Cisco - Contact Center

MARCH 26, 2024

This week marks the release of the 2024 CRN Partner Program Guide , which lists vendors that offer products and services through the indirect IT channel. Each year, CRN recognizes “an elite subset of t… Read more on Cisco Blogs

52

52

ShepHyken

MARCH 30, 2021

How to create a 5-Star Experience for Your Customers Every Time. They discuss tips on how to achieve 5-Star ratings from the hospitality perspective. Many business owners like the thought of having consistent 5-Star reviews but don’t know where to begin. Shoot for the stars.

Advertising 347

Advertising Marketing Feedback Customer Experience 347

Interaction Metrics

JANUARY 15, 2019

For anyone who hasn’t used a ridesharing app, once you’ve arrived at your destination, the app asks you to rate your driver between 1 and 5 stars. The post Answering NPR: Why 5-Star Rating Systems Don’t Work appeared first on Interaction Metrics.

Metrics 48

Metrics Feedback 48

Interaction Metrics

JANUARY 15, 2019

For anyone who hasn’t used a ridesharing app, once you’ve arrived at your destination, the app asks you to rate your driver between 1 and 5 stars. The post Answering NPR: Why 5-Star Rating Systems Don’t Work appeared first on Interaction Metrics.

Metrics 48

Metrics Feedback 48

Beyond Philosophy

NOVEMBER 5, 2020

The last time you looked up product reviews, which ones did you notice first, 5-star, or 1-star? Also, how many 5-star reviews does it take to offset a 1-star review? It’s why we notice the 1-star review before the 5-star. It must be four- or five- stars for me to buy it.

Consulting 324

Consulting Consulting Advertising Best practices 324

Nicereply

MAY 16, 2022

Stars, smileys, or thumbs? 5-Star Scale. We’ve introduced a lot of exciting updates lately, but the biggest news is definitely our 5-Star Scale for CSAT surveys! A 5-star survey is one of the most popular ways to gather customer feedback. 10-Stars Scale. Can’t decide?

Surveys 98

Surveys Benchmark Metrics Feedback 98

Win the Customer

JANUARY 5, 2015

Highly effective and quality service like that delivered by the Ritz-Carlton Hotels is a prime example of organizations that have mastered the art of going above and beyond in the call of service through their innovative service experience. An experience with a team member at the Ritz-Carlton is different in that they will deliver a […].

Customer Service 144

Customer Service 144

ShepHyken

MARCH 13, 2023

Top Takeaways: In this episode of Amazing Business Radio, Katie Mares shares the five steps to executing a 5-star experience. How do you deliver a 5-star customer experience? Understand that what you say and how you say it matters. Choose words that elevate the experience. Use your customer’s name.

Customer Experience 156

Customer Experience Personalization Customer Service 156

Cisco - Contact Center

MARCH 29, 2023

I’m thrilled to share that CRN recognized Cisco with a 5-Star rating in their Read more on Cisco Blogs In today’s Age of the Partner, having a strong partner engagement model is not just table stakes; it’s a game-changer.

87

87

ShepHyken

JUNE 8, 2023

If your business starts gathering lots of negative reviews or has a poor star rating, potential customers are more likely to distrust and avoid your company. BrightLocal found that a huge 87% of customers will not consider a company with a rating below 3 stars. For 38% of customers, you need a 4-star rating, minimum.

Customer Experience 156

Customer Experience Upselling Accountability Feedback 156

Steve DiGioia

NOVEMBER 8, 2022

RELATED POST: 5 Things Pro Wrestling Teach Us About Customer Service. Don’t try to compete with the star but learn his moves. Become the Next Company Superstar Using These 5 Tactics. The post 5 Clever Ways To Become The Next Superstar Employee appeared first on Steve DiGioia Customer Service Blog. Who does he learn from?

Customer Service 182

Customer Service Personalization 182

Beyond Philosophy

DECEMBER 8, 2022

stars and trying to get to 5 stars, it might require more work, and it might not. A huge positivity bias exists; something like 80 or 90% of all the ratings on Amazon are four stars and above. Therefore, the effort required to get five stars depends on what the 4.5 It depends on a couple of things. However, if 4.5

Consulting 195

Consulting Consulting Metrics Personalization 195

Beyond Philosophy

JULY 14, 2022

Many of you know I also have a podcast called “ The Intuitive Customer. ” We had a 5-star review titled “Delightfully Humorous and Informative” that I thought I would share: “The dynamic between the two hosts absolutely makes the podcast. ” I love that review, and not only because it was 5-stars.

Coaching 413

Coaching Consulting Consulting Personalization 413

Steve DiGioia

APRIL 3, 2023

The restaurant was nothing fancy, your typical “sports bar” type, so of course, I didn’t expect 5-star service. 5 Ways to NOT Ghost Your Customer Acknowledge your customer’s presence. Example: The other day, my family and I entered a restaurant for a late lunch. Finally, the other host stops by and says, “ How many? ”.

Surveys 162

Surveys Customer Service 162

delighted

MARCH 15, 2023

more likely to purchase after a 5-star experience than after a 1- or 2-star experience. more likely to recommend a company after that 5-star experience. But to increase the number of 5-star ratings you receive, you need to enable more experiences that meet or go beyond customer expectations.

Feedback 92

Feedback Accountability Surveys Metrics 92

ShepHyken

FEBRUARY 19, 2019

It becomes easier to leave a simple 5-star review rather than a negative one or no review at all. Companies need to define what a 5-star rating means so that their customers are on the same page. People are inundated daily with requests for feedback.

Feedback 190

Feedback Metrics Surveys Customer Experience 190

aircall

MAY 16, 2017

The post 5 customer support job descriptions to build an all-star team appeared first on Customer Experience & Cloud Call Center | Aircall Blog. Keep the training actionable and precise, but make sure it’s engaging. Otherwise, it won’t leave a lasting and worthwhile impact on the team, to everyone’s detriment.

Customer Support 81

Customer Support Virtual Agent Coaching Accountability 81

Help Scout

AUGUST 22, 2023

Use these 5 steps to treat your customers to a 5-star experience. A great service experience can save the day when things go wrong. Read the full article

Customer Service 80

Customer Service 80

CCNG

NOVEMBER 15, 2023

If the customer’s application requirement is for “inbound voice for 5 queues”, one PS vendor might propose skills-based routing for up to 10 skills, call back, screen pop and custom reports, while another one proposes queue-based routing for up to 5 skills, no call-back or screen pop and standard out-of-the-box reports.

Contact Center 195

Contact Center CCNG Cloud contact Consulting 195

ShepHyken

APRIL 27, 2020

” 15 Customer Service Strategies To Help You Deliver A 5-Star Experience by Forbes Coaches Council. Forbes) If your company is struggling, transforming your customer support into a 5-star experience can inject new life into your business. Not sure where to start? Follow on Twitter: @Hyken.

Customer Service 201

Customer Service Government Coaching Customer Experience 201

GetFeedback

MAY 8, 2018

Great customer support is about to sustain your business. Why measure is about quality, not quantity. Learn how to measure .

Metrics 60

Metrics Customer Support 60

CCNG

JULY 20, 2022

Organizations are constantly striving for 5-star ratings on social media claiming it’s the lifeblood of their ability to acquire and retain customers. Would your employees give you 5-star ratings not on how you deliver on the customer experience but how you engage them in the growth of the business?

CCNG 195

CCNG Consulting Consulting Contact Center 195

Myra Golden Media

APRIL 21, 2021

Two things stand out from my chat interaction, though the entire discussion was 5-star. I loved that the chat agent was knowledgeable, courteous, and friendly. And that I hadn’t reached a useless chatbot telling me what the robot could not do. The Agent Wrote in a Friendly Tone.

Chatbots 177

Chatbots Customer Experience Customer Service 177

ShepHyken

JANUARY 6, 2020

My Comment: What if you could offer your customers, not a five-star experience, but an eleven-star experience? Have a meeting and brainstorm what the eleven-star or 10X price looks like. The post 5 Top Customer Service Articles for the Week of January 6, 2020 appeared first on Shep Hyken. What would that look like?

Customer Service 260

Customer Service Journey mapping Contact Center Customer Experience 260

PeopleMetrics

AUGUST 11, 2014

“I would not be successful without the fantastic group of individuals on my team; they make me feel and look like a rock star.” “I would put them up against any team in the country,” she says.

Brand ambassadors 112

Brand ambassadors Customer Experience Customer centricity Feedback 112

ShepHyken

MARCH 1, 2021

My Comment: Augie Ray is a rock star analyst with Gartner. 5 key principles for a successful e-commerce user experience by James Brooke. 5 ways to have WFH love their jobs by Centrical. It covers 5 actionable tactics that will ensure your WFH employees love their work, your company, and your clients.

Journey mapping 196

Journey mapping Customer Service Customer centricity Self service 196

Voiptime

NOVEMBER 6, 2022

"One of the things that made Apple great was that, in the early days, it was built from the heart” Steve Jobs, founder of the Apple In this guide you'll discover: The proven customer empathy scenarios you can put on the work; What are the three most important issues to building the perfect customer empathy?

Call Center 40

Call Center Customer Service Management 40

ShepHyken

JANUARY 19, 2021

5-Star CX of the Future. Concierge-Like Experiences Using Smarter Technology. Shep Hyken interviews Mahesh Ram, founding CEO of Solvvy. They discuss how next-generation chatbots and automation technology allow brands to deliver concierge-like experiences for consumers.

Chatbots 196

Chatbots Self service Technology Personalization 196

ShepHyken

DECEMBER 7, 2020

Here are some lessons and reminders from the late and great business rock star. The post 5 Top Customer Service Articles For the Week of November 7, 2020 appeared first on Shep Hyken. His life was cut short when he died in a fire last week. Our sincere condolences to his family and friends. The NOW of Work by Mitel.

Customer Service 360

Customer Service Self service Consulting Consulting 360

Micah Solomon

OCTOBER 11, 2018

As Patrick O’Connell, the storied proprietor of the double five star Inn At Little Washington, says in my new book, The Heart of Hospitality: Great Hotel and Restaurant Leaders Share Their Secrets[free chapter link], “Bad habits are not given up easily. Upgrade your technology. Upgrade your standards and your processes.

Customer Experience 256

Customer Experience Customer Service Consulting Consulting 256

Interactions

APRIL 26, 2024

Suffering through a long menu that doesn’t quite fit their issue — and angrily pressing pound, star or zero to hopefully reach a live person — has the same effect. 5: Every interaction strengthens the bond between your brand and your customers. they are neither being valued nor heard. Your callers will hear and know the difference.

Scripts 62

Scripts Customer centricity Chatbots Technology 62

ShepHyken

APRIL 12, 2021

We’ll have to wait for the survey results to come back, but in the meantime, here’s an article that argues that the older generation, specifically “Grumpy Old Men” (as in the movie starring Walter Matthau and Jack Lemmon), may have the edge. 5 Ways to Enhance Customer Experience at a Small Business by Daria Brown.

Customer Service 196

Customer Service Surveys Customer Experience Marketing 196

Hello Customer

JUNE 21, 2023

The 11-star experience When you're a customer interacting with a brand and everything meets your expectations, you’re happy to give a 5-star review to that company in return. But what would happen if an organization aims higher than 5 stars? But what organizations can do is reverse engineer that 11-star experience.

Customer Experience 52

Customer Experience Engineering Feedback Finance 52

ProProfs Blog

JANUARY 18, 2022

This question format is so popular that you must have answered a rating scale question yourself — think about the time when you had to rate your UBER driver or when you checked for “star ratings” before buying your favorite pair of jeans online. 5 Star rating scale*. and share the most accurate answer. Smiley face rating scale*.

Surveys 142

Surveys Best practices Feedback Customer Service 142

The Northridge Group

AUGUST 23, 2022

Health plans that maintain a 4 or 5-star rating are more likely to receive and maintain government contracts so they must be vigilant about fulfilling SLAs for every government entity that provides star ratings. A Success Story.

Healthcare 120

Healthcare Contact Center outsourcing contact center associations 120

Solvvy

JULY 13, 2022

Proven CSAT survey methodologies – Choose between a binary (Easy/Hard) or star (5 star) survey to fit your needs. Build Engaging and Personalized Surveys with Ease. Add a comment box to reconcile scores with qualitative feedback. . Seamless setup – Flatten the learning curve.

Surveys 109

Surveys Feedback Analytics Engineering 109

CSM Magazine

JANUARY 29, 2024

The Accuracy & Accessibility Study is part of the CMS Star Ratings program and includes test calls that are made by CMS “secret shoppers” every year between February and June. Medicare Advantage plans that receive a 5-star rating can enroll beneficiaries and market their products year-round.

Calibration 52

Calibration Call Center Scripts Telecommunications 52