ShepHyken

APRIL 28, 2017

This week on our Friends on Friday guest blog post my colleague, Murph Krajewski, writes about the importance of a single customer view when it comes to serving your customers. It demands a consistency of thought, of purpose, and of action over a long period of time.❞. Customer service needs customer data.

Customer Service 227

Customer Service Contact Center Technology Big data 227

ShepHyken

JANUARY 20, 2017

This week on our Friends on Friday guest blog post my colleague, Jason Grills, writes about the importance of good customer support and the impact it can have on your business. Who likes being put on hold, really? Shep Hyken. What’s more? How exactly can good customer service improve your business?

Customer Support 216

Customer Support Technical Support Contact Center Customer Experience 216

ShepHyken

JUNE 1, 2018

It can help your organization gain better benefits. A live chat can help an organization learn what all areas it needs to improve and build a product/service that matches the needs of their customers. Most won’t pick their phones to call your support agents and know the product in detail. Probably not. Can be many.

Customer Support 255

Customer Support Sales Marketing B2B 255

ShepHyken

MAY 27, 2016

This week on our Friends on Friday guest blog post Shaista Haque writes about a very timely topic, the digital customer experience. Digital experiences are starting to mirror in-person experiences and you better be monitoring your digital customers now! – Shep Hyken. He picks up his phone and calls the customer service department.

Customer Experience 200

Customer Experience Banking Analytics Technology 200

Beyond Philosophy

AUGUST 17, 2023

Pine says it is time customers are buying, or to be more specific, customers are buying time well spent. So, with what we know about memory, Pine says it is necessary to design an experience that rises to a climax and then comes back down again. Moreover, Pine says they are paying you to do it better than they could themselves.

Customer centricity 195

Customer centricity Self service Consulting Consulting 195

Beyond Philosophy

AUGUST 25, 2022

On the Apple phone the other day, it suggested widgets to me of apps I might want to use. The phone notices that I want to use the apps at a particular time of day, so it pushes them to me proactively. Effectively, it’s doing something for the customer before they ask for it to be done.

Cloud contact 369

Cloud contact Contact Center Construction Consulting 369

CCNG

OCTOBER 6, 2020

Strategy #2: Identify communication preferences and optimal energy times Navigating the virtual leadership landscape can be tricky, but leaders can learn how to do it. I have attended 5:00 AM meetings during which leaders sheepishly admitted they forgot the time differences. Yep, I’m guilty of all these virtual leadership sins!

CCNG 195

CCNG outsourcing Surveys Coaching 195

ShepHyken

DECEMBER 13, 2021

Please Hold: How AI Is Changing Customer Service in Call Centers by Defined.ai. Yet, millions of people around the world are frustrated daily as call center agents keep customers on hold for long periods, are oblivious to a customer’s distress, or are unable to provide accurate information. Sounds simple, but doesn’t mean it’s easy.

Customer Service 192

Customer Service Call Center Customer Experience Customer Support 192

ProProfs Blog

JULY 29, 2020

From the first telephone call made by Alexander Graham Bell in 1876 to the billions of phone calls that connect people every day, we’ve come a long way. However, not all phone conversations are a pleasant exchange of thoughts. According to a recent report , 75% of customers believe it takes too long to reach a live agent.

Call Center 128

Call Center Interactive Voice Response Customer Experience Call flow 128

Beyond Philosophy

DECEMBER 20, 2019

It didn’t work. . While I was waiting, the interactive voice system they used said they could phone me back if I didn’t want to hold. Only, they added, if there is a high call volume, it might be tomorrow before they phoned me back. Moreover, they also fail to recognize the intensity of that emotion.

Customer emotions 390

Customer emotions Consulting Consulting Call Center 390

CSM Magazine

APRIL 8, 2024

This blog post covers unique strategies for mastering sneaker raffles. Thus, you need to identify and follow high-quality sneaker blogs and relevant celebrities on social media and read newsletters. Set these reminders on your phone or use specific applications. It’s essential to know how these platforms work.

Education 52

Education Accountability Marketing Personalization 52

Beyond Philosophy

NOVEMBER 6, 2017

It’s where clients get the opportunity to talk to a ‘real person’, whether it’s by phone, live chat or even something as simple as email, and it’s where your employees have the greatest chance to take ownership of the customer experience. 1 – Make it easy for people to get in touch.

Contact Center 278

Contact Center Wait times Call Center Customer Experience 278

Beyond Philosophy

NOVEMBER 24, 2022

However, what if where you want to move them will actually be a better experience for them, even if it isn’t where they are this time? We all used flip phones and phones that had little keyboards that popped out and stuff, and we were happy with that. I love this kind of stuff, so I tried checking out using it.

Customer centricity 195

Customer centricity Self service Consulting Consulting 195

Momentum Telecom

OCTOBER 23, 2023

Around 130 million commercial Microsoft users now use Teams , 1 so it only makes sense that more businesses want to know if they can use this popular collaboration platform as a voice solution. Hybrid Hybrid Teams voice solutions combine on-premise or cloud-based phone infrastructure with Microsoft Teams for voice calling.

Wait times 105

Wait times CRM Customer Service Personalization 105

OctopusTech

APRIL 28, 2023

It is an online communication tool allowing customers to interact with businesses and organizations in real-time via a chat box on a website. It is essential for any business to improve customer satisfaction and increase customer loyalty. It is essential for any business to improve customer satisfaction and increase customer loyalty.

Wait times 62

Wait times Telecommunications Personalization Technical Support 62

Call Design

MAY 14, 2024

If it sounds too good to be true, keep reading. Automated Annual Leave Approvals If you aren’t already providing staff with the ability to see leave availability, apply for leave, and get an immediate answer at any time of the day – what’s holding you back? I understand how hard it is to find someone to swap with.

Gamification 78

Gamification Employee engagement Coaching Accountability 78

Nicereply

FEBRUARY 8, 2023

People who are unhappy or who need help want a solution as quickly as possible, and a phone call is typically the way to make that happen. Most customer service communication happens over the phone. It’s both more immediate and more personal than email exchanges, and results typically come faster.

Wait times 105

Wait times Customer Service Personalization Management 105

pindrop

AUGUST 22, 2021

In addition to the good old phone call, we now also have email, mobile apps, live chat, and social media channels. Still, despite the availability of a variety of communication channels, the phone call still plays a vital role in customer experience. How to add personalization without straining the contact center operation.

Interactive Voice Response 128

Interactive Voice Response Contact Center Average Handle Time Self service 128

Fonolo

OCTOBER 26, 2023

Many businesses have learned that it’s often advantageous to “ underpromise and overdeliver ” to increase the likelihood of exceeding customer expectations. In a nutshell, customers expect companies to communicate with them on their preferred channel, be it in person, online, or on the phone.

Advertising 81

Advertising Feedback Call Center Wait times 81

3CLogic

APRIL 10, 2024

With 48% of consumers stating they believe the lack of human interaction will negatively affect the service quality, and 54% of customers preferring to solve issues over the phone , offering seamless voice interactions is crucial for any leading contact center organization. This is sometimes easier said than done.

Management 64

Management Call Logging CRM Call flow 64

JustCall

APRIL 3, 2024

It shows more customers are interested in your product or service. But, it also leads to chaotic calls and handling long call queues for customer support and sales teams. It can further lead to a dip in customer experience and a shrinking ROI. High call volume: What is it? Drowning in calls during peak season?

Sales 52

Sales Interactive Voice Response Abandon rate Wait times 52

Fonolo

FEBRUARY 11, 2021

It’s easy to get complacent in the call center, taking customer queries one after the other. If this sounds familiar, it’s probably time to take a step back and look at the bigger picture. Most call centers track industry-standard metrics, such as Average Hold Time (AHT), Abandonment Rate, and First Call Resolution (FCR).

Call Center 141

Call Center Abandon rate Coaching First call resolution 141

Momentum Telecom

FEBRUARY 27, 2024

Around 130 million commercial Microsoft users now use Teams ,1 so it only makes sense that more businesses want to know if they can use this popular collaboration platform as a voice solution. Hybrid Hybrid Teams voice solutions combine on-premise or cloud-based phone infrastructure with Microsoft Teams for voice calling.

Wait times 52

Wait times CRM Customer Service Personalization 52

Lumoa

APRIL 28, 2024

If you’re reading this blog post, you are probably one of them. But how can you support your customers on all the different channels they reach out on and offer a personalized yet unified response? Customer experience platforms make it possible to manage all the customer data in one platform and reach out to them when they need it.

Feedback 83

Feedback Consulting Consulting Enterprise 83

VirtualPBX

JANUARY 19, 2023

VoIP phone systems are a business tool that can add value to every customer interaction. VoIP phone systems are a business tool that can add value to every customer interaction. It enables better management of call volume, seamless voice and video conferencing , digital call recording, SMS notifications and more.

voip 98

voip Customer Service outsourcing Upselling 98

TeleDirect

MAY 6, 2024

Our contact center services eliminate phone-related stress, save you time, and provide the relief your business needs. If you want your brand to succeed, it must be someone who understands and respects customer service. If you want your brand to succeed, it must be someone who understands and respects customer service.

Call Center 62

Call Center Contact Center Real estate outsourcing 62

CallSource Insights

DECEMBER 6, 2022

Get the right toll-free vanity phone number for your business. Are you looking for a way to make your business phone number more memorable and professional? In this blog post, we’ll explain what vanity toll-free numbers are and how you can get one for your business. What is a vanity phone number? Memory is tricky.

Interactive Voice Response 97

Interactive Voice Response Advertising Personalization Sales 97

SmartAction

NOVEMBER 15, 2023

Let’s explore the evolution of customer self-service, key trends for 2023, the benefits it offers, the challenges businesses face, and a glimpse into the future of this essential component of modern business operations. Or is it something else?” rather than “Would you like to schedule a new appointment or update an existing one?

Self service 99

Self service Virtual Agent Chatbots Analytics 99

VirtualPBX

AUGUST 6, 2020

Each of our Business Phone Plans comes with at least two included phone numbers you can use to reach customers and support your marketing efforts. The idea of concurrent calls is based around a user having access to multiple phone calls at a single point in time. Your Assignment of Phone Numbers.

Call Center 75

Call Center Marketing Accountability Personalization 75

Fonolo

FEBRUARY 23, 2021

This blog is for contact center industry newbies. It’s a quick rundown of call centers and how contact center technology has developed over the last 70 years. But it also consists of a vast array of underlying TELCO and networking infrastructure that we barely ever get to see or hear about. What does call center technology mean?

Call Center 96

Call Center Technology Interactive Voice Response Contact Center 96

Hodusoft

JUNE 30, 2022

Not only does it prove to be a vital asset for remote teams to effectively communicate with customers, prospects, and each other, but it also contributes to the growth of your business. If you’re running a small-scale business and looking to install a reliable phone system for your business, you’ve arrived at the right page.

voip 98

voip Call Center Wait times Sales 98

Totango

JANUARY 6, 2022

So, in this final blog in the series, we’re going to take a look at five stress management techniques to help you not only survive but thrive even during the most challenging seasons. Because it works. Inhale for a count of four, hold it for a count of four, exhale for a count of four and then hold it at the bottom for a count of four.

Management 88

Management Best practices Enterprise Personalization 88

JustCall

JUNE 24, 2022

In your search for one such system, you’re likely to come across the word “PBX phone system” In this blog post, that’s what we’ll discuss – what PBX is, its features, types, and benefits. What is PBX phone system? How does the PBX phone system work? Let’s start!

voip 52

voip Call Logging Telecommunications Customer Support 52

Hodusoft

JUNE 28, 2023

Complete Guide on Busy Lamp Field: Functions, Benefits, and Configuration Tips Just imagine how frustrating it would be if you have a room full of customer service representatives in your call center but you have no idea how many of them are speaking with callers and how many of them are available. It’s known as Busy Lamp Field.

voip 52

voip Call Center Contact center software call center software 52

Nicereply

APRIL 29, 2024

We’ll also provide examples of how you can respond in given situations so when the time comes, you’re ready to take it in your stride. While it can feel personal at the time, negative feedback is an essential part of growing and developing as a professional. Why is it Essential to Respond to Negative Feedback Professionally?

Feedback 52

Feedback Construction B2B Call Center 52

Totango

APRIL 4, 2024

Would everyone have the same goal, or would it vary from team to team? Read on for three key takeaways from this discussion, or listen to the no-holds-barred conversation by watching the full webinar on-demand. It’s no wonder the theme of “breaking down barriers” appeared over and over in our conversation.

Sales 90

Sales Upselling Accountability SaaS 90

aircall

JULY 28, 2021

It announced that it would be adopting a hybrid workforce model in response to employee demands. CEO Sundar Pichai explained in a blog post: “Our campuses have been at the heart of our Google community, and the majority of our employees still want to be on campus some of the time. What Is a Hybrid Workforce? By the Numbers.

Real estate 104

Real estate call center software Call Center Wait times 104