Beyond Philosophy

DECEMBER 3, 2022

Customers are fickle. What once may have exceeded your customer’s expectations one day becomes ordinary the next. ” your customers. In some ways, your customers are the millionaire in this scenario. In some ways, your customers are the millionaire in this scenario. Or at least they appear to be.

Consulting 195

Consulting Consulting Surveys Personalization 195

ShepHyken

SEPTEMBER 4, 2023

Each week, I read many customer service and customer experience articles from various resources. Elevating Customer Experience: Embracing Hospitality as the Foundation by Charles Ryan Minton (Newsweek) When it comes to providing exceptional customer experiences, few industries excel quite like the hotel business.

Customer Service 169

Customer Service Customer retention SaaS Best practices 169

VirtualPBX

JANUARY 11, 2024

Our team expanded with the addition of passionate leaders in Product and Sales, while the integration of our Customer Service team fostered collaboration. These efforts led to significant milestones, notably the successful launch of VirtualText Forward. Your unwavering support and feedback have been integral to our growth and success.

Contact Center 98

Contact Center Customer centricity Sales Feedback 98

ShepHyken

JULY 15, 2022

He shares how organizations can gain loyal customers by providing an experience that exceeds expectations. We’ve entered a new era of service where businesses that are serious about scaling and retaining their customers — especially small businesses using continuity models (e.g., 10x Treatment for New Clients. Conclusion.

Coaching 330

Coaching Customer centricity Accountability Feedback 330

Bill Quiseng

DECEMBER 6, 2023

FIND KEEP Your business success is not dependent on how many candidates you find. Ultimately, your employees will exceed customer expectations. Do not take for granted the immense impact a concerned, vital group of employees can do to enhance the image and success of your business. Don’t just be good.

Employee engagement 158

Employee engagement Management Personalization Customer Service 158

ShepHyken

MAY 17, 2021

Each week I read a number of customer service and customer experience articles from various resources. How to handle customer complaints? Alibaba.com) This article summarizes 4 common types of customer complaints and worked out 6 tips to handle them smartly and strategically. Here are my top five picks from last week.

Customer Service 202

Customer Service Customer retention Marketing Sales 202

kommunicate

MARCH 31, 2023

Last Updated on March 31, 2023 Customer support is the backbone of any successful business, as it directly impacts customer satisfaction, loyalty, and retention. To meet and exceed customer expectations, customer support teams must possess a range of skills.

Customer Support 98

Customer Support 98

ShepHyken

MAY 20, 2022

This week, we feature an article by Simona Benetinová, content manager at Nicereply , a company that helps organizations, of all sizes, provide outstanding customer service. She writes about customer loyalty and why your team should care about your brand’s Net Promoter Score. What is customer loyalty?

Customer Service 183

Customer Service Best practices Surveys Feedback 183

NobelBiz

APRIL 8, 2024

It is with great pride that we announce that NobelBiz OMNI+ has been honored with the prestigious 2024 CUSTOMER Product of the Year Award, presented by TMC. This accolade is a testament to our relentless pursuit of excellence and our unwavering commitment to innovating the customer service technology landscape.

industry standards 52

industry standards Contact Center CRM Call Center 52

ShepHyken

NOVEMBER 6, 2019

What I’m about to share with you is a simple question to ask your customers—and even your employees—that will help you meet, and even exceed their expectations. This question is about success, for both you and your customers. When I answered, it told Dan what I considered to be my most important success criteria.

Coaching 244

Coaching Sales Customer Service Personalization 244

SmartAction

JUNE 27, 2023

Embrace automation for contact center success in 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.

Contact Center 83

Contact Center Virtual Agent Agent burnout Self service 83

ClearAction

APRIL 16, 2024

8 Voice of Customer Keys to CX ROI Lynn Hunsaker Voice of Customer is the basis for customer-centricity. Whatever is out of sync with customers costs you a lot in tied-up resources and lost opportunities. Therefore, Voice of Customer should be very good at driving changes to the business, accordingly.

Customer centricity 62

Customer centricity Surveys Management Feedback 62

IdeasUnlimited

NOVEMBER 29, 2023

These prestigious awards place IdeasUnlimited in the top echelons of the industry, signifying not only its success but also its unwavering dedication to providing outstanding BPO and call center services. At the heart of IdeasUnlimited’s success lies an unwavering commitment to delivering high-quality services.

Business Process Outsourcing 59

Business Process Outsourcing industry standards Call Center outsourcing 59

TechSee

OCTOBER 2, 2023

In the world of customer loyalty, service is the currency paid. It’s a fundamental truth backed by decades of research – when mistakes happen, customers expect service providers to step up and help them make the most of their offerings. It illustrates how it can turn a frustrated customer into a delighted one.

Customer Service 124

Customer Service Customer Experience 124

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. Diminished Customer Satisfaction: Perfunctory service often results in customers feeling neglected, unappreciated, and dissatisfied with their overall experience.

Morale 52

Morale Customer centricity Upselling Feedback 52

Global Response

MARCH 26, 2024

It streamlines processes, saves money, and improves the overall quality of customer service. Today, we’ll explore BPO vendor management and how you can establish a successful and long-lasting partnership. Evaluate the vendor’s performance metrics and quality control processes to ensure they meet your expectations.

Best practices 62

Best practices Management outsourcing Business Process Outsourcing 62

TeamSupport

DECEMBER 8, 2023

In today’s customer-centric market, providing exceptional support is non-negotiable. According to research by Microsoft, 59% of consumers have higher expectations for customer service than they did the year prior. Is your company prepared to deliver exceptional post-sale customer support?

Customer Support 105

Customer Support Analytics Upselling Customer centricity 105

Totango

FEBRUARY 9, 2024

Similarly, to be successful, an enterprise needs to be able to prevent churn and increase revenue growth. Distinguishing between these two metrics can provide insight into the health and success of your company, so let’s take a deeper look into what each metric is, how to calculate them, and how to apply them. What is gross retention?

Upselling 108

Upselling Metrics Enterprise Best practices 108

IdeasUnlimited

FEBRUARY 12, 2024

IdeasUnlimited stands as a paragon of innovative support solutions, customizing our offerings to meet the diverse needs of our global clientele. For IdeasUnlimited, this award is not merely an award but a mirror of our customer-centric approach and proficiency in delivering unparalleled support services.

Technical Support 52

Technical Support Call Center call center solutions Customer centricity 52

CSM Magazine

JANUARY 22, 2024

Any accounting company that wants to grow must prioritize its approach to customer service. In this article, we’ll share ten tips for accounting companies to improve their customer service and keep their clients happy. Increase Responsiveness Your clients want to know that you are as invested in their success as they are.

Accountability 52

Accountability Customer Service Best practices Technology 52

VirtualPBX

APRIL 10, 2024

It serves as a central point where customers can reach out for assistance and support through various channels. Within these centers, dedicated customer service representatives work diligently to address customer inquiries. White-Glove Customer Service At VirtualPBX, we understand the importance of exceptional customer service.

Contact Center 59

Contact Center Wait times CRM Healthcare 59

NobelBiz

APRIL 1, 2024

We’ll keep working hard to fulfill and even surpass your expectations. Our commitment to providing exceptional products and services to our customers has truly paid off, and we are grateful for the recognition. We are honored to serve our customers and will always work to exceed their expectations.’

Call Center 52

Call Center Contact Center Marketing 52

Fonolo

OCTOBER 19, 2023

Contact center managers know that SLAs are essential for defining and measuring success for their businesses. These agreements are the bedrock of contact center operations, dictating resource allocation and defining success metrics. A rigid timeframe for all customers doesn’t make sense – especially without data to back it up.

Contact Center 81

Contact Center Service level Abandon rate Construction 81

SharpenCX

DECEMBER 22, 2020

As customer expectations continue to soar, company leaders like you want to ensure they deliver good customer service. But what is good customer service, and how do companies achieve it? What is good customer service? Your agents are a big reason your customers choose to do business with you.

Customer Service 76

Customer Service Contact Center Coaching Wait times 76

Lumoa

OCTOBER 24, 2023

Success in customer experience (CX) can be represented by numbers. A high Net Promoter Score (NPS), a large number of new customers in a month, or fewer unsatisfactory customer service request conclusions, are just some of the metrics we use to measure an effective customer experience.

Customer Experience 83

Customer Experience Healthcare Metrics Customer emotions 83

TeamSupport

OCTOBER 4, 2022

A customer can expect everything from the ordinary to the seemingly impossible. But whether or not a customer is asking you to take them to the Moon or provide a simple reporting apparatus, your business needs to be able to meet their expectations in at least some manner, or risk the consequences.

Management 126

Management B2B Customer Support Customer centricity 126

VirtualPBX

FEBRUARY 27, 2024

This recognition is a testament to our unwavering commitment to serving small businesses with innovative communication solutions and unparalleled customer service. We are incredibly proud of this achievement and grateful for the trust and support of our valued customers. “

Contact Center 59

Contact Center Customer Service Marketing Technology 59

CSM Magazine

MARCH 13, 2024

Activewear brand, Sweaty Betty, has achieved transformational success by partnering with customer experience (CX) experts Sabio Group to overhaul its customer service experience. Overall, the enhancements empowered customers to engage with the brand on their channel of choice – whether self-service, email, web or chat.

Customer Experience 52

Customer Experience Self service Customer Care Chatbots 52

SharpenCX

DECEMBER 23, 2020

We see a glimpse of light, and the thought of a better year has our wheels turning on how to improve our businesses, fine-tune our operations, and deliver outstanding customer service, without the barrage of stressors we felt in 2020. Read Next] The future of customer service in a post-covid world.

Customer Service 145

Customer Service Contact Center Self service Metrics 145

GetFeedback

JULY 19, 2019

When it comes to customer experience (CX) , I can think of many, many things we all know to be true. . We can all agree customers expect more of us than ever. Research reflects it, too: 76% of consumers expect companies to understand their needs and expectations. 1: map your customer journey.

Airlines 123

Airlines Benchmark Surveys B2C 123

The Northridge Group

SEPTEMBER 13, 2023

Quality Monitoring is an essential tool used by many businesses to improve customer experience in their contact centers. Empathetic Associates When customers call government agencies it is often with issues that are quite sensitive and may cause them financial hardship. Well-designed role-playing exercises can help bridge that gap.

Government 67

Government Contact Center Coaching contact center associations 67

CSM Magazine

OCTOBER 27, 2023

You know that excellent customer service is the heart of any successful business. Let’s explore why diversifying your abilities can unlock a level of service that truly delights your customers. This versatility eliminates the need for customers to seek solutions elsewhere, fostering loyalty to the business.

Customer Service 64

Customer Service Customer centricity Coaching Customer retention 64

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

Nicereply

NOVEMBER 23, 2023

Customer satisfaction is at the heart of successful Customer Experience (CX). In today’s market, consumers have more options and expect more from brands. But staying focused on customer satisfaction can be tough with so many daily tasks and goals. Addressing satisfaction proactively keeps customers onboard.

SaaS 59

SaaS Feedback Brand ambassadors B2B 59

VirtualPBX

FEBRUARY 27, 2024

This recognition is a testament to our unwavering commitment to serving small businesses with innovative communication solutions and unparalleled customer service. We are incredibly proud of this achievement and grateful for the trust and support of our valued customers. “

Contact Center 52

Contact Center Customer Service Marketing Technology 52

CSM Magazine

NOVEMBER 1, 2023

The customer experience (CX) landscape constantly evolves. With new technologies, increased competition, and higher customer expectation, the ability to deliver exceptional CX continues to be a challenge – so sitting still isn’t an option.

Customer Experience 52

Customer Experience Journey mapping CRM Analytics 52

Outsource Consultants

JANUARY 3, 2024

Our insights draw from current trends, emerging technologies, and the changing needs of businesses and customers. Both our client and BPO success teams focused consultations on how to improve work environments for agents, and, ultimately, the customers they served.

Call Center 67

Call Center outsourcing Morale Interactive Voice Response 67