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Contact Center Pipeline Magazine: Inside Our October 2017 Issue
Contact Center Pipeline
OCTOBER 3, 2017
I hope your plans are in place and you are starting your celebrations for this week’s recognition of National Customer Service Week.
5 Top Customer Service Articles for the Week of May 13, 2019
ShepHyken
MAY 12, 2019
Each week I read a number of customer service and customer experience articles from various resources. Likewise, negative experiences aren’t a guarantee that customers will leave. Chatbots vs. Humans: The Better Option for Customer Service by Michael.
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How to Achieve Personalized Customer Service with AI Tools
TechSee
OCTOBER 23, 2018
Personalization as a driver in customer service. For organizations to succeed in creating a truly personalized CX, innovative approaches must be implemented that resonate deeply with customers so that they feel valued and appreciated. Customer Analytics. Hello.
5 Top Customer Service Articles for the Week of May 6, 2019
ShepHyken
MAY 6, 2019
Each week I read a number of customer service and customer experience articles from various resources. 4 Reasons Customer Service Ratings Matter More Thank You Think by Team Support. Team Support) Feedback matters in the customer-centric era of business we work in.
5 Top Customer Service Articles For the Week of May 7, 2018
ShepHyken
MAY 7, 2018
Each week I read a number of customer service and customer experience articles from various resources. Overstock’s customer service texts have a 98 percent open rate by Ilyse Liffreing. Why are customers embracing texting?
Verint Monet Receives 2018 Excellence Award from Cloud Computing Magazine
Monet Software
FEBRUARY 15, 2019
TMC , a global, integrated media company, has named Monet WFO as a 2018 Cloud Computing Excellence Award winner, presented by Cloud Computing Magazine. The Cloud Computing Excellence Award recognizes companies that have most effectively leveraged cloud computing in their efforts to bring new, differentiated services and solution to market. The post Verint Monet Receives 2018 Excellence Award from Cloud Computing Magazine appeared first on Monet Software.
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Monet Software Receives 2018 Contact Center Technology Award from CUSTOMER Magazine
Monet Software
OCTOBER 3, 2018
Monet Workforce Optimization honored for improving customer service technology and customer experience. All these technologies have been designed and engineered to work seamlessly together to provide a better and easier customer and agent experience. About CUSTOMER.
A Customer Service Lesson for Millennials
Call Center Weekly
SEPTEMBER 11, 2017
By Beverly Mahone As a baby boomer I have held my share of customer service positions over the years. I am a firm believer that no matter what business you're in, you are going to give some level of customer service to someone. Engage with the customer in a positive way.
5 Top Customer Service Articles For the Week of May 15, 2017
ShepHyken
MAY 15, 2017
Each week I read a number of customer service and experience articles from various online resources. And, to celebrate the occasion, here is an excellent article from D Magazine that takes us through some of the Southwest history.
5 Top Customer Service Articles For the Week of July 18, 2016
ShepHyken
JULY 18, 2016
Each week I read a number of customer service articles from various online resources. Pokémon Go Shows What Augmented Reality Can Do For Customer Experience by Mark Hillary. This article shows how customer experience and marketing can tie into a game.
Top 10 Customer Service Greetings
CSM Magazine
MAY 8, 2018
Research has shown that 80% of customers want to be welcomed with a friendly greeting. Here are 10 examples of customer service greetings you can use or adapt to your own style. “Welcome to Customer Service. Customer Service Articles
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The Pitfalls of AI Automation in Customer Service and How to Avoid Them
Nicereply
MAY 16, 2019
Expecting an AI model to handle specific unique requests and solve complex problems that your customers might experience is simply unrealistic. One of the areas where it has definitely secured a foothold is in customer service, to varied success. Customer Service
Top 10 Customer Service Greetings
CSM Magazine
MAY 8, 2018
Research has shown that 80% of customers want to be welcomed with a friendly greeting. Here are 10 examples of customer service greetings you can use or adapt to your own style. “Welcome to Customer Service. Customer Service Articles
Why Agent Experience is the Foundation for Customer Service
Talkdesk
JULY 20, 2017
This piece was originally written by Jon Braga, Customer Advocacy Thought Leader, for Opentalk magazine. In planning sessions, we talk about how we can improve the customer experience (CX). Your agents are most likely using three to four tools to resolve a single customer issue.
Preparing for Hurricane Season: 3 Important Customer Service Considerations
Working Solutions
AUGUST 13, 2019
As reported by Time magazine, even though it’s predicted to be “near-normal,” this year’s hurricane season […]. Hurricane season 2019 is at its mid-point, with several months still left to go. And, although the season is anticipated to be of average intensity, that can still spell major—and unpredictable—disruptions for businesses across the United States and elsewhere.
How to Reduce Customer Service Friction with Live Chat
Comm100
SEPTEMBER 10, 2018
From a business point of view, it can be assumed that friction is bad because it interferes with business processes and negatively impacts customer service. Waiting a long time after sending a customer support e-mail or holding on the phone for hours. Customer Service
How to Create Successful Customer Service Stories: 9 Inspirations to do it Right
ProProfs Blog
AUGUST 8, 2019
Do you know that 52% of consumers make an additional purchase from a company after a positive customer service experience? Trust me, they all come looking for a good customer service experience, which at times, many brands fail to offer. Bad Customer Service Stories.
The Art of Exceptional Customer Service [Webinar Transcript]
Branch Mesenger
MARCH 20, 2018
We were joined by a very special guest, bestselling author and expert on all things customer service -- Shep Hyken. Shep joined us to talk about some of the following topics and trends that are shaping the world of customer service: The state of customer service in 2018.
The Customer Service Bot That Can Save Humanity
Toister Performance Solutions
NOVEMBER 7, 2017
They sometimes feels like a barrier to real customer service. Other times, automation can create service failures. A self-service portal allows us to troubleshoot our devices without calling support. The Zendesk Answer Bot Customers often prefer self-service.
Nuances of Delighting Customers: An Exclusive Interview with Mr. Gangadhar Krishna, Customer Service Consultant
Customer Guru
APRIL 10, 2018
At Customer Guru, we believe that Customer Experience (CX) should be the number one priority for all the Indian businesses so that they become more sustainable and successful globally. What role has customer centricity played in your professional journey?
What Do McDonald’s AI Investments Say about the Future of Customer Service?
LiveChat
SEPTEMBER 20, 2019
Last week, McDonald’s bought Apprente, a technology firm specializing in artificial intelligence (AI) systems to take orders in quick service restaurants (QSR). Customers will get used to shouting their orders at a bot. AI bots, the future of customer service?
5 Reasons Why Customer Service Is Important to Startups
CSM Magazine
MAY 26, 2016
Customer service is important for every business, no matter how long it has been around, but even more so when you are just starting out. Great customer service will only improve the chances of this. It encourages customers to come back. Customer Service News
PPL Electric Utilities Wins National Award for Customer Service Improvements
CSM Magazine
FEBRUARY 10, 2016
PPL Electric Utilities’ proactive outage alerts, introduced last year to better inform customers and improve service, have been honored in a major industry awards competition. The utility received the award at the magazine’s annual DistribuTECH conference in Orlando, Fla.,
The CSAT Revolution: How a Traditional Metric is Disrupting Customer Service Standards
Talkdesk
AUGUST 7, 2017
This piece was originally written by Ernest Wong for Opentalk magazine. The origins of customer satisfaction (or CSAT), as a metric, date back to the 1970s — an era in which the business world was much more obsessed with supply chains and pricing than customers or service.
The Automated Solution Your Customer Service Employees Will Actually Welcome
CSM Magazine
JULY 3, 2017
Lately it feels like a precarious time to be a customer service employee. If there’s a pushback on automated customer service solutions from customer service agents, it’s a pretty understandable shove.
The CSAT Revolution: How a Traditional Metric is Disrupting Customer Service Standards
Talkdesk
AUGUST 7, 2017
This piece was originally written by Ernest Wong for Opentalk magazine. The origins of customer satisfaction (or CSAT), as a metric, date back to the 1970s — an era in which the business world was much more obsessed with supply chains and pricing than customers or service.
Comm100 Wins Bronze Stevie® Award in 2019 Stevie Awards for Sales & Customer Service
Comm100
FEBRUARY 26, 2019
We’re excited to announce that Comm100 was presented with a Bronze Stevie® Award in the “Contact Center Solution – New Version” category in the 13th annual Stevie Awards for Sales & Customer Service on Feb. The Stevie Awards for Sales & Customer Service are the world’s top honors for customer service, contact center, business development, and sales professionals.
Delivering Customer Service: Making The Waiting Experience Enjoyable
LiveChat
SEPTEMBER 29, 2017
When customers are about to wait longer than expected, they leave. The good thing is, you can prevent such things and prove to your customers that your service is worth of waiting. Customers will be willing to wait if you provide them enough amusing distractions.
3 Customer Service Lessons We Can Learn from United Airlines F up
LiveChat
APRIL 14, 2017
By kicking a passenger from their plane, United Airlines beat Comcast , a company who wear a laurel wreath in delivering poor customer service for years. Here are three customer service lessons we all can learn from United Airlines disaster.
Principles by Ray Dalio (a One Win Book Review)
Customers That Stick
JUNE 11, 2019
Check out the video below to hear Adam’s one win that you can take away from Principles to improve your organization’s customer experience and customer service. Dalio himself has been named to Time magazine’s list of the 100 most influential people in the world.
Q & A with Customer Experience Futurist Blake Morgan
Bill Quiseng
JULY 18, 2017
I had the great opportunity to interview Blake Morgan , customer experience futurist about her new book, More is More: How the Best Companies Go Farther and Work Harder to Create Knock-Your-Socks Off Customer Experiences. Products and services are largely the same.
From Checklists to Competencies: Transforming Quality in the Contact Center
Transparent BPO
AUGUST 5, 2019
Interview with Robert Gofourth, Vice President, Operations Strategy & Performance, Blue Cross Blue Shield of North Carolina Providing better customer experiences should be every contact center’s number one concern. Customer Service customer experience customer service quality assurance
Who’s Your Target Customer?
Chip Bell
JULY 30, 2019
The question my firm was asked to determine was this: Will the customer experience in the shopping center drive increased revenue in the stores? under thirty soccer moms who read certain magazines, had a certain educational level, worried about mall safety, lived in specific zip code, etc. The customer experience, if properly designed for the proper audience, would increase revenue in the mall stores, not just greater traffic to the mall.
Guest Blog: Why Online Reviews Are Important for Customer Engagement
ShepHyken
NOVEMBER 17, 2017
This week we feature an article by Megan Wenzl about the importance of online reviews to your business and customer engagement. Customer engagement is the communication with customers through a variety of channels to create emotional connections that foster customer loyalty.
How Knowledge Management Powers the Chatbot Experience
Mindtouch
DECEMBER 13, 2018
Why do organizations deploy customer service chatbots ? foremost, the goal is to offer a convenient, low-effort way for customers to find information. Chatbots Magazine , for instance, estimates that chatbots can save 30% in customer support service costs.
Does Your First Impression Tell Your Story?
Chip Bell
APRIL 23, 2019
And, one to be carefully considered as a service provider. It is not just a collection of attractive retail displays, it tells the customer about the brand and what it represents. The second item you see is a stack of magazine.
Delivering on the Promise of Customer Experience
Answer Dash
MARCH 18, 2019
(This article is originally published at Retail Info Systems Magazine ) In an omnichannel world, where consumers have infinite options available to them, customer experience (CX) is the leading way for retailers to achieve success. For many retailers, customer experience is synonymous with customer satisfaction and customer service. CX is a customer’s collective perception of their interactions with a retailer and how they feel about a brand as a result.
4 Insightful Contact Center Reports You Should Be Reading
Fonolo
APRIL 24, 2018
A new privacy regulation (GDPR) has multiple impacts on call centers that operate in, or provide service to, Europe. For this report they surveyed customer experience, contact center, marketing, customer care, IT, and operations professionals.
Customer Information Form Basics: What You Need to Know
Customers That Stick
JANUARY 22, 2015
And the benefits of it to companies and customers is, well… big. To collect this information, you need a method, and the customer information form is a tried and true way to get to know your customers. Four Types of Customer Information. Customization Information.
Review: Micah Solomon’s new ebook: Culture Of Yes: Practices And Principles Of Great Hospitality
Bill Quiseng
AUGUST 10, 2015
Micah Solomon is a customer service and marketing speaker, strategist, and author of the book, High-Tech, High-Touch Customer Service. Ever since reading his book, I have been following his customer experience articles on Forbes. Filed under: Customer Service.
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