Best Customer Service and Experience Articles, Videos, & Podcasts

ShepHyken

Shep Hyken’s Best Customer Service and Experience. Articles, Videos & Podcasts from 2018. Top 5 Articles to Share With Your Team: Five Customer Service Must-Do’s For 2018. That’s Not My Department” and 10 Other Phrases Customers Hate.

Video Games versus Customer Service

Taylor Reach Group

There was a time where video games were purchased, played and completed with no reason to interact with their creators. Most major video game companies are shifting to a “games as a service” model where you purchase a game with the expectation of playing it months, even years, down the line.

Exploring Hospitality Customer Service (Video)

Customers That Stick

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Millennial Generation Customer Service – The Ultimate Guide

TechSee

This penchant for technology has shaped their consumer behavior and preferences, and brands must tailor their customer service strategies to suit Millennials’ attributes. Key preferences to consider in Millennial generation customer service: Text me, I don’t like to talk: Millennials prefer to communicate over text messaging and rarely make phone calls. They demand highly convenient and fast service. Self-service platforms. Know your customer.

The Challenges of Omnichannel: Why so Many Contact Centers Struggle with Digital Self-Service

to meet customer expectations for digital service Social Media Voice of the. Customer. 24/7 Email CX Web Chat Mobile Video Text. Digital Self Service Tweet this Customers want digital self- service options, such as chat and. to customers.

What Has Changed in Customer Service?

ShepHyken

Every week, I’m asked, “What is changing in customer service?” The expected answer is that I’ll talk about all the new ways customer service and support is conducted – and I do. There’s self-service solutions that include robust frequently asked questions and video.

Video Snack-Pack: Contact Center and Customer Service Leaders

Fonolo

So, this week, we put together some video you can queue up and watch. This video is mostly about their WebEx plans, with a bit of call center content, but her energy is really infectious; it’s a joy to watch. This is a 40-minute video but worth the time.

Is Your Customer Service Consistent?

Customers That Stick

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5 Top Customer Service Articles for the Week of November 19, 2018

ShepHyken

Each week I read a number of customer service and customer experience articles from various resources. Customer Service Rookie Mistakes That Could Be Tarnishing Your Business Image! How psychology affects the customer experience of voice support by UJET.

Step up Customer Assistance with Live Video Support

TechSee

Innovative ways to provide customers with immediate assistance, guidance and support lies at the heart of every customer-centric organization. Live video chat support. With live video chat support, face-to-face communication is established between agent and customer.

APIs 156

The Health of the Contact Center: Are You Ready for 2019?

1The Health of the Contact Center: Agent Well-Being in a Customer-Centric Era 2New study reveals heightened complexity of. customer experience increases pressure on the. 500 million to revamp the in-flight experience for its customers and improve customer relations in the contact.

Why gamers love video-based player support

TELUS International

Customer Service Channels

Keep Stepping to Succeed (Video)

Customers That Stick

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Interactive Video: The Rise of RPA Bots in Customer Service

Jacada

Recently, Head of Automation Scott Merritt sat down with the TechTalk team and discussed the ways in which organizations seek to benefit from customer service automation. We invite you to watch the interactive video (and enjoy the references we make along the way).

Cats + Kids + Customer Service: Changing the Customer Experience with Video

ConvergeOne

It is important to design support solutions that align with the way your customers work and live. However, even in our wired world, human interaction still plays a critical role and you can leverage technology to give your customers the best of both worlds. Customer Experience

Study: The Health of the Contact Center

1The Health of the Contact Center: Agent Well-Being in a Customer-Centric Era 2New study reveals heightened complexity of. customer experience increases pressure on the. 500 million to revamp the in-flight experience for its customers and improve customer relations in the contact.

Guest Blog: Customer Service Trends for 2018

ShepHyken

This week we feature an article by Rohit Prasanna who shares a great list of 10 customer service trends that will affect the customer experience this year. – Shep Hyken. In the service niche, customers have come to expect real-time resolutions to their problems.

Ask a CX Expert: Getting Started in Customer Service [Video]

The Center for Client Retention

This week, our # CXExpert shares some # WednesdayWisdom about how he fell in love with customer service and got his start in the industry. What makes you passionate about helping customers?

Behind the Scenes with Our Customer Service eLearning

Myra Golden Media

This week has been dedicated to customized customer service eLearning for some of my favorite clients. Read on to see how we create custom video training. Online workshops are usually 10-14 short video modules.

What’s the difference between customer service and customer experience?

Call Center Coach

While I knew our time together would be full of sharing and insight, I especially loved the way he was able to answer the nagging question, “What’s the difference between customer service and customer experience?”. And my passion is all about service.

Creating Customer Service Training Videos to Onboard New Recruits

Kayako

Since onboarding involved understanding the inner workings of Kayako and how to best deliver customer support for a SaaS product, I needed my team to teach me the ropes. I would have probably needed more time getting through the teething phase had it not been for Kayako’s training videos.

APIs 75

10 Educational, Funny & Thought-Provoking Customer Service Training Videos You Won’t Have Seen Before

Comm100

As a manager or trainer of a customer service team, you’ll know that excellent customer service teams aren’t born that way. Learning and training are at the heart of teams who are united in vision, strive for excellence and deliver the best customer experiences.

AI Customer Service: Today’s Most Transformative Technologies

TechSee

It seems like every company in every industry wants to harness the power of AI to enhance operations and positively impact the lives of their customers. A Tata Consultancy Services survey found that 31.7% Customer-facing AI technologies. Customer Identification.

What Is Net Promoter Score (Video)

Customers That Stick

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Incredible Marketing Campaigns to Boost Customer Service

Fonolo

These days, customers are savvier than ever. Thanks to social media platforms, customers wield more power than ever before. Surprise and Shout-Out to Customers. Tim Hortons is another brand that has made customer service a key component of its ad strategy.

Deep CX Thoughts Episode Three: Customer Service as a Differentiator [Video]

The Center for Client Retention

In this highly competitive business economy, only those companies that place customer service as a high priority on their agenda will continue to thrive, survive, and drive growth.

3 Fantastic Things About Our Online Customer Service Training

Myra Golden Media

Here’s what our current customers tell us are the three most fantastic things about our customer service eLearning. We show our three best features in this short video. Custom website and branding.

Improve Your Customer Experience with Microinteractions (Video)

Customers That Stick

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The Future of the Social Purpose Corporation (Video)

Customers That Stick

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Guest Blog: Creating a Great Remote Customer Service Team

ShepHyken

This week we feature an article by Wayne Turmel who writes about how to be successful with a remote customer service team. When you’re trying to serve your customers, your reps must be self-starting, relatively autonomous, and focused on their jobs.

What a Makeup Artist Taught Me about Customer Service

Myra Golden Media

This week, I’m filming video training for a client in Southern California. The first day I worked with Christina, she asked me about what I teach in my videos and training classes. “I I help frontline employees deliver the best possible customer experience,” I said.

Handling Dead-Air Space On a Customer Service Call

Myra Golden Media

If you’re on a call with a customer, and more than three, or four seconds go by, and you haven’t said a word, that’s called dead air space. But for the customer, dead air space feels awkward. Inform the customer, or …upsell.

Convenience is King for Millennials in Customer Service

Aspect

As the first generation of digital natives to enter the workforce, they changed how businesses interact with customers, forcing these companies to rethink how to deliver exceptional customer service. . What does that mean for your customer service teams?

Dollar Shave Club Teaches a Valuable Customer Service Lesson

ShepHyken

The Dollar Shave Club continues to impress me with their amazing customer service. I have used them as an example of how to create a membership experience , but now I want to focus on their ability to deliver amazing customer service. Great value with great service.

New Training Video: How to Get Great Customer Service

Toister Performance Solutions

The cashier was ignoring customers as he heated a burrito in the store's microwave. But that won't change the basic fact that the cashier wasn't acting like Mr. Customer Service. Service Tips for Customers The cashier's demeanor instantly changed. The experience helped me realize that customer service works best when both the customer and the employee are on the same wavelength. The new course marks the release of my 19th training video.

New Video: What AI-Powered Customer Service Automation Looks Like

DigitalGenius Blog

We thought you might want to take a peek at the new video we put together about DigitalGenius and our customer service automation platform. It's short (!) - and helps address the concerns of the modern customer support team: rising ticket volumes, overlapping systems - and those repetitive, expensive tickets

Deep CX Thoughts Episode Eight: Creating Loyal Customers [Video]

The Center for Client Retention

Although self-serve and technology may make customer interactions easier, these tools do not create loyalty. Hiring employees who care to help customers and foster a relationship will build out a base of loyal customers who come to you for help time after time.

4 Things Customer Service Agents Can Do to Convey Empathy to Customers

Myra Golden Media

We’ll use a customer service example. Your customer is upset because their shipment didn’t arrive, though you show that the package was left on the customer’s porch 2 days ago. Express empathy to this customer using the same steps I took with my daughter.

Latest Customer Service Trends to Watch For

CrazyCall

“You’ve got to start with the customer experience and work back toward the technology- not the other way around.” – Steve Jobs. The new emerging customer service trends can drive the business to success. Customer service is reaching new heights with changing times.

7 Trends in Customer Service to Watch in 2019

TeamSupport

Last year, we highlighted some of the key customer service trends to watch in 2018 and many of them came to fruition. Once again, for the third year in a row, here are 7 customer service trends to watch in 2019….