Fonolo

SEPTEMBER 13, 2022

Now, think about how many ripe opportunities you have to ask for customer feedback. You might confuse them with net promoter score or cSAT, but post-call surveys are a much more specific way to gather real-time feedback. Of course, these surveys aren’t a foolproof way to improve customer service experience.

Surveys 150

Surveys Interactive Voice Response First call resolution Feedback 150

ShepHyken

MARCH 28, 2022

Each week I read many customer service and customer experience articles from various resources. Harvard Business Review) Most people believe — and research backs them up — that great customer experience drives revenue growth. Customer Obsession: Being Real, Sensitive, and Personal is a Requirement Now by Sharel Omer.

Customer Service 162

Customer Service Entertainment Personalization Customer Experience 162

ShepHyken

SEPTEMBER 11, 2020

He provides tips and insight on the future of your business and your customers’ expectations. First of all, the digital world is growing faster than ever. We are now entering a hybrid world where almost every aspect of our lives will include a digital component. New Customer Behavior. This is a turning point.

Customer Experience 320

Customer Experience Customer centricity Government Healthcare 320

ShepHyken

NOVEMBER 23, 2018

This week we feature an article by Pascal van Opzeeland who writes about the quality of customer support and what it takes to provide great customer support. – Shep Hyken. What makes a customer support interaction good or bad? To be good, a customer support interaction needs to be…. Element #1: Fast.

Customer Support 264

Customer Support Customer effort Self service Metrics 264

Fonolo

FEBRUARY 27, 2023

Self-service is one of the biggest topics in CX and in the contact center world right now. While the industry is no stranger to new technologies and automation, modern self-service tools have really changed the game when it comes to supporting customers. Now consumers really prefer and expect self-serve options.”

Self service 142

Self service Contact Center Chatbots Consulting 142

Lumoa

FEBRUARY 14, 2024

From social media posts to Google and Yelp reviews, every buyer can recount their customer experience with your company to a global audience. It is no wonder, then, that businesses have started paying much closer attention to their customer experience (CX) strategy. Reviewing your existing CX strategy is a good place to start.

Customer Experience 83

Customer Experience Chatbots Analytics SaaS 83

ShepHyken

JANUARY 17, 2022

Each week I read many customer service and customer experience articles from various resources. 7 Customer Service Skills Every Business Needs by Renee Johnson. The Tech Report) Much of the customer mindset will remain a mystery. 6 Ways To Create a Consistent Customer Experience by John R.

Customer Service 168

Customer Service Journey mapping outsourcing Customer Experience 168

Beyond Philosophy

OCTOBER 21, 2021

We know from industry research and personal experience that despite all the attention on it, Customer Experience is either stagnating or not getting the results CEO’s desire. However, that was a long time ago now. Today, COVID is an excuse for organizations to deliver poor service. They had to adapt, quickly.

Chief Customer Officer 195

Chief Customer Officer Contact Center CRM Call Center 195

Beyond Philosophy

APRIL 16, 2021

These rules for managing company politics are here because no one ever officially tells you how to deal with them. Realize that sometimes you need to lose a battle to win the war. Focus on the customer. The larger the organization, the more power you had. There is a surprising lack of literature on company politics.

Management 370

Management Consulting Consulting Personalization 370

ShepHyken

JANUARY 18, 2019

This week we feature an article by Tim Houlne who writes about the importance of integrating technology into your business to provide the optimum customer experience. – Shep Hyken. Time to start planning for your 2019 customer experience initiatives. Would you consider that a great customer experience?

Customer Experience 234

Customer Experience Airlines Average Handle Time Contact Center 234

CSM Magazine

MARCH 1, 2024

This vision is closer to reality than you might think, thanks to the rapid pace of technological advancements shaping the cryptocurrency landscape. Revolutionizing Customer Service with Technology In the fast-paced world of cryptocurrency exchanges, providing stellar customer service can be quite a challenge.

Finance 52

Finance Big data Feedback Technology 52

TMP Direct

APRIL 24, 2024

Much before the internet, smartphones and instant access were a thing of the normal, sales support meant knowledgeable salespeople guiding customers through a brick-and-mortar store. The shift in customer behaviour is the shaping factor of evolving Sales support. AI is no more a distant concept.

Sales 40

Sales Business Process Outsourcing Analytics Big data 40

Outsource Consultants

DECEMBER 21, 2023

No one is more excited for the ongoing holiday breaks than you – but, as a call center leader, the holidays often spell operational anxiety too. With spikes in holiday shopping and travel, eCommerce and hospitality sectors see a huge jump in BPO needs. This time of year is crucial for many industries.

Call Center 67

Call Center Virtual Agent outsourcing Upselling 67

Interactions

MARCH 20, 2023

In his 1982 bestselling book Megatrends: Ten New Directions Transforming Our Lives , futurist John Naisbitt forecasted that a high-tech world would demand a high-touch balance. In other words, as technology becomes more advanced and prevalent, there is an increasing need for personal human interaction.

Technology 62

Technology Customer Care Personalization Customer Experience 62

Global Response

OCTOBER 25, 2023

Gen Z is defined as those born between 1997 and 2010, which means they’re coming of age now—between teenagerdom and their mid-20s. In this article, we’ll show you how to effectively cater to your Gen Z audience and how to understand the needs of this new generation. It’s Gen Z, of course. think again. In short: luxury.

Brand ambassadors 62

Brand ambassadors Advertising outsourcing Personalization 62

Comm100

DECEMBER 12, 2023

We all know that the world of customer service and support is constantly on the move. This blog will delve into the top four customer service trends that are expected to take center stage in 2024. Emotional intelligence “In a 2022 study of more than 9,000 U.S.

Customer Service 81

Customer Service Chatbots APIs Government 81

AWS Machine Learning

NOVEMBER 26, 2023

Today, we are excited to announce three launches that will help you enhance personalized customer experiences using Amazon Personalize and generative AI. Amazon Personalize is a fully managed machine learning (ML) service that makes it easy for developers to deliver personalized experiences to their users.

Personalization 102

Personalization Customer Experience APIs Entertainment 102

Comm100

AUGUST 1, 2023

Personalization in customer service – What is it and how to deliver it 71% of consumers expect companies to deliver personalized interactions, according to the latest McKinsey & Co. In today’s digital world, delivering exceptional customer service is paramount to gaining a competitive edge.

Personalization 66

Personalization Customer Service Surveys Advertising 66

Integrity Solutions

DECEMBER 11, 2023

At Integrity Solutions we define prospecting as the process of proactively identifying and contacting potential customers whose problems you can help solve. While we typically think of cold calling in terms of phone calls, depending on the industry, it can also involve digital outreach and even in-person visits.

Sales 98

Sales Accountability Coaching Marketing 98

ShepHyken

NOVEMBER 23, 2018

This week we feature an article by Pascal van Opzeeland who writes about the quality of customer support and what it takes to provide great customer support. – Shep Hyken. What makes a customer support interaction good or bad? To be good, a customer support interaction needs to be…. Element #1: Fast.

Customer Support 169

Customer Support Customer effort Self service Metrics 169

TeamSupport

APRIL 15, 2021

Customers are often in need of assistance and expect smooth interactions with the company. Hence, leading businesses are focused on using technology to humanize their labels and develop service models to withstand this ever-changing business environment. Enhanced Customer Support. High Touch Technology.

Omni-channel support 106

Omni-channel support Customer Support Technology B2B 106

SharpenCX

SEPTEMBER 30, 2020

Customer Experience is no exception. They built goals with the future of omnichannel in mind, and now they’re ahead of the curve. Keep it personal(ized). The future of omnichannel lies in keeping things personal. Some 79% of customers say personalized customer service is more important than personalized marketing.

Chatbots 128

Chatbots Call flow Morale Contact Center 128

SharpenCX

FEBRUARY 24, 2023

A study by Walker found that 80% of consumers expected personalized customer service from businesses across all sectors – and they’re willing to pay more for it, too. In today’s digital age, you can no longer afford NOT to provide personalized experiences for your customers. Make use of technology.

Banking 76

Banking Personalization Customer Experience Chatbots 76

Fonolo

AUGUST 22, 2023

Well, if you work in the contact center space, you may be familiar with using call-backs to offer customers an alternative to hold time. When inbound calls are spiking or agents are busy, customers can select a call-back from the first available agent instead of waiting on the line. The customer is waiting. Now that’s efficient!

Contact Center 67

Contact Center Sales Personalization Customer Service 67

TeleDirect

DECEMBER 14, 2023

According to a recent Salesforce report , 80% of customers believe the experience you provide is as important as your services or products. They want personalized services from companies that know them and understand their needs. When we call them, we know your services or products that could improve their lives.

Call Center 62

Call Center Technology Interactive Voice Response Scripts 62

Nicereply

NOVEMBER 15, 2022

Customer service trends of 2023! We reached out to seven customer service experts to understand what’s just over the horizon in the customer experience world. We wanted their perspective on the challenges customer support teams are facing and the things they need to know before starting a new year. .

Customer Service 98

Customer Service Metrics Employee engagement Customer Support 98

Expivia

FEBRUARY 15, 2024

Traditional models, heavily reliant on vast numbers of agents to handle calls and customer inquiries, are rapidly being outpaced by more technologically advanced methodologies. Transitioning Beyond Traditional Call Handling In an age where customer expectations are sky-high, the old playbook of quantity over quality no longer suffices.

Contact Center 52

Contact Center Business Process Outsourcing outsourcing Technology 52

CSM Magazine

MARCH 22, 2022

The rise of automation in customer service has become more prominent within many industries. How many times have you needed to contact a company and struggled to find the correct department or even just a central phone number? One of the qualities that the customer service sector prides themselves on is communication.

Chatbots 98

Chatbots Technical Support Customer Service Personalization 98

delighted

APRIL 19, 2023

With QR code surveys, it’s easier than ever to get feedback on the go – all the respondent needs is a smartphone. New to QR code surveys, or need a refresher? In this post, you’ll learn everything you need to know about QR code surveys, their benefits, when to use them, and how to create your own in 4 easy steps.

Surveys 88

Surveys Feedback Best practices Marketing 88

Hodusoft

APRIL 17, 2024

Everything You Need to Know About Auto Attendant If you have ever dialed a business phone number, you must have been greeted by an automated system, which then gives you a series of options and routes you to the right agent and department. Read on to know more. But the innovation of entrepreneur and innovator Sanford J.

Real estate 52

Real estate Scripts Interactive Voice Response First call resolution 52

Talkdesk

OCTOBER 8, 2020

Financial services are essential to leading a normal life and being an active citizen and participant in society. Financial services are essential to leading a normal life and being an active citizen and participant in society. Even in the digital sphere, clients value a personal touch. Impact on small businesses.

Banking 119

Banking Chatbots Virtual Agent Contact Center 119

CSM Magazine

MAY 3, 2023

Zenarate partnered with Execs In The Know to survey Customer Experience (CX) leaders to better understand the evolving role of the contact center agent and define CX leaders’ greatest needs for improving agent coaching and training. Survey findings revealed that 47% of CX leaders reported fewer than 100 agents.

Coaching 52

Coaching Telecommunications Contact Center Healthcare 52

Global Response

JANUARY 22, 2024

The global business process outsourcing market is worth more than $260 billion. For one, AI technology can now complete many of the menial, repetitive tasks that were traditionally outsourced. These intelligent systems give personalized care when handling inquiries, providing information, and troubleshooting common issues.

outsourcing 62

outsourcing Healthcare Best practices Business Process Outsourcing 62

Global Response

MARCH 27, 2023

Can great customer service really impact your brand, or is good customer service good enough? In today’s saturated marketplace, customer service matters more than ever. 68% of customers will pay more for products or services from brands known for their excellent customer service.

Customer Service 62

Customer Service Chatbots Self service Personalization 62

ProProfs Blog

FEBRUARY 21, 2020

Has it leveled up your customer support process? That’s because you get to save a lot of time since you can manage more customers and website visitors at the same time. Some of these mistakes could totally kill the customer’s experience with your brand. Customers Wait Too Long for a Solution. You Sound Robotic.

CRM 165

CRM Personalization Customer Support Feedback 165