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.

Exploring Hospitality Customer Service (Video)

Customers That Stick

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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.

Customer Service in the Time of COVID-19

ShepHyken

This week we feature an article by Paul Selby, a product marketing director for ServiceNow Customer Service Management. He shares tips and examples of how both companies and customers can adapt during a worldwide crisis, such as the COVID-19 pandemic. customers and?

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.

VIRTUAL CUSTOMER SERVICE WORKSHOPS

Myra Golden Media

Keep remote employees’ skills sharp with our customized, engaging, live virtual training. We start with a video conference to learn about your challenges and goals. Book Your Virtual Customer Service Workshop Now! Customer Experience Design

Customer Service Training is Not What You Think it is

ShepHyken

Many companies have a great focus on providing an excellent or, as I like to call it, amazing customer service experience. They do customer service training during the onboarding process. Customer service training doesn’t have to be so formal. The repetition of the message—which can be as simple as customer service is important —is the key to sustain the power of their initial training.

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.

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.

9 Ways to Use Call Recordings (Voice & Video) to Improve Customer Service

REVE Chat Blog

Is your business aligned with customer needs and perceptions in every aspect of their interactions with different departments? A bumpy customer journey risks losing potential customers as well as decreasing satisfaction, loyalty, and recommendations. Improved customer service.

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.

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.

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.

VIDEO: Customer Experience vs Customer Service, with Christa Heibel

NobelBiz

The post VIDEO: Customer Experience vs Customer Service, with Christa Heibel appeared first on NobelBiz®. This is First Contact: Stories of the Call Center.

VIDEO: Social Media Customer Service with Jay Baer

Customers That Stick

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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.

10 Years Ago, Customer Service Was Appreciated—Today, It’s Expected

ShepHyken

It wasn’t that long ago that you would go to a store, dine at a restaurant, do business with a vendor or call a customer support center and notice how good the customer service was. A great service experience stood out. When a customer gets it, they appreciate it.

Is Your Customer Service Consistent?

Customers That Stick

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Best Customer Service Posts and Videos from Provide Support

Provide Support

In 2020 customers will become smarter as their expectations for service and customer experience are set by best brands. As a result customers will walk away searching for better experience. Your customers may also use social media or an app on smartphone.

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20 Ways To Create An Amazing Customer Service Experience In 2020 (Part One)

ShepHyken

With all the focus on how technology—including AI, data, personalization and more—can drive a better customer experience, I wanted to shift my focus back to basics. Here are the first ten of twenty ideas as to how you can up your customer service game in 2020. Use video.

Keep Stepping to Succeed (Video)

Customers That Stick

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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.

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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.

COVID-19: At-Home Customer Service Classes (MyraGolden.com & LinkedIn Learning)

Myra Golden Media

If you and your customer service employees are stuck at home like most of us, it can be a fantastic time to jump into the professional development training you’ve been putting off. We have some free and low-cost ways to improve the sound, flow, and feel of your customer interactions.

Why gamers love video-based player support

TELUS International

Customer Service Channels

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?

37 HR Professionals & Hiring Managers Share the Most Useful Customer Service Interview Questions for Managers

Callminer

Managers play an integral role in ensuring high quality customer service, from hiring and training call center agents to monitoring performance, keeping tabs on vital call center metrics and keeping agents motivated every day. What do you do when you are frustrated with a customer?

How Customer Service Has Changed?

Customers That Stick

One question I’m often asked, particularly when doing media interviews, is how customer service has changed in recent years. Many of the biggest changes in both customer service and customer experience have been around technology. Customer Service Blog

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

5 Top Customer Service Articles For the Week of May 25, 2020

ShepHyken

Each week I read a number of customer service and customer experience articles from various resources. How to calculate your customer retention rate by Bryce Baer. Rather, consider it a key metric to guide and improve customer retention strategy and retention rate. I was glad to see this article, which includes the formula to measure customer retention. I do want to remind you that a repeat customer is not a loyal customer.

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.

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).

5 Top Customer Service Articles For the Week of March 23, 2020

ShepHyken

Each week I read a number of customer service and customer experience articles from various resources. An open letter on customer service during a pandemic by Paul Selby. 7 Customer Service Email Tips That Will Boost Customer Experience by Syed Balkhi.

37 HR Professionals & Hiring Managers Share the Most Useful Customer Service Interview Questions for Managers

Callminer

Managers play an integral role in ensuring high quality customer service, from hiring and training call center agents to monitoring performance, keeping tabs on vital call center metrics and keeping agents motivated every day. What do you do when you are frustrated with a customer?

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.

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.

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