Toister Performance Solutions

JANUARY 14, 2020

Predictably, my first customer encounter ended in a service failure. My entire work history was just 15 minutes long, so I hadn’t even learned basic customer service skills. One of the biggest reasons we routinely get poor service from customer service employees is they've never been trained.

Customer Service 62

Customer Service Contact Center Personalization Surveys 62

Toister Performance Solutions

SEPTEMBER 16, 2021

"The shipping container is stuck in customs." Backorders were piling up and customers were getting agitated at the wait. We had been getting a slew of angry phone calls and emails from customers who wanted to know why their order hadn’t arrived. I was managing a customer service team for a catalog company.

Customer Service 90

Customer Service Customer Experience Management 90

Callminer

APRIL 23, 2019

PCI DSS is a set of strict regulations created to protect private financial information and prevent credit card fraud. To ensure the quality of customer service. A potential drawback of manually pausing is that part of a conversation could be missed if the representative fails to resume recording.

Best practices 159

Best practices Call Center Banking Contact Center 159

Enghouse Interactive

AUGUST 30, 2021

While Christmas is the biggest peak for industries such as retail, every organisation faces surges in demand that they need to meet. For example, demand for food delivery services dramatically increased during lockdowns. So organisations need to be ready for planned and unplanned peaks, particularly when it comes to customer service.

Customer Service 58

Customer Service Self service Cloud contact Chatbots 58

Netomi

MARCH 21, 2023

From product recommendations to one-on-one personal shopping and customer support to order management, the use cases for ecommerce chatbot solutions are endless. There’s a healthy new pipeline of digital-first retailers built on the idea of customer-obsession and seamless end-to-end experiences. Here are our favorite use cases: 1.

Chatbots 52

Chatbots Entertainment Personalization Virtual Agent 52

Connecting the Dots

SEPTEMBER 7, 2020

Many consulting and training organizations point directly to employee attitudes and behaviors as the cause of more than two thirds of customer attrition. Barriers to giving good service frustrate employees…and then employees get the blame from customers… this is what makes employees unhappy. The employee service delivery survey.

Surveys 62

Surveys Education Calibration Contact Center 62

Callminer

AUGUST 1, 2017

If customers are being sent to the wrong department, then they tied up customer service personnel from helping the right people. Just by using software, you can scale from one customer representative agent to one thousand and back again without dealing with any downtime. Meet Our Panel of Contact Center Experts: .

Contact Center 334

Contact Center Call Center Average Handle Time Real estate 334

aircall

DECEMBER 28, 2020

If your company made the leap to develop distributed teams in recent years, you’re surely realizing the benefits of using the distributed team model. Once distributed teams are in place, you may find that your workflows are more efficient, your business is growing, and it’s time to scale. Why You Use a Distributed Team Model .

Analytics 62

Analytics Call Center Agent burnout Metrics 62

Playvox

APRIL 4, 2023

They’re protecting and building your company’s brand — no matter what they have to deal with from customers. Signs And Effects Of Poor Agent Emotional Well-Being In Your Contact Center Working with customers requires a lot of emotional labor from your customer service center agents — even if customers are happy.

Contact Center 78

Contact Center Agent burnout Morale Coaching 78

Connecting the Dots

JULY 27, 2020

The work of John Goodman and Marc Grainer , two of Customer Care Measurement & Consulting’s principals, led to a customer care revolution in the United States, and for both, an ongoing passion to monitor and continuously optimize the customer experience to create a win-win for buyers and sellers.

Customer Care 62

Customer Care Government Engineering Education 62

GetFeedback

AUGUST 14, 2019

Let’s talk about customer satisfaction. . In customer experience (CX) terms, we often dismiss Customer Satisfaction Score (CSAT) measurement as too simple. But I see a place for Customer Satisfaction Score (CSAT), based on organizational goals, resources, and structure. Can CSAT improve customer experience? .

Metrics 109

Metrics Journey mapping Surveys Feedback 109

Spearline

JULY 6, 2017

Identify issues with numbers before customers do. Customers don’t call a second time to complain about a poor experience, they simply switch providers. Customers don’t call a second time to complain about a poor experience, they simply switch providers. Without them, customers wouldn’t be able to get through.

Call flow 61

Call flow Benchmark Metrics Sales 61

Inbenta

JUNE 30, 2021

Chatbots are one of the hottest current trends in customer service. No wonder why almost every business out there that deals with huge amounts of support requests has implemented or is considering the implementation of a chatbot or conversational platform to automate customer interactions. . Gol Airlines. TravelClub. Conclusion.

Chatbots 105

Chatbots Airlines Healthcare Self service 105

Nicereply

JANUARY 11, 2023

A robust Voice of the Customer (VoC)strategy equips you with all the data you need to understand your customers better than ever before. What’s the biggest difference between a business that succeeds and one that fails? But knowing your customers isn’t something that happens overnight.

Education 52

Education Feedback Coaching Surveys 52

Infinity

DECEMBER 16, 2021

Reduced footfall, decreased budgets and lockdowns have done no favours for the industry, presenting retailers with some of their biggest challenges to date. A recent UK 2021 report on the state of the customer experience revealed that as many as 30% of UK B2C companies are still not back to pre-pandemic CX levels.

Customer Experience 52

Customer Experience Analytics B2C First call resolution 52

aircall

MAY 21, 2021

Do you know what your customers are looking for in a good customer experience? They want your services to be informative, helpful, accessible, easy, and timely. Do you think that your customers would give you a 5-star rating on every account? At the same time, customer expectations changed.

Journey mapping 62

Journey mapping Sales CRM Call Logging 62

Liveops

JULY 24, 2018

How to detect and prevent omnichannel failures. When call centers live and die by the customer experience, the rise of “omnichannel”—or any other hotly debated customer experience issue—deserves due consideration. Feast continued, “As a result, customers feel that they are speaking with someone who is apathetic to their needs.

Call Center 48

Call Center Self service Contact Center Customer Service 48

Connecting the Dots

SEPTEMBER 9, 2019

Many consulting and training organizations point directly to employee attitudes and behaviors as the cause of more than two thirds of customer attrition. Barriers to giving good service frustrate employees…and then employees get the blame from customers… this is what makes employees unhappy. The employee service delivery survey.

Surveys 48

Surveys Education Calibration Contact Center 48

ijgolding

JANUARY 12, 2018

What makes it even worse, is that these commuters have had the pleasure of paying up to 5% more for their train tickets this week for the privilege!! UK rail commuters have had the pleasure of paying 5% more for a significantly worse service. Many of the UKs train franchise owners are in the midst of an industrial dispute.

Transportation 62

Transportation Government Personalization Customer Experience 62

C Space

JUNE 23, 2020

The Brand Move Roundup – June 23, 2020. We’re tracking the notable brand moves & highlighting the companies who are tackling this challenge successfully. Seventeen weeks ago, when the gravity of the situation became clear, we started daily reporting on how brands were dealing with the COVID-19 crisis. Will this time be different?

Airlines 52

Airlines Transportation Entertainment Advertising 52

JustCall

APRIL 20, 2022

A happy customer is the cornerstone of a growing business. But just offering “good” products or services isn’t sufficient. There are several other factors that influence customers’ delight and satisfaction. Their pain points are one big roadblock on the way to a great customer experience.

Coaching 52

Coaching Interactive Voice Response Feedback Wait times 52

ProProfs Blog

FEBRUARY 13, 2020

“What can help me get committed and loyal customers?”. But trust me, factors like: Product quality, Awesome support, Marketing reach, Efforts to engage customers, . Efforts to retain customers, help you formulate effective loyalty programs that your customers enjoy being a part of. Benefits of Improving Customer Loyalty.

Customer retention 164

Customer retention Sales B2B Marketing 164

Comm100

NOVEMBER 8, 2017

When 67% of consumers turn to social media for customer service support, and 87% of customers indicate that these interactions positively impact their buying decisions, integrating social media into your customer service support strategy becomes a no-brainer. Click here to download the full ebook.

Marketing 47

Marketing Customer Service Customer Care Customer Support 47

Comm100

OCTOBER 27, 2016

Customer satisfaction is dependent upon knowing your customers’ needs and expectations. But your ability to meet, and even exceed customer expectations is often dependent upon what customers think their experience should look like. They include: Your communication to the customer. Experience with other companies.

Management 64

Management Scripts Customer Service Surveys 64

SmartKarrot

MAY 27, 2020

Customer churn is one of the biggest woes of SaaS companies. Companies spend a hefty amount of money on acquiring a new customer. But when the SaaS customer cancel subscription before the customer acquisition cost is recovered, it becomes a point of concern. Why Customer Cancels. Fail to get ROI.

SaaS 10

SaaS B2C Customer retention Consulting 10

C Space

JUNE 8, 2020

Until the ingrained racism that allows our country’s institutions to fail is completely eradicated, we will remain committed to protecting and improving the lives of Black people.” The Brand Move Roundup – June 8, 2020. We’re tracking the notable brand moves & highlighting the companies who are tackling this challenge successfully.

Government 40

Government Advertising Transportation Sales 40

Fonolo

FEBRUARY 7, 2013

The best way for a call center to stand out as a leader is through the customer experience. Most callers will begin subconsciously rating their customer experience from the beginning of the interaction, regardless of the channel; phone, web, social media, or mobile app. Customer Satisfaction Decreases as Hold Time Increases.

Call Center 62

Call Center Interactive Voice Response Wait times Abandon rate 62

ClientSuccess

JULY 9, 2019

Welcome to our blog series CSM from the Trenches, a community for frontline Customer Success Managers (CSMs) that discusses trends, best practices, and advice for the frontline. What is one important lesson you learned in your early customer success days that has had a positive impact on your career? Mentor Questions.

Consulting 40

Consulting Consulting Coaching Metrics 40

Callminer

OCTOBER 11, 2018

From essentials like average handle time to broader metrics such as call center service levels , there are dozens of metrics that call center leaders and QA teams must stay on top of, and they all provide visibility into some aspect of performance. Kaye Chapman @kayejchapman. Nate Masterson @MapleHolistics. Nate is from Riverdale, NY.

Call Center 561

Call Center Metrics Contact Center Wait times 561

IdeasUnlimited

OCTOBER 5, 2021

The most valuable asset any company can have is customer trust. Having a robust customer base composed of long-term clients that openly endorses your business is the key ingredient for a successful company. The best way to gain loyal consumers is by crafting a great customer service experience. Cost Reduction.

Call Center 98

Call Center outsourcing Coaching Scripts 98

Nicereply

MARCH 9, 2022

Do they have enough revenue to afford your services? The biggest mistake you can make in finding clients is a haphazard “shotgun” approach, where you simply send emails to everyone who might fit your target demographic. Imagine a small business consulting with an SEO agency about using their services. They’ve ghosted you.

Consulting 97

Consulting Consulting Customer Support Sales 97

Callminer

JULY 23, 2019

Providing accurate, real-time, and consistent feedback plays an important role in employee engagement , which in turn improves employee satisfaction and motivates agents to provide excellent customer service. Providing feedback to agents in your call center is entirely needed to maintain and improve a quality facility.

Best practices 140

Best practices Feedback Call Center Coaching 140

IdeasUnlimited

OCTOBER 5, 2021

The most valuable asset any company can have is customer trust. Having a robust customer base composed of long-term clients that openly endorses your business is the key ingredient for a successful company. The best way to gain loyal consumers is by crafting a great customer service experience. Cost Reduction.

Call Center 86

Call Center outsourcing Coaching Scripts 86

ClearAction

JULY 11, 2023

Customer Service is a Value Center (NOT a Cost/Profit Center!) Lynn Hunsaker Customer Service is NOT a cost center. Shift to modern thinking for Customer Service value truths in your current strategic planning. Customer Service rescues value from churning to competitors. Value Center?

Customer Service 48

Customer Service Enterprise Consulting Consulting 48

IdeasUnlimited

OCTOBER 5, 2021

The most valuable asset any company can have is customer trust. Having a robust customer base composed of long-term clients that openly endorses your business is the key ingredient for a successful company. The best way to gain loyal consumers is by crafting a great customer service experience. Cost Reduction.

Call Center 52

Call Center outsourcing Coaching Scripts 52