Steve DiGioia

MAY 17, 2021

Great customer service. That’s what our customers want and that’s what we wish to provide. In today’s post, I compiled my list of the top 10 customer service acronyms to use every day. It was about finding solutions for a customer and finding their pain points ”. “You were never trying to close a sale.

Customer Service 341

Customer Service Personalization Sales Technical Support 341

ShepHyken

SEPTEMBER 25, 2019

National Customer Service Week is coming up soon. This is a week to celebrate and appreciate not only our customers, but also the people who make our customers happy. In fact, the original intent was to focus more on employees than customers, but I’m happy to celebrate both. It’s simple—do it fast!

Customer Service 310

Customer Service Personalization Management 310

ShepHyken

MAY 17, 2021

Each week I read a number of customer service and customer experience articles from various resources. How to handle customer complaints? Alibaba.com) This article summarizes 4 common types of customer complaints and worked out 6 tips to handle them smartly and strategically. Guess what?

Customer Service 196

Customer Service Customer retention Marketing Sales 196

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

Callminer

MAY 26, 2020

First Response Time (FRT) makes this critical caller waiting period clear enough to act on, ensuring you can positively impact the customer journey and experience at the very first touchpoint. For more information on the customer experience, download our white paper, The CX Pro’s Guide to Speech Analytics. Read on to learn more.

Call Center 340

Call Center Metrics Average Handle Time First call resolution 340

Callminer

OCTOBER 11, 2018

From essentials like average handle time to broader metrics such as call center service levels , there are dozens of metrics that call center leaders and QA teams must stay on top of, and they all provide visibility into some aspect of performance. Kaye Chapman @kayejchapman.

Call Center 561

Call Center Metrics Contact Center Wait times 561

ShepHyken

AUGUST 5, 2019

Each week I read a number of customer service and customer experience articles from various resources. 3 Small Aspects Of ‘Customer Experience’ That Make A Big Competitive Difference by Gary Lyng. Thrive Global) How do you prevent yourself from undermining your own CX efforts so that your company can thrive?

Customer Service 260

Customer Service Self service CRM Multichannel 260

ProProfs Blog

DECEMBER 28, 2020

If you’ve heard such customer concerns lately, then it means they’ve been through a bad customer service experience with your brand. It’s not like you wanted this, but let’s face it that your customers may come up with such complaints even in the future. What are Customer Complaints? I haven’t heard a darn thing!”.

First call resolution 141

First call resolution Customer Support Feedback Personalization 141

ShepHyken

AUGUST 19, 2022

She shares how organizations can improve employee engagement and customer satisfaction. When your problem is quickly resolved, and you hang up the phone, you can’t help but wonder: why don’t all of my customer service calls go like that? Agents are the people most familiar with common customer concerns.

Scripts 196

Scripts Customer Experience Employee engagement Best practices 196

ShepHyken

MARCH 11, 2019

Each week I read a number of customer service and customer experience articles from various resources. 5 Ways AI can Revolutionize Customer Experience by Vandita Grover. MarTech Advisor) Customer Experience (CX) is a competitive differentiator and driving force for a business’ success.

Customer Service 247

Customer Service Customer Experience Marketing Management 247

TechSee

MAY 1, 2022

There’s more than one reason for customer dissatisfaction – but basically, it boils down to understanding and meeting customer expectations. Customer satisfaction is the great differentiator, and organizations have to constantly target the areas for improvement and monitor for response to changes. How to Calculate CSAT.

Customer Experience 109

Customer Experience Surveys Benchmark Feedback 109

TechSee

SEPTEMBER 29, 2020

Contact center leadership must think strategically and find sustainable call center cost reduction strategies that do not compromise the quality and efficiency of the brand’s service. Volume – rapidly address the most common issues that drive most inbound customer contacts. Slash inbound inquiries with self-service.

Call Center 196

Call Center Self service Gamification Contact Center 196

SharpenCX

SEPTEMBER 1, 2021

When you don’t come to your interviews prepared with at least a few common questions, you can easily set the wrong expectations for your future hire. There’s a ton of information on how to prepare for and hold new-hire interviews. How do you test the skill sets of your prospective hires to see if they can handle the job? >>

Call Center 128

Call Center Coaching Contact Center Feedback 128

Global Response

FEBRUARY 26, 2024

In today’s world, customers expect not only excellent products but also excellent service. Quality customer service matters; just look at the numbers: 83% of customers are more loyal to businesses that respond to and resolve their complaints. So just what is high-quality customer service?

Call Center 62

Call Center Customer Service outsourcing CRM 62

ProProfs Blog

JANUARY 7, 2020

Today, it is all about the ‘Age of the Customer’. Businesses have grown more concerned; some may say, even obsessed with how their customers are treated. . It only takes one bad experience for the customer to swear off your business forever. . Improved customer service. Fast forward to 2020.

Customer Service 169

Customer Service Customer centricity Brand ambassadors Customer Support 169

Fonolo

APRIL 22, 2021

Call centers are constantly balancing efficiency and service quality for their customers. Learn more about its significance and how you can use it to improve your call center’s performance below! It measures the percentage of customer inquiries solved in a single interaction. Better customer retention.

First call resolution 142

First call resolution Call Center Metrics Interactive Voice Response 142

Playvox

MARCH 21, 2024

Let’s face it — no one contacts your contact center to tell the person who answers the phone, text, or chat to tell your organization that they love your brand, service, or product. Most interactions that contact center agents have daily are to solve a problem or issue, adjust a payment, or ask a clarifying question.

Morale 90

Morale Contact Center Quality management Coaching 90

TechSee

NOVEMBER 22, 2021

IT Support Services Prices aren’t Cheap. With employees working from home, remote IT support services must be available on-demand, 24/7 to ensure staff stays productive and motivated and are not sitting idle waiting for support. One survey reports that: . Nearly one-quarter experienced five or more of these issues. .

Technical Support 109

Technical Support Telecommunications Best practices Morale 109

Tethr

FEBRUARY 7, 2020

You walk a customer through an issue, resolve their problem and wrap up the call. However, repeat calls often indicate downstream issues related to the problem that prompted the original call, even if that problem appeared to be adequately handled the first time around. At that point, you consider the job done.

Contact Center 103

Contact Center Customer effort Call Center Customer Experience 103

Fonolo

MARCH 9, 2023

CCMC’s Customer Rage Study is a fascinating look at CX, designed to help customer service pros identify pain points and reduce customer complaints in the contact center. 66% of respondents had a serious problem with a product or service over the previous year. Nearly 2/3 of respondents said they felt rage.

Contact Center 87

Contact Center Self service Call Center Interactive Voice Response 87

TeleDirect

NOVEMBER 8, 2022

Whatever industry you may be in, it’s important that your customer experience and communication services are always on point. Do you want to learn how to tackle common call center challenges? We’ve compiled a list of 10 of the most frequently seen call center problems and solutions for when they arise. Long Waits.

Call Center 62

Call Center outsourcing Business Process Outsourcing Contact Center 62

aircall

AUGUST 29, 2022

Recently, there’s been a lot of buzz about how to measure productivity. Or the impact of the resolutions provided to customers? That’s why business leaders must understand what call center productivity is, how to measure it, and how to improve it. So how do you measure call center agent productivity?

Call Center 118

Call Center virtual call center call center software Self service 118

Fonolo

MARCH 4, 2021

Even with modern technology, it’s still impossible to predict call volumes and customer demand with full accuracy. FCR indicates the percentage of customers who had their issue resolved in the first engagement. The higher your FCR, the more efficient your contact center is at helping your customers. Have a look!

Metrics 148

Metrics Call Center Abandon rate Abandon Call 148

CSM Magazine

FEBRUARY 22, 2024

As a customer service professional, cultivating and exemplifying a customer service mindset is not just an asset but a necessity. It fosters loyalty, promotes positive word-of-mouth, and sets a standard for your team’s approach to service. Patience Customers may come to you frustrated or confused.

Customer Service 52

Customer Service Feedback Customer centricity Best practices 52

ProProfs Blog

JUNE 26, 2020

It’s not just great communication skills that make a customer support operator great at their job. 62% of customers say that a representative’s knowledge and resourcefulness play a key role in creating a good experience. Learn the commonly used customer service and support lingo. But, where to start? Agent/User.

Customer Service 179

Customer Service APIs Customer Support Feedback 179

Fonolo

JULY 5, 2023

Customer perception has never mattered more. In the age of social media backlash and call-out culture, how your customers feel about your brand is key to your success. Although it’s almost impossible to completely control what people think about your organization, improving customer opinions of your brand is very possible.

Surveys 104

Surveys Brand ambassadors Sales Upselling 104

SharpenCX

SEPTEMBER 25, 2020

Earlier this year, I fought for seven months to get an issue resolved with a customer service team. Most agents didn’t care to actually solve my problem. It wasn’t until I landed on an agent who listened to my problem and said she’d do whatever it took to fix it, that my issue was finally resolved.

Contact Center 128

Contact Center Coaching Scripts Average Handle Time 128

ViiBE Blog

SEPTEMBER 29, 2023

ViiBE Blog Best strategies for customer self-service Anna Gorina September 29, 2023 Share this article Contents Share this article Contents The moments when customers will reach out to your support are inevitable. However, not all questions and reported problems are created equal and require advanced assistance.

Self service 52

Self service Banking Feedback Chatbots 52

Fonolo

MARCH 7, 2023

Today’s customers are a demanding bunch. If they have a problem or a question, they expect immediate information and quick resolution — but keeping up with this demand can be an impossible task for your contact center’s live agents alone. That’s where self-service comes in. The low-hanging fruit was picked long ago.

Self service 87

Self service Call Center Interactive Voice Response Chatbots 87

Solvvy

AUGUST 17, 2022

Key performance indicators (KPIs) give businesses a way to measure and monitor progress toward business goals and ensure leaders are steering their companies toward a great track record with customer satisfaction and business growth. Why Should Businesses Track Customer Service KPIs? Customer Satisfaction Score (CSAT).

Customer Support 102

Customer Support Customer retention Chatbots Metrics 102

Call Experts

APRIL 8, 2024

A Customer Journey Contact Center supports clients and improves their experience. It refers to the interconnected set of experiences that a customer has with a company from their initial point of contact through to their ultimate departure. Using a customer journey contact center can also be highly advantageous.

Contact Center 52

Contact Center Customer centricity Call Center Feedback 52

Nicereply

AUGUST 28, 2023

Handling customer complaints is always challenging for customer support managers. There is nothing sexy about business owners having to handle customer complaints but resolving complaints is an inevitable part of running a business. But it doesn’t have to be this way.

Complaint resolution 98

Complaint resolution Feedback Customer Service Sales 98

Quiq

JUNE 1, 2022

Share This Story Don’t have a digital customer service strategy? With customer expectations increasing almost daily, companies are rapidly introducing digital channels to replace or co-exist with traditional channels like phone and email. Now is the time to add or improve your digital customer service.

Customer Service 77

Customer Service Interactive Voice Response Contact Center Chatbots 77

Nicereply

JANUARY 25, 2022

For a business, there’s nothing better than knowing you’ve delivered an exceptional customer experience. You crave those moments when you exceed your customers’ expectations and successfully carry out your brand vision. On the flip side, there’s nothing worse than failing your customers and not living up to your customer service goals.

Best practices 105

Best practices Accountability Customer Service Personalization 105

ProProfs Blog

DECEMBER 22, 2020

Businesses understood the growing importance of live chat in customer service and how it can help them overcome existing contact center challenges. That’s because customers faced a lot of challenges while reaching out for support through these centers. Challenges Faced by Contact Centers. That’s not all.

Contact Center 130

Contact Center Call Center Feedback Wait times 130

Fonolo

MARCH 11, 2021

How to Overcome Challenges with Your Call Center Metrics. Hold time is one of the biggest problems in a medical call center. In the call center, it’s not always about how quickly you work — it’s about the quality of customer service you offer. Healthcare #CCTR Click To Tweet. Abandonment Rate.

Call Center 131

Call Center Metrics Abandon rate Healthcare 131

Fonolo

APRIL 8, 2021

FCR — or First Call Resolution — is a key call center metric for addressing customer satisfaction. A high FCR score indicates that your agents are resolving most of your customer queries in the first interaction. For example: Improving communication so the customer is fully informed throughout the process.

First call resolution 129

First call resolution Interactive Voice Response Call Center Best practices 129