AWS Machine Learning

APRIL 18, 2024

You’ve likely experienced the challenge of taking notes during a meeting while trying to pay attention to the conversation. Or maybe you have a team member that always joins meetings late, and expects you to send them a quick summary over chat to catch them up. It’s straightforward to deploy in your AWS account.

APIs 107

APIs Accountability Analytics Entertainment 107

ShepHyken

DECEMBER 5, 2022

Each week, I read many customer service and customer experience articles from various resources. The Top 5 Guest Loyalty Trends and Predictions to Watch for 2023 by Ellis Connolly. Understanding what gives your customers “gratification” will help you meet and exceed their expectations.

Customer Service 173

Customer Service Gamification Customer Support Customer centricity 173

ShepHyken

SEPTEMBER 21, 2020

Each week I read a number of customer service and customer experience articles from various resources. Gladly) Turn your customer service department from a cost center into a revenue generator with these radically personal customer experience strategies from this guide. Here are my top five picks from last week.

Customer Service 235

Customer Service Customer centricity Customer Experience Marketing 235

ShepHyken

MAY 28, 2023

Each week, I read many customer service and customer experience articles from various resources. 3 Ways to Better Support Customer Reviews by Nichole Devolites (CMSWire) Back in 2007, Google first introduced the business rating system in the US to allow businesses to post on their business page.

Customer Service 161

Customer Service Customer centricity B2C Government 161

ShepHyken

AUGUST 26, 2019

Each week I read a number of customer service and customer experience articles from various resources. 5 Strategies On How To Stay Ahead Of Customer-Driven Disruption by NJ Goldston. See how many of them your company is currently executing or what you should be adding to your project list.

Customer Service 264

Customer Service Advertising Feedback Customer Experience 264

ShepHyken

NOVEMBER 1, 2020

Each week I read a number of customer service and customer experience articles from various resources. If Customer Service Reps Were Honest [Spooky Edition]: The Scary Reality Your Customer Service Agents Face Every Day Plus How You Can Help by Veronica Krieg. 8 ways to be a great customer during COVID by Monique Richardson.

Customer Service 259

Customer Service Customer Support Self service Customer Experience 259

ShepHyken

DECEMBER 14, 2020

Each week I read a number of customer service and customer experience articles from various resources. My Comment: As we end 2020 and head into 2021, there are plenty of experts sharing their predictions and spotting the trends that will help us provide a better CX experience. Businesses were forced to adapt and make changes.

Customer Service 341

Customer Service Entertainment Customer Experience Marketing 341

ShepHyken

JANUARY 31, 2022

Each week I read many customer service and customer experience articles from various resources. 10 Ways to Build Trusting Relationships with Your Customers by Atlanta Small Business Network. There are many ways for businesses to build this essential element of their reputation. Here are my top five picks from last week.

Customer Service 161

Customer Service Contact Center Customer Experience Personalization 161

ShepHyken

DECEMBER 7, 2023

Better CX equals happier customers, which in turn helps contribute to healthier bottom lines. But as CEOs, we’re also tasked with looking at the broader picture. So, what happens when these two imperatives—customer experience and sustainability—meet? Customer experience (CX) has become a core operational necessity.

Call Center 146

Call Center Transportation Upselling Education 146

Integrity Solutions

APRIL 19, 2024

Put another way, personalization is the opposite of operating from scripts and responding with cookie-cutter answers. With so much data and information right at their fingertips, they’re better informed than ever and often well-versed in the company and what it has to offer before they ever even talk to a salesperson.

Personalization 107

Personalization Sales Scripts Contact Center 107

ShepHyken

MAY 17, 2021

Each week I read a number of customer service and customer experience articles from various resources. How to Nurture Your Online Customers And Turn Them Into ‘Brand Evangelists” by Peggy de Lange. (B&T) How to Commit Your Brand to Customer Success by Jared Atchison. Here are my top five picks from last week.

Customer Service 196

Customer Service Customer retention Marketing Sales 196

ShepHyken

OCTOBER 12, 2020

Each week I read a number of customer service and customer experience articles from various resources. Radical Empathy And Other Ways To Rethink Your Customer Experience by Bridget Brennan. She refers to a deep understanding of your customer as radical empathy. These are very strategic and will make you think.

Customer Service 193

Customer Service Airlines Customer Experience Marketing 193

ShepHyken

MARCH 25, 2022

He shares how rewarding your customer experience team is critical to building an inspired, high-performing team. Your brand’s name will eventually suffer if you don’t have a strong core team handling customer inquiries, keeping them pleased. Five Best Ways To Support And Inspire Your Customer Experience Team.

Customer Experience 184

Customer Experience Employee engagement Customer centricity Chatbots 184

ShepHyken

JANUARY 17, 2022

Each week I read many customer service and customer experience articles from various resources. If you sat down with your team and discussed these, I’m sure you’d come up with some ideas, as well. 6 Ways To Create a Consistent Customer Experience by John R. Your business relies most on client patronage. DiJulius III.

Customer Service 167

Customer Service Journey mapping outsourcing Customer Experience 167

Fonolo

JANUARY 31, 2023

A strong call center training program should not just be part of your onboarding process. Instead, it’s helpful to think of it as regular part of your workforce management. It plays a key role in keeping your agents aligned in their approach and messaging, as they support your callers daily. Don’t just pick one.

Call Center 141

Call Center Contact Center Coaching Gamification 141

Steve DiGioia

APRIL 27, 2020

You’ll Never Improve if You’re Married to Your Ideas. Throughout my hospitality career, I’ve heard countless managers say, “ That’ll be ok, it will work ” or “ Let’s do it this way, try it. But when I question their plan or point out ways the plan may not work out as intended, I’m asked why I’m being so “negative”.

Journey mapping 227

Journey mapping Feedback Personalization Management 227

Fonolo

SEPTEMBER 1, 2022

Company culture consultant Stan Slap puts it this way: “If you can’t sell it inside, you can’t sell it outside.”. But if you’re a call center leader, it’s your job to combat that damaging trend. If you don’t, your customer service will suffer, and your call center operations will too. Don’t worry! Low compensation.

Call Center 137

Call Center Abandon rate Average Handle Time Morale 137

ClearAction

APRIL 16, 2024

And it should be the basis for how your business is run. Whatever is out of sync with customers costs you a lot in tied-up resources and lost opportunities. However, only a third of CX managers say their Voice of Customer is “good” or “very good” at making changes to the business. Use those phrases.

Customer centricity 62

Customer centricity Surveys Management Feedback 62

bold360 Blog

NOVEMBER 6, 2018

Here’s why that MO is a no-go for your bottom line. You meet someone new — and you put your best foot forward. Like many companies today, the majority of your customer lifecycle marketing budget is probably focused on acquisition, so you have the resources you need during this getting-to-know-you phase.

Upselling 209

Upselling B2C Customer retention Marketing 209

ClientSuccess

DECEMBER 5, 2022

It helps drive better relationships between customers and the company, ensure customer satisfaction, and increase loyalty. Here are some top advantages that CABs can offer your company: • Strengthen relationships with key customers. Gain insights into customer needs in order to develop better offerings. Find customer champions.

SaaS 87

SaaS Customer advocacy Feedback Enterprise 87

Playvox

FEBRUARY 16, 2024

From driving assistance to data analysis to chatbots, generative AI (GenAI) is finding its usefulness in a host of ways across all industries. One of the most impactful uses is how AI is transforming customer experience (CX). How Quality Management Processes Have Shifted It could be called the perfect storm for contact centers.

Quality management 75

Quality management Contact Center Management Best practices 75

Comm100

APRIL 2, 2024

The scores provide a snapshot of how satisfied your customers are with your products or services, indicating areas of success and those needing improvement. In this blog we will explore effective strategies and plans to improve your CSAT score, ensuring your business thrives by keeping your customers at the heart of what you do.

Wait times 89

Wait times Feedback CRM Surveys 89

Lumoa

FEBRUARY 9, 2023

Whether you’re new to customer experience or seeking inspiration, this guide serves as your ultimate resource for exploring and delving deeper into this exciting field. Listen to your customers. Later, communicate the changes and improvements you’ve done based on customer feedback back to your customers.

Customer Experience 178

Customer Experience B2C Journey mapping B2B 178

ClientSuccess

NOVEMBER 22, 2022

To truly tap into this new way of driving growth, here are 5 key strategies that other marketers have found to be effective: 1. Learn How to Align Your Customer Success and Marketing Teams. As marketers, you’re always looking for new and innovative ways to drive value and ROI for your brand.

Marketing 69

Marketing Education Feedback Surveys 69

Outsource Consultants

JUNE 7, 2021

Or you’ve been wondering about meeting someone new, a BPO partner that’s nice, that makes you feel important — but no luck. Meanwhile, all of your friends are posting happy pictures of their blossoming BPO relationships, scaling revenue and efficiency in great destinations like the Caribbean and the Philippines.

Call Center 128

Call Center outsourcing Consulting Consulting 128

Outsource Consultants

JULY 7, 2022

In 2021, retail sales enjoyed an unparalleled growth rate of 14 percent , nearly 5 times the rate seen pre-pandemic. In just a few short months, many retailers will need to scale support again to meet holiday demands. If immediate cost reduction is necessary, reducing call center staff is a fast and efficient way to achieve the goal.

Call Center 128

Call Center outsourcing Education Sales 128

aircall

OCTOBER 17, 2022

As your start planning for the coming year, optimizing your sales win rate is probably a top priority. How to Define Your Sales Win Rate. Marketers can use it to figure out how to enable the reps better, understand the most common objection raised, and figure out ways to proactively address it on the website.

Sales 117

Sales Gamification Metrics Accountability 117

Comm100

JANUARY 23, 2023

With economic uncertainty ahead, some organizations are asking employees to make do with fewer resources, while others are increasing CX investment. To help make sense of the year ahead and plan for the ever-shifting CX landscape, we’ve asked five experts in the field for their CX predictions for 2023.

Customer Experience 120

Customer Experience Chatbots Government Technology 120

Global Response

MARCH 25, 2024

Excellent customer service aims to anticipate and meet needs before customers are even aware of them. And the best way to do that is to start with a customer journey map. This leads to enhanced customer satisfaction, increased loyalty, higher retention rates, and, ultimately, a better bottom line.

Journey mapping 62

Journey mapping Banking Analytics Sales 62

Quality Contact Solutions

OCTOBER 19, 2022

In addition, outsourcing allows the sales team to focus better on closing deals and increasing sales conversions. 5 Do’s for Call Center Appointment Setting 1. Do Your Research You’ll want to have a good idea of who you are speaking with, their industry, and what you have to offer.

Call Center 98

Call Center Scripts Telemarketing Best practices 98

ChurnZero

MARCH 24, 2023

From the most effective way to measure CS to the best approach for dividing up revenue responsibility, this debate will give you a lot to talk about and—who knows—it might just change perspective. They want to know: “What’s your one number?” This transcript has been lightly edited for readability and concision. Here’s why.

Upselling 98

Upselling Metrics SaaS Sales 98

Nicereply

JANUARY 17, 2024

Customer complaints are more than just an inconvenience; they can profoundly impact your business in two critical ways: Keep customers coming back Undertaking customer complaints is not just about addressing immediate issues; it’s about securing long-term customer relationships. Why solve customer complaints?

Complaint resolution 105

Complaint resolution Scripts Feedback Wait times 105

ChurnZero

MARCH 24, 2023

From the most effective way to measure CS to the best approach for dividing up revenue responsibility, this debate will give you a lot to talk about and—who knows—it might just change perspective. They want to know: “What’s your one number?” This transcript has been lightly edited for readability and concision. Here’s why.

Upselling 97

Upselling Metrics SaaS Sales 97

Help Scout

SEPTEMBER 14, 2021

With access to fewer resources and generally leaner teams, small businesses need to be more creative and tactful in their approach to customer service. Armed with those insights and learnings, you should be able to get started on — or refine — your own customer service program to start delivering consistently exceptional support.

Customer Service 127

Customer Service outsourcing Chief Customer Officer Self service 127

Call Experts

OCTOBER 5, 2023

Ultimately, a well-managed contact center can be the lifeline of your customer service operations. It bridges your business and customers, handling inquiries, resolving issues, and building lasting relationships. A satisfied customer is more likely to become an advocate for your brand. Why are Call Centers Important?

Contact Center 105

Contact Center Call Center outsourcing contact center solutions 105

ProProfs Blog

MAY 6, 2020

Though there is nothing wrong with the rise in the popularity of remote working, managing remote teams makes the job of a manager challenging. What makes managing a remote customer service team so daunting? What makes managing a remote customer service team so daunting? What Are the Challenges of Managing a Remote Team?

Management 162

Management Customer Service Best practices Entertainment 162

Fonolo

JUNE 22, 2021

With this in mind, it’s important that your best agents are happy and engaged enough with their work to stay put and make your contact center successful. Communication can make or break any team, regardless of industry or function. Weekly full-company meetings. It’s free – we promise!).

Call Center 151

Call Center call center software Employee engagement Gamification 151