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. What are their goals?

Coaching 69

Coaching Contact Center Average Handle Time Best practices 69

Win the Customer

MARCH 8, 2017

This illustrates that emotional appeal can have a major impact on a brand’s success or failure at attracting customers and maintaining their loyalty. Here are some case studies in successful emotional branding that business leaders can emulate to acquire and maintain customers. Old Navy: The Power of Nostalgia.

Customer Experience 118

Customer Experience Coaching Marketing Sales 118

ShepHyken

MARCH 8, 2021

Each week I read a number of customer service and customer experience articles from various resources. Why marketing can no longer ignore customer experience by Jason VandeBoom. Digiday) Customer experience is rapidly becoming more designable, more accessible and more creative. They build brands.

Airlines 354

Airlines Customer Service Coaching Surveys 354

Spearline

NOVEMBER 30, 2021

According to a recent Qualtrics XM Institute study in the US, . trillion in consumer spending, due to poor customer experiences. While digital communication channels are everywhere in today’s customer service, most people still prefer to call brands when they need assistance. Businesses globally stand to lose $4.7

Customer Experience 105

Customer Experience Telecommunications Coaching Call Center 105

SharpenCX

JANUARY 23, 2020

Contact center managers struggle to coach for better performance. Download Now: How to build customer experience strategies using the data you already have in your contact center. Download Now: How to build customer experience strategies using the data you already have in your contact center. Get the guide.

Coaching 98

Coaching Contact Center Benchmark Management 98

Taylor Reach Group

DECEMBER 11, 2019

It is your agents that interact with your customers, they are the ones who deliver service and have the greatest impact on your Customer Experience. A better, more appropriate measurement, (FCR, for example) could be used to be sure incentives are focused on greater customer satisfaction. Motivation and Incentives.

Customer Experience 119

Customer Experience Coaching Contact Center Morale 119

SharpenCX

JUNE 2, 2021

How to improve your call center QA and deliver a better customer experience. Some 95% of consumers worldwide consider customer service a defining factor in their brand choices and loyalty. Your goal is to deliver a consistently positive customer experience at every touchpoint. Help the customer feel heard.

Coaching 67

Coaching Call Center Scripts Analytics 67

Babelforce

SEPTEMBER 15, 2021

Call center agents are an essential part of your customer experience and brand. But they can’t delight customers without your help. Case study: Booz Allen. It contains welcome videos from senior leaders and information about the company’s customers, service lines, and philosophy. Case study: LUX Resorts.

Call Center 102

Call Center Scripts Contact Center Airlines 102

ShepHyken

APRIL 19, 2021

Each week I read a number of customer service and customer experience articles from various resources. 10 Statistics (and Action Items) to Inspire Your Next Steps in Customer Service Training by Veronica Krieg. My comment: Customer service training doesn’t cost. Want to Make Retail Customers Happy?

Customer Service 382

Customer Service Customer centricity Coaching Marketing 382

CX Accelerator

JULY 1, 2019

When you have a child on the Autism spectrum , you gain an unusual view of Customer Experience. Inclusive Design Redesigning the customer experience will require implementing inclusive design strategies. Inclusive CX posits that every individual has the right to full and equal participation in the customer experience.

Customer Experience 140

Customer Experience Journey mapping Education Morale 140

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

Tethr

AUGUST 18, 2020

There is no such thing as placing too much emphasis on the customer experience. As brands battle for the largest share of customer minds and wallets, it’s clear that appeasing the customer’s entire journey is the best way to stay competitive in a world where a company’s reputation and reviews are but an internet search away.

Customer Experience 109

Customer Experience Customer centricity Customer effort Enterprise 109

COPC

APRIL 1, 2022

Customer experience management platforms Artificial Intelligence (AI) tools like Nexcom’s RevealCX Boost (1) offer customer experience departments innovative ways of efficiently collecting data. Historically, Quality Assurance (QA) has been a money pit for contact centers and customer experience organizations.

Customer Experience 95

Customer Experience Management Coaching Best practices 95

ClearAction

NOVEMBER 3, 2017

Is Operations Involved in Customer Experience? How would you like to reduce customer churn by 27%, increase Net Promoter Score TM by 65%, and outperform competitors by 20% in sales, purchasing, ordering, installation, billing, service inquiry, maintenance and account management processes? Lynn Hunsaker.

Customer Experience 119

Customer Experience B2B Advertising Coaching 119

Expivia

JULY 19, 2023

They not only shape customer experience but also play a key role in driving revenue. Quantifying effort was relatively straightforward – it’s about showing up consistently, being open to coaching, and demonstrating commitment to improving. Contact centers are the heart of any business.

Contact Center 52

Contact Center Schedule adherence Technical Support Analytics 52

GetFeedback

FEBRUARY 15, 2019

Companies frequently designate customer experience (CX) as the most exciting opportunity for their business, according to the Digital Marketing Trends Report. Successful customer experience strategies will lead to greater customer satisfaction, higher revenue, and diminished customer churn. Not exactly.

Customer Experience 128

Customer Experience Customer advocacy Feedback Coaching 128

CallSource Insights

NOVEMBER 5, 2019

WESTLAKE VILLAGE, CA: 5 Nov 2019 : CallSource, the leader in automotive call tracking and analytics, released their first annual Inbound Phone Experience Study analyzing OEMs to determine how each brand’s inbound phone calls impact customer experience. “Awareness is key. How Does Your Brand Rank?

Automotive 40

Automotive Customer Experience Coaching Marketing 40

The Northridge Group

APRIL 15, 2024

There are copious amounts of data and studies that show a common trend, as employee experience improves the customer experience improves as well. The study goes on to point out that “beyond providing the requisite training, contact centers will have to eliminate inefficiencies that inhibit successful performance.

Technology 122

Technology Brand ambassadors Contact Center Multichannel 122

TechSee

APRIL 10, 2019

In the highly competitive telecom industry, customer experience is a critical factor in building and maintaining a competitive advantage. A recent report by Forrester takes this concept one step further by proving that improving customer experience in telecoms delivers a boost to all KPIs. OK, so CX is important.

Customer Experience 154

Customer Experience Customer centricity Interactive Voice Response Wireless 154

Playvox

FEBRUARY 13, 2024

They are among your organization’s most valuable assets, and you depend on them to deliver loyalty-building customer experiences every day, with every interaction. Are you trying to boost customer sentiment ? Do you want to improve overall customer experience? Get clear and honest about your real goals.

Contact Center 88

Contact Center Gamification Coaching Feedback 88

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

BlueOcean

FEBRUARY 25, 2019

Instead, creating a consistent, differentiated experience is everything. And what we’ve discovered over the years is that empowering your agents to deliver these kick-ass customer experiences is the best way to delight your members and subscribers time and time again. So, what does it take? Engaging Your Frontline Agents.

Customer Experience 116

Customer Experience Coaching Feedback Customer Care 116

ShepHyken

JULY 12, 2021

Each week I read many customer service and customer experience articles from various resources. The Top Customer Service Trends: Digital Channels Overtake Service Options by Phillip Britt. 3 Projects to Help You Deliver Good Customer Service Daily (+ Resources) by Laura Krajewski. Do you seek an experience?

Customer Service 321

Customer Service Entertainment Coaching Self service 321

SharpenCX

JUNE 29, 2018

The single most important thing you can do as a contact center manager is coach your team. Studies show frequent, specific feedback increases employee satisfaction, engagement, and performance. But, according to a study out of Interact, 37 percent of managers say they’re uncomfortable giving feedback, and a [.].

Best practices 52

Best practices Coaching Contact Center Contact center software 52

SharpenCX

FEBRUARY 24, 2023

A study by Walker found that 80% of consumers expected personalized customer service from businesses across all sectors – and they’re willing to pay more for it, too. In today’s digital age, you can no longer afford NOT to provide personalized experiences for your customers. faster than their competitors.

Banking 76

Banking Personalization Customer Experience Chatbots 76

aircall

JANUARY 3, 2018

If you’re managing a customer support team, then you’re as much a coach as you are a supervisor. Good coaches make their players better, but great coaches go the extra mile and continue making themselves better as well. Each customer could be a potential product evangelist or a vocal detractor.

Coaching 86

Coaching Morale Analytics Benchmark 86

Integrity Solutions

SEPTEMBER 2, 2022

In other words, great managers are great coaches. Leaders consistently tout the critical role of a “culture of coaching” and the need to maintain one. In our study of sales coaching practices, for example, 76% of respondents said coaching is important to sales success. At least, it shouldn’t be.

Management 116

Management Coaching Employee engagement Surveys 116

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

AskNicely

NOVEMBER 20, 2018

With humble beginnings in the fitness industry, they have grown dramatically to offer billing, customer call center management, and collections in all kinds of industries. That’s 22 million opportunities to get the customer experience right — or wrong. They have also seen a notable reduction in customer AND employee churn.

Chief Customer Officer 60

Chief Customer Officer Feedback Coaching Call Center 60

Quality Contact Solutions

JUNE 24, 2021

Given this, call centers are also in a desirable position to help impact their customers’ experience. Here are five areas call center services providers and those companies who use call centers need to evaluate to elevate the customer experience. A single customer service misstep can cause customers to leave.

Call Center 89

Call Center Customer Experience Telemarketing Best practices 89

Steve DiGioia

JUNE 26, 2023

We have studied ways to best serve our customers ad nauseam. We use numerous metrics to gauge customer sentiments. We sit through seminar after seminar to learn the latest tactics to enhance the customer experience and spend thousands of dollars on certification courses signaling to our peers our “expertise”.

Customer centricity 195

Customer centricity Coaching Metrics Accountability 195

3CLogic

JANUARY 31, 2022

A recent survey shows 32% of customers expect organizations to be both more empathetic and more responsive going forward. Personalization has also become a critical part of the customer experience, with research showing 80% of customers are more likely to do business with a company that offers personalized experiences.

Contact Center 59

Contact Center Customer Experience contact center solutions CRM 59

Playvox

FEBRUARY 18, 2019

“Excellence happens when you try, each day, to both do and be a little better than you were yesterday.” — Pat Riley (former NBA coach). You’ll use call recording, live chat, customer feedback, surveys and more to gain a deep insight into agents’ capabilities. Managers may want to get involved in coaching too.

Coaching 40

Coaching Customer Service Call Center Surveys 40

Kayako

SEPTEMBER 20, 2018

In the current climate, customer experience is one of the main battlegrounds for sales organisations, often out-ranking factors like product and price. It is, therefore, no real surprise that many sales companies are increasing investment in customer experience training and coaching efforts.

Best practices 81

Best practices B2B Sales Customer Experience 81

Netomi

JANUARY 5, 2022

This is especially true in the customer service industry. Customer Experience (CX) has catapulted into one of the most important aspects of determining business success. At Netomi, we deeply care about improving the customer experience. Can I Work a Customer Service Job from Home? Adrian Swinscoe.

Customer Experience 98

Customer Experience Customer Service Consulting Consulting 98

Customer Guru

DECEMBER 13, 2017

The Customer Experience Buzz. Customer experience is becoming more important with every passing year. I, however, believe that customer experience is becoming a part of the boardroom discussion in companies. The problems with the current state of customer experience. Source: Google Trends.

Customer Experience 119

Customer Experience Chief Customer Officer Customer centricity Coaching 119

Playvox

FEBRUARY 13, 2023

But quality management is a vital area of your business — it’s what ensures your customers get top-notch service. A 2021 Qualtrics study spanning 17 industries found that, on average, organizations risk losing 9.5% of their revenue due to bad experiences.

Contact Center 78

Contact Center Quality management Calibration Coaching 78