ShepHyken

DECEMBER 28, 2018

So, it stands to reason that this group is in search of ease of use when it comes to all things “online.” And again, any time a member of this group can “chat” with a peer about a situation, they will. This is totally unacceptable for this group and is driving automation more aggressively than the Industrial Age!

Customer Service 247

Customer Service Self service Customer Support Scripts 247

Cisco - Contact Center

AUGUST 10, 2023

Early adopters have proven its worth as the Internet of Things has made organizations more efficient, sustainable, and capable of realizing new business models and revenue… Read more on Cisco Blogs

95

95

ShepHyken

SEPTEMBER 1, 2017

As both a professor and chief scientist at a SaaS software company, I spend time around two groups of people that couldn’t be more different: Enterprise marketing, sales, and customer experience executives. The first group loses sleep over rising costs, whereas the second just loses sleep. Nineteen year-old college students.

Self service 209

Self service B2B SaaS Enterprise 209

ShepHyken

FEBRUARY 9, 2018

Not only will it solve your content reach and trust issues, you’ll also get the best customer service team in the world – a group of loyal and highly-engaged employees. The post Guest Blog: Customer Service Training Ideas to Help Build Brand Advocacy appeared first on Shep Hyken.

Customer Service 383

Customer Service Morale Sales Coaching 383

ShepHyken

FEBRUARY 2, 2018

As the group made their way off the plane, the flight crew waved toward the bride-to-be with a bottle of champagne in celebration of her upcoming wedding. Great Customer Service and I will definitely book all future trips (especially group trips) with Southwest!”. And it all started with a commitment to great customer service.

Airlines 213

Airlines Customer Service Surveys Feedback 213

ShepHyken

SEPTEMBER 20, 2019

A stand-alone customer support group can’t handle 100% of the issues they receive in the B2B industry. Some customer support software solutions have these built in, while other options can include an internal Wiki, blog, or Slack channel. Simply put, B2B support is significantly different than B2C support.

B2B 270

B2B Customer Support CRM B2C 270

ShepHyken

MAY 10, 2019

Admittedly, customer service entails a lot of work, and other groups dedicated to other core business functions won’t be able to offer the kind of support every client requires, especially in terms of personalization. The post Guest Blog: What is Outsourced Customer Support and Why Do You Need it appeared first on Shep Hyken.

outsourcing 273

outsourcing Customer Support Customer Service Technology 273

ShepHyken

MARCH 29, 2019

It can suggest how to build the right price perception for a particular product or group of products and persuade customers that your prices are the most optimal in the market. The post Guest Blog: How to Boost Retail Customer Experience Through AI-powered Price Optimization appeared first on Shep Hyken.

Customer Experience 263

Customer Experience Accountability CRM Enterprise 263

Call Design

MAY 31, 2022

Alvaria and Call Design announce a new Alvaria Workforce customer, TSA Group. Australia’s leading CX outsourcing solutions provider, TSA Group, has approximately 3,000 customer service and sales agents servicing industries including telco, health insurance, finance and retail. Blog Source: Business Wire.

Management 78

Management Finance Enterprise outsourcing 78

ShepHyken

MARCH 3, 2017

This week on our Friends on Friday guest blog post my colleague, Jeff Dahms, explains the importance of encouraging internal collaboration within your organization. So another way to get groups to mix up or interact could be to introduce a goal or project that isn’t directly related to work functions. Shep Hyken.

Surveys 208

Surveys Feedback Customer Service Management 208

ShepHyken

JUNE 17, 2016

This week on our Friends on Friday guest blog post my colleague, Ian Landsman writes about the importance of training and preparing customer service representatives to interact with customers. According to Peppers and Rogers Group, 65% of companies provide effective tools and training to gain trust with their customers. Shep Hyken.

Customer Service 209

Customer Service Education Customer Support Management 209

ShepHyken

FEBRUARY 15, 2019

Customer groups : These help your staff identify your frequent buyers, VIPs, employee family members, etc., The post Guest Blog: 5 Ways Your POS Will Empower Your Staff appeared first on Shep Hyken. Your staff can let them know about new arrivals they’re interested in. so they can provide that extra special service.

Sales 223

Sales Personalization Feedback Management 223

Aspect

MARCH 2, 2020

The post Level Up | WFO User Group appeared first on Aspect Blogs. Here’s your opportunity to find out and learn more about the possibilities. . An exclusive sneak preview of the WFM product roadmap delivered by Aspect Product Management. See the full agenda and learn more about registration here. .

Management 62

Management Customer Experience 62

ShepHyken

AUGUST 10, 2018

With machine learning, PCA can simply group customers into distinct segments based on diverse characteristics more efficiently than doing it manually. Just like there is a wealth of products and services on the market, there are countless channels available to reach customers such as email, social media, blogs, webinars and more.

Analytics 168

Analytics Upselling Banking CRM 168

Cisco - Contact Center

MARCH 6, 2023

I expect most answers will relate to const… Read more on Cisco Blogs Let’s open with a question: “How are you handling security and segmentation requirements in your Cisco Application Centric Infrastructure (ACI) fabric?”

98

98

ShepHyken

OCTOBER 25, 2019

Is there an area or interest-specific group/board to be advertising on? The post Guest Blog: Hiring and Leadership to Improve CX in Your Call Center appeared first on Shep Hyken. A speaking voice may be the difference between candidates. Target Posting. Make sure that you are displaying the opportunity to the right people. Leadership.

Call Center 192

Call Center Scripts Contact Center Advertising 192

Callminer

JULY 5, 2022

We asked a group of industry leaders, “What's the best way to increase customer lifetime value?” Read this blog to learn their insights and best practices.

Best practices 327

Best practices 327

ShepHyken

JULY 6, 2018

I often find that contestants are more motivated when grouped together according to their baseline performance. The post Guest Blog: Using Sales Contests to Lift Customer Experience appeared first on Shep Hyken. For more articles from Shep Hyken and his guest contributors go to customerserviceblog.com.

Sales 179

Sales Customer Experience Upselling Management 179

ShepHyken

JULY 1, 2016

This week on our Friends on Friday guest blog post my colleague, Brooke Cade writes about how important communicating with your employees and listening to their insight is for improving company culture. Create Employee Resource Groups to encourage cooperation and engagement from diverse employees. Building on Employee Perspective.

Brand ambassadors 215

Brand ambassadors Construction Morale Feedback 215

Enghouse Interactive

JANUARY 27, 2021

Trends and Realities of Successful Organizations (Blog Series). In our first blog in this series, we explored how successful companies focus on implementing and optimizing the use of new technologies that help improve the customer experience. Blog #2 of 4: It’s NOT just another channel. Video is the new Face-to-Face.

Contact Center 92

Contact Center Technology Customer centricity Analytics 92

Enghouse Interactive

FEBRUARY 9, 2021

Trends and Realities of Successful Organizations (Blog Series). In our last blog , we explored how successful companies outperform customer expectations by leveraging video – a communications channel that customers have come to prefer. Blog #3 of 4: Customer-facing agents. Metrigy Research – defining the “Success Group”.

Self service 66

Self service Contact Center Chatbots Average Handle Time 66

Comm100

FEBRUARY 6, 2023

But one group that has been growing is customers who want to serve themselves. To personalize your customer experience, you first need to group your customers into micro-segments based on their shared qualities. You can group them according to their behaviour, demographics, or where they’re in the customer journey.

Customer Experience 76

Customer Experience Brand ambassadors Self service Chatbots 76

ShepHyken

MARCH 2, 2018

Christophe Cais is the founder and CEO of the Customer Experience Group (CXG). The post Guest Blog: Why Luxury Retail KPIs and Incentive Schemes Need a Makeover appeared first on Shep Hyken. He is responsible for communicating and implementing the organization’s vision, mission and overall direction.

Sales 198

Sales Employee engagement Technology Customer Experience 198

Nuance

MAY 10, 2021

In Birmingham, Alabama, the Birmingham Radiological Group – GV division has continued to grow. The post Birmingham Radiological Group-GV achieves increased efficiency and quality with PowerScribe One appeared first on What’s next. Visit Nuance's What's next blog to see the full content. This is a summary.

Healthcare 52

Healthcare 52

CrazyCall

DECEMBER 12, 2018

Using these social networks, you’re able to find Groups focused solely on providing useful content, information, tips and engaging the community to share their knowledge and help each other grow their skills. There will be no need to perform a linkedin groups search on your own! Facebook Group. There is no spam on the group.

Sales 106

Sales B2B Best practices Marketing 106

Enghouse Interactive

OCTOBER 19, 2020

AI Makes It Possible (Blog Series). Blog #3 of 4 With context, AI seeks to improve more quickly than ever. Be it as part of a query, on a call, buried in the CRM system, or posted to social media or online groups/forums. Watch for our next blog on October 22nd: Key Learnings from our Webinar with Kate Legget of Forrester.

First call resolution 52

First call resolution Feedback Enterprise Contact Center 52

Enghouse Interactive

JANUARY 13, 2021

Blog Series #1 of 4: New decade! of the success group are already delivering results from their CX projects, whereas only 64.9% Watch for our next blog in this series, coming January 26th. AI, Teams UC and Video. . Better Together to Optimize CX. . New approach? Not necessarily…. For some, it’s more of the same, but better.

Contact Center 60

Contact Center Scripts Cloud contact Technology 60

NICE inContact

JUNE 19, 2019

Headquartered in Richardson, Texas, Fossil Group is an American fashion designer and manufacturer of distinctive watches, wallets, handbags, accessories, and wearables for a variety proprietary and licensed brands. With CXone, however, Fossil Group finally was able to view all its performance data on one unified platform.

Contact Center 54

Contact Center Coaching Call Center Enterprise 54

Enghouse Interactive

FEBRUARY 18, 2021

Trends and Realities of Successful Organizations (Blog Series). In our last blog , we saw the significant advantages that successful companies * achieved when using AI and UC – both on a standalone basis, but with even more success when they combined them. Blog #4 of 4: Key Findings and Where to Focus Your Optimization Efforts .

Contact Center 56

Contact Center Analytics Self service Finance 56

InGenius

APRIL 1, 2020

In this blog, we are going to explore what these different contact center groups are, and help you identify which category you fall in to. The post Different types of contact centers- Which group are you in? The different types of contact center. The inbound contact center. appeared first on InGenius.

Contact Center 62

Contact Center Multichannel Interactive Voice Response Inbound sales 62

Steve DiGioia

MAY 23, 2022

Many communities have a local Facebook Group. Be active in these groups and become known as a supporter of the comments and activities mentioned there. Don’t be known as trying to sell to the group but become known as a local business that can solve problems with your product or service. Use social media wisely.

Personalization 361

Personalization Marketing Customer Service 361

Acquire BPO

JULY 2, 2020

Acquire BPO has just completed 100% acquisition of The SMART Group, an onshore outsourcing provider based in Melbourne, Australia. We selected The SMART Group due to its 20 years of sales experience which will complement our customer service and back-office capabilities, as well as its alignment with our values and culture.

Government 52

Government outsourcing Sales Marketing 52

Beyond Philosophy

MARCH 14, 2024

I decided to bow out and text the group to let them know. The Abilene paradox occurs when your group is too polite and doesn’t want to hurt anybody else’s feelings by expressing a contrary opinion. You can do that by assigning somebody to be the devil’s advocate, to argue against what the group is leaning towards.

Personalization 195

Personalization Management 195

NICE inContact

OCTOBER 29, 2019

Radisson Hotel Group had emerged as a leading global hospitality company and one of the world’s largest hotel groups. Ultimately moving to NICE inContact’s unified CXone cloud CX platform and its contact center software solutions would be pivotal for Radisson Hotel Group.

contact center solutions 48

contact center solutions Contact Center Abandon rate Business Process Outsourcing 48

Taylor Reach Group

JANUARY 21, 2019

While The Taylor Reach Group, Inc., This week, Colin Taylor, CEO and Chief Chaos Officer of The Taylor Reach Group, Inc., About the Taylor Reach Group, Inc. – Established 2003, Taylor Reach is a worldwide, leading Contact Center, Call Center, and Customer Experience consulting firm.

Journey mapping 70

Journey mapping Government Contact Center Consulting 70

OctopusTech

OCTOBER 8, 2019

A well-researched and high-quality blog post would be worthless if no one ever finds it online. So, how can you improve your SEO and optimize your blog posts so that they may rank high on Google and other search engine’s SERP? Well, that is exactly what we are going to learn in this blog post today. Keyword Research.

Best practices 74

Best practices Marketing 74

Steve DiGioia

MARCH 20, 2023

After she went through all the particulars and told me how important this group was, I did my best to assure her that they were in good hands and that I understood their needs and expectations. This way everyone will know they’re a VIP group and will pay special attention to them ”, she continued. “We You gotta write VIP on the BEO.

Sales 182

Sales Management Customer Service 182