Help Scout

SEPTEMBER 14, 2021

With access to fewer resources and generally leaner teams, small businesses need to be more creative and tactful in their approach to customer service. Armed with those insights and learnings, you should be able to get started on — or refine — your own customer service program to start delivering consistently exceptional support.

Customer Service 127

Customer Service outsourcing Chief Customer Officer Self service 127

ijgolding

JULY 18, 2018

I am therefore very excited to be able to share the news that Incite Group’s Customer Service & Experience Summit Europe (18-19 Sept) comes to London for the first time. So, after 8 years of successful meetings in the US, why are they bringing the event to London and does Europe really need a customer service event?

Customer Service 49

Customer Service Customer Experience Multichannel Customer Care 49

CSM Magazine

DECEMBER 7, 2018

Customer service is in a crucial stage of scaling as the role continues to evolve each year to meet increasing customer demands. With fierce competition across the industry, find out how these leading businesses are bringing customer service closer to the executive table.

Benchmark 45

Benchmark Customer Service Multichannel Chatbots 45

Eptica

SEPTEMBER 18, 2015

Date: Wednesday, September 23, 2015 Why customer service is still vital in the supermarket price war. These pressures actually mean that service is even more important than ever, according to research from the Institute of Customer Service (ICS). Published on: September 23, 2015.

Multichannel 76

Multichannel Customer Service Brand ambassadors Self service 76

UJET

DECEMBER 17, 2019

According to Gartner ’s 2019 Strategic Roadmap for Customer Service and Support Technologies (May 2019), “an organization’s CSS technology stack is often composed of disparate overlapping systems, leaving both customers and employees with a disjointed experience.”

Customer Service 74

Customer Service Interactive Voice Response Self service Customer Support 74

Eptica

JULY 22, 2020

Date: Wednesday, July 22, 2020 Author: Anne-Merete Jensen - Senior Business Consultant Why now is a great time to optimise your customer service - Part 2: Analyse your business. Listen to your frontline staff Customer service agents and managers spend their days dealing first-hand with queries and issues from consumers.

Customer Service 71

Customer Service Self service Multichannel Best practices 71

Eptica

DECEMBER 16, 2015

Date: Wednesday, December 16, 2015 Customer service in a multigenerational world. Many companies spend a lot of time on demographically profiling their customers , but mixing the generations in the same household blurs the lines between the expectations of different age groups. Published on: December 16, 2015.

Customer Service 48

Customer Service Multichannel Transportation Entertainment 48

Eptica

OCTOBER 9, 2015

Date: Friday, October 9, 2015 Don’t neglect the positive side of customer service. Author: Anne-Merete Jensen We’re now coming to the end of National Customer Service Week , which highlights the vital importance of customer service to businesses and puts the spotlight on the great work done by those in this sector.

Customer Service 71

Customer Service Multichannel Contact Center Best practices 71

Eptica

AUGUST 4, 2016

Date: Friday, August 5, 2016 7 ways to harness chat for improved customer service. Author: Gokcen Onur Chat is amongst the fastest growing channels for customer service. There are many options for those companies looking to implement chat as part of their multichannel customer service infrastructure.

Customer Service 50

Customer Service Multichannel Technical Support Wait times 50

COPC

MAY 31, 2022

This esteemed group of leaders was passionate about solving a pressing problem that organizations were experiencing.” ” The group met six times over one year to draft the first release of the Standard. After the first release, some founding members agreed to require their customer experience suppliers to adopt the Standard.

Best practices 101

Best practices Customer Experience outsourcing Consulting 101

Serenova

JUNE 24, 2020

Omnichannel contact centers are contact centers that provide superior customer service experiences that keep people coming back. Omnichannel contact centers allow customers to get help when they want it, through the communication channels of their choice—whether with a live agent or real-time self service options.

Contact Center 98

Contact Center Multichannel contact center solutions Cloud contact 98

Serenova

JUNE 24, 2020

Omnichannel contact centers are contact centers that provide superior customer service experiences that keep people coming back. Omnichannel contact centers allow customers to get help when they want it, through the communication channels of their choice—whether with a live agent or real-time self service options.

Contact Center 98

Contact Center Multichannel contact center solutions Cloud contact 98

Eptica

FEBRUARY 9, 2016

Date: Tuesday, February 9, 2016 Using email customer service to build emotional engagement. Author: Steve Nattress Email has been a mainstay of customer service since its inception , providing a digital alternative to the telephone for consumers. Published on: February 09, 2016. Share this page on: Tweet.

Customer Service 52

Customer Service Multichannel Self service Contact Center 52

Fonolo

AUGUST 29, 2018

My friend and call center trainer, Judy McKee, said something years ago that stuck with me, “Never make the customer feel wrong or stupid.” We call it the ‘golden rule’ of customer service. We are all customers for something. Think about how you want to be treated, and treat your customers accordingly.”.

Contact Center 271

Contact Center Brand ambassadors Morale Telemarketing 271

Eptica

MARCH 26, 2020

To learn more our Channel Choice Best Practice Guide asked a demographically balanced sample of 1,000 UK consumers to rank their preferred channels across different parts of the customer journey, along with their expectations in terms of speed.

Best practices 72

Best practices Self service Multichannel Customer Service 72

Talkdesk

NOVEMBER 7, 2016

This is becoming an increasingly important theme as many industries pivot to recurring revenue models and place a higher value on customer loyalty (makes sense considering it costs anywhere from 5-30x more, depending on which study you want to use, to acquire a new customer than to retain/sell to an existing customer).

Technology 40

Technology Customer Service Multichannel Self service 40

Upstream Works

NOVEMBER 4, 2021

This is fine for routine updates of existing technology, but this is not sufficient for legacy-based contact centers as they try to keep up with digital-first customers. According to research by the Aberdeen Group ( via Forbes ), companies with strong omnichannel CX strategies retain an average of 89% of their customers.

Contact Center 78

Contact Center contact center solutions Call Center Multichannel 78

Eptica

NOVEMBER 9, 2016

Author: Vincent Giraud Traditionally brands have segmented their customer bases by demographic factors such as age, and used this information to drive specific customer experiences for each group. However, this only goes so far, as age isn’t always a good guide to customer needs. Share this page on: Tweet.

Multichannel 72

Multichannel Self service Personalization Customer Experience 72

CSR Inc.

JANUARY 8, 2017

They are more comfortable with technology, and also tend (as a group) to respond well to gamification and other workplace incentive measures.As customers, millennials will drive even bigger changes in the near-term – including omnichannel support (see below) and the widespread adoption of technology. In one word: integration.

Call Center 48

Call Center Multichannel call center workforce Gamification 48

Playvox

JULY 14, 2023

The quality of customer service and support can also have an impact on the productivity of a contact center. A more productive contact center will have shorter wait times and higher First Contact Resolution rates, usually leading to increased customer satisfaction. What is the occupancy rate?

Contact Center 74

Contact Center Coaching Schedule adherence Abandon rate 74

Brad Cleveland Blog

JANUARY 6, 2015

The Edge of Service® Newsletter, Issue 11: A Multichannel World If you were to walk into an Amazon.com customer contact center, you’d see desks turned sideways so that Fire tablet support agents have a neutral background for video calls (one-way, agent-to-customer).

Multichannel 20

Multichannel Contact Center Multi-channel support Call Center 20

Brad Cleveland Blog

JANUARY 6, 2015

The Edge of Service™ Newsletter, Issue 11: A Multichannel World If you were to walk into an Amazon.com customer contact center, you’d see desks turned sideways so that Fire tablet support agents have a neutral background for video calls (one-way, agent-to-customer).

Multichannel 20

Multichannel Contact Center Multi-channel support Call Center 20

VocalCom

AUGUST 27, 2018

All too often, brands speak of being customer-centric in their approach but fail to implement practices that actually satisfy their customers’ needs. The best customer service is effortless and offers a personal touch, and brands that follow these principles gain a considerable advantage over their competitors who fail to do so.

Customer Service 48

Customer Service Abandon rate Contact center software Average Handle Time 48

COPC

MAY 31, 2022

This esteemed group of leaders was passionate about solving a pressing problem that organizations were experiencing.” ” The group met six times over one year to draft the first release of the Standard. After the first release, some founding members agreed to require their customer experience suppliers to adopt the Standard.

Best practices 52

Best practices outsourcing Consulting Consulting 52

Eptica

AUGUST 26, 2016

New research from the Institute of Customer Service (ICS) therefore provides some vital insight. It asked 2,000 consumers about their concerns when it came to service – and what they want when interacting with companies. On the flipside, customers are prioritizing service over price. What is good service?

Multichannel 49

Multichannel Contact Center Metrics Customer Service 49

Eptica

SEPTEMBER 9, 2016

Author: Neil Cox Recent research highlighted by customer service guru Shep Hyken demonstrates the importance of delivering an experience that meets the needs of your customers. It found that businesses in the US are losing $62 billion every year, due to people switching following poor customer service.

Multichannel 49

Multichannel Self service Wait times Technology 49

Eptica

FEBRUARY 5, 2016

A lot has been written about the different aspirations, attitudes and needs of Millennials , but in essence they are tech-savvy, expect good service/products, are unafraid to complain or give feedback and have no qualms about switching supplier if they don’t get what they want. Share this page on: Tweet. Here’s the breakdown:

Multichannel 51

Multichannel Self service Contact Center Feedback 51

Expivia

NOVEMBER 9, 2021

Keeping up with current contact center trends is a crucial part of being a world-leading customer service provider. You need to discover the latest technology, innovation, and process improvements to improve your call center and provide your customers with the best possible experience.

Contact Center 86

Contact Center Chatbots Call Center Analytics 86

Eptica

MAY 25, 2016

What is changing is the importance of digital channels, and the impact that this transformation is having on how companies interact with customers on an ongoing basis. The barriers to transformation When questioned on what is holding back progress, responses fitted into one of two groups. of the survey respondents.

Customer Experience 54

Customer Experience Multichannel CRM Contact Center 54

JustCall

AUGUST 12, 2022

These moving desires have cleared a path for two ways to deal with marketing: omnichannel vs multichannel. This article will discuss the two channels, Omnichannel and Multichannel, and their significant differences. Explaining the concept of Multichannel. Multichannel signifies “multiple or many channels.”

Multichannel 52

Multichannel Advertising B2B Marketing 52

Eptica

JUNE 10, 2016

For example, it is quite possible that a company could solve a consumer’s issue, but that the customer needs to expend so much effort to achieve it , or that the process feels so complex, that they are annoyed and upset enough to leave for a rival. Share this page on: Tweet.

Customer Experience 49

Customer Experience Multichannel Contact Center Metrics 49

Revation Systems

MAY 21, 2018

Unified Communications: The Foundation of Multichannel Communication. The Pedowitz Group reported that 90 percent of consumers expect consistent interactions across channels and demand a seamless experience when communicating with a company, regardless of channel or timing.

Multichannel 48

Multichannel Marketing Technology Customer Service 48

Beyond Philosophy

JUNE 11, 2015

In place of a loyalty program, Asda believes it provides customers with what they want most, a “great multichannel retail experience”. The chain, according to executives, focuses on delivering the key fundamentals: prices, quality, convenience and service. newer low-priced chains such as Aldi are actively competing with Asda.

Airlines 274

Airlines Customer centricity Multichannel Sales 274

Eptica

MARCH 23, 2016

However, a new study by Bruce Temkin of the Temkin Group shows that this focus on service doesn’t transfer across to subsequent customer service interactions. Buying something, whatever the industry, provides a much more positive emotional response than interacting with customer service.

Multichannel 50

Multichannel Sales CRM Customer Service 50

Fonolo

JANUARY 9, 2018

Research firm Ovum released a new edition of their great report, “Selecting a Multichannel Cloud Contact Center”. In particular, there is tension between groups inside Genesys who feel that taking their existing technology and “cloudifying” it is a good (or even better) alternative to the incoming PureCloud technology from InIn.

Call Center 65

Call Center Multichannel APIs Contact Center 65

Eptica

DECEMBER 16, 2016

Expand metrics to cover emotion Build on your current measurement tools and see if they can be extended to include customer emotions (as well as more conventional metrics such as speed and satisfaction). Share this page on: Tweet.

Multichannel 49

Multichannel Metrics Benchmark Contact Center 49

Eptica

OCTOBER 21, 2015

This rising volume of customer interactions, covering everything from questions about products and post-sales queries, to complaints and positive feedback , threatens to overwhelm many organizations. Over 1 million people view tweets about customer service every week, and 206.6 The numbers are vast. Share this page on: Tweet.

Multichannel 74

Multichannel Self service Contact Center Morale 74