ShepHyken

JUNE 2, 2017

To compound all this, traditional service – which waits until customers called the contact center before addressing a problem – has become much less effective. This helps… but it only adds to the scope and complexity of the service role, and can really blur the lines between business functions like sales and marketing.

Wireless 189

Wireless Banking Analytics Call Center 189

Vonage

AUGUST 15, 2016

Solis believes brands try really hard to offer exemplary customer service, but it’s a difficult thing to do with antiquated contact center technology and processes. As I’ve discussed before, successful brands help customers help themselves, serve customers where they are and personalize customer care.

Self service 69

Self service Contact Center Surveys Sales 69

Vonage

SEPTEMBER 20, 2016

When teams have a 360-degree view of a customer, they in turn have the ability to provide better attention to their customers’ needs.” While the personal connection is great, sometimes all a customer wants is a quick answer.”. Creating a great customer experience requires understanding this one simple reality ….

Self service 122

Self service Accountability Sales Customer retention 122

Fonolo

JANUARY 15, 2019

In an industry driven by customer gratification, learning the difference between customer service vs. customer care vs. customer satisfaction became quintessential in 2018. Yes, we all know this is a tale as old as the call center, and we also know the importance of the customer experience.

Contact Center 80

Contact Center Gamification Call Center Self service 80

Kayako

DECEMBER 31, 2015

This year, we’ve seen the customer support community continue to grow, with small tribes setting up all over the internet and producing great support content. Last year, we rounded up the best blog posts of 2014 and saw some trends on hiring, job policies and communication. The best of customer experience.

Customer Support 35

Customer Support Self service Multi-channel support SaaS 35

Lumoa

JUNE 14, 2023

In this blog post, we’ll answer all these questions and more. As a result of being continually subjected to scathing customer reviews, United’s NPS score has hovered around 10 since 2014. Train your Staff to Become Customer-centric How do you create a customer-centric culture? Well, not so fast.

Customer centricity 83

Customer centricity Airlines Metrics Feedback 83

Natalie Petouhof

JULY 16, 2015

But they do expect companies to care. One way to show they care is by providing better customer care. FieldOne, offered to customers as a cloud service, is built on Microsoft technology for fast integration. People don’t expect companies to be perfect.

Analytics 63

Analytics Customer Service CRM Self service 63