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.

Customer Care 96

Customer Care Scripts Call Center Best practices 96

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. Attendees come from all different industries representing various functions including: call center/contact center, customer care, customer service, customer experience, operations, IT/Tech support and more.

Customer Care 52

Customer Care Wireless Education Contact Center 52

Russel Lolacher

APRIL 5, 2021

Ten years of leading a provincial government team in web services and social customer care has been a challenging and rewarding experience. The post Lessons from 10 Years Working in Public Service Social Customer Care appeared first on Russel Lolacher. Oh, it’s been amazing.

Customer Care 98

Customer Care Government Transportation Employee engagement 98

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.

Customer Care 94

Customer Care Government Contact Center Healthcare 94

Inbenta

NOVEMBER 9, 2021

That means providing more than simple Q&As, but rather presenting alternatives and offers, anticipating their needs, and providing insights when convenient. . Banks need to engage with their customers in the right way and in the right channels. Chatbots in Banking: Use Cases. Want to build your own banking chatbot?

Banking 95

Banking Chatbots Customer Care Self service 95

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.

Customer Care 62

Customer Care Complaint resolution Government Education 62

BlueOcean

DECEMBER 8, 2020

Eventually, that service lacked passion, was overly transactional, and presented contradictory and confusing reporting. The Results: Despite the pandemic and related lockdown orders, we launched this new customer care program on time, in April 2020 (cue the fireworks!). Get your Case Study Download today for more details.

Customer Care 62

Customer Care outsourcing Government Coaching 62

BlueOcean

AUGUST 6, 2020

You may have pushed pause on your decision to find a new customer care outsourcer, but now’s the time to dive back in. And second, there’s no doubt that the pandemic and the social justice movement has evolved what you need from a customer service provider – and your RFP should reflect that. Hourly staff? Agent Profile.

Customer Care 62

Customer Care Contact Center outsourcing Employee engagement 62

ShepHyken

OCTOBER 8, 2019

They discuss the changing needs and expectations of customers, and how to keep customer service simple while delivering satisfaction. The Interview with Sam Lessin: The world is becoming more customer-centric, but not every company is keeping up. Customers now expect companies to be as easy to reach as their friends are.

Customer Care 242

Customer Care Customer centricity Analytics Coaching 242

Russel Lolacher

OCTOBER 28, 2019

74% of Millennials (18-34) and 58% of GenX (35-54) have a better opinion of organizations that provide social media customer care – Microsoft . The secret weapon in social customer care isn’t that much of a secret, it’s all in the name. Great social customer care can do the same.

Customer Care 45

Customer Care Advertising Feedback Customer centricity 45

CSM Magazine

JUNE 27, 2022

For example, a bill sent by text should be short and simple, whereas presenting a bill on a website or app enables utilities to differentiate by turning the traditional static bills into a more interactive communication.

Customer Care 52

Customer Care Self service Surveys Benchmark 52

Connecting the Dots

JULY 27, 2020

The work of John Goodman and Marc Grainer , two of Customer Care Measurement & Consulting’s principals, led to a customer care revolution in the United States, and for both, an ongoing passion to monitor and continuously optimize the customer experience to create a win-win for buyers and sellers.

Customer Care 62

Customer Care Government Engineering Education 62

Liveops

OCTOBER 11, 2018

However, they came at the expense of deteriorating customer satisfaction. Foreign-based agents, while often skilled and well-educated, present communication challenges which can hinder their ability to help callers in all the dynamic ways that come ingrained for local agents. based customer care. customer care workforce.

Marketing 315

Marketing Virtual Agent Customer Care Call Center 315

COPC

JUNE 22, 2017

The report is intended to help foster the industry’s understanding of what today’s retail customer thinks, expects and desires. We created an infographic to present some highlights from the report. The post Infographic: Retail Customer Care and Brand Loyalty Insights appeared first on COPC Inc.

Customer Care 40

Customer Care Benchmark Customer Experience Management 40

CCNG

NOVEMBER 9, 2022

Maintaining connectedness within a contact center has always presented unique challenges. For example, engagement among customer service agents is demanding due to the one-to-one nature of customer care, the continuous flow of customer interactions and the lack of physical mobility due to reliance on screen-based support systems.

Gamification 195

Gamification Customer Experience CCNG Employee engagement 195

Chad Schaeffer

NOVEMBER 14, 2013

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. I’ll be presenting along with Matt Staub ( [link] ) an expert in the field of social care.

Customer Care 48

Customer Care CRM Metrics Marketing 48

CSM Magazine

JANUARY 17, 2020

Ernst & Young’s study found that 40% of customers decide to continue insurer relationships because of the quality of the experience. Customer support interactions in car insurance can be more emotional in nature than in other sectors; this presents unique opportunities to create a stronger bond with your customers.

Customer Care 52

Customer Care Accountability Customer Support Customer Service 52

BlueOcean

MARCH 7, 2024

Blue Ocean, a world leader in customer care solutions, was named a Finalist today in the “Contact Center Outsourcing Provider of the Year” category in the 18 th annual Stevie ® Awards for Sales & Customer Service. About Blue Ocean Blue Ocean is an award-winning provider of innovative customer care solutions.

Sales 71

Sales Customer Service outsourcing Government 71

Beyond Philosophy

SEPTEMBER 12, 2020

It turns out, customers care a lot about how things look, and it influences their buying (and box-keeping) behavior. This episode of The Intuitive Customer explores the research of Claudia Townsend, associate professor of marketing at the University of Miami at the Miami Herbert Business School. So do many of you, I would guess.

Consulting 284

Consulting Consulting Customer Care Customer Experience 284

Natalie Petouhof

JUNE 12, 2015

Tweet Social Customer Care has become an expectation amongst consumers. In this session learn how HP, ALEX AND ANI and Honeywell not only provide exceptional service to their customers through social channels, but how they capitalize on these interactions as a marketing opportunity. Speakers: Jessica Woodbury, Sr.

Customer Care 58

Customer Care Marketing Sales Customer Service 58

CCNG

OCTOBER 14, 2021

Ryan Bradley, recently former VP Selective Insurance, head of customer care, has held a variety of contact center leadership roles primarily in the insurance industry (Farmers, Erie, Selective).

Contact Center 195

Contact Center CCNG Employee engagement Consulting 195

TechSee

NOVEMBER 7, 2023

Hotpoint partnered with leading computer vision technology company, TechSee to introduce a live video and augmented reality platform, turning their call center into an interactive customer care support team. “Our customers can contact the company through the phone or via social media around the clock.

Customer Experience 124

Customer Experience Engineering Call Center Technology 124

Beyond Philosophy

FEBRUARY 10, 2022

For example, organizations are motivated to care about Customer Experience because it’s what their customers care about, and customer reactions to experiences drive the results at the bottom line. Stuart says the successful transformation of data into wisdom starts with setting the right mindset about data.

Customer Experience 416

Customer Experience Consulting Consulting Metrics 416

Natalie Petouhof

JUNE 29, 2019

Five Years of Social Customer Care: The Pig Puts on Some Lipstick and the Fish Come Out to Play 06aug14 1. Five Years of Social Customer Care: The Pig Puts on Some Lipstick and the Fish Come Out to Play! Arranged by Guy Stephens #SocialCustCare 2. 2 | Five […].

Customer Care 40

Customer Care 40

Blueship Call Center

SEPTEMBER 12, 2023

Every company wants to develop fruitful customer connections. Managing complicated orders presents difficulties for producers, distributors, and retailers. Typically, customer care outsourcing companies offer this sort of process and assistance. You may simply hire a third party to complete some chores.

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outsourcing Customer Experience Customer Care Sales 68

TMP Direct

MAY 24, 2017

The event provided insightful discussion and presentations on the latest trends and challenges in the world of consumer affairs. TMP Direct attended the SOCAP Spring Symposium in Chicago. We brought actionable ideas back and are applying them to our Client programs and internal training efforts.

Customer Care 40

Customer Care 40

TMP Direct

MAY 24, 2017

The event provided insightful discussion and presentations on the latest trends and challenges in the world of consumer affairs. TMP Direct attended the SOCAP Spring Symposium in Chicago. We brought actionable ideas back and are applying them to our Client programs and internal training efforts.

Customer Care 40

Customer Care 40

ShepHyken

APRIL 28, 2021

Our colleague here at Shepard Presentations, Nate Jones, shared a story about something that recently happened to his father. This is a great customer service training lesson. So, he calls the dealership’s customer service number, which was actually a support center for all of that brand’s dealerships in the U.S.

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Scripts Transportation Customer Support Customer Service 435

LiveVox

DECEMBER 27, 2021

From an impromptu shift to working remotely to an uptick in inbound volumes, customer care teams were on the frontlines of work disruption this year. This year has presented many new challenges in customer service. The post Top Customer Service & Call Center Challenges appeared first on Livevox.

Call Center 52

Call Center Customer Service Customer Care Contact Center 52

Interactions

JANUARY 26, 2023

The telephone is still a popular customer service and support channel, but unstructured voice communications present security risks and compliance challenges, particularly in a work-from-home (WFH) environment. But so are the reasons why it presents such security risks in a WFH setting.

Customer Service 62

Customer Service Healthcare Contact Center Surveys 62

Customer Interactions

JULY 7, 2015

And amidst all this diversity – we all have one common thread: we do great things for our customers and companies with analytics. SpeechTek 2010 is in full swing. I love SpeechTek – what a great opportunity to meet up with peers doing amazing things with analytics from all over the country and from so many different industries.

Analytics 28

Analytics Customer Care Healthcare 28

BlueOcean

OCTOBER 4, 2023

Finding Bilingual Support That Suits Your Customers Best We’re an onshore Canadian contact center outsourcer and pride ourselves on delivering sophisticated (bilingual) customer care through strategic partnership. It’s our thing. So, of course, we’re biased.

Customer Support 124

Customer Support Bilingual agents outsourcing Contact Center 124

Beyond Philosophy

SEPTEMBER 17, 2020

You will recall that Framing Effects refer to how the way you present choices affects people’s perception of them. Townsend did another study with Julio Sevilla about the amount of space between items in a retail setting and how that affected customer behavior. Realize that aesthetics matter when customers look at things.

Consulting 409

Consulting Consulting Customer Experience Customer Care 409

Zappix

FEBRUARY 6, 2024

Prakash Guggilam, CTO at Zappix, commented, “Zappix Digital Outreach has been enhanced to enable businesses to adopt a Proactive Customer Care approach. Our innovative solution not only digitizes engagement but also streamlines workflows, all while personalizing content for our customers.

Interactive Voice Response 52

Interactive Voice Response Analytics Self service Enterprise 52

ShepHyken

NOVEMBER 11, 2016

I once presented at an event hosted by one of the University of Michigan campuses, and enjoyed dinner with my client after the program. After that program I presented on August 23rd, Marilyn and I again enjoyed dinner together. But, there are plenty of other great speakers out there who also present great programs, as well.

Entertainment 283

Entertainment Morale Sales Personalization 283

Quiq

AUGUST 24, 2021

eCommerce’s rise has also led to an increase in customer care needs – As more purchases take place online, brands are also facing a sharp escalation in customer care inquiries related to order management and more. Reroute Off-Hour Care Inquiries to Self-Service Messaging To Drive Conversions.

Self service 74

Self service Customer Care Upselling Customer Support 74

Skybridge

FEBRUARY 6, 2023

One of the most emotional connections your customers establish with your brand will be determined by what happens when they reach out to a brand for help. Every day, customer loyalty opportunities present themselves at the contact center, each one maximized or squandered in a matter of minutes (sometimes seconds).

Customer centricity 52

Customer centricity Customer Care Contact Center Sales 52