ShepHyken

FEBRUARY 9, 2018

This week we feature an article by Kristin Erikson writes shares great customer service training tips and ideas that will help your company build brand advocacy. Remember customer service training is not something you di, it’s something you do. – Shep Hyken. Train your sales team using the right technology.

Customer Service 386

Customer Service Morale Sales Coaching 386

Comm100

NOVEMBER 14, 2023

Imagine customer service agents – those vital bridges between a company and its customers – grappling with software that ignores their needs. This is why any customer service software or platform must be universally accessible to its staff that use it, as well as its end users.

Technology 52

Technology Morale Customer Service 52

ShepHyken

NOVEMBER 26, 2018

Each week I read a number of customer service and customer experience articles from various resources. To Improve Customer Experience, Start With Morale, Not Technology, Feds Say by Tom Shoop. Customer Retention Made Easy by Samir Palnitkar. Here are my top five picks from last week.

Customer Service 206

Customer Service Airlines Employee engagement Morale 206

CSM Magazine

MAY 10, 2024

In the world of customer service, escalations are the stormy weather every manager knows they’ll have to face. Customer support crews face sudden challenges just like storms rolling in out of nowhere, putting their strengths and abilities to the test across different industries. Celebrate the wins, no matter how small.

Customer Service 52

Customer Service Morale Feedback Customer Care 52

SharpenCX

NOVEMBER 23, 2021

Grab a cup of coffee, snuggle up in a comfy chair, and get ahead in the customer service industry. Discover how you can continue to deliver the best customer experience and how you can better lead your call center. Articles to Help you Deliver the Best Customer Experience: . Listen to Joe’s full episode, here.

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Customer Service Morale Contact Center Call Center 128

ShepHyken

MAY 27, 2019

Each week I read a number of customer service and customer experience articles from various resources. Amazon Bringing One-Day Shipping To Prime Shows The Real Battle For Customers by Daniel Newman. What’s happening on the inside of your organization is felt on the outside by customers. by By Team Survaider.

Journey mapping 263

Journey mapping Customer Service Employee engagement Morale 263

Playvox

SEPTEMBER 14, 2021

Increasingly, company culture is one of the most important factors in attracting and retaining employees, boosting agent morale and in promoting higher levels of productivity. The same can be said of technology. Think of it as an iceberg: Above the water you have technology, products, and strategy. What is Culture?

Morale 59

Morale Contact Center Accountability Personalization 59

Expivia

FEBRUARY 26, 2024

Preparing Your Contact Center for the Future: A Strategic Technology Roadmap Introduction In the rapidly evolving contact center industry, staying ahead means not just selecting the right technologies but also preparing your organization for their integration and use.

Contact Center 52

Contact Center Technology Chatbots Call Logging 52

CSM Magazine

MARCH 22, 2024

Customer service processes have evolved dramatically with the advent of advanced workflow automation tools. These innovations provide a robust solution to the age-old challenges of managing customer interactions efficiently.

Customer Service 52

Customer Service CRM Morale Technology 52

Vistio

APRIL 1, 2024

Instead, companies must look to innovative contact center technology solutions like Vistio, which offers next-best-action guidance and automation, to prepare their customer service agents fully. Join us as we delve into the world of contact center innovation and uncover the secrets behind exceptional customer service.

Accountability 52

Accountability Customer Service Contact Center Morale 52

Vistio

JUNE 15, 2021

A practical guide to performing a technology audit and what to look for when choosing the correct tech to improve contact center performance. A common misconception among contact center professionals is that poor customer service is the result of poor or insufficient customer service representative (CSR) technology.

Technology 52

Technology Contact Center Morale Surveys 52

OctopusTech

AUGUST 10, 2022

Call center technologies are developing rapidly in this ever-growing digital era. Various call center technology trends such as Artificial intelligence, virtual agents, and cloud communications are all part of the future of call centers. But which technology can enhance and support your call center? Video chat customer service.

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Call Center Technology Journey mapping Interactive Voice Response 62

ShepHyken

SEPTEMBER 29, 2023

Harvard Business Review (HBR) shows there is a link between employee engagement and customer satisfaction. When employees are engaged and motivated, they are more likely to deliver exceptional customer service. Customer and employee engagement are interconnected aspects of business success.

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Employee engagement Morale Customer Experience Feedback 344

Fonolo

JULY 18, 2019

Core tenets of customer service are timeless: For example, “know your customer” is still as important today as it ever was. If you know your customer, you’ll know that consumer expectations have changed radically over the past decade, largely due to the development of new technologies. Limited Self-Service Options.

Customer Service 126

Customer Service Self service Healthcare Airlines 126

Noble Systems

JULY 24, 2020

With a changing economy, high unemployment, increasing competition and consolidation, massive regulatory burden, and evolving legal requirements, the collections call center industry is reacting by embracing new approaches and new technologies to improve efficiencies, boost recovery rates, and beat the competition.

Call Center 87

Call Center Technology Gamification Analytics 87

ProProfs Blog

MAY 6, 2020

Further, with the advent of disruptive workplace technologies, employees naturally expect their companies to utilize novel means of remote collaboration and aggregation on multiple channels. . What makes managing a remote customer service team so daunting? Enhance communication by leveraging technology. So, what to do?

Management 162

Management Customer Service Best practices Entertainment 162

Select VoiceCom Blog

AUGUST 1, 2023

Any company looking to retain customers needs to have good customer service. Customer service is fundamental for business success as it impacts customer satisfaction, loyalty, and revenue. These statistics highlight the significance of building a top-notch customer service dream team.

Customer Service 52

Customer Service Brand ambassadors Journey mapping Metrics 52

CSM Magazine

FEBRUARY 17, 2023

Yishay Carmiel, Founder and CEO of Meaning , explains how AI-powered assistive voice technology is set to power the customer service industry by minimizing barriers created by language and cultural nuances. This may not always lead to team members leaving, but it does hurt morale and productivity—it’s also entirely avoidable.

Customer Service 52

Customer Service Call Center Morale Surveys 52

NobelBiz

MAY 28, 2024

Contact centers have consistently been early adopters of technologies that improve interactions between agents and customers. This technology enables call centers to dynamically switch between inbound and outbound calls, thereby reducing idle time and improving agent productivity. What is Call Blending? – Time Doctor 2.

Call Center 52

Call Center Interactive Voice Response Outbound sales Scripts 52

Solvvy

SEPTEMBER 20, 2022

With more people using apps, web-based services, and fintech solutions, businesses must overcome the challenge of providing the best possible customer service to these new customers. What is a Customer Service Chatbot? However, chatbots don’t require customers to ask a question in a particular way.

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Chatbots Metrics Customer Support Customer Service 62

CSM Magazine

FEBRUARY 10, 2023

For companies looking to attract and retain customers, investing in Gen Z employees can provide an effective way to improve customer service. In this article, we’ll look at how Gen Z employees can help you give your customers the best possible experience and how you can make sure they stay with your company.

Customer Service 52

Customer Service Morale Technology Feedback 52

Enghouse Interactive

JUNE 25, 2021

With this in mind, not only is looking after agents’ mental and physical health a moral imperative, but it is also good for business. And above all they are more likely to deliver better service, satisfying customers who become more loyal and potentially spend more. Deliver better customer service.

Technology 45

Technology Morale Self service Analytics 45

TeamSupport

JULY 26, 2019

But, other times it’s simply due to an inefficient customer service team. Simply put, there are many ways a team can become inefficient at service – poor channel management, bad technology, inept team members – but let’s focus on the positives instead. They want the best technology.

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B2B Customer Service Morale Customer retention 70

JustCall

MARCH 9, 2023

Your customer service team is the brand’s spokespersons and representatives. The way they interact and serve the client sets a benchmark for customer experience. As such, they lay the foundation for long-term customer loyalty. Agents can then apply the customized learnings in real-world interactions for greater success.

Customer Service 40

Customer Service Morale Benchmark Scripts 40

CSM Magazine

SEPTEMBER 9, 2022

Magnus Geverts at Calabrio shares his essential guide to Good Customer Service. Customer service is now a key differentiator in the eyes of consumers and companies alike. Put your contact centre on the right track with a step-by-step guide to improving customer service that blends people, process and technology.

Customer Service 52

Customer Service Brand ambassadors Gamification Morale 52

Win the Customer

JUNE 23, 2015

In the work environment, gamification may be employed as a training tool or employee morale initiative and in turn, improve customer service experiences.

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Gamification Technology Entertainment Customer Experience 122

Fonolo

DECEMBER 13, 2018

Here are a few things every retail company can do to maintain a high level of customer service and ensure that the momentum gained is maintained this festive season both in-store and online. Incentivize Your Customer Service Employees. The holiday season can be a difficult time for customer service employees.

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Customer Service Call Center Gamification Self service 113

JustCall

MARCH 9, 2023

Excellent customer service is every organization’s priority. But providing great customer service, time and time again, is easier said than done. In this article, we will decode everything you need to know about customer service and what it takes to drive customer service success.

Customer Service 40

Customer Service Morale Chatbots Customer Care 40

CSM Magazine

JUNE 1, 2018

In industries where companies depend on customer service excellence, success is driven by the right people, processes, and a cultural commitment to customer satisfaction. . Increasingly we see companies turning to artificial intelligence tools in order to, enable and drive an effective and friendly customer service operation.

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Customer Service Airlines Morale Scripts 70

Fonolo

OCTOBER 22, 2019

This can put a lot of pressure on customer service workers who are not only dealing with a higher volume of tickets but also, potentially, a more stressed shopper. . Customer service managers need to remain empathetic to their employees and, in turn, employees must be empathetic towards customers.

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Customer Service Call Center Morale Self service 87

Help Scout

JULY 13, 2021

Sometimes the customer service teams who are supposed to be solving problems somehow manage to make them so much worse instead. Running from responsibility The root of many terrible customer experiences is a company that is happy to collect money from a transaction but not to accept responsibility when things go wrong.

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Customer Service Scripts Chatbots Airlines 136

Netomi

JANUARY 5, 2022

Customer service leaders come in all shapes and sizes. This is especially true in the customer service industry. Customer Experience (CX) has catapulted into one of the most important aspects of determining business success. Top 51 Customer Service Leaders and CX Influencers (Editor’s Choice): Adam Toporek.

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Customer Experience Customer Service Consulting Consulting 98

ShepHyken

APRIL 14, 2020

Businesses must devise new systems, processes and technologies to better manage a remote workforce. During this time, organization leaders must seize the opportunity to connect with their employees and their customer base in an authentic and empathetic way. Many businesses have slowed down.

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Morale Technology Customer Experience Personalization 303

CX Accelerator

JULY 1, 2020

Before Covid-19, customers chose companies that differentiate on experience, and 81% of customers switch to another brand as a result of bad customer service (American Express). Now more than ever, the customer experience is the battleground for brand loyalty. Now more than ever, technology is vitally important.

contact center solutions 266

contact center solutions Morale Contact Center call center solutions 266

Call Center Weekly

OCTOBER 9, 2017

At this point, they are a wealth of knowledge and information concerning the habits and attitudes of customers. Improved morale Why is training and development important? They impact customer churn, reduce morale, and cost more money and time over the life of employment. Connect with me on LinkedIn and Twitter.

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Contact Center Morale Government Education 273

Natalie Petouhof

SEPTEMBER 12, 2018

Tweet AI and customer service; it’s a hot topic! But when I talk to customers, they say, “ I get there’s something to AI and customer service, but how do I deliver business results and value with AI? ” Implementing technology without strategy makes us do the wrong things faster ! 1) First step?

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Customer Service Self service Average Handle Time CRM 89

Fonolo

AUGUST 24, 2021

Customer experience. Agent morale. Visual IVR , Voice Call-Backs , and Smart Routing are all great tools to decrease call volume, improve customer satisfaction, and in turn, improve agent productivity and overall work experience. Invest in technology. Proper technology is essential for agents to do their jobs well.

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Call Center Morale Best practices Contact Center 148