INDUSTRY INSIGHTS YOUR PEERS ARE READING
The result of a business is a satisfied customer.” We have come a long way since the first industrial revolution and are now bursting with new products and services in crowded markets regularly. But an often neglected area is how the organization makes the customer feel. MORE
Dan Somers of Warwick Analytics explains how machine learning is improving the lack of accuracy and relevance associated with sentiment analysis. . Sentiment Analysis is widely used to supplement the analysis of text data in surveys, complaints, reviews and other contact centre data. MORE
Last year, we highlighted some of the key customer service trends to watch in 2018 and many of them came to fruition. Once again, for the third year in a row, here are 7 customer service trends to watch in 2019…. MORE
This is especially true when it comes to the customer service industry. With customers being the foundation of so many businesses, going against their needs can be a make or break decision. This is called reactive service and it’s a way to lose business. MORE
This week we feature an article by Gaetano DiNardi who discusses how many customer service surveys are not giving you proper data and suggests how to improve them. Be honest – even if you are a customer service professional who relies on surveys for your data, when you see someone on the street asking survey questions, how many times do you cross to the other side? Customer Effort Score (CES). Customer Satisfaction Score (NPS). MORE
A new report from the American Customer Satisfaction Index shows a drop in retail customer satisfaction. From department stores like Nordstrom to specialty stores like Bed Bath & Beyond, customers are less happy than they were a year ago. MORE
With all the AI hype in 2017, the customer service industry expected smart machines to truly transform the customer experience. However, while AI has not yet become the answer to all our customer service challenges, the technology is moving forward at a rapid pace, and is en route to achieving the level of impact previously predicted. Scale service capabilities to meet rising customer care demands. MORE
So you’ve done the hard work of gathering customer feedback. You’ve created the perfect survey with a reliable distribution method, and as a result, have a gold mine of customer input at your disposal. Now it’s time to put that data to use with some customer feedback analysis. In this post, we’ll walk through all the basics of customer feedback analysis, from prepping your customer data to using survey analytics tools to simplify the process. MORE
This week we feature an article by Martin Frascaroli who talks about why it is important to meet your customer needs using omnichannel customer service. . Your potential customers want to buy quickly and comfortably through an integrated experience. Customer retention. MORE
Each week I read a number of customer service and customer experience articles from various resources. If the statement doesn’t focus on customers, that’s fine. Then have a customer service vision statement. My Comment: Customer success is a hot topic. MORE
For the last six years, Nunwood (now a part of the KPMG family) have been assessing how customer centric well known brands are across three continents. Last year, Nunwood’s UK analysis concluded that ‘Customer Excellence is here: it’s just not evenly distributed yet’. MORE
This week we feature an article by Gemma Baker that shares three areas that your organization should examine during your regular competitor analysis. One key is to always deliver value to your customers to keep them coming back. – Shep Hyken. MORE
Design standards are not top of mind for you as a customer support professional but they are critical to your customers’ experiences. Your customer wants quick, easy answers to their simple questions. So how can we meet our customer’s self-service demands? MORE
Verint’s Kelly Koelliker, director, global solutions marketing, will present “Innovations and Trends in Customer Service” at 2 p.m. Verint’s Jenni Palocsik, senior director, solutions marketing, will present “The Evolution of Contact Centers to Customer Engagement Centers” at 2 p.m. MORE
Far from profit margin, sales growth, or average purchase value, high-quality customer service has become the most important business metric. They must be responsive on a 24/7 basis, across whatever means of communication the customer desires. MORE
Sometimes how a customer speaks to you is just as important as what is being said. A compact label for this type of refined communication is customer sentiment. As more customer service software solutions are placing an emphasis on sentiment, it should come as no surprise that companies are looking to leverage this “hidden code” in communication to work smarter and more efficiently. For example, a 1,000-word ticket is submitted to your customer service team. MORE
These developments are relatively easy to understand, but as the frame of reference shifts from the “contact center” to “customer care”, other disruptive forces are emerging. Each one needs a detailed analysis, but that will be for another time. MORE
Quality Assurance is a process which makes sure that your result with respect to customer service meets your expected outcomes. Every company must assess its performance and utilize the insights to enhance so as to render exemplary customer service. Customer Feedback. MORE
Expecting an AI model to handle specific unique requests and solve complex problems that your customers might experience is simply unrealistic. One of the areas where it has definitely secured a foothold is in customer service, to varied success. Customer Service MORE
The concept of gamifying customer service isn’t new; organizations have always incentivized employees with record-focused goal setting and friendly competitions as motivation. The post Gamifying Customer Service to Cure Agent Attrition appeared first on Noble Systems. MORE
When it comes to predictive customer service, the methods we’ve covered so far ( product , channels ) have discussed qualitative information — using subjective information and experiences to estimate how people will act. Customer Service MORE
Service recovery is a necessity in every organization regardless of the niche of business. Good customer service involves preparing and planning service issues the organization faces. Hence, customer service recovery is as important as service delivery for any business. MORE
A few Customer Service Tip of the Week subscribers have recently asked me for advice on getting promoted. I also reached out to other customer service leaders for some additional perspective. Nate, a customer experience director, echoed this sentiment. MORE
Each week I read a number of customer service and customer experience articles from various resources. 8 Tips for Delivering Authentic Customer Support by Tamina Steil. My Comment: Want to deliver authentic customer service that connects with your customers? MORE
Insurers are the least trusted companies in the UK and are unable to answer over half of routine questions successfully, according to research commissioned by digital customer experience technology provider, Eptica. Customer Service News MORE
It always amazes me how Contact Center managers, their direct supports, and their superiors often fail to use one of the best tools at their disposal, Root Cause Analysis. According to Wikipedia, “ Root cause analysis (RCA) is a term used to denote a class of problem-solving methods aimed at identifying the root causes of problems or events. All of which has worked quite well and has stood me in good stead with my clients and customers. By: Colin Taylor. MORE
Good brands understand their customers, but ideal brands understand the sentiments of their customers. They take care of customers’ needs by identifying how they feel about their products and services. Customer Service Customer Support sentiment analysis MORE
What Are Your Company’s Customer Service Standards? According to the Institute of Customer Service , your company’s customer service standards should include clearly defined and communicated expectations for timeliness, applicability, and accuracy. MORE
Each week I read a number of customer service articles from various online resources. 7 Impressive Tactics to Build Customer Loyalty and Create Your Own ‘Super Users’ by Anton Kraly. Performance Marketer) There are so many customer loyalty building tactics out there. MORE
So you’ve done the hard work of gathering customer feedback. You’ve created the perfect survey with a reliable distribution method, and as a result, have a gold mine of customer input at your disposal. Now it’s time to put that data to use with some customer feedback analysis. In this post, we’ll walk through all the basics of customer feedback analysis, from prepping your customer data to using survey analytics tools to simplify the process. MORE
As demonstrated recently when Amazon Web Services experienced a wide outage, smart devices that relied on network availability effectively became useless. Device manufacturers and service providers should act together to create an environment where devices can interact with each other. MORE
In this scenario, that goal is the customer. Customer Service is any company’s front line. They are the ones that have the responsibility to create a repeat customer. If these two areas don’t align, the customer will not be satisfied. MORE
The customer service leader sounded desperate. When I asked her why, she told me her company was losing customers due to poor service. The good news is there's a simple fix called a training needs analysis. What is a training needs analysis? MORE
It seems like every company in every industry wants to harness the power of AI to enhance operations and positively impact the lives of their customers. A Tata Consultancy Services survey found that 31.7% Customer-facing AI technologies. Customer Identification. MORE
It’s no surprise that AI (Artificial Intelligence) is really starting to make an impact in the customer service industry. How companies interact with customers is being strongly influenced by this emerging technology. Instead, it’s rooted in the ever-changing customer psychology. MORE
As background, there are really two moments of truth in a customer’s relationship with their company—when they purchase and when something goes wrong! It’s typically easy to get high customer scores in the purchase scenario—the customer feels pleased and confident in their purchase decision. MORE
A robust customer service strategy helps your brand increase its customer base and also keep its existing ones delighted. However, building an amazing strategy requires an organization to keep up with the changing customer service trends every year. MORE
Many of these call centers are now incorporating this practice into its quality monitoring strategy for improved customer experience and satisfaction. Sometimes called audio mining, speech analytics refers to the analysis of information from recorded customer phone calls. MORE
Each week I read a number of customer service articles from various online resources. Surprises Await When You Pretend To Be Your Own Customer by Steve DiGioia. Steve DiGioia) Stop complaining about your customers. Well, have you ever tried to be your own customer? MORE
Ameyo
AUGUST 23, 2018
Good brands understand their customers, but ideal brands understand the sentiments of their customers. They take care of customers’ needs by identifying how they feel about their products and services. Customer Service Customer Support sentiment analysis
TeamSupport
FEBRUARY 8, 2019
Sometimes how a customer speaks to you is just as important as what is being said. A compact label for this type of refined communication is customer sentiment. As more customer service software solutions are placing an emphasis on sentiment, it should come as no surprise that companies are looking to leverage this “hidden code” in communication to work smarter and more efficiently. For example, a 1,000-word ticket is submitted to your customer service team.
TechSee
MAY 15, 2018
As demonstrated recently when Amazon Web Services experienced a wide outage, smart devices that relied on network availability effectively became useless. Device manufacturers and service providers should act together to create an environment where devices can interact with each other.
ShepHyken
AUGUST 23, 2019
This week we feature an article by Martin Frascaroli who talks about why it is important to meet your customer needs using omnichannel customer service. . Your potential customers want to buy quickly and comfortably through an integrated experience. Customer retention.
Advertisement
topic in C-suites, AI for customer engagement is white hot. As a pioneer in AI for contact center customer service and customer. companies to transform—not just improve—customer service and. center customer service. Guide search and service.
Taylor Reach Group
APRIL 9, 2018
It always amazes me how Contact Center managers, their direct supports, and their superiors often fail to use one of the best tools at their disposal, Root Cause Analysis. According to Wikipedia, “ Root cause analysis (RCA) is a term used to denote a class of problem-solving methods aimed at identifying the root causes of problems or events. All of which has worked quite well and has stood me in good stead with my clients and customers. By: Colin Taylor.
|
ShepHyken
NOVEMBER 2, 2017
This week we feature an article by Gemma Baker that shares three areas that your organization should examine during your regular competitor analysis. One key is to always deliver value to your customers to keep them coming back. – Shep Hyken.
Talkdesk
FEBRUARY 23, 2017
When it comes to predictive customer service, the methods we’ve covered so far ( product , channels ) have discussed qualitative information — using subjective information and experiences to estimate how people will act. Customer Service
Toister Performance Solutions
AUGUST 15, 2019
The customer service leader sounded desperate. When I asked her why, she told me her company was losing customers due to poor service. The good news is there's a simple fix called a training needs analysis. What is a training needs analysis?
Verint
OCTOBER 2, 2017
Verint’s Kelly Koelliker, director, global solutions marketing, will present “Innovations and Trends in Customer Service” at 2 p.m. Verint’s Jenni Palocsik, senior director, solutions marketing, will present “The Evolution of Contact Centers to Customer Engagement Centers” at 2 p.m.
Advertisement
INTRODUCTION Business Transformation and Analytics: Driving Change in a Customer-Centric World | 3. understand new sources of customer data and. quickly act to meet new customer expectations. percent) and direct feedback from customers (39. product or service.
|
TechSee
JUNE 25, 2019
It seems like every company in every industry wants to harness the power of AI to enhance operations and positively impact the lives of their customers. A Tata Consultancy Services survey found that 31.7% Customer-facing AI technologies. Customer Identification.
Kayako
FEBRUARY 16, 2017
Design standards are not top of mind for you as a customer support professional but they are critical to your customers’ experiences. Your customer wants quick, easy answers to their simple questions. So how can we meet our customer’s self-service demands?
delighted
APRIL 12, 2019
So you’ve done the hard work of gathering customer feedback. You’ve created the perfect survey with a reliable distribution method, and as a result, have a gold mine of customer input at your disposal. Now it’s time to put that data to use with some customer feedback analysis. In this post, we’ll walk through all the basics of customer feedback analysis, from prepping your customer data to using survey analytics tools to simplify the process.
Return Customer
JULY 10, 2019
The result of a business is a satisfied customer.” We have come a long way since the first industrial revolution and are now bursting with new products and services in crowded markets regularly. But an often neglected area is how the organization makes the customer feel.
delighted
APRIL 12, 2019
So you’ve done the hard work of gathering customer feedback. You’ve created the perfect survey with a reliable distribution method, and as a result, have a gold mine of customer input at your disposal. Now it’s time to put that data to use with some customer feedback analysis. In this post, we’ll walk through all the basics of customer feedback analysis, from prepping your customer data to using survey analytics tools to simplify the process.
ShepHyken
MAY 24, 2019
This week we feature an article by Gaetano DiNardi who discusses how many customer service surveys are not giving you proper data and suggests how to improve them. Be honest – even if you are a customer service professional who relies on surveys for your data, when you see someone on the street asking survey questions, how many times do you cross to the other side? Customer Effort Score (CES). Customer Satisfaction Score (NPS).
CSM Magazine
AUGUST 30, 2018
Dan Somers of Warwick Analytics explains how machine learning is improving the lack of accuracy and relevance associated with sentiment analysis. . Sentiment Analysis is widely used to supplement the analysis of text data in surveys, complaints, reviews and other contact centre data.
ShepHyken
AUGUST 6, 2018
Each week I read a number of customer service and customer experience articles from various resources. 8 Tips for Delivering Authentic Customer Support by Tamina Steil. My Comment: Want to deliver authentic customer service that connects with your customers?
ijgolding
SEPTEMBER 24, 2015
For the last six years, Nunwood (now a part of the KPMG family) have been assessing how customer centric well known brands are across three continents. Last year, Nunwood’s UK analysis concluded that ‘Customer Excellence is here: it’s just not evenly distributed yet’.
TeamSupport
DECEMBER 7, 2018
It’s no surprise that AI (Artificial Intelligence) is really starting to make an impact in the customer service industry. How companies interact with customers is being strongly influenced by this emerging technology. Instead, it’s rooted in the ever-changing customer psychology.
Call Center Weekly
FEBRUARY 8, 2018
In this scenario, that goal is the customer. Customer Service is any company’s front line. They are the ones that have the responsibility to create a repeat customer. If these two areas don’t align, the customer will not be satisfied.
TeamSupport
DECEMBER 14, 2018
Last year, we highlighted some of the key customer service trends to watch in 2018 and many of them came to fruition. Once again, for the third year in a row, here are 7 customer service trends to watch in 2019….
Etech GS
MAY 28, 2019
What Are Your Company’s Customer Service Standards? According to the Institute of Customer Service , your company’s customer service standards should include clearly defined and communicated expectations for timeliness, applicability, and accuracy.
CSM Magazine
SEPTEMBER 24, 2019
Insurers are the least trusted companies in the UK and are unable to answer over half of routine questions successfully, according to research commissioned by digital customer experience technology provider, Eptica. Customer Service News
Noble Systems
FEBRUARY 24, 2019
The concept of gamifying customer service isn’t new; organizations have always incentivized employees with record-focused goal setting and friendly competitions as motivation. The post Gamifying Customer Service to Cure Agent Attrition appeared first on Noble Systems.
ShepHyken
FEBRUARY 20, 2017
Each week I read a number of customer service articles from various online resources. 7 Impressive Tactics to Build Customer Loyalty and Create Your Own ‘Super Users’ by Anton Kraly. Performance Marketer) There are so many customer loyalty building tactics out there.
Contact Center Pipeline
JANUARY 2, 2019
As background, there are really two moments of truth in a customer’s relationship with their company—when they purchase and when something goes wrong! It’s typically easy to get high customer scores in the purchase scenario—the customer feels pleased and confident in their purchase decision.
ProProfs Blog
JANUARY 10, 2019
A robust customer service strategy helps your brand increase its customer base and also keep its existing ones delighted. However, building an amazing strategy requires an organization to keep up with the changing customer service trends every year.
Monet Software
AUGUST 1, 2019
Many of these call centers are now incorporating this practice into its quality monitoring strategy for improved customer experience and satisfaction. Sometimes called audio mining, speech analytics refers to the analysis of information from recorded customer phone calls.
Nicereply
MAY 16, 2019
Expecting an AI model to handle specific unique requests and solve complex problems that your customers might experience is simply unrealistic. One of the areas where it has definitely secured a foothold is in customer service, to varied success. Customer Service
ShepHyken
NOVEMBER 21, 2016
Each week I read a number of customer service articles from various online resources. Surprises Await When You Pretend To Be Your Own Customer by Steve DiGioia. Steve DiGioia) Stop complaining about your customers. Well, have you ever tried to be your own customer?
CSM Magazine
OCTOBER 18, 2017
Service recovery is a necessity in every organization regardless of the niche of business. Good customer service involves preparing and planning service issues the organization faces. Hence, customer service recovery is as important as service delivery for any business.
Toister Performance Solutions
APRIL 18, 2019
A new report from the American Customer Satisfaction Index shows a drop in retail customer satisfaction. From department stores like Nordstrom to specialty stores like Bed Bath & Beyond, customers are less happy than they were a year ago.
Toister Performance Solutions
NOVEMBER 15, 2018
A few Customer Service Tip of the Week subscribers have recently asked me for advice on getting promoted. I also reached out to other customer service leaders for some additional perspective. Nate, a customer experience director, echoed this sentiment.
Jon Arnold
OCTOBER 3, 2017
These developments are relatively easy to understand, but as the frame of reference shifts from the “contact center” to “customer care”, other disruptive forces are emerging. Each one needs a detailed analysis, but that will be for another time.
TeamSupport
JULY 13, 2018
This is especially true when it comes to the customer service industry. With customers being the foundation of so many businesses, going against their needs can be a make or break decision. This is called reactive service and it’s a way to lose business.
TechSee
APRIL 17, 2018
With all the AI hype in 2017, the customer service industry expected smart machines to truly transform the customer experience. However, while AI has not yet become the answer to all our customer service challenges, the technology is moving forward at a rapid pace, and is en route to achieving the level of impact previously predicted. Scale service capabilities to meet rising customer care demands.
Content Guru
SEPTEMBER 12, 2018
Far from profit margin, sales growth, or average purchase value, high-quality customer service has become the most important business metric. They must be responsive on a 24/7 basis, across whatever means of communication the customer desires.
JustCall
SEPTEMBER 15, 2019
Quality Assurance is a process which makes sure that your result with respect to customer service meets your expected outcomes. Every company must assess its performance and utilize the insights to enhance so as to render exemplary customer service. Customer Feedback.
116 
Let's personalize your content