Beyond Philosophy

NOVEMBER 12, 2020

Digital experiences are a crucial part of your Customer Experience , especially during the pandemic. No matter where you fall on that spectrum, we have some essential considerations for designing your digital experience in the form of 5 rules. Moreover, the glasses were taking a long time; weeks it seemed to me.

Chatbots 407

Chatbots Consulting Consulting Government 407

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

ShepHyken

MARCH 28, 2022

Each week I read many customer service and customer experience articles from various resources. Research: How Employee Experience Impacts Your Bottom Line by Kate Gautier, Tiffani Bova, Kexin Chen, and Lalith Munasinghe. Enough said! 78% of customers prefer immediate benefits over accumulating points.

Customer Service 162

Customer Service Entertainment Personalization Customer Experience 162

Beyond Philosophy

JUNE 11, 2021

In my early career, I never thought I could fire a customer. I felt like if a customer wanted to be a customer, I should let them. Now, I believe that the customer relationship goes both ways and customers that aren’t treating your organization or employees well should get sacked.

Airlines 249

Airlines Accountability Banking Telecommunications 249

Beyond Philosophy

JANUARY 24, 2018

By EX, of course, we mean employee experience. Customer experience optimization has, for some time, been the stated goal of many enterprises around the world. Where the role of employees in meeting that goal is concerned, however, there has been a tacit belief that the equation “happy employees = happy customers” works.

Enterprise 250

Enterprise Consulting Consulting Employee engagement 250

Beyond Philosophy

JULY 29, 2021

My global Customer Experience consultancy, Beyond Philosophy, has been recognized by Financial Times as one of the leading management consultancy organizations for the past three years. So, today, we will look at the 5 Rules for building a successful Customer Experience team. . I have used them many, many times.

Customer Experience 222

Customer Experience Consulting Consulting Customer centricity 222

Beyond Philosophy

APRIL 9, 2021

Let’s imagine that you’re an account manager with 200 customers. If you know that 80 percent of your revenue comes from 20 percent of those customers, what do you think happens to the other 80 percent that only accounts for 20 percent of the revenue? I understand this concept from personal experience. Not Magic, But Time.

Management 392

Management Accountability Consulting Consulting 392

Beyond Philosophy

JUNE 25, 2021

They are all part of three news stories that, believe it or not, give you insight into improving your Customer Experience. There are many news stories that don’t seem to be about Customer Experience, but, upon second glance, really are. Moreover, you should understand the culture where your customers live.

Customer Experience 384

Customer Experience Airlines Consulting Consulting 384

Beyond Philosophy

JUNE 16, 2022

As you might know, my podcast does an “I’m in a Pickle” feature where business people send in their business problems with customer strategy for our consult. Christine writes, “Our organization does not take complaints or our Voice of the Customer program seriously. So, what can we do now? It drove me mad.

Customer centricity 195

Customer centricity Education Consulting Consulting 195

Fonolo

FEBRUARY 27, 2023

While the industry is no stranger to new technologies and automation, modern self-service tools have really changed the game when it comes to supporting customers. You may have already interacted with self-service tools as a customer. Self-Service is Now a Standard Expectation Today’s customers are more resourceful than ever.

Self service 142

Self service Contact Center Chatbots Consulting 142

TechSee

MARCH 2, 2023

What enterprise experience does your team have in my industry? As a potential customer, you want to set expectations upfront and understand how other companies have practically benefitted from an AI solution. It isn’t enough to assess the effectiveness and reliability of the system in a controlled environment. If so, how?

Enterprise 109

Enterprise Coaching Chatbots Self service 109

JustCall

APRIL 9, 2024

Stressed-out agents face burnout during peak times and feel underutilized when things slow down —– it’s not a recipe for success. What causes unexpected call volume fluctuations Seasonal trends: Certain times of the year, such as holidays or peak shopping seasons, may result in increased call volumes. But fear not.

Agent Empowerment 40

Agent Empowerment Self service Interactive Voice Response Call Center 40

Fonolo

AUGUST 17, 2021

To optimize your call center’s performance, you need to think about improving your customers’ experience. After all, customer-centric companies are 60% more profitable. While incredible customer service should always be a call center’s goal, it shouldn’t be your only goal. But it’s not enough.

Call Center 156

Call Center Abandon rate Average Handle Time First call resolution 156

Fonolo

JANUARY 31, 2023

Most people think of training as a one-time event or program, but that’s just the tip of the iceberg. Yes, training agents to use the phones and customer management systems is important, but agents must also learn and practice ‘soft-skills’ like empathy and active listening every day.

Call Center 141

Call Center Contact Center Coaching Gamification 141

Bill Quiseng

APRIL 25, 2021

When first confronted with this pandemic we moved quickly to identify the high risks for our employees and our customers and then worked to define the action steps required to minimize those risks. As a direct result of the pandemic, customer expectations have changed dramatically. QUI Customer Experience Strategies from the Pandemic.

Customer Experience 190

Customer Experience Airlines Feedback Marketing 190

Vistio

MARCH 11, 2024

Whether your agents are in sales, customer service, or any other client-facing role, the success of your business often hinges on the effectiveness of your agent’s training. It’s not as simple as ticking off a checklist or waiting for positive customer reviews to start rolling in.

First call resolution 52

First call resolution Contact Center Best practices Coaching 52

NobelBiz

MARCH 5, 2024

Are you grappling with the complexities of call center metrics, seeking to elevate customer experience, and driving operational excellence through insightful data analysis? We fully understood the need for customizable reports and wanted our product to be flexible enough to deliver general and specific reports.

Call Center 59

Call Center Contact Center Abandon rate Average Handle Time 59

Real Blue Sky

NOVEMBER 21, 2023

It’s a time when growth strategies of the past may no longer bring the same results, and the quest for sustainability can seem like an uphill battle. Yet, it’s also a time ripe with potential for those willing to pivot and innovate. Our ethos is rooted in the power of transformation and adaptability.

Employee engagement 105

Employee engagement outsourcing Upselling Customer retention 105

Help Scout

JULY 13, 2021

Sometimes the customer service teams who are supposed to be solving problems somehow manage to make them so much worse instead. These are their stories — along with some tips to help you avoid ending up on this list next time we update it! Get responsible: Center the customer’s perspective. Use systems to catch outliers.

Customer Service 136

Customer Service Scripts Chatbots Airlines 136

SmartAction

JUNE 27, 2023

In today’s fast-paced world, delivering efficient and effective support while maintaining high customer satisfaction levels is crucial. These AI-powered systems engage customers in natural language conversations, providing accurate and autonomous responses. They sound like real people, delivering exceptional service.

Contact Center 83

Contact Center Virtual Agent Agent burnout Self service 83

TechSee

OCTOBER 13, 2020

However, these measures often prove ineffective in the long term as they negatively affect the customer experience. Fewer technicians – or less skilled technicians – can mean longer time-to-fix rates or decreased first-time-fix rates, KPIs that notoriously frustrate customers.

Contact Center 202

Contact Center outsourcing Surveys Wait times 202

COPC

DECEMBER 23, 2022

High-performing organizations spend time creating company values that link employee engagement to broader customer experience strategies and the company’s overall success. One-on-one performance reviews are a perfect time for team leaders to listen to their staff and understand what is working or not working.

Employee engagement 87

Employee engagement Coaching Business Process Outsourcing Feedback 87

Nicereply

MAY 4, 2022

But it’s more than just a customer service department. It is one of the most important ways you can build meaningful relationships with your customers, strengthen their trust in your brand, and ultimately drive new sales. This is why creating a stellar customer experience is essential for your eCommerce business.

Best practices 98

Best practices Self service Sales Surveys 98

CSM Magazine

FEBRUARY 14, 2024

Thus, they can use resources better. Call tracking gives very useful information about what customers do in the solar business. Call analytics help you understand your customers and what they need. Call analytics records info about incoming calls like numbers, how long they last, time of day, and place.

Analytics 52

Analytics Marketing Advertising Sales 52

CSM Magazine

JULY 13, 2022

Contact centers are struggling to deliver much-needed CX innovation while battling against rising contact volumes, agent attrition and customer churn, according to a new survey of 1000 contact center leaders in the US, UK and Australia from Censuswide. Agent attrition is on the increase for 68% whilst 70% reported escalating customer churn.

Contact Center 59

Contact Center Surveys Healthcare Abandon Call 59

DMG Consulting

SEPTEMBER 14, 2021

Employers are trying to figure out if they should require their employees to come back to work in the office and, if so, whether it should be on a full-time or hybrid basis. Leaders are reconsidering the importance of informal (water cooler) meetings and whether these in-the-office experiences are positive or negative.

Employee engagement 98

Employee engagement Management Real estate Contact Center 98

SharpenCX

AUGUST 7, 2023

But each call center agent can only handle one call at a time. That means you have to get smarter and more efficient about using their time and resources to serve as many people as possible. But sometimes, customers just want to talk to another human. Provide omnichannel customer support so they have more options.

Chatbots 67

Chatbots industry standards Call Center Scripts 67

Lumoa

MARCH 21, 2023

For example, there are plenty of good customer experience books to read if you want to learn more about customer experience. To help you out, we have listed our top 10 must-read customer experience books. In This Article: Customer Experience 3 The Cult Of The Customer Chief Customer Officer 2.0

Customer Experience 94

Customer Experience Chief Customer Officer Customer centricity Management 94

Real Blue Sky

SEPTEMBER 12, 2023

Navigating the Complexities of Customer Service Outsourcing to Boost Efficiency, Customer Satisfaction, and Profitability Introduction Navigating the intricate maze of customer service is no small feat. That’s why it can pay to use a customer service vendor management expert. The challenges are many.

outsourcing 105

outsourcing Management Customer Service Contact Center 105

Hello Customer

JUNE 21, 2021

This is not the part where the value of customer experience lies. Because the process enough isn’t enough for a good customer experience. He turned the process into an experience. The development of processes by people that are far away from the customer is a death sentence for customer experience.

Scripts 98

Scripts Feedback Chatbots Customer Experience 98

Lumoa

JUNE 14, 2023

You’ve designed your NPS survey and emailed it to all your customers—and the results are in… but not those you were expecting. When it comes to gauging customer sentiment and loyalty, few metrics enjoy such widespread acclaim as the Net Promoter Score (NPS). Does it spell doom for your business? Well, not so fast.

Customer centricity 83

Customer centricity Airlines Metrics Feedback 83

Fonolo

SEPTEMBER 28, 2022

Every call center knows customer feedback is precious. That’s why we invest staff, time, and technology budgets into call center software and organic outreach to learn how customers feel about the service they receive. An after-call survey is a series of questions requesting customer feedback right after an interaction.

Scripts 138

Scripts Surveys Interactive Voice Response Call Center 138

AWS Machine Learning

NOVEMBER 21, 2023

These searches serve as a gateway to new discoveries, cherished experiences, and lasting memories. Delivering a superior customer experience to instantly find the music that users search for requires a platform that is both smart and responsive. Amazon Music uses the power of AI to accomplish this.

Calibration 83

Calibration Engineering Education Technology 83

Playvox

JUNE 7, 2023

While workforce management on the whole can sound boring, high-tech, and at times confusing, there is logic to the madness. Take A Closer Look At Your WFM Efforts The motto for workforce management (WFM) is having the right people in the right place at the right time — along with the right skills. Are our employees productive ?

Management 52

Management Contact Center Abandon rate Metrics 52

Help Scout

AUGUST 5, 2021

These descriptions of burnout were recently shared with me by customer service professionals. Though it is not a medical diagnosis, burnout afflicts far too many customer service staff. Why are customer service professionals so prone to burnout? Why are customer service professionals so prone to burnout?

Customer Service 135

Customer Service Management Customer centricity Customer emotions 135

Tethr

AUGUST 18, 2020

There is no such thing as placing too much emphasis on the customer experience. But are you committed to securing the resources to do so? So are you investing enough in the customer experience? If you have to ask whether you’re doing enough, the answer is almost certainly no. Probably not.

Customer Experience 110

Customer Experience Customer centricity Customer effort Enterprise 110

Global Response

MARCH 27, 2024

An effective call center script balances consistent service quality with personalized customer interactions. While customer service scripts are incredibly useful and beneficial, they can also be challenging to create. While customer service scripts are incredibly useful and beneficial, they can also be challenging to create.

Scripts 62

Scripts Call Center Customer Service Coaching 62