ShepHyken

FEBRUARY 14, 2022

Each week I read many customer service and customer experience articles from various resources. Are You Asking the Right Customer Experience Questions? It’s these meaningful, actionable, high-quality customer perspectives that fuel unforgettable experiences and create brand loyalty. by Janelle Estes.

Customer Service 308

Customer Service Surveys Customer Experience Accountability 308

CCNG

NOVEMBER 16, 2022

When most business leaders hear the term “improve customer experience,” many immediately think of investment … new systems, more customer service agents, etc. With the right approach, improved customer experience can also dramatically reduce operating costs.

Customer Experience 195

Customer Experience CCNG Customer centricity Big data 195

Callminer

MAY 27, 2020

The very people who keep businesses functioning and evolving are all too often overlooked to primarily focus on satisfying paying customers. However, it is of critical importance that every employee’s experience with your company be taken seriously. When reviewing, it’s important to set achievable goals for your employees.

Employee engagement 254

Employee engagement Surveys Feedback Personalization 254

ShepHyken

MAY 23, 2022

Each week I read many customer service and customer experience articles from various resources. Customer Experience Leaders Can Learn from Baseball by Lynn Hunsaker. 3 Common Customer Complaints and How to Address Them by DP Taylor. Here’s how to apply them to your business.

Customer Service 162

Customer Service Coaching Customer Support Customer Experience 162

ShepHyken

NOVEMBER 1, 2020

Each week I read a number of customer service and customer experience articles from various resources. If Customer Service Reps Were Honest [Spooky Edition]: The Scary Reality Your Customer Service Agents Face Every Day Plus How You Can Help by Veronica Krieg. But how about customers?

Customer Service 260

Customer Service Customer Support Self service Customer Experience 260

ShepHyken

NOVEMBER 14, 2022

Each week, I read many customer service and customer experience articles from various resources. Partnering in Complex Times: Turning to the Experts for Best-In-Class Customer Experience by Harvard Business Review. Top 14 Tips for Connecting with Customers from CMOs by Sarah Franklin. 3-5, 2022.

Customer Service 174

Customer Service Banking Customer effort Marketing 174

ShepHyken

SEPTEMBER 4, 2023

Each week, I read many customer service and customer experience articles from various resources. Elevating Customer Experience: Embracing Hospitality as the Foundation by Charles Ryan Minton (Newsweek) When it comes to providing exceptional customer experiences, few industries excel quite like the hotel business.

Customer Service 168

Customer Service Customer retention SaaS Best practices 168

JustCall

MAY 14, 2024

Wouldn’t it be great if they could start helping customers quickly without sacrificing valuable time? The longer training takes, the more it can impact your bottom line. If you, too, want to train your agents and create a seamless onboarding process, you are on the right page. Training them is the key. But it takes time.

Contact Center 52

Contact Center Coaching Call Center contact center solutions 52

ShepHyken

DECEMBER 27, 2021

Each week I read many customer service and customer experience articles from various resources. Expert Shares Tips for Managing Online Reviews by Mike Manges. (10 Expert Shares Tips for Managing Online Reviews by Mike Manges. (10 Or maybe you had a private word with the owner or manager.

Customer Service 180

Customer Service Coaching Marketing Call Center 180

ShepHyken

NOVEMBER 22, 2021

Each week I read many customer service and customer experience articles from various resources. 6 Ways To Create Customer Experience Consistency Throughout Your Organization by John R. Franchise Update Media) Is the level of experience your customers receive dependent on which employee they encounter?

Customer Service 209

Customer Service Customer Experience Surveys Management 209

ShepHyken

JULY 9, 2021

He writes about how to cultivate a customer community. All company leaders know that their customers are the lifeline of their business — without loyal customers who would rather choose your product or service over one of your competitors, your business could ultimately become stagnant and fail.

Consulting 337

Consulting Consulting Enterprise B2B 337

ShepHyken

AUGUST 16, 2021

Each week I read many customer service and customer experience articles from various resources. 16 Great Customer Service Tips and Examples by Tom Coombe. Small Business Trends) Customer service in the U.S. My Comment: Great customer service isn’t rocket science. I love the GIF’s!

Customer Service 224

Customer Service Technology Marketing Contact Center 224

delighted

FEBRUARY 26, 2024

Even if you’re just starting your customer experience (CX) management program, you’ve probably heard of Net Promoter Score (NPS): it’s one of the most popular customer experience metrics to measure customer loyalty and satisfaction. What is NPS? That’s all you need!

Surveys 97

Surveys Best practices Feedback Personalization 97

ShepHyken

JUNE 10, 2019

Each week I read a number of customer service and customer experience articles from various resources. Voice of the Customer Surveys: Expert Tips for Creating Effective Surveys & Must-Ask Questions for Gaining Valuable Insights by CallMiner. The common theme is that they are short and easy on the customer.

Customer Service 276

Customer Service Surveys Customer Experience Feedback 276

ShepHyken

AUGUST 10, 2020

Each week I read a number of customer service and customer experience articles from various resources. How to Increase Customer Loyalty: 5 Customer Retention Strategies by Christopher Hutchens. My Comment: Let’s start this week with a list of customer retention strategies. Are they the same?

Customer Service 232

Customer Service Customer retention Customer centricity Education 232

Fonolo

OCTOBER 12, 2021

Conversations around call center optimization often focus on technology, training, and metrics, but call center workforce optimization also includes the physical elements of your operation. The physical environment in your call center can be just as impactful as the technology you use. Focus on your floor plan.

Call Center 147

Call Center Agent burnout Abandon rate call center workforce 147

ShepHyken

MAY 3, 2021

Each week I read a number of customer service and customer experience articles from various resources. An online music gear retailer tackles customer experience with a ‘Sweetwater’ difference by Judy Mott. Retail Customer Experience) Sweetwater Sound Inc., This company is on my radar.

Customer Service 156

Customer Service Entertainment Banking Marketing 156

Fonolo

AUGUST 17, 2021

To optimize your call center’s performance, you need to think about improving your customers’ experience. After all, customer-centric companies are 60% more profitable. While incredible customer service should always be a call center’s goal, it shouldn’t be your only goal. Then, act on your results.

Call Center 156

Call Center Abandon rate Average Handle Time First call resolution 156

Calltools

MAY 3, 2023

Gone are the generations raised to believe the customer is always right. Employees today can have a tendency to take that frustration out on co-workers and even on customers — especially if they don’t feel appreciated, engaged, or otherwise happy in their roles. After all, happy agents make happy customers.

Contact Center 98

Contact Center Coaching Average Handle Time Analytics 98

Fonolo

SEPTEMBER 1, 2022

It’s simple: If you can’t engage and retain employees, you’ll have trouble satisfying customers, too. But if you’re a call center leader, it’s your job to combat that damaging trend. If you don’t, your customer service will suffer, and your call center operations will too. Poor management. Don’t worry!

Call Center 137

Call Center Abandon rate Average Handle Time Morale 137

Fonolo

AUGUST 19, 2021

Burnout is a mix of feeling exhausted, negative, and distant from your job all at once. It also results in reduced efficiency at work, which in turn affects a company’s customer satisfaction and profits. And, those stats are even higher for customer support representatives, including call center agents. High turnover.

Agent burnout 148

Agent burnout Call Center Metrics Contact Center 148

Fonolo

AUGUST 24, 2021

Your call center or contact center environment plays a big role in how engaged your agents are in their day-to-day work. Here are some ways that your work environment affects your agents: Productivity. Customer experience. 8 tips for creating an ideal call center environment. Agent morale.

Call Center 148

Call Center Morale Best practices Contact Center 148

Nicereply

AUGUST 28, 2023

Handling customer complaints is always challenging for customer support managers. There is nothing sexy about business owners having to handle customer complaints but resolving complaints is an inevitable part of running a business. But it doesn’t have to be this way.

Complaint resolution 98

Complaint resolution Feedback Customer Service Sales 98

Nicereply

JANUARY 17, 2024

In today’s hyper-connected world, where customers wield more power than ever before, businesses face an unrelenting challenge: customer complaints. Did you know that, on average, dissatisfied customers will share their negative experiences with 9-15 people ? Why solve customer complaints?

Complaint resolution 105

Complaint resolution Scripts Feedback Wait times 105

PeopleMetrics

APRIL 30, 2021

What does world-class customer experience look like? The key lies in how those experiences are designed and managed internally through things like survey design, program configuration, employee engagement and more. Discover our award-winning Customer Experience (CX) blog: [link]. Watch on YouTube. ? ? ?.

Customer Experience 133

Customer Experience Employee engagement Surveys Accountability 133

Fonolo

MARCH 3, 2022

Call center management requires high levels of attention, coordination, and strategy, especially as remote work environments become more and more of a reality. . How can managers promote productivity , ensure employee engagement, and satisfy customers while managing a virtual call center? What is Call Center Management?

virtual call center 87

virtual call center Call Center Management call center software 87

Fonolo

MARCH 14, 2023

Your customers want thoughtful and empathetic service, and that’s not something you can get from technology alone. Skilled agents are key to delivering a great customer experience, and agent retention is vital to a healthy contact center. So how do you retain the best-skilled agents for your business?

Call Center 95

Call Center Contact Center Self service Contact center software 95

Fonolo

JULY 20, 2021

You’re probably familiar with IVR, or Interactive Voice Response, is a menu system that connects customers to the information they need in your call center. Despite the efficiency that IVRs offer, most customers don’t like using them. That’s right – about 61% of customers associate IVRs with a poor customer experience.

Interactive Voice Response 142

Interactive Voice Response Call Center Abandon rate call center software 142

delighted

AUGUST 4, 2023

However, as your program continues, regularly reviewing and digesting negative feedback can start to feel draining and defeating. You may feel like the bearer of bad news or like customers are always mad at you personally. Running a CX program isn’t always 5-star reviews and promoter NPS responses. Let’s dive in.

Feedback 76

Feedback Management Surveys Personalization 76

Totango

NOVEMBER 1, 2021

Building and leading a customer success team is no easy feat. From gaining the buy-in of other departments to training team members and earning customers’ trust, the role of a customer success leader can be as challenging as it is rewarding. 5 Key Takeaways. 5 Key Takeaways. Need help leading your CS team?

Enterprise 100

Enterprise Best practices Management 100

Fonolo

MAY 11, 2021

With advances in online communication, and the court of public opinion that social media now provides, brands and their customer service faux pas are more exposed than ever. This is why setting and managing customer expectations and their perceptions is key. What is customer expectation?

Advertising 108

Advertising Wait times Education Service level 108

Toister Performance Solutions

DECEMBER 7, 2023

You're a customer service trainer. You care deeply about helping employees develop customer service skills. It bothers you when employees' managers aren’t nearly as invested. These managers take a "fix my people" approach. The manager delegates customer service training to you and expects you to do all the work.

Management 109

Management Customer Service Feedback Marketing 109

CallSource Insights

NOVEMBER 29, 2022

Quick Summary: While it may not generate revenue directly, your company’s reputation is the foundation for all of your local word-of-mouth marketing efforts. In this article are a few reasons why your company’s reputation matters now more than ever. You can also check out our reputation management tools for businesses here.

Benchmark 97

Benchmark Automotive Feedback Sales 97

Real Blue Sky

APRIL 17, 2023

The contact center is the primary hub of contact between your organization and your customers. Ken Blanchard is credited with reminding us to “Take care of your customers or someone else will.” It is critical that contact centers operate effectively to efficiently meet customer expectations.

Contact Center 98

Contact Center Metrics Technology Self service 98

JustCall

APRIL 3, 2024

A surge in call volume is always good news for your business. It shows more customers are interested in your product or service. But, it also leads to chaotic calls and handling long call queues for customer support and sales teams. It can further lead to a dip in customer experience and a shrinking ROI.

Sales 52

Sales Interactive Voice Response Abandon rate Wait times 52

ClientSuccess

DECEMBER 5, 2022

What is a Customer Advisory Board (CAB)? A Customer Advisory Board (CAB) is a powerful tool for SaaS companies to maximize customer success. It helps drive better relationships between customers and the company, ensure customer satisfaction, and increase loyalty. Build Your CAB with the Right Mix of Customers.

SaaS 87

SaaS Customer advocacy Feedback Enterprise 87

Fonolo

JANUARY 28, 2021

Looking for a secret weapon to improve customer perception? Chances are, you already have one in your arsenal. An unsung hero of the contact center, managers are typically known for overseeing daily operations. So how can contact center managers help your business shine in the eyes of your customers?

Contact Center 175

Contact Center Management Call Center Feedback 175