Customer Guru

AUGUST 21, 2018

Continuing with our list (in alphabetical order) of customer experience (CX) influencers (experts, consultants, and authors), we are sharing a few names of leaders leaders that every CX enthusiast must follow and take inspiration from. John is an “Ex-Disney Guy” and Customer Experience Coach.

Customer Experience 115

Customer Experience Journey mapping Consulting Consulting 115

Playvox

JANUARY 24, 2022

Delivering exceptional customer experiences is the new competitive advantage. While it’s hard to argue against the importance of delivering great CX, it’s also all too easy to assume that the experiences your contact center delivers are up to par simply because you are handling interactions efficiently.

Contact Center 88

Contact Center Customer Experience Brand ambassadors Average Handle Time 88

Contact Center Pipeline

FEBRUARY 4, 2021

Customers typically leave due to price, product or service issues. However, your team has an outsized impact on customer experience. While retail locations, distributors and marketers all have customer touchpoints, the contact center is where some of the […].

Customer Experience 189

Customer Experience Contact Center Marketing Self service 189

Comm100

SEPTEMBER 27, 2018

Customer service agents should be adequately and continuously coached to learn the skills they need to provide quality customer service. Just like coaching in any other field, the coach needs to take the time to observe those being coached and to build them up where they need help. According to Cynthia J.

Coaching 64

Coaching Feedback Customer Service Customer retention 64

Peter Lavers

FEBRUARY 27, 2018

Amongst all the hype of customer experience, AI, chatbots and real-time personalisation, don’t forget that staff still need excellent customer service training – no matter how successful your company is right now! When customer support representatives start at a company, they usually get a bit of training upfront.

Customer Service 249

Customer Service Coaching Chatbots Customer Support 249

SharpenCX

MAY 26, 2020

Organizations must wake up to the truth of the matter — remarkable customer service is a competitive advantage. Now, 89% of businesses compete on the customer experience they deliver — not just through the initial sale. Your customer service experience also plays a key role in customer retention strategies, too.

Contact Center 128

Contact Center Customer Service Coaching Customer Experience 128

ChurnZero

NOVEMBER 9, 2021

That means that higher customer retention means higher profits for your business. But what makes a customer leave, and what makes a customer want to stay? One great place to start when it comes to reducing churn is focusing on creating a consistent customer experience. It’s vital to customer retention.

SaaS 52

SaaS Customer Experience Surveys Customer retention 52

Verint

DECEMBER 28, 2017

One Millimeter Mindset customer retention moves you and your organization one millimeter outside your current comfort level. One of the biggest differences has to do with how we acquire and then retain customers. More importantly, One Millimeter Mindset customer retention is about today and tomorrow, not yesterday.

Customer retention 36

Customer retention Engineering Coaching Sales 36

TechSee

JUNE 16, 2022

By leveraging new technologies such as computer vision , virtual visits and self-service AI-driven solutions, companies have a huge opportunity to turn customers into brand advocates. This list is an homage to the business leaders and influencers pushing the envelope when it comes to innovation in customer experience.

Customer Service 251

Customer Service Chief Customer Officer Contact Center Consulting 251

Playvox

FEBRUARY 13, 2023

Beyond evaluation scores, it also focuses on coaching and includes processes to maintain the integrity of the feedback, like calibration. With sky-high customer expectations and the increasing use of digital channels, keeping service quality high is no easy task. But what’s the real value of a loyal customer? of revenue.

Contact Center 78

Contact Center Quality management Calibration Coaching 78

Beyond Philosophy

NOVEMBER 11, 2014

Here are some great examples from different environments of working with natural tendencies to achieve a desired outcome: An American football coach named Tony Dungy propelled one of the worst teams in the NFL to the Super Bowl by focusing on how his players habitually reacted to on-field cues.

Marketing 418

Marketing Customer emotions Employee engagement Customer centricity 418

NobelBiz

APRIL 30, 2024

In this day and age, the role of AI in enhancing customer service is crucial. AI technologies not only streamline operations but also elevate the customer experience by offering quicker, more accurate responses and personalized service, setting new standards in customer satisfaction. Connecting Call Centers to Success.

Call Center 105

Call Center Chatbots Virtual Agent Contact Center 105

NobelBiz

APRIL 30, 2024

In this day and age, the role of AI in enhancing customer service is crucial. AI technologies not only streamline operations but also elevate the customer experience by offering quicker, more accurate responses and personalized service, setting new standards in customer satisfaction. Connecting Call Centers to Success.

Call Center 104

Call Center Chatbots Virtual Agent Contact Center 104

Integrity Solutions

MARCH 4, 2019

The truth is, now more than ever, everyone plays a part in delivering a superior customer experience. Who’s responsible for creating an exceptional customer experience in your organization? Customer Service? The truth is, now more than ever, everyone plays a part in delivering a superior customer experience.

Customer Experience 63

Customer Experience Customer centricity Coaching Chatbots 63

Tenfold - Contact Center Blog

AUGUST 10, 2018

Without leaders to evangelize and ensure customer centricity, efforts to improve customer experience and do without the company-centric practices of old would be at best mediocre. . Companies with well-executed CX strategies, well-loved by their loyal customers, are those with dedicated CX leaders.

Customer Experience 62

Customer Experience Customer centricity Employee engagement Coaching 62

JustCall

AUGUST 8, 2023

In the rapidly evolving realm of e-commerce, businesses are continually searching for innovative ways to provide exceptional customer experiences. These AI-powered shopping bots act as trusted companions, offering tailored product recommendations and addressing customer queries. billion by 2024.

Chatbots 52

Chatbots Customer retention Coaching Feedback 52

PeopleMetrics

DECEMBER 7, 2015

What work will you need to do to coach your people and change your touchpoints to reflect each step along the way? If you take a customer-centric approach, you’ll support customer retention throughout the progression. Do not forget the prospect experience. Want to get improve your prospect experience?

Best practices 67

Best practices Customer Experience Customer centricity Customer retention 67

NobelBiz

JUNE 19, 2023

From monitoring agent performance and customer interactions to identifying emerging trends and addressing issues proactively, real-time monitoring is a game-changer. In this blog article, we’ll explore the transformative impact of real-time monitoring in call centers and how it can take customer experiences to new heights.

Call Center 52

Call Center Coaching Contact Center Metrics 52

Playvox

MARCH 12, 2024

Motivated agents are more likely to be committed to their work, leading to improved productivity, higher quality interactions with customers, and ultimately greater satisfaction for both employees and customers. This, in turn, leads to higher customer retention and increased profitability for the business.

Morale 78

Morale Gamification Contact Center Quality management 78

CSM Magazine

OCTOBER 27, 2023

These skills gained through comprehensive call center coaching equip them to better understand client needs and articulate solutions. Representatives who are skilled across multiple areas can adapt to changing customer expectations and devise creative solutions, thereby reducing frustration and enhancing the customer experience.

Customer Service 64

Customer Service Customer centricity Coaching Customer retention 64

NobelBiz

APRIL 3, 2023

As businesses strive to provide exceptional customer experiences, call centers have become an increasingly important part of the customer service strategy. Contact centers are responsible for handling customer inquiries and complaints while providing solutions.

Quality management 52

Quality management Call Center Management Calibration 52

SharpenCX

DECEMBER 4, 2019

Your agents have such a massive impact on CX, they’re now given a name that reflects what they do… make (or break) customer happiness. Companies are welcoming the idea that agents put customer experience on their shoulders. One where employee happiness becomes core to the strategy of customer happiness. rise in CSAT.

Contact Center 67

Contact Center Customer Experience Wait times Contact center software 67

Kristina Evey

JANUARY 13, 2015

What does this have to do with your business and the customer experience? If you want to be successful in business and in your quest to make more profits and increase your customer retention, you must take action to make that happen. So, remember make improving the customer experience a HABIT in your organization.

Customer Experience 87

Customer Experience Customer Service Morale Coaching 87

SharpenCX

AUGUST 31, 2021

A customized dashboard offers many benefits : Focused insights to improve training and coaching methods Compiled data to improve decision making Transparency to increase agent productivity Clarity around team goals and benchmarks. Customer Churn Metrics. Customer retention is critical for business growth.

Call Center 128

Call Center Metrics Benchmark Contact Center 128

Callminer

FEBRUARY 4, 2021

More effectively identifying and managing customer vulnerability isn’t just a benefit for consumers, companies that can successfully support vulnerable customers deliver better customer service and improve customer retention and loyalty. To address the growing vulnerability in call center customer bases…”.

Call Center 345

Call Center Contact Center Finance Consulting 345

BlueOcean

OCTOBER 4, 2023

The impact of bilingual support on the customer experience cannot be understated. The Impact of Bilingual Support on the Customer Experience When a bilingual solution is offered to the customer, companies quickly find that quality scores increase accordingly. But what’s the best approach? And what about offshore?

Customer Support 124

Customer Support Bilingual agents outsourcing Contact Center 124

Amity

JULY 30, 2018

It’s no secret that successful adoption plays a huge role in customer retention rates. As a CSM, improving product adoption should be a top priority for you in order to ensure your customers’ long-term success. Let's get started! New users usually sign up with the goal of accomplishing something specific.

Brand ambassadors 174

Brand ambassadors Coaching Education Customer retention 174

TechSee

APRIL 16, 2019

After all, happy agents mean happy customers. Improving customer experience (CX) creates better agents. A call center culture of excellence based on more personalized, collaborative, enjoyable and successful resolutions creates emotional bonds with customers that enhance brand loyalty from day one of the journey.

Call Center 126

Call Center Contact Center Agent Empowerment Coaching 126

Playvox

JULY 31, 2023

Much of a team leader’s time is taken away from their key role of providing coaching and development to their people when they have to get involved in manual, immediate, repetitive, and cumbersome tasks like leave approval and shift swaps. All that time adds up quickly. Agents cannot perform with inadequate shift coverage.

Self service 85

Self service Management Coaching Contact Center 85

SharpenCX

FEBRUARY 11, 2020

And, the cost of losing loyal customers is not worth it. Customers switching companies due to poor service cost U.S. Customer retention through delivering an excellent customer experience is more important than ever. So, what do customers expect? Use these times to build customer engagement.

Call Center 67

Call Center Coaching Contact Center Agent burnout 67

Calltools

DECEMBER 14, 2022

Not only does using IVR help you improve FCR rates, but it also helps enhance the customer experience. Provide Call Coaching for Newer Agents. To help support newer agents, consider offering call coaching to teach agents how to handle customer requests better.

First call resolution 52

First call resolution Interactive Voice Response Coaching Call Center 52

JustCall

JANUARY 5, 2023

Businesses can use speech analytics for agent training and coaching, identifying any suspicious incidents in legal compliance domain, making your analysis richer, process enhancements, examining the competition and for sales training and development. CallMiner Eureka. Conclusion.

Analytics 52

Analytics Coaching Call Center APIs 52

Integrity Solutions

JULY 28, 2022

The Contact Center Experience: Heightened Customer Expectations. Research shows that the top four contact center KPIs/metrics, in order of importance, are: customer satisfaction, customer experience, quality assurance and revenue growth. How to Humanize the Contact Center Experience.

Contact Center 52

Contact Center Coaching Metrics Self service 52

Voiptime

OCTOBER 14, 2022

Who is responsible for providing an outstanding customer experience and solving clients’ problems? Who realizes excellent customer service? Who are the irreplaceable workers in the customer support department? The answer is clear - it’s the customer service representatives.

Customer Support 40

Customer Support Coaching Customer retention Sales 40

Hello Customer

DECEMBER 18, 2020

Still, if you want to improve sales, you need to understand why customers churn in the first place. You might have an awesome sales team, but if you’re not offering the right customer experience, the battle for new customers is lost before you’ve even started. However, a good customer experience makes customers 3.5

Sales 98

Sales Coaching Feedback Benchmark 98

Global Response

FEBRUARY 9, 2023

Customer obsessed companies keep the customer’s satisfaction as their number one priority and focus obsessively on adding value to the customer experience. It’s a strategy where absolutely everything comes back to your customer and their needs. They simply needed to re-orient the wheel around their customers.

Customer centricity 62

Customer centricity Feedback Customer retention Customer Experience 62

Customer Relationship Metrics

JULY 26, 2017

This results in higher profits, lower costs, higher customer retention and referrals. Customer Disruption. A successful brand is now determined by the customers’ experience and relationship. The iQA model (Get the iQA tools ) is for organizations that go beyond ‘talking’ about the customer experience.

Contact Center 211

Contact Center Calibration Construction Customer centricity 211