ShepHyken

APRIL 14, 2017

This week on our Friends on Friday guest blog post my colleague, Jaime Scott, writes about how engagement is crucial to delivering an excellent customer service experience. How can you possibly offer a competitive advantage based on superior CX when it looks and responds just like everyone else?

Contact Center 206

Contact Center Employee engagement Technology Metrics 206

CX Accelerator

NOVEMBER 7, 2023

So when I finish the sentence “ A company might not be customer-centric if they…” here are a couple that immediately come to mind based on my recent airline experience: Have employees who are willing to leave a paying customer up a creek with no paddle. 16) have a legal team that spends more than 1% of their time battling ex-employees.

Customer centricity 316

Customer centricity Airlines Feedback Construction 316

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. I agree that every employee should go through customer service training, and it should be ongoing. Shep Hyken. Pay Attention When Hiring.

Customer Service 209

Customer Service Education Customer Support Management 209

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. When employees get too limited by the tunnel vision of their own job descriptions and team functions, frustration often ensues. Shep Hyken. What gets in the way of ? .

Surveys 208

Surveys Feedback Customer Service Management 208

ShepHyken

MARCH 23, 2018

This week we feature an article by Denise Graziano who explains how essential clear, consistent, authentic communication is for companies to use when dealing with difficult news. – Shep Hyken. Employee – mission disconnect. Impact: Employees with an emotional connection to their work are more productive.

Airlines 205

Airlines Morale Benchmark Marketing 205

Comm100

FEBRUARY 6, 2023

One of the best strategies to achieve that is tracking and keeping up with emerging industry trends. In this article, we’ll share five customer experience trends that financial institutions should keep up with in 2023. One of the best ways to ensure you stay in business and keep your CX game sharp is to follow trends.

Customer Experience 80

Customer Experience Brand ambassadors Self service Chatbots 80

ShepHyken

AUGUST 26, 2016

This week on our Friends on Friday guest blog post my colleague, Doug Sandler, busts some popular customer service myths. Arming employees with knowledge and training is key. Great customer service is about keeping your customer in the loop, staying open and being honest with your communication. Shep Hyken.

Customer Service 0

Customer Service Airlines Government Consulting 0

ShepHyken

NOVEMBER 30, 2018

They instruct agents on why and how to say yes. This week we feature an article by Brian Cantor who gives us a list of ways to achieve success and consistency when communicating with customers on any channel. – Shep Hyken. Given the importance of competing on the customer experience, the idealistic approach is an encouraging sign.

Abandon rate 239

Abandon rate Journey mapping Average Handle Time Customer centricity 239

ShepHyken

DECEMBER 13, 2019

CX Network has comprised these checklists to help and advise telecoms firms on how to select the best CX vendors for their company and secure financial backing for their CX initiatives from stakeholders. The stance your business takes on CX will determine how you approach vendor selection. Map out your journey.

APIs 254

APIs Enterprise Government Customer Experience 254

ShepHyken

AUGUST 16, 2019

While there are plenty of things you can read and watch that might give you some tips and advice on how to communicate better, reading alone doesn’t cut it. “The more your employees communicate, the faster their communication skills improve” ?. Hugh Beaulac, ? MC2 Bid4Papers ?. improve team cohesion ?. Blindfold Game.

Personalization 219

Personalization Customer Service Marketing Sales 219

ShepHyken

JUNE 29, 2018

Employee Standards. You have likely heard the phrase ‘treat your employees like you want the customer treated,’ well it works. Better employee incentives may need to be in place to remedy it. Better employee incentives may need to be in place to remedy it. Social Media Engagement. . – Bill Gates.

Customer Service 206

Customer Service Feedback Coaching Management 206

Comm100

JUNE 15, 2022

In this guide, we will talk you through how to launch and brand a successful customer experience (CX) program to ensure your business is operating at the top of its game. For your CX program to be successful, the goals and KPIs need to be adapted constantly to keep up with changing trends, new processes, and the evolution of consumer habits.

Customer Experience 89

Customer Experience Journey mapping Surveys Feedback 89

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. Back office support. Accessible NOW!

Self service 66

Self service Contact Center Chatbots Average Handle Time 66

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

Enghouse Interactive

OCTOBER 21, 2020

AI Makes It Possible (Blog Series). Blog #4 of 4 The MORE you know. How AI-Enabled Super-Agents Improve CX. As an industry, we’ve overlooked the most important aspect in delivering a positive customer experience (CX) … of making the employee experience (EE) a positive one as well. The more YOU KNOW. .

Self service 76

Self service Contact Center Benchmark Chatbots 76

Calabrio

NOVEMBER 25, 2020

In fact, the pace of change is only accelerating affecting nearly every facet of our lives, from how we bank, shop and socialize to how we respond to a pandemic. We’ve entered an era where simply keeping abreast with the latest contact center tech advances is not enough. Today’s consumers demand service 24/7, 365 days a week.

Contact Center 122

Contact Center Self service Analytics Banking 122

ShepHyken

MARCH 4, 2022

This week we feature an article by Mike Macpherson, Director of Sales and Marketing for VBO Tickets , a global provider of a total ticketing engagement solution. He shares how organizations can deliver a total customer experience. Every department should feel the customer’s pain and know how to eliminate it. .

Customer Experience 181

Customer Experience Customer centricity Sales Marketing 181

Beyond Philosophy

JULY 31, 2017

I’ve long said that businesses focus way too much on data, numbers and processes and not nearly enough on telling an engaging story that customers and employees can connect with. Disney has built its entire brand on engaging its customers through stories. I tell them in blogs, in the books I write, and in the webinars we offer.

Entertainment 313

Entertainment Coaching Consulting Consulting 313

CCNG

MAY 31, 2023

He said, “I know you are home with the kids, and I don’t want to keep you from them, but I just had to call and tell you what a great job you’re doing. He said, “I know you are home with the kids, and I don’t want to keep you from them, but I just had to call and tell you what a great job you’re doing. It was my boss. Thanks again.

Technical Support 195

Technical Support CCNG First call resolution Customer Service 195

Beyond Philosophy

DECEMBER 7, 2016

Your employees have the power to make or break your Customer Experience this holiday season with the customer service they provide. However, when employees aren’t happy, customer service often suffers. It’s clear that keeping a positive work environment is crucial this holiday season—and all year long.

Consulting 418

Consulting Consulting Customer centricity Customer emotions 418

Steve DiGioia

JULY 10, 2023

Imagine this: you work tirelessly for weeks on end to train a new employee, pouring all your knowledge and expertise into them. Was it worth training these employees or was it money down the drain? Is It Worth Training Employees If They’re Going To Leave Anyway? I’m sure you’ve heard this all before.

Technology 130

Technology Personalization Customer Service Management 130

Beyond Philosophy

NOVEMBER 17, 2014

Keeping employees happy and motivated is an agenda item that is on everyone lips, but little action seems to be happening. As a result, Employee Engagement is slipping as well, which is a problem for Customer Experience. To me, a great Customer Experience is only provided through employees that are engaged.

Employee engagement 410

Employee engagement Customer Experience Management 410

Comm100

APRIL 2, 2024

The scores provide a snapshot of how satisfied your customers are with your products or services, indicating areas of success and those needing improvement. In this blog we will explore effective strategies and plans to improve your CSAT score, ensuring your business thrives by keeping your customers at the heart of what you do.

Wait times 93

Wait times Feedback CRM Surveys 93

TechSee

AUGUST 14, 2023

Follow on LinkedIn Agnes So, Head of Customer Support & Engagement at HotDoc Based in Melbourne, Agness is passionate about creating exceptional customer experiences through lean teams, self-service, and training. Their knowledge and impact is constantly reshaping the service industry. Before joining HotDoc, Agnes spent 4 years at Apple.

Customer Service 207

Customer Service Customer centricity Contact Center Consulting 207

ProProfs Blog

NOVEMBER 20, 2020

Did you know that engaged employees are 44% more productive as compared to just satisfied workers! Engaged employees are your best assets to grow your business. They act as role models to other employees by setting a standard benchmark. But, how to measure employee engagement to ensure maximum productivity?

Employee engagement 158

Employee engagement Surveys Brand ambassadors Morale 158

Comm100

DECEMBER 8, 2020

And that is how they can best be described. How Can a Chatbot Help My Business? Plus, streamlined processes to get things rolling in the right direction. And with so much work, it’s no wonder that the need for simpler solutions has become essential to a business’s success. Enter automation. One of these solutions is the chatbot.

Chatbots 53

Chatbots Scripts Sales Personalization 53

ProProfs Blog

JANUARY 30, 2020

Well, that’s exactly why you need to focus on engaging with your customers regularly. Well, that’s exactly why you need to focus on engaging with your customers regularly. With consistent engagement, you’ll get to figure out: Customer pain points. Impacts of consistent engagement. Successful Customer Engagement.

B2B 204

B2B Banking Personalization Employee engagement 204

Nicereply

APRIL 12, 2023

A strong customer service team culture is the direct result of trusting, engaged employees. We also share great insights from our beloved colleague, Katarina Javorcikova, on how to build a strong and long-lasting team culture within your company. Customize how you show your gratitude to each individual.

Customer Service 98

Customer Service Feedback Healthcare Education 98

TechSee

JUNE 10, 2021

Of course, in-person contact puts employees and customers at risk. This blog challenges that status quo. Here are four truck roll optimization innovations to consider to improve customer experience, save a massive amount of money, and keep employees and customers safe. . Four Truck Roll Optimization Innovations.

Self service 207

Self service Analytics Transportation Healthcare 207

Calabrio

NOVEMBER 25, 2020

In fact, the pace of change is only accelerating affecting nearly every facet of our lives, from how we bank, shop and socialize to how we respond to a pandemic. We’ve entered an era where simply keeping abreast with the latest contact center tech advances is not enough. Today’s consumers demand service 24/7, 365 days a week.

Contact Center 52

Contact Center Self service Analytics Banking 52

aircall

JULY 14, 2021

When your employees are happy, it’s easy to think you’re doing a good job. However, there are many reasons they might not be engaged and satisfied at work. What’s more, low employee engagement levels can harm their overall productivity and impact their ability to meet goals or targets. What Is Employee Engagement?

Employee engagement 98

Employee engagement Surveys Interactive Voice Response Morale 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.

Chatbots 59

Chatbots B2B SaaS B2C 59

Fonolo

DECEMBER 6, 2022

When it comes to contact center development, what Darnell means is that you must engage. FACT: Authoritative, hands-off, influential, transactional, and employee-centric are five different types of leadership styles that support call center development in different ways. You can’t passively improve a call center. .

Contact Center 142

Contact Center Call Center call center software Abandon rate 142

Call Design

MAY 24, 2022

– Need technology to keep pace. – Need technology to keep pace. . – Need technology to keep pace. Gamification, the use of game mechanics to improve employee productivity, efficiency, and engagement, provides an excellent platform for addressing all of these traits.

Gamification 78

Gamification Enterprise Coaching Feedback 78

Nicereply

JULY 10, 2023

Employee Net Promoter Score: why you should care about it? Employee engagement has become a key metric for high-performing businesses to track since it was introduced over three decades ago. Year after year, statistics have shown a clear link between highly engaged employees and better business outcomes.

Employee engagement 70

Employee engagement Surveys Metrics Feedback 70

TechSee

JUNE 16, 2022

You can listen to Paul in this inspiring podcast , where he discusses the value of Lean Operations in a contact center environment and how it can significantly improve operational efficiencies. Customers expect better and faster pre and post purchase services. Follow on LinkedIn. Paul Husar, Senior Call Center Manager at LG Electronics.

Customer Service 251

Customer Service Chief Customer Officer Contact Center Consulting 251

Nicereply

NOVEMBER 15, 2022

Smart use of the latest technology will keep customer service teams prepared to deal with evolving customer demands. . Just as importantly, customer service leaders will need to focus on keeping their teams engaged to improve employee happiness and retention, while also maintaining a high-quality support experience. .

Customer Service 98

Customer Service Metrics Employee engagement Customer Support 98