ShepHyken

NOVEMBER 1, 2020

Each week I read a number of customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. My Comment: Just after Halloween, this is the perfect article. My Comment: I really liked this article.

Customer Service 265

Customer Service Customer Support Self service Customer Experience 265

ShepHyken

MAY 23, 2022

Each week I read many customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. Customer Experience Leaders Can Learn from Baseball by Lynn Hunsaker. As I read this article, that’s exactly what I found.

Customer Service 163

Customer Service Coaching Customer Support Customer Experience 163

ShepHyken

AUGUST 6, 2023

Each week, I read many customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. My Comment: I love a great list, and there will be a few of them on this weekly roundup of excellent customer service and CX articles.

Customer Service 156

Customer Service B2C Customer retention Government 156

ShepHyken

DECEMBER 6, 2019

This week we feature an article by Valeriya Yordanova who writes about how customer support agents can deliver the fast and personal customer support that today’s customers demand. When necessary the agent can take full control over the customer’s screen.

Customer Support 177

Customer Support Personalization SaaS Analytics 177

ShepHyken

JULY 4, 2022

Each week I read many customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. 7 Top AI Trends in Customer Service by Zendesk. 4 Strategic Approaches to Customer Journey Mapping by Jennifer Torres.

Journey mapping 177

Journey mapping Customer Service Customer Experience Contact Center 177

ShepHyken

DECEMBER 13, 2021

Each week I read many customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. Please Hold: How AI Is Changing Customer Service in Call Centers by Defined.ai. The article shares the top 30 retailers.

Customer Service 198

Customer Service Call Center Customer Experience Customer Support 198

CSM Magazine

MAY 16, 2024

Customer support team leaders are pivotal figures who bridge the gap between frontline support staff and the strategic goals of a company, ensuring customer satisfaction while driving efficiency and innovation. Communication Workshops Excellent communication skills are the bedrock of effective customer support.

Customer Support 52

Customer Support Coaching Construction CRM 52

Playvox

AUGUST 25, 2022

As workforce management professionals, we are faced with the daunting task of figuring out the ideal forecast, matching that forecast with a schedule and then making sure that our “master plan” works in the real world – meaning all the people that we are counting on for their shifts work their shifts as planned. ENJOYING THIS ARTICLE?

Personalization 85

Personalization Management Schedule adherence Average Handle Time 85

ShepHyken

JUNE 10, 2019

Each week I read a number of customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. The common theme is that they are short and easy on the customer. Here are my top five picks from last week.

Customer Service 282

Customer Service Surveys Customer Experience Feedback 282

ShepHyken

OCTOBER 29, 2021

She shares how companies can choose the call center software that fits their customer support teams. In today’s digital world, whether your customers prefer phone support or traditional customer service, effective call center software is essential for smooth functioning. Call routing . Here’s why: .

call center software 198

call center software Call Center Customer Support Scripts 198

CSM Magazine

APRIL 9, 2024

Remote work has become the new norm in various industries, and customer support teams are no exception. Here we focus on two major tech tools that are reshaping remote customer support: call tracking software and workforce optimization software.

Customer Support 64

Customer Support Analytics Quality management Management 64

ShepHyken

FEBRUARY 19, 2023

Each week, I read many customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. My Comment: We start this week’s Top Five roundup with an interview with customer culture expert Jeff Toister. Is it that simple?

Customer Service 156

Customer Service Surveys Customer Experience Personalization 156

ShepHyken

NOVEMBER 9, 2023

This week, we feature an article by Natasha Thakkar, Content Marketing Manager at Oleeo. She writes about the five ways to become an effective and efficient customer service manager. Either way, this article is for you. A customer service manager’s main priority is to retain customers.

Customer Service 142

Customer Service Management Feedback Chatbots 142

ShepHyken

SEPTEMBER 23, 2019

Each week I read a number of customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. How To Tell If A Customer Service Agent Will Help You by Christopher Elliott. My Comment: You want happy customers?

Journey mapping 254

Journey mapping Customer Service B2B Analytics 254

ShepHyken

NOVEMBER 23, 2018

This week we feature an article by Pascal van Opzeeland who writes about the quality of customer support and what it takes to provide great customer support. – Shep Hyken. What makes a customer support interaction good or bad? To be good, a customer support interaction needs to be….

Customer Support 269

Customer Support Customer effort Self service Metrics 269

CSM Magazine

APRIL 16, 2024

Superior customer service ensures that the user experience is exceptional. In this article, we provide some insights into how online casinos can deliver outstanding customer support. Outstanding customer support contributes to a casino’s credibility, and impacts player satisfaction and loyalty.

Customer Support 52

Customer Support Entertainment Chatbots Self service 52

NobelBiz

JANUARY 23, 2024

As a call center owner, manager, or supervisor, are you grappling with the challenges of elevating customer satisfaction, retention and boosting lead generation? The answer to these pressing concerns may lie in the transformative power of Customer Support as a Service (CSaaS).

Customer Support 52

Customer Support Contact Center contact center solutions outsourcing 52

ShepHyken

JANUARY 7, 2019

Each week I read a number of customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. It’s convenient and predictable, and customers love it. CEOs Who Are Transforming Customer Experience by Robert Reiss.

Customer Service 255

Customer Service Chatbots Contact Center Call Center 255

ShepHyken

DECEMBER 9, 2019

Each week I read a number of customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. 10 Customer-Centric Questions to Create Irresistible Value by Josh Linkner. Here are my top five picks from last week.

Airlines 177

Airlines Customer Service Customer centricity Call Center 177

ShepHyken

NOVEMBER 23, 2018

This week we feature an article by Pascal van Opzeeland who writes about the quality of customer support and what it takes to provide great customer support. – Shep Hyken. What makes a customer support interaction good or bad? To be good, a customer support interaction needs to be….

Customer Support 171

Customer Support Customer effort Self service Metrics 171

CSM Magazine

APRIL 18, 2024

Proactive, informed customer support shifts from a luxury to a crucial element in bolstering donation levels. Integrating such a system reshapes interactions with supporters, turning data points into personalized experiences that can amplify your mission’s impact. Was it memorable?

Customer Support 52

Customer Support CRM Analytics Benchmark 52

TeamSupport

JANUARY 4, 2019

Of everything a business-to-business (B2B) company must be great at in order to grow, delivering personalized customer support at scale needs to be a priority. Making customer support personalized, then continually improving upon the experience is what truly shows your customers that they are a top priority for you.

B2B 56

B2B Personalization Customer Support B2C 56

ShepHyken

APRIL 24, 2017

Each week I read a number of customer service articles from various online resources. I have added my comment about each article and would like to hear what you think too. Hidden Secrets of Exceptional Customer Service From Amazon, PriceFixer, Netflix and Tesla You Could use to Command Your Customers’ Loyalty by Vicky Law. (The

Customer Service 174

Customer Service Surveys Personalization Consulting 174

CSM Magazine

MAY 29, 2023

One vital factor that significantly impacts the player experience is the effectiveness of customer support services. To provide a seamless and gratifying gaming journey, online casinos must implement strategies that increase player engagement with customer support.

Customer Support 52

Customer Support Multi-channel support Self service Feedback 52

ProProfs Blog

FEBRUARY 7, 2020

Everyone says that customer support used to be easy. For an 18th century blacksmith, the questions and concerns from customers were pretty simple. At least it was obvious that customers would simply walk to the store whenever they needed support. . Customer support is not rocket science.

Customer Support 160

Customer Support Surveys Inbound sales Construction 160

ShepHyken

AUGUST 27, 2021

This week we feature an article by Jafar Sadhik, a digital marketer in the fields of SaaS tools, data management, and finance management. He writes about how customer experience can determine the lifeline of a business. It is the volume of customers that makes the difference to a considerable extent.

Customer Experience 390

Customer Experience Technical Support Finance Customer advocacy 390

ShepHyken

AUGUST 18, 2023

This week, we feature an article by Koichumanov Erkinbek, Product Marketing Manager at Intelogos , an employee well-being and AI performance management platform. He writes about how AI technologies support customer satisfaction and employee well-being. He is an expert in marketing technology and SaaS.

Customer Service 156

Customer Service Employee engagement Chatbots Morale 156

NobelBiz

DECEMBER 19, 2023

Have you ever wondered how call centers manage the overwhelming number of customer calls, especially those tricky situations that require immediate attention? The secret lies in effective escalation management, a crucial aspect often overlooked. This is where escalation management comes into play.

Call Center 105

Call Center Management Wait times Contact Center 105

Playvox

MAY 11, 2023

For example, a customer support center might enjoy lower costs when they don’t have to support a physical location, while agents might have higher productivity since they no longer need to spend time and energy commuting to and from an office. But with remote work, you can’t fully control what an employee does.

Management 89

Management Contact Center Coaching Employee engagement 89

Solvvy

JUNE 17, 2021

Personalization and automation seem to be diametrically opposed. Consumers expect a personalized experience, but they also expect immediacy and accurate responses that can only be achieved with automation. Catering your customer support to your individual customers can be accomplished easily with a smart, chatbot platform like Solvvy.

Personalization 71

Personalization Customer Experience Chatbots Upselling 71

ChurnZero

AUGUST 20, 2021

To examine the importance of establishing boundaries between Customer Success and Support, we hosted a discussion with Louise Cunningham , Director of Customer at Firefish , Jason Noble , Global VP of Customer Success at Vinli , and Bri Adams , Manager, Customer Success at ChurnZero. Act as a Facilitator.

Customer Support 98

Customer Support Education Metrics Accountability 98

Playvox

JULY 31, 2023

When thinking about workforce management (WFM), often people think of forecasting and scheduling. Ensuring that employees can be a part of managing their schedule has big benefits. Workforce management processes focus on optimizing how, where, and when work gets done, and who is best suited to do the job.

Self service 85

Self service Management Coaching Contact Center 85

ShepHyken

APRIL 23, 2021

This week we feature an article by Devin Pickell, a Growth Marketer at Nextiva. He shares customer service best practices that successful brands use to help their customers on social media. Another intuitive and frankly underutilized way brands can use social media is for addressing customer service inquiries. .

Customer Service 324

Customer Service Advertising B2B Chatbots 324

Nicereply

MARCH 14, 2023

Being a support manager is a demanding job that requires constant learning. These 17 books contain critical lessons that every support manager will benefit from. Every customer support manager has a busy life. Priorities are constantly competing. You need proven work. Books on business acumen 3.

Management 98

Management Call Center Metrics Entertainment 98

ShepHyken

APRIL 15, 2022

This week, we feature an article by Manpreet Chawla, senior digital marketing specialist at Knowmax , a knowledge base management solution for enterprises looking to provide exceptional customer experience to their customers via enhanced agent satisfaction. Top 5 ways to create a robust customer experience strategy .

Customer Experience 177

Customer Experience Customer Support Enterprise Scripts 177

Nicereply

FEBRUARY 22, 2023

Robust career pathing in customer support is critical. In our conversation, Erin Willis , Program Manager of Vendor Management at ClassPass , shares their support story. Let’s explore how others can use their experience to shape programs that professionally develop support agents.

Customer Support 52

Customer Support Technical Support SaaS Coaching 52

ShepHyken

MAY 21, 2021

This week we feature an article Alexa Lemzy, a Customer Support and?Content Content Manager at TextMagic , a cost-effective, efficient, and secure way to communicate. She shares 5 strategies to build a happy and high-performing remote customer service team. Alexa Lemzy is the Customer Support &?Content

Customer Service 339

Customer Service Morale Management Customer Support 339