Beyond Philosophy

FEBRUARY 29, 2024

For example, we spend unexpected bonuses or investment payoffs differently than what we earn. From a Customer Experience perspective, mental accounting has some key strategy points. So, is there a way to frame the purchase to nudge the customer to think about the purchase in a way conducive to guilt- and pain-free spending?

Accountability 195

Accountability Finance Banking Management 195

Call Experts

APRIL 8, 2024

This simple statement underscores the importance of genuine human interaction, especially regarding customer service. In this blog, we’ll explore the intricacies of call routing, its significance in modern customer service, and how it can enhance the customer experience.

Interactive Voice Response 52

Interactive Voice Response Technical Support Technology call center solutions 52

ConvergeOne

AUGUST 9, 2022

The first entry in this blog series, which details the first two steps to effective Workforce Engagement Management, can be read here. Step 3: Anticipate the Unexpected with WFM Scheduling & e-Learning. This becomes exceedingly difficult with all the channels upon which customers can reach agents.

Management 75

Management Contact Center Metrics Wait times 75

SmartAction

DECEMBER 8, 2023

This was where Alex, a visionary contact center manager, worked tirelessly to improve efficiency and customer satisfaction. The AI system handled the initial customer interactions, gathering all the necessary information before passing it along to human agents reducing average call handling times by 20%.

Virtual Agent 79

Virtual Agent Contact Center Upselling Interactive Voice Response 79

Fonolo

JULY 7, 2020

According to the National Post , call centers are being overwhelmed by callers looking for both physical and mental health support. Your customers want a human connection. Despite the vast number of communication channels available to us, your customers crave human connection. 9 Effective Ways to Handle Call Spikes in a Crisis.

Call Center 112

Call Center Healthcare Management Technology 112

Nicereply

JANUARY 17, 2024

In today’s hyper-connected world, where customers wield more power than ever before, businesses face an unrelenting challenge: customer complaints. Did you know that, on average, dissatisfied customers will share their negative experiences with 9-15 people ? Why solve customer complaints?

Complaint resolution 105

Complaint resolution Scripts Feedback Wait times 105

ShepHyken

JULY 11, 2016

Each week I read a number of customer service articles from various online resources. Oh when you smilin’, when you smilin’ The whole world smiles with you” – do happy customers = better customer experiences? I have written about this subject in the past – yet I assure you this blog post is not a rehash of previous ramblings.

Customer Service 204

Customer Service Entertainment Banking Customer centricity 204

Beyond Philosophy

NOVEMBER 29, 2018

However, the experiences are entirely different and have different Customer Experiences. We discussed the digital transformation and its effect on Customer Experience in our recent podcast. In the Online Environment, Building Trust Means Anticipating Customer Needs. Customers have many choices. We call this authenticity.

Customer Experience 419

Customer Experience Benchmark Advertising Personalization 419

ClientSuccess

FEBRUARY 8, 2023

There are an overwhelming amount of metrics that you can measure to track customer success. So, to break through the fray and give you a place to start, Client Success has created THE list of the most valuable customer success metrics. If your company is B2B, this could be interpreted as average revenue per logo.

Metrics 75

Metrics Upselling B2B SaaS 75

aircall

MARCH 16, 2022

91% of consumers say that a positive customer service experience leaves them more likely to make another purchase. Put simply, putting customer satisfaction at the center of your sales processes is a powerful business asset. . What Being Customer-Centric Looks Like for Support Teams. Automating Manual Tasks.

Customer centricity 71

Customer centricity Finance Interactive Voice Response Coaching 71

bold360 Blog

AUGUST 18, 2020

Organizations that had been supporting a small remote workforce were suddenly forced to support a fully remote workforce. 4 Steps to Success in Supporting Remote Workforces. 4 Steps to Success in Supporting Remote Workforces. Support unexpected employee needs.

Scripts 52

Scripts Management Technology Personalization 52

Comm100

JUNE 23, 2022

Today’s students have sky-high support expectations, but with a reliance on phone and email, many higher education institutions are failing to meet these needs. Not only does Comm100 meet the support needs of these schools, but it’s also increasing enrolment, engagement, and satisfaction, all while reducing operational costs.

Chatbots 84

Chatbots Education Wait times CRM 84

TeamSupport

JANUARY 26, 2021

This blog series aims to break down the main principles of the new comprehensive study of the Support industry that is now available for download. Part 1 explores the transition of support from a reactive transactional model to a more proactive and preventive approach. offer electronic-only support contact methods.

B2B 64

B2B Customer Support Technical Support Coaching 64

Beyond Philosophy

MAY 10, 2016

As customers in all b2b and b2c sectors steadily become more actively digitized in their daily lives, companies are having to respond, and hopefully stay ahead, in the race to build stronger interpersonal relationships with them. Michael Lowenstein, Ph.D., CMC Thought Leadership Principal, Beyond Philosophy.

Marketing 186

Marketing Banking B2C Consulting 186

Global Response

MAY 1, 2023

However, if you want to: improve the cost-effectiveness of your call center raise your service levels effectively improve CSAT and provide better customer experiences understand staffing needs to manage demand and call volume improve employee retention and satisfaction …then you need workforce management. Ready to perfect your CX?

Call Center 62

Call Center Management outsourcing Coaching 62

ProProfs Blog

MARCH 27, 2019

The promise of a delightful customer support experience comes with the responsibility of actually delivering it consistently. Just buying and installing the latest customer support software onboard does not automatically mean that you will provide a great experience to your customers.

Customer Support 163

Customer Support Chatbots Customer centricity Enterprise 163

BlueOcean

MARCH 13, 2023

Talk of ChatGPT is everywhere from your LinkedIn feed to the evening news to, yes, this blog. Like most people in the customer care sector, we are diving deep into where ChatGPT fits, or might fit, into the contact center world. So let’s get into it. Those first three are what we’d expect.

Contact Center 62

Contact Center Customer Experience Chatbots Customer Care 62

Totango

OCTOBER 27, 2021

There are a number of reasons why a customer may ghost you. Fortunately, there are some steps you can take to help you re-engage with disengaged customers as well as some measures you can take to help prevent client ghosting altogether. . What to Do When a Customer Ghosts You. Do they have any unresolved support tickets?

Metrics 91

Metrics Enterprise Personalization Management 91

Blueship Call Center

AUGUST 22, 2023

Outsourcing customer service is a desirable concept. Outsourcing your customer service to an outside agent may drastically reduce overhead, saving you money, resources, and frequently a great deal of stress. We’ll go into great depth about outsourcing customer support in this post. What could happen at this point?

outsourcing 57

outsourcing Customer Care Average Handle Time Call Center 57

aircall

OCTOBER 22, 2021

As sales and vacation time usage spike during the holiday season, so do customer service inquiries. If your business isn’t prepared to meet holiday support needs, your customer experience will suffer, which can affect not only your Q4 sales but also your brand reputation. Start Decking the Halls by Planning for Calls. .”

call center software 62

call center software Call Center call center solutions Interactive Voice Response 62

ProProfs Blog

FEBRUARY 7, 2020

Everyone says that customer support used to be easy. For an 18th century blacksmith, the questions and concerns from customers were pretty simple. At least it was obvious that customers would simply walk to the store whenever they needed support. . Customer support is not rocket science.

Customer Support 160

Customer Support Surveys Inbound sales Construction 160

Nicereply

JULY 27, 2021

Capacity planning benefits all stakeholders and must be a part of a support leader’s regular activities. Staffing a support team is often more of an art than a science. There are many unknowns such as volume, crisis situations, release cycles, and the constant battles for budget and unexpected attrition.

Customer Service 98

Customer Service Agent burnout Average Handle Time Education 98

Nicereply

MAY 25, 2022

Something will go wrong, mistakes will be made and customers will be upset. The Carey School of Business found that only 37% of upset customers were satisfied when offered something in return for the issue. After a bad customer service experience, 39% of customers will avoid a company for two years.

Customer Service 105

Customer Service Accountability Personalization Education 105

Creative Virtual

OCTOBER 4, 2021

Happy Customer Service Week! It’s the first full week of October, and that means it is time once again for the annual week-long global celebration of the importance of customer service, the people who deliver that service, and the impact it has on business success. Is Your Inexperienced Approach to Self-Service Driving Customers Away?

Customer Service 52

Customer Service Virtual Agent Chatbots Self service 52

aircall

JANUARY 24, 2022

Without customers who make purchases, refer friends, and keep coming back for more, it’s very hard to grow a business. Making your customers feel important is a vital component of this cycle. But warning: This doesn’t mean you can take customers for granted just because you have something they crave. But, it only begins there.

Call Center 126

Call Center Best practices call center software CRM 126

OctopusTech

FEBRUARY 12, 2021

Simply put, a customer support outsourcing firm or a BPO is only as good as its last performance. And this means that they need to deliver customer support round the clock and every time. The customer support provider must be able to provide quick answers to questions and must be able to handle unexpected situations.

outsourcing 62

outsourcing Customer Support Journey mapping CRM 62

JustCall

AUGUST 8, 2023

This integration of AI in logistics facilitates streamlined operations, better inventory management, and enhanced customer satisfaction. In this blog post, we will delve into the role of AI in the transportation and logistics sector, exploring various use cases where AI is already making a tangible impact.

Transportation 52

Transportation Chatbots Engineering Enterprise 52

ProProfs Blog

DECEMBER 28, 2020

If you’ve heard such customer concerns lately, then it means they’ve been through a bad customer service experience with your brand. It’s not like you wanted this, but let’s face it that your customers may come up with such complaints even in the future. What are Customer Complaints? Why Customer Complaints Matter.

First call resolution 141

First call resolution Customer Support Feedback Personalization 141

Blueship Call Center

AUGUST 1, 2023

Good customer service is essential for company owners. Outsourcing your phone answering services is one approach to make sure that your clients and customers are happy with the level of service they are getting. With an answering service, customers who call your business are immediately and silently switched to your virtual assistant.

Answering services 70

Answering services outsourcing Call Center Wait times 70

CSM Magazine

DECEMBER 13, 2023

In a competitive market, stellar customer service stands as the cornerstone of a thriving business. As a matter of fact, 49% of customers have left a brand due to poor customer service , as revealed in a study back in 2021. Note that most of these customers were once very loyal to the brands they supported.

Customer Service 52

Customer Service Upselling CRM Employee engagement 52

Nicereply

NOVEMBER 16, 2023

The skill of openness and support is crucial for team leaders who want to cultivate a similar culture among their employees and customers. How does our meeting structure support or hinder our goals? How could the school support you better in overcoming academic hurdles? Be open: Prepare for unexpected answers.

Feedback 59

Feedback Surveys Benchmark Customer centricity 59

ProProfs Blog

DECEMBER 22, 2020

This trend of call centers for chat support shifted to contact centers for chat support when internet usage became quite popular. Contrary to expectations, businesses had to adjust their process according to the advent of the internet and accommodate emails along with primary call support. Challenges Faced by Contact Centers.

Contact Center 130

Contact Center Call Center Feedback Wait times 130

bold360 Blog

AUGUST 14, 2020

Many organizations and employees struggled to adapt to remote work, as urgent issues around hardware, software and support had to be resolved almost overnight. We also needed to support these additional resources with training, hardware and software.”. appeared first on Bold360 Blog. Keeping People Connected.

Surveys 52

Surveys Personalization Marketing Best practices 52

Totango

OCTOBER 27, 2021

There are a number of reasons why a customer may ghost you. Fortunately, there are some steps you can take to help you re-engage with disengaged customers as well as some measures you can take to help prevent client ghosting altogether. . What to Do When a Customer Ghosts You. Do they have any unresolved support tickets?

Metrics 72

Metrics Enterprise Personalization Management 72

Aspect

JANUARY 10, 2018

Instead, take advantage of cutting-edge solutions to remain agile, productive and support customer experience initiatives. Put your best foot forward by integrating and streamlining your social channels to give a consistent customer experience. Not sure where to begin?

Contact Center 48

Contact Center Technology Real estate contact center solutions 48

Aspect

JANUARY 10, 2018

Instead, take advantage of cutting-edge solutions to remain agile, productive and support customer experience initiatives. Put your best foot forward by integrating and streamlining your social channels to give a consistent customer experience. Not sure where to begin? Here are five suggestions to get you started.

Contact Center 48

Contact Center Technology Real estate contact center solutions 48

Comm100

JANUARY 5, 2022

Not all live chat platforms are created equal, so to make sure you pick the right vendor, this blog will take a look at: The top 4 factors to consider when choosing a live chat provider The best live chat providers for government websites on the market. Custom routing . Excellent user experience . High security standards .

Government 82

Government CRM SaaS Marketing 82