CX Global Media

OCTOBER 1, 2018

Customer Service Week is an international event held the first full week in October. It’s your time to recognize and rally around the people who support and serve customers. Creating strong customer relationships and solving customer problems every day requires that you learn to perform at your best – and it helps when it’s fun.

Customer Service 50

Customer Service Coaching Call Center Contact Center 50

CX Global Media

OCTOBER 31, 2018

Sadly, Bill Gessert passed away suddenly on October 3 rd , 2018 – leaving behind his beloved wife, Lisa and four adult children and five grandsons. I finally had the chance to meet him face-to-face at Customer Contact Week (CCW) in Las Vegas in June 2018. That’s why I’m passionate about customer service.

Customer Experience 207

Customer Experience Customer Service Chief Customer Officer Contact Center 207

Nicereply

MARCH 23, 2021

Staying on top of new customer service trends can be exhausting. Having a well-rounded collection of sources can help your team identify new opportunities for improvement and up your customer service game. We’ve got quite a few friends in the customer service world who inspire us. Founder of CoSupport.

Chief Customer Officer 141

Chief Customer Officer Customer Service Consulting Consulting 141

CrazyCall

SEPTEMBER 4, 2018

With over 1700+ employees so far, Hubspot, as a leading CRM, marketing, sales and customer experience platform brought in $114.6 million in total revenue in Q1 2018. Coach to SaaS founders, Chief instigator at DanMartell.com. Sales Coach & Chief Connections Officer at Make It Great Institute. Dan Martell .

Sales 129

Sales SaaS CRM B2B 129

Aspect

MARCH 21, 2018

The right coaching tools, and right channels, are key to getting it right. The full picture: Your customer still interacts with your products or services even after they’re off the phone. To learn more about how you can keep your customers smiling in 2018, click here.

Contact Center 78

Contact Center contact center solutions Interactive Voice Response Coaching 78

SharpenCX

APRIL 7, 2021

A good manager is a good coach. Yet too many customer service leaders are bogged down by other tasks to actually dedicate time to coaching and training their teams. Turns out managers like you only have 7% of their time available for deep work, like training and coaching. Avanade ) .

Customer Service 67

Customer Service Coaching Call Center Employee engagement 67

Customer Service Life

FEBRUARY 12, 2019

This article originally appeared on CustomerThink on December 17, 2018. It’s been nearly two years since I shared my Recipe for Consistent Customer Service , and while that covers many customer service situations, there are still plenty of scenarios, or edge cases that require a rules interpretation from a manager or supervisor.

Customer Service 88

Customer Service Coaching outsourcing Contact Center 88

Aspect

JANUARY 10, 2018

Instead, take advantage of cutting-edge solutions to remain agile, productive and support customer experience initiatives. Here are five suggestions to improve your contact center technology in 2018. Take advantage of agent coaching and eLearning to prepare your agents. Not sure where to begin?

Contact Center 48

Contact Center Technology Real estate contact center solutions 48

Customer Service Life

JANUARY 18, 2019

This article was originally published on the MaestroQA blog on December 2, 2018. Creating a quality form for your customer service team can be a scary task. There’s no right answer here, but intentionality around these names can make a difference in how customers are perceived. Click here to read the original post.

Calibration 80

Calibration Customer Service Coaching Contact Center 80

Aspect

JANUARY 10, 2018

Chatbots can support both sales and service inquiries, and continue to increase in popularity among tech-savvy consumers today. Augment self-service offerings: Customer service gives small businesses another opportunity to differentiate themselves from larger corporations stifled by red tape.

Contact Center 48

Contact Center Technology Real estate contact center solutions 48

Toister Performance Solutions

JUNE 14, 2018

The International Customer Management Institute (ICMI) held its annual Global Contact Center Awards party this past May. Gopher Sport won the 2018 award for Best Small Contact Center. It specializes in selling sports equipment to schools for physical education and athletic programs and prides itself on friendly service.

Contact Center 78

Contact Center Education Customer Care Coaching 78

3CLogic

AUGUST 31, 2021

While truly achieving empathy in customer service interactions might seem difficult when so many calls are coming in each day, the right contact center technology makes this entirely possible. Discover why empathy is not only so essential to a positive customer experience but how to make it a priority for your contact center.

Customer Service 59

Customer Service Interactive Voice Response Contact Center Telecommunications 59

CSM Magazine

DECEMBER 14, 2017

Eleven organizations have been shortlisted to win the 2018 Customer Contact Innovation Awards. The winners will be announced at the Gala dinner on April 24th at the close of the annual Customer Strategy & Planning conference organized by The Forum. Homeserve – Putting the customer first, by engaging our people.

Best practices 40

Best practices Banking Coaching Analytics 40

CX Global Media

JULY 2, 2018

And with 92% of customers reporting that an agent’s perceived mood affects their experience, not having an agent- focused omni-channel solution could be your biggest pain point of all. what you need to improve the Customer Experience most. Cameron how do you help folks get over the hump? It’s been around since VoIP was established.

Contact Center 188

Contact Center Coaching voip contact center solutions 188

CSM Magazine

MARCH 19, 2024

Designed to encourage and support customer in their own attempts to bring diverse talent into their workforce, it is intended to fund a new or existing plan to achieve this, such as an apprenticeship, coaching or training programme.

Finance 52

Finance Engineering Coaching CRM 52

Lumoa

FEBRUARY 6, 2018

Every each of them answered the following questions: How do you see the future of customer experience? What are, in your opinion, the top challenges in customer experience that companies should be aware of in 2018? Marketing, Customer service. How to overcome those challenges? Read the First Part of the Interview.

Customer Experience 129

Customer Experience Customer centricity Education Consulting 129

JustCall

NOVEMBER 24, 2022

This validates the significant investments we’ve made over the past year in building capabilities for training, coaching, agent productivity, automation, intelligent workflows, and analytics in our products. Helpwise – Helpwise is a shared inbox software for collaboration between teams and customer service. Learn more.

SaaS 98

SaaS Technology Telecommunications Coaching 98

ClientSuccess

MARCH 20, 2018

Yesterday, March 19th, the 2018 MindTouch Top 25 Influencers and the Top 100 Customer Success Strategist list was announced. I know that Ari Hoffman, Marisa Delao, and many others worked really hard to bring to light the “Top Customer Success Strategists of 2018”. 2018 Top Customer Success Strategist Quotes.

Coaching 40

Coaching SaaS Engineering Best practices 40

Clarabridge

MAY 10, 2018

From 2008 to Today, and Back to the 80s: C3 2018 Day 2 Highlights. . Executive Vice Chairman, Founder and Chief Strategy Officer Sid Banerjee took us through the inception of the company and how the Clarabridge product suite has evolved to help brands optimize customer data and transform experiences.

Chatbots 40

Chatbots Coaching Self service Best practices 40

Integrity Solutions

MARCH 3, 2020

The most persistent contact center challenges can be overcome by making coaching a part of the culture and developing your agents’ listening and problem-solving skills. For several years we’ve been participating in Customer Contact Week (CCW), the world’s largest customer contact event series. The Power of Coaching.

Contact Center 60

Contact Center Coaching Scripts Management 60

Comm100

DECEMBER 1, 2017

2018 is just around the corner, which means that companies around the world are planning (or have already planned) their business goals for next year. For many organizations, a huge part of this new year task is setting contact center priorities — priorities that can have a colossal impact on the customer experience. 2 for Companies.

Contact Center 42

Contact Center Customer centricity Journey mapping Benchmark 42

CX Global Media

JULY 17, 2018

Make no mistake, Call Center Coach is not only the name of our business — it’s an industry need. According to an Executive Priorities report from Strategic Contact , coaching is the number one priority in contact centers. In many circles, the thought of coaching is about supervisors coaching agents. Click to Tweet ).

Contact Center 179

Contact Center Coaching Construction Call Center 179

Customer Service Life

MARCH 24, 2018

This article was originally published on the ICMI Blog on December 21, 2018. From my vantage point, the adoption of chatbots is much slower, and vendors are flooding the market, but I think in 2018 we’ll see these gain more traction as companies figure out how to use chatbots in a way that doesn’t inhibit the customer experience.

Coaching 60

Coaching Chatbots Contact Center SaaS 60

Kayako

APRIL 29, 2019

When employees know they have a say in the evolution of customer experience , they will take more ownership of their individual contributions. For customer-facing teams, this means accountability for customer service and outcomes. Customer service can be taxing even when things are running smoothly.

Customer Service 65

Customer Service Employee engagement Customer centricity Entertainment 65

Customer Service Life

JANUARY 15, 2019

This article was originally published on the FCR blog on December 10, 2018. As I did further investigation I learned that on some forms agents could earn extra credit for “Going above and beyond for the customer” or for “WOWing them.” Clearly verifying customers should be a priority when coaching Bob.

Calibration 75

Calibration Quality calibration Coaching Contact Center 75

Customer Service Life

AUGUST 22, 2019

To summarize, the author of the article listened to earnings calls for 50 S&P 500 companies in 2018 and found that NPS was mentioned 150 times. Let’s first look at the three most popular customer survey metrics and how they’re measured and then I’ll share a way to approach the results more holistically. Survey timing also varies.

Contact Center 106

Contact Center Metrics Surveys Coaching 106

CX Global Media

JULY 17, 2018

Make no mistake, Call Center Coach is not only the name of our business — it’s an industry need. According to an Executive Priorities report from Strategic Contact , coaching is the number one priority in contact centers. In many circles, the thought of coaching is about supervisors coaching agents. Click to Tweet ).

Contact Center 136

Contact Center Coaching Construction Call Center 136

SharpenCX

SEPTEMBER 8, 2021

Loyal customers spend more in general, and the amount they spend tends to increase with the number of times they’ve shopped at a business. Of course, your customers notice if your product or service surpasses their standards. Do you have fast customer service? Do you keep track of your customer’s history?

Customer advocacy 128

Customer advocacy Contact Center Surveys Coaching 128

Kayako

SEPTEMBER 20, 2018

This can be especially true within the field of B2B sales, where customers are more informed than ever before, have higher expectations than in the past, and where existing customers are perfectly willing to switch to one of your competitors if you fail to provide the kind of experience they demand. .

Best practices 81

Best practices B2B Sales Customer Experience 81

TLC Associates

JUNE 20, 2019

And if your business sells to consumers, you’re hopefully ramping up your customer service to handle the seasonal spikes from Christmas sales. Wait any longer and you’ll put your overall customer satisfaction at risk. July is the perfect time to reflect on last year’s holiday customer service.

Customer Service 40

Customer Service Average Handle Time Abandon rate outsourcing 40

Talkdesk

MARCH 14, 2018

As Artificial Intelligence and self service merge to allow customers to meet more of their customer service needs on their own, the types of inquiries that require agent assistance are typically more complex and/or urgent. Talent Priority #2: Expanding training programs.

Contact Center 40

Contact Center At home agents Coaching Contact center software 40

Fonolo

NOVEMBER 17, 2020

To achieve that within a remote or hybrid work environment, we’re going to see more contact centers reach for a cloud-based technology that drives camaraderie, increases visibility, allows supervisors to coach from anywhere, and enables agents to self-manage.” Historic Call Center & Customer Experience Trends.

Contact Center 176

Contact Center Gamification Call Center Average Handle Time 176

aircall

JANUARY 24, 2022

It’s a mistake to view your customer support team as a cost center. When you make your customers feel important, your customer service team becomes a growth center that drives your revenue up continually. The Importance of Making Customers Feel Valued . In terms of revenue, good customer service counts for a lot.

Call Center 126

Call Center Best practices call center software CRM 126

TLC Associates

MARCH 3, 2020

Imagine an enrollee of a healthcare insurance provider calls the company’s contact center to discuss a service issue. If your customer service team sees them as a “patient” as opposed to a “customer,” chances are you’ve already lost their confidence – and possibly their business.

Healthcare 65

Healthcare First call resolution Coaching Government 65

SharpenCX

JULY 9, 2020

And it isn’t good for your customers. Recruiting and training new hires cuts into the valuable time available for coaching and developing your team. And, helping your agents’ refine their skills expands their knowledge, too, so they can consistently deliver great service for your customers. Learn 9 ways how. Here’s how.

Coaching 67

Coaching Metrics Contact Center Morale 67

Livepro

JUNE 19, 2019

Topic: ‘AI for Customer Service’. She pitches at startup events such as Launch Festival Sydney, and in July 2018, the collaboration of Pat Inc and V-KAIWA was a finalist in the Bill and Melinda Gates Foundation, XR Education Challenge in LA. Pat Inc won global Best New Algorithm for AI 2018/2019.

Government 75

Government Gamification outsourcing Consulting 75

CX Accelerator

APRIL 11, 2018

Or, you look at your to-do list at the end of the day, and realize that it's not just that you didn't spend your time coaching your team or any of your other big priorities; your list for tomorrow is also filled with distractions that won't do anything to help your team accomplish what matters most. Karin was named on Inc.'s

Customer Experience 182

Customer Experience Wireless Journey mapping Coaching 182