CCNG

NOVEMBER 16, 2022

When most business leaders hear the term “improve customer experience,” many immediately think of investment … new systems, more customer service agents, etc. With the right approach, improved customer experience can also dramatically reduce operating costs.

Customer Experience 195

Customer Experience CCNG Customer centricity Big data 195

Beyond Philosophy

JANUARY 25, 2024

Since my request, we were lucky enough to have a new one from Justin Stafford ( justin@customersmarts.co ), founder of Customer Smarts , based in Sydney, Australia, and podcast host of “Customer Smart.” Justin shared how sports can teach us a lot about how to improve your Customer Experience. It can be a home run.

Customer Experience 195

Customer Experience Customer centricity Finance Sales 195

ShepHyken

SEPTEMBER 16, 2020

I recently wrote an article in Forbes about how to get customers to pay more. The focus, of course, was on customer service and experience. Research has irrefutably proven that customers will pay more for a better experience. He wasn’t talking about upgrading a coach seat on a plane to a first-class seat.

Customer Service 419

Customer Service Coaching Technology Customer Care 419

The Northridge Group

OCTOBER 1, 2020

Developing service excellence at the contact center management level is a critical enabler for a company’s long-term success. Providing exemplary customer service is essential for all businesses that strive for differentiation and growth. What outcomes will a strong coaching and training program deliver?

Coaching 128

Coaching Contact Center Best practices Management 128

Fonolo

APRIL 15, 2020

It takes constant support and coaching to make sure that your customer service reps are staying on top of their duties while providing the best possible experience for the customers. Coaching builds confidence and as a manager, it’s your job to do that. Create 1-on-1 Time. Always follow up. Training Tools.

Coaching 91

Coaching Customer Service Scripts Morale 91

The Northridge Group

AUGUST 6, 2020

Are your customer service agents offering empathy during the Global Health Crisis? This can make all the difference when trying to connect with a customer, especially during a global health crisis or any other difficult situation. The post Empathy and the Customer Experience appeared first on The Northridge Group.

Customer Experience 152

Customer Experience Coaching Government Call Center 152

Callminer

MAY 11, 2020

Ultimately, disgruntled employees can even have a negative impact on the customer experience , as unhappy employees are less likely to go the extra mile to ensure that your customers are satisfied. Meet Our Panel of Customer Service & Customer Experience Managers: Anh Trinh. Take responsibility.

Management 273

Management Customer Experience Customer Service Coaching 273

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

TechSee

AUGUST 14, 2023

TechSee’s Annual Influencer List For a second year, everyone at TechSee is proud and excited to share our annual list of influential leaders in the space of digital customer service. As the Head of Customer Support and Engagement at HotDoc, she is responsible for leading the customer support and engagement strategy.

Customer Service 207

Customer Service Customer centricity Contact Center Consulting 207

Customer Service Life

OCTOBER 13, 2020

I recently wrote an article about a new quality process where I coached my team without showing them a score. So far it’s going great and the team has been receptive to the coaching. I was about 12 years into a career in customer service, still trying to figure out what my career would be.

Accountability 182

Accountability Customer Service Coaching Contact Center 182

SharpenCX

MAY 11, 2021

Every profession needs good coaching. Without great coaching, you don’t have a team. As a manager, it’s up to you to coach your individual agents into a team that helps customers. Each of your agents needs 1:1 coaching and each needs different care. The first step to coaching is to define your team’s goal.

Coaching 67

Coaching Call Center Customer Experience Feedback 67

CCNG

NOVEMBER 9, 2022

For example, engagement among customer service agents is demanding due to the one-to-one nature of customer care, the continuous flow of customer interactions and the lack of physical mobility due to reliance on screen-based support systems.

Gamification 195

Gamification Customer Experience CCNG Employee engagement 195

TechSee

JUNE 16, 2022

This list is an homage to the business leaders and influencers pushing the envelope when it comes to innovation in customer experience. Eric Esguerra, Vice President, Customer Service & Operations at Miele Canada Ltd. Eric Esguerra, Vice President, Customer Service & Operations at Miele Canada Ltd.

Customer Service 251

Customer Service Chief Customer Officer Contact Center Consulting 251

ShepHyken

MAY 23, 2022

Each week I read many customer service and customer experience articles from various resources. Customer Experience Leaders Can Learn from Baseball by Lynn Hunsaker. 3 Common Customer Complaints and How to Address Them by DP Taylor. 3 Common Customer Complaints and How to Address Them by DP Taylor.

Customer Service 162

Customer Service Coaching Customer Support Customer Experience 162

Hello Customer

DECEMBER 7, 2020

Customer service teams carry great responsibility. They are at the frontline of customer issues and complaints. Customers can be more anxious when they call, and your agents are faced with even more and more challenging questions. So, how do you pull your customer service team through?

Coaching 75

Coaching Feedback Customer Service First call resolution 75

CSM Magazine

OCTOBER 18, 2023

Zenarate expands its AI Coach language capabilities to 79, the most in the industry, and adds new agent feedback reporting for AI simulation training. The company’s AI Coach platform now supports 79 languages, the most options in the industry.

Coaching 59

Coaching Feedback Telecommunications First call resolution 59

ShepHyken

DECEMBER 5, 2022

Each week, I read many customer service and customer experience articles from various resources. Understanding what gives your customers “gratification” will help you meet and exceed their expectations. Your Customer Experience Model Has a Problem—Your Employee Experience is the Solution by Janelle Dieken.

Customer Service 176

Customer Service Gamification Customer Support Customer centricity 176

ShepHyken

OCTOBER 17, 2023

That may be the case for the cat, but it’s not so in the world of customer service. A good customer service rep, salesperson, or anyone interacting with a customer should be curious. The idea of curiosity in customer service is simple. Ask more questions. Connect with Shep on LinkedIn.

Coaching 360

Coaching Customer Service Customer Experience 360

Aspect

AUGUST 28, 2017

Famed football coach Vince Lombardi once said, “Perfection is not attainable, but if we chase perfection we can catch excellence.” But having the time to impart your knowledge and experience onto your agents is another story entirely. As such, coaching is m. 78 percent say engaged agents are the most satisfied in their work.

Coaching 191

Coaching Chatbots Contact Center Self service 191

The Northridge Group

NOVEMBER 30, 2021

Empathy is a desirable trait for customer service associates; however, compassion takes empathy to the next level. Empathy fatigue is unsettling in the world of customer service, especially in high-stress industries such as healthcare, travel and finance. Are they empowered in appropriate ways to help the customer?

Customer Experience 141

Customer Experience Airlines Coaching Finance 141

COPC

APRIL 1, 2024

The challenge of keeping pace with changing customer expectations looms large. Technological advancements, notably artificial intelligence (AI), fuel customer experience transformation. Companies worldwide are grappling with leveraging technology to enhance the overall customer experience (CX).

Customer Experience 89

Customer Experience Gamification Benchmark Chatbots 89

Fonolo

MARCH 28, 2023

Customer experience managers in the contact center have never mattered more. Because even though most businesses work hard to offer excellent service , today’s savvy customers notice so much more. They also share and compare their experiences with your business against the biggest brands in the world.

Customer Experience 81

Customer Experience Management Contact Center Call Center 81

ShepHyken

APRIL 27, 2020

Each week I read a number of customer service and customer experience articles from various resources. “Giving back” is part of the customer experience. ” 15 Customer Service Strategies To Help You Deliver A 5-Star Experience by Forbes Coaches Council.

Customer Service 208

Customer Service Government Coaching Customer Experience 208

CSM Magazine

FEBRUARY 1, 2022

Calabrio, the customer experience intelligence company, today announced its new coaching solution for agent performance management, Calabrio Performance Coaching. Identifying individual or team skill gaps allows leaders to better offer coaching and support to agents that need it.

Coaching 52

Coaching Gamification Customer Service Quality management 52

ShepHyken

DECEMBER 27, 2021

Each week I read many customer service and customer experience articles from various resources. But, what happens when the customers leave? This article makes the case that winning your customers back is also less expensive. 4 Ways AI Can Improve the Customer Service Agent Experience by Puneet Mehta.

Customer Service 183

Customer Service Coaching Marketing Call Center 183

Advantage Communications

NOVEMBER 10, 2020

Developing high-quality customer service and world-class customer experiences is key to retaining customers and creating a highly loyal customer base, yet the vast majority of organizations are struggling to do this successfully.

Coaching 98

Coaching Customer Experience Customer Service Contact Center 98

Brad Cleveland Blog

JULY 27, 2023

Athletes often describe their best coaches as mentors and supporters that pushed them to be their best. Unfortunately, that’s not always the case with customer service coaching. Many employees face coaching with nervousness and sometimes even dread.

Coaching 49

Coaching Customer Service Quality management Contact Center 49

Playvox

JUNE 10, 2022

Coaching your contact center agents on their performance can either fill everyone with dread or be a productive activity that you and your agents look forward to. Either way, it needs to be done, and arming yourself with a full set of coaching tips for contact center agents will ensure the sessions are productive.

Coaching 69

Coaching Contact Center Average Handle Time Best practices 69

ShepHyken

DECEMBER 24, 2018

Each week I read a number of customer service and customer experience articles from various resources. How to Provide Proactive Customer Service by Leveraging Customer Data by Michael. This means that there are plenty of opportunities for companies looking to step up their service.

Customer Service 225

Customer Service Morale Coaching Customer Experience 225

CSM Magazine

MAY 8, 2024

While fear and uncertainty over its effect on jobs and the future of societies persist, a growing number of organizations are intrigued by the idea that AI could allow them to offer consistent, always-on customer service more cost effectively. How would your customers describe what it’s like to do business with you?

Customer Service 52

Customer Service Contact Center outsourcing Coaching 52

CSM Magazine

APRIL 20, 2023

Startek integrated Zenarate into its Startek Agent AI to enhance employee experience and deliver a superior customer experience. Startek has integrated Zenarate as part of Startek AI Coach into its Startek Agent AI platform to help develop confident top-performing new hires and tenured agents.

Coaching 59

Coaching Telecommunications Best practices Healthcare 59

SharpenCX

AUGUST 4, 2021

When businesses focus on improving their customer experience and service strategy, they can see up to an 80% increase in revenue. . As a customer service manager, you know how critical it is to deliver the best customer experience. Project #1: Consistently Coach and Train your Agents.

Customer Service 128

Customer Service Coaching Contact Center Interactive Voice Response 128

CSM Magazine

NOVEMBER 2, 2023

Miami and Palo Alto, Foundever a global leader in the customer experience (CX) industry, has announced a new strategic partnership with Zenarate, the leading AI Simulation Training solution for customer-facing agents. To learn more about Zenarate’s AI Coach and its potential applications, visit www.zenarate.com.

Customer Experience 52

Customer Experience Coaching Telecommunications First call resolution 52

SharpenCX

JUNE 2, 2021

Naturally, I called customer service to track it down. Another time, I spent a good hour of my work day going back and forth with my medical insurance customer service and the billing office of a hospital. We all have bad customer service stories to share. Easier said than done, right?

Coaching 67

Coaching Call Center Scripts Analytics 67

Babelforce

NOVEMBER 3, 2021

Call center coaching is a quality management tool that offers agents feedback, examples, and performance assessments in order to improve their performance and wellbeing. When agents understand good practices to follow, they can heighten their skills and deliver top customer service. 4 Tips for successful call center coaching.

Coaching 52

Coaching Call Center Feedback Quality management 52

ShepHyken

AUGUST 31, 2021

The Experience Maker. Creating Consistent Exceptional Customer Experiences. Shep Hyken interviews Dan Gingiss, an international keynote speaker, coach, and author of The Experience Maker. They discuss how to create experiences that customers want to talk about. Shep Hyken ?is New York Times ?bestselling

Coaching 358

Coaching Marketing Customer Care Customer Experience 358

ShepHyken

DECEMBER 14, 2018

The majority of CX practitioners in our research believe their organizations take a sensible approach towards training, ensuring that all employees receive regular information security coaching. Also, we could see new customer experience -centric security controls place a bigger strain on budgets.

Customer Experience 261

Customer Experience Government Coaching Customer retention 261