Vonage

DECEMBER 13, 2018

Disappointing results on a customer service survey can be more than demoralizing. Build out your broad-based customer service standards and guidelines. . Create a short, bedrock statement of principles: your customer service constitution. Double down on customer service training.

Surveys 86

Surveys Customer Service Consulting Consulting 86

ShepHyken

SEPTEMBER 30, 2019

Each week I read a number of customer service and customer experience articles from various resources. GetFeedback) NPS, CES, and CSAT are customer loyalty metrics. There are many ways to use video; onboarding your customer, video tutorials for customer support, content marketing, and many more.

Customer Service 44

Customer Service Customer retention Metrics Consulting 44

NobelBiz

MAY 16, 2023

If you want a more in-depth, one-on-one explanation about the difference between the two and what suits best for your business, download our free exclusive ebook: On-Premise vs. Cloud Contact Center Solution: Benefits and Challenges. How Do Hosted Contact Centers Work? What Features Should You Look for in a Hosted Contact Center Solution?

Contact Center 52

Contact Center Customer Service Interactive Voice Response contact center solutions 52

Beyond Philosophy

JUNE 2, 2016

As customer experience consultants, we know that happiness is one of the key emotions that drives short term purchases and longer term brand loyalty. By designing an experience with the customer’s happiness in mind, brands can turn casual customers into enthusiastic fans. Is Your Customer Experience Accidental.

Consulting 283

Consulting Consulting Banking Customer Experience 283

Beyond Philosophy

MAY 18, 2016

“In many locations shops are simply not up to par; they are poorly merchandised, hard to shop, lack any inspiration, and have fairly mediocre customer service.” Somewhere along the way, department stores lost that air of elegance and superior customer service. ” Ouch. Share ideas in the comments below.

Consulting 283

Consulting Consulting Sales Customer Experience 283

Beyond Philosophy

MARCH 28, 2016

This better memory is what Customers think of the next time they need something you offer, and it is what brings them back. Not only does an investment in the experience improve the Customer Loyalty, but it also reduces the costs associated with your Customer Service channels. We all make mistakes.

Customer Experience 283

Customer Experience Consulting Consulting Call Center 283

Interactions

MARCH 2, 2023

While the effect of that shift may be negligible to younger generations, the move has angered customers who lack access to devices or feel less comfortable with non-voice communication, says CX consultant Peter Ryan, CEO of Ryan Strategic Advisory. Sometimes a customer just needs to speak to someone,” he says. Download here.

Airlines 62

Airlines Self service Customer retention Consulting 62

CSM Magazine

APRIL 6, 2023

First, an initial Spotlight Consultancy engagement to benchmark and understand current workplace wellbeing. The initial Consultancy phase of the Sabio Wellbeing Programme applies this model to map everyone’s wellbeing – effectively benchmarking wellbeing across your customer service operations.

Benchmark 52

Benchmark Consulting Consulting Service level 52

NobelBiz

MAY 16, 2023

If you want a more in-depth, one-on-one explanation about the difference between the two and what suits best for your business, download our free exclusive ebook: On-Premise vs. Cloud Contact Center Solution: Benefits and Challenges. How Do Hosted Contact Centers Work? What Features Should You Look for in a Hosted Contact Center Solution?

Contact Center 40

Contact Center Customer Service Interactive Voice Response contact center solutions 40

Noble Systems

JUNE 3, 2020

Peter Drucker (legendary management consultant) is credited with saying “culture eats strategy for breakfast.” Contact centers throughout the world are faced with the daily challenge of keeping their consultants engaged and motivated and their customer service levels high. The same can be said of technology.

Morale 85

Morale Contact Center Government Consulting 85

Fonolo

JANUARY 31, 2018

It’s going to be a big year in the world of contact center and in customer service technology. Will this be the year that messaging platforms from Facebook, Apple and others reach critical mass as a channel for customer service? Who wrote it: DMG Consulting, sponsored by Serenova. Where to get it: [link].

Contact Center 141

Contact Center Chatbots Finance Healthcare 141

ShepHyken

JUNE 29, 2020

Each week I read a number of customer service and customer experience articles from various resources. 4 Actionable Customer Experience Statistics For 2020 by Daniel Newman. Excellence in customer service in the new normal by Jeff Wolf. Here are my top five picks from last week. Take action on them!

Customer Service 32

Customer Service Coaching Consulting Consulting 32

SharpenCX

MARCH 25, 2021

As customer service leaders continue to embrace the life where agents can work from where they’re most comfortable, new challenges catapult to the top of priority lists. Gartner research shows in two years, nearly nine in 10 leaders think 20-80% of the customer service workforce will still work from home.

Coaching 67

Coaching Analytics Call Center Quality management 67

Creative Virtual

JANUARY 4, 2022

Your first step should be to download the new ebook Conversational AI Issues & Solutions: Transforming Ineffective Chatbot & Virtual Agent Projects. Contact the team here to learn more about the expert consultation and technology that’s helping brands around the world deliver reliable and valuable conversational AI solutions.

Virtual Agent 52

Virtual Agent Chatbots Coaching Consulting 52

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

Creative Virtual

DECEMBER 7, 2021

We were also one of the sponsors for destinationCRM’s roundtable webinar Conversational AI: The Future of Customer Service? One of my personal favorite ways the Creative Virtual team shares our individual insights is through our annual blog post celebration for Customer Service Week and CX Day in October.

Virtual Agent 52

Virtual Agent Chatbots Enterprise Education 52

Creative Virtual

DECEMBER 8, 2022

Businesses collaborating with them benefit from their expert consultation, resulting in customised, integrated, and personalised solutions that deliver real business value.”. The Creative Virtual team continued our tradition of sharing our expertise through our annual Blog Post Celebration for Customer Service Week and CX Day in October.

Virtual Agent 52

Virtual Agent Chatbots Government Banking 52

Comm100

APRIL 27, 2020

The good news is that there are lots of ways that companies can structure their teams and set up their customer service systems to meet customer demands and properly allocate their workforce. Omnichannel routing allows companies to connect customers to the right agent at the right time, instantly and automatically.

Automotive 59

Automotive CRM Upselling Customer centricity 59

Creative Virtual

DECEMBER 10, 2020

Several months later, AI Time Journal approached us for a contribution to their upcoming ebook featuring ‘Conversational AI Success Stories During Times of Pandemic’. We were happy to share the experiences of one of our international financial services group customers using our V-Person virtual agent to provide customer support.

Virtual Agent 52

Virtual Agent Chatbots Technology Personalization 52

Help Scout

APRIL 27, 2021

In customer service, “surprise reciprocity” is the name of the game. Figure out what customers don’t expect, and then do it. How to wow your customers You don’t need to break the bank to create meaningful experiences. These things cost relatively little for a business but go a long way with customers.

Consulting 117

Consulting Consulting Upselling Banking 117

Vistio

APRIL 2, 2022

Michele’s an accomplished speaker, author, executive team member, and consultant. And once I moved from human resources to operations, I eventually landed at Hilton Hotels and I spent 12 years with Hilton reservations and customer care. So it’s the reservations and customer service arm of the hotel organization.

Contact Center 52

Contact Center Real estate Customer Service Self service 52

CSM Practice

FEBRUARY 15, 2019

If you’re anything like us, you’re dedicated to providing an excellent product or service and intently focused on the end result of production. But when was the last time you took a look at not just your customer service, but the customer experience. How are you helping them achieve their business goals?

Customer centricity 49

Customer centricity Best practices Consulting Consulting 49

CSM Practice

FEBRUARY 15, 2019

If you’re anything like us, you’re dedicated to providing an excellent product or service and intently focused on the end result of production. But when was the last time you took a look at not just your customer service, but the customer experience. How are you helping them achieve their business goals?

Customer centricity 53

Customer centricity Best practices Consulting Consulting 53

ClientSuccess

JANUARY 8, 2019

For customer success managers and their counterparts on the customer service side of the business, support tickets can be akin to headaches. First, tracking support tickets can help your product team detect any deep-running issues across multiple customer accounts. eBooks: Ultimate Guide to SaaS Customer Success Metrics.

Metrics 58

Metrics Accountability SaaS Surveys 58

ClientSuccess

OCTOBER 2, 2019

While yes, at the end of the day both roles work directly with customers to ensure success, the ways that they carry out the responsibility are notably very different. The ultimate difference between a Customer Services Manager and an Account Manager is both in their area of concentration and how each target their customers. .

Accountability 47

Accountability Management Upselling SaaS 47

ChurnZero

DECEMBER 20, 2019

This should be the year that companies invest in the employee experience with the same fervor as the customer experience to bring employee support out of the dark ages and leverage their best assets—their people—to deliver superior customer service. . . CS and Product work lockstep to meet customer needs and wants. .

Chief Customer Officer 80

Chief Customer Officer Sales Customer centricity SaaS 80

PeopleMetrics

MARCH 22, 2016

What are the odds Mercedes-Benz has a free AMG lying around for a customer experience guy like me? Well, since I've been hanging around, consulting with, and writing about them for a long time and my garage has not seen one appear yet … I would say you have a better chance winning the lottery and/or being struck by lightning.

Customer Experience 74

Customer Experience Customer centricity Sales Benchmark 74

Comm100

JUNE 5, 2018

It’s therefore essential to analyze ‘what’s out there’ in customer service AI and adjust our expectations accordingly. CX managers can then get ahead of new customer expectations to anticipate their needs and increase customer retention. Advancing Customer Service. How AI can be Used in the Contact Center.

Contact Center 49

Contact Center Chatbots Call Center Self service 49

ChurnZero

MARCH 3, 2020

The conference features a Customer Service track that focuses session content on Customer Success, Account Management, customer experience, customer feedback, customer loyalty, and customer retention. Join this webinar to learn: The different types of customer reviews and when to use them.

SaaS 72

SaaS Chief Customer Officer Best practices B2B 72

ClientSuccess

MARCH 20, 2018

“Customer Success is about making your product work for your customers’ jobs to be done—useful, effortless and enjoyable.”. Global Head of Product Success, Customer Service Management. With every engagement, Customer Success is the commitment to earn the trust people put in you to deliver transformative outcomes.”.

Coaching 40

Coaching SaaS Engineering Best practices 40

Comm100

JUNE 26, 2018

Many companies have now started to realize that excellent customer service is essential to the success of the business. Free Download] 50 Customer Service Training Activities for Live Chat and Telephone Teams. The activities in this eBook can be great training materials to improve customer service or morale in your team.

Coaching 43

Coaching Feedback Morale Accountability 43

Vonage

AUGUST 7, 2017

“Customer service—now that’s a dying art.” I’m just not convinced that customer service is in particularly bad shape compared to how it was in the gauzy, dimly-remembered past. In fact, objectively speaking, customer service and the customer experience are in many ways better than they used to be.

Customer Service 96

Customer Service Engineering Consulting Consulting 96

SmartKarrot

JANUARY 5, 2021

Without further ado, here is presenting to you our Top 50 Customer Success Influencers for 2021. Proclaimed as the Customer Success growth expert, consultant, and thought leader, Lincoln is a customer-centric growth mastermind. If you find any prominent influencers missing, kindly nominate them in the comments below.

Chief Customer Officer 21

Chief Customer Officer SaaS B2B Consulting 21

SharpenCX

FEBRUARY 10, 2021

As customers grow restless to get the customer journey they expect, how can you help solve their growing list of grievances? It’s time to turn to the brain of the operation: your customer service data. Download Now] Use the data that lives in your contact center to improve your customer experience.

Contact Center 76

Contact Center Customer Service Metrics Call Center 76

aircall

NOVEMBER 21, 2022

To succeed in the face of these skyrocketing targets—not to mention while resources remain relatively stagnant—customer-facing teams need to streamline low-value administrative tasks and focus on higher-value prospect and customer interactions. Spoiler alert: our customers experienced a 373% ROI.

CRM 62

CRM Wait times Consulting Consulting 62

SmartKarrot

FEBRUARY 16, 2022

Brian Halligan is the founder of HubSpot, one of the world’s leading SaaS products for inbound marketing, sales, and customer service. Lincoln Murphy is one of the world’s leading customer success experts. He is with Sixteen Ventures, a consulting firm that helps grow SaaS companies. You can follow him for SaaS insights.

SaaS 10

SaaS Finance B2B Marketing 10

Comm100

NOVEMBER 14, 2017

When you are doing your job well, knowledge matters – and in the customer service industry, that is even truer than in others. The service sector as a whole has experienced steady but sustained growth over the past decade (approx. Free Download] 50 Customer Service Training Activities for Live Chat and Telephone Teams.

Customer Service 45

Customer Service Morale Education Call Center 45