Fonolo

JANUARY 14, 2020

Which customer service blog posts helped to shape the last decade for you? . When we look back at the customer support industry in 2010, we see a very different beast to the one we work in today. Here, we cover the 20 best customer service blogs and influencers to follow in 2020. Shep Hyken.

Customer Service 136

Customer Service Chief Customer Officer Contact Center Call Center 136

Beyond Philosophy

JUNE 1, 2023

Organizations don’t think enough about the context in which a customer enters the experience. Most believe that every customer is the same. However, understanding the context in which your customer has your experience is critical to your customer strategy. Now think about how you might feel if your phone was stolen.

Accountability 195

Accountability Call Center Education Consulting 195

Beyond Philosophy

JANUARY 19, 2023

I bring up my mad scribbling habit because our podcast listener, Jason Bradley, wrote in with a pickle asking us, “how do I decode when a customer has mentally decided to buy?” ” So I also wanted to share my answer here with you. When would you expect delivery? When would you expect delivery?

Consulting 195

Consulting Consulting Finance Sales 195

Beyond Philosophy

MAY 18, 2023

EQ is also a crucial part of your customer experience design and delivery. Today, we are discussing EQ, what it is, and how it helps your customer strategy and leadership. The same goes for customer service representatives. Having a high EQ is vital to customer service. However, you can’t do that with everybody.

Management 195

Management Personalization Call Center Customer Experience 195

Beyond Philosophy

MARCH 23, 2023

You must focus on your employees if you want a great experience that delivers service excellence. I guess many of you have the same problem, so I decided to share what we told him on a recent podcast here, too. Watch Colin talking about this on YouTube: Subscribe to our YouTube channel here to see all the latest videos!

Management 195

Management Personalization Customer Experience Consulting 195

Beyond Philosophy

JULY 6, 2016

As a Customer Experience consultancy, Beyond Philosophy , we have worked in China on a few occasions. We learned a few things about what to do and what not to do there, as it pertains to Customer Experience. China is still in the early stages of Customer Experience discovery. Let’s take a closer look at each of these points.

Customer centricity 283

Customer centricity Consulting Consulting Customer emotions 283

ProProfs Blog

JULY 30, 2020

Every brand focuses on trying to collect customer feedback through surveys and other similar means. While the customer may love to provide feedback to the brands they are associated with, the sheer number of surveys they encounter leads to survey fatigue, making it a significant problem. In this blog, let’s discover: .

Surveys 145

Surveys Feedback Marketing Customer Support 145

Beyond Philosophy

MAY 25, 2023

However, I often complain that they do not include the emotional journey, which is essential to designing an experience that engages emotionally with customers in a way that promotes customer loyalty. However, if we explain why we think they apply, you could gain more insight into your customer behavior. Was it easy?

Journey mapping 195

Journey mapping Consulting Consulting Personalization 195

Call Design

JUNE 22, 2020

Contact centre changes are never an easy venture, but it’s crucial to embrace an opportunity for change. For some organisations, there may be an influx of calls from customers asking about your services. For some organisations, there may be an influx of calls from customers asking about your services.

Interactive Voice Response 187

Interactive Voice Response Chatbots Best practices Consulting 187

Upstream Works

NOVEMBER 22, 2022

Before the term “customer experience” (CX) became widely used in the industry, the contact center was focused on “customer service.” ” When customers needed service – whether a question, a complaint, or technical support – they reached out to the contact center.

Technology 78

Technology Customer Service Contact Center Technical Support 78

Kayako

MAY 13, 2022

In recent years, the rise of social media put the customer in charge of the brand conversation. As e-commerce and demand for online help expands, companies have to meet and exceed new expectations to keep customers satisfied. Fortunately, customers also like to help themselves. What Is Customer Self-Service?

Self service 110

Self service Accountability Airlines Customer Care 110

Upstream Works

DECEMBER 6, 2021

There is a lot of innovation that enables businesses and customers to engage more directly than ever before, allowing call centers to modernize their operations. There is a lot of innovation that enables businesses and customers to engage more directly than ever before, allowing call centers to modernize their operations.

Contact Center 78

Contact Center Customer centricity Call Center Sales 78

customer sure

NOVEMBER 11, 2014

In the last few weeks you might have noticed that we’ve changed course on our blog strategy. People whose businesses are thriving on great customer service. Hopefully you’ve found our recent content more useful. Ellovi told us how they inspire customer loyalty. Our initial blogging strategy.

Feedback 91

Feedback Metrics Customer centricity Customer Service 91

Upstream Works

JANUARY 12, 2022

Driven by a desire to cut costs with operational efficiencies and provide a better omnichannel experience to an increasingly digital customer base, executives are honing in to upskill their contact centers. Here are four signs your contact center is ready for digital transformation. Customer expectations are continually changing.

Contact Center 78

Contact Center contact center solutions Self service Analytics 78

Lumoa

JULY 17, 2023

Key Drivers of Successful Customer Experience Digitization Today, businesses must continually evolve to address the needs of their customers. Embracing new technology solutions and digitizing customer experience has become a crucial part of this evolution. It is no longer a competitive advantage but a necessity.

Customer Experience 83

Customer Experience Chatbots Feedback Surveys 83

TeleDirect

APRIL 6, 2023

Learn how businesses can use each approach to engage with customers across channels and improve customer satisfaction. As the world changes and technology advances, there are increasingly exciting opportunities for bigger, more immersive marketing campaigns. So, let’s say you run a nail salon.

Multichannel 62

Multichannel Advertising outsourcing Scripts 62

Lumoa

JANUARY 24, 2024

Have you ever traveled to a country where you didn’t speak the language? If you have, you must know how exhausting it can be to get help with the simplest of requests. I remember spending over 40 minutes trying to get change for a €20 bill in Paris until a kind stranger finally understood what I was asking for.

Analytics 83

Analytics Feedback Metrics Surveys 83

Fonolo

JANUARY 8, 2020

There’s an interesting and high-stakes battle taking place right now in the world of customer service: What will be the dominant text-based channel for B2C communications? SMS remains the most ubiquitous channel, but least flexible. Slides are available here and video here. The Battle is also an Opportunity.

B2C 101

B2C Contact Center Call Center Customer Service 101

Hodusoft

APRIL 6, 2022

Top 5 Customer Experience Trends to Consider in 2022. In recent years, businesses have realized the impact that customer experience has on the growth of their businesses. To make sure that their companies stick out in the market, they do everything to ensure that their customer experience is optimal.

Customer Experience 105

Customer Experience call center software Contact Center Call Center 105

Peter Lavers

FEBRUARY 21, 2019

Think is IBM’s flagship conference designed to deliver all the technical training, strategic expertise, and impactful lessons that a company needs to compete in today’s changing world. What were the key themes coming out of my coverage of February’s IBM’s showcase global conference Think 2019 in San Francisco? DataScience.

Customer centricity 167

Customer centricity Technology Marketing Customer Experience 167

GetFeedback

FEBRUARY 12, 2019

Collect real-time, quality feedback from on-the-go customers. Today we’re excited to announce the newest addition to our suite of survey distribution channels: SMS. In today’s world, customers are on the go and hyper-connected through their mobile devices. GetFeedback’s SMS Invitations. Bottom line: SMS surveys work.

Transportation 94

Transportation Surveys Feedback CRM 94

Lumoa

SEPTEMBER 30, 2022

By now, the importance of delivering a superb customer experience in banking is crystal clear. It’s estimated that financial brands that deliver a better customer experience (CX) receive twice as many recommendations. Plus, their customers are also two times more likely to try new products or services. .

Banking 94

Banking Customer Experience Big data Chatbots 94

OctopusTech

MAY 8, 2021

Customer support Outsourcing is one of the major challenges that seasonal businesses suffer each peak season. Thus, the easiest way to manage a quantum of customer queries is Customer Service Outsourcing to a reliable BPO. In some businesses, there’s a change in the workflow as well as the surge in sales during a peak season.

outsourcing 118

outsourcing Customer Support Multichannel Chatbots 118

Aspect

MARCH 30, 2021

No one likes it when the rules of the game change in mid-play , or when a playing field changes shape. Born by recent waves of advancing tech and the perceived need for customer protection , a n other update to the FDCPA is upon us. . If you haven’t yet read the new report, you can download a complimentary copy. .

Contact Center 62

Contact Center Technology Marketing 62

JivoChat

JANUARY 15, 2023

An effective lead nurturing strategy will help you turn more of your leads into paying customers. But, it’s not always easy – you have to fight for your audience’s attention against other companies, and prove to your leads why it’s worth investing in your product or service. If they’re on your pricing page, you can see it.

Best practices 75

Best practices B2B Sales Multichannel 75

VirtualPBX

APRIL 15, 2021

In a previous blog post this week, we showed you how you can log SMS messages into a Google Sheet with the Zapier task automation service. Today’s post will build on that learning by introducing ACD Queues status changes and Webhooks , which we offer on many of our Business Phone Plans. What Is ACD Queues and Webhooks?

Accountability 98

Accountability Customer Support 98

Anexa BPO

MAY 24, 2023

In today’s hyper-connected and customer-centric business landscape, understanding and meeting customers where they are is vital for success. And unfortunately, despite its importance, many companies still struggle to effectively listen to their customers and harness their insights.

Personalization 52

Personalization Customer centricity Feedback Surveys 52

Toister Performance Solutions

FEBRUARY 6, 2020

A recent blog post outlined the increasing demand for phone skills. Meanwhile, the phone is still the most popular channel for customers who wish to reach a live agent. So what are you going to do about it? Here are five steps you can take to improve the customer experience for people who call your company.

Interactive Voice Response 84

Interactive Voice Response Average Handle Time Advertising Wait times 84

Totango

JULY 31, 2020

As virtual teams and remote engagement become the norm for Customer Success teams, staying on top of customer needs and expectations is becoming more challenging. Yesterday, Totango hosted our third CXO series event for Customer Success executives. A consistent employee experience = a consistent customer experience.

Best practices 105

Best practices Accountability Enterprise Sales 105

Real Blue Sky

MARCH 6, 2023

Before the internet, customer service was typically limited to a brick-and-mortar storefront, letter-writing, or a phone call to customer service. The result is the customer service call center was seen largely as a cost center; it was part of the cost of delivering goods or services. Cost is only one of them.

outsourcing 98

outsourcing Contact Center Real estate Business Process Outsourcing 98

Totango

JUNE 28, 2022

But during an economic downturn , when companies are cutting costs and putting a halt on investing in new products, the CMO’s focus has to switch from facilitating growth through new customers to promoting growth via the company’s current customer base. . Maximize Your Return on Investments. Make Your Company Relevant .

Accountability 74

Accountability Marketing Best practices Customer retention 74

Comm100

NOVEMBER 23, 2021

87% of senior business leaders see customer experience as their top growth engine, and yet only one in three feel prepared to address this. Although this level of uncertainty is worrisome, the first step towards improving customer experience (CX) is far simpler than many realize. Response speed.

Customer Experience 90

Customer Experience CRM Chatbots Sales 90

pindrop

AUGUST 22, 2021

In today’s technology-obsessed world, the way customers communicate with businesses has changed. In addition to the good old phone call, we now also have email, mobile apps, live chat, and social media channels. After all, who wouldn’t prefer to interact with someone who is invested and caring? Download the Playbook.

Interactive Voice Response 128

Interactive Voice Response Contact Center Average Handle Time Self service 128

Russel Lolacher

DECEMBER 20, 2021

A lot goes into providing social customer care during an emergency event considered a “once-in-500 year flood” As the team leading public engagement and digital communication for BC’s provincial transportation, it’s done with a process that prioritizes intentional effort, accessibility and empathy. Some Context.

Customer Care 98

Customer Care Transportation Government Construction 98

Nicereply

JULY 27, 2021

Beyond the business complexity, you also need to consider shift redundancy, staff schedules, meetings, and all the other necessities of running a successful team. So how do you measure your current capacity and plan for future growth? Let’s examine each and share examples that may help you to take on this exercise.

Customer Service 98

Customer Service Agent burnout Average Handle Time Education 98

Hodusoft

DECEMBER 21, 2023

Leveraging Advanced Call Center Software- Enhancing FCR in Banks and Financial Institutions Witness the evolution of the banking and financial landscape as it progresses into a new era of customer service excellence, driven by cutting-edge technology and real-time statistical insights.

call center software 64

call center software Banking Call Center First call resolution 64

SmartAction

MARCH 1, 2022

” Their distinctions go beyond that and change the true meaning of each service. It means the software is provided to customers through cloud-based delivery and licensed based on a subscription model. It means the software is provided to customers through cloud-based delivery and licensed based on a subscription model.

Management 74

Management SaaS Virtual Agent Automotive 74