Kayako

FEBRUARY 7, 2018

Customer support reps—just like anyone else—need one-on-one time with their managers and direction to hone their skills and develop their craft. The work of a customer support rep spans a spectrum of psychology, hard and soft skills, and emotional intelligence. That’s where coaching comes in.

Coaching 84

Coaching Customer Service Feedback Customer Support 84

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. Tips to Implement It: Welcome your customers with a personalized welcome message.

Customer Support 40

Customer Support Feedback Upselling Accountability 40

ShepHyken

DECEMBER 5, 2022

From Thanksgiving celebrations to Christmas festivities, end-of-year reflections, and year-ahead preparations, our personal and professional calendars are likely brimming with activity and commitments. Personalization is more important than ever. An updated loyalty program can help keep you connected to customers.

Customer Service 176

Customer Service Gamification Customer Support Customer centricity 176

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. The better service you deliver, the more likely your customers are to recommend you to others.

Coaching 318

Coaching Customer Service Personalization Customer Experience 318

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

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 86

Coaching Morale Analytics Benchmark 86

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

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

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

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

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

Playvox

MARCH 19, 2024

From eliminating manual, repetitive tasks for agents to leveraging natural language processing (NLP) and AI with chatbots and phone support, contact center AI provides numerous opportunities to transform CX — and the bottom line. Artificial intelligence is integrated into our personal and work lives in some obvious and not-to-obvious ways.

Contact Center 74

Contact Center Quality management Interactive Voice Response Coaching 74

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

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. Empowering the customer. Leaving complete account notes for the next person who interacts with the customer. History lesson.

Accountability 182

Accountability Customer Service Coaching Contact Center 182

Playvox

JANUARY 30, 2024

Numerous studies link employee satisfaction, performance, and engagement with management’s ability to provide actionable, positive feedback and coaching. It involves adding elements of games (think of the best video games or apps) to non-game activities such as working and delivering customer support.

Gamification 79

Gamification Contact Center Coaching Quality management 79

ShepHyken

DECEMBER 10, 2019

Be there to empower and coach your employees through those bad days. AI is great for handling simple tasks, but customers crave empathy when dealing with their most personal problems. Quotes: “Model the behavior of your best employees and coach the rest of your employees to that behavior.” – Joel Makhluf.

Coaching 263

Coaching Contact Center Analytics Technology 263

JustCall

MARCH 29, 2022

The customer support function is in for a major metamorphosis- one where businesses are recognizing its full potential as not just an additive function, but as a multiplier. Traditionally, support reps focused only on ticket resolution and management. leverages existing customers as potential revenue-generation opportunities.

Customer Experience 98

Customer Experience Upselling Coaching First call resolution 98

SharpenCX

OCTOBER 6, 2021

Create your workflow to fit your contact center agents and effectively handle customer support with positive results. . Test New Workflows to Support Agents and Customers: 1. Set up user groups in your contact center to decide who specializes on specific customers or issues. Categorize your customer inquiries.

Contact Center 128

Contact Center Coaching Metrics Employee engagement 128

ShepHyken

MAY 23, 2022

Customer Experience Leaders Can Learn from Baseball by Lynn Hunsaker. CustomerThink) Your growth at every level — financially, reputationally, professionally, and personally — is superior when customer, employee, and partner experience are managed as a team sport.

Customer Service 162

Customer Service Coaching Customer Support Customer Experience 162

Playvox

MARCH 5, 2024

And 62% of millennials and 75% of Gen-Z customers prefer self-service almost all the time, even when they have an option of contacting customer support. This compares to 19% of baby boomers and 43% of Gen X customers who report they would do the same. That’s why it’s important to analyze 100% of your interactions.

Quality management 78

Quality management Management Contact Center Coaching 78

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

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

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

Playvox

JANUARY 25, 2024

Their performance and effectiveness positively or negatively impact: Customer satisfaction scores (CSAT) and net promoter scores (NPS) – Agents who are disengaged or lacking customer support knowledge can negatively impact not only your scores but overall CX.

Coaching 77

Coaching Contact Center Quality management Schedule adherence 77

Nicereply

JULY 9, 2019

Who better to lead the team than the person who sets the bar for success day-in-and-day-out? Sure, your best performing customer support agent is a true subject matter expert with sharp instincts for capturing feedback with valuable customer insights that drive revenue through product improvements. Informal Coaches.

Customer Support 81

Customer Support Personalization Coaching Self service 81

CCNG

MAY 27, 2021

Move to home-based agent program Moving from in center to work from home agents requires expertise in how to set up a work from home program that brings in best practices around training, performance management, WFM/WFO, quality assurance and coaching, technology, communication. culture, motivation, incentives, and employee engagement.

Consulting 195

Consulting Consulting Contact Center Gamification 195

LiveChat

NOVEMBER 2, 2015

Unless you have 100% customer satisfaction, you must improve. Customer service team is often the face of your company. Their skills, personality and the quality of service they provide, define experiences that customers get. It’s the same in customer support. Horst Schulze, The Ritz-Carlton co-founder.

Customer Support 72

Customer Support Coaching Consulting Consulting 72

CSM Magazine

OCTOBER 7, 2022

Cora AI Coach, powered by Zenarate, helps Genpact accelerate digital transformation. AI Coach enables Genpact to develop confident top-performing contact center agents through voice and chat simulations that provide highly realistic immersive learning experiences. About Zenarate .

Coaching 52

Coaching Telecommunications Healthcare Contact Center 52

IdeasUnlimited

SEPTEMBER 19, 2022

While automated customer response systems have certainly shown their potential, nothing comes close to a person directly talking to your customers. It is the reason why more than 91% of callers in any given customer service opt to speak directly to a representative rather than choose an extension. Conclusion.

Customer Service 104

Customer Service Call Center voip Sales 104

Balto

JANUARY 22, 2024

We’ll help you understand how generative AI can skyrocket your contact center’s efficiency, improve data analysis capabilities, streamline QA and coaching processes, and make customers happier. The manual, time-consuming approach means that you’ll have to compromise and make your coaching sessions much more generic than they should be.

Contact Center 52

Contact Center Coaching Average Handle Time Scripts 52

Playvox

MARCH 27, 2023

These 10 strategies will help you boost productivity, improve operational efficiency , and enhance customer engagement, so you can achieve your goals and promote growth. Revolutionize Your Customer Support Center Productivity: 10 Proven Strategies 1. We will delve deeper into both of these points later in this article.

Contact Center 84

Contact Center Gamification Coaching Quality management 84

COPC

APRIL 1, 2024

They extend to tools for answering customer queries, feedback and coaching systems, and virtual collaboration. Customer-facing technologies encompass a range of AI-powered tools for direct customer interaction. Personalized Agent Training The adoption of digital gamification is a major component of this change.

Customer Experience 89

Customer Experience Gamification Benchmark Chatbots 89

Hodusoft

MAY 29, 2024

The Barcelona-headquartered company named HoduCC as a Category Leader in Auto Dialer after assessing the software based on five key criteria—functionality, ease of use, value for money, likelihood to recommend, and customer support. With a score of 81, HoduCC stood at 14 th position in the leaderboard.

Interactive Voice Response 52

Interactive Voice Response Contact center software CRM Contact Center 52

Fonolo

OCTOBER 27, 2020

We’ve seen virtual service and self-service technologies quickly implemented due to limited in-person service options. These significantly reduce customer service costs and improve time to resolution, leading to better customer experiences.”. As people who have been touched or have known personally someone affected by COVID.

Contact Center 147

Contact Center Coaching call center association Call Center 147

JustCall

APRIL 9, 2024

> Nextiva: It streamlines communication and offers personalized interactions with AI features. These features allow you to assign calls based on agent availability, skillset, geo-location, and customer needs. This ensures that the right agent connects with the prospect for a more efficient and personalized experience.

voip 40

voip Sales Scripts CRM 40