ProProfs Blog

JUNE 30, 2020

That’s the true essence of customer service experience. To help you understand this essence and develop better customer service strategies, we’ve curated a list of some of the best customer service books below. These books can help you: Work towards better leadership strategies. Customer Service Books on Leadership.

Customer Service 128

Customer Service Chief Customer Officer Customer centricity Marketing 128

Beyond Philosophy

MARCH 23, 2023

You must focus on your employees if you want a great experience that delivers service excellence. I got it from a book I read twenty-five years ago called The Service Profit Chain: How Leading Companies Link Profit and Growth to Loyalty, Satisfaction, and Value by James L. So their Reference Point changed, and not in a good way.

Management 195

Management Personalization Customer Experience Consulting 195

Fonolo

OCTOBER 26, 2022

Impeccable customer service and experience? Call center managers and leaders have some of the hardest jobs when it comes to agent engagement. And if you tack on impatient or rude customers, inspiring agents just gets harder. Your first step to inspiring your agents at work is to recognize how difficult their jobs can be. .

Call Center 142

Call Center Abandon rate Education Contact Center 142

Callminer

MAY 27, 2020

Maximizing the value your employees derive from their roles within your organization on a daily basis – satisfaction, engagement , accomplishment, community and more – has the potential to build loyalty among your workforce in ways higher wages never could AND benefit your business’s bottom line. ” – Tarika.A,

Employee engagement 254

Employee engagement Surveys Feedback Personalization 254

Playvox

JANUARY 30, 2024

There’s more to engaging, motivating, and empowering employees than simply giving lip service with buzzwords like “you’ve got this,” “quick win,” and “continuous improvement.” Implemented correctly, gamification can increase motivation and engagement. Adding game-like elements is one way. Yet managers continue to fall short.

Gamification 79

Gamification Contact Center Coaching Quality management 79

Fonolo

APRIL 5, 2022

What comes to mind when you think of the ideal call center leader? While those are certainly beneficial, the right candidate needs a lot more than that to make it as a successful call center leader. If you want your agents to consistently meet company goals, you must invest in the right leaders, including managers and supervisors.

Call Center 99

Call Center Contact Center Gamification Construction 99

TechSee

AUGUST 31, 2022

After speaking with hundreds of customers, enterprise buyers and our global team of customer success leaders, below are the five key questions to ask when evaluating a provider for your business. Consider your team culture and their technology stack. What can I expect over the first 3, 12 and 36 months? Internal Adoption.

APIs 109

APIs Enterprise Technology Self service 109

Callminer

APRIL 21, 2020

Learn more about how gamification can help boost call center agent performance by downloading our white paper, Using Gamification to Improve Contact Center Performance. Meet Our Panel of Call Center Managers & Business Leaders: Adeel Shabir. Read on to learn about effective leadership activities you can use in your organization.

Call Center 182

Call Center Management Scripts Coaching 182

Taylor Reach Group

MAY 11, 2021

Even with inspiring mission and vision statements, a gap can exist between the statements and the culture that is actually experienced as you cascade down through the organization. When revenue is down or CSAT is lower than expected, heads turn to call centre operations leaders… and the pressure is on!

Customer Service 145

Customer Service Front-line service Call Center Accountability 145

CX Accelerator

AUGUST 1, 2018

Working in customer service or customer experience can take a massive toll on your physical and mental well-being. How can we create an environment that gives life instead of sucking it out of us? How can we create an environment that gives life instead of sucking it out of us? Nate Light queue?

Contact Center 182

Contact Center Healthcare Coaching Education 182

Uniphore

DECEMBER 6, 2021

Contact centers can have the best customer service agents and the latest and greatest technology. They can even implement superb customer experience strategies; but without an able and trustworthy leader at the helm, they will ultimately fail. Experience on the Frontline.

Contact Center 52

Contact Center Morale Coaching Technology 52

Fonolo

JANUARY 14, 2020

Which customer service blog posts helped to shape the last decade for you? . Not only has technology changed the way we interact with customers, but it’s also massively changed the way we communicate with our peers within the industry. Here, we cover the 20 best customer service blogs and influencers to follow in 2020.

Customer Service 136

Customer Service Chief Customer Officer Contact Center Call Center 136

CX Accelerator

SEPTEMBER 24, 2019

But Customer Experience (CX) specifically holds some challenges that many new leaders can take weeks or months to grasp. Most people know what salespeople or customer service representatives do. Oh, so that’s customer service, right?” This lack of understanding can be a problem. okay… so what do you actually do?”

Customer centricity 282

Customer centricity Education Government Personalization 282

Vonage

SEPTEMBER 15, 2017

Over the last 10 years we have had the pleasure of working with many global organisations, across many sectors; retail, financial services, telecoms, technology, hospitality, professional services on the design and implementation of their Branded Customer Experience * (BCE) programmes.

Customer Experience 106

Customer Experience Morale Government Management 106

Up Your Service

MARCH 17, 2020

If you’re a leader in this unfolding drama, there is no clear view of the direction or duration of the crisis. And customers are asking for new flexibility or demanding service you are not able to offer. This calls for a unique blend of service and care for others. The concept of leadership as service is not new.

Airlines 83

Airlines Government Morale Banking 83

Nicereply

NOVEMBER 23, 2023

Quotes can be powerful reminders. They’re short, impactful, and can quickly bring us back to what’s important. But staying focused on customer satisfaction can be tough with so many daily tasks and goals. So, how can we keep this critical aspect front and center? Quotes can be powerful reminders.

SaaS 59

SaaS Feedback Brand ambassadors B2B 59

inmoment

FEBRUARY 11, 2020

I have witnessed this process from the perspective of an Account Manager, Implementations Manager, a member of the Product Team, a Business Operations Manager, and now as the Director of Learning Services. To get you started, I’ve outlined 5 easy steps to help you craft an effective CX training approach for your business.

Accountability 88

Accountability Customer centricity Employee engagement Management 88

Up Your Service

FEBRUARY 26, 2020

Personalized Customer Service. For some, these words represent a true transformation of organization and culture. To build a “customer-obsessed” culture we need people to think and act differently. We need leaders who inspire innovation of experience as well as innovation of quality or productivity.

Customer centricity 98

Customer centricity Education Engineering Best practices 98

SharpenCX

JUNE 11, 2020

Yet contact center leaders still struggle to engage agents, develop their teams, and improve performance. Download Now: Get real about coaching agents with these 7 methods you can apply today. The typical call center performance review isn’t structured in a way that helps your agents learn, understand, then improve. for Gallup.

Call Center 76

Call Center Coaching Contact Center Feedback 76

ijgolding

JANUARY 28, 2018

James has been inspired by many of the most recognised customer centric brands in the world – all of whom believe that you must treat your employees in the way you want them to treat your customers. If any leader aspires to ‘put the employee first’, then it is important to have structure and rigor in doing so.

Employee engagement 78

Employee engagement Customer centricity Customer Experience Enterprise 78

Eptica

JUNE 11, 2020

Date: Thursday, June 11, 2020 Author: Pauline Ashenden - Demand Generation Manager Customer service: what you can learn from great historical figures. Focusing consistently on the little things is essential for perfect customer service and one of the basic principles behind building trust. More about Michel de Montaigne ] 5.

Customer Service 72

Customer Service Best practices Customer centricity Metrics 72

CX Accelerator

AUGUST 1, 2018

Working in customer service or customer experience can take a massive toll on your physical and mental well-being. How can we create an environment that gives life instead of sucking it out of us? How can we create an environment that gives life instead of sucking it out of us? Nate Light queue?

Contact Center 140

Contact Center Healthcare Coaching Education 140

Toister Performance Solutions

AUGUST 16, 2018

Visitors can explore the flight deck, crew quarters, and other areas of the ship while enjoying a self-guided audio tour narrated by Midway sailors. It features an incredible service culture where volunteers and employees go out of their way to create a special experience for guests. out of 5) stars on Google 4.5 (out

Entertainment 65

Entertainment Education Feedback Surveys 65

ClearAction

JANUARY 12, 2022

In the end, it’s the most promising way to build long-term value.” Inspiration for this KPI is the customer experience value quotient : 5. The stock price for customer experience (CX) leaders grew 34%, in comparison to 5% for CX laggards and 20% for the S&P 500 during the same time period.

Government 62

Government Enterprise Customer centricity Banking 62

Playvox

SEPTEMBER 30, 2022

Customer support teams can get a bad rap — people in other departments may think your team is just a cost center within your business or that it’s not as crucial as other teams. But as a contact center leader, you play a big role in breaking down these stereotypes. Your Customer Service Team Matters.

Customer Support 67

Customer Support Contact Center Upselling Customer centricity 67

JivoChat

AUGUST 4, 2022

Job knowledge performance review phrases can help you to communicate better when you need to give feedback to an employee or a team member. It’s important to let people, who you manage or are under your leadership on a project, know what they are doing well and the points where they can improve. Needs Improvement.

Construction 75

Construction Feedback Morale Personalization 75

CSM Magazine

OCTOBER 5, 2020

If you’re a leader in this unfolding drama, there is no clear view of the direction or duration of the crisis. And customers are asking for new flexibility or demanding service you are not able to offer. This calls for a unique blend of service and care for others. The concept of leadership as service is not new.

Airlines 52

Airlines Government Morale Banking 52

ShepHyken

MAY 22, 2023

Each week, I read many customer service and customer experience articles from various resources. To Drive Customer Retention, Don’t Neglect Culture by David Ducharme and Nick Furman (Gallup) Neglecting culture affects your teams and your customers. Here are my top five picks from last week.

Customer Service 34

Customer Service Customer retention Best practices Customer Experience 34

Toister Performance Solutions

AUGUST 8, 2019

Advertising disclosure: We are a participant in the Amazon Services LLC Associates Program, an affiliate advertising program designed to provide a means for us to earn fees by linking to Amazon.com and affiliated sites. Imagine you could develop a customer-focused culture. It defines a leader as "a person who leads."

Customer Service 72

Customer Service Employee engagement Advertising Contact Center 72

Provide Support

JUNE 1, 2017

5 Tips for Effective Leadership in Customer Service. Customer service team success is most significantly influenced by service-focused culture that starts at the top and works its way throughout the company. Read more. © 2003 - 2017 Provide Support LLC. Published in Provide Support Blog , 2017.

Customer Service 65

Customer Service 65

Monet Software

JUNE 29, 2021

QA also demands time, attention to detail and a human touch to ensure that agents feel supported in their jobs and included in the culture. . How can you make that happen in these brief meetings? Responses to constructive criticism can range from dejection to defensiveness. 7 Communicate both ways. Here are a few tips. #1

Contact Center 62

Contact Center Feedback contact center workforce Construction 62

Netomi

JULY 26, 2022

Last week, customer experience (CX) executives from around the world gathered in Boston for CXFS: Customer Experience for Financial Services to discuss the latest in CX design, innovation, culture and strategy in financial services. Top 5 Takeaways from CXFS 2022: Customer Experience for Financial Services.

Banking 52

Banking Personalization Customer Experience Analytics 52

SharpenCX

AUGUST 26, 2020

The Agile Manifesto , which is usually your engineering team’s go-to guide for management, can help leaders in every department. It helps leaders prioritize their people and team communication over rigid processes and tools. Reduce call abandonment rate by 5% by the end of the month. Yes, including your contact center.

Call Center 67

Call Center Abandon rate Management Benchmark 67

CSM Magazine

NOVEMBER 3, 2022

Magnus Geverts of Calabrio discusses what organisations can do to support their frontline staff. . In the latest State of the Contact Centre Report the vast majority of consumers (97%) and contact centre managers (98%) agree that customer service interactions have an impact on customer loyalty. 5 Ways to Empower your Brand Guardians.

Gamification 52

Gamification Coaching Analytics Customer centricity 52

Netomi

JULY 26, 2022

Last week, customer experience (CX) executives from around the world gathered in Boston for CXFS: Customer Experience for Financial Services to discuss the latest in CX design, innovation, culture and strategy in financial services. Top 5 Takeaways from CXFS 2022: Customer Experience for Financial Services.

Banking 52

Banking Personalization Analytics Customer Experience 52

aircall

MAY 21, 2021

They want your services to be informative, helpful, accessible, easy, and timely. Do you think that your customers would give you a 5-star rating on every account? If not, a human-centered design (HCD) might be in order, and we can attribute much of that to the recent pandemic. Why Is Human-Centered Design Important?

Journey mapping 62

Journey mapping Sales CRM Call Logging 62

Up Your Service

JANUARY 7, 2018

The 12 Building Blocks of Service Culture shape the environment, experience, and enthusiasm of your team. Your Service, we help you assess your current activities, select areas for improvement, and develop a plan to deliver early quick-wins and longer-term sustainable results. Common Service Language. Service Recruitment.

Benchmark 63

Benchmark Education Best practices Metrics 63