ShepHyken

DECEMBER 5, 2022

Do you care about something your customer cares about? If you expect loyalty from your customers, you must demonstrate loyalty toward them. My Comment: Our friends at Centrical have just released an ebook about refining the employee experience (EX). Second, find shared values. And third, practice reciprocity.

Customer Service 174

Customer Service Gamification Customer Support Customer centricity 174

ShepHyken

NOVEMBER 21, 2016

I’m surprised at how many companies have not yet embraced social media for marketing and customer care. Read this report to get a better understanding of the importance of using social media as a way to connect with your customers. My Comment: CustomerGuage has released an “eBook” about the power of NPS (Net Promoter Score).

Customer Service 291

Customer Service Surveys Marketing Sales 291

Interactions

MARCH 11, 2022

From customer experience and customer journey, to customer service and customer care, are they all talking about the same thing? Looking at the big picture, we know that all these terms have something to do with the relationship between a business and their customers. Does it even matter what it’s called.

Customer Experience 106

Customer Experience Customer Service Technology Contact Center 106

Fonolo

JANUARY 31, 2018

“China Merchant Bank’s bot [served on WeChat] handles more natural customer conversations… 1.5 to 2 million interactions per day [which] …would typically require thousands of additional customer care agents to handle.”. Our favorite chart: The Current State of Customer Care. Who wrote it: Interactions.

Contact Center 141

Contact Center Chatbots Finance Healthcare 141

Interactions

AUGUST 29, 2022

Secondly, we can expect the future of enterprise virtual assistants to expand capabilities for greater benefits to the business and the customer (and the agents). To see more about what makes a successful virtual assistant according to Opus Research, as well as their report on our IVA , check out our eBook. Here’s what we found out. .

Virtual Agent 62

Virtual Agent Enterprise Self service Customer Care 62

ShepHyken

JANUARY 18, 2019

This week we feature an article by Tim Houlne who writes about the importance of integrating technology into your business to provide the optimum customer experience. – Shep Hyken. This post is an excerpt from Humach’s latest eBook, The Guide to CX Success , which can be found here. It’s that time of year again.

Customer Experience 234

Customer Experience Airlines Average Handle Time Contact Center 234

Interactions

JULY 7, 2022

According to an article in the Wall Street Journal , “The average number of live job openings in call, contact and customer care centers advertised on Ziprecruiter.com in February was more than double that of the average the year earlier before the pandemic, according to the recruitment platform.”.

Virtual Agent 62

Virtual Agent contact center workforce Contact Center Advertising 62

BlueOcean

MAY 13, 2021

Where Does Customer Care Sit in All of This? Despite the introduction of these three new motivators of brand loyalty after COVID-19 reshaped the market, customer experience still reigns supreme. For more insights, grab a copy of our latest eBook: Customer Care Outsourcing Amidst Uncertainty: A Pandemic Resource.

Average Handle Time 62

Average Handle Time outsourcing Customer Care Sales 62

Cisco - Contact Center

AUGUST 3, 2020

This award honors vendors that have embraced technology as a key tool for customer service excellence and distinguish their success as innovators, thought leaders, and market movers in the contact center and customer care industries. Read the Webex Contact Center ebook to learn more. Cloud Agility.

Contact Center 124

Contact Center Technology contact center solutions Virtual Agent 124

Interactions

MAY 14, 2020

We’ve put together three ways to ensure that your customers still feel comfortable as more technology is introduced into the customer care space: Keep security and privacy as a top concern, and communicate it to your customers.

Virtual Agent 71

Virtual Agent Self service Contact Center Healthcare 71

Interactions

SEPTEMBER 5, 2019

The demand for Conversational AI technology in customer care is high, and so the question becomes how to implement the right solution. Building your own solution allows the application to be highly customized to your brand and business requirements. To build or to buy?

Customer Care 69

Customer Care Technology Customer Experience Marketing 69

Interactions

JANUARY 16, 2019

With a new year upon us, we’re looking forward to all of the exciting things Intelligent Virtual Assistants can bring to the customer care table. We wrapped up 2018 with a look back at the year’s biggest customer care trends , and we’re excited to see what 2019 has in store for the technology industry.

Chatbots 59

Chatbots Customer Care Metrics Contact Center 59

CX Journey

MARCH 26, 2015

Sprinklr ebook cover Feeling like you need some guidance with your CX Journey? I''m excited to share details about a new ebook for which I wrote a chapter. The book was compiled by Sprinklr , and it''s aptly titled, The Survival Guide to Customer Experience. Through successful customer experience management.

Customer Experience 64

Customer Experience Customer Care Management 64

Interactions

SEPTEMBER 10, 2020

After all, online commerce and at-home delivery has been an emerging part of retail shopping since the days when Jeff Bezos was managing a small eBook store in the Seattle suburbs in the mid-90s. In conclusion, those in charge of customer care/customer experience in retail are under more pressure than ever before.

Customer Care 71

Customer Care Sales Customer Experience Management 71

Interactions

JANUARY 29, 2019

We’ve talked about how to choose the right technology for your customer care strategy and how an automated customer care solution can take your customer experience to the next level. One of those solutions, conversational AI, is becoming quite a buzzword in the customer care industry.

Finance 48

Finance Airlines Customer Care Chatbots 48

Interactions

JUNE 5, 2019

Below is a sample of what a customer journey map can look like: Customer Journey Mapping can help you evaluate where you currently stand with your customer experience and where you should go. Read our eBook on Customer Journey Mapping to learn: The two types of Customer Journey Maps and which you should use.

Journey mapping 54

Journey mapping Best practices Customer Experience Customer Care 54

Interactions

JUNE 25, 2020

Digital transformation in contact centers starts with optimizing the most expensive and most used customer service channels and Virtual agents are the answer to that. . In fact, it could be argued that an easy implementation can’t provide the advanced level of customer care that is needed to deliver excellent customer experience.

Virtual Agent 71

Virtual Agent Journey mapping Self service Contact Center 71

Comm100

APRIL 27, 2020

Routing rules can be applied across channels, saving more customers from two of the most excruciating customer pain-points: getting passed around from agent to agent before connecting with someone who is able to handle their issue, and having to repeat their story over and over again. Download Now.

Automotive 59

Automotive CRM Upselling Customer centricity 59

ShepHyken

JULY 25, 2016

My Comment: One way to improve the customer experience is to personalize it. If you like this story, you might like the author’s eBook which includes short stories that focus on customer experience. Why You Have Customer Churn and What You Can Do About It by Vanessa Rombaut.

Customer Service 195

Customer Service B2C Personalization Metrics 195

Interactions

MAY 28, 2020

Use this opportunity to assess your customer service organization – how can you optimize your workforce? Are you ready to forgo the ‘novelty’ customer care channels and focus on your main channel of customer contact? Walking in your customers’ shoes. Where can you automate?

Journey mapping 83

Journey mapping Virtual Agent Self service Government 83

Mindtouch

JUNE 12, 2019

Consider the below examples of the average life expectancy—aka post-purchase experience—for various products: Thus from the customer’s perspective, the Loyalty Loop would look like something like this: Notice how lengthy the post-purchase experience becomes. Connect with Customers Start to Finish. Download the free ebook.

Chief Customer Officer 78

Chief Customer Officer Customer Care Interactive Voice Response Customer centricity 78

GetFeedback

DECEMBER 26, 2018

Social is steadily rising to the top of all customer engagement channels, and it will likely stay there. 33% of consumers prefer to reach out to a business via social media, and it’s common for current and prospective customers to scan social media interactions to get a sense for the brand’s customer care standards.

Surveys 104

Surveys Feedback Customer Care Customer Experience 104

Playvox

APRIL 21, 2023

For example, A 2022 stud y by ICMI showed that while 63% of contact centers offer customer service by email, only 41% were monitoring it for quality. Thirty percent (30%) offer social media customer care, but only 14% are checking on quality there.

Customer Experience 95

Customer Experience Contact Center Self service Multichannel 95

Inbenta

SEPTEMBER 12, 2022

NLP and Neuro-Symbolic AI combined can power human-like automated interactions with your customers. Download our Ebook for free! AI based search engines are a great asset to anticipate and satisfy your customer needs. Less frustration on the customers side and more convenience for the employees.

Chatbots 52

Chatbots Self service Engineering Customer Care 52

Comm100

NOVEMBER 8, 2017

In this blog post, we’ll break down the habits of the pros and bring you their social media customer care secrets. The blog post is included in [eBook] The Definitive Guide to Social Media Customer Service. Click here to download the full ebook. eBook] The Definitive Guide to Social Media Customer Service.

Marketing 47

Marketing Customer Service Customer Care Customer Support 47

Comm100

DECEMBER 19, 2017

Here is a detailed step-by-step guide to setting goals and strategizing for customer experience improvement. 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.

Customer Experience 115

Customer Experience Morale Journey mapping Customer centricity 115

Interactions

JULY 9, 2020

This improved experience can lead to happier agents and help reduce agent churn which can have a direct impact on the quality of your customer care. . Find out more ways that Conversational AI technology can complement your agents by downloading our free eBook How to Improve Agent Experience with Conversational AI.

Education 71

Education Upselling Best practices Contact Center 71

Nicereply

SEPTEMBER 28, 2021

For example, if you’re offering your customers support through social media, phone, and email, you might want to only consider help desks that provide full omnichannel support as a feature. Let’s now take a look at the top 5 customer care tools for 2021: HubSpot Service Hub. Best for: All-in-one help desk tool.

Customer Service 98

Customer Service call center software Surveys Analytics 98

teleopti

AUGUST 23, 2019

Likewise, contact centres try to avoid anything that takes agents away from direct customer care, for example, extra coaching, team meetings, comfort breaks, helping other departments and system downtime. Download our eBook. 5 ways to strike the right balance with WFM.

Coaching 63

Coaching Morale Best practices Contact Center 63

Clarabridge

AUGUST 28, 2015

As a type of self-service customer care , direct your community to it with helpful links. In any customer service environment, flexibility is key. Introduce mobile devices and mobile apps, to work on/with either at home or at the office, to provide customer care on the go. Customer care team, at your service!”).

Customer Service 75

Customer Service Customer Care outsourcing Self service 75

Clarabridge

OCTOBER 11, 2017

NMBS now responds to social comments and queries within minutes, providing fast, reliable and effective social customer care. Customer care is at the core of the organisation and NMBS is constantly innovating to provide the best experience for its customers.

Customer Experience 40

Customer Experience Feedback Customer Care Surveys 40

Interactions

OCTOBER 7, 2021

And, finally with Conversational AI solutions, people can talk or type in their own words and be understood–no more asking customers to conform to technology that is robotic and unnatural. Check out our eBook here. . Want to learn more about consumer preferences?

Customer Service 62

Customer Service Wait times Self service Finance 62

SharpenCX

JANUARY 26, 2021

Glancing through customer reviews , it’s easy to see that FedEx employees are a huge part of what makes every experience with the brand so delightful. FedEx staffs a separate Twitter account, called “FedEx Help ,” with customer care agents. What’s more? Their agents on Twitter are equally friendly and helpful.

Best practices 76

Best practices Customer Service Interactive Voice Response Calibration 76

CX Global Media

OCTOBER 22, 2018

Regardless of how lost you feel now, join Joachim “Joe” Rogers, Senior Director of Customer Care Center for Coca-Cola Bottling Co. Joachim “Joe” Rogers is Senior Director – Customer Care Center for Coca-Cola Bottling Co. Seminar Leaders. Consolidated (CCBCC), the nation’s largest independent Coca-Cola bottler.

Employee engagement 45

Employee engagement Contact Center Morale Coaching 45

Clarabridge

MAY 30, 2017

Once you can spot trends where customers are experiencing friction, including how they got there and how quickly it was resolved, your employees will be able to replicate the methods that led to victory and master the customer experience. Currently, most organizations assess customer care by productivity (i.e.

Contact Center 45

Contact Center Telecommunications First call resolution Customer emotions 45