ShepHyken

SEPTEMBER 3, 2021

She writes about how contact center agents can maximize productivity and provide a better customer experience. Research shows that 86% of agents feel they don’t have the resources or the authority to deal with customers effectively, which hurts productivity and service quality. Automates repetitive CX operations

Customer Experience 379

Customer Experience Management Contact Center Engineering 379

CCNG

MARCH 12, 2021

Today's consumers are shopping online more now than ever but find the overall service experience inadequate. According to The Northridge Group's State of Customer Service Experience 2020 report, as a result of COVID-19, 68% of consumers have increased their online shopping and plan to continue at this increased rate post-pandemic.

Customer Service 370

Customer Service CCNG Self service Contact Center 370

TechSee

NOVEMBER 27, 2024

Customer experience, or CX, is a fundamental component that determines the success of a business. Companies thriving today recognize that finding ways to improve customer experience is not just an option but a strategic necessity for 2025, with all the opportunities and challenges that it entails, and beyond.

Customer Experience 124

Customer Experience Customer centricity Average Handle Time Telecommunications 124

CCNG

MAY 7, 2025

I mean, sure he had syphilis and no plumbing, but he also had zero expectations of air travel, Netflix, or customer service surveys. They had cut their wait times from 3 hours to 1 hour. And in the world of customer experience, managing expectations is just as importantmaybe more sothan delivering excellence.

CCNG 195

CCNG Government Wait times Call Center 195

ShepHyken

OCTOBER 1, 2021

This week we feature an article by Jason Grills, Customer Support Expert at ProProfs , a company that provides software that empowers organizations to deliver happiness to their customers and employees. He writes about what automated customer service can do for your business. What is Automated Customer Service? .

Customer Service 412

Customer Service Chatbots Interactive Voice Response Customer Support 412

ShepHyken

APRIL 29, 2025

These matter, but as Ive been preaching for decades, the differentiator is the customer experience. And specifically, the experience I want to focus on in this article is convenience. These five words, So you dont have to, form a statement that embodiesthe essence of creating a convenient customer experience.

Wait times 205

Wait times Customer Service Customer Experience 205

CSM Magazine

FEBRUARY 24, 2025

Long wait times frustrate customers, to the point that they feel that long hold times are the most annoying part of customer service. Call centers which use AI technology tackle these problems head-on, reducing wait times and improving first-call resolution. AI analyzes customer behavior.

First call resolution 52

First call resolution Wait times Call Center Customer emotions 52

ShepHyken

DECEMBER 23, 2020

You call the customer service hotline. A pleasant customer support agent picks up the phone and enthusiastically greets you, ready to help resolve your problem or answer your question. The hold time consists of music interrupted by the occasional recording that claims, “Your call is very important to us. Two minutes?

Customer Service 323

Customer Service Entertainment Wait times Customer Support 323

Connect

OCTOBER 15, 2024

This is the reality for many internal users grappling with a poor network user experience (NUX). Fortunately, the emergence of AI-driven networks offers a powerful solution that can significantly enhance both NUX and customer experience (CX). About ‘ Connect.

Customer Experience 94

Customer Experience Morale Cloud contact Wait times 94

ShepHyken

DECEMBER 21, 2016

I bring up the holidays as an example when many companies ramp up their customer service. Last year Walmart recognized a big “friction point” with customers was waiting in long lines to check out, so they made a public statement that they would staff all checkout lanes to help make the wait shorter.

Customer Service 269

Customer Service Wait times Sales Customer Support 269

ShepHyken

FEBRUARY 8, 2019

This week we feature an article by Christa Heibel who writes about how important employee feedback is to a successful customer service experience and high CSAT ratings. – Shep Hyken. In my past experience as both a consultant and owner/operator of a BPO, I understand that CSAT surveys tend to get all the attention.

Feedback 254

Feedback Customer Experience Abandon rate Surveys 254

ShepHyken

MAY 30, 2023

Slutsky looked at the long hold issue and came up with a solution to create a frictionless customer experience. The ultimate solution would have been eliminating the hold, but that wasn’t feasible for first-time callers. 2 to manage the wait time new patients experience. What can we do to ease the pain?

Wait times 403

Wait times Customer Experience Marketing Customer Service 403

Hodusoft

JANUARY 17, 2025

Top 7 Tips for Reducing Wait Times in Microfinance Customer Support Using IP PBX Call Routing “Dear customer, please hold. ” We all have heard this pre-recorded audio message at some point in our lives when we call a customer support number. Your call is important to us.”

Wait times 52

Wait times Interactive Voice Response Customer Support Call flow 52

CCNG

AUGUST 28, 2024

By rapidly embracing digital tools like AI, Analytics, and Automation, contact centers are completely changing how they function and deliver customer experience. By automating certain actions, contact centers can reduce resolution time and ensure consistency and accuracy in handling customer inquiries and data entry.

Contact Center 195

Contact Center Interactive Voice Response Customer Experience CCNG 195

ShepHyken

NOVEMBER 11, 2019

Each week I read a number of customer service and customer experience articles from various resources. 3 Ways Store Layout Decisions Impact on Customer Experience by Oisin Ryan. ServiceDock) The following covers three of the most common and obviously non-customer-centric strategies that retailers use.

Customer Service 236

Customer Service Customer centricity B2C B2B 236

TechSee

JULY 18, 2019

There’s also a 126-page user guide that raises your blood pressure every time you turn a page, but you manage to set it up… after about an hour. You call the customer service number printed clearly on the DVD cover, and your IVR-directed call is picked up by Tier 1 support in less than two minutes. Customer effort matters.

Customer Experience 207

Customer Experience Wireless Self service Contact Center 207

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? based customer support rep.

Customer Service 473

Customer Service Feedback Wait times Customer Support 473

TeleDirect

MARCH 20, 2025

How to Improve Call Center Customer Service How to Improve Call Center Customer Service is a critical consideration for businesses striving to enhance customer satisfaction and build brand loyalty. This not only saves time but also enhances the customer experience.

Call Center 62

Call Center Multi-channel support Customer Service First call resolution 62

TeleDirect

JANUARY 7, 2025

If your team is overwhelmed, or if customers are expressing dissatisfaction, it may be time to consider implementing a call center. A professional call center can help streamline operations, enhance customer experience , and ensure your business stays competitive in todays fast-paced environment.

Call Center 126

Call Center Wait times Abandon Call Multichannel 126

Beyond Philosophy

NOVEMBER 11, 2014

When the Marriot Marquis in Times Square, NYC introduced a new $11m smart elevator system to deal with elevator long wait times they ended up totally confusing and frustrating people.

Marketing 418

Marketing Customer emotions Customer centricity Employee engagement 418

TechSee

JUNE 29, 2023

AI is rapidly becoming a critical tool in customer service. AI will streamline, augment and, in many cases, automate the customer experience and improve customer satisfaction. Getting there will require a broader perspective on service. Deploying this AI will require more than simply upgrading a chatbot.

Chatbots 202

Chatbots Customer Service Wait times APIs 202

ShepHyken

OCTOBER 19, 2020

Each week I read a number of customer service and customer experience articles from various resources. What Is Voice of the Customer and What Does it Mean for Customer Experience? 37 Customer Experience Statistics You Need to Know for 2021 by Toma Kulbyt?. by Scott Clark.

Customer Service 207

Customer Service Chatbots Metrics Wait times 207

CCNG

MAY 10, 2023

Despite what industry experts may profess, customer service isn’t getting any better. While customers expect immediate answers to their inquiries, efficient order processing, and fast shipping, there’s no indication that fulfilling these expectations is improving customer service. But I do have my own experiences.

Customer Service 195

Customer Service CCNG Journey mapping Consulting 195

Global Response

JUNE 17, 2025

Read Time: 9 minutes Table of Contents Introduction The climate of customer service work is always changing, and the expectations of customers continue to evolve. Businesses have always competed to create the finest products and services, hoping to sell them at the most competitive prices.

Customer Experience 62

Customer Experience Contact Center outsourcing CRM 62

TeleDirect

MARCH 14, 2025

24/7 Call Center Solutions: Enhancing Customer Experience Around the Clock 24/7 Call Center Solutions are essential for businesses aiming to provide seamless customer support, enhance customer satisfaction, and stay competitive in todays fast-paced marketplace. Higher conversion rates by capturing leads at any time.

call center solutions 62

call center solutions Call Center Multi-channel support Abandon rate 62

Global Response

MAY 13, 2025

Read Time: 7 minutes Table of Contents Introduction Customer service is an essential part of business success. Whether it’s making an excellent first impression or setting the stage for long-term loyalty, the level of customer service you provide does a lot of heavy lifting.

Customer Service 62

Customer Service First call resolution Customer retention industry standards 62

ShepHyken

JULY 25, 2022

Each week I read many customer service and customer experience articles from various resources. My Comment: Many companies are finding it difficult to create a great customer experience due to getting and keeping good employees. CX + EX: The Formula for a Customer-Obsessed Culture by Nathan Eddy.

Customer Service 37

Customer Service Chief Customer Officer Automotive Wait times 37

Joe Rawlinson

NOVEMBER 3, 2024

Customer service goes beyond responding to queries or concerns. This means shorter response times and improved resolution rates. This further boosts customer loyalty and encourages repeat purchases. Quick Response Times Implementing bank card scanning substantially decreases wait times.

Customer Service 78

Customer Service Upselling Advertising Banking 78

TeleDirect

FEBRUARY 3, 2025

10 Tips for Delivering Exceptional Customer Service in Call Centers Providing high-quality customer service is the foundation of a successful call center. 10 Tips for Delivering Exceptional Customer Service in Call Centers will help agents improve interactions, boost customer satisfaction, and enhance brand loyalty.

Call Center 62

Call Center Customer Service First call resolution outsourcing 62

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. Even millions!

Marketing 225

Marketing Customer Service Airlines Self service 225

ShepHyken

AUGUST 28, 2020

In addition to speeding up the checkout process, there are many other ways contactless pay technology helps improve the customer experience and operational efficiency. Here are some advantages of adopting contactless pay technology: FOR CUSTOMERS: Convenience and Ease of Use. Improved Customer Loyalty.

Customer Experience 236

Customer Experience Technology Sales Government 236

Global Response

MAY 27, 2025

Read Time: 13 minutes Table of Contents Introduction For any business that works directly with other businesses, business-to-business (B2B) customer service is a crucial part of business strategy, affecting everything from client retention to long-term revenue. What is B2B customer service?

B2B 62

B2B Best practices Technology Customer Service 62

ShepHyken

OCTOBER 1, 2023

Each week, I read many customer service and customer experience articles from various resources. In an age where products and services are often similar, it’s the memorable and positive interactions that truly distinguish one brand from another. Here are my top five picks from last week.

Customer Service 179

Customer Service Average Handle Time Contact Center Metrics 179

TeleDirect

JUNE 6, 2025

Whether you’re handling customer service, technical support, or lead intake, tracking the right metrics—often referred to as key performance indicators (KPIs)—is essential for operational success. These data points guide decisions, improve customer experience, and ensure accountability at every level.

Call Center 98

Call Center Metrics Abandon rate Benchmark 98

ShepHyken

MAY 30, 2022

Each week I read many customer service and customer experience articles from various resources. CustomerThink) Considering the cost of attracting new customers ­– one estimate is seven times more than keeping existing ones – many companies would do better to focus on retaining their engaged enrollees.

Customer Service 35

Customer Service Customer retention Wait times Self service 35

CSM Magazine

OCTOBER 15, 2024

To excel in customer service, it’s essential to understand what works and what doesn’t. Here’s a comprehensive list of 21 customer service do’s and don’ts that can transform your interactions and create memorable experiences.

Customer Service 52

Customer Service Scripts Feedback Wait times 52