Help Scout

SEPTEMBER 14, 2021

With access to fewer resources and generally leaner teams, small businesses need to be more creative and tactful in their approach to customer service. Armed with those insights and learnings, you should be able to get started on — or refine — your own customer service program to start delivering consistently exceptional support.

Customer Service 127

Customer Service outsourcing Chief Customer Officer Self service 127

Interaction Metrics

MAY 16, 2024

Over 100 years ago, Ford Motor Company founder Henry Ford advised, “If there is any one secret of success, it lies in the ability to get the other person’s point of view and see things from his angle.” ” This observation ignited the auto industry and applies to the customer experience (CX) industry today.

Customer Experience 62

Customer Experience Surveys Consulting Consulting 62

Beyond Philosophy

OCTOBER 29, 2020

Changing the culture within your organization is vital if you want to deliver a Customer Experience that fosters customer loyalty and retention. I was running a workshop with a utility client many years ago about the concept of Customer Experience. The effect was that the team never saw their manager in person at all.

Airlines 417

Airlines Customer centricity Call Center Quality management 417

Kristina Evey

APRIL 28, 2015

We’ve all heard, and made, statements like this about something in either our personal or professional lives. Committed to Service. Yes, that sounds extreme, but let me explain… I’ll tie this in to Customer Service and the Customer Experience quickly. But really, we are all a bunch of liars. Walk the talk.

Customer Service 113

Customer Service Coaching Consulting Consulting 113

CSM Magazine

NOVEMBER 30, 2016

Due to the rapidly changing world in which we live, customer expectations continue to shift dramatically. The following are some of the trends in customer service expectations that I have identified by talking to workshop attendees, customers, friends, and conducting a survey of available research and publications.

Customer Service 84

Customer Service Multichannel Scripts Consulting 84

Call Center Weekly

JANUARY 10, 2018

The SaaS customer journey leans heavily on the customer to understand the product before buying, and that's why trial periods are so popular. Customers "kick the tires" of SaaS products in more customized ways. They need to hear that others have gone through a similar journey and had good results.

Journey mapping 136

Journey mapping SaaS Consulting Consulting 136

Steve DiGioia

DECEMBER 5, 2016

Recently I had the pleasure of interviewing many leaders in the business world and customer service industry. Constant reinforcement of the importance of customer service is key to sustaining the culture. As they grew and added different areas to their business, they always put the customer first. Shep Hyken.

Customer centricity 264

Customer centricity Metrics Consulting Consulting 264

CSM Magazine

AUGUST 22, 2019

I’ve had depleted employees, and I’ve been the used-up person (even in my current position). Listen to some calls from your customer service team and choose the best two or three and play a portion of these extraordinary calls in your next employee meeting. Here are three things I know for sure meaningfully motivate employees.

Customer Service 45

Customer Service Morale Call Center Consulting 45

NobelBiz

JANUARY 3, 2024

Hosted by Carl Stuerke, a seasoned Contact Center Software Consultant, alongside industry experts Michael McGuire and Brad Butler, boasting 30 years of combined experience. Advanced AI Integration: Beyond Customer Service Artificial Intelligence (AI) is no longer a novelty in call centers.

Call Center 105

Call Center Contact center software Contact Center Chatbots 105

ShepHyken

FEBRUARY 10, 2017

I sat next to a person of African descent who, from a young age, had been living in Sweden. But, within the space of just a few seconds, her demeanor towards Robert, the person sitting next to me, was different. Gone was the friendly person that I had experienced just a few seconds ago. The plane was full. His name was Robert.

Education 185

Education Consulting Consulting Personalization 185

Enghouse Interactive

SEPTEMBER 23, 2020

In my experience, this is as true for CX teams designing end to end journeys as for downstream customer service teams picking up the tab when things don’t go according to plan. When customers leave brands, price is often quoted. However, the ability to imagine how another person feels is only half the story.

Consulting 95

Consulting Consulting Management Customer Experience 95

NobelBiz

MAY 9, 2023

We’ll share valuable insights from one of our workshops featuring two seasoned contact center experts, David Atkinson, and Bradley Butler. This ultimately impacts the quality of the customer service they provide. To mitigate these issues, many contact centers use dialers to eliminate unwanted wait times.

Best practices 98

Best practices Call Center Gamification Contact center software 98

Callminer

APRIL 21, 2020

Dylan is the Head of Growth Marketing at Netomi , a Conversational AI for Customer Service company. Customer service is about finding a balance between efficiency and personalization…”. One really effective leadership activity is to get personal and involved with the team like you’re a part of it…”.

Call Center 182

Call Center Management Scripts Coaching 182

NobelBiz

JULY 31, 2023

But that’s not all – we’ll also explore how intelligent call routing and customer data integration create personalized interactions that leave a lasting impression. Say goodbye to frustration and hello to seamless communication that keeps customers coming back.

Wait times 52

Wait times Telecommunications Call Center CRM 52

NobelBiz

JUNE 19, 2023

As businesses, we need to harness this culture of immediate responses to elevate customer service levels. Harnessing the power of real-time monitoring in call centers is like having a crystal ball that reveals customer needs and preferences in the moment, enabling personalized interactions that leave a lasting impression.

Call Center 52

Call Center Coaching Contact Center Metrics 52

Russel Lolacher

NOVEMBER 7, 2022

In this episode of Relationships at Work, Russel chats with transformation and culture change consultant Katie McLaughlin on why we need to introduce the principles and power of theatre into the employee experience. . It’s funny how people may not realize how much this is a personal thing, rather than a numbers game. Russel Lolacher.

Coaching 52

Coaching Employee engagement Consulting Consulting 52

NobelBiz

OCTOBER 24, 2023

. – Christian Montes, Executive Vice President of Client Operations @NobelBiz Key Components of a Customer Experience Map: Touchpoints These touchpoints are the various points of interaction between the customer and the brand. Personalized recommendations during IVR interactions. Sending order confirmations via email.

Journey mapping 104

Journey mapping Customer Experience Interactive Voice Response Contact Center 104

Bill Quiseng

JANUARY 10, 2016

This week’s guest post is from leadership consultant and keynote speaker Bill Hogg. I have been an avid reader of his blog where he writes about “the critical relationship between leadership, employee engagement and delivering an exceptional customer experience as a competitive advantage.” Are they looking for help?

Consulting 97

Consulting Consulting Scripts Employee engagement 97

Toister Performance Solutions

JUNE 1, 2017

I often get calls from customer service leaders who want to do some training for their team, but face a few challenges: Budgets are limited. A single workshop won't produce sustainable results. Best of all, you can implement them without hiring an expensive consultant or trainer like me. Week 1: Kick-off.

Customer emotions 64

Customer emotions Consulting Consulting Personalization 64

Comm100

JUNE 30, 2016

Time and time again, we see evidence that great customer service experiences are critical in maintaining customer loyalty and satisfaction. According to research conducted in 2015 by Aspect Cloud Solutions , 76% of respondents see “customer service as a ‘true test’ of how much a company values them.”

Customer Service 60

Customer Service Banking Education Scripts 60

HGS

MAY 27, 2015

Contact centers have undergone significant transformation in the past few years, driven largely by the shift from voice to digital and omni-channel customer service. This continual channel shift has also influenced the nature and complexity of services being delivered. Transactional to Consultative. Customer Service.

Contact Center 100

Contact Center Multi-channel support Complaint resolution outsourcing 100

teleopti

DECEMBER 2, 2019

Based on the insights of Calabrio/Teleopti’s customer community combined with our first-hand experience of guiding organizations through the often-complicated maze of scheduling and forecasting, here is an insider’s guide to making the most of your WFM technology. . 5 ways to become a WFM guru. Get to know your people.

Coaching 68

Coaching Employee engagement Consulting Consulting 68

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

CX Global Media

JULY 11, 2019

We know that traditional approaches like multi-day workshops don’t build skills efficiently. As Lisa Oswald, Senior Vice President, Global Customer Service with TravelZoo said, “The Contact Center Virtual Summit combines the best of two worlds – this one-of-a-kind program delivers high-caliber content and ultimate convenience.

Contact Center 120

Contact Center CCNG Morale Coaching 120

Integrity Solutions

DECEMBER 21, 2020

Between the pandemic, the business disruption, and the many personal and professional struggles and responsibilities we’ve all had to juggle over the past 12 months, it’s been challenging, to say the least. For most of us, 2020 is a year we’ll be glad to see in the rear-view mirror.

Sales 66

Sales Consulting Consulting Personalization 66

CSM Magazine

MARCH 1, 2019

In her research, Ellen created a scenario where a person wanted to cut in line to use a copier in a library, and the request was made three different ways: 1. 60% of the time this question worked, and the person was able to cut in line. Excuse me. I have five pages. May I use the Xerox machine?”. Excuse me. I have five pages.

Consulting 45

Consulting Consulting Personalization Customer Service 45

NobelBiz

APRIL 3, 2023

Last but not least, a well-thought self-service system will reduce the manual labor associated with customer service and make agents’ jobs more enjoyable, thus contributing to a reduced turnover rate. Who would have thought that a self-service setup could also contribute to the well-being of your HR department?

Self service 52

Self service Contact Center Interactive Voice Response Banking 52

Comm100

JANUARY 19, 2017

Did your customer waste an excessive amount of time talking to several representatives to solve a seemingly simple issue? Strategic management consulting company, McKinsey, reported that 70% of buying experiences are based on how the customer feels they are being treated. Customer Service Manager. +1

Customer Service 88

Customer Service Accountability Management Customer Support 88

Toister Performance Solutions

JANUARY 10, 2019

I typically have a lot of conversations with customer service leaders this time of year who want to hire me to conduct training for their team. The surprising truth is video is usually much more effective than hiring an external consultant for frontline customer service training. Why should you believe me?

Consulting 48

Consulting Consulting Customer Service Accountability 48

Toister Performance Solutions

JUNE 27, 2017

Customer service training is a challenge for many companies. It's not just the consultant's fee, it's the labor cost associated with sending employees to training. Most companies can't completely shut down their customer service operation. My Customer Service Fundamentals course on Lynda.com (a.k.a.

Consulting 48

Consulting Consulting Accountability Customer Service 48

Comm100

JANUARY 19, 2017

Did your customer waste an excessive amount of time talking to several representatives to solve a seemingly simple issue? Strategic management consulting company, McKinsey, reported that 70% of buying experiences are based on how the customer feels they are being treated. Customer Service Manager. +1

Customer Service 80

Customer Service Accountability Management Customer Support 80

ShepHyken

NOVEMBER 19, 2023

Each week, I read many customer service and customer experience articles from various resources. Manage Expectations, But, Where It Matters… by JC Quintana (Relationship-Focused) Expectation-setting forms the groundwork for communication and interaction in every aspect of personal and business relationships.

Morale 150

Morale Customer Service Chatbots Feedback 150

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 Magazine

SEPTEMBER 28, 2019

You already know it’s best to not say words like “unfortunately,” or a hard “no,” and you probably even know that you need to let angry customers vent for at least a few seconds, but there are some other things you should know before trying to get customers to accept your word as final, especially when you have to give customers bad news.

Consulting 45

Consulting Consulting Personalization Call Center 45

360Connext

MAY 24, 2017

There’s a part of your customer journey that is most likely inconsistent. Going from one hotel front desk to the next or calling different customer service reps can have very different outcomes. Sometimes calling the same customer service rep on a different day means having a completely different experience!

Consulting 63

Consulting Consulting Customer Experience Customer Service 63

360Connext

FEBRUARY 12, 2018

Well, here are a few ways their lack of learning might negatively impact their customer’s experience. Off the top of my head… Have you ever felt like you had to educate a customer service agent or salesperson when you were the customer? ” Whatever that was was completely up to the individual.

Education 88

Education Healthcare Scripts Customer centricity 88

CSM Magazine

NOVEMBER 30, 2016

Where teams have been effectively organized and led, the list of team outcomes have led to dramatic improvements in productivity, customer service, quality, process management, innovation, cost effectiveness, job satisfaction, morale, and financial performance. Leading Teams: We Have Got To Take It Personally. How do I know?

Morale 40

Morale Consulting Consulting Management 40