Beyond Philosophy

JANUARY 1, 2022

For our I’m in a Pickle feature on the podcast, Tina in New Zealand wrote to us because the engineering firm she works with thinks customer relationships are a waste of time. She wants to know how to convince the engineers that customer relationships are what get the customer strategy gears turning toward long-term success.

Engineering 261

Engineering Consulting Consulting Customer Experience 261

ShepHyken

NOVEMBER 1, 2020

Each week I read a number of customer service and customer experience articles from various resources. Here are my top five picks from last week. If Customer Service Reps Were Honest [Spooky Edition]: The Scary Reality Your Customer Service Agents Face Every Day Plus How You Can Help by Veronica Krieg.

Customer Service 261

Customer Service Customer Support Self service Customer Experience 261

ShepHyken

NOVEMBER 22, 2021

Each week I read many customer service and customer experience articles from various resources. Here are my top five picks from last week. 6 Ways To Create Customer Experience Consistency Throughout Your Organization by John R. This article shares some simple ways to improve the customer experience.

Customer Service 211

Customer Service Customer Experience Surveys Management 211

ShepHyken

OCTOBER 22, 2021

He shares six ways companies and their brands can deliver an exceptional customer experience. Companies and their brands are no longer built through advertising but through experiences, and these experiences are customer-driven.? . Here are six ways you can deliver an exceptional customer experience. .

Customer Experience 362

Customer Experience Management Finance Banking 362

ShepHyken

SEPTEMBER 4, 2023

Each week, I read many customer service and customer experience articles from various resources. Here are my top five picks from last week. For companies aspiring to enhance their customer service, the hotel industry offers valuable insights and strategies that can be adopted across various sectors.

Customer Service 168

Customer Service Customer retention SaaS Best practices 168

ShepHyken

OCTOBER 23, 2023

Each week, I read many customer service and customer experience articles from various resources. Here are my top five picks from last week. Constructing Care: How Your Customers Know They Matter by Chip Bell (Forbes) It sounds like a broken record. My Comment: Do your customers know you care about them?

Customer Service 158

Customer Service Construction Contact Center Scripts 158

ShepHyken

NOVEMBER 2, 2023

She writes about how you can align customer service and sales in your organization. More often than not, when we think of customer service, we tend to picture post-purchase tasks and activities, such as returns, refunds, exchanges, delivery information, and the like. You’ve guessed it: your customers.

Sales 144

Sales Customer Service CRM Marketing 144

ShepHyken

APRIL 23, 2021

He shares customer service best practices that successful brands use to help their customers on social media. Another intuitive and frankly underutilized way brands can use social media is for addressing customer service inquiries. . Why use social media as a customer service channel? .

Customer Service 319

Customer Service Advertising B2B Chatbots 319

ChurnZero

APRIL 1, 2024

What was once time-consuming and tedious is becoming streamlined and automated, with customer success teams better able to manage their customers proactively. It’s easier than ever before to map out effective customer journeys with au tomated milestones and tasks. How can we apply it to onboarding?

Journey mapping 76

Journey mapping Feedback SaaS Surveys 76

Fonolo

JUNE 22, 2021

Despite advancements in customer service technology and automation, one thing hasn’t changed: people remain fundamental to the success of a contact center. Human customer service agents and their knowledge, capacity to troubleshoot, and empathetic nature ensure they will always be a necessity when it comes to assisting customers.

Call Center 151

Call Center call center software Employee engagement Gamification 151

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. As a contact center leader, the top agents you hire, train, and manage are the clutch players. How Do You Identify Top Customer Service Talent?

Contact Center 88

Contact Center Gamification Coaching Feedback 88

TechSee

JUNE 16, 2022

Customers expect better and faster pre and post purchase services. Whether they need help setting up a new device or to repair a damaged product, the way in which these interactions are handled are at the heart of customer satisfaction. Eric Esguerra, Vice President, Customer Service & Operations at Miele Canada Ltd.

Customer Service 251

Customer Service Chief Customer Officer Contact Center Consulting 251

Playvox

FEBRUARY 20, 2024

However, managing remote teams effectively comes with its own set of challenges. The concept of remote teams and remote work has gained popularity for several reasons. While there are many benefits of remote teams, managing remote teams effectively comes with its own set of challenges.

Management 88

Management Gamification Calibration Quality management 88

CSM Magazine

APRIL 26, 2024

HubSpot is one of the top CRM platforms currently available on the market. Thousands of businesses around the world are adopting the system and supercharging their sales, marketing, and customer service. It’s a great way to get ahead of your competition. But HubSpot comes with a wide range of features. Let’s dive in.

CRM 52

CRM Sales Best practices Marketing 52

OctopusTech

APRIL 24, 2024

Think of the Shopify platform as a virtual marketplace where you open your own “shop.” If you are just at the beginning of your journey or simply trying to expand your online presence, knowing how much does shopify cost per month can influence your strategic planning and need for budgeting.

Technical Support 62

Technical Support Management 62

Customer Service Life

JANUARY 31, 2024

I was already two years into a role as a customer support manager when I hired someone with actual contact center experience (I had none) who informed me that I should be “doing quality.” He helped me create a basic form with a somewhat elaborate scoring system and I began scoring my team’s interactions with customers.

Contact Center 83

Contact Center outsourcing Management Feedback 83

Fonolo

AUGUST 24, 2021

Your call center or contact center environment plays a big role in how engaged your agents are in their day-to-day work. Here are some ways that your work environment affects your agents: Productivity. Customer experience. 8 tips for creating an ideal call center environment. Agent morale. Agent turnover.

Call Center 148

Call Center Morale Best practices Contact Center 148

Calltools

MARCH 22, 2023

However, some companies have struggled to keep team members cohesive when working remotely. Read on to explore the benefits a hybrid contact center offers and consider these tips and tricks to help boost hybrid company culture and build bonds between your team members.

Contact Center 98

Contact Center Gamification Morale Feedback 98

Nicereply

JANUARY 4, 2022

Providing good customer support is what matters in the end. There are many ways to provide a great customer experience. Most of the time it isn’t about big gestures, but about the little kind acts customer support managers do for us. Read our latest tips on how to provide great customer service.

Customer Experience 111

Customer Experience Advertising Customer Support Surveys 111

JustCall

APRIL 3, 2024

A surge in call volume is always good news for your business. It shows more customers are interested in your product or service. But, it also leads to chaotic calls and handling long call queues for customer support and sales teams. It can further lead to a dip in customer experience and a shrinking ROI.

Sales 52

Sales Interactive Voice Response Abandon rate Wait times 52

Fonolo

JANUARY 31, 2023

A strong call center training program should not just be part of your onboarding process. Instead, it’s helpful to think of it as regular part of your workforce management. It plays a key role in keeping your agents aligned in their approach and messaging, as they support your callers daily. Don’t just pick one.

Call Center 141

Call Center Contact Center Coaching Gamification 141

Fonolo

JANUARY 28, 2021

Looking for a secret weapon to improve customer perception? Chances are, you already have one in your arsenal. An unsung hero of the contact center, managers are typically known for overseeing daily operations. So how can contact center managers help your business shine in the eyes of your customers?

Contact Center 175

Contact Center Management Call Center Feedback 175

Nicereply

APRIL 29, 2024

No matter what your job title is, you’re more than likely to receive some form of negative feedback. Whether a customer complaint or a note from a supervisor, all forms of feedback can be helpful to you. They allow you to take a closer look at your performance and take the steps to improve for the future.

Feedback 52

Feedback Construction B2B Call Center 52

Call Experts

APRIL 8, 2024

In business, exceptional call handling and customer service can set you apart from the competition. According to Forbes , customer service can mean the difference between a good customer experience and a bad one, directly impacting your bottom line. Active Listening: Start with attentive listening.

Customer Service 52

Customer Service Interactive Voice Response Call Center Scripts 52

Toister Performance Solutions

DECEMBER 7, 2023

You're a customer service trainer. You care deeply about helping employees develop customer service skills. It bothers you when employees' managers aren’t nearly as invested. These managers take a "fix my people" approach. What if managers won't attend the planning meeting?

Management 109

Management Customer Service Feedback Marketing 109

Call Experts

NOVEMBER 17, 2022

Investing in a holiday customer service plan is essential to growing your business. 52% of consumers say they have made an additional purchase from a company after a positive customer service experience. Keep reading to learn more and to get our 4 tips for a successful holiday customer service strategy.

Customer Service 98

Customer Service outsourcing Sales Contact Center 98

CSM Magazine

APRIL 24, 2024

Regardless of the product or service a company provides, its emotional connection with customers is truly important, since it gives the impression that your business has a face and nature, and it cares for people, being determined to create value for them.

Customer Service 52

Customer Service Chatbots CRM Customer Support 52

ChurnZero

MAY 3, 2022

Whether you’re building your expertise in cooking, crocheting, coding, or Customer Success, YouTube is now the place to level up. Let’s explore five of the best Customer Success YouTube channels for learning how to fight churn, understand industry trends, and position yourself for professional success in CS. 1: SuccessHACKER.

Journey mapping 98

Journey mapping Customer centricity SaaS Education 98

SmartAction

NOVEMBER 22, 2023

Artificial Intelligence (AI) provides an unprecedented opportunity to revolutionize the call center experience for the 59% of your customers who prefer telephone communication. We’re not talking about the time-consuming interactive voice response (IVR) of the past that provided a less-than-optimal customer experience.

Contact Center 90

Contact Center Interactive Voice Response Virtual Agent Management 90

Fonolo

SEPTEMBER 1, 2022

It’s simple: If you can’t engage and retain employees, you’ll have trouble satisfying customers, too. But if you’re a call center leader, it’s your job to combat that damaging trend. If you don’t, your customer service will suffer, and your call center operations will too. Poor management.

Call Center 137

Call Center Abandon rate Average Handle Time Morale 137

Talkdesk

MAY 12, 2020

Customer expectations for service are rapidly evolving, so training a team of at-home agents to align with these expectations can bring tangible benefits to any company. Save valuable time, money and effort by investing in agile tools that prepare contact center agents to meet the increasing expectations of your customers.

Contact Center 119

Contact Center Schedule adherence At home agents Scripts 119

Fonolo

OCTOBER 4, 2022

Picture this: Y ou’re the coach of a soccer team. The opposing team is about to make a penalty kick, trying to score on your goalie. If you were to use a forward player as your goalie for the penalty kick, you would not be setting your team up for success. The same goes for contact center management.

First call resolution 87

First call resolution Contact Center Interactive Voice Response Wait times 87

Fonolo

FEBRUARY 18, 2021

If you’re reading this, chances are you’ve decided up your contact center game. We’ve got eight essential tips so you can start improving your contact center today. After all, it’s easy to lose sight of your objectives when you’re conducting research. Dive into your data history.

Contact Center 148

Contact Center Abandon rate Average Handle Time First call resolution 148

Fonolo

MARCH 23, 2021

Running an effective call center is all about resolving customer issues in a timely fashion. How to Overcome Challenges with Your Call Center Metrics How to Overcome Challenges with Your Call Center Metrics. Your ASA rate reflects how successful your customer service and call center operations are.

Call Center 121

Call Center Abandon rate Metrics Abandon Call 121

Fonolo

MARCH 17, 2022

At first glance, a call center manager job may seem easy compared to the agents they oversee. After all, they are not the ones who have to navigate call center software, ensure customer satisfaction, and take all the phone calls. Call Center Management Duties. Engaging and motivating team members. Clear communication.

Call Center 91

Call Center Management call center software Average Handle Time 91

Totango

NOVEMBER 27, 2023

We know that sales and customer success (CS) teams must work together to drive revenue growth and expansion. How teams accomplish this challenging dance, however, is an ongoing question. Having a process and that information flow through the various teams and the overall implementation of a customer is critical,” Dishman said.

Sales 71

Sales Enterprise Accountability Metrics 71

Playvox

JANUARY 25, 2024

Does your contact center “talk the customer talk” but sometimes gets stuck when it comes to matching up customer expectations with service and support delivery by your agents? Are you taking the right steps to evolve toward workforce engagement management?

Coaching 77

Coaching Contact Center Quality management Schedule adherence 77