Beyond Philosophy

AUGUST 25, 2019

Now, to be fair, if it was my brother Neil, my answer is yes.). In my case, every time I saw them, I would worry something had gone wrong with the car. For example, your business might go under if you treat too many people like family and not enough like customers. My Mont Blanc pen, for example.

Morale 358

Morale B2B Consulting Consulting 358

Beyond Philosophy

JANUARY 26, 2023

However, in reviewing that content, I realized I was in sore need of an update. Before we get started, you should know that typically, people don’t know the answer when I ask these questions, which is why I ask them. Yet, interestingly enough, individuals can answer the question. It’s time for an update. That was unusual.

Customer centricity 195

Customer centricity Construction Education Customer Experience 195

Beyond Philosophy

DECEMBER 10, 2021

Sitting there amongst 1,000 people, I had an epiphany about what I wanted to do with the rest of my career. Soon after that, I founded my global Customer Experience consultancy, Beyond Philosophy. Doing so has business implications because when you do, people come back and bring their friends. .

Airlines 273

Airlines Metrics Accountability SaaS 273

Fonolo

FEBRUARY 9, 2023

In the world of contact center metrics, service level has always held a special place. This metric is universally understood across the industry, and clearly conveys how quickly customer calls are answered by support agents. What is the Purpose of Service Levels? Where Did the 80/20 Service Level Rule Come From?

Service level 142

Service level Call Center Abandon rate Metrics 142

Customer Service Life

OCTOBER 28, 2023

Image by Gerd Altmann from Pixabay Early in my career as a contact center manager, I did many things that make me cringe nowadays. One such thing was requiring my team to end every call by asking customers, “Is there anything else I can help you with.” In my current role, we primarily interact with customers by email.

Contact Center 104

Contact Center Average Handle Time Surveys Customer Support 104

CSM Magazine

JUNE 7, 2023

By now, you’re probably already familiar with the term “omnichannel” applied to customer service. In this article, we dive into definitions, benefits, and use cases to help you really understand what omnichannel means and how you can leverage omnichannel services to unify and improve customer and employee experience. What does it mean?

Customer Service 98

Customer Service Multichannel Banking Marketing 98

Beyond Philosophy

MAY 23, 2019

A woman answered. Now, to be fair, our clock was broken, but I set that snarky comment aside and answered politely that it was five to five. However, I recovered quickly and apologized in my most British way for my inconsiderate behavior. We discussed friction’s effect on Customer Experience in a recent podcast.

Transportation 199

Transportation Consulting Consulting Benchmark 199

Callminer

MAY 11, 2020

Ongoing training and coaching are equally important to ensure that your employees are equipped with the skills and knowledge they need to do their jobs effectively. Meet Our Panel of Customer Service & Customer Experience Managers: Anh Trinh. Customer service is a tough job, and there are times when employees will.

Management 273

Management Customer Experience Customer Service Coaching 273

UJET

AUGUST 5, 2020

After over 10 years in the software startup scene and a great start at UJET in its San Francisco headquarters for a year and a half, I had the opportunity to move to Europe. Now after being in Munich for almost two years, I’ve had time to reflect on the benefits, drawbacks, and lessons learned about working remotely while living abroad.

Personalization 133

Personalization Marketing Management Accountability 133

Nicereply

APRIL 13, 2022

Recently, AI impact (not only in customer service) has been so high that the global AI market value might reach $267 billion by 2027. It’s time for AI to continue evolving and boosting the customer service experience. Examples of AI utilities changing businesses. trillion in business value and recovers 6.2

Customer Service 119

Customer Service Chatbots Self service Healthcare 119

ProProfs Blog

AUGUST 14, 2020

You’ve landed on the website due to a certain search query and find the product you need. You want someone to help you answer the sign up process questions faster and leave with the desired product. That my friend is a tale of bad customer experience. Answer their questions. Imagine being in your customers’ shoes.

Analytics 174

Analytics B2B Education Feedback 174

Beyond Philosophy

AUGUST 15, 2019

With 11 books on marketing and Customer Experience, our guest Don Peppers , bestselling author, blogger, business strategist, and acclaimed keynote speaker, joins us to share his wisdom on the subject. Is it to establish a business case for the program? The answer to why will have much to do with how you measure your results. .

Metrics 312

Metrics Finance Surveys Consulting 312

Fonolo

SEPTEMBER 14, 2023

In a busy customer service department, having an agreed-upon set of milestones helps you cross the finish line because it clarifies decision-making, keeps morale up, and can even reduce agent turnover. In this blog, we’ll discuss how to create goals that will take your call center to the next level. Using the S.M.A.R.T

Contact Center 91

Contact Center Call Center Average Handle Time Construction 91

ProProfs Blog

JUNE 5, 2020

The COVID-19 pandemic has pushed businesses to dodge bullets and the global economy is in dire straits. Charles Darwin’s famous quote on species evolution stands true for today’s volatile business world- “ It is not the strongest or the most intelligent who will survive but those who can best manage change. ” . Stay tuned! .

Customer Service 214

Customer Service Customer centricity Metrics Customer Support 214

Beyond Philosophy

NOVEMBER 6, 2017

Contact centers are often the communications lifeblood of a business. After all, even though everyone in the company is technically responsible for delivering a great customer experience, those people who come into direct contact with your current and potential clients are the ones who have the most real effect.

Contact Center 278

Contact Center Wait times Call Center Customer Experience 278

Comm100

MARCH 25, 2024

Luckily for business owners and budding chatbot developers alike, launching a quality bot isn’t hard, as long as you know what to watch out for. Acebot is a chatbot that prompts customers to answer a satisfaction survey in a conversational format. Chatbots can be designed to do almost anything.

Chatbots 97

Chatbots Journey mapping Personalization Customer Support 97

GetFeedback

JANUARY 19, 2020

To prepare for a recent business trip, I booked a roundtrip flight, hotel, and rental car. As my trip progressed, I got email requests for feedback at each step. As my trip progressed, I got email requests for feedback at each step. For example, a few hours after checking into my hotel, I got an email with this message.

Surveys 146

Surveys Journey mapping Feedback B2B 146

CX Accelerator

APRIL 30, 2018

because you’re going to need one! Leaders scratching their heads wondering how they can provide an “experience”, are turning to their Customer Service Representatives (CSRs) and counting on them to make it happen. After all, with long hours, demanding customers and complicated systems…how could things go wrong? ??

Journey mapping 140

Journey mapping Airlines Morale Call Center 140

Fonolo

MARCH 7, 2023

That’s where self-service comes in. Customer self-service, or CSS, refers to any type of electronic or automated support that allows customers to find answers or resolve problems without having to connect with a customer service agent. and those that require human assistance (“I don’t understand my bill”.)

Self service 87

Self service Call Center Interactive Voice Response Chatbots 87

Callminer

APRIL 21, 2020

To find out what leadership activities today’s call center leaders find most valuable, we reached out to a panel of call center managers and business leaders and asked them to answer this question: “What are your favorite call center leadership activities?”. Meet Our Panel of Call Center Managers & Business Leaders: Adeel Shabir.

Call Center 182

Call Center Management Scripts Coaching 182

NobelBiz

MAY 9, 2023

Contact centers play a vital role in today’s business landscape, serving as a primary point of contact for customers to resolve issues, make inquiries, or provide feedback. additional hours of team talk time PER DAY… or 56.25 additional hours of talk time per 5-day work week. from 2021 to 2028 to reach USD 12.2

Best practices 98

Best practices Call Center Gamification Contact center software 98

Callminer

AUGUST 1, 2017

To gain some insights into the strategies and tactics call centers can use to boost efficiency and arm you with effective strategies you can put to use, we reached out to a panel of call center experts , managers and leaders and asked them to answer this question: “What is the most effective way for a contact center to increase efficiency?”.

Contact Center 334

Contact Center Call Center Average Handle Time Real estate 334

JustCall

MARCH 23, 2021

Do you have a dedicated phone number for your business? The business phone number is one of the main points of contact for customers. But, what exactly is a business phone number? Which business number should you go for? In this blog post, we will help you answer all these questions. How do you get one?

voip 98

voip Interactive Voice Response CRM Analytics 98

Beyond Philosophy

SEPTEMBER 19, 2019

Joanne Causon, CEO of the Institute of Customer Service , joined me on our podcast about this downward trend in Customer Satisfaction. Today’s business world is increasingly focused on automation and AI. Colson believes that in these times, human interaction and service takes on a renewed value for your Customer Experience. .

Big data 283

Big data Consulting Consulting Customer Experience 283

Comm100

MARCH 6, 2022

In this blog, we’ll look at the top 3 reasons why chatbots in credit unions are key to improving member experience and engagement, and why more and more credit unions are adopting them. This move towards digital services has been accelerated by Covid-19. LMCU, Jasmina Duric, Manager of E-Services and Support Department.

Chatbots 63

Chatbots Banking Surveys Personalization 63

ShepHyken

JULY 7, 2017

While some customers actively seek to build relationships with the companies they do business with, others simply want to make a transaction and go on their merry way. Now, those 200 hypothetical customers aren’t just going to keep doing business with you because it’s in their nature. Shep Hyken. Casting a wide net doesn’t work.

Surveys 59

Surveys Personalization Sales Marketing 59

Horizon CX

OCTOBER 2, 2023

A Service Desk Associate is assigned to a checkout register for the first time. A new frontline employee watches 50 hours of training video, then asks the Supervisor to review the startup checklist and is told, “That is not a good use of my time.” I don’t have “the” answer. I certainly have “an” answer.

Surveys 52

Surveys Airlines Government Management 52

ChurnZero

AUGUST 26, 2022

The Q&A portion of the webinar covered topics that hit close to home for so many of us, such as how to not feel guilty when we don’t complete our daily tasks, how to recognize the signs of burnout, and how to ask for help when you need it. Especially in a CSM role, you’re going to have days that are super busy.

Accountability 98

Accountability SaaS Engineering Personalization 98

Customers That Stick

NOVEMBER 10, 2014

Welcome to the Monthly Mash, a mashup of tools, tales and tips on customer service and the customer experience from around the blogosphere. While buzzwords and strategies that fall out of favor after a few years are often hard to spot in real-time, the importance of omnichannel strategies seems likely to stand the test of time.

Construction 147

Construction Customer effort Customer Experience Customer Service 147

Balto

MAY 22, 2023

Guest post by Jeremy Watkin If you are a contact center or customer service leader and are reading this article, I have a hypothetical question for you. If your boss, or perhaps the company CFO, came to you and said, “Hey, I sense that your team or department needs additional resources. It’s fun to dream, isn’t it? Let’s get started.

Contact Center 52

Contact Center outsourcing Metrics Chatbots 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. That’s why it is important to understand customer complaints, why they matter, how beneficial are they for your business, and how to handle them without disappointing customers in the first place.

First call resolution 141

First call resolution Customer Support Feedback Personalization 141

Nicereply

MARCH 23, 2023

With different customer personas, business models, products, etc., Clay: My old boss and I had a friendly disagreement that I’ve seen a lot between Customer Success professionals. Customer retention is an important topic for all departments to understand. some strategies that work great for company A, may fall flat for company B.

Customer retention 52

Customer retention B2B B2C Benchmark 52

GetFeedback

SEPTEMBER 18, 2019

A while back, my teammates and I spent hours in a conference room mulling over the concept of effortless experience. Gartner published a comprehensive article highlighting the key reasons why an effortless experience is the best approach for businesses. . Is an effortless service interaction enough? Finding no.

Metrics 102

Metrics Wait times Customer Experience Customer effort 102

ProProfs Blog

DECEMBER 7, 2018

Now, there are many online platforms that advice you on how to improve your customer service this holiday season. They all have some practical tips that contribute to building a better service for your customers. Utilize staff augmentation to ensure availability of agents to respond to calls within a reasonable answer time.

Customer Service 145

Customer Service Brand ambassadors Chief Customer Officer Interactive Voice Response 145

ProProfs Blog

APRIL 30, 2020

From the biggest MNCs to new startups, businesses are getting chills down their spine as the road ahead seems to be full of unprecedented challenges. You need to realize that although people are at their homes, they are not quite feeling ‘at home.’ What about your customers?

Surveys 128

Surveys Customer Support Marketing Customer centricity 128

Nicereply

JULY 22, 2021

CSAT is the time-tested method of measuring customer service. . Customer Satisfaction (CSAT) is a metric used by customer service professionals to measure a customers’ feelings regarding a recent interaction. That’s a huge number of customers that could be walking out the door due to bad service. Why should I measure CSAT?

Benchmark 98

Benchmark Surveys Metrics Feedback 98

Nicereply

MAY 21, 2020

Let’s answer the former question first – “How successful is your feedback program?”. The result is the percentage of customers who answered – your response rate. By default, Zendesk automatically sends the survey email 24 hours after the ticket has been marked as solved, although this can be customized.

Surveys 87

Surveys Feedback Customer Support Customer Service 87