aircall

FEBRUARY 21, 2018

High customer service attrition rates can sink an otherwise promising business, but this stubborn problem is solvable. Customer support can, unfortunately, feel limiting in this way. The repetitive nature of answering phone calls paired with mandatory scripts can lead to mental burnout. Defending Against Angry Customers.

Customer Service 91

Customer Service Scripts Customer emotions Personalization 91

Vonage

MARCH 26, 2018

Personalized customer service is about treating people as individuals. In an age where customers can buy into your products and services from almost anywhere in the world, this has become increasingly complex. No customer wants to feel ‘processed,’ and how reps respond to someone that is angry or upset is crucial.

Personalization 58

Personalization Interactive Voice Response Customer Experience CRM 58

Beyond Philosophy

MARCH 29, 2016

They used identical scripts, but the stakes were higher for some participants than others. When our consultants stand in the place of customers, they carefully evaluate the subconscious and emotional elements of the customers’ experience as well as the rational and practical ones. Do you believe them? Probably not.

Consulting 150

Consulting Consulting Advertising Scripts 150

Fonolo

SEPTEMBER 30, 2022

While product knowledge, scripts, and protocols are important parts of training your agents, neglecting call center soft skills can affect your call center’s performance. After all, service roles are all about building relationships and rapport—and that’s much more difficult to achieve over the phone or chat. Active listening.

Call Center 81

Call Center Scripts Contact Center Average Handle Time 81

ProProfs Blog

MARCH 28, 2019

Customers are sick and tired of hard sell copy so they don’t wish to deal with companies that forget to consider their pain points, needs, and preferences. Heck, even Steve Jobs listened to his customers and asked his employees to “begin with the customer experience and work backward to the technology”. Finish Strongly.

Customer centricity 83

Customer centricity Scripts Education Healthcare 83

Playvox

FEBRUARY 1, 2024

The meaningful insights from consumer sentiment analysis are an essential component of a customer-centric strategy because they indicate the actions needed for improvement. What Is Customer Sentiment Analysis? Accurate analysis of customer sentiment takes thought and effort. The key is to not rely on one input.

Contact Center 93

Contact Center Best practices Surveys Feedback 93

Customers That Stick

DECEMBER 15, 2014

Welcome to the Monthly Mash, a mashup of tools, tales and tips on customer service and the customer experience from around the blogosphere. Thoughts on the Customer: The Sympathetic Holiday Shopper. The Month in Customer Service Blogging. Content and happy employees make content and happy customers.

Surveys 126

Surveys Customer Care Scripts Contact Center 126

VocalCom

MAY 29, 2017

Social media channels offer a wealth of information regarding your customers’ satisfaction levels. First, it’s critical to analyze your brand’s customer service interactions on these channels to determine how efficient your service actually is. Use different kinds of customer surveys. Monitor social media channels.

Abandon rate 48

Abandon rate Contact center software Average Handle Time Contact Center 48

Balto

NOVEMBER 28, 2023

Introduction to Call Center Quality Management Defining Quality Management in Call Centers Call center quality management comprises the processes and practices that involve monitoring and evaluating call center agent performance for the purpose of improving it to ultimately enhance the overall customer experience.

Quality management 52

Quality management Call Center Management Contact Center 52

ProProfs Blog

JUNE 21, 2019

A key benefit of such customer interviews is that you can get detailed feedback on your product. This feedback can enhance the customer experience, which ultimately leads to higher customer retention for your company. Stay tuned to learn how this customer support tool can help you not to lose on your existing customers.

Customer retention 95

Customer retention Sales Marketing Scripts 95