ShepHyken
JULY 12, 2021
(DestinationCRM) Even as interactions move to digital channels like chat, email, and social media, the companies providing the best customer service are ensuring that they don’t overdo digital to the extent that customers can’t reach a live agent when necessary. Create a good coaching and training program. Invest in the right tools.
Vonage
JUNE 5, 2018
Netflix's Help Center includes an extensive knowledge base with a huge choice of online self-service options, plus a toll-free phone number and email. While it's important to include escalation paths to live agents for more complex queries, self-service reduces the number of frustrated customers and increases satisfaction rates.
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Callminer
AUGUST 1, 2017
Make onboarding & ongoing coaching as stellar as possible. James Pollard is a marketing consultant who works specifically with financial advisors over at The Advisor Coach. If someone is making a mistake for two months waiting for his/her quarterly coaching session, thousands of dollars can be lost. James Pollard.
SharpenCX
SEPTEMBER 10, 2020
I can multitask: entertain my brain, make the purchases I need AND avoid leaving the house. With cell phones a prominent and seemingly permanent fixture in our lives, it makes sense that people naturally look to digital channels like texting to reach customer service. nobody wants to play phone tag with customer service.
SharpenCX
DECEMBER 9, 2020
There’s plenty of room for creativity when it comes to entertaining your customers. Many of your customers don’t have time to sit on hold with customer service. IVRs are intended to provide simple, self-service options for your customers. They get a glimmer of hope, only to realize they’re still stuck on hold.
TechSee
JUNE 25, 2019
Contact Center Pipeline reports that increasing the focus on coaching and development for agents is a top priority for contact centers worldwide. AI-based training tools such as gamification, visual assistance and self-monitoring, cut down on agent onboarding time and ensure agents are fully engaged from day one.
Connecting the Dots
OCTOBER 20, 2021
In fact, many companies say the best service is no service and try to get the customer to self-service, thus missing an opportunity to “connect” or delight the customer. Companies spend boatloads on diffusion of anger training and tough-call monitoring and coaching.
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