBER 18, 2023

Customer Service should be a human experience. Countless companies have lost sight of that crucial fact, often relying on chat or never-ending touch-tone menus that frustrate customers immensely. So much so, that those disgruntled customers often choose to take their business elsewhere. 66 percent of U.S.

Personalization 52

Personalization Customer Service Multi-channel support Surveys 52

OrecX

FEBRUARY 10, 2020

This issue can cause significant cost pressures to the customer service organization as it can cost upwards of $7,000 to on-board and train a new agent. With the right solutions in place, your team leaders, supervisors and QA analysts can significantly impact agent satisfaction. 711 and OPUS. Agent Satisfaction.

Average Handle Time 86

Average Handle Time APIs Coaching Analytics 86

Toister Performance Solutions

APRIL 21, 2022

He told me that he was willing to "delight me" by offering free access to the company's file recovery software. He told me that he was willing to "delight me" by offering free access to the company's file recovery software. It was clear somebody in management picked that word. Someone who had never spoken to a customer.

Scripts 76

Scripts Customer Service Technical Support Management 76