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 142

Sales Customer Service CRM Marketing 142

CSM Magazine

FEBRUARY 19, 2024

have legal sports betting operations. Super Bowl 58 took place in the gambling capital of the world, Las Vegas, so it is perhaps fitting that it was the most wagered on in history. Super Bowl 58 took place in the gambling capital of the world, Las Vegas, so it is perhaps fitting that it was the most wagered on in history.

Customer Service 52

Customer Service Marketing 52

VirtualPBX

SEPTEMBER 8, 2023

In today’s digital age, businesses are more reliant than ever on technology to streamline operations and communicate with customers. However, this convenience comes with a significant responsibility: safeguarding sensitive customer data. Here’s why: 1.

voip 105

voip Best practices Technology Accountability 105

NobelBiz

APRIL 23, 2024

Traditional collection methods, such as persistent phone calls and letters, are making way for more nuanced, technology-driven, and customer-oriented strategies. Legal Action : As a last resort, if negotiations fail and the debtor does not fulfill their payment obligations, the agency may pursue legal action. In the U.S.,

Customer centricity 52

Customer centricity Contact Center Technology Telemarketing 52

VirtualPBX

JANUARY 25, 2023

A few months ago, VirtualPBX released the VirtualText App and greatly expanded our customers’ ability to send, customize, and automate their text messages. However, customers across the business telephony industry are becoming familiar with another important date on the calendar: the 10DLC registration deadline.

Marketing 97

Marketing Personalization Management Customer Service 97

Callminer

NOVEMBER 18, 2020

Talking to customers on the phone all day isn’t an easy job; that’s why it takes a special set of skills and characteristics to be a successful contact center agent. Even top-performing agents have bad days, though, and sometimes, things that are considered standard practice can frustrate customers. Matthew Dailly.

Contact Center 345

Contact Center Call Center Gamification Wait times 345

Call Experts

SEPTEMBER 8, 2023

In the healthcare industry, a HIPAA-compliant answering service is your ultimate healthcare ally. For call centers specifically serving the healthcare industry, compliance with HIPAA regulations isn’t just a legal requirement but a crucial aspect of providing top-notch customer service.

Answering services 52

Answering services Healthcare Call Center Education 52

Certified Languages International

DECEMBER 22, 2023

The Role of Professional Interpreters Professional interpreters are highly skilled and qualified and have expertise in fields like medical, legal, education, finance, and community settings. Their role is to facilitate accurate, meaningful communication between two people who don’t speak the same language.

Finance 52

Finance Healthcare Education Personalization 52

Calltools

DECEMBER 27, 2023

You can also learn about key customer complaints. Call recording can be controversial, so it should meet ethical standards for agents and customers. 3 Benefits of Call Recording Call recording software offers some valuable benefits , which is why so many businesses embrace this practice.

Best practices 52

Best practices Call Center Healthcare Wait times 52

ShepHyken

OCTOBER 12, 2018

This week we feature an article by Chip Bell who writes about the importance of being easily accessible and convenient for your customers to do business with you. – Shep Hyken. At the hospital, it can mean sheer mystery and the angst of why it takes so long to get back that test result. I was stunned. It was 10 pm!

Banking 232

Banking Government Customer Experience Management 232

Callminer

DECEMBER 11, 2018

In our recent survey and report, The CallMiner Index which identifies in the UK and US the sectors that have the highest churn rates and reveals the reasons why consumers switch suppliers. None of the other channels open to customers, such as app, text, social etc. Customers pick up the phone when they have problems to solve.

Call Center 196

Call Center Self service Surveys Coaching 196

Beyond Philosophy

SEPTEMBER 16, 2021

Welcome to my second article in a series about assessing customer centricity in our global Customer Experience consultancy. All organizations are somewhere on a spectrum from Naïve to Natural, with Naïve being the least customer-centric and Natural being the most. Customer Strategy.

Marketing 221

Marketing Customer centricity Government Construction 221

CSM Magazine

OCTOBER 5, 2023

You’ve got a responsibility to ensure customer safety, but you’re also caught in the crossfire of potential legal issues. This article will help you navigate these choppy waters with strategies for accident prevention, effective responses to claims, and understanding the legal implications.

Accountability 59

Accountability Sales Management Customer Service 59

Inbenta

MARCH 13, 2023

With players like Microsoft and Salesforce already looking to integrate ChatGPT’s capabilities into their workflows, it’s no wonder why demand for Generative AI is so high. What benefits can Generative AI bring to customer experience more broadly? The data used to train ChatGPT is also impressive — 45 terabytes of text data.

Chatbots 111

Chatbots Accountability Enterprise Marketing 111

Global Response

JUNE 13, 2023

If so, you’re in the right place. There’s plenty of reasons why in-house or domestic teams are difficult to manage in today’s marketplace—rising costs and shrinking budgets, large overhead and setup costs, a difficult labor market and challenges with scaling and flexibility all make in-house teams more difficult now than in the past.

outsourcing 62

outsourcing Call Center Bilingual agents Education 62

Certified Languages International

DECEMBER 22, 2023

Offering multilingual services is becoming essential for banks, lenders, advisors, and other financial organizations seeking to broaden their customer base. The result is inaccurate information that can confuse customers. Customers need to understand loan terms before committing to a long-term investment.

Banking 40

Banking Accountability Marketing Surveys 40

Certified Languages International

JANUARY 29, 2024

Providing high-quality Spanish interpretation services is critical for organizations across industries to serve limited English proficient (LEP) Hispanic and Latino communities effectively. What Are Spanish Interpreter Services? Learn how to better serve your Spanish-speaking community with CLI.

Banking 40

Banking Healthcare Best practices Education 40

Certified Languages International

DECEMBER 22, 2023

The Role of Professional Interpreters Professional interpreters are highly skilled and qualified and have expertise in fields like medical, legal, education, finance, and community settings. Their role is to facilitate accurate, meaningful communication between two people who don’t speak the same language.

Finance 40

Finance Healthcare Education Personalization 40

Fonolo

SEPTEMBER 28, 2022

Every call center knows customer feedback is precious. That’s why we invest staff, time, and technology budgets into call center software and organic outreach to learn how customers feel about the service they receive. An after-call survey is a series of questions requesting customer feedback right after an interaction.

Scripts 138

Scripts Surveys Interactive Voice Response Call Center 138

Toister Performance Solutions

APRIL 15, 2021

An important client was paying me to facilitate a virtual session for its employees. In customer service, we take this definition a bit further. Empathy means understanding the negative emotions your customer is experiencing and taking action to help them feel better. Why is empathy important in customer service?

Technical Support 119

Technical Support Airlines Customer emotions Customer Service 119

JustCall

JANUARY 30, 2024

Text messaging or SMS remains the easiest way to reach your customers. Application to Person messaging or A2P messaging is when businesses use a platform to send different kinds of messages to their customers. Frequently asked questions about 10DLC 1) Why do I need 10DLC? 3) Why can I not use short codes? What is A2P?

Wireless 52

Wireless Government Scripts Accountability 52

VirtualPBX

JULY 2, 2020

Our Video Calling beta test is in progress and has called for the need to address an important question: Is it legal to record phone calls? Depending on where your business has residence, your answer to “Is it legal to record phone calls?” Is Recording Phone Calls Legal? The broad answer to this question is “yes.”

Customer Service 80

Customer Service 80

ShepHyken

FEBRUARY 24, 2017

This week on our Friends on Friday guest blog post my colleague, Kathleen Hettinger, discusses the importance of handling breaking news and how your organization should be prepared. This is why it’s essential to be prepared for an unexpected spike in interactions. So how can your contact center best prepare for breaking news?

Contact Center 211

Contact Center Interactive Voice Response Scripts Coaching 211

Beyond Philosophy

AUGUST 1, 2019

I believe it is crucial to do more than discuss your theories about Customer Experience strategy. In other words, theories are fascinating but falderal unless you implement them in your Customer Experience. The theories we talk about in behavioral economics that people are so excited about now are 50 to 60 years old at this point.

Journey mapping 373

Journey mapping Customer emotions Scripts Consulting 373

Callminer

MAY 11, 2020

Ultimately, disgruntled employees can even have a negative impact on the customer experience , as unhappy employees are less likely to go the extra mile to ensure that your customers are satisfied. Meet Our Panel of Customer Service & Customer Experience Managers: Anh Trinh. Becky Beach. themombeach.

Management 273

Management Customer Experience Customer Service Coaching 273

Callminer

MARCH 6, 2020

Managers play an integral role in ensuring high quality customer service, from hiring and training call center agents to monitoring performance, keeping tabs on vital call center metrics and keeping agents motivated every day. From my point of view, the most useful customer service interview question for managers is…”.

Management 207

Management Customer Service Consulting Consulting 207

OctopusTech

JULY 7, 2022

The high amount of undesirable content is growing rapidly at an alarming rate which is the main reason why companies want to establish a spam-free online platform through content moderation. . Online reputation management is highly important for companies that are mainly dependent on online users. Why Content Moderation is important?

outsourcing 62

outsourcing Quality management Engineering Best practices 62

Lumoa

AUGUST 8, 2023

Effectively analyzing survey results can provide numerous benefits, such as enhanced customer satisfaction, increased sales, and improved brand loyalty. So, if you’re ready to transform your customer feedback into a driving force for positive change, dive into this article and learn how to make the most of your customer surveys!

Surveys 83

Surveys Feedback Banking Best practices 83

Global Response

JANUARY 22, 2024

Let’s look at three more nuanced ways AI is shaping the industry: AI-powered chatbots and virtual assistants enhance the customer support live agents provide. When paired with the proper amount of human touch, AI-powered chatbots improve customer satisfaction and engagement. Analysts predict it will double by 2032.

outsourcing 62

outsourcing Healthcare Best practices Business Process Outsourcing 62

CSM Magazine

JANUARY 11, 2023

And that’s where empathetic customer support comes in. Empathetic customer support is vital for the gambling industry because it provides a human touch that can be so crucial for those struggling with gambling addiction. That’s why empathy is such an important component of customer support in this industry.

Customer Support 52

Customer Support Government Customer Service Customer Experience 52

Global Response

MARCH 27, 2024

An effective call center script balances consistent service quality with personalized customer interactions. It should enable agents to respond to the unique aspects of each call while maintaining a high standard of service. Today, we’ll explore several techniques for creating effective customer service scripts.

Scripts 62

Scripts Call Center Customer Service Coaching 62

Callminer

MARCH 6, 2020

Managers play an integral role in ensuring high quality customer service, from hiring and training call center agents to monitoring performance, keeping tabs on vital call center metrics and keeping agents motivated every day. From my point of view, the most useful customer service interview question for managers is…”.

Management 182

Management Customer Service Consulting Consulting 182

CSM Magazine

MARCH 10, 2021

To operate a legal practice successfully you need more than legal expertise to satisfy your clients. Whether you are a personal injury lawyer or deal with business law, you need to adopt a customer-centric approach to achieve client satisfaction and loyalty. Only then will your legal practice thrive and grow.

Personalization 52

Personalization Customer Service Customer Care outsourcing 52

Blueship Call Center

AUGUST 1, 2023

Good customer service is essential for company owners. Outsourcing your phone answering services is one approach to make sure that your clients and customers are happy with the level of service they are getting. How Do Outsourced Answering Services Work? What Makes an Answering Service Needful?

Answering services 70

Answering services outsourcing Call Center Wait times 70

CSM Magazine

JUNE 24, 2021

The future of business is customer-centric. Especially after the pandemic, it’s more important than ever for companies to create meaningful customer interactions across all communication touchpoints and focus on engagement rather than aggressive self-promotion. Why is customer service a problematic aspect of the legal industry?

Customer centricity 52

Customer centricity Technology Chatbots Education 52

Hodusoft

APRIL 11, 2024

Ensuring HIPAA Compliance in Contact Center Software: A Comprehensive Guide In today’s digitally-driven world, customer support is increasingly dependent on digital technologies. According to a report , about 59% of customers expect companies to deliver advanced digital experiences to keep their business. So, let’s get started.

Contact center software 52

Contact center software Contact Center Healthcare Accountability 52

Real Blue Sky

SEPTEMBER 12, 2023

Navigating the Complexities of Customer Service Outsourcing to Boost Efficiency, Customer Satisfaction, and Profitability Introduction Navigating the intricate maze of customer service is no small feat. That’s why it can pay to use a customer service vendor management expert. The result?

outsourcing 105

outsourcing Management Customer Service Contact Center 105