ShepHyken
APRIL 23, 2024
That creates confidence and increases overall customer satisfaction. In the customer service world, we could consider this to be ongoing training that keeps your employees sharp with the latest tools and technology to help provide the best possible support and experience. Alignment: We want to keep the car in alignment.
ShepHyken
AUGUST 14, 2023
When employees feel connected to the brand and enjoy the experience they deliver, it translates into a better connection with customers. Training is crucial in aligning employees with the brand’s unique experience. Brands should aim to bridge the gap between their brand image and customer experience.
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ShepHyken
JANUARY 30, 2024
It’s how a customer is treated at every step of doing business with you. We recently had a client say their training budget didn’t have money allocated to customer service training. Typically, companies spend a lot of money training salespeople, which often falls under the sales budget, not the training budget.
ShepHyken
FEBRUARY 13, 2024
Functionality versus customer experience: Do they belong together? And both dealerships – Ford and Ferrari – provide stellar customer service. While both may appreciate a good customer experience, one wants a different product experience. Here’s another example. The Ford costs about $25,000.
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To find how contact centers are navigating the transition to omnichannel customer service, Calabrio surveyed more than 1,000 marketing and customer experience leaders in the U.S. about their digital customer communication strategies. Read the report to find out what was uncovered.
ShepHyken
AUGUST 21, 2023
To provide exceptional customer service, it is essential to have a dedicated customer support team that is well-trained and equipped with the right tools and technology. Respond quickly and be available through your customers’ preferred channels, such as phone, email, text, and social media. .
ShepHyken
JANUARY 29, 2024
What is the key to successfully transforming work culture to better serve customers? Why must employees in all roles understand how their actions impact the customer experience, regardless of direct customer contact? Break down silos and encourage collaboration to deliver amazing customer experiences.
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What does it take to engage agents in this customer-centric era? Download our study of 1,000 contact center agents in the US and UK to find out what major challenges are facing contact center agents today – and what your company can do about it.
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A recent Calabrio research study of more than 1,000 C-Suite executives has revealed leaders are missing a key data stream – voice of the customer data. Download the report to learn how executives can find and use VoC data to make more informed business decisions.
Speaker: Laura Sikorski, Contact Center Consultant
Your staff requires appropriate tools and integration to all operational functions of your business to satisfy customer needs. Companies can achieve high customer satisfaction and loyalty when there is appropriate training, coaching, measurement/reporting, and organizational collaboration.
Speaker: Kristina Evey, Customer Experience Expert and Consultant
Join us in this insightful webinar with Kristina Evey, Customer Experience Expert and Consultant, who will provide you with the best methods to ensure that your front line representatives are getting the support that they need. Tune in on August 1st and you will learn about methods such as: Bootcamp Training.
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A survey of 1,000 contact center professionals reveals what it takes to improve agent well-being in a customer-centric era. This report is a must-read for contact center leaders preparing to engage agents and improve customer experience in 2019.
Speaker: Gary Davis, SmartAction CEO
Understanding the work involved before and after you deploy a virtual agent makes all the difference between a poor customer experience and one that’s on par with your best live agent. How automating a customer service call isn’t as simple as using a script from a human interaction.
Speaker: Francoise Tourniaire - Founder of FT Works, Omid Razavi - Chief Advocacy Officer at SupportLogic, and Gregory Walker - Senior Product Manager at SupportLogic
Couple that with a potentially volatile economy and it's clear that organizations must invest in innovative approaches if they want employees who are engaged and informed enough to significantly improve the customer experience and eliminate the high costs associated with agent attrition. How proper coaching can reduce agent burnout.
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If Artificial Intelligence for businesses is a red-hot topic in C-suites, AI for customer engagement and contact center customer service is white hot. This white paper covers specific areas in this domain that offer potential for transformational ROI, and a fast, zero-risk way to innovate with AI.
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