Bill Quiseng

MARCH 30, 2022

In the end, training instructs students on how to TAKE CARE of the customer. Instead, enroll in Customer CARE University. Our education is the “how” and “why” of Customer CARE excellence. Ideally, all of you will be enthused and energized to engage customers.

Customer Care 78

Customer Care Education Coaching Customer Service 78

CCNG

MARCH 8, 2023

As soon as an agent starts “just going through the motions” rather than engaging with customers, interaction quality plummets—and so do customer satisfaction scores. You know that preventing these types of scenarios is key to keeping morale high and productivity consistent—but how?

Morale 195

Morale Contact Center CCNG Agent burnout 195

Blueship Call Center

AUGUST 22, 2023

We’ll go through its advantages and advise on how to outsource customer care services flawlessly. Next, we’ll discuss how to choose the best outsourcing partner before highlighting top-notch customer service outsourcing firms. Should you outsource customer care services?

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outsourcing Customer Care Average Handle Time Call Center 57

Vcaretec

JUNE 6, 2022

Customer expectations today are higher than ever , and the customer support training, resources, and investment required of today’s leading retailers can make the challenge of creating amazing customer care experiences seem insurmountable. At Vcare, creating amazing customer service experiences is all we do.

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Best practices Customer Care Customer advocacy outsourcing 88

BlueOcean

MAY 5, 2023

We’ve said it before and we’re not afraid to repeat it until the cows come home: using a boilerplate RFP in the process to find a new customer care outsourcer is a quick road to failure. You’re looking for a strategic partner who will interface with your customers day in and day out. That requires a custom RFP.

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Customer Care Coaching outsourcing Contact Center 62

BlueOcean

NOVEMBER 11, 2020

Soon never happened, and so we are left with the question of when and how to get back to business as usual. For companies who outsource (or are thinking about outsourcing) their customer care, there is simultaneously a large degree of uncertainty and urgency. Get your copy now. Just fill out the form.

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outsourcing Customer Care Contact Center Customer Service 106

CSM Magazine

JANUARY 25, 2022

While we can’t wave a magic wand and make uncontrollable things within our control, there are some practical steps we can take to achieve our big goals for customer care this year. Care and Consideration. If you’re reading this well beyond the start of the year, no worries.

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Customer Care Consulting Consulting Coaching 52

Steve DiGioia

MARCH 8, 2021

Today’s post tells you how to stop giving customer service like a useless scarecrow. 3 Examples of Scarecrow Customer Service. These employees have no idea how to act when things go astray and have even less motivation to improve. RELATED POST: 6 Customer Service Facts For Every Business. That’s understandable.

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Customer Service Benchmark Best practices Customer Care 204

Working Solutions

APRIL 23, 2023

Customer service outsourcing has become an increasingly popular strategy for businesses looking to reduce overhead costs and streamline their operations. Recent research conducted by Deloitte shows that outsourcing customer service can result in a 30-60% reduction in operational costs.

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Customer Care Call Center outsourcing Contact Center 52

Working Solutions

APRIL 23, 2023

Customer service outsourcing has become an increasingly popular strategy for businesses looking to reduce overhead costs and streamline their operations. Recent research conducted by Deloitte shows that outsourcing customer service can result in a 30-60% reduction in operational costs.

Customer Care 52

Customer Care Call Center outsourcing Contact Center 52

ShepHyken

OCTOBER 17, 2018

You can’t answer with “Because we have great customer service.” Find out what makes you truly different, something that your customer cares about, and exploit it. Every time a customer has an interaction with the company, regardless of it being in person, on the phone or online, they have a similar experience.

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Customer Care Best practices Personalization Customer Service 303

Aspect

NOVEMBER 9, 2018

In an effort to shed light on how to best use a variety of channels to address customer expectations, Aberdeen surveyed 445 contact centers around the world regarding key trends and best practices for their recently released report, Omni-Channel Customer Care: How to Delight Your Empowered Customers.

Customer Care 59

Customer Care Contact Center Accountability Best practices 59

Fonolo

AUGUST 10, 2021

According to research from Khoros, 86% of clients say they’re more likely to turn into lifetime brand advocates if they receive exceptional customer care. The Secret Sauce for Increasing Customer Happiness. Develop a strong customer care strategy. Start by creating a customer care vision and set goals.

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Contact Center Customer Service Agent burnout Customer Care 167

Vcaretec

JUNE 6, 2022

We’ve made it easy for you to check this off your list with our Big List of Customer Care Events and Conferences. for detailed how-to educational talks. You’ll also get to hear about challenges that your firm is likely facing, and how industry leaders overcame them - and you’ll hear it directly from them.

Customer Care 52

Customer Care Wireless Education Contact Center 52

Fonolo

OCTOBER 9, 2018

Fonolo has many events on the horizon, but is especially excited to be a first-time exhibitor at SOCAP’s Re-Imagine Customer Care Conference , October 21-24, 2018, at the Grand America Hotel in Salt Lake City, Utah. Learn how to become an expert in Service Level Agreements (SLAs). How to Set a Winning Service Level.

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Customer Care Gamification industry standards Service level 78

ShepHyken

JUNE 4, 2021

On-hold time is defined as the time that the customer has to wait on hold while the customer agents need assistance from any supervisor or their call is connected to someone else. Customers get a feeling of satisfaction when their problems are resolved by the customer care agents without any fuss.

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First call resolution Management Chatbots Self service 196

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. Customer Care Training Tip #1: Respect the Customer’s Time.

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Customer Care Scripts Call Center Best practices 96

ShepHyken

NOVEMBER 14, 2018

For information on The Customer Focus customer service training programs, go to www.thecustomerfocus.com. The post How to Reduce Friction appeared first on Shep Hyken. Follow on Twitter: @Hyken. Copyright © MMXVIII, Shep Hyken).

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Customer Service Customer Experience Customer Care 290

Avaya

SEPTEMBER 19, 2018

Sheila McGee-Smith is a leading communications industry analyst and strategic consultant with a proven track record in new product development, competitive assessment, market research, and sales strategies for customer care solutions and services. More online activity—improved customer access to digital interaction channels.

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Customer Care Government Contact Center Healthcare 94

Helpware

OCTOBER 24, 2023

B2B customer service is a vital element in the business world. This form of customer care focuses on catering to the needs, challenges, and expectations of businesses that serve other businesses.

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B2B Customer Service Best practices Customer Care 94

Connecting the Dots

JULY 27, 2020

A little more than forty years ago, the marketplace was very different from todays, with little to no attention paid to customer care and complaint resolution. What follows is Vicki’s interview of John Goodman about his storied career in customer experience, customer care research, and the 2020 National Customer Rage Study.

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Customer Care Complaint resolution Government Education 62

BlueOcean

JULY 12, 2018

The only constant in the customer care world is change, and if you don’t keep up, you’ll be left behind. That’s why we’ve compiled these must-read articles to keep you updated and give you some food for thought as you think about the future of your outsourced customer care. The Role of Chatbots in Customer Care. “

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Customer Care outsourcing Chatbots Contact Center 74

Skybridge

MAY 18, 2020

How fast and how far can you swing the doors back open without knocking something over? But it seems certain that the old ways of running customer care call centers are never coming back. The challenge now is how to re-imagine how you’ll deliver the best customer experience possible.

Customer Care 52

Customer Care outsourcing Banking Best practices 52

Skybridge

MAY 18, 2020

How fast and how far can you swing the doors back open without knocking something over? But it seems certain that the old ways of running customer care call centers are never coming back. The challenge now is how to re-imagine how you’ll deliver the best customer experience possible.

Customer Care 52

Customer Care outsourcing Banking Best practices 52

Working Solutions

OCTOBER 8, 2019

Data supporting this claim is almost limitless, including: Research information from American Express suggesting 70% of shoppers spend more with businesses that offer high-quality customer care. Findings from Bain & Company showing that […].

Customer Care 40

Customer Care outsourcing Call Center 40

Skybridge

OCTOBER 13, 2020

To ensure that your business, your employees, and your customers are set up to thrive in the post-crisis world, you’re going to need (at least) two more robust R’s. And they want reassurance that customer care agents have been hired and trained to deliver truly caring service and a superior experience.

Customer Care 52

Customer Care Customer centricity Marketing Analytics 52

Skybridge

MARCH 4, 2021

If you and your organization are tackling these questions – and even if you’re not – check out the 5 stats highlighted here by customer care expert, Shep Hyken in his recent article for Forbes. I’m often asked how to get leadership to consider investing in customer service and customer experience.

Customer Care 52

Customer Care B2C B2B Customer retention 52

Working Solutions

NOVEMBER 7, 2018

With the explosive growth of consumer technology in recent years, creating a superior customer experience today requires using a modern, sophisticated contact center. The post How to Reduce Call Center Overhead Costs with On-Demand Customer Care appeared first on Working Solutions.

Customer Care 40

Customer Care Call Center Contact Center Technology 40

ShepHyken

MARCH 31, 2018

Over the last few years, customer service has shifted from traditional phone support toward social media channels like Twitter, Facebook, Instagram, and others. Dan Gingiss started the Social Customer Care Track and interest has grown exponentially. Social Media Changes Customer Service. Social Proof.

Marketing 217

Marketing Customer Service Airlines Self service 217

Interactions

JULY 29, 2021

Read our ebook Blueprint of the Modern Consumer for more survey results and tips on how to meet today’s consumer expectations around CX. The post Customer Care Today: The top 4 things consumers want you to know appeared first on Interactions.

Customer Care 71

Customer Care Surveys Wait times Self service 71

Skybridge

JUNE 1, 2020

It has softened customer expectations of some providers, while intensifying their frustrations with others. Yet, at the center of all of these shifting priorities, one thing has remained remarkably consistent: the power of a talented, engaged customer care agent to strengthen the bond between brand and customer.

Customer Care 52

Customer Care At home agents Call Center Education 52

Skybridge

NOVEMBER 12, 2020

Customer experience education is essential to keep up with 2021 customer experience trends. We know customers will be watching us closely , waiting for us to do the right things. And we need to know how to do those right things. A Customer Experience Strategy will Define Your Success in 2021.

Customer Care 52

Customer Care Government Self service Education 52

Global Response

FEBRUARY 26, 2024

Proactiveness: Your team anticipates and addresses customer needs before they become issues. High-quality customer service influences customer perceptions and your company’s long-term success. Let’s explore how to improve your customer service. Ensure these resources are easy to navigate and search.

Call Center 62

Call Center Customer Service outsourcing CRM 62

ShepHyken

APRIL 21, 2017

Read Shep’s latest Forbes Article: United Airlines Debacle Teaches Valuable Social Media Customer Care Lesson. The post Guest Blog: How to Handle a Know-It-All appeared first on Shep Hyken. For more articles from Shep Hyken and his guest contributors go to customerserviceblog.com.

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Airlines Customer Care Engineering Accountability 212

Blueship Call Center

MAY 17, 2021

When customers are leaving you, it becomes harder to inspire innovation in core processes because a major chunk of your time is spent in stressing about how to win them back. What if you can offload this responsibility to a trusted outsource customer care vendor ? The Reason for Call Center Failures.

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Customer Care outsourcing Call Center Customer Support 40