ShepHyken

OCTOBER 25, 2019

This week we feature an article by Matthew Smollen who says e nsuring your clients have an amazing call center experience when interacting with your brand is one of the best ways to encourage repeat and referral business. This is multiplied in a contact center as often the customer experience is the main focus. Recruitment.

Call Center 192

Call Center Scripts Contact Center Advertising 192

ShepHyken

JANUARY 3, 2020

Managing motivation can be a real struggle for customer service teams. Even if you have the perfect systems in place, and the perfect processes for responding to each ticket, managing the human element in the support process can be a major challenge. Managing staff is far too big a topic for a single blog post.

Gamification 194

Gamification Morale Contact center software B2B 194

ShepHyken

NOVEMBER 30, 2018

Making for a jointly admirable and problematic reality, the customer contact community often takes a lofty, wide-eyed approach to strategy and technology. Today’s thought leaders and customer contact professionals clearly understand the importance of delivering exceptional experiences. This briefing will help you avoid those pitfalls.

Abandon rate 236

Abandon rate Journey mapping Average Handle Time Customer centricity 236

ShepHyken

APRIL 14, 2017

This week on our Friends on Friday guest blog post my colleague, Jaime Scott, writes about how engagement is crucial to delivering an excellent customer service experience. Workforce Engagement Management is absolutely crucial to the success of CX. Without it, you might as well employ a bunch of robots.

Contact Center 206

Contact Center Employee engagement Technology Metrics 206

Fonolo

JANUARY 14, 2020

Which customer service blog posts helped to shape the last decade for you? . There are more customer experience management blogs and articles than ever before — not to mention the growing libraries of video and interactive content. Here, we cover the 20 best customer service blogs and influencers to follow in 2020.

Customer Service 136

Customer Service Chief Customer Officer Contact Center Call Center 136

ShepHyken

NOVEMBER 15, 2019

This week we feature an article by Nogol Tardugno who tells us how to get our contact center interactive voice response (IVR) to deliver the best customer experience. So how can your contact center IVR get there? A cloud IVR can benefit your contact center and your customers from the second a call is placed.

Interactive Voice Response 232

Interactive Voice Response Customer Experience Self service Contact Center 232

Call Experts

DECEMBER 29, 2022

Welcome to a roundup of our top-performing customer service blogs of 2022! Blogging is a powerful way to share ideas, trends, and strategies in your industry. The best blogs are not only informative but also fun to read. Call Experts Top 5 Customer Service Blogs of 2022 . In 2022, we published many valuable resources!

Customer Service 52

Customer Service outsourcing Best practices Morale 52

ShepHyken

FEBRUARY 24, 2017

This week on our Friends on Friday guest blog post my colleague, Kathleen Hettinger, discusses the importance of handling breaking news and how your organization should be prepared. So how can your contact center best prepare for breaking news? In this age of 24/7 news, I find this a pertinent subject for all of us. Shep Hyken.

Contact Center 211

Contact Center Interactive Voice Response Scripts Coaching 211

CCNG

JUNE 29, 2022

On a recent episode of CX Passport, Elaine Lee, Managing Director of ReynoldsBusbyLee and I discussed how it takes a real understanding of a real customer to know how to deliver the right customer experience. Agents matter and businesses that understand that will reap the financial rewards.

CCNG 369

CCNG Contact Center Surveys Customer Experience 369

Calabrio

NOVEMBER 25, 2020

These changes in consumer behavior and expectations, combined with new technologies, are starting to completely transform the contact center. We’ve entered an era where simply keeping abreast with the latest contact center tech advances is not enough. Technology Fuels Contact Center Transformation.

Contact Center 122

Contact Center Self service Analytics Banking 122

ShepHyken

DECEMBER 13, 2019

Get ahead of risk management before it strikes. When embarking on a customer experience (CX) change initiative, there are few decisions more critical to success than selecting the right vendor. Get it right, and you give the initiative the very best chances for success. Find a way to quantify and qualify how well it really works.”.

APIs 254

APIs Enterprise Government Customer Experience 254

ShepHyken

JULY 26, 2019

A successful customer strategy is said only when you find yourself surrounded by an aspiration centered mainly on what matters to customers. Being a customer, I am sure your point of contact with a company will be usually through interacting with an employee (either by visiting a store or by speaking on the phone). Probably not!

Customer Experience 284

Customer Experience Feedback Customer centricity Customer retention 284

ShepHyken

AUGUST 31, 2018

This week we feature an article by Yura Filimonov who shares some of the many ways we can use AI to provide customer support. – Shep Hyken. The hype around AI is high, but it may seem unclear to businesses, whether they’ll benefit from it themselves. Proactive support. Faster reaction time. Faster reaction time. Forget IVRs and long wait times.

Self service 184

Self service Chatbots Personalization Interactive Voice Response 184

ShepHyken

NOVEMBER 23, 2018

To deliver superior service, track metrics like First and Average Response Time, and First Contact Resolution Ratio. Your service speed depends on factors like the contact channel (e.g. Your service speed depends on factors like the contact channel (e.g. What makes a customer support interaction good or bad? Element #1: Fast.

Customer Support 168

Customer Support Customer effort Self service Metrics 168

CCNG

NOVEMBER 29, 2023

There are five key performance indicators you should track to make sure your contact center operations are aligned with customer expectations. There are myriad metrics and indicators that an organization can monitor to measure contact center performance. Therefore, view AHT alongside first contact resolution.

Metrics 195

Metrics Contact Center Average Handle Time Surveys 195

ShepHyken

JUNE 30, 2017

Managing big data, providing efficient customer service, streamlining the process and enhancing user experience are some of the benefits that artificial intelligence has provided humans with. Mixed Reality with its huge impact has the power to change the world as it will combine the positives of VR and AR, brushing away the odds of failures.

Government 220

Government Technology Benchmark call center software 220

Enghouse Interactive

SEPTEMBER 1, 2020

It’s Not an Option – It’s Expected (Blog Series). Register for our upcoming webinar “When, How and Why Customers Self-Help” with Steve Morrell, Managing Director and Principal Analyst of Contact Babel and John Cray, Vice President – Product Management, Enghouse Interactive. Digital literacy is the new normal.

Self service 79

Self service Contact Center Chatbots First call resolution 79

Call Experts

DECEMBER 29, 2021

At Call Experts, we are dedicated to providing supportive content every week through our contact center blogs. Because contact center blogs can be an essential tool for understanding services from a company and what it might be like as their customer. . To keep reading, click here ! .

Contact Center 52

Contact Center Morale Government Healthcare 52

ShepHyken

OCTOBER 27, 2017

From contact centers to email marketing campaigns, we’ve seen it all. Tim Fujita-Yuhas serves as Director of Product Management and New Product Strategy for OpenMarket’s Mobile Engagement Platform, specializing in enterprise mobile engagement services. It’s much more than that, especially in the customer service realm.

Customer Service 208

Customer Service Customer centricity Enterprise Personalization 208

Enghouse Interactive

FEBRUARY 9, 2021

Trends and Realities of Successful Organizations (Blog Series). Contact centers, using AI and UCaaS, drive better customer service perceptions, agent performance and improve overall outcomes . Blog #3 of 4: Customer-facing agents. Back office support. Subject matter experts. Accessible NOW! planned, 46.5% planned, 48.4%

Self service 66

Self service Contact Center Chatbots Average Handle Time 66

NobelBiz

MARCH 24, 2022

The technology of call queuing is central piece to inbound contact centers. For example, an automated call distributor (ACD) is used in call centers to route incoming calls to certain specialized agents in your contact center. What are the technologies your call center needs for call queueing?

Interactive Voice Response 52

Interactive Voice Response call center software Contact Center Call Center 52

ShepHyken

MARCH 30, 2018

In this article, we will review the most common KPIs, how to understand them, how to select the right ones and how to improve them. Type: Customer Centric. Customer Satisfaction (CSAT) is the most common KPI companies track when it comes to Customer Care. Unfortunately, a few elements make this approach quite unreliable. Type: Customer Centric.

Customer Experience 213

Customer Experience Average Handle Time Customer Care Customer centricity 213

Tethr

DECEMBER 29, 2020

Here are our top ten blogs of 2020: 10. Any list of our top ten blogs would be incomplete without mention of our partnership with J.D. In this complete guide, we discuss how to harness AIS to improve the customer experience (CX) in your call centers. Make sense of repeat contacts once and for all. Read the full article.

Analytics 72

Analytics Call Center Enterprise Sales 72

Calabrio

SEPTEMBER 9, 2020

You can read the full post on the Waterfield blog, and register for an upcoming webinar featuring Calabrio’s Dave Hoekstra on September 15th. The post Guest Blog: Emphasizing the Human Side of Remote Work appeared first on Calabrio. Let’s face it, the workplace will forever look different. Are they personally doing okay?

Contact Center 96

Contact Center Technology Personalization Management 96

Help Scout

AUGUST 11, 2021

One of the best ways to stay current with trends and customer needs is by following customer service blogs. Below are nine customer service blogs we love, with breakdowns of what content you can expect to find on them and details on why they’re so amazing. Ebooks around topics like compensation and management.

Customer Service 82

Customer Service Coaching Education Best practices 82

ShepHyken

JUNE 2, 2017

To compound all this, traditional service – which waits until customers called the contact center before addressing a problem – has become much less effective. Sprint Wireless overhauled their customer care program, providing their call-center agents with real-time recommendations to improve retention.

Wireless 189

Wireless Banking Analytics Call Center 189

ShepHyken

JANUARY 20, 2017

This week on our Friends on Friday guest blog post my colleague, Jason Grills, writes about the importance of good customer support and the impact it can have on your business. Therefore, you will manage to increase your sales and generate more revenue, thus improve your bottom line. Shep Hyken. What’s more?

Customer Support 215

Customer Support Technical Support Contact Center Customer Experience 215

Enghouse Interactive

OCTOBER 21, 2020

AI Makes It Possible (Blog Series). Blog #4 of 4 The MORE you know. That self-service will be their first point of contact and they are willing to deal with digital assistants (chatbots, knowledge bases, voice authentication, etc.) Key Learnings from Kate Leggett and Steve Nattress. The more YOU KNOW. .

Self service 76

Self service Contact Center Benchmark Chatbots 76

ShepHyken

AUGUST 19, 2016

This week on our Friends on Friday guest blog post my colleague, Jack Plantin, writes about the importance of customer support and options we can offer for around the clock support. Many small companies I’ve worked for put statements on their contact forms that say “expect a 24-hour response time” and longer on the weekends.

Customer Support 223

Customer Support Banking outsourcing Coaching 223

TechSee

AUGUST 14, 2023

Follow on LinkedIn Bob Thompson, Founder and CEO at CustomerThink Bob is the CEO of CustomerThink, a research and publishing firm focused on customer-centric business management, and Founder/Editor-in-Chief of CustomerThink.com , the world’s largest community dedicated to customer-centric business.

Customer Service 207

Customer Service Customer centricity Contact Center Consulting 207

Enghouse Interactive

JANUARY 13, 2021

Blog Series #1 of 4: New decade! will have extended Teams to their contact center for voice and 31.1% Video enablement: either use internally to manage remote agents, or externally for communications with customers. say video is vital for managing remote employees. say video is vital for managing remote employees.

Contact Center 60

Contact Center Scripts Cloud contact Technology 60

Comm100

MAY 25, 2022

Ultimately, customer service and contact centers have not been immune to these changes. In this article, we’ll look at some of the new challenges that have emerged to impact contact centers. For contact centers, this means that outsourcing, IVRs, and seasonal hiring practices will have to change.

Customer Service 52

Customer Service Contact Center Interactive Voice Response outsourcing 52

Enghouse Interactive

AUGUST 26, 2020

It’s Not an Option – It’s Expected (Blog Series). Register for our upcoming w ebinar “How and Why Customers Use Self-Service” with Steve Morrell, Managing Director and Principal Analyst of ContactBabel . Blog #1 Into the Vortex “Cross Channel is the New Omni-Channel”. It defines your organization.

Self service 58

Self service Contact Center CRM Customer Support 58

NobelBiz

APRIL 2, 2024

At the core of this modern transformation lie Enterprise Contact Center Solutions , sophisticated platforms designed to streamline communication, enhance productivity, and drive customer satisfaction. They serve as centralized hubs for managing multichannel interactions, voice calls, emails, chats, social media, and more.

contact center solutions 106

contact center solutions Enterprise Contact Center Interactive Voice Response 106

TechSee

JUNE 16, 2022

As companies embrace the digitization of customer support, the new standard is much more than a phone conversation with a call center representative or a visit from a field agent. With a career spanning over 20 years, Eric has an extensive amount of experience in Contact Center and 3rd party and onshore vendor management.

Customer Service 251

Customer Service Chief Customer Officer Contact Center Consulting 251

Enghouse Interactive

SEPTEMBER 10, 2020

It’s Not an Option – It’s Expected (Blog Series). Access the on-demand playback of our recent webinar “When, How and Why Customers Self-Help” with Steve Morrell, Managing Director and Principal Analyst of Contact Babel and John Cray, Vice President – Product Management, Enghouse Interactive.

Self service 52

Self service Abandon rate Contact Center First call resolution 52

Enghouse Interactive

JULY 27, 2020

Transform the Contact Center with Microsoft Teams (blog Series). Register for our webinar with Dane Smith, Enghouse Education and Training Manager, and Jacki Tessmer, VP Product Marketing. Blog #3 Seeing is Believing! Nemertes research shows that Microsoft Teams is the most widely used UC solution with 55.9%

Contact Center 52

Contact Center Education First call resolution Cloud contact 52