Nicereply

DECEMBER 22, 2020

If you can’t hire more people, reduce the load for your staff by creating a holiday season FAQs to ensure that simple queries can be handled by self-service. US consumers spent three trillion US dollars in the retail industry over the 2013 holiday season, and online retail sales are predicted to rise 21% higher in 2018 compared to 2017.

Wait times 59

Wait times Consulting Consulting Morale 59

Comm100

AUGUST 23, 2018

In other words, why invest in chasing after customer expectations when you could be shaping those expectations yourself? This blog post is not about the top customer service trends to watch out for in 2018. What we have compiled here is a list of today’s industry-leading customer service examples.

Customer Service 40

Customer Service Chatbots Customer centricity Customer Care 40

Lumoa

JANUARY 23, 2018

Even if your customer service agent or customer insight analyst reads all the comments and even responds them, do you know what decisions you need to make in the leadership team? Similarly, if someone loves your customer service personnel, the positive sentiment is stronger than if they just feel it’s good.

Analytics 121

Analytics Feedback Metrics Customer Experience 121

ProProfs Blog

DECEMBER 23, 2019

Not only did they accept the return but they arranged for the shoes to be shipped at zero cost to the customer. Wouldn’t you say that this is customer service with a human touch? This is a perfect example of how a customer centric organization works and create bonds with the customer that lasts a lifetime.

Customer centricity 144

Customer centricity Journey mapping Surveys Feedback 144

Contact Center Geek

MARCH 22, 2019

Mark Horstman and Mike Auzenne created the Manager Tools podcast in 2005. At the time, I was running a customer service and sales call center for a large national bank. To get even more of the benefits, such as complete show notes and slides, and other perks, become a Personal License holder.

Management 48

Management Coaching Contact Center Schedule adherence 48

Amity

NOVEMBER 25, 2014

Amity had the good fortune of sitting down with a pioneer in Customer Success, Paul Teshima the original SVP of Customer Success (circa 2005) at Eloqua – now the Founder and CEO of Nudge Software , to talk about demonstrating the need for Customer Success. PT: In September 2000, we were all in sales at Eloqua.

SaaS 48

SaaS Chief Customer Officer Upselling Accountability 48

aircall

SEPTEMBER 2, 2016

,According to research by Avaya Research global business process and call center outsourcing has been growing at over 10% a year since 2005. With so many companies deciding to outsource their call centers and customer service needs, you may be considering doing the same. Flop: Overseas Customer Service Agents.

outsourcing 48

outsourcing Call Center Customer Service Wait times 48

Netomi

SEPTEMBER 30, 2021

According to data from Google Trends , interest in “conversational AI” was practically non-existent from 2005 through 2017. When you consider the idea of having to anticipate the 1,700 ways a person might ask one straightforward question, it’s clear why rules-based bots often provide frustrating and limited user experiences.

Scripts 52

Scripts Chatbots Entertainment Average Handle Time 52

Comm100

FEBRUARY 12, 2021

We understand just how difficult customer service and support can be. Customer enquiries soared as panicked customers bombarded teams with questions, many of which had never even been asked before. Versiti , Customer Service Chat Team. And 2020 only made it harder. This is why we launched The Chatties.

Wait times 52

Wait times Customer Service Consulting Consulting 52

Comm100

FEBRUARY 6, 2018

Let’s start by exploring what people can help you create an effective knowledge base to inform and educate customers or agents alike. This person should ensure documentation and content produced by team members is consistent, as well as overseeing technology, strategy and content generally. Who Owns the Knowledge? Download Now.

Advertising 41

Advertising Benchmark Metrics Customer Support 41

TechSee

DECEMBER 5, 2017

To ensure high levels of customer satisfaction, companies must provide stellar customer service anytime, anywhere, and through any touch point. 1. Casengo is a cloud-based customer support software platform that enables companies to provide customer service through social networks, email or chat.

Contact Center 116

Contact Center Technology Self service Call Center 116

Quiq

NOVEMBER 9, 2022

It’s not as simple as setting up a few phones and handing your team a script (although we’re sure no one has thought that since 2005). How do your customer service agents go about their day? Figuring out a customer’s problem and getting to the right person or department eats away at time that could be spent finding a solution.

Call Center 87

Call Center Chatbots Contact Center Surveys 87