ShepHyken

JANUARY 12, 2018

This week we feature an article by Mike Schoultz who shares his top 20 list of myths on customer experience not to tell yourself or things you should never say to a customer. Because scripts and checklists are all the rage now, employees are scripted to death. When I hear a script, I wonder if the person can help me.

Customer Service 237

Customer Service Scripts Customer Experience Personalization 237

Guru

NOVEMBER 1, 2018

You step away from solving tickets, and spend three months re-tooling and re-crafting every knowledge article. You excitedly present the articles for the entire team to use. Almost immediately, however, you start getting feedback from your team: “This didn’t help me at all.” “I I don’t see any improvement.”.

Scripts 84

Scripts Feedback Customer Support Management 84

ChurnZero

MARCH 10, 2023

If so, this article is for you! Customer feedback – Segment this customer feedback into the following themes: product features, technical inquiries, customer service, subscription renewals. Example 3: Video/phone scripting This is where the flexibility of content comes in handy.

Scripts 98

Scripts Accountability Feedback Marketing 98

Integrity Solutions

APRIL 19, 2024

Put another way, personalization is the opposite of operating from scripts and responding with cookie-cutter answers. There’s no value for them in listening to salesperson recite scripted features and benefits — they’ve already read all of that on the website or in other marketing materials.

Personalization 107

Personalization Sales Scripts Contact Center 107

ChurnZero

MARCH 10, 2023

If so, this article is for you! Customer feedback – Segment this customer feedback into the following themes: product features, technical inquiries, customer service, subscription renewals. Example 3: Video/phone scripting This is where the flexibility of content comes in handy.

Scripts 75

Scripts Accountability Feedback Marketing 75

TeleDirect

JANUARY 16, 2023

In this article, you’ll learn effective strategies for cold calling and outbound calling to attract new customers to your business. This might i nclude services like appointment reminders, delivery of test results, lead response management, resolution callbacks and feedback surveys. Prepare a Script (With Multiple Options).

Scripts 62

Scripts B2B Call Center Sales 62

CSM Magazine

FEBRUARY 12, 2024

This method is not just about sales; it’s an opportunity to provide value, gather feedback, and build lasting relationships. It also allows businesses to gather feedback, refine products or services, and enhance the customer experience. In addition, outbound voice communication is not only about sales.

Contact center software 52

Contact center software Scripts Contact Center Consulting 52

Fonolo

OCTOBER 26, 2022

Call center agents have pretty restrictive jobs, set hours, and scripts to follow. Here are some tips to foster agent motivation: Offer flexible hours, Ask them for feedback, Equip them with the right software and Allow them to share their skills… Click To Tweet. You know what’s worse than negative feedback? Recognize Hard Work.

Call Center 142

Call Center Abandon rate Education Contact Center 142

Lumoa

JANUARY 15, 2024

This article will explore ways to leverage conversational commerce to improve customers’ experiences with your brand. In This Article: What is Conversational Commerce? You should have training in every area, including call scripts for your agents. One effective solution lies in conversational commerce.

Customer Experience 83

Customer Experience Chatbots Best practices Metrics 83

ShepHyken

JUNE 8, 2018

This week we feature an article by Daphne Kasriel-Alexander who tells us how to create mega-fans who can then become your biggest advocates. – Shep Hyken. Forced to listen to fake-happy ‘customer care’ puppets reading from scripts? Stay away from scripts. Read Shep’s latest Forbes Articles: Whole Foods Knows Its Customers.

Customer Support 188

Customer Support Brand ambassadors Scripts Customer Care 188

ShepHyken

JUNE 15, 2018

This week we feature an article by Ayush Chaudhary who writes about the social media customer support experience. Chatbots that are designed to follow a specific scripted flow, supported by appropriate interfaces can work wonders for your business. Things aren’t as bad as they sound though.

Chatbots 189

Chatbots Customer Support Healthcare Scripts 189

Callminer

APRIL 21, 2020

Call center managers may be involved with hiring and training call center agents , monitoring call center metrics tied to agent performance , using speech analytics tools for ongoing quality monitoring , providing ongoing feedback and coaching, and more. Good scripting can lessen the amount of decision making, but another way to counteract.

Call Center 182

Call Center Management Scripts Coaching 182

Vistio

FEBRUARY 20, 2024

In this article, we’ll discuss how the future of outbound sales call training can be significantly transformed by leveraging AI-based solutions like ServiceSim. Real-time Feedback and Continuous Improvement A significant advantage of AI-powered sales training platforms is the ability to provide real-time feedback.

Outbound sales 52

Outbound sales Sales Best practices Feedback 52

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. Similar to review sites, customers will give their honest feedback about organizations on social media platforms. Or that too many customers are dissatisfied with your service?

Customer Service 192

Customer Service Advertising Scripts Feedback 192

Fonolo

JULY 5, 2022

This article will cover everything you need to know about call quality monitoring in the call center and why it’s essential to reach your business goals. Seek Customer Feedback. Inform your quality assurance strategy with valuable customer feedback. Look back at your customer feedback. Speaking speed.

Best practices 81

Best practices Call Center Metrics Abandon rate 81

Global Response

MARCH 20, 2023

In this article, we’ve gathered tried-and-true techniques from our team of experts to help you calculate—and reduce!—your Odds are your customer service agents and managers have an understanding of where they need more practice and would be happy to provide feedback. What scripts or key language or techniques were used in these calls?

Average Handle Time 62

Average Handle Time Scripts Call Center Interactive Voice Response 62

ShepHyken

DECEMBER 16, 2016

They know, for instance, if the representative they’re speaking with on the phone is just reading from a script or repeating a routine they’ve already performed 100 times that day. This article was originally published here. For more articles from Shep Hyken and his guest contributors go to customerserviceblog.com. The result?

Customer Service 198

Customer Service Scripts Feedback Personalization 198

Comm100

AUGUST 1, 2018

Here are the top five picks from the month of July; The Impact of Failing to Close the Feedback Loop. Ian Luck critically explains the detrimental effects that companies suffer when employees at different levels: executive, managerial, and front-line fail, to close the feedback loop. But what exactly is the problem? per cent annually.

Customer Experience 40

Customer Experience Feedback Best practices Customer retention 40

Callminer

JULY 22, 2018

This metric is too important to be chosen without proper consideration,” the article notes. script compliance, product knowledge, etc.) To this end, speech analytics software can provide an overview of call center performance by providing both agents and managers with actionable feedback. 2) Agent Turnover. 3) Performance.

outsourcing 186

outsourcing Contact Center Business Process Outsourcing industry standards 186

COPC

OCTOBER 26, 2023

This article explores the inner workings of AI assistants, showcasing their ability to provide direct answers to customer inquiries. However, it’s important to note that LLMs lack true comprehension; their responses rely on their training and feedback. The fine-tuning process involves human interaction.

Technology 78

Technology Customer Experience APIs Consulting 78

DMG Consulting

JULY 9, 2023

Real-time guidance solutions are context-sensitive and combine the intelligence of a knowledge base with the workflow capabilities of a script to prompt and guide agents to complete critical steps, say the right things, and take the most appropriate actions on behalf of the customer and organization.

Best practices 48

Best practices Scripts CRM Consulting 48

NobelBiz

APRIL 23, 2024

RELATED ARTICLE What is Omnichannel Customer Engagement & How to Immprove It Embracing Automation for Enhanced Efficiency Automation is revolutionizing the collections process, especially for low-balance accounts. This feedback is invaluable for continuously improving service quality and agent performance.

Customer centricity 94

Customer centricity Contact Center Technology Telemarketing 94

Callminer

AUGUST 1, 2017

They don’t do anything else except maybe monitor a few calls and give some feedback. Bill Dettering is the CEO and Founder of Zingtree , a SaaS solution for building interactive decision trees and agent scripts for contact centers (and many other industries). Interactive agent scripts from Zingtree solve this problem.

Contact Center 334

Contact Center Call Center Average Handle Time Real estate 334

aircall

OCTOBER 6, 2021

In this article, we’ll look at effective sales onboarding and how it can fundamentally improve the new hire experience for your sales professionals. Give plenty of tools and resources, like phone scripts and email templates, for a variety of different sales situations and opportunities. New Hires Are Going Off-Script—For Good Reason.

Sales 117

Sales Scripts Best practices Feedback 117

JustCall

MARCH 6, 2023

In this article, we will look at 12 strategies and tips on how to improve call center agent performance. You can create a dedicated knowledge hub, for instance, with all the useful guides, articles, and videos. To be effective, feedback and coaching should be specific, timely, and delivered in a constructive and supportive manner.

Coaching 52

Coaching Call Center Scripts Construction 52

CSM Magazine

FEBRUARY 13, 2024

Endeavor to really hear your clients’ feedback, hopes, and even complaints. Tip: Deploy customer feedback tools and actively ask for opinions to show customers you value their voices and want to grow with their insights. Kindness Comes First Genuine kindness goes a long way, and during St.

Customer Service 52

Customer Service Scripts Feedback Personalization 52

Quality Contact Solutions

AUGUST 17, 2022

Telemarketing allows you to have an individualized approach and instantly receive feedback. Here’s How to Write Effective Call Center Scripts. Other Articles You Might Find Interesting: How to Grow Your Business With a B2B Lead Generation Service How to Select a Third-Party Call Center Services Company .

Telemarketing 98

Telemarketing B2C B2B outsourcing 98

Balto

JUNE 3, 2022

Over 67% of contact centers measure engagement through periodic agent feedback surveys. Surveys can be a great tool, particularly when given to remote agents prone to disengagement, but the feedback must actually be put to use. Ask in-depth questions around virtual engagement, and take their feedback seriously.

Gamification 52

Gamification Scripts Contact Center Surveys 52

Horizon CX

FEBRUARY 29, 2024

This article explores the implications of perfunctory customer service and the significance of infusing genuine care into customer interactions and examines how businesses can go the extra mile to make customers feel valued and appreciated.

Morale 52

Morale Customer centricity Upselling Feedback 52

Quality Contact Solutions

JANUARY 27, 2022

The topic of increasing sales is so prevalent that thousands of books and articles are published. The risk, you may think, is that you may receive feedback that something did not go as well as you hoped, but now you can address it, and your customer knows you cared about their business enough to find out how they felt proactively.

Sales 98

Sales Upselling B2C Best practices 98

NobelBiz

FEBRUARY 14, 2023

Provide regular coaching and feedback to help agents improve their skills. The importance of scripting and scripting tools Scripting, with its tools, is essential in reducing dead airtime in contact centers because it structures how agents handle customer interactions.

Contact Center 52

Contact Center Call flow Scripts Interactive Voice Response 52

NobelBiz

MARCH 14, 2023

In this article, we will tackle an extensive list of pain points that debt collection agencies and contact centers might face with technology and compliance solutions. Develop and implement standard call scripts that are compliant with regulations and provide consistency across all agents.

Contact Center 52

Contact Center Scripts Call Center Government 52

Ann Michaels and Associates

JUNE 15, 2020

But the questions are real and have been so since 2003 when Frederick Reicheld of Bain & Company wrote about what he coined the Net Promoter Score (NPS) in an article for the Harvard Business Review. 3) Review Your Scripts. Often, simply hearing that feedback was received improves a customer’s perception of your company.

Customer Experience 59

Customer Experience Scripts Morale Feedback 59

Nicereply

APRIL 5, 2023

In this article, we will explore how AI is revolutionizing these crucial aspects of business, delving into the innovative tools and technologies that are empowering companies to better understand, anticipate, and cater to their customer’s unique needs and preferences. How is AI Redefining Customer Engagement & Customer Experience?

Customer Experience 59

Customer Experience Interactive Voice Response Chatbots Real estate 59

CSM Magazine

AUGUST 31, 2023

Use personalized scripts: Use personalized scripts that are tailored to the customer’s needs and preferences. Use customer feedback: Use customer feedback to improve the customer experience and tailor your approach to better meet their needs. This can help agents provide a more personalized experience.

Call Center 52

Call Center Customer Experience Upselling Scripts 52

JustCall

MARCH 22, 2022

In this article, we will look at some of the industry tools, best practices, sales techniques, and much more to accelerate your sales team’s success. Off the field, the coach will share their observations and ensure to share feedback so that they can improve and deliver a better performance the next time. Here’s what we’ll be covering.

Coaching 52

Coaching Sales Scripts Construction 52

JustCall

MARCH 13, 2023

In this article, we will cover everything to know about first call resolution and how to improve the first call resolution rate. Solicit feedback: Soliciting feedback from customers and agents can help organizations identify areas for improvement and make changes to improve FCR. What Is First Call Resolution?

First call resolution 40

First call resolution Self service Metrics Benchmark 40