ShepHyken

JANUARY 18, 2022

Thinking about how you can pinpoint which tools will allow you to best serve your customer base is mission-critical for growth-focused companies. Process: Have a living playbook and a CX journey map. Feedback: Collect, assess, and act on your customer & employee feedback to grow & scale your business.

Journey mapping 191

Journey mapping Average Handle Time Feedback Consulting 191

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

Global Response

MARCH 18, 2022

How to improve the customer experience in your call center. When it comes to customer service, quality is the name of the game. Did you know that 70% of customers will spend more money with a company if they have a good customer experience?

Call Center 71

Call Center Customer Experience Abandon rate Average Handle Time 71

VocalCom

MAY 6, 2019

Voice remains a viable method of customer contact: Microsoft reports that 74% of Americans have specifically used a landline to call customer service, while mobile users tend to call as well as send messages to companies. Define your customer service goals on this channel. Ask agents for their input.

Scripts 48

Scripts Contact center software Journey mapping Average Handle Time 48

Natalie Petouhof

APRIL 7, 2016

Determine Metrics for Reducing the Cost to Serve Customers, While Enhancing Revenue from Top-Notch Customer Experiences. Use the customer journey as the guide for overall success metrics. Create and Use the Customer Journey Map to Maximize the Customer Experience. Drnatalie Petouhoff.

Self service 53

Self service Journey mapping Average Handle Time Government 53

Taylor Reach Group

MARCH 27, 2018

Contact centers, customer service and customer experience: news, views and how to's. Inside this issue: Call Center, Contact Center and Customer Experience Events - April 2018. Customer Experience is Driving the Need for Ethnographic Research to Understand Why Customers Do What They Do. Newsletter.

Schedule adherence 48

Schedule adherence Average Handle Time Consulting Consulting 48

bold360 Blog

MAY 14, 2020

A lot of organizations have essentially just renamed the customer service environment or the contact center into their customer experience center and have not changed anything. That can wipe out a customer experience initiative’s energy and direction. How much overlap exists between the contact center and CX?

Contact Center 52

Contact Center Customer Experience Journey mapping Average Handle Time 52