NobelBiz

APRIL 18, 2023

Are you a call center operations manager striving to enhance your team’s productivity and deliver hyper efficiency in your daily operations? Also, call center operations managers are crucial in driving hyper efficiency within their organizations. Look no further! Why is benchmarking important?

Contact Center 52

Contact Center Interactive Voice Response Management Gamification 52

ShepHyken

NOVEMBER 9, 2018

This week we feature an article by Andy Steuer who shares valuable information about how to use virtual web assistants to optimize productivity in areas of customer service, customer support, CRM management and more. – Shep Hyken. Support Tickets and CRM Management. Order Management and Data Entry. Order Processing.

CRM 235

CRM Enterprise Benchmark outsourcing 235

aircall

OCTOBER 15, 2021

An Operations Manager plays a critical role within a company. That’s because Operations Managers are responsible for efficiency across various levels of your business. It’s clear that Operations Managers are crucial to the success of a business. What Is an Operations Manager?

Management 62

Management Education call center software Accountability 62

ShepHyken

FEBRUARY 8, 2019

In my past experience as both a consultant and owner/operator of a BPO, I understand that CSAT surveys tend to get all the attention. One of the keys to success in operating an effective customer service front, whether you are in a brick and mortar storefront or a contact center, is knowing how your customers define good customer service.

Feedback 235

Feedback Customer Experience Abandon rate Surveys 235

ShepHyken

MAY 31, 2019

In today’s highly competitive landscape, customer experience should constitute a key area of operational priority for any customer-facing organization. The post Guest Blog: Ways to Improve Your Customer Experience Online appeared first on Shep Hyken.

Customer Experience 290

Customer Experience Feedback Construction Personalization 290

ShepHyken

APRIL 12, 2019

This past season, retailers hired more than 575,000 seasonal employees to help manage the holiday rush. For many organizations, seasonal staff are vital to operations. Too often, seasonal employees leave jobs before the season’s end, leaving employers scrambling and operations unbalanced. Set Realistic Expectations.

Customer Service 268

Customer Service Education Healthcare Customer centricity 268

ShepHyken

JANUARY 18, 2019

Customer Experience will be the primary focus for successful operations in 2019 but is that “unwavering commitment to better CX” controlled by smaller metrics that don’t have a big effect on the experience as a whole? These agents will be more skilled and will function more as account managers than reps.

Customer Experience 232

Customer Experience Airlines Average Handle Time Contact Center 232

ShepHyken

FEBRUARY 1, 2019

As a business owner, operations manager or stakeholder, it is common to invest time, effort and money into building a customer-centric human workforce to help execute a business strategy. As a reference, Shep defines the Six D’s of Creating a Customer-Centric Culture in his Customer Service Blog: Define it. Guess what?

Customer centricity 220

Customer centricity CRM Finance Coaching 220

ShepHyken

JULY 12, 2019

In fact, the applicability of AI and its subset, machine learning, is relevant across all facets of the business, including facility management. Adopting automation technology with machine learning and AI capabilities will improve how you manage your facilities at a high level. Keep Your Employees Focused on What Matters.

Customer Experience 266

Customer Experience Technology Enterprise Analytics 266

Etech

JANUARY 30, 2020

Call center operations are vital to the success of any business enterprise. The best way to ensure satisfaction and control is to enlist the most updated tools in operations management. The following five trends offer the most support and significance to contact center operations. Artificial Intelligence.

Management 62

Management Call Center Call Logging Contact Center 62

Etech

JANUARY 30, 2020

Call center operations are vital to the success of any business enterprise. The best way to ensure satisfaction and control is to enlist the most updated tools in operations management. The following five trends offer the most support and significance to contact center operations. Artificial Intelligence.

Management 62

Management Call Center Call Logging Contact Center 62

ShepHyken

APRIL 7, 2017

This week on our Friends on Friday guest blog post my colleague, Swati Kungwani, writes about the value of customer complaints to a business. A standard conflict resolution platform automates the process of managing complaints. The support platform reduces the cost of operations and increases employee engagement. Shep Hyken.

Advertising 270

Advertising B2B Employee engagement CRM 270

ShepHyken

JANUARY 3, 2020

Managing motivation can be a real struggle for customer service teams. Even if you have the perfect systems in place, and the perfect processes for responding to each ticket, managing the human element in the support process can be a major challenge. Managing staff is far too big a topic for a single blog post.

Gamification 194

Gamification Morale Contact center software B2B 194

ShepHyken

MAY 5, 2017

This week on our Friends on Friday guest blog post my colleague, Dan Rood, writes about the precious commodity of time and why we must use the latest technologies to help customers save time and have amazing customer experiences. Think about it — consumers already manage all of their communication through one device. Shep Hyken.

Self service 199

Self service APIs Surveys Analytics 199

ShepHyken

MARCH 8, 2019

If you understand how to properly manage customer expectations, you will eliminate that angry phone call that nobody wants to get from an unhappy client. You don’t want, for example, customers to know that your high-end shoe site is actually a drop-shipping operation run from your bedroom. Under-Promise and Over-Deliver. is the credo.

Consulting 270

Consulting Consulting Personalization Customer Service 270

ShepHyken

DECEMBER 15, 2017

Presenting customer feedback to employees needs to be part of any effective management performance programme. For instance, frontline managers who are more likely to be interested in tactical actions and customer recovery will want to see scores from customer interactions.

Employee engagement 298

Employee engagement Customer centricity Feedback Morale 298

ShepHyken

DECEMBER 13, 2019

Get ahead of risk management before it strikes. Is it robust enough for your scale and complexity of operations? If you can, visit their offices and watch how they operate in person – seeing how things work internally can inform both businesses how they can best work together. Whose insurance will cover contract workers?

APIs 254

APIs Enterprise Government Customer Experience 254

Callminer

NOVEMBER 28, 2022

Call center metrics, including call tracking metrics, can make improving operations at your contact center much easier to manage. Read this blog for the top metrics to consider and measure.

Metrics 345

Metrics Call Center Contact Center Management 345

ShepHyken

NOVEMBER 15, 2019

The most meaningful surprise for your customers (and your bottom line) would be an IVR that, from dial tone to “goodbye,” is quick and easy to use and operates in an intuitive manner, providing a customer journey that could make them glance at the phone and think, “Wow, I’m done already?!”. So how can your contact center IVR get there?

Interactive Voice Response 232

Interactive Voice Response Customer Experience Self service Contact Center 232

ShepHyken

MARCH 1, 2019

One of the freshest ways to communicate with customers and potential ones is the use of video not only by marketing teams but in the entire operations of a company. Read Shep’s latest Forbes article: Nike: A Real-Time Lesson In Crisis Management. Business owners and their marketing teams understand that video is essential.

Customer Experience 262

Customer Experience Chatbots Big data Marketing 262

Enghouse Interactive

SEPTEMBER 1, 2020

It’s Not an Option – It’s Expected (Blog Series). Register for our upcoming webinar “When, How and Why Customers Self-Help” with Steve Morrell, Managing Director and Principal Analyst of Contact Babel and John Cray, Vice President – Product Management, Enghouse Interactive. Digital literacy is the new normal.

Self service 79

Self service Contact Center Chatbots First call resolution 79

ShepHyken

AUGUST 31, 2018

notice when a customer sounds dissatisfied or angry and suggest solutions to the operator. A good example is Kate from Genesys, who can converse with customers by analyzing their data and pass over the case to the operator together with the necessary contextual data and recommendations how to handle the case better.

Self service 184

Self service Chatbots Personalization Interactive Voice Response 184

ShepHyken

OCTOBER 19, 2018

For [customer support and marketing] employees, the main benefit is operational efficiency. Alex Bekhterev • Program Manager, Americas, Emarsys • LinkedIn. The post Guest Blog: How Will Artificial Intelligence Impact CX and Customer Service? Conclusion. _. appeared first on Shep Hyken.

Customer Service 276

Customer Service Automotive Chatbots Airlines 276

Fonolo

JANUARY 14, 2020

Which customer service blog posts helped to shape the last decade for you? . There are more customer experience management blogs and articles than ever before — not to mention the growing libraries of video and interactive content. Here, we cover the 20 best customer service blogs and influencers to follow in 2020.

Customer Service 136

Customer Service Chief Customer Officer Contact Center Call Center 136

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. Subject matter experts.

Self service 66

Self service Contact Center Chatbots Average Handle Time 66

ShepHyken

JUNE 15, 2018

In a recent press release, Gartner estimated that “ 25% of customer service and support operations will integrate virtual customer assistant or chatbot technology across engagement channels by 2020, up from less than two percent in 2017 ”. Setting up this process for your social media customer support is not trivial, obviously.

Chatbots 189

Chatbots Customer Support Healthcare Scripts 189

NICE inContact

NOVEMBER 1, 2019

Access our webinar: Delivering True Operational Agility in Times of Crisis. It also provides support to other 211 operations across the country in times of disaster. Learn more in this informative webinar: Delivering True Operational Agility in Times of Crisis. In crisis and in calm, 211 LA County helps over 1.4

Management 54

Management Healthcare Analytics Contact Center 54

ShepHyken

JUNE 30, 2017

Managing big data, providing efficient customer service, streamlining the process and enhancing user experience are some of the benefits that artificial intelligence has provided humans with. Intelligent apps : The cost of business operation and the rate of defection have reduced to minimal.

Government 220

Government Technology Benchmark call center software 220

ShepHyken

MARCH 15, 2019

This week we feature an article by Tom Buiocchi who writes about the importance of the “behind the scenes” work facilities managers do in order to enhance the customer experience. When you think about how to provide excellent customer service, chances are facilities management might not be the first thing that comes to mind.

Customer Service 184

Customer Service Management Customer Experience Customer effort 184

ChurnZero

DECEMBER 9, 2020

If you’re eager to learn more about the Customer Success space too, we’ve compiled a list of industry blogs you should follow and bookmark that can help provide you with all the insights, strategies and guidance you need. Must-Read Customer Success Blogs. The Success League Blog. Tri Tuns Blog. SuccessCOACHING Blog.

Consulting 98

Consulting Consulting Best practices Upselling 98

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 that simple.

Technology 229

Technology Customer Service Management CRM 229

ShepHyken

SEPTEMBER 29, 2017

It is important to have a plan in place for managing the customer experience and having a customer-focused culture. – Shep Hyken. A Simple Playbook for Managing Customer Experience. Each of these teams is in constant motion to manage the customer interactions for which they are responsible. Don’t take anything for granted.

Employee engagement 135

Employee engagement Feedback Customer Experience Management 135

ShepHyken

DECEMBER 30, 2016

This week on our Friends on Friday guest blog post my colleague, Erich Lawson, writes about the importance of being an eco-friendly business and how it can encourage loyalty among consumers. Businesses that operate on a zero waste policy. Enhance your systems of waste management. Shep Hyken. Recycled packaging.

Surveys 213

Surveys Accountability Management Customer Service 213

Enghouse Interactive

OCTOBER 21, 2020

AI Makes It Possible (Blog Series). Blog #4 of 4 The MORE you know. Adopt automation to make operations more efficient and agents more productive. With so many areas where Augmented Conversations (enabled by AI) can help, Steve stated that he’s often asked by Contact Center managers what to do and how best to do it.

Self service 76

Self service Contact Center Benchmark Chatbots 76

CustomerSuccessBox

MAY 18, 2022

Searching for blogs in the arena is getting accessible slowly and it’s time you leverage the essential knowledge these blogs have to offer, to flourish! Here is the list of 10 Customer Success blogs to follow and save in your digital library in 2022! Suggested blog : Account Expansion: If You Want To Grow Fast, Do This….

SaaS 52

SaaS Upselling Education Customer retention 52

ShepHyken

MARCH 30, 2018

Type: Management Centric. “It Beyond the cost of recruitment alone, there are other aspects making employee retention an essential KPI: adaptation time (period during which the new agent isn’t productive yet), cost of training, difficulties to manage always-changing teams, etc. Employee retention.

Customer Experience 213

Customer Experience Average Handle Time Customer Care Customer centricity 213

ShepHyken

JANUARY 6, 2017

This week on our Friends on Friday guest blog post my colleague, Vince Jeffs, examines the hot topic of artificial intelligence (AI) and it’s impact on the customer experience. Myth #1: AI can think and operate like humans today. I am reading articles every week about AI and find it’s impact fascinating. Shep Hyken.

Customer Experience 215

Customer Experience Telecommunications Technology Banking 215