CX Global Media

AUGUST 9, 2018

Here is an edited transcript of my interview with Anand: Jim Rembach : Hey, this is Jim with the Fast Leader Show and Call Center Coach and I’m here with Anand Janefalkar with UJET. And I was actually very frustrated how today’s support is really risk prone and error prone when it comes to pronunciations of names. Please share.

Customer Support 149

Customer Support Contact Center Coaching APIs 149

TeamSupport

JANUARY 12, 2021

ServiceXRG and TeamSupport have joined forces to create a comprehensive study of the Support industry that is now available for download. The shift to subscription fundamentally changes the financial relationship with customers from pay-upfront to own products, to a pay-as-you-go to use products. Key Imperatives for Support.

B2B 86

B2B Customer Support Technical Support Coaching 86

TeamSupport

SEPTEMBER 16, 2020

In Part 1 and Part 2 of this blog series based on the whitepaper co-produced by ServiceXRG and TeamSupport, we introduced the concept of how to position the investment in customer support as a strategic value aligned to current business practices and target outcomes, and about the evolving role of B2B customer support.

B2B 89

B2B Customer Support Strategic Value Customer retention 89

ShepHyken

AUGUST 19, 2016

This week on our Friends on Friday guest blog post my colleague, Jack Plantin, writes about the importance of customer support and options we can offer for around the clock support. 24/7 customer support is great to have, but it can expensive and time-consuming for small companies. Shep Hyken. FAQ Databases.

Customer Support 223

Customer Support Banking outsourcing Coaching 223

ShepHyken

JANUARY 27, 2021

This is the ability to move on and put anything negative that happened in the most recent interaction with a customer behind you – especially if it was negative or contentious. I was watching the TV series Ted Lasso , which is about a professional soccer team that gets a new coach who has never played soccer before. This isn’t easy.

Coaching 346

Coaching Customer Support Customer Service Marketing 346

TeamSupport

SEPTEMBER 14, 2020

In Part 1 of this blog series, we introduced the concept of how to position the investment in customer support as a strategic value aligned to current business practices and target outcomes—based on the whitepaper co-produced by ServiceXRG and TeamSupport. Now in Part 2, we’ll talk about the evolving role of B2B customer support.

B2B 81

B2B Customer Support SaaS Strategic Value 81

Help Scout

AUGUST 31, 2021

Customer support representative is one of the most common jobs on the market for individuals looking to work in technology, so the job description you write for your open role needs to be exceptional in order to attract applications from exceptional candidates. Our customers are at the heart of what drives us as a company.

Customer Support 95

Customer Support Coaching Marketing Customer Service 95

JustCall

APRIL 20, 2022

Effective use of conversation intelligence can be a game-changer for the training and coaching of customer support reps. It’s trusted and powers Sales & Support for 6,000+ businesses worldwide. For a long time, training customer support reps have been more about opinions, intuitions, and selective anecdotes.

Best practices 52

Best practices Customer Support voip Coaching 52

TeamSupport

OCTOBER 14, 2020

In Part 1 of this blog series, we introduces why it’s more important than ever to revisit how to keep customer support teams engaged with each other and what tools will help enable collaboration and keep agents motivated and excited about providing excellent support to their customers. We couldn’t agree more!

Customer Support 98

Customer Support Call Center Coaching Consulting 98

Nicereply

FEBRUARY 22, 2023

Robust career pathing in customer support is critical. In our conversation, Erin Willis , Program Manager of Vendor Management at ClassPass , shares their support story. Let’s explore how others can use their experience to shape programs that professionally develop support agents.

Customer Support 52

Customer Support Technical Support SaaS Coaching 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. We have answers.

Customer Support 40

Customer Support Coaching Customer retention Sales 40

JustCall

MARCH 10, 2023

What is a Customer Support Workflow? Customer support workflow is essentially a sequence of steps or processes that a company follows to effectively and efficiently resolve customer inquiries, complaints, or issues. Offer personalized support to help customers overcome any challenges they may encounter.

Customer Support 40

Customer Support Feedback Upselling Accountability 40

TeamSupport

SEPTEMBER 8, 2020

Businesses buy your products or services to help their operations run efficiently and to meet their customers’ expectations. In other words, effective B2B support forms the foundation for long-term successful customer engagements. The Value of Customer Support. Learn more at servicexrg.com.

B2B 64

B2B Customer Support Strategic Value Coaching 64

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. Provide in-product access to support resources including self-help materials and assisted expertise.

B2B 64

B2B Customer Support Technical Support Coaching 64

Kayako

AUGUST 27, 2015

It’s unfortunate to see just how much customer support learning depends on one-off inductions. It’s coaching that sticks while things are still fresh in your mind. Joshua Dunbar , Lead Customer Support Engineer at WiTopia, says that whenever he has given feedback, it’s best to be both timely and specific. .

Customer Support 94

Customer Support Coaching Feedback Engineering 94

TeamSupport

NOVEMBER 11, 2020

It offers a portfolio of in-depth research and expert coaching services to help companies pursue Service Excellence and embrace Customer Success. Founded in 2004, the organization works with the world’s leading technology companies to transform and optimize service outcomes. Learn more at servicexrg.com.

Customer Support 98

Customer Support Coaching Engineering Education 98

ShepHyken

OCTOBER 4, 2022

In customer service, different teams, such as the customer support team, the social media department, and the sales team, have their individual roles. Still, the goal must be unified to win the customer over with an amazing experience. What is the link between soccer and customer service?

Brand ambassadors 162

Brand ambassadors B2C Coaching B2B 162

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

TeamSupport

OCTOBER 12, 2020

That’s what Mike Caracalas , leadership coach, executive consultant, and author of Ten Strategies to Get Better Results with People advised when we sat down with him last Spring. 3 Reg Dutton, How to Motivate Remote Customer Support Teams. “Right now, you as leaders have only one option: lead your way out of this challenge.”

Customer Support 59

Customer Support Consulting Consulting Coaching 59

Playvox

FEBRUARY 13, 2024

Re-examine Your KPIs For better results, choose KPIs that align with your customer support center’s goals. Are you trying to boost customer sentiment ? Do you want to improve overall customer experience? Offer Training Opportunities Through Coaching There’s more than one way to effectively train agents.

Contact Center 88

Contact Center Gamification Coaching Feedback 88

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 81

Coaching Morale Analytics Benchmark 81

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

TeamSupport

NOVEMBER 10, 2020

Remember, the goal is to develop service programs that lead the customer on a journey to successfully achieving their desired outcomes. The quicker all users in your B2B customers’ support organization adopt your product and use it to its full benefit, the more likely they will become your champions rather than just contacts.].

Customer Support 59

Customer Support B2B Coaching Education 59

TeamSupport

AUGUST 24, 2020

Determine if the trends indicate a development issue—such as multiple tickets regarding the same technical problem—or a customer agent training issue that can be helped with some one-on-one coaching.

B2B 97

B2B Customer Support Coaching Metrics 97

Noble Systems

SEPTEMBER 20, 2019

How well are your customers being served by your customer support contact center? Are your agents delivering the best possible experience when customers engage with your business? Knowing how well your customer support team is performing is essential for continuous improvement. Customer Satisfaction (CSAT).

Gamification 51

Gamification Customer Support Abandon rate Average Handle Time 51

ChurnZero

JUNE 25, 2021

So, customers reach out to you when they have a problem and need your help, and you walk them through the solution?”. But that’s more of a Customer Support function. Customer Success professionals use their subject matter expertise to serve and consult their customers.”. Customer Success vs. Customer Support.

Accountability 52

Accountability Customer Support Management Consulting 52

JustCall

APRIL 28, 2022

There’s a lot more to customer interactions than just words. And that’s what many sales and customer support teams are doing now. In addition to robust voice analytics, get core features like AI scoring, real-time transcript, moment analysis, coaching insights, and live agent assist.

Analytics 52

Analytics Sales Customer Support Benchmark 52

JustCall

APRIL 28, 2022

There’s a lot more to customer interactions than just words. And that’s what many sales and customer support teams are doing now. In addition to robust voice analytics, get core features like AI scoring, real-time transcript, moment analysis, coaching insights, and live agent assist.

Analytics 52

Analytics Sales Customer Support Benchmark 52

SharpenCX

JANUARY 13, 2021

Customers expect to reach their favorite brands on social platforms. And, it’s become the preferred customer support channel for people under age 25. As younger generations gain consumer power, companies will want to prioritize social media customer support to meet the needs of their customer base. .

Customer Support 67

Customer Support Coaching Accountability Contact Center 67

ShepHyken

DECEMBER 5, 2022

Cleaning a Toilet vs. Calling Customer Support: 3 Factors Impacting the Customer Experience by Eric Smuda. This is a financially driven, inside-out view of customer support and not an outside-in, customer-centric approach. Seven Ways to Fix the Root Causes of Customer Experience Complaints by Elaine Roche.

Customer Service 174

Customer Service Gamification Customer Support Customer centricity 174

aircall

MARCH 16, 2018

Our 2018 customer support strategy survey was sent to 475 industry leaders. How large is your customer support team? Participants were asked to name the one change that would have the largest positive impact on their customer support strategy in 2018… Survey Responses Reveal Trends to Improve Customer Support.

Customer Support 88

Customer Support Brand ambassadors Morale Surveys 88

CustomerSuccessBox

JANUARY 24, 2019

Customer Success is a new phenomenon and so, several companies club it with customer support. They feel that customer success is an extension to customer support. All the functions post sales have gained importance in the subscription economy as now the power is in the hands of the customers.

Customer Support 67

Customer Support Upselling SaaS Transportation 67

aircall

MAY 16, 2017

As a field and as a department, customer support is no longer relegated to the kids’ table. Customers are afforded more options than ever, and as a result, their expectations in terms of service and support are soaring. In order to satisfy them, your business requires a crack support team. What do they do?

Customer Support 81

Customer Support Virtual Agent Coaching Accountability 81

ShepHyken

JULY 7, 2020

The Secret to Success is Good Customer Service. How to Use Customer Service Stories to Teach, Inspire and Reward. Shep Hyken interviews Patricia Fripp , CSP, CPAE, speech coach and customer service expert. About: Patricia Fripp , CSP, CPAE is an award-winning, Hall of Fame keynote speaker and speech coach.

Coaching 315

Coaching Customer Service Personalization Customer Experience 315

Return Customer

AUGUST 15, 2018

These are the facts that led brands to become more conscious about their customer support practices. That said, in trying to revamp their policies many brands lean into myths that make no business sense nor bring any customer satisfaction: 1. The Great Myth: The Customer is Always Right.

Customer Support 71

Customer Support Complaint resolution Advertising Banking 71

aircall

AUGUST 24, 2017

It was the best of times, it was the worst of times, and it was 2:24 PM when the two customer support calls were placed. As a warning of her next call comes in, Sydney reflects on the perception of customer support calls as a whole, which is solely ever considered as good or evil, in the superlative degree of comparison only.

Customer Support 82

Customer Support CRM Call Center Coaching 82

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 48

Coaching Morale Analytics Benchmark 48