ShepHyken

JANUARY 22, 2023

My Comment: If you have service technicians in the field, you will enjoy this article by CX guru Vala Afshar, who covers how AI supports customer service and experience efforts. It takes five ideas, such as “Give the people what they want (the rewards),” and supports the idea with research, stats, and facts.

Customer Service 120

Customer Service Contact Center Self service Consulting 120

Beyond Philosophy

JULY 27, 2023

The second question probes, “What do customers value,” presumably with the qualifier, “that we can do to get them to give us more money?” ” This second question addresses how an organization might need to change to something else rather than pretend to be something else.

Customer centricity 195

Customer centricity Personalization 195

Beyond Philosophy

NOVEMBER 10, 2015

Completed project = (work time – connectivity – Toxic Influences) engaged team support. Several years ago, entrepreneur Sethi Maneesh hired people off Craigslist for $8 an hour to slap him whenever he got off task. If they waited, researchers told them they would get a second marshmallow. What would you add to the list?

Consulting 385

Consulting Consulting Customer Experience Personalization 385

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. It was just great.

Chatbots 59

Chatbots B2B SaaS B2C 59

BlueOcean

OCTOBER 4, 2023

When one in five of your customers speak something other than English as their first language, providing bilingual customer support is critical. Providing bilingual French-English support has been a way of life in Canada since, well, forever. The impact of bilingual support on the customer experience cannot be understated.

Customer Support 124

Customer Support Bilingual agents outsourcing Contact Center 124

Beyond Philosophy

JULY 9, 2020

My daughter was concerned about COVID-19 risks if she hired someone to fix it, but she also didn’t want people to let themselves into the house through the broken window either. Nervous Face Mask Wearer: This second segment will go out, but they feel unsafe, anxious, and afraid. Freedom Fighters are angry.

Consulting 406

Consulting Consulting Marketing Personalization 406

Beyond Philosophy

NOVEMBER 14, 2017

Both understand (in the case of Sir Richard at Virgin Group) and understood (in the case of Herb Kelleher at Southwest Airlines) the value of putting people and customers first, HR practice second. Among airlines, working in a supportive, trusting, fun, responsive and energetic culture isn’t confined to staff at Virgin.

Airlines 218

Airlines Consulting Consulting Enterprise 218

Select VoiceCom Blog

JANUARY 8, 2024

SVC partners with a New York media outlet SVC began an outsourcing partnership with a New York media outlet in 2020 to assist them in customer service and retention as well as tech support. To start, we set out to create a team of 20 voice (customer support and customer retention) and non-voice (chat and email help desk) agents.

Customer retention 52

Customer retention outsourcing Metrics Customer Support 52

Upstream Works

MARCH 17, 2022

When considering vendors offering AI applications, contact centers should consider how well they interwork and support the systems currently in use, rather than looking to replace them altogether. A second use case would be self-service automation. For now, AI will best serve contact centers as a complementary technology.

Contact Center 78

Contact Center Interactive Voice Response Self service Call Center 78

aircall

OCTOBER 6, 2021

In this article, we’ll look at effective sales onboarding and how it can fundamentally improve the new hire experience for your sales professionals. Effective sales onboarding is the process of getting new hires up to speed with company operations by providing the necessary knowledge, values, and tools.

Sales 117

Sales Scripts Best practices Feedback 117

Call Experts

APRIL 8, 2024

In this comprehensive blog post, we’ll take you on a journey through the world of call center agents, exploring the key performance metrics and the qualities that define a top-notch call center agent. Product Knowledge: They need to understand the products or services they support deeply.

Call Center 52

Call Center Average Handle Time Coaching Metrics 52

OctopusTech

OCTOBER 14, 2022

However, there’s always an ongoing dilemma among business owners that if they should hire a Shopify expert for their company or not. If you are looking to hire an expert Shopify for your store or app, then you will surely open door to new opportunities and will take your business to the next level. Hiring Basis.

Abandon rate 62

Abandon rate Consulting Consulting Sales 62

Totango

JULY 15, 2021

No matter how great your product is, your customers still need to have a positive experience and be expertly nurtured and supported throughout their journey with your company in order to keep buying from you, adopt more products, and/or advocate for your company. The Right Tools for the Job.

Chief Customer Officer 124

Chief Customer Officer Customer centricity Education Best practices 124

CX Accelerator

FEBRUARY 3, 2018

Within seconds, the analyst must ascertain the communication style of the customer and construct their message accordingly. Additional benefits for Customer Service leaders include the following: Hiring The Right Agent– When you understand the landscape of your team from a DiSC perspective, you will also know where your largest gaps are.

Customer Service 140

Customer Service Construction Coaching Education 140

Beyond Philosophy

MAY 14, 2020

His blog, Influence People , has readers all over the world and offers years of insight into the art of persuasion. Ahearn says that’s why we turn to a CPA to do our accounting or hire an attorney for legal support. Second, resist the temptation to try to get people to like you, and instead work on liking other people.

Consulting 419

Consulting Consulting Personalization Accountability 419

CustomerSuccessBox

JUNE 1, 2021

We have seen successful success managers come in from all sorts of backgrounds which is not just limited to Support representatives. And to know more about the roles of a CSM , check out this blog – What are the responsibilities of Customer Success Manager (CSM)? Roles that succeed as Customer Success Managers. Account Managers.

Management 52

Management Consulting Consulting B2B 52

Nicereply

FEBRUARY 4, 2020

If you can find someone that has worked down on the ground in a coffee, retail or food service, you can rest assured that they have the first grounding bits to be truly excellent at support. Almost every person that I talk to that has created a career out of supporting customers started off as a waiter, barista, or retail employee.

Customer Support 107

Customer Support Scripts Personalization Technology 107

Comm100

OCTOBER 10, 2022

In this blog, we’ll look at some of the best chatbot examples across industries, revealing how organizations are using automation and the benefits each brings. Offering 24/7 support. The importance of around-the-clock support cannot be understated. So let’s jump straight in to our first chatbot example.

Chatbots 84

Chatbots Customer Service Self service Agent burnout 84

CX Accelerator

MAY 28, 2019

Chief among these is our power to create a supportive and edifying dynamic among our teams. TINYpulse data supports the notion that having “great colleagues and peers” is the number one reason people love their jobs. Naturally, it begins with being very picky about your new hires. Encourage participation in two ways.

Journey mapping 140

Journey mapping Contact Center Sales Customer Service 140

OctopusTech

JULY 26, 2021

And, if you are planning to choose BPO as a business to offer Customer Support Services, being aware of the current trends in BPO and what’s going on in the industry is priceless. This will surely make up your mind to hire a BPO partner for your Customer Support Services. Octopus Tech is an industry-leading BPO firm.

outsourcing 62

outsourcing Finance Banking Customer Support 62

Blueship Call Center

JULY 24, 2023

Email support is a vital component of customer service that requires correct management to maintain the quality of service. Email support outsourcing services have various advantages, including quick accessibility, better customer experience, respect and decorum. What is email support outsourcing services?

outsourcing 56

outsourcing Call Center Average Handle Time Customer Support 56

Nicereply

NOVEMBER 15, 2022

Learn from the best ones and find out what support leaders see as the biggest challenge of the upcoming year. We wanted their perspective on the challenges customer support teams are facing and the things they need to know before starting a new year. . For success in 2023, look for ways to humanize your support. Josh Magsam.

Customer Service 98

Customer Service Metrics Employee engagement Customer Support 98

bold360 Blog

MARCH 5, 2020

How technology and processes support your talent. Your EX makes or breaks your CX — and it starts from the moment you hire. When you’re hiring, knowing your purpose leads right into knowing what you should look for in a hire. When you hire, do you just point your bright-eyed new employee at a desk and say good luck?

Government 59

Government Technology Customer Experience Personalization 59

Call Experts

OCTOBER 19, 2023

In this comprehensive blog post, we’ll take you on a journey through the world of call center agents, exploring the key performance metrics and the qualities that define a top-notch call center agent. Product Knowledge: They need to understand the products or services they support deeply.

Call Center 59

Call Center Average Handle Time Coaching Metrics 59

Callminer

AUGUST 1, 2017

Launched in 2013, Zingtree has helped over 15,000 organizations streamline support, engage with customers, and more. Being able to monitor calls and have the instant support of other more seasoned agents give newer agents a sense of security and confidence. We strive to be at 15:1 with team lead support on deck during the call.

Contact Center 334

Contact Center Call Center Average Handle Time Real estate 334

Method:CRM

MARCH 13, 2023

It includes things like customer service, the quality of the product or service sold, customer support, customer convenience, and more. You establish customer service in the way you interact with your customers and the support you provide them. Support ticket tracking. Why do you need a customer portal? Tracking orders.

Customer Experience 90

Customer Experience Self service Education Best practices 90

GetFeedback

MAY 17, 2018

Great customer support looks very different than it did a decade ago. Technology has given support teams incredible ways to reach the modern customer. Once upon a time, customer support agents would split their time between one or two channels (usually phone and email). Today, they might work several channels at once.

Morale 83

Morale Self service Surveys Customer effort 83

ChurnZero

NOVEMBER 29, 2022

Second, we were leaving expansion opportunities on the table. After getting slapped on the wrist a few times for my after-sales support, I knew things had to change. Like many early-stage Customer Success teams, I was working with limited resources and did not have any headcount to hire new talent.

Scripts 98

Scripts Sales Customer centricity Coaching 98

Balto

MAY 22, 2023

Regardless, if you saw a large increase in your budget, would you simply hire more people for your frontline team? Or would you perhaps hire folks for a myriad of other critical roles like quality, training, workforce management, technology, or reporting? Feel free to add or remove a zero to arrive at the appropriate shock value.

Contact Center 52

Contact Center outsourcing Metrics Chatbots 52

aircall

AUGUST 14, 2022

But one way to ensure you can scale without compromising on quality is to scale your customer support team too. To better understand how to ensure quality isn’t left in our wake, let’s first explore the importance of scaling customer support. The Importance of Scaling Customer Support. More support; more channels.

Customer Support 117

Customer Support Benchmark CRM Chatbots 117

OctopusTech

FEBRUARY 4, 2020

And again, in a globalized market, the best way to provide customer support is through multi-lingual call centers that have agents that speak various languages that you expect your customers to call in with. The second problem a multilingual call center solves is targeting international clients and customers. Cost Benefits.

Call Center 83

Call Center outsourcing Customer retention Customer Support 83

ShepHyken

JANUARY 23, 2023

My Comment: If you have service technicians in the field, you will enjoy this article by CX guru Vala Afshar, who covers how AI supports customer service and experience efforts. It takes five ideas, such as “Give the people what they want (the rewards),” and supports the idea with research, stats, and facts.

Customer Service 35

Customer Service Contact Center Self service Consulting 35

aircall

MAY 5, 2017

We’ve looked at how to successfully scale your customer support team before. This article will explain how to recruit your first customer support employee. Why you need to recruit your first customer support employee. When it comes to customer support, speed is of the essence. The warning signs. The incentive.

Customer Support 82

Customer Support Personalization Call Center Wait times 82

CustomerSuccessBox

MAY 31, 2021

To know more details about other key responsibilities of CSM, check out this blog – 6 Key Responsibilities of a Customer Success Manager in a SaaS Company. The second key aspect that will influence your decision on assigning the number of accounts per Success manager should be around the financial metrics. How many do you need?

Management 52

Management SaaS Customer advocacy Accountability 52

aircall

JUNE 23, 2022

Aircall is a flexible cloud-based phone solution that integrates with popular CRMs and helpdesk tools to help manage and streamline customer support and sales departments. Businesses now have the opportunity to hire top talents who aren’t limited by location and offer employee flexibility.

APIs 62

APIs Metrics Technology Sales 62

JustCall

MARCH 9, 2023

In this blog, therefore, we will look at the six most important tips to keep in mind with respect to call center agent training programs. In this blog, therefore, we will look at the six most important tips to keep in mind with respect to call center agent training programs.

Call Center 52

Call Center call center software Construction Best practices 52

Hodusoft

MARCH 13, 2024

Optimizing Customer Support in the Financial Sector: How BPO Contact Centers Can Add Value In the present age, financial institutions are grappling with a wide range of challenges. In today’s dynamic financial landscape, providing exceptional customer support is crucial for the success and reputation of financial institutions.

Contact Center 52

Contact Center Customer Support Contact center software outsourcing 52