Customer Service Life

JULY 23, 2021

It got me thinking about customer service and how, when working with customers, we may not always know what will happen and we need to be ready for anything. And, we need to do it right! What is in my Customer Service “Oh Sh*t Kit” may be different than yours, and that’s great. A recovery plan.

Customer Service 132

Customer Service Education Feedback Best practices 132

360Connext

MARCH 1, 2022

Leaders come to me with similar challenges again and again when it comes to customer experience. ” These goals, while aspirational, are not really meaningful to the business overall, to the other leaders in that organization, and perhaps most tellingly to the customers they serve. .”

Customer Experience 72

Customer Experience Government Sales Customer centricity 72

ShepHyken

MARCH 20, 2020

This week we feature an article* by Candace Sheitelman, CMO at Edify. She shares five different strategies to build a stronger and more effective employee experience. And yet all 50 are TALKING TO CUSTOMERS! So, we find ourselves in the ugly circular dilemma: which comes first, the employees or the customers?

Employee engagement 207

Employee engagement Contact Center Coaching Marketing 207

NobelBiz

DECEMBER 11, 2023

Call flows play a vital role in seamlessly directing customer calls to the right place within your organization. They act as pathways that guide calls from the very beginning to a successful resolution, ensuring a seamless and efficient customer experience. Routing directs the call to the relevant destination.

Call flow 105

Call flow Interactive Voice Response Customer Experience Contact Center 105

ShepHyken

MARCH 20, 2020

This week we feature an article* by Candace Sheitelman, CMO at Edify. She shares five different strategies to build a stronger and more effective employee experience. And yet all 50 are TALKING TO CUSTOMERS! So, we find ourselves in the ugly circular dilemma: which comes first, the employees or the customers?

Employee engagement 184

Employee engagement Contact Center Coaching Marketing 184

Outsource Consultants

OCTOBER 4, 2021

This week, businesses across the globe are celebrating customer service week, highlighting the dedicated professionals and the sophisticated processes they leverage to thrill customers. If customer service is a priority for your organization, this week is a perfect time to consider new ways you can improve customer service outsourcing.

outsourcing 128

outsourcing Customer Service Self service Contact Center 128

Playvox

JANUARY 11, 2024

While we don’t have a roadmap to the proverbial fountain, we can help steer you in the right direction for better call center workforce management (WFM). Read on for a complete guide on how to improve operational efficiency and deliver a better customer experience (CX) through WFM.

Call Center 52

Call Center Schedule adherence call center workforce Management 52

PeopleMetrics

JULY 17, 2018

As noted previously, the term VoC is frequently used to describe the measurement of the customer experience; so is the term customer experience management (CEM). A consulting firm mentioned in the introduction, Forrester , coined a third term: customer feedback management (CFM). So, what is CX measurement or VoC?

Telecommunications 210

Telecommunications Wireless Surveys Feedback 210

Fonolo

AUGUST 29, 2018

This is especially true for those of us involved in the cacophony of contact centers; we are essentially the appointed, trusted ‘brand listeners’ who hear many, many voices on a given day, including those of both customers and colleagues. Turn your podcast down, and turn this article up to eleven. We are all customers for something.

Contact Center 271

Contact Center Brand ambassadors Morale Telemarketing 271

COPC

OCTOBER 26, 2023

AI is advancing rapidly and will have a revolutionary impact on customer experience. The potential of AI to enhance customer engagement, streamline operations, and foster efficiency is undeniable. This article explores the inner workings of AI assistants, showcasing their ability to provide direct answers to customer inquiries.

Technology 78

Technology Customer Experience APIs Consulting 78

GetFeedback

JANUARY 12, 2020

About eight out of ten business leaders say they want to “improve” the customer experience (CX) to be more competitive. In CustomerThink’s recent study of 200+ CX initiatives, 74% agreed: “By 2020, customer experience will overtake price and product as the key brand differentiator.”. Bills are wrong.

Journey mapping 88

Journey mapping Airlines Feedback Customer Experience 88

Satrix Solutions

FEBRUARY 12, 2020

This article was originally published by Gainsight. Over the past few years, appreciation for B2B Customer Experience programs has grown stronger across board rooms thanks to business leaders who have successfully aligned their company’s marketing, sales, and customer success strategies around the needs and preferences of customers.

B2B 78

B2B Feedback Consulting Consulting 78

SharpenCX

OCTOBER 15, 2023

AI-powered technologies—once only practical and feasible for large enterprises with big budgets and sophisticated expertise—are now accessible to everyone and used for both business and personal use cases. Some will reap the benefits right away, but others will likely flounder trying to figure out how and where to use it.

Contact Center 67

Contact Center Interactive Voice Response Virtual Agent Technology 67

ShepHyken

MAY 22, 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. It involves a range of strategies, tools, and tactics that organizations use to attract, engage, and retain customers.

Customer Service 33

Customer Service Customer retention Best practices Customer Experience 33

PeopleMetrics

MAY 13, 2020

Here are five tips for managers who hope to establish healthy team communication to spur a customer-centric culture in 2020: Set a good example. Finally, don’t let your communication skills tarnish; stay current on business communication strategies. But clear, effective top-down employee communication isn’t enough. Set a good example.

Best practices 116

Best practices Customer centricity Feedback Consulting 116

The Petrova Experience

OCTOBER 8, 2020

As we begin Q4 of an eventful 2020, it’s time to look out for the 2021 customer experience trends and tactics for creating exceptional experiences in increasingly complex environments. We rounded up Eight 2021 Customer Experience Trends and Tactics to be aware of as we get ready to close out 2020.

Customer Experience 108

Customer Experience Government Self service Healthcare 108

Skybridge

NOVEMBER 12, 2020

“Customer experience strategy is the first step to business survival in 2021, especially for large organizations and iconic brands.”. That’s how Liliana Petrova, of consulting firm The Petrova Experience, recently summed up the urgent importance of CX strategy in the coming year. We would love to talk!

Customer Care 52

Customer Care Government Self service Education 52

ShepHyken

NOVEMBER 20, 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. Is CX tied to revenue gains? Omoto) Quite a few organizations, even today, consider customer experience as a tertiary function.

Customer Service 95

Customer Service Personalization Upselling Self service 95

Serenova

AUGUST 25, 2020

Customer expectations are evolving, and contact center leaders are working to elevate the customer experience. For this reason, workforce management has become a core focus of discussion amongst leaders looking to take their contact centers to the next level. There are two constants in the contact center.

Contact Center 81

Contact Center Schedule adherence Management Coaching 81

Lumoa

JUNE 14, 2023

You’ve designed your NPS survey and emailed it to all your customers—and the results are in… but not those you were expecting. When it comes to gauging customer sentiment and loyalty, few metrics enjoy such widespread acclaim as the Net Promoter Score (NPS). Does it spell doom for your business?

Customer centricity 83

Customer centricity Airlines Metrics Feedback 83

Playvox

APRIL 19, 2023

Being able to strategically plan and prioritize tasks not only ensures your customers get the service and support they need in a timely manner, but it also increases agent productivity, decreases overall stress, and improves job satisfaction. minutes to get back into a good workflow after switching. What Is Time Management?

Time management 56

Time management Contact Center Management Schedule adherence 56

Customer Guru

MARCH 7, 2018

This International Women’s Day, we at Customer Guru would like to honor women CX professionals and entrepreneurs who are working relentlessly to make the lives of their customers happy. These women and their motivating stories are testimonials to why we need more women in Customer Experience. Don’t believe us?

Customer centricity 113

Customer centricity Education Finance Benchmark 113

Fonolo

NOVEMBER 17, 2020

We asked the contact center industry’s top influencers and business leaders what they thought the most significant contact center trends in 2021 would be. Agents are responding with genuine empathy and care because they are as worried and concerned as their customers about this pandemic and its impact.”. We had to listen.

Contact Center 176

Contact Center Gamification Call Center Average Handle Time 176

PeopleMetrics

DECEMBER 27, 2019

No matter how talented you are as a customer experience professional , you need a team to create a world-class VoC program. IT should be your best friend in making your VoC program happen— as long as you keep an eye on the costs. They can be very helpful in connecting the dots and making sense of customer feedback.

Telecommunications 82

Telecommunications APIs Analytics Feedback 82

Netomi

MARCH 30, 2022

What is customer self-service? The best support ticket is the one that’s never created,” noted 1 Zendesk’s Elaine Atwell. Customer self-service relates to exactly this – whereby customers are resolving their own issues, without assistance from support agents. Why is customer self-service important?

Self service 59

Self service Chatbots Customer Service Engineering 59

ShepHyken

SEPTEMBER 7, 2023

This week, we feature an article by Devin Pickell, Growth Marketing practitioner and head publisher of Do I Need SEO. He writes about designing a compelling customer experience process and training your team to implement it. So, how does your CX team rise to the occasion? A dedicated CX leader to guide strategy.

Customer centricity 334

Customer centricity B2C Feedback Upselling 334

The Northridge Group

MAY 2, 2023

This article was originally published on Contact Center Pipeline and can be viewed here. To get a handle on ChatGPT, its implications, benefits, challenges, and best practices for contact centers we had a virtual conversation recently with Nathan Hart, Senior Director of Technology, Solutioning & Data Analytics, The Northridge Group.

Contact Center 67

Contact Center B2C Chatbots B2B 67

Horizon CX

MARCH 25, 2019

We often hear that to deliver a great customer experience, it must start at the top with executive buy-in and commitment. While this is certainly true, it also requires an experienced and committed CX Leader. Of course, being a CX Leader is not easy. Great leaders take charge. 1 Accountability.

Customer centricity 45

Customer centricity Employee engagement Construction Coaching 45

Global Response

MARCH 27, 2023

Can great customer service really impact your brand, or is good customer service good enough? In today’s saturated marketplace, customer service matters more than ever. 68% of customers will pay more for products or services from brands known for their excellent customer service.

Customer Service 62

Customer Service Chatbots Self service Personalization 62

Skybridge

OCTOBER 21, 2020

I’ve written a lot about the (often underestimated) role that a customer care team plays in achieving superior customer experience and long-term loyalty. Customer care is where you seal the deal or you take it all down. The New Role Of Marketing: Taking The Experience To The Customer. We would love to talk.

Marketing 52

Marketing Sales Customer Care Best practices 52

PeopleMetrics

OCTOBER 3, 2019

In the beginning, your best chance at success is to partner with an organization that has done this before, is an expert in VoC, and can help you get off to a good start. In this scenario, you figure out the touchpoints and the questions to ask customers. Prove value right away. Check off the essentials.

Surveys 60

Surveys Technical Support Analytics Consulting 60

ClearAction

FEBRUARY 28, 2019

Customer Experience & Marketing Workforce of the Future Lynn Hunsaker. At our company’s leadership summit, I was inspired to hear our leaders on the stage saying with equal voice how important customer experience is alongside with with revenue growth and innovation.”

Marketing 61

Marketing Customer Experience Best practices Chief Customer Officer 61

Natalie Petouhof

AUGUST 15, 2022

Original Article by Jon Arnold. I’ve been reading an advance copy of Empathy in Action, and while I don’t write book reviews as a matter of course, I view this as a creative form of thought leadership about what customer service needs to look like in 2022. Customer Experience Strategist at Genesys, respectively.

Customer centricity 52

Customer centricity Advertising Technology Marketing 52

NobelBiz

MAY 2, 2023

Welcome to this insightful blog post, where we discuss building a successful outbound lead generation strategy for contact centers. Industry experts Ali Janjua, the president and co-founder of Work LLC, and Mike McGuire, with 24 years of experience in contact center operations, share their knowledge and tips for the lead generation community.

Contact Center 52

Contact Center Average Handle Time Call Center CRM 52

Vistio

OCTOBER 5, 2021

He continues to write books on the future of technology and CX, contribute to media debate, advises corporate leaders, and ghost-writes content for several leading global CEOs. You have a unique view on the CX industry as a former technology director. I don’t want to get up early and go to the bank every morning.

Chatbots 52

Chatbots Contact Center Banking Technology 52

Serenova

AUGUST 25, 2020

Customer expectations are evolving, and contact center leaders are working to elevate the customer experience. For this reason, workforce management has become a core focus of discussion amongst leaders looking to take their contact centers to the next level. There are two constants in the contact center.

Contact Center 40

Contact Center Schedule adherence Management Coaching 40

Nicereply

FEBRUARY 21, 2019

The primary focus of modern companies is to improve CX rather than sending large questionnaires or following-up the calls to your call-centre. Currently, customer experience is a hot issue in many companies. However, a few companies can handle CX well. CEO considers investing in customer experience risky or expensive.

Marketing 45

Marketing Customer Experience Surveys Feedback 45