ShepHyken

APRIL 27, 2020

Each week I read a number of customer service and customer experience articles from various resources. Shake Shack to return $10 million government loan intended for small businesses by Allyson Chiu. ” 15 Customer Service Strategies To Help You Deliver A 5-Star Experience by Forbes Coaches Council.

Customer Service 203

Customer Service Government Coaching Customer Experience 203

CSM Magazine

JANUARY 13, 2022

PCI Pal survey compares opinion between consumers and contact centre professionals in the UK and USA. The survey found however that personal service remains king for UK-based consumers, with a collective 59% preferring some form of person-to-person contact if they have an enquiry about a product, prior to purchase.

Surveys 52

Surveys Customer Service Self service Chatbots 52

Russel Lolacher

MARCH 2, 2021

In BC, I’m the public service director responsible for the government social media customer care for our ministry, but my dad still doesn’t understand what I do. I’m the Director of Web and Social Media Services for the Ministry of Transportation and Infrastructure in the BC Public Service. Thanks, Dad.

Government 52

Government Customer Care Transportation Benchmark 52

GetFeedback

MAY 8, 2019

Customer service is undoubtedly a key player in any company’s customer experience (CX) program. It’s the necessary companion to a great product or service —in fact, 80% of customers say that the experience a company provides is as important as its products or services. This article recaps our findings.

Best practices 107

Best practices Customer Service Surveys Feedback 107

CSM Magazine

SEPTEMBER 21, 2016

For the most part, government has no competition. So why then would government care about providing good customer service? So why then would government care about providing good customer service? Federal Government, it all started April 2011 with an edict from the top. Remodeling your home?

Government 40

Government Customer Service Airlines Transportation 40

CSM Magazine

MARCH 30, 2022

60% of UK household water and energy customers prefer not to call customer service if they can use online tools to solve their problems, according to Macro 4 research. And 60 per cent would now prefer not to call a live customer service person at all if they can solve their issues themselves using online resources.

Self service 59

Self service Real estate Customer Service Wireless 59

DMG Consulting

JUNE 12, 2023

Customer Service Woes? COVID-19 caught companies off guard, and they scrambled very quickly to rework their customer service operations to tackle the disruption that the pandemic caused. There seems to be an increasing number of customer service complaints across industries. It found that 63 percent of U.S.

Customer Service 48

Customer Service Contact Center Self service Government 48

Help Scout

JULY 1, 2021

Often, customer service skills are transferable; however, in some cases there are significant differences that make things a bit more complicated. Take healthcare, for example: Outside of differing cultural norms, there are also laws pertaining to things like storing information or interacting with customers.

Healthcare 104

Healthcare Customer Service Feedback Surveys 104

Call Center Weekly

AUGUST 14, 2017

By Sean Hawkins Let's face it, CSAT (customer satisfaction) is a vital measurement of customer service performance, and rightly so. It's easy (and foolish) to take survey results at face value. Even more so, if the customer isn't given the option to comment or provide feedback on the survey.

Customer Service 136

Customer Service Contact Center Surveys Morale 136

CSM Magazine

MARCH 18, 2024

In an ambitious stride towards enhancing support available for vulnerable customers, Helen Pettifer Training Ltd announces the launch of its new website. The FCA Financial Lives survey indicates that around 47% of all customers have characteristics that could make them vulnerable.

Customer Support 52

Customer Support Government Consulting Consulting 52

Comm100

SEPTEMBER 4, 2022

By making the most of live chat features while working on the human side of live chat interactions, it’s possible to see improved outcomes and deliver superior customer service. With the right mix of automation, communication, and personalization, any agent can provide customers with an outstanding experience.

Best practices 98

Best practices Customer Service Abandon rate Benchmark 98

CSM Magazine

FEBRUARY 24, 2021

MetTel employees have been recognized for demonstrating superior billing-related customer service and going above and beyond for clients during the pandemic. This is the seventh consecutive year MetTel has won Stevie Awards for Customer Service. ” MetTel CX Billing Analyst Far Exceeded Customer Expectations. .

Customer Service 52

Customer Service Government Wireless Enterprise 52

Global Response

JANUARY 9, 2023

68% of US-based businesses outsource some of their business processes—including, commonly, customer service. But is outsourcing your customer service a smart business move? What Is Customer Service Outsourcing? There are three main ways to outsource customer service: offshore , onshore , or nearshore.

outsourcing 62

outsourcing Customer Service Business Process Outsourcing Contact Center 62

CCNG

JANUARY 4, 2023

This white paper endeavors to bring together the latest research on customer pain points and agent challenges, as well as the best ways we see these pain points and challenges being successfully over­ come. Government Industry sectors with the highest levels of callers reporting their biggest pain point is agents not knowing answers.

Customer Experience 195

Customer Experience Contact Center CCNG Self service 195

CSM Magazine

SEPTEMBER 14, 2023

certification across delivery centers and geographies) CX Impacts Business Research shows companies have made progress on the level of customer care provided, but brands still must do better. Customers are seeking out faster, simpler transactions, more consistency across channels, and easier access to live support. enabling 1.3

Journey mapping 59

Journey mapping Government Transportation Customer Care 59

ShepHyken

DECEMBER 23, 2022

Currently, on-premise solutions are the most common, with 88% of organizations using some on-premises UC solutions, according to a recent five-country research survey conducted by Techaisle. Hybrid work is taking the global workforce by storm, but the Techaisle survey found that only 11% of organizations have a hybrid-first mindset.

Surveys 174

Surveys Education Enterprise Technology 174

Eptica

MAY 6, 2020

Date: Wednesday, May 6, 2020 Author: Pauline Ashenden - Demand Generation Manager Are banks building trust through customer service excellence? And banks can help limit the impact of the likely downturn by building new experiences to help their customers manage debt, adjust budgets, and make full use of new government programs.”

Banking 79

Banking Customer Service Multichannel Best practices 79

Vonage

NOVEMBER 24, 2016

But what a challenge for committed service providers! Creating a customer service culture that works can be done. Should your customer service culture be reserved and polite, or outgoing and friendly? The best style to choose will depend on the customer service culture in your establishment.

Customer Service 97

Customer Service Entertainment Government Airlines 97

CSM Magazine

MARCH 5, 2024

For example, older adults may prefer written surveys or telephone interviews, while tech-savvy millennials might lean towards surveys or social media engagement. Online survey tools make distribution easy. These apps can be used to collect customer feedback or conduct surveys. Offer reporting capabilities.

Surveys 52

Surveys Government Feedback Accountability 52

Eptica

MARCH 7, 2018

Date: Wednesday, March 7, 2018 Why surveys aren’t enough for Voice of the Customer success. Author: Taoufik Massoussi Brands understand that they need to listen to their customers if they are to deliver an engaging experience that drives loyalty and long-term revenues. Published on: March 07, 2018.

Surveys 49

Surveys Best practices Feedback Government 49

Anexa BPO

JUNE 3, 2023

And while the hype is valid and exists for a reason, scratching beneath the shiny surface reveals some issues with this kind of thinking – specifically the fact that CX = customer service – nothing more, nothing less. That being said, AI tools are being developed to help organizations build customer surveys much more efficiently.

Government 52

Government Surveys outsourcing Contact Center 52

Call Center Weekly

NOVEMBER 19, 2018

Review Processes Exceptional service allows agents to offer immediate solutions without getting bogged down in processes or policy. This leads to happy, loyal customers. Removing barriers that prevent exceptional customer service will lead to a more engaged service center.

Government 222

Government Contact Center Feedback Consulting 222

Help Scout

JULY 15, 2021

Along with the standard support responsibilities, there are added challenges unique to the education industry that make providing support more difficult — things like strict privacy laws that govern how you can interact with clients and the need to support an extremely varied base of users, to name a few. Pain point #1: Privacy concerns.

Education 113

Education Customer Service outsourcing Self service 113

CSM Magazine

NOVEMBER 2, 2023

In her new role, customer experience expert Lesley Avinou will lead the evolution of client relationship management across all locations including UK, Australia and USA. Services include customer service management, collections, complaints handling, and vulnerable customer support.

outsourcing 52

outsourcing Business Process Outsourcing Government Surveys 52

Comm100

FEBRUARY 10, 2022

In a survey conducted by McKinsey & Company comparing customer experience (CX) in the public and private sectors, private companies came out far ahead. In this article, we’ll be looking at these findings in more detail and exploring how these takeaways can help government agencies improve the public engagement, trust, and CX.

Government 52

Government Customer Experience Chatbots Wait times 52

ShepHyken

DECEMBER 14, 2018

It has broader business ramifications, such as widespread customer dissatisfaction, which leads to customer churn and ultimately, revenue loss. Successful cyber attacks have plunged organizations of all shapes and sizes into chaos, from private companies to governments.

Customer Experience 257

Customer Experience Government Coaching Customer retention 257

Beyond Philosophy

MAY 24, 2016

These are ordinary people, not celebrity actors or pro athletes, government bigwigs, or corporate executives. A recent Keller Fay blog, for example, reported results from the 2016 Edelman Trust Barometer, an annual survey which measures the public’s trust in business, government, and institutions.

B2B 236

B2B Government B2C Consulting 236

Russel Lolacher

DECEMBER 20, 2021

Stakeholder Relations with other BC Government Groups and Industry. Regular engagement with our Government Communications team on messaging and timing of travel advisories and media releases, and discussing what additional supporting information and clarifications are needed to be shared by our digital comms team. Why It Works.

Customer Care 98

Customer Care Transportation Government Construction 98

CSM Magazine

MAY 16, 2023

Business outsourcing provider Sigma Connected has been named as one of the UK’s top employers in this year’s prestigious The Sunday Times Best Places to Work survey. The Sunday Times survey is widely respected but also hugely important as it is based on comments from our employees across a range of areas.

outsourcing 52

outsourcing Business Process Outsourcing Telecommunications Government 52

TechSee

JANUARY 5, 2021

While vaccine rollout policies are being handled by governments and will later be addressed by legal and HR, service leaders must wade through the uncertainty and consider the implications of the vaccine on their business. How will the vaccine impact their ability to provide customer service?

Real estate 109

Real estate Contact Center Surveys Enterprise 109

Eptica

OCTOBER 6, 2015

Date: Tuesday, October 6, 2015 How to prevent utility customer service delivering a shock. Author: Michael Cheung Recent research from charity Citizens Advice found major differences between how UK utilities handle customer service. So how can they better connect with customers? Published on: October 06, 2015.

Customer Service 75

Customer Service Multichannel Self service Contact Center 75

The Petrova Experience

OCTOBER 8, 2020

As we begin Q4 of an eventful 2020, it’s time to look out for the 2021 customer experience trends and tactics for creating exceptional experiences in increasingly complex environments. We rounded up Eight 2021 Customer Experience Trends and Tactics to be aware of as we get ready to close out 2020. That is non-negotiable.

Customer Experience 108

Customer Experience Government Self service Healthcare 108

Beyond Philosophy

OCTOBER 4, 2018

Dieters dip into the pint after work or school or dealing with children or bosses or government committees. How to Help Your Customers Suffering from Cognitive Depletion. Your customers have had days like that, too. You can put it on a customer service survey or glean it from a customer quiz.

Government 353

Government CRM Personalization Customer Experience 353

Lumoa

NOVEMBER 7, 2022

. #1 Customer insights are a company-wide resource Even just a few years ago, customer insights or feedback were collected and owned solely by the CX or marketing team. They’d organize surveys and listen to customers and then try to share these insights with other teams.

Customer Experience 83

Customer Experience Feedback Surveys Analytics 83

Playvox

NOVEMBER 1, 2022

In our 2022 remote work study , we found that nearly all the respondents were offering hybrid or remote work arrangements, but only 34% had a policy in place to govern it. To make remote or hybrid work a success in your customer service center, setting a strong policy is a must.

Contact Center 74

Contact Center Schedule adherence Average Handle Time Coaching 74

Nicereply

OCTOBER 12, 2022

Email communication is one of the most effective ways how to talk to your customers. With over 95% of customer service teams using email and 98% of customers using email for customer service, having the right tools for the job of email communication is critical to keeping customers happy.

Best practices 52

Best practices Surveys Government Customer Support 52

Interactions

MAY 28, 2020

As governments plan a phased approach to open up businesses, consumers are both excited and cautious about their safety and welfare. A recent survey by Deloitte asked people whether they agree with the statement: “I feel safe going to the store right now.” How did they treat their customers during the pandemic?

Journey mapping 83

Journey mapping Virtual Agent Self service Government 83