ShepHyken

OCTOBER 25, 2019

This is multiplied in a contact center as often the customer experience is the main focus. You need to deliver memorable and high-quality interactions throughout the entirety of the customer journey. Your agent will be the first point of contact, they need to sound approachable and capable. Who you hire, then how you lead them.

Call Center 192

Call Center Scripts Contact Center Advertising 192

ShepHyken

JULY 5, 2019

This week we feature an article by Alexandra Mederrick who writes about why effectively communicating online with your customers is a key to success for any business. One that unlocks the opportunity to form a relationship and build customer loyalty. . One that unlocks the opportunity to form a relationship and build customer loyalty.

Feedback 300

Feedback Self service Best practices Scripts 300

ShepHyken

SEPTEMBER 21, 2018

This week we feature an article by Ian Moyse who writes about how important it is to examine the customer journey you are providing. So, a customer who is clearly not satisfied and is requesting it to be dealt with is then put into an 8-week delay cycle, how does that address their complaint?

Customer Experience 256

Customer Experience Big data Technology Chatbots 256

ShepHyken

AUGUST 17, 2018

This week we feature an article by Kaavya Karthikeyan who writes about customer support metrics that you should be tracking. – Shep Hyken. The best way to outperform your peers is through constant evolution and refining, and nowhere does this apply more than in the customer support arena. The industry benchmark for FRR is 7 hours.

Benchmark 189

Benchmark Metrics Customer Support First call resolution 189

Aspect

JULY 11, 2018

Want to make your customers happy? Start with your agents. We all know happy agents, make happy customers. So let’s take a look at exactly how happy agents really are. So let’s take a look at exactly how happy agents really are. This is a good, but not a great percentage.

Customer Service 54

Customer Service Self service Surveys Benchmark 54

ShepHyken

JANUARY 27, 2017

This week on our Friends on Friday guest blog post my colleague, Shital Shah, writes about how with the right combination of technology and human touch, customer service doesn’t have to be difficult. She shares four excellent solutions to help manage your customer service more effectively. Shep Hyken. It’s a must-have.

Technology 229

Technology Customer Service Management CRM 229

ShepHyken

NOVEMBER 4, 2016

This week on our Friends on Friday guest blog post my colleague, Shaista Haque, writes about the millennial generation’s use of technology and how it is affecting their customer experience. The millennial consumer must be understood in order to deliver an Amazing customer service experience. nurture bonds with customers.

Analytics 315

Analytics B2B Technology Enterprise 315

ShepHyken

JUNE 1, 2018

This week we feature an article by Jason Grills who discusses the importance of integrating an effective customer support system and how to decide upon live chat software for your organization. – Shep Hyken. Your most unhappy customers are your greatest source of learning” – Bill Gates , Microsoft Founder. Probably not.

Customer Support 253

Customer Support Sales Marketing B2B 253

ShepHyken

AUGUST 3, 2018

This week we feature an article by Eugene Aronsky who talks about good customer service versus bad customer service and how proper training and proper knowledge are key to answering any question that a customer may have. – Shep Hyken. Good customer service is essential for a successful business.”

Customer Service 215

Customer Service Call Center Sales Marketing 215

ShepHyken

MAY 26, 2017

This week we feature an article by Bikash Mohanty about how important customer experience metrics are to your business. Companies that track and measure their customer service have a competitive advantage. So, what are the most-necessary Customer Experience metrics your Business should keep tabs on? Customer Effort Score (CES).

Metrics 227

Metrics Customer effort Customer Experience Surveys 227

ShepHyken

JUNE 2, 2017

This week we feature an article by Matt Nolan who talks about what a great customer service experience really is. As customer service professionals, we have a hard time agreeing on what a “great customer experience” really is, and what’s truly possible. Shep Hyken.

Wireless 189

Wireless Banking Analytics Call Center 189

CCNG

NOVEMBER 29, 2023

There are five key performance indicators you should track to make sure your contact center operations are aligned with customer expectations. FCR should be a North Star metric for all contact centers as it measures efficiency, performance, agent training levels and tests internal processes and systems.

Metrics 195

Metrics Contact Center Average Handle Time Surveys 195

Comm100

OCTOBER 19, 2022

Chatbots are quickly becoming a long-term solution for customer service across all industries. A good chatbot will deliver exceptional value to your customers during their buying journey. It boosts customer engagement because it’s quick, simple, and puts the user in the driver’s seat. What Is a Chatbot? 1 AI-based Chatbots.

Chatbots 86

Chatbots APIs Analytics Upselling 86

CCNG

MAY 31, 2023

I told them what happened, and he responded, “That must make you feel good, Mommy, because you are happy right now.” The client was a Fortune 200 international company that had contracted us to answer technical support calls from customers. This impacted customer service scores in a big way. That must have been good news!”

Technical Support 195

Technical Support CCNG First call resolution Customer Service 195

CCNG

MARCH 8, 2023

As a contact center leader, you’re always looking for ways to improve performance and keep your agents happy. As soon as an agent starts “just going through the motions” rather than engaging with customers, interaction quality plummets—and so do customer satisfaction scores.

Morale 195

Morale Contact Center CCNG Agent burnout 195

Eptica

JANUARY 9, 2019

Date: Wednesday, January 9, 2019 Author: Anne-Claire Bellec - Marketing Director Reviewing 2018 – our top 10 blog posts from the year. At the Eptica blog we’ve looked at all of our posts from 2018 and come up with a top 10 of the most popular and topical, based on the number of views, comments and general feedback.

Average Handle Time 89

Average Handle Time Best practices Surveys Chatbots 89

Playvox

MARCH 21, 2024

Most interactions that contact center agents have daily are to solve a problem or issue, adjust a payment, or ask a clarifying question. When customer interactions are the heartbeat of business operations, one crucial factor often takes center stage – agent morale. All of this leads to better agent morale.

Morale 90

Morale Contact Center Quality management Coaching 90

Fonolo

MARCH 21, 2024

It underpins some of the most useful tools agents have to handle large and changing call volumes. Instead of the chaos, picture this: shorter hold times, happier customers, and efficient call routing — all at your fingertips. The customer is free to go about their day. How Does it Work? First of all, hold times increase.

Contact Center 75

Contact Center Abandon rate Multichannel Wait times 75

NICE inContact

DECEMBER 19, 2017

NICE inContact’s blog keeps you up to date on the hottest contact center trends – but with 3-4 posts a week, it may be hard to get to it all! Happy reading! New Omnichannel Customer Experience Research – How Well Are You Doing? Building a Better Agent Scorecard. 5 Tips for a Better Outbound Dialing Strategy.

SaaS 48

SaaS Contact Center Call Center Customer Experience 48

SharpenCX

MAY 31, 2023

In the evolving world of customer service, contact centers play a vital role in ensuring customer satisfaction. However, call center agent retention continues to be a challenge for many organizations. High turnover rates not only lead to increased recruitment costs but also impact the overall customer experience.

Call Center 76

Call Center Construction Coaching Morale 76

ShepHyken

APRIL 28, 2023

This week, we feature an article by Marcelle Santos, a copywriter at TextExpander , a software that helps individuals and teams communicate efficiently and consistently with their customers. She shares why customer standards matter and how your organization can meet them. Raise your customer service standards.

Customer Service 161

Customer Service Accountability Self service Customer Support 161

Comm100

DECEMBER 8, 2020

Chatbots were designed to streamline customer interaction. They save you time and money on customer services, while also improving your customer satisfaction levels. Today we’re rounding up some of the most amazing ways in which chatbots can improve your customer satisfaction and take your business to the next level.

Chatbots 53

Chatbots Scripts Sales Personalization 53

Nicereply

JANUARY 27, 2022

Today we will go through 12 things to do to improve your customer support in 2022. 12 things to do to improve your customer support. Blog tip: 3 Customer Service Skills for Handling Difficult Conversations. Blog tip: 6 Tips for Writing Satisfying Customer Service Responses. Help customers to help themselves.

Average Handle Time 98

Average Handle Time Customer effort Metrics Customer Support 98

Lumoa

OCTOBER 24, 2023

Success in customer experience (CX) can be represented by numbers. A high Net Promoter Score (NPS), a large number of new customers in a month, or fewer unsatisfactory customer service request conclusions, are just some of the metrics we use to measure an effective customer experience.

Customer Experience 83

Customer Experience Healthcare Metrics Customer emotions 83

Creative Virtual

DECEMBER 21, 2020

As we approach the end of 2020, the whole Creative Virtual team around the world want to say thank you to all our blog readers, customers and partners for joining us on this roller coaster of a year! Then check out our 2020 in Review blog post for more highlights and educational resources. appeared first on Creative Virtual.

Virtual Agent 98

Virtual Agent Chatbots Education Technology 98

BlueOcean

OCTOBER 4, 2023

When one in five of your customers speak something other than English as their first language, providing bilingual customer support is critical. But what mix of live agents versus AI is best for your business? The impact of bilingual support on the customer experience cannot be understated. But what’s the best approach?

Customer Support 124

Customer Support Bilingual agents outsourcing Contact Center 124

SharpenCX

JULY 27, 2023

A blog post and message from Sharpen’s New Chief Executive Officer, Charlie Newark-French. Our Logic+ platform allows our customers to build advanced self service solutions. This removes the mundane work from agents and lets them focus on the higher value, more difficult work. Customers love the Sharpen technology and the team.

Self service 67

Self service Contact Center Abandon rate Average Handle Time 67

Eptica

DECEMBER 16, 2020

Date: Wednesday, December 16, 2020 Author: Pauline Ashenden - Demand Generation Manager Learning from Santa’s customer service success. Author: Pauline Ashenden - Demand Generation Manager When it comes to customer service, Father Christmas has been delighting children for countless years. Published on: December 16, 2020.

Customer Service 118

Customer Service Best practices Management 118

Nicereply

FEBRUARY 8, 2023

Most customer service communication happens over the phone. Customers are coming to you confused and needing information or even breathing fire on the other end of the call. So how can you make customers happy through the phone call , no matter what they’re calling for?

Wait times 105

Wait times Customer Service Personalization Management 105

Nicereply

OCTOBER 4, 2021

If you work in a customer support segment you’re probably familiar with the celebration of Customer Support Week. For those who are new to the customer service world, let’s introduce you to the history behind the event. It has been more than 30 years since the first week of October was set to celebrate customer service.

Customer Support 98

Customer Support Personalization Customer Service Management 98

LiveChat

JANUARY 3, 2019

It was a good year for the LiveChat blog. Our blog was visited every month by over 100k visitors , who spend 8 minutes on each page on average. Let me proudly present a list of 12 killer posts we’ve published this year on LiveChat Blog. How we reached 100,000 unique views a month on LiveChat blog. It was just great.

Chatbots 59

Chatbots B2B SaaS B2C 59

Nicereply

JANUARY 4, 2022

Providing good customer support is what matters in the end. There are many ways to provide a great customer experience. Most of the time it isn’t about big gestures, but about the little kind acts customer support managers do for us. Read our latest tips on how to provide great customer service. Sounds easy, right?

Customer Experience 111

Customer Experience Advertising Customer Support Surveys 111

Customer Service Life

FEBRUARY 10, 2020

Happy (belated) New Year! The Greatest Avenger of the CX Universe – If you were going to hire a character from the Marvel Cinematic Universe to spearhead the customer experience effort in your organization, who would it be? Beyond “buy 10 get one free”: What is customer loyalty? I’ll keep this one short and sweet.

Customer Service 149

Customer Service Contact Center Chatbots Customer Experience 149

Fonolo

SEPTEMBER 14, 2023

In a busy customer service department, having an agreed-upon set of milestones helps you cross the finish line because it clarifies decision-making, keeps morale up, and can even reduce agent turnover. In this blog, we’ll discuss how to create goals that will take your call center to the next level. Using the S.M.A.R.T

Contact Center 91

Contact Center Call Center Average Handle Time Construction 91

Nicereply

SEPTEMBER 2, 2021

Support’s direct voice is an opportunity for your product to have better guidance, your social media to be more helpful, and your starved company blog to contain more technical insight. You can listen to Customer Experience Leaders Chat also on: Apple Podcasts. Google Podcasts. Writing is a powerful medium.

Education 98

Education Feedback Customer Service Customer Experience 98

Aspect

MAY 6, 2020

Up until now, we have largely discussed ways to help agents with workforce optimization tools and processes. Agents on the front line are in a rapid shift and require most initial focus. Additional scheduling flexibility can be offered to agents by allowing them to call in sick, trade shifts, and bid for shifts from a mobile device.

Schedule adherence 122

Schedule adherence Management Best practices Customer retention 122

Nicereply

AUGUST 10, 2022

To give the best customer experience, you need to ensure that your writing skills are spot on. As a business, you’re probably well aware that the days where customers call up to communicate with your business is are slowly disappearing. They’ve always aimed to project happiness to their audience. Read Every Word.

Advertising 98

Advertising Banking Customer Service Customer Experience 98