ShepHyken

JANUARY 6, 2020

Each week I read a number of customer service and customer experience articles from various resources. CCW DIgital) This article shares 8 key findings on CX Design and Strategy, according to our 2019 market study. I’m intrigued by the first of the six ideas, which focuses on culture, but not the corporate culture.

Customer Service 260

Customer Service Journey mapping Contact Center Customer Experience 260

ShepHyken

NOVEMBER 4, 2022

This week, we feature an article by Baphira Wahlang Shylla, a digital marketer at Knowmax , a SaaS company that provides knowledge management solutions for various industries that are seeking to improve their customer service metrics. She shares how BPOs can enhance your customer experience.

Customer Experience 162

Customer Experience Scripts Self service outsourcing 162

Fonolo

JANUARY 31, 2023

It plays a key role in keeping your agents aligned in their approach and messaging, as they support your callers daily. Aside from teaching critical skills and knowledge to new agents, it also has other benefits. Regular training sessions can also help sharpen both soft and hard skills, which makes for better overall customer support.

Call Center 141

Call Center Contact Center Coaching Gamification 141

TeamSupport

JUNE 20, 2023

Compounding these hurdles is the fact that providing excellent customer support is facing its own set of challenges. As customer support demand continues to increase by 11% per year, reduced staffing levels is causing 75% of customer service agents to face a serious risk of burnout. billion hours annually.

Best practices 97

Best practices Self service Chatbots Analytics 97

CSM Magazine

FEBRUARY 27, 2024

To succeed in this landscape, companies must have a knowledge management system that allows them to gather, analyse and utilise information effectively. A key tool for achieving this is an integrated knowledge platform. A unified knowledge platform ensures that decision-makers can access the insights easily.

Best practices 52

Best practices Marketing Analytics Metrics 52

Solvvy

MAY 10, 2022

We’re proud to share that Solvvy was recently recognized for its culture and values by some great organizations. Our mission at Solvvy has always been to deliver the best AI and machine learning product to customer support teams. We strive to inspire everyone at Solvvy to feel empowered. out of 5. .

Customer Support 83

Customer Support 83

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. Businesses that invest in high-quality call centers can stand out by providing superior support , ultimately attracting and retaining more customers.

Contact Center 105

Contact Center Call Center outsourcing contact center solutions 105

Global Response

FEBRUARY 26, 2024

High-quality customer service is when a company provides timely, attentive, efficient, and empathetic support to customers across all touchpoints. Technology enables businesses to offer omnichannel support , including email, chat, social media, mobile apps, and traditional phone support.

Call Center 62

Call Center Customer Service outsourcing CRM 62

JustCall

MARCH 28, 2023

Mutual support When team members collaborate, they can confidently present to clients with the assurance that their colleagues are there for support. This assistance during presentations can help fill knowledge gaps, address questions, and tackle any potential objections. Benefits of Effective Sales Team Collaboration 1.

Sales 52

Sales CRM Best practices Morale 52

ShepHyken

AUGUST 10, 2020

Each week I read a number of customer service and customer experience articles from various resources. Give them knowledge and you are on your way to a better experience. And, even if the focus is on the customer support/care center, most of these are good ideas for anyone who has customers – both internal and external.

Customer Service 232

Customer Service Customer retention Customer centricity Education 232

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. Their knowledge and impact is constantly reshaping the service industry. If you missed the 2022 list, you can check it out here.

Customer Service 207

Customer Service Customer centricity Contact Center Consulting 207

TechSee

OCTOBER 9, 2018

She tweets about her sleep quality and messages her roommate that her share of the rent has been paid with Venmo. Let’s be friends: Millennials are highly invested in their social networks, choosing to share their lives with friends and strangers on Facebook, Instagram and Snapchat. On average, Millennials own 7.7

Customer Service 359

Customer Service Self service Virtual Agent Chatbots 359

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. Businesses that invest in high-quality call centers can stand out by providing superior support , ultimately attracting and retaining more customers.

Contact Center 52

Contact Center Call Center outsourcing contact center solutions 52

JustCall

MARCH 28, 2023

Many sales and customer support teams are poorly trained, insufficiently equipped, and incoherent in execution. Observe and listen to the teams Take the time to listen to the experiences, challenges, and feedback of sales and customer support agents. This can help identify any potential gaps in training, tools, or resources.

Morale 52

Morale Sales Feedback Construction 52

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 162

Customer Service Customer centricity B2C Government 162

Vistio

MARCH 11, 2024

Solutions like Vistio’s AgentHub offers automation and real-time guidance, enabling agents to tap into a wealth of knowledge and support during live customer interactions, refining their skills and increasing their competency. Additionally, your employees’ feedback is a valuable resource when revising training programs.

First call resolution 52

First call resolution Contact Center Best practices Coaching 52

Horizon CX

APRIL 1, 2024

Yet, despite the abundance of resources and attention dedicated to customer experience (CX), many organizations still struggle to achieve higher levels of CX maturity. There are various CX maturity models, but they share some common characteristics. What is Customer Experience Maturity? What’s holding organizations back?

Journey mapping 52

Journey mapping Customer centricity Customer retention Feedback 52

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. It involves teaching team members to genuinely understand and share the feelings of the customer.

Wait times 89

Wait times Feedback CRM Surveys 89

JivoChat

APRIL 23, 2023

And despite widespread mockery (albeit from older folks) and criticism (honing in on data collection and a perceived inanity), the short-form video sharing app TikTok has swiftly secured a position as a dominant player in this space, boasting a massive user base — and that user base happens to span the globe. like Remote has in Spain).

Advertising 75

Advertising Marketing Analytics Metrics 75

Horizon CX

FEBRUARY 29, 2024

Negative Word-of-mouth: Dissatisfied customers are not only likely to take their business elsewhere but also to share their negative experiences with others. When employees are not adequately trained or supported to deliver genuine care to customers, they may feel disengaged and unmotivated in their roles.

Morale 52

Morale Customer centricity Upselling Feedback 52

Playvox

NOVEMBER 3, 2021

Teamwork, sharing knowledge and best practices feed company culture. Related Article: How to Maintain Your Company Culture as you Scale. What is a Collaborative Culture? At its core, a collaborative culture embodies the idea that we are better together. What Drives a Collaborative Culture?

Contact Center 103

Contact Center Calibration Construction Morale 103

Nicereply

JUNE 12, 2023

Good customer service training is one of the most important components of your support team’s success. A great customer service training program enables new hires to quickly make a positive impact, helping customers and boosting the success of your support team. Customer service isn’t just a box to check.

Customer Service 84

Customer Service Best practices Construction Customer centricity 84

Nicereply

MARCH 14, 2023

Being a support manager is a demanding job that requires constant learning. These 17 books contain critical lessons that every support manager will benefit from. Every customer support manager has a busy life. And what better way to expand your knowledge than picking up a book? Priorities are constantly competing.

Management 98

Management Call Center Metrics Entertainment 98

Horizon CX

MAY 19, 2023

Along with my new fascination with generative AI, I want to share the following recent conversation I had with ChatGPT about this very topic. An organizational transformation refers to a significant and intentional change in the structure, processes, culture, and strategic direction of an organization.

Customer centricity 52

Customer centricity Customer Experience Employee engagement Best practices 52

Beyond Philosophy

FEBRUARY 6, 2019

If you can’t produce results, you shouldn’t get the resources. There is a cultural issue. There is a scarcity of knowledge on how to do better work in Customer Experience. The problem is when their overhead is assigned to your resources it damages your ROI. Improve your knowledge and then share it with everyone you know.

Customer Experience 385

Customer Experience Journey mapping Customer centricity Surveys 385

Back Office Centers

DECEMBER 14, 2023

Corporate organizations, regardless of size, must adopt the right methods to assist in lowering overhead costs, increasing income, and supporting overall growth to be competitive at all times. Advantages of Outsourcing Your Back Office Work Being resource-aware is essential to remain ahead in the fast-paced corporate environment of today.

outsourcing 57

outsourcing Finance Accountability Business Process Outsourcing 57

JivoChat

JUNE 28, 2023

Instead, an exciting wave of Education Technology (EdTech) has ushered in a new era, redefining the way students learn, engage, and interact with knowledge. In the virtual classroom, many resources are readily available that can be accessed through a few clicks on a device.

Education 75

Education Technology Transportation Feedback 75

TechSee

MAY 10, 2021

At TechSee, we have put that knowledge into practice with solutions that help our clients and their customers every day. Our TechSee Sales Superstars are enterprising, resourceful, experienced and ambitious individuals who collaborate across functions (BD, Sales, Account Management, Pre-Sales, Customer Success) to deliver exceptional results.

Sales 109

Sales Enterprise Accountability Engineering 109

TechSee

APRIL 16, 2019

But thanks to a new wave of fresh approaches, that reality could be ripe for change as enterprises set about building a call center culture of excellence. Improving Contact Center Culture. Sharing the Knowledge. In fact, agents are leaving their positions at more than twice the average attrition rate of other jobs.

Call Center 126

Call Center Contact Center Agent Empowerment Coaching 126

JustCall

MARCH 6, 2023

Provide proper training and resources and help agents to chart out a career plan Providing proper training and resources can greatly improve agent productivity. Foster a team culture: Encourage a team culture where agents feel comfortable sharing their thoughts, ideas, and experiences.

Coaching 52

Coaching Call Center Scripts Construction 52

OctopusTech

SEPTEMBER 9, 2023

Have you ever dialed a customer support number and found that the person at the other end lives halfway across the globe? High-quality customer support is one of the major factors that help businesses grow their customer base. This is where call center outsourcing plays a major role. What is Call Center Outsourcing?

Best practices 62

Best practices outsourcing Call Center virtual call center 62

Playvox

APRIL 25, 2023

Make A Plan Despite the ongoing debate on the benefits and drawbacks of in-person, hybrid, and remote work, recent data and predictions support remote and hybrid work in a contact center. Finding the right way to train new representatives and provide ongoing improvement and knowledge will keep them engaged and top performing.

Contact Center 79

Contact Center Contact center software Gamification Feedback 79

Nicereply

MARCH 16, 2022

Some treat Customer Experience as a synonym to Customer Success, others see Success and Support as part of the CX team, and still, others prefer it reports into Sales as a way to increase upsells and renewals. At Olark, there’s very much a culture of promoting from within. I was in support leadership for a couple years.

Sales 111

Sales Customer Experience Upselling Self service 111

CSM Magazine

JULY 12, 2023

It is crucial for organizations to prioritize internal customer service in such settings, ensuring that employees receive the support they need to carry out their duties effectively while mitigating risks and fostering a culture of well-being. Implement wellness programs that address the physical and mental health needs of employees.

Customer Service 52

Customer Service Construction Healthcare Feedback 52

HGS

JUNE 11, 2018

Imagine you’re a Fortune 100 company spending millions on marketing to create and support your brand, but you don’t prioritize social media support. Instead they are faced with thread after thread of negative customer feedback and lackluster product support. Specialize your channels and align with your CX support.

Feedback 100

Feedback Education Customer Care Marketing 100

Nicereply

SEPTEMBER 7, 2021

When done well, support enablement will result in happier employees, happier customers, and a more polished product. But support enablement is equally important, and it’s often overlooked. But support enablement is equally important, and it’s often overlooked. What is support enablement? Happier employees.

Sales 100

Sales SaaS Customer Support Best practices 100

Blueship Call Center

DECEMBER 12, 2023

The idea of outsourcing first surfaced as a way to relieve businesses of the burden of handling non-core operations, which may include everything from payroll and human resources to finance and accounting. Corporate culture. We think that culture is shaped by the CEO. Does the seller share your cultural values?

outsourcing 73

outsourcing Call Center Business Process Outsourcing Contact Center 73