ShepHyken

NOVEMBER 25, 2019

Each week I read a number of customer service and customer experience articles from various resources. The Jury Is in on the Future of Customer Experience by Lisa Loftis. My Comment: What does customer experience (CX) look like a year from now? How about ten years from now? What Is Customer Experience?

Customer Service 289

Customer Service Customer Experience Marketing 289

Beyond Philosophy

MAY 7, 2020

Cable companies are an excellent example of what NOT to do with your experience to promote customer-driven growth. Cable companies are an excellent example of what NOT to do with your experience to promote customer-driven growth. They give things to new customers only. Here are a few we shared: 1.

Customer centricity 437

Customer centricity Technical Support Consulting Consulting 437

Playvox

FEBRUARY 13, 2024

In an economy that’s pitched more than a few curveballs over the last five years, retaining and growing a loyal customer base is consistently a winning business strategy. How Do You Identify Top Customer Service Talent? Are you trying to boost customer sentiment ? Do you want to improve overall customer experience?

Contact Center 88

Contact Center Gamification Coaching Feedback 88

TechSee

AUGUST 14, 2023

TechSee’s Annual Influencer List For a second year, everyone at TechSee is proud and excited to share our annual list of influential leaders in the space of digital customer service. As the Head of Customer Support and Engagement at HotDoc, she is responsible for leading the customer support and engagement strategy.

Customer Service 207

Customer Service Customer centricity Contact Center Consulting 207

Help Scout

APRIL 29, 2021

Your customer service culture is not what your fancy “Customer Guarantee” promises, and it’s not whatever you say it is in your new employee handbook. Your culture is the set of beliefs held by your employees about your company: who and what it is for, what it values, and how they act in response to those beliefs.

Customer Service 139

Customer Service Customer centricity Chief Customer Officer Metrics 139

ShepHyken

JANUARY 10, 2022

Each week I read many customer service and customer experience articles from various resources. The New York Times) The meanness of the public has forced many public-facing industries to rethink what used to be an article of faith: that the customer is always right. (The Here are my top five picks from last week.

Customer Service 188

Customer Service Upselling Sales Customer retention 188

ShepHyken

FEBRUARY 19, 2023

Each week, I read many customer service and customer experience articles from various resources. My Comment: We start this week’s Top Five roundup with an interview with customer culture expert Jeff Toister. The gold in the article is his simple three-step approach to building a customer-focused culture.

Customer Service 156

Customer Service Surveys Customer Experience Personalization 156

Connect

APRIL 18, 2024

Gen AI is a trending topic because businesses and consumers are captivated by the potential applications the technology holds in how the world works and engages, with the AI arms race between OpenAI, Microsoft, Google, and Meta escalating with the public release of platforms like ChatGPT, Bing Chat, Baard (now Gemini) and Meta AI.

Virtual Agent 86

Virtual Agent Chatbots Average Handle Time Engineering 86

AWS Machine Learning

NOVEMBER 22, 2023

The IDP Well-Architected Lens is intended for all AWS customers who use AWS to run intelligent document processing (IDP) solutions and are searching for guidance on how to build secure, efficient, and reliable IDP solutions on AWS.

Best practices 85

Best practices Metrics Feedback Enterprise 85

ShepHyken

SEPTEMBER 28, 2020

Each week I read a number of customer service and customer experience articles from various resources. CX50 2020: Great customer experience starts with company culture by Morag Cuddeford-Jones. So, we start this week’s roundup with an article on culture that drives the CX. I can argue both sides.

Customer Service 189

Customer Service outsourcing Contact Center Customer Support 189

ShepHyken

MARCH 1, 2021

Each week I read a number of customer service and customer experience articles from various resources. Three Common and Enormous Mistakes Companies Make with Customer Experience (CX) Programs by Augie Ray. Foundational Steps for Customer Journey Mapping Initiatives by Dom Nicastro. Some good reminders here.

Journey mapping 200

Journey mapping Customer Service Customer centricity Self service 200

Playvox

MARCH 12, 2024

No matter how you may have reached out, one thing is likely to be true — you weren’t calling to tell the company how pleased you were with the product. Learning how to motivate agents in this kind of environment can seem difficult, if not impossible. The importance of agent motivation in a call center cannot be overstated.

Morale 78

Morale Gamification Contact Center Quality management 78

Horizon CX

FEBRUARY 29, 2024

While efficiency and productivity are undoubtedly essential, businesses must not forget the importance of treating customers with genuine kindness and respect. Let’s begin by delving into some of the implications of delivering perfunctory service and how that can negatively impact the business.

Morale 52

Morale Customer centricity Upselling Feedback 52

Call Experts

OCTOBER 5, 2023

Today, customer support plays a pivotal role in maintaining and growing a loyal customer base, enticing many companies to hire a contact center for their answering services. Ultimately, a well-managed contact center can be the lifeline of your customer service operations. Why are Call Centers Important?

Contact Center 105

Contact Center Call Center outsourcing contact center solutions 105

Global Response

FEBRUARY 28, 2024

The healthcare industry requires the highest level of precision and customer service. Patients need support as they navigate personal health issues and complex insurance coverage. Let’s explore healthcare BPO services and how your organization can effectively utilize them. It’s a win-win.

Healthcare 62

Healthcare outsourcing Best practices Business Process Outsourcing 62

Nicereply

MARCH 16, 2022

Customer Experience departments are the shapeshifter departments of an organization. Every company seems to understand and define customer experience differently and measure it with unique KPIs. She had a very unique solution to this structure: incorporating Sales into the Customer Experience team.

Sales 111

Sales Customer Experience Upselling Self service 111

Call Experts

APRIL 8, 2024

Today, customer support plays a pivotal role in maintaining and growing a loyal customer base, enticing many companies to hire a contact center for their answering services. Ultimately, a well-managed contact center can be the lifeline of your customer service operations. Why are Call Centers Important?

Contact Center 52

Contact Center Call Center outsourcing contact center solutions 52

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

JustCall

MARCH 28, 2023

Your customer-facing teams are at the heart of your business. Many sales and customer support teams are poorly trained, insufficiently equipped, and incoherent in execution. In this blog, we will cover the exact steps you can take to set your customer-facing teams for success.

Morale 52

Morale Sales Feedback Construction 52

TechSee

MAY 10, 2021

At TechSee, we have put that knowledge into practice with solutions that help our clients and their customers every day. This cutting-edge approach enables consumers to DIY for technical issues and helps contact center agents and field technicians provide remote guidance while seeing exactly what the customer sees.

Sales 109

Sales Enterprise Accountability Engineering 109

CSM Magazine

JANUARY 19, 2024

Business Administration is the lifeblood of any successful organization; it is the engine that drives growth, efficiency, and profitability. This article delves into why mastering business administration skills is a vital component for any organization aiming for sustained success.

Finance 59

Finance Technology Engineering Management 59

ClientSuccess

FEBRUARY 22, 2023

Have you ever wondered about the difference between customer success and customer support? While both are important for ensuring customer satisfaction and retention, they have different objectives and approaches. Unlike customer support, which is reactive, customer success is proactive.

First call resolution 70

First call resolution Best practices Upselling Education 70

delighted

OCTOBER 17, 2023

One crucial starting point is gaining an understanding of how your employees feel about working at your company, and the most effective way to do this is through an employee survey. This feedback then allows you to pinpoint problems, take data-driven action, and make a positive impact on company culture and employee happiness.

Surveys 81

Surveys Employee engagement Feedback Management 81

Fonolo

JANUARY 31, 2023

Call center training has always been one of the key pillars of running a successful call center. It plays a key role in keeping your agents aligned in their approach and messaging, as they support your callers daily. As the industry advances, so do the methods we use to ensure our workforce is performing at its best.

Call Center 141

Call Center Contact Center Coaching Gamification 141

OctopusTech

DECEMBER 21, 2023

We’ll delve into the key aspects of how outsourcing your call center could transform your company in this blog post. Understanding Outsourced Call Centers Outsourcing Call Center Services involves entrusting specific business functions, such as customer support, to external service providers.

outsourcing 62

outsourcing Call Center Multichannel call center professionals 62

SharpenCX

SEPTEMBER 22, 2021

They changed how people travel and enjoy time away from home. And, they’ve given other companies the best example of what a good customer experience looks like. And, they’ve given other companies the best example of what a good customer experience looks like. Example #1: They build trust by extending trust.

Customer Experience 128

Customer Experience Self service Contact Center Call Center 128

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

Help Scout

SEPTEMBER 24, 2021

Since there are multiple, distinct steps in the customer journey , some companies choose to separate these steps and have them managed by separate roles: The sales team handles pre-sales. A customer onboarding specialist manages onboarding. A customer success specialist owns lifecycle management.

Education 113

Education Government Sales Enterprise 113

Russel Lolacher

JANUARY 5, 2022

Whether you’re trying to start a successful social media presence for your public service organization or grow an existing one to better serve the public and your organization, there are a few key ingredients you’ll need to be impactful. Success Barriers. And if you don’t have them, you’re going to suck or stall.

Government 98

Government Management Personalization Metrics 98

AWS Machine Learning

MARCH 29, 2024

Amazon Lex provides advanced conversational artificial intelligence (AI) capabilities to enable self-service support for your organization’s contact center. With Amazon Lex, you can implement an omnichannel strategy where customers engage via phone, websites, and messaging platforms. This is the second post of a two-part series.

Cloud contact 93

Cloud contact Chatbots Contact Center APIs 93

Russel Lolacher

MARCH 29, 2022

Whether you’re trying to start a successful social media presence for your public service organization or grow an existing one to better serve the public and your organization, there are a few key ingredients you’ll need to be impactful. Success Barriers. Social public service isn’t effective off the side of your desk.

Government 98

Government Education Management Personalization 98

Nicereply

DECEMBER 7, 2022

A strong customer success team must be built consistently and with the right tools. In this article, we will tell you how to do it. Every business knows that customer success is key to maintaining loyal customers and ensuring positive word-of-mouth marketing. You can also explain to them the company culture.

SaaS 52

SaaS Morale Feedback Accountability 52

Horizon CX

MAY 19, 2023

In Customer Experience, we often hear about transformational change as one of the descriptors of those within the discipline and many CX professionals have fashioned and even subtitled themselves as organizational change agents. I was certainly an influencer in CX but not a lone change agent.

Customer centricity 52

Customer centricity Customer Experience Employee engagement Best practices 52

Integrity Solutions

NOVEMBER 23, 2020

A customer-centric strategy is about more than just a values statement or a directive to the team. Are your customers truly at the center of your business universe? A customer-centric culture is one that is relentlessly focused on putting what’s best for the customer at the core of everything you do.

Customer centricity 127

Customer centricity Coaching Finance Sales 127

SharpenCX

MAY 31, 2023

In the evolving world of customer service, contact centers play a vital role in ensuring customer satisfaction. High turnover rates not only lead to increased recruitment costs but also impact the overall customer experience. Foster a culture of respect, support, and open communication.

Call Center 76

Call Center Construction Coaching Morale 76

Nicereply

MARCH 10, 2021

Outsourcing customer support is an effective way to manage your customer service system, but it can be a double-edged sword. Customer support is the backbone of a lasting relationship between you and your customers (current and potential). Your brand can flourish or perish by your customer support system.

outsourcing 98

outsourcing Customer Support Automotive B2C 98

JustCall

MARCH 28, 2023

Sales success hinges on strong collaboration within the team. Mutual support When team members collaborate, they can confidently present to clients with the assurance that their colleagues are there for support. Continuous learning Collaborative sales teams foster a culture of continuous learning and professional development.

Sales 52

Sales CRM Best practices Morale 52