Steve DiGioia

JANUARY 6, 2020

Imagine if you could build the ideal customer service agent. What personal characteristics are so important to you, and your customers, that each new hire is required to possess? Go ahead and pick your top 5 traits that you’d choose to build the ideal customer service agent. What would you do? You’re all set.

Customer Service 200

Customer Service Scripts Best practices Metrics 200

CSM Magazine

APRIL 28, 2016

Learn why your customer service team must have empathy, sympathy, patience, tolerance, understanding, passion and, of course, sincerity. It’s not that hard to notice when you’re dealing with a customer support rep who is less than sincere. It’s as if they are reading from a script… because most of the time they are.

Scripts 65

Scripts Customer Service Customer Support Personalization 65

Help Scout

JULY 13, 2021

Sometimes the customer service teams who are supposed to be solving problems somehow manage to make them so much worse instead. Running from responsibility The root of many terrible customer experiences is a company that is happy to collect money from a transaction but not to accept responsibility when things go wrong.

Customer Service 136

Customer Service Scripts Chatbots Airlines 136

Global Response

MARCH 27, 2023

Can great customer service really impact your brand, or is good customer service good enough? In today’s saturated marketplace, customer service matters more than ever. 68% of customers will pay more for products or services from brands known for their excellent customer service.

Customer Service 62

Customer Service Chatbots Self service Personalization 62

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 58

Customer Service Banking Education Scripts 58

Global Response

DECEMBER 21, 2023

Customer service outsourcing is a huge industry, resulting in approximately $525 billion dollars of spend every year, in fact. But if you’re not outsourcing your customer service yet, it may seem like a big project that’s not necessarily worth the investment. and, of course, there’s a lot more questions beyond those.

outsourcing 62

outsourcing Customer Service Metrics Best practices 62

Toister Performance Solutions

DECEMBER 20, 2018

One of the great things about training videos is the scenes where actors play out a customer service scenario. Here's how I create scenes for my courses. It could be from my own experience as a customer, the many jobs I've had serving customers, or a story someone else shared with me.

Contact Center 50

Contact Center Scripts Customer emotions Coaching 50

TeleDirect

AUGUST 25, 2022

Call Center Customer Service Tips for a First-Class Experience. Whichever industry your business is in, your customer service levels matter—a lot. That’s why so many brands invest significant time and effort into their customer service call center. Know Your Customers. Think Outside the 9-5.

Call Center 62

Call Center Customer Service Scripts Call center experience 62

TeleDirect

NOVEMBER 9, 2022

For a booming business, you need a great reputation—and that comes from good customer and lead experiences. By making sure that your customer service game is always on point. Your dealership is unique—and your customer service needs to match it. Understand Your Customers and Leads.

Automotive 62

Automotive Customer Service outsourcing Business Process Outsourcing 62

Global Response

MARCH 16, 2023

In 2023, customer service is more important than ever. Just take a look at any recent research, and you’ll see that customer service is a key differentiator between brands: 54% of customers say customer service is a key factor in making purchasing decisions.

Customer Service 62

Customer Service outsourcing Technical Support Scripts 62

Myra Golden Media

JANUARY 15, 2019

For two years I’ve partnered with LinkedIn Learning to create courses to help employees be more assured and skilled in their ability to handle demanding customers. Here are some fun behind the scenes photos from last week’s visit to film two new training courses. My entree was terrifically different — Vegan Tacos.

Scripts 136

Scripts Call Center Contact Center Customer Service 136

Comm100

NOVEMBER 4, 2015

Would you accuse a play of being bad just because the actors used a script? Of course not. The same should apply to a quality customer service chat. Sure, it’s a little different from theater–you are responding to a customer’s immediate questions and needs, and not just providing entertainment.

Scripts 62

Scripts Entertainment Customer Service Management 62

ProProfs Blog

JANUARY 7, 2020

Improved customer service. But the one thing that the majority of customers will remember in all likelihood is the direct interaction they had with your business. . Your customer service team, of course! Great Customer Service Can Be an Asset to Your Business. Isn’t the answer pretty obvious?

Customer Service 169

Customer Service Customer centricity Brand ambassadors Customer Support 169

Myra Golden Media

MARCH 27, 2018

I just finished recording a fully customized 14-module video course for a new client. My client’s biggest challenge was how to navigate through complex calls, like situations with ramblers and challenging customers. Our custom courses get your employees to take some action every 4-5 minutes.

Scripts 189

Scripts Contact Center Management Customer Service 189

TeleDirect

JANUARY 12, 2023

Do you know how well your customer service team is performing? If you’re unsure of what type of experience your leads and clients are having, you should develop a way to track your customer service team’s performance. This is where a comprehensive customer service audit can help. Our Official Checklist.

Customer Service 62

Customer Service Brand ambassadors Call Center Contact Center 62

CSM Magazine

APRIL 25, 2023

Writing high-quality customer service emails takes good skills, but even if you have never written such emails before, you could still do a good job. Without further ado, here are the best AI writing tools to write better customer service emails. #1 customer service email).

Customer Service 52

Customer Service Scripts Consulting Consulting 52

Up Your Service

OCTOBER 25, 2016

Many companies provide customer service training for some or all of their employees. But soon after the leaders of these same companies ask why everyone in the organization hasn’t embraced a true understanding of – and commitment to deliver – service excellence ? Let’s start with customer service training.

Education 110

Education Customer Service Scripts Best practices 110

Hodusoft

APRIL 17, 2024

In this blog post, we will discuss everything about auto attendants starting from what they are, how they work, the pros and cons of using auto attendants, how to set up an auto attendant, and how to include scripts. Pros of Using Auto Attendant Cons of Auto Attendant Auto Attendant Scripts – What to Record? Read on to know more.

Real estate 52

Real estate Scripts Interactive Voice Response First call resolution 52

Toister Performance Solutions

FEBRUARY 16, 2023

Rapport is essential to customer service. Asking a customer, "How's your day going so far?" You want customers to like you. You can better understand their needs and customers are more accepting of your ideas. Authentic rapport goes beyond just acting out a corporate-mandated service script.

Scripts 114

Scripts Wait times Personalization Customer Service 114

ShepHyken

JANUARY 29, 2021

You can do the same and improve your customers’ experience. This shortlist of contact center best practice hacks should set you up for success in the pursuit of customer service excellence. Get to know the customer personally. You wouldn’t have a contact center if you had no customers to start with.

Best practices 229

Best practices Contact Center Interactive Voice Response Call Center 229

UJET

NOVEMBER 3, 2020

AI (artificial intelligence) customer service tools weren’t designed to replace your agents. They were designed to help your agents deliver a better customer experience. AI customer service tools streamline repetitive and/or time-consuming tasks and workflows so your agents can focus on what they’re best at: helping people.

Customer Service 82

Customer Service Virtual Agent Interactive Voice Response Gamification 82

Fonolo

APRIL 5, 2018

This principle also applies to the relationship between a customer and a customer service or sales representative. Behind every customer call is a real person, looking for guidance or a solution to a problem. Customers Want to Truly be Heard and Understood. Customers shouldn’t be rushed.

Customer Service 90

Customer Service Call Center Benchmark Scripts 90

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.” And, of course, thank them by name when the food is dropped off.

Customer Service 52

Customer Service Customer Care Scripts outsourcing 52

UJET

NOVEMBER 3, 2020

AI (artificial intelligence) customer service tools weren’t designed to replace your agents. They were designed to help your agents deliver a better customer experience. AI customer service tools streamline repetitive and/or time-consuming tasks and workflows so your agents can focus on what they’re best at: helping people.

Customer Service 72

Customer Service Virtual Agent Interactive Voice Response Gamification 72

SharpenCX

JUNE 30, 2021

Microsoft says 90% of Americans use good customer service as a factor when deciding whether to do business with a company. Why would customers stay loyal to brands that are slow or can’t offer help? Why wouldn’t a customer find a company that makes buying and learning a product or service quick, easy, and accessible?

Customer Service 67

Customer Service Coaching Contact Center Agent Empowerment 67

Global Response

MAY 15, 2023

A solid QA process allows you to drive continuous improvement and deliver consistent quality at every customer checkpoint. At Global Response, if there’s one thing we know, it’s that excellent customer experience is never an accident—instead, it can be strategically accomplished through quality control processes.

Call Center 62

Call Center Scripts Coaching outsourcing 62

Micah Solomon

OCTOBER 22, 2018

The author, Micah Solomon, is an author, consultant, influencer, keynote speaker, and trainer in customer service, customer experience, customer service culture, and hospitality. On the subject of customer service, some of the received wisdom out there is flat-out wrong. Script everything.”

Customer Service 40

Customer Service Scripts Consulting Consulting 40

Global Response

MARCH 20, 2023

Not to mention that a mere 30% of customer service agents feel empowered to do their jobs well. The data on customer service agents clearly points to the need for more and improved training: Only 20% of agents feel they’ve received high-quality training. Review the sentiment of your scripts. Check QA logs.

Average Handle Time 62

Average Handle Time Scripts Call Center Interactive Voice Response 62

SharpenCX

APRIL 7, 2021

Yet too many customer service leaders are bogged down by other tasks to actually dedicate time to coaching and training their teams. You control your agents’ experience on the job, and your agents control your customer’s service experience. There’s a $3 return for every $1 a company spends on a better customer experience.

Customer Service 67

Customer Service Coaching Call Center Employee engagement 67

Fonolo

OCTOBER 26, 2022

When you think of improving your call center motivation, do you dream of near-perfect customer satisfaction scores ? Impeccable customer service and experience? To get a real sense of how things are going, don’t just look at your customers; look at your agents. Agent education opportunities might include: Courses.

Call Center 142

Call Center Abandon rate Education Contact Center 142

ShepHyken

JANUARY 25, 2019

Most callers, of course, will simply be seeking information. The “fear” that may permeate a customer-exchange will seldom be experienced by you, the company’s representative. Knowing what customers’ concerns are will make it easier to develop a script, one that will assure callers that their specific issues are being addressed.

Scripts 290

Scripts Education Best practices Personalization 290

Fonolo

JANUARY 31, 2023

Simply put, call center training is any course, seminar, video, coaching session, or other activity that teaches the skills and behavior required for success in a call center. Call center training is important because it’s part of your customer service plan – and part of a strong employee engagement plan.

Call Center 141

Call Center Contact Center Coaching Gamification 141

Toister Performance Solutions

AUGUST 8, 2019

Over the past couple of years, I've talked to hundreds of customer service leaders about their successes and struggles with building service cultures. Leaders who get their employees obsessed with service stayed focused and consistent over a long period of time. They use generic terms, like "world-class customer service."

Customer Service 72

Customer Service Employee engagement Advertising Contact Center 72

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…”. Good scripting can lessen the amount of decision making, but another way to counteract. Morgan Chase, and WNS Global Services.

Call Center 182

Call Center Management Scripts Coaching 182

The GLOBO Blog

MARCH 28, 2022

With the United States now more culturally diverse than ever, language support and telephone interpreting have grown to be a necessary component in call center customer service. In order for any organization to meet the needs of their customers, the lines of communication must be open, and language barriers must be dissolved.

Customer Service 40

Customer Service Customer centricity Call Center Scripts 40

The GLOBO Blog

MARCH 28, 2022

With the United States now more culturally diverse than ever, language support and telephone interpreting have grown to be a necessary component in call center customer service. In order for any organization to meet the needs of their customers, the lines of communication must be open, and language barriers must be dissolved.

Customer Service 40

Customer Service Customer centricity Call Center Scripts 40

Customer Service Life

APRIL 20, 2017

Trevor commented that customers were often dissatisfied because some agents on the team didn’t always go as far as they could have to take care of the customer. It’s great when agent and customer click and we as the audience get to replay them over and over again, and just feel all warm and fuzzy the entire time.

Customer Service 78

Customer Service Contact Center Scripts Interactive Voice Response 78