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. As the Head of Customer Support and Engagement at HotDoc, she is responsible for leading the customer support and engagement strategy.

Customer Service 207

Customer Service Customer centricity Contact Center Consulting 207

CCNG

FEBRUARY 21, 2024

Your customers already want AI Customer Service. Artificial intelligence (AI) and Generative AI (GenAI) have created a new era of automating the most vital aspects of customer service. The leaders of this space have already explored how AI can improve your organization’s customer service (or support center).

Technology 195

Technology Customer Service Virtual Agent Self service 195

CX Accelerator

NOVEMBER 11, 2022

Collaboration with Ben Motteram and Nate Brown To transform an organization into one that is more customer centric is a complex task that requires many different skills. Customer experience is multi-disciplinary. Customer Insights/Measurement/Analytics. Customer Journey Mapping. Employee Experience.

Journey mapping 307

Journey mapping Analytics Customer centricity Government 307

CCNG

NOVEMBER 9, 2022

For example, engagement among customer service agents is demanding due to the one-to-one nature of customer care, the continuous flow of customer interactions and the lack of physical mobility due to reliance on screen-based support systems. Maintain the accelerated pace of digital transformation.

Gamification 195

Gamification Customer Experience CCNG Employee engagement 195

Beyond Philosophy

MAY 15, 2023

” Having lived through many recessions, I have seen time after time what happens. People cut back on what they perceive as the ‘nice to haves’ like training and conferences, and many businesses would include Improvement in their customer experience on this list. times effectively engage customers on digital channels 2.9

Customer Experience 195

Customer Experience Self service Feedback Management 195

CCNG

JANUARY 31, 2024

These generational workers help customers within up to five channels: email, chat, text, phone, and social medial. These generational workers help customers within up to five channels: email, chat, text, phone, and social medial. How can we efficiently transfer the evolving knowledge to both our workers and customers?

CCNG 195

CCNG Self service Best practices Chatbots 195

CCNG

SEPTEMBER 27, 2023

Employees and gig workers are harder to retain, and the job of the customer-facing agent is getting more complicated and stressful. Employees and gig workers are harder to retain, and the job of the customer-facing agent is getting more complicated and stressful. Customer phone calls cost the company more money.

Management 195

Management Average Handle Time Self service First call resolution 195

CCNG

JANUARY 11, 2023

With some of the frustration I’m hearing, you might assume that customer service is taking a hit – particularly when there are daily reports of inflation, an oncoming recession, and the need to cut costs constantly. I’m aging myself, but I lived through the dot.com bust in the late ‘90s and a few recessions.

Customer Service 195

Customer Service CCNG Education Self service 195

TechSee

MARCH 7, 2023

Taksina Eammano, EVP & GM Field Service, Salesforce – Taksina is leading the conversation in applying AI and workflow to manage cost and improve field service outcomes while improving customer experience in the SFDC Field Service Customers. Her Great Grandmother was a Wyoming homesteader.

Chief Customer Officer 207

Chief Customer Officer Contact Center Telecommunications Finance 207

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

COPC

MARCH 11, 2024

This guide sheds light on the multifaceted nature of employee retention, aiming to enhance customer satisfaction and other key performance indicators through careful questioning and thoughtful leadership actions. Did we mistake any “experience proxies” for actual skills? To address this issue, COPC Inc.

Call Center 98

Call Center Gamification Coaching Employee engagement 98

ShepHyken

JANUARY 24, 2020

Brett provides three insightful ways to help improve customer satisfaction and employee empowerment. Most retail businesses understand that the best service strategies won’t succeed if store-level employees don’t feel motivated. When given proper training, support, and encouragement, employees can make your business.

Customer Service 321

Customer Service Employee engagement Morale Technology 321

ShepHyken

OCTOBER 1, 2023

Each week, I read many customer service and customer experience articles from various resources. My Comment: For those in the customer support world, this article is for you. AHT, as in average handle time, is a metric used to measure the average length of time for a customer support call.

Customer Service 162

Customer Service Average Handle Time Contact Center Metrics 162

ShepHyken

MAY 26, 2023

She writes about next-generation loyalty programs and how they can enhance customer experience. These programs often suffer from low engagement and program fatigue as customers become overwhelmed with an abundance of loyalty options.

Gamification 156

Gamification Customer Experience Customer centricity Personalization 156

CCNG

MARCH 16, 2022

Through the years we have worked together, learned from each other, disagreed with each other (he is typically the one with the wrong perspective), and always pushed each other to be better. And there is always room for another story about the crazy things we hear from customers and employees.

Contact Center 195

Contact Center CCNG Best practices Consulting 195

Beyond Philosophy

NOVEMBER 30, 2023

One of my clients has done an excellent job in the last couple of years improving their customer experience. They focused their attention on the customer-facing teams at first. That would leave one group with a customer-centric mindset and the rest without one. After all, no one can address everything at once.

Finance 195

Finance Customer centricity Accountability Technical Support 195

COPC

APRIL 1, 2024

The challenge of keeping pace with changing customer expectations looms large. Technological advancements, notably artificial intelligence (AI), fuel customer experience transformation. Companies worldwide are grappling with leveraging technology to enhance the overall customer experience (CX).

Customer Experience 89

Customer Experience Gamification Benchmark Chatbots 89

Real Blue Sky

NOVEMBER 21, 2023

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. It’s about leveraging the strength of customer loyalty, the potential of existing relationships, and the efficiency of streamlined operations.

Employee engagement 105

Employee engagement outsourcing Upselling Customer retention 105

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

Connect

DECEMBER 11, 2023

Technology-enabled transformation is a growing trend as operators look to access the latest technologies shaping the contact centre of the future , with artificial intelligence (AI) a key strategic focus. By Martin Cross , Chief Strategy Officer at Connect. Shifting the status quo. AI-based decisioning can field and prioritise inbound calls.

Technology 93

Technology Average Handle Time Cloud contact First call resolution 93

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. Know who the strongest players are among your current employees so you can keep them on your team. How Do You Identify Top Customer Service Talent?

Contact Center 88

Contact Center Gamification Coaching Feedback 88

ShepHyken

FEBRUARY 9, 2018

This week we feature an article by Kristin Erikson writes shares great customer service training tips and ideas that will help your company build brand advocacy. Remember customer service training is not something you di, it’s something you do. – Shep Hyken. The answer is as obvious as it is overlooked: improve customer service.

Customer Service 383

Customer Service Morale Sales Coaching 383

The Northridge Group

AUGUST 14, 2023

In the post-pandemic world, contact center leaders are prioritizing three interconnected objectives: employee productivity, retention, and satisfaction. By cultivating a positive working environment, leaders can optimize the employee experience to mitigate absenteeism and attrition while simultaneously enhancing productivity.

Contact Center 92

Contact Center Coaching Morale contact center associations 92

Lumoa

JANUARY 24, 2024

After that frustrating experience, I had a newfound appreciation for customers who have to deal with unresponsive customer experience (CX) teams that fail to act on customer feedback! Just like a hapless tourist, customers are eager to share details of their experience.

Analytics 83

Analytics Feedback Metrics Surveys 83

ShepHyken

DECEMBER 2, 2022

This week, we feature an article by Steve Miller, Head of Customer Success at Cirrus , a contact center solution that helps companies engage with their customers. He shares the benefits of excellent customer experience for your customers and employees. In a recent survey by SuperOffice , 45.2%

Customer Experience 175

Customer Experience Contact Center contact center solutions Technology 175

ShepHyken

DECEMBER 4, 2020

This week we feature an article from Liliana Petrova , founder of The Petrova Experience. She writes about preparing a productive and successful customer experience strategy and why it’s important to have one. This summer, The Petrova Experience conducted a Customer Experience Preparedness Survey.

Customer Experience 351

Customer Experience Airlines Customer centricity Surveys 351

TechSee

MARCH 24, 2021

With the new digital-first mentality, the need for remote support and enhanced customer engagement, brands are recognizing the need for a visual-first strategy for acquiring and keeping their customers. Yes, the Visual Transformation journey is already underway. What is visual engagement?

Self service 109

Self service Upselling Chatbots Contact Center 109

TechSee

MAY 4, 2023

As we enter the next season of 2023, the field service industry is witnessing a significant shift towards the adoption of artificial intelligence (AI) technologies to address various customer-facing needs. The potential of AI is enormous, ranging from predicting equipment issues to optimizing technician scheduling, among other applications.

Self service 109

Self service Consulting Consulting Technology 109

Playvox

FEBRUARY 27, 2024

In a buyer’s market, customers have choices and can take their business elsewhere should they receive less-than-optimal products, service, and support. Likewise for agents, if they don’t feel engaged, appreciated, or see a growth path, they too can take their talent to another organization. What is Workforce Engagement?

Contact Center 73

Contact Center Coaching Real estate Employee engagement 73

3CLogic

APRIL 10, 2024

A digital-first approach lies at the core of every contact center’s transformation strategy, yet solely relying on digital channels risks damaging your customer service. In this article, we’ll explore how to streamline service management by adopting an omnichannel engagement workspace. This is sometimes easier said than done.

Management 64

Management Call Logging CRM Call flow 64

Call Design

DECEMBER 5, 2023

Their frontline experience in operations provides them with insights into how different departments can work together more efficiently. Enhancing Employee Well-being: WFM professionals have a direct impact on the lives of agents. So, why should WFM be included in the strategic planning process?

Management 78

Management Analytics Employee engagement Customer Experience 78

TechSee

APRIL 26, 2021

The Age of Contact Center Transformation . On the one hand, every business needs to save money and customer service is generally the first on the chopping block. A majority (52%) of these consumers prefer to get remote support from customer service agents. Vision: A key element for transforming contact centers .

Contact Center 109

Contact Center Self service Upselling Call Center 109

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? What is Workforce Optimization?

Coaching 77

Coaching Contact Center Quality management Schedule adherence 77

SharpenCX

OCTOBER 13, 2021

Whether your contact center intends to go back to the office or stay remote, the acceleration of digital transformation projects and jumps to cloud technology will continue. And, it increases the value you can deliver to customers, so it’s important to stay up-to-date with the latest trends to get ahead of the game.

Contact Center 128

Contact Center Technology Coaching Analytics 128