Annually, Intuit fields hundreds of thousands of customer service inquiries, with a huge volume spike between January and April 15. Agent Experience Customer Care Customer Experience English/US Financial Aspect aspest customer care customer service intuit turbotax WFM workforce management MORE
Each week I read a number of customer service and experience articles from various online resources. A Pop Culture Guide to Customer Care Training by Matt Searfoss. TCFCR) Looking for a guide to build your customer care training session off of? MORE
You finally get to a customer service rep. You tell your story and the customer service rep responds, “I’m sorry, that’s not my department.” That said, there are still plenty of other phrases and words we, as customers, hate to hear. Customers hate to be told they’re wrong. “I MORE
As I normally do with direct clients, my analysis isn't about their offerings; rather, my focus is on industry trends that impact their served market, which in this is case is cloud-based customer care. I've been exploring thought leadership themes with Toronto-based Upstream Works Software recently, and my first guest post has been published now on their blog portal. MORE
Doug shares his expertise about how to provide excellent customer care, and how you can achieve more with customers by being nice. If you want to finish first in customer care, tune into this episode of Amazing Business Radio! MORE
So, what does a social media marketing conference have to do with customer service? It’s been said that customer service is the new marketing. If that is true – and it is – then social media customer service is the updated version of that. MORE
Each week I read a number of customer service and customer experience articles from various resources. 3 Ways Amazon Has Raised the Bar on Customer Experience by Joey Coleman. My Comment: Joey Coleman is one of the leading customer service and CX experts. MORE
Customer Care … CRM … Customer Experience — What’s the Difference? Customer Care … Customer Relationship Management … Customer Experience — what’s the difference? The purpose of any organization is to serve a customer need. MORE
But it’s safe to say that social media will continue to expand and evolve—and that customers will increasingly turn to social channels to get the attention of the companies […]. Social Customer Care call center contact center social customer care MORE
Do customers care about which contact center platform a company uses? If not, then how can a vendor promise theirs is the one that will improve the customer experience? [.]. The post Do Customers Care About Which Contact Center Platform You Use? Customer ExperienceRead More. appeared first on Sharpen Contact Center Software. MORE
I recently had the good fortune to meet Frankie Saucier , the former director of social media customer service (also known as social care) for a major cable company. When the cable goes out, upset customers call, email, tweet, post on Facebook, etc. MORE
The other day I was talking with a gentleman who was as passionate about customer service and experience as I am. He had worked with support centers and we were discussing how important the team in a customer support center is to an organization. MORE
Jeff Bezos, the CEO of Amazon, once said, “The best customer service is if the customer doesn’t need to call you, doesn’t need to talk to you. In other words, the best customer service is invisible. The customer doesn’t have to ask for it. And, you don’t really care. MORE
Don’t you hate it when you have an urgent customer service matter that requires live assistance? As customers, we should never refuse VIP treatment, right? The post The Score: Good Customer Service 1 Technology 0 appeared first on Aspect Blogs. MORE
The modern contact center must be highly attuned to the emerging technologies that drive customer satisfaction today. But just about every contact center is looking for a way to give their customers a greater degree of connection and a personal touch. MORE
I recall an executive who works with an automobile manufacturer standing behind a computer with several others on her team as … Call Center Contact Center Customer Experience Customer Service Social Media Brad Cleveland customer experienceLet me give you three steps that are absolutely fundamental in delivering services through social channels. Listen Begin by listening. You don’t just walk into a room and start talking, and that’s just as true in the social world. MORE
Contact Center Nation is where passionate fans of the customer experience come to learn, share, connect and collaborate. We bring dynamic groups of Contact Center, Customer Service and Customer Experience Professionals together in person and virtually. MORE
One of those themes is Social Customer Care. Francis called Social Customer Service – The Basic Building Blocks. I’ll be presenting along with Matt Staub ( [link] ) an expert in the field of social care. Why is social customer care important? MORE
We’re delighted to announce that WCL’s Cross Sector Relationship Marketing and Customer Experience Director, Peter Lavers, has again been recognised as a leading influencer in the field of Customer care and Customer Experience! MORE
If you are not providing great initial customer care that attorneys or lawyers are expected to, your client may move down the list of names and end up retaining one of your competitors. Customer Service Small Business & EntrepreneursMost attorneys would agree that the first time your client calls you up or speaks to you personally, they are likely going to be very anxious or let's just say, over-whelmed. MORE
Last week’s post offered a brief look back at a couple of social customer care pioneers—two companies that led the industry in 2009 by demonstrating how customer service could be delivered through social channels. MORE
If your contact center still relies solely on a host of challenge questions to identify customers over the telephone channel, my guess is your security confidence level falls a few notches below where it should be. How valuable of a security tool would this be in protecting your customers and confidential bank information? How much would that save on your annual operating costs, not to mention positively impacting the profitable bank/customer relationship? MORE
Looking for a guide to build your customer care training session off of? Not everyone learns the same way, and today we are sharing with you some examples that excellent customer service training can adopt for those who may be more visual or auditory learners. MORE
Even if it is “too bad,” the way you say it can include some empathy and caring that makes the customer know you feel their disappointment. When you know that your customers are regularly disappointed with a part of your process, figure out a way to eliminate that disappointment. MORE
According to ICMI’s recent research report The Normalization of Social Customer Care, 73% of organizations report having a social media presence, but only 39% formally support it as a customer care channel. That leaves 34% of organizations with a presence, but without customer care for social media. … Call Center Contact Center Customer Service Multi-channel Support Research/Statistics Social Media customer access strategy MORE
Social customer service has come a long way since I first wrote about it in Pipeline eight years ago (“The Impact of Word of Mouth in the Web 2.0 Social Customer Care call center contact center social customer service user experience MORE
Rico was our waiter and was taking great care of us. Sometimes it’s what a customer doesn’t do or doesn’t say that gives you the opportunity to create an amazing customer service experience. The post Customer Service Tip: The Power of Observation appeared first on Shep Hyken. MORE
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? Our favorite chart: The Current State of Customer Care. MORE
Cloud contact center deployments that began in customer care may have been extended to other business areas. Two topics come to mind: participating fully in corporate digital transformation initiatives and investigating uses of artificial intelligence in customer care. MORE
Better Social Media Customer Care. Shep speaks with Matt Wilbanks, CEO and co-founder of HelpSocial, about providing a better social customer care experience. Social care isn’t a fad. What is social care and why is it important? MORE
Depending on whether your Customer Care department is an extension of your marketing or your customer service strategy, the KPIs you give yourself may be different. Type: Customer Centric. Type: Customer Centric. MORE
Each week I read a number of customer service and customer experience articles from various resources. You’ll love this story about how a member of the airline’s social media customer care team took care of a passenger during her flight. . MORE
I recall an executive who works with an automobile manufacturer standing behind a computer with several others on her team as … Call Center Contact Center Customer Experience Customer Relationships Customer Service Multi-channel Support Social Media MORE
This is another way of saying chatbots, and what I'm really talking about is the emergence of conversational interfaces as a way to leverage AI to make both collaboration and customer care more effective. I've been doing webinars with Ziff Davis on a steady basis lately, and the next one is about digital assistants. MORE
How to Eliminate Friction and Improve the Customer Support Experience. How can you provide a better experience for the customer and an even better one for the agents? Every support agent should have all the information about the customer in front of them. MORE
This week’s guest post is from Rhonda Basler , director of Customer Engagement at Hallmark Business Connections. I have been a longtime fan of her blog so I’m honored that she is sharing her customer experience insight here. Put Yourself in the Customers’ Shoes. MORE
Each week I read a number of customer service articles from various online resources. ROI’s on the Prize: Twitter Links Social Customer Care and Willingness to Pay by Lia Winograd. My Comment: Here is some interesting info on customer support. MORE
Last week, I was in Montreal for this event, and wearing my UC Expert hat , I wrote up my thoughts for UCStrategies. The post is running now on the portal , and I hope you find it a good read. As always, sharing and comments are welcome. Contact Center Collaboration Cloud Communications MORE
The Future is Here: Artificial Intelligence and Bots in Customer Service. How will AI and bots transform customer service in the near future? Shep Hyken discusses the next phase of customer service, automated messaging, with Joshua March, Co-founder and CEO of Conversocial. ? ? ?. MORE
Customer care is one of the most important aspects of growing a successful business. Here are 10 tips and tools you should utilise to improve customer care. Call Center Culture Customer Service MORE
Businesses need to be equipped to answer and discover the best methods for working with today’s customers. This undeniable authority is the social customer. Who is the Social Customer? Paying Attention to Your Customers. MORE
It’s almost a given that every company has some form of a customer service department. Even the smallest companies – with just one solo entrepreneur – will act as if they have a customer service department. Why do people reach out to the customer service department? MORE
When you show customer care, you’re proactive, you listen and understand customers, then deliver on needs before they even ask for it. Communication Customer Experience Customer Service MORE
Customer Care Related Topics ShepHyken
MARCH 29, 2017
So, what does a social media marketing conference have to do with customer service? It’s been said that customer service is the new marketing. If that is true – and it is – then social media customer service is the updated version of that.
Brad Cleveland
FEBRUARY 16, 2017
I recall an executive who works with an automobile manufacturer standing behind a computer with several others on her team as … Call Center Contact Center Customer Experience Customer Relationships Customer Service Multi-channel Support Social Media
The Center for Client Retention
AUGUST 8, 2017
Looking for a guide to build your customer care training session off of? Not everyone learns the same way, and today we are sharing with you some examples that excellent customer service training can adopt for those who may be more visual or auditory learners.
inContact
JANUARY 24, 2018
Cloud contact center deployments that began in customer care may have been extended to other business areas. Two topics come to mind: participating fully in corporate digital transformation initiatives and investigating uses of artificial intelligence in customer care.
Brad Cleveland
FEBRUARY 9, 2016
I recall an executive who works with an automobile manufacturer standing behind a computer with several others on her team as … Call Center Contact Center Customer Experience Customer Service Social Media Brad Cleveland customer experienceLet me give you three steps that are absolutely fundamental in delivering services through social channels. Listen Begin by listening. You don’t just walk into a room and start talking, and that’s just as true in the social world.
SharpenCX
APRIL 3, 2018
Do customers care about which contact center platform a company uses? If not, then how can a vendor promise theirs is the one that will improve the customer experience? [.]. The post Do Customers Care About Which Contact Center Platform You Use? Customer ExperienceRead More. appeared first on Sharpen Contact Center Software.
Jon Arnold
MAY 11, 2017
Last week, I was in Montreal for this event, and wearing my UC Expert hat , I wrote up my thoughts for UCStrategies. The post is running now on the portal , and I hope you find it a good read. As always, sharing and comments are welcome. Contact Center Collaboration Cloud Communications
Jon Arnold
AUGUST 14, 2017
This is another way of saying chatbots, and what I'm really talking about is the emergence of conversational interfaces as a way to leverage AI to make both collaboration and customer care more effective. I've been doing webinars with Ziff Davis on a steady basis lately, and the next one is about digital assistants.
Win the Customer
NOVEMBER 24, 2014
Customer care is one of the most important aspects of growing a successful business. Here are 10 tips and tools you should utilise to improve customer care. Call Center Culture Customer Service
Jon Arnold
AUGUST 28, 2017
As I normally do with direct clients, my analysis isn't about their offerings; rather, my focus is on industry trends that impact their served market, which in this is case is cloud-based customer care. I've been exploring thought leadership themes with Toronto-based Upstream Works Software recently, and my first guest post has been published now on their blog portal.
Win the Customer
JULY 2, 2014
When you show customer care, you’re proactive, you listen and understand customers, then deliver on needs before they even ask for it. Communication Customer Experience Customer Service
Peter Lavers
JANUARY 26, 2016
We’re delighted to announce that WCL’s Cross Sector Relationship Marketing and Customer Experience Director, Peter Lavers, has again been recognised as a leading influencer in the field of Customer care and Customer Experience!
Contact Center Pipeline
DECEMBER 14, 2017
Last week’s post offered a brief look back at a couple of social customer care pioneers—two companies that led the industry in 2009 by demonstrating how customer service could be delivered through social channels.
Bill Quiseng
MAY 18, 2015
This week’s guest post is from Rhonda Basler , director of Customer Engagement at Hallmark Business Connections. I have been a longtime fan of her blog so I’m honored that she is sharing her customer experience insight here. Put Yourself in the Customers’ Shoes.
Contact Center Pipeline
DECEMBER 21, 2017
But it’s safe to say that social media will continue to expand and evolve—and that customers will increasingly turn to social channels to get the attention of the companies […]. Social Customer Care call center contact center social customer care
Abby Connect Virtual Receptionists
OCTOBER 16, 2017
If you are not providing great initial customer care that attorneys or lawyers are expected to, your client may move down the list of names and end up retaining one of your competitors. Customer Service Small Business & EntrepreneursMost attorneys would agree that the first time your client calls you up or speaks to you personally, they are likely going to be very anxious or let's just say, over-whelmed.
TRUSTID
FEBRUARY 5, 2013
If your contact center still relies solely on a host of challenge questions to identify customers over the telephone channel, my guess is your security confidence level falls a few notches below where it should be. How valuable of a security tool would this be in protecting your customers and confidential bank information? How much would that save on your annual operating costs, not to mention positively impacting the profitable bank/customer relationship?
Contact Center Pipeline
DECEMBER 7, 2017
Social customer service has come a long way since I first wrote about it in Pipeline eight years ago (“The Impact of Word of Mouth in the Web 2.0 Social Customer Care call center contact center social customer service user experience
ShepHyken
OCTOBER 4, 2016
Doug shares his expertise about how to provide excellent customer care, and how you can achieve more with customers by being nice. If you want to finish first in customer care, tune into this episode of Amazing Business Radio!
Contact Center Pipeline
FEBRUARY 13, 2018
Contact Center Nation is where passionate fans of the customer experience come to learn, share, connect and collaborate. We bring dynamic groups of Contact Center, Customer Service and Customer Experience Professionals together in person and virtually.
ShepHyken
NOVEMBER 15, 2016
Better Social Media Customer Care. Shep speaks with Matt Wilbanks, CEO and co-founder of HelpSocial, about providing a better social customer care experience. Social care isn’t a fad. What is social care and why is it important?
ShepHyken
MARCH 7, 2018
The other day I was talking with a gentleman who was as passionate about customer service and experience as I am. He had worked with support centers and we were discussing how important the team in a customer support center is to an organization.
ShepHyken
NOVEMBER 8, 2017
It’s almost a given that every company has some form of a customer service department. Even the smallest companies – with just one solo entrepreneur – will act as if they have a customer service department. Why do people reach out to the customer service department?
ShepHyken
MAY 17, 2017
I recently had the good fortune to meet Frankie Saucier , the former director of social media customer service (also known as social care) for a major cable company. When the cable goes out, upset customers call, email, tweet, post on Facebook, etc.
ShepHyken
NOVEMBER 14, 2016
Each week I read a number of customer service articles from various online resources. ROI’s on the Prize: Twitter Links Social Customer Care and Willingness to Pay by Lia Winograd. My Comment: Here is some interesting info on customer support.
ShepHyken
SEPTEMBER 11, 2017
Each week I read a number of customer service and experience articles from various online resources. A Pop Culture Guide to Customer Care Training by Matt Searfoss. TCFCR) Looking for a guide to build your customer care training session off of?
ShepHyken
MARCH 30, 2018
Depending on whether your Customer Care department is an extension of your marketing or your customer service strategy, the KPIs you give yourself may be different. Type: Customer Centric. Type: Customer Centric.
ShepHyken
OCTOBER 25, 2017
Rico was our waiter and was taking great care of us. Sometimes it’s what a customer doesn’t do or doesn’t say that gives you the opportunity to create an amazing customer service experience. The post Customer Service Tip: The Power of Observation appeared first on Shep Hyken.
ShepHyken
MAY 1, 2018
How to Eliminate Friction and Improve the Customer Support Experience. How can you provide a better experience for the customer and an even better one for the agents? Every support agent should have all the information about the customer in front of them.
Aspect
APRIL 10, 2018
Annually, Intuit fields hundreds of thousands of customer service inquiries, with a huge volume spike between January and April 15. Agent Experience Customer Care Customer Experience English/US Financial Aspect aspest customer care customer service intuit turbotax WFM workforce management
ShepHyken
MARCH 14, 2018
You finally get to a customer service rep. You tell your story and the customer service rep responds, “I’m sorry, that’s not my department.” That said, there are still plenty of other phrases and words we, as customers, hate to hear. Customers hate to be told they’re wrong. “I
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? Our favorite chart: The Current State of Customer Care.
ShepHyken
MAY 15, 2018
The Future is Here: Artificial Intelligence and Bots in Customer Service. How will AI and bots transform customer service in the near future? Shep Hyken discusses the next phase of customer service, automated messaging, with Joshua March, Co-founder and CEO of Conversocial. ? ? ?.
ShepHyken
MAY 9, 2018
Even if it is “too bad,” the way you say it can include some empathy and caring that makes the customer know you feel their disappointment. When you know that your customers are regularly disappointed with a part of your process, figure out a way to eliminate that disappointment.
ShepHyken
FEBRUARY 28, 2018
Jeff Bezos, the CEO of Amazon, once said, “The best customer service is if the customer doesn’t need to call you, doesn’t need to talk to you. In other words, the best customer service is invisible. The customer doesn’t have to ask for it. And, you don’t really care.
Aspect
NOVEMBER 8, 2017
Don’t you hate it when you have an urgent customer service matter that requires live assistance? As customers, we should never refuse VIP treatment, right? The post The Score: Good Customer Service 1 Technology 0 appeared first on Aspect Blogs.
ShepHyken
APRIL 9, 2018
Each week I read a number of customer service and customer experience articles from various resources. 3 Ways Amazon Has Raised the Bar on Customer Experience by Joey Coleman. My Comment: Joey Coleman is one of the leading customer service and CX experts.
Aspect
SEPTEMBER 27, 2017
The modern contact center must be highly attuned to the emerging technologies that drive customer satisfaction today. But just about every contact center is looking for a way to give their customers a greater degree of connection and a personal touch.
ShepHyken
MARCH 26, 2018
Each week I read a number of customer service and customer experience articles from various resources. You’ll love this story about how a member of the airline’s social media customer care team took care of a passenger during her flight. .
Etech
DECEMBER 12, 2017
Businesses need to be equipped to answer and discover the best methods for working with today’s customers. This undeniable authority is the social customer. Who is the Social Customer? Paying Attention to Your Customers.
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