CSM Magazine

DECEMBER 1, 2022

Customers of health-related products—such as over-the-counter medicines, dietary supplements, nutraceuticals, medical devices, wearables, and animal health products—typically have higher expectations of manufacturers than do users of other types of consumer products. Proactive outreach. Product recall support. Documentation of contacts.

Healthcare 52

Healthcare Customer Care CRM Self service 52

CSM Magazine

NOVEMBER 24, 2021

Reuters Events are excited to announce the final service & experience webinar of 2021: ‘Supercharging Customer Care: Optimizing Experiences to Drive Business Growth’ featuring senior leaders from EXPO2020, Hootsuite, Getaline Ecommerce & Customer Service Culture! Jad Hindy, SVP Marketing, EXPO2020.

Customer Care 52

Customer Care Consulting Consulting Customer Service 52

DMG Consulting

APRIL 15, 2020

DMG Consulting Releases Future Contact Center Outlook, 2025 – 2040. Who: DMG Consulting LLC, a leading provider of contact center, back-office and real-time analytics market research and consulting services. Where: Available at the DMG Consulting online store. About DMG Consulting LLC.

Consulting 62

Consulting Consulting Contact Center Interactive Voice Response 62

Inbenta

NOVEMBER 9, 2021

Social distancing has altered how people purchase goods, communicate and work, and banks have had to reduce their dependence on humans, when possible, to become a lights-out business that meets customer demands for 24/7, omnichannel access to services. Free ebook: Automating Customer Service—A Complete Guide.

Banking 95

Banking Chatbots Customer Care Self service 95

Toister Performance Solutions

DECEMBER 10, 2020

Customer service is getting worse. Companies are struggling to avoid service failures and keep their customers happy. But a third report and two top customer experience experts offer a glimmer of hope. But first, let's look at the state of customer service. Is customer service getting worse?

Customer Service 141

Customer Service Surveys Consulting Consulting 141

Nicereply

MARCH 23, 2021

Staying on top of new customer service trends can be exhausting. Having a well-rounded collection of sources can help your team identify new opportunities for improvement and up your customer service game. We’ve got quite a few friends in the customer service world who inspire us. Keeping them is hard.

Chief Customer Officer 141

Chief Customer Officer Customer Service Consulting Consulting 141

Russel Lolacher

APRIL 5, 2021

Ten years of leading a provincial government team in web services and social customer care has been a challenging and rewarding experience. The post Lessons from 10 Years Working in Public Service Social Customer Care appeared first on Russel Lolacher. Oh, it’s been amazing.

Customer Care 98

Customer Care Government Transportation Employee engagement 98

CSM Magazine

DECEMBER 18, 2023

Customer Service should be a human experience. Countless companies have lost sight of that crucial fact, often relying on chat or never-ending touch-tone menus that frustrate customers immensely. So much so, that those disgruntled customers often choose to take their business elsewhere. Lost customers mean lost profit.

Personalization 52

Personalization Customer Service Multi-channel support Surveys 52

DMG Consulting

JUNE 12, 2023

Customer Service Woes? COVID-19 caught companies off guard, and they scrambled very quickly to rework their customer service operations to tackle the disruption that the pandemic caused. There seems to be an increasing number of customer service complaints across industries. The post Customer Service Woes?

Customer Service 48

Customer Service Contact Center Self service Government 48

CSM Magazine

JANUARY 25, 2022

For customer service managers, the answer is simple. We want to accomplish three big goals: First, we want to support our people with care and consideration. Care and Consideration. A consultation can help you evaluate the best services, compare options, and determine the ones that are best matched to your needs.

Customer Care 52

Customer Care Consulting Consulting Coaching 52

ShepHyken

SEPTEMBER 3, 2018

Each week I read a number of customer service and customer experience articles from various resources. I call it The Convenience Revolution , and I’ve written an entire book about it and how you can use convenience to take your customer service to the next level. Save the Customer. Here’s Why.

Customer Service 198

Customer Service Chatbots Consulting Consulting 198

Fonolo

JANUARY 14, 2020

Which customer service blog posts helped to shape the last decade for you? . When we look back at the customer support industry in 2010, we see a very different beast to the one we work in today. Here, we cover the 20 best customer service blogs and influencers to follow in 2020.

Customer Service 136

Customer Service Chief Customer Officer Contact Center Call Center 136

COPC

APRIL 1, 2024

In our consulting work, we have seen a dramatic increase in organizations deploying these virtual guides for self-paced, continuous training sessions. Bot-Based Training Perhaps the most notable trend we’ve seen in our consulting work is the emergence of bot-based training systems.

Customer Experience 89

Customer Experience Gamification Benchmark Chatbots 89

ShepHyken

OCTOBER 19, 2018

The adoption of artificial intelligence and machine learning presents the opportunity to enhance the customer experience while maintaining an authentic and meaningful connection with those who matter most: people.”. Cameron Halcomb • Customer Experience Consultant, Emarsys • @cam_hassler • LinkedIn.

Customer Service 277

Customer Service Automotive Chatbots Airlines 277

Skybridge

NOVEMBER 12, 2020

“Customer experience strategy is the first step to business survival in 2021, especially for large organizations and iconic brands.”. That’s how Liliana Petrova, of consulting firm The Petrova Experience, recently summed up the urgent importance of CX strategy in the coming year. I couldn’t agree with her more. That is non-negotiable.

Customer Care 52

Customer Care Government Self service Education 52

ShepHyken

AUGUST 12, 2016

This week on our Friends on Friday guest blog post my colleague, Adam Toporek, writes about how important improvisation is in frontline customer service. It is also important to hire customer service reps that care, and who already have the personality to succeed in a customer service position.

Scripts 221

Scripts Customer Service Consulting Consulting 221

Fonolo

NOVEMBER 13, 2018

Have you been searching for the best customer service conferences to attend in 2019? We’ve made the case before that conferences offer customer service professionals a host of rewards, including valuable knowledge, product exposure, and the opportunity to build new relationships. Smart Customer Service 2019.

Customer Service 108

Customer Service Contact Center Engineering Education 108

DMG Consulting

JUNE 11, 2019

DMG Consulting Releases 2019-2020 Intelligent Virtual Agent Product and Market Report. Foundational component of next-gen, digitally transformed service organizations. Who: DMG Consulting LLC, a leading provider of contact center, back-office and real-time analytics market research and consulting services.

Virtual Agent 48

Virtual Agent Consulting Consulting Marketing 48

ShepHyken

APRIL 28, 2017

This week on our Friends on Friday guest blog post my colleague, Murph Krajewski, writes about the importance of a single customer view when it comes to serving your customers. This will help lead you to forming important relationship with your customer. – Shep Hyken. Customer service needs customer data.

Customer Service 227

Customer Service Contact Center Technology Big data 227

Taylor Reach Group

NOVEMBER 1, 2019

an internationally acknowledged and leading CX and Contact Center consulting firm, announced today that they have been engaged to assess the BPO operational practices and policies with a view to improving agent retention. Taylor Reach Group, Inc., About Taylor Reach Group.

Consulting 59

Consulting Consulting Contact Center outsourcing 59

TechSee

JUNE 26, 2018

Bent on destroying customer service, Omm-Mugga the Mongoose and his destructive Yargh have switched all customer cables to create widespread tech troubles. Customers are calling for help, but the agents are blinded. Can Super-Agent bring the light into YOUR Customer Service and help improve its KPIs?

Customer Service 84

Customer Service Self service Contact Center Call Center 84

CSM Magazine

FEBRUARY 9, 2022

Reuters Events are inviting you to join them for the next unmissable webinar in their Customer Service & Experience Leadership series! Access exclusive insights & discussion from customer-centric leaders: Jeff Shah, VP Customer Service, The New York Times. Laura Hayes, VP Customer Operations, Momentive.

Chief Customer Officer 52

Chief Customer Officer Customer Service Customer centricity Consulting 52

Fonolo

NOVEMBER 27, 2018

Good customer service is crucial to the success of any business. Now imagine that your hands are tied in a million different ways and you’re unable to resolve the bulk of the customer complaints that are on the rise. This is why empowering a customer service team can be key to the overall success of any company.

Customer Service 119

Customer Service Call Center Engineering Contact Center 119

ShepHyken

JANUARY 27, 2017

This week on our Friends on Friday guest blog post my colleague, Shital Shah, writes about how with the right combination of technology and human touch, customer service doesn’t have to be difficult. She shares four excellent solutions to help manage your customer service more effectively. Shep Hyken.

Technology 230

Technology Customer Service Management CRM 230

Interactions

SEPTEMBER 8, 2023

Getting stuck in a loop or being misunderstood by an automated customer care system brings out the worst in humanity. Thankfully, customer service tools have advanced in recent years, and AI is accelerating the change. The collaboration we have is consultative. But don’t take our word for it. Take a listen here.

Customer Service 62

Customer Service Self service Contact Center Banking 62

Vcaretec

JUNE 6, 2022

Bruce Downie, COO of Planet Wings, says “It’s easy to see if customers are happy and your staff is doing well inside a restaurant. In delivery, drivers are taking food to customers, and you have no idea about the interaction.” Then, once the food arrives, the Customer Care Specialist needs to be prepared for order accuracy issues.

Customer Service 52

Customer Service Customer Care Scripts outsourcing 52

CSM Magazine

OCTOBER 18, 2022

Dave Orstad, SVP professional services and support, Calabrio. Calabrio Appoints New Leader of Customer Service & Support Team in Mission to Be Trusted Ally for Customers’ Success. We know when our customers succeed, we succeed. About Calabrio. Calabrio is a trusted ally to leading brands.

Customer Service 52

Customer Service Customer centricity Analytics SaaS 52

Quiq

OCTOBER 7, 2021

Top Google’s Business Messages (GBM) Strategies for Customer Service, Marketing, & Omnichannel. Here are a few examples she cited of how customer care, marketing, and omnichannel teams can be successful with Google’s Business Messages: Care & Service Teams: Instantly Answer Questions That Customers Are Searching For.

Marketing 52

Marketing Customer Service Consulting Consulting 52

Call Experts

FEBRUARY 17, 2022

How do you improve customer service? The answer always lies in your customer experience. Great experiences lead to loyal customers who buy more from you in the future. When you take care of customers from start to finish, they will always come back and refer others to your business. Listen to your customers.

Contact Center 98

Contact Center Customer Service Self service Call Center 98

BlueOcean

MAY 11, 2020

Situation: You’re tasked with choosing a new outsourced partner for your organization’s customer care program. Did the pandemic expose cracks in your current customer care solution, whether that is in-house or outsourced? To save precious time, you can start with a solid RFP template for customer care solutions.

outsourcing 62

outsourcing Customer Care Contact Center Engineering 62

TechSee

JUNE 25, 2019

A Tata Consultancy Services survey found that 31.7% of major companies around the world are currently using AI customer service technologies, the second most common use of AI after IT. A Tata Consultancy Services survey found that 31.7% Customer-facing AI technologies.

Technology 122

Technology Customer Service Gamification Contact Center 122

Nicereply

MARCH 28, 2019

Putting yourself in customer’s shoes can really help you to empathize and keep your customer responses genuine and honest. Customer service is one of the most powerful factors that affects loyalty and sales. Each customer you interact with is different. Formal or Casual? Be Human, Not a Robot.

Customer Service 89

Customer Service Consulting Consulting Scripts 89

Nicereply

MAY 30, 2022

Customers now have higher expectations than ever before regarding customer service. In a fast-paced society where customers expect you to solve their problems in seconds and social media allows around-the-clock communication, sub-par customer service is no longer acceptable.

Customer Service 59

Customer Service Journey mapping Feedback Metrics 59

BlueOcean

MAY 11, 2020

Situation: You’re tasked with choosing a new outsourced partner for your organization’s customer care program. Did the pandemic expose cracks in your current customer care solution, whether that is in-house or outsourced? To save precious time, you can start with a solid RFP template for customer care solutions.

outsourcing 62

outsourcing Customer Care Contact Center Engineering 62

CSM Magazine

JULY 9, 2021

Some of these may be the finance, sales, marketing, customer service, production, and human resource divisions. While each office is essential, there’s a department every company can’t live without, and that’s the customer service section. Client care agents are considered valuable assets to a business.

Customer Service 59

Customer Service Finance Enterprise Coaching 59

Fonolo

NOVEMBER 20, 2018

There is no question that customer service is changing quickly. Still, even with all of these bells and whistles, nothing beats the emperor of all customer service options: Speaking to an actual human being. And, call centers tend to be one of the most-used customer service channels , second only to FAQs.

Customer Service 86

Customer Service Call Center Engineering Contact Center 86

Vcaretec

JUNE 6, 2022

Clients met all of their customer care goals, even on the busiest shopping days of the year. It is a challenge for retailers, both online and brick-and-mortar, to make sure that their customer service levels are maintained throughout the holiday season, when customer support volume can increase by more than 10 fold.

Multichannel 89

Multichannel Entertainment Customer Care Call Center 89