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5 Ways Support Teams Can Prepare for the COVID-19 Holiday Rush
GetFeedback
NOVEMBER 1, 2020
How to provide the best customer service and support during this unprecedented holiday season. Guides
Customer Service Related Topics 
National Customer Service Week 2021!
Myra Golden Media
JUNE 29, 2021
Mark your Calendars for October 4 – 8, 2021, because we’re celebrating National Customer Service Week! This year’s theme is, Celebrating the Heart of Service. Customer Experience Design
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Top 10 Customer Service Acronyms to Use Every Day
Steve DiGioia
MAY 17, 2021
Great customer service. That’s what our customers want and that’s what we wish to provide. In today’s post, I compiled my list of the top 10 customer service acronyms to use every day. It was about finding solutions for a customer and finding their pain points ”.
Thanksgiving Week Special: A Recipe for Amazing Customer Service
ShepHyken
NOVEMBER 25, 2020
Always thinking about how everything in life ties to customer service, I wondered, “What is a good recipe for customer service?” Leadership defines the customer service and CX vision for everyone to follow.
5 Ways to Engage Employees for Immediate Impact
Speaker: Vicki Brackett, Author and COO of Sinousia
Author of the new book The Leadership Toolbox and Chief Operating Officer of Sinousia, Vicki Brackett shares creative and proven ways to engage your employees in either work at home environment or traditional brick and mortar. These strategies have been vetted by thousands of employees and have a track record of making immediate impact to customer service satisfaction scores, sales conversion, absenteeism and employee retention. When it comes to employee performance, you must be proactive on the front-end, or you are forced to be reactive on the back end!
Small Improvements in Customer Service Create Big Wins
ShepHyken
JANUARY 20, 2021
So, here’s the question to consider: What small change will enhance the experience for the customer, even if it is just by 1%? My friend and client, Jason Bradshaw of Volkswagen in Australia, was tasked with improving the customer experience for the VW dealerships.
How to Avoid Roadblocks to Great Customer Service
ShepHyken
AUGUST 5, 2020
What gets in the way of creating a great customer service experience for you and/or your organization? Is it a process that is clunky, inconvenient and difficult for the customer? This is similar to an exercise that we do in our customer service workshops.
How Much Does It Cost to Give Great Customer Service?
ShepHyken
SEPTEMBER 16, 2020
I recently wrote an article in Forbes about how to get customers to pay more. The focus, of course, was on customer service and experience. Research has irrefutably proven that customers will pay more for a better experience.
Reducing Customer Service Friction
Contact Center Pipeline
DECEMBER 16, 2020
Customer service operations in the hardest-hit industries are still struggling to perform at the most basic level. Customers have taken to social media and have even reached out to the media to share accounts of their time-consuming efforts spent […].
Customer Service Fact #1 – Tip #17
Steve DiGioia
SEPTEMBER 24, 2020
Two staple examples are “The customer is always right” and “It’s more expensive to acquire a new customer than to keep an existing one”. But for me, this is… Customer Service Fact #1. I realize that my paycheck comes from the customers who buy my product or service.
2021 Industry Expert Contact Center Predictions (Replay)
Speaker: Richard Kenny, Sr Marketing Manager - Contact Center, Poly; Roger Lee, VP Customer Success, Gridspace; and Ron Owens, SVP Operations, Avtex
Join CCNG's Fireside Chat for an interactive and energetic discussion as CCNG members share insights and predictions for 2021. Industry experts from Avtex, Poly, and Gridspace will share what they have learned in 2020 to help us prepare for 2021. Each participant will provide recommendations on how to address people, process, technology, and strategy as we continue to serve the needs of our employees and customers in an ever-changing customer service business environment. You will walk away with a revised vision for 2021 and actionable steps to take to better provide for your employees and customers alike.
 11 Customer Service Leaders We Can All Learn FromSteve DiGioia JULY 19, 2021 To say the least, they’re all leaders in their respective fields of customer service, hospitality, social media, consulting, coaching, podcasting, and keynote speaking. 11 Customer Service Leaders We Can All Learn From.  What Does an Allergy Have To Do With Customer Service?Steve DiGioia MARCH 22, 2021 Those of us in the customer service industry focus much on procedures, ease of use, product availability, and the steps of service, to name a few, all in the hopes of providing our customers the best overall experience. Customers should not be worried about food allergens.  Millennial Generation Customer Service – The Ultimate GuideTechSee OCTOBER 9, 2018 This penchant for technology has shaped their consumer behavior and preferences, and brands must tailor their customer service strategies to suit Millennials’ attributes. Key preferences to consider in Millennial generation customer service: Text me, I don’t like to talk: Millennials prefer to communicate over text messaging and rarely make phone calls. They demand highly convenient and fast service. Self-service platforms. Know your customer.  Your customer service “Oh Sh*t Kit”Customer Service Life JULY 23, 2021 It got me thinking about customer service and how, when working with customers, we may not always know what will happen and we need to be ready for anything. What is in my Customer Service “Oh Sh*t Kit” may be different than yours, and that’s great.  2021 Industry Expert Contact Center PredictionsSpeaker: Richard Kenny, Sr Marketing Manager - Contact Center, Poly; Roger Lee, VP Customer Success, Gridspace; and Ron Owens, SVP Operations, Avtex The new year is just around the corner. It's time to plan for the ever-changing needs within our industry. On December 3rd, join CCNG's first ZOOM Fireside panel discussion. It will be both interactive and energetic as several CCNG members share insights and predictions for 2021. Join industry experts from Aria, Poly, and Gridspace as they share what they have learned in 2020 in order to prepare us for 2021. Each participant will provide recommendations on how to address people, process, technology, and strategy as we continue to serve the needs of our employees and customers in an ever-changing customer service business environment. Bring your questions and lessons learned to share with the group! Sign up today! You will walk away with a revised vision for 2021 and actionable steps to take to better provide for your employees and customers alike. Learn how to address, manage and utilize: People Process Technology and Implementation Strategies for 2021.
 Why Customer Service Is Not an “Entry-Level” PositionContact Center Pipeline JULY 28, 2021 Phone calls accounted for 99% of customer […]. Agent Development agent compensation agent development agent job profiles agent skills call center contact center customer service skills team leader skills work-from-home skills  The Shortest Customer Service Keynote Speech Ever!Shep Hyken JULY 21, 2021 In my latest book, I’ll Be Back: How to Get Customers to Come Back Again and Again , I share a story about the shortest customer service keynote speech I’ve ever delivered. The shortest customer service speech ever …. “BE I’ve written about today’s topic before.  Create Your Customer Service MantraShepHyken DECEMBER 7, 2016 Along those lines, I want you to come up with a customer service promise. For some companies, their tagline is their customer service promise. For example, Zappos.com ’s tagline is Powered by Service. Three words that exhibit a commitment to the customer. And, that love they show their clients is in the form of delivering amazing customer service, keeping promises to customers and more.  The Customer Service GapShepHyken JANUARY 31, 2018 I’ve written about the customer service gap before. The second version of the gap focused on narrowing the distance between you and your customers. The closer you are to your customers, and the more you are meeting their needs, the narrower the gap is between you and your customer. This also puts your competition further away from your customers. In a truly customer-focused organization, you might even see the gap reversed.  Customer Engagement + Bots: Connect with your customers in a new waySpeaker: Noel Roberts, CTO and VP of Marketing, Aria Solutions Join CCNG member Noel Roberts of Aria as he discusses how to leverage chatbots to deliver excellent customer service that improves the customer experience and drives ROI. We’ll look at some of the challenges facing organizations, including common pitfalls, and will recommend ways to avoid them.  Customer Service Week: A Time to Celebrate Customers AND EmployeesShepHyken SEPTEMBER 30, 2020 And of course, one of my favorite “holidays” is National Customer Service Week , which happens the first full week of October each year. Traditionally, Customer Service Week has been the time to highlight and celebrate the great work employees do to take care of their customers.  Is Outsourcing Customer Service Really Worth It?Ansafone JULY 30, 2021 In the business world, owners must choose whether to handle customer service in-house or outsource to a third-party contact center. Today, many companies decide to outsource their customer service department, but is it worth it?  Guest Post: Improving Employee Experience for Your Customer Service TeamShepHyken FEBRUARY 19, 2021 She shares a 3-step guide on how to improve the employee experience while maximizing customer engagement. Where would a business be without a customer service team? There’s no denying that without an effective customer service team , a business would fall apart.  Landscaper Customer Service – Tip #23Steve DiGioia JANUARY 7, 2021 I like to call it “ landscaper customer service ”. Whether I’m home or not their service is the same. How Can You Get Landscaper Customer Service? Great Teams = Great Service. RELATED POST > Bigfoot Customer Service.  Building Your CX of the Future - Take the First Steps TodaySpeaker: Chris Bauserman, VP Segment and Product Marketing, NICE inContact Building a best-in-class customer service team and customer-centric organization is a marathon, not a sprint. Join CCNG and Chris Bauserman, VP Segment and Product Marketing for NICE inContact, for a discussion and set of tools that you can use to benchmark your operations and identify the next best action your organization can take to build your CX of the future.  Omnichannel customer service, explainedTethr MAY 24, 2021 You know all about multi-channel customer service, the phenomena that swept the service world around the time of social media, chat channels, and online support tickets. Multichannel was the beginning, the new dawn after a long night of service limited to phone calls only.  How to Stop Giving Customer Service Like a Useless ScarecrowSteve DiGioia MARCH 8, 2021 Today’s post tells you how to stop giving customer service like a useless scarecrow. 3 Examples of Scarecrow Customer Service. RELATED POST: 6 Customer Service Facts For Every Business. Do Customers Care About Employee Uniforms?  7 New Technologies to Improve Customer Service in 2021TechSee MAY 19, 2021 In the last few years, the customer service domain has experienced an awakening with the rising awareness of the benefits of delivering a good customer experience. New Technologies to Improve Customer Service. Raise customer service efficiency with RPA.  2020 Business and Customer Service Experience TrendsCCNG MARCH 12, 2021 Today's consumers are shopping online more now than ever but find the overall service experience inadequate. The COVID-19 pandemic intensified the need for companies to make the customer experience as effortless as possible. The global pandemic has forever altered customer behavior.  Why Conversational AI Is Key to Customer Service in the Customer Experience EraAdvertiser: Interactions LLC In today’s hyper-competitive market, every business must become a customer experience-first business. Customer satisfaction has become more important than price or any individual feature. Read the new Tractica white paper to learn how important conversational AI is to your CX strategy.  VIRTUAL CUSTOMER SERVICE WORKSHOPSMyra Golden Media APRIL 3, 2020 Keep remote employees’ skills sharp with our customized, engaging, live virtual training. Book Your Virtual Customer Service Workshop Now! Customer Experience DesignWe start with a video conference to learn about your challenges and goals.  The Customer Service Experience Doesn’t Begin with the GreetingShepHyken 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 friendly voice comes on after you, the customer, may have already spent 30 minutes holding.  Customer Service Trends 2020TechSee DECEMBER 31, 2019 Companies now know that customer experience is the key competitive differentiator. Their customers are more likely to make repeat purchases, to try additional products or services, and to recommend the brand to family and friends. Computer Vision-powered self-service.  What Makes Good Customer ServiceShepHyken SEPTEMBER 20, 2017 National Customer Service Week is coming up the first week in October. This is a time to appreciate employees for doing a great job taking care of customers. And, of course, there is showing some love and appreciation to your customers. What makes good customer service?” While all that – and more – can create good customer service, there is an even bigger answer. We cannot determine if we give good customer service.  The Challenges of Omnichannel: Why so Many Contact Centers Struggle with Digital Self-ServiceAdvertisement to meet customer expectations for digital service Social Media Voice of the. Customer. Digital Self Service Tweet this Customers want digital self- service options, such as chat and. said self-service availability. customers to order their favorite.  Customer Service Is a Habit (So Is Bad Customer Service)ShepHyken OCTOBER 4, 2017 This week is National Customer Service Week. Happy Customer Service Week! It became a book, officially titled, Be Amazing or Go Home: Seven Customer Service Habits that Create Confidence with Everyone. Delivering good customer service is a habit. You practice it day after day on real customers. You may even get special customer service training.  But Does She Have Customer Service Skills?Steve DiGioia SEPTEMBER 2, 2019 Then someone says, Wait, does she have customer service skills? I don’t care what her resume says, does she have the skills we need to properly take care of our customers? Does she have customer service skills? Every business, whether they sell cars, software, or chicken nuggets is in the customer service business. How we relate to a potential customer takes a skill set that cannot be taught in school or a few specialized programs.  Who Owns Customer Service?ShepHyken MARCH 8, 2017 Customer service is what I’m all about. It is my life’s mission to help companies create a customer service experience that customers think is amazing. But, surely some company that is totally focused on their customers would already own it. Well, it was expensive, at least by my standards… unless I wanted to have an asset that would brand me to customer service forever. These are the brands known for amazing service.  Three tips for delivering great omnichannel customer serviceCallminer JULY 27, 2021 As customer expectations shift, more and more expect a seamless experience across channels. Organizations need to deliver omnichannel customer service  The Employee Factor - Perfecting Your CX From WithinSpeaker: Dennis Snow, President, Snow & Associates Too often, organizations and their CX experts only look at the company's relationship with the customer to look for improvement. While it's essential to creating the perfect customer journey, it's only one aspect. It's time to look within: your employees' relationships with each other, and with the company. This webinar will provide you with strategic tools that can be used to raise the bar of service throughout your organization. © Aggregage 2021 |
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