TeleDirect

MARCH 11, 2020

Could your contact platform use a communication protocol that’s more in line with your products, services, and overall brand message? Custom call scripts can help. Scripts are an essential element of the human aspect for any customer service strategy. Creating Concise Call Scripts.

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Scripts outsourcing Business Process Outsourcing Call Center 106

SharpenCX

MAY 26, 2021

“Dunder Mifflin customer service, this is Kelly”. If you’ve watched NBC’s hit series Th e Office , you’ve seen Kelly Kapoor’s mad customer service skills. In fact, some 80% of customers say your agents have the biggest impact on the customer experience. They delivered high-touch sales and customer service.

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Scripts Customer Service Contact Center Finance 67

TeleDirect

JANUARY 16, 2023

There are two main parts to your call, the script and the call flow. Call Center Scripting vs. Call Flow Process : What are They? You’ve probably heard the terms “call center scripting” and “call flow process.” These are two major facets of the customer service and call center industries. What is a Call Flow?

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Call flow Scripts Call Center outsourcing 62

ShepHyken

JANUARY 12, 2018

Customer service designs that are remarkable get talked about. So telling yourself these myths about customer experience is a big no-no and won’t take you where you want to go will they? We often get questions and comments on delivering great customer service and experiences. Your customers will thank you.

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Customer Service Scripts Customer Experience Personalization 237

Voiptime

JANUARY 6, 2023

Have you ever thought of how to handle hundreds of calls each day and keep the effectiveness, productivity, and quality of your service on the same level? The thing that is developed to help operators handle massive numbers of customer calls is called customer service scripts. But what is this support?

Scripts 40

Scripts Call Center Best practices Personalization 40

Steve DiGioia

MAY 2, 2022

I used to take the train from my home in Brooklyn, NY to Madison Square Garden in Manhattan each month to watch the matches in person. So, what can pro wrestling teach us about customer service? The Keys to Great Customer Service. Focusing on the customer’s safety. Anticipating the Customer’s Needs.

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Customer Service Entertainment Morale Scripts 328

ShepHyken

MAY 31, 2021

Each week I read a number of customer service and customer experience articles from various resources. 5 Ways to Drive Brand Loyalty and Customer Lifetime Value by Ian Simons. (Ad I bet you’ll find keeping your existing customers is far less expensive than acquiring new ones.). by Stephanie Falkner.

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Customer Service Chatbots Customer effort Scripts 326

Balto

JUNE 23, 2022

“The anti-script doesn’t mean that you should wing it on every call… what anti-script means is, think about a physical paper script and an agent who is reading it off word for word… you’re taking the most powerful part of the human out of the human.” Share on Twitter. Share on Facebook.

Scripts 52

Scripts Coaching Contact Center Surveys 52

Comm100

JANUARY 2, 2024

Imagine a world where customer service is not just responsive but anticipatory. Where every interaction is both efficient and tailored to the customer’s needs. This is the promise of Generative AI customer service. Creative problem solving: Generative AI isn’t limited to predefined scripts.

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Customer Service Chatbots Scripts Personalization 72

Provide Support

JULY 25, 2016

Ditch the Script: How to Personalize Real-Time Customer Service. Today we are pleased to share a guest posting by Stephan Delbos , a social customer service expert from Brand Embassy. If only social customer service agents had it so easy. Every actor’s worst nightmare is forgetting their lines.

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Scripts Personalization Customer Service Contact Center 47

JustCall

MAY 26, 2020

But, did you know that 92% of all customer interactions happen over the phone? Being prepared with a cold calling script can be helpful. In this blog, we will take you through cold calling scripts you can use for creating your sales pitch. Cold calling is an attempt at converting prospects into customers.

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Scripts Sales Telemarketing Marketing 115

ShepHyken

AUGUST 19, 2022

She shares how organizations can improve employee engagement and customer satisfaction. In their recent survey of over 560 agents, they found that agents who stray from their prescribed call scripts are happier in their jobs overall. Agents are the people most familiar with common customer concerns.

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Scripts Customer Experience Employee engagement Best practices 198

ShepHyken

AUGUST 12, 2016

This week on our Friends on Friday guest blog post my colleague, Adam Toporek, writes about how important improvisation is in frontline customer service. It is also important to hire customer service reps that care, and who already have the personality to succeed in a customer service position.

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Customer Service Scripts Consulting Consulting 221

Fonolo

JUNE 18, 2019

A study conducted by Forrester Consulting on behalf of Ada showed that personalized customer service has a variety of benefits for the company providing these customized experiences. With so few companies jumping on the customization train, brands have a huge opportunity to set themselves apart. Drive Loyalty.

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Personalization Customer Service Call Center Scripts 91

TeleDirect

DECEMBER 14, 2023

The most successful companies usually have excellent customer service strategies — regardless of industry. This allows them to prioritize efficiency and personalization in every interaction. But sometimes, all your customers need is to speak with a real person.

Contact Center 62

Contact Center Personalization Cloud contact outsourcing 62

NobelBiz

JULY 11, 2022

Scripts are an essential component of every contact center. The correct amount of data and accurate information delivery can yield impressive scripting capabilities. To provide a better customer experience (CX), dynamic agent scripting is required. Table of Contents show What is call center Dynamic Agent Scripting?

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Scripts Call Center Customer Experience Average Handle Time 52

Call Experts

MARCH 3, 2022

Creating a business phone script can support your employees and customers. Learn all of our tips for crafting the perfect script for your needs! Making a business phone script can seem like a complicated or intimidating thing to do. What Is a Business Phone Script? But, it doesn’t have to be that way.

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Scripts Call flow call center professionals Contact Center 52

CSM Magazine

FEBRUARY 13, 2024

Valentine’s Day, it’s the perfect occasion to fall in love with exceptional customer service practices that make your clients swoon. Listen with Love Just as a good relationship hinges on listening, so does excellent customer service. Remembering past interactions can make a customer feel seen and valued.

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Customer Service Scripts Feedback Personalization 52

Call Experts

APRIL 8, 2024

In business, exceptional call handling and customer service can set you apart from the competition. According to Forbes , customer service can mean the difference between a good customer experience and a bad one, directly impacting your bottom line. Active Listening: Start with attentive listening.

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Customer Service Interactive Voice Response Call Center Scripts 52

SharpenCX

JULY 14, 2021

Let’s say you’re a customer service rep with a long queue of phone calls from customers. Or, have you ever jumped into a customer service chat, and as soon as the customer’s message pops up…poof! … It’s like all the call center scripts you’ve ever read vanish from your brain.

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Scripts Call Center Coaching Customer Service 67

Steve DiGioia

SEPTEMBER 7, 2015

Once again, time to discuss how to end bad customer service. 7 ► Be “a person” to your customer, not just “the waiter” or real estate agent or store clerk. Your customer will like a waiter but feel a connection to “a person”. Scripted conversations can easily turn off most customers.

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Real estate Customer Service Scripts Personalization 278

aircall

JUNE 2, 2021

How do you let your customers know about your new products and services? Everyone knows that effective communication is the foundation of good customer service. Although there are multiple types of communication channels available today, we’ll tackle the seven most important and most frequently used for customer service.

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Personalization Customer Service B2B Self service 62

Steve DiGioia

SEPTEMBER 30, 2019

In celebration of Customer Service Week (October 7-11, 2019), this post focuses on the customer service professionals who make it all possible. Others, sadly, haven’t a clue and chase away more customers than they help. Others, sadly, haven’t a clue and chase away more customers than they help.

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Customer Service Scripts Self service Personalization 222

Quality Contact Solutions

DECEMBER 31, 1969

To give yourself every advantage, you need a concise, precise, and persuasive script that pulls at people’s heartstrings. It needs to sell your product or service, but not in a way that makes people feel overwhelmed or hassled. What you’ll always see from a professional telemarketing script, is they’re broken up into clear sections.

Telemarketing 58

Telemarketing Scripts B2B Marketing 58

SharpenCX

FEBRUARY 24, 2023

A study by Walker found that 80% of consumers expected personalized customer service from businesses across all sectors – and they’re willing to pay more for it, too. In today’s digital age, you can no longer afford NOT to provide personalized experiences for your customers. Meet your customers where they are.

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Banking Personalization Customer Experience Chatbots 76

SharpenCX

OCTOBER 1, 2023

Personalizing the customer experience. Many often debate and overcomplicate what personalizatio n means, but it boils down to a few key concepts: treating customers like humans rather than numbers and making their lives easier by solving their problems faster and anticipating their needs.

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Personalization Customer Experience Interactive Voice Response Contact Center 67

Call Experts

APRIL 1, 2021

A Contact center depends on outstanding scripts, team-members, automations, training, and protocols. . What is a contact center script? A script’s goal is to manage the customer experience via detailed, consistent, and productive conversations. Often months beforehand, the directors send a script to their actors.

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Scripts Contact Center Call Center Best practices 59

Steve DiGioia

JANUARY 6, 2020

Imagine if you could build the ideal customer service agent. What personal characteristics are so important to you, and your customers, that each new hire is required to possess? Go ahead and pick your top 5 traits that you’d choose to build the ideal customer service agent. What would you do? But are you?

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Customer Service Scripts Best practices Metrics 200

Vistio

MARCH 25, 2024

As AI’s impact continues to ripple throughout virtually every industry, one area where artificial intelligence (AI) has sparked a lot of optimizing is customer service, where CX leaders are imagining a world in which AI-powered chatbots can respond to any customer inquire through automated messaging services.

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Customer Service Chatbots Scripts Analytics 52

Fonolo

SEPTEMBER 16, 2021

Studies have proven that tone of voice in customer service is even more important to a successful interaction than the specific words that are being said, and that an agent’s energy will translate to their customer even without face-to-face interaction. The Secret Sauce for Increasing Customer Happiness.

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Customer Service Call Center Scripts Interactive Voice Response 167

ClientSuccess

NOVEMBER 15, 2022

It takes a lot of hard work to draw customers into your company in the first place, so you must work to keep those customers more than satisfied once they decide to work with you. One way to ensure your customers stay with you is to add a personal touch to customer success. appeared first on ClientSuccess.

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Personalization Finance Feedback Scripts 74

VocalCom

JULY 22, 2019

Call scripts help agents feel prepared when customers call your brand for service. Providing guidelines that outline your company’s conversational style and call protocols can reduce agent stress and ensure a consistent experience for all customers regardless of whom they speak to. Invite customers to explain.

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Scripts Contact center software CRM Wait times 63

Monet Software

SEPTEMBER 10, 2020

How to infuse contact center operations with empathy to improve interactions, customer satisfaction and CX. Empathy is critical in customer service, especially amidst COVID-19. Many customers are feeling frustrated, distracted and otherwise in need of some extra support. Loosen the Script. Rate It to Make It.

Call Center 71

Call Center Personalization Scripts Morale 71

Global Response

MARCH 27, 2023

Can great customer service really impact your brand, or is good customer service good enough? In today’s saturated marketplace, customer service matters more than ever. 68% of customers will pay more for products or services from brands known for their excellent customer service.

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Customer Service Chatbots Self service Personalization 62

TeleDirect

DECEMBER 4, 2023

At TeleDirect, we help businesses across America deliver impeccable customer service. We become an extension of your team and handle everything related to customer satisfaction, communication and support — while staying true to your unique branding and verbiage. Our team of inbound and outbound call center agents are experts!

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Customer Service APIs call center solutions Contact Center 62

CSM Magazine

APRIL 28, 2016

Learn why your customer service team must have empathy, sympathy, patience, tolerance, understanding, passion and, of course, sincerity. It’s not that hard to notice when you’re dealing with a customer support rep who is less than sincere. It’s as if they are reading from a script… because most of the time they are.

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Scripts Customer Service Customer Support Personalization 65

Toister Performance Solutions

AUGUST 10, 2023

You want your team to grow their customer service skills. My advice is to focus on three fundamentals: Rapport Listening Problem-solving These skills are the foundation of consistently great service. Rapport makes customer service easier. Listening Skills Customer service is about helping people.

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Customer Service Scripts Personalization Feedback 95