ShepHyken

AUGUST 6, 2023

Each week, I read many customer service and customer experience articles from various resources. 25 Ways to Proactively Spot Your Customers’ Pain Points by Call Centre Helper Magazine (Call Centre Helper Magazine) When struggling to deal with customer demand, a lot of contact centres try to recruit more people.

Customer Service 156

Customer Service B2C Customer retention Government 156

C3Centricity

FEBRUARY 27, 2024

But this is no longer the only path to success and is certainly not the most effective. A Gartner survey found that employees’ willingness to support enterprise change fell from 74% in 2016 to just 43% in 2022. This is why atomic change is more effective than quantum disruption. So clearly atomic changes are the way to go.

Employee engagement 90

Employee engagement Surveys Enterprise Marketing 90

ShepHyken

MARCH 21, 2022

Each week I read many customer service and customer experience articles from various resources. 15 Stats About Post-Covid Customer Service by Blake Morgan. Chief on that list is updating customer service efforts. Our customer service research supports the theme. Our customer service research supports the theme.

Customer Service 167

Customer Service Customer retention Engineering Self service 167

ShepHyken

SEPTEMBER 26, 2022

Each week I read many customer service and customer experience articles from various resources. 15 Qualities You Need To Get A Good Customer Service Job by James Spillane. Business 2 Community) Are you interested in getting a customer service job? Business 2 Community) Are you interested in getting a customer service job?

Customer Service 167

Customer Service Customer retention Analytics Surveys 167

ShepHyken

AUGUST 19, 2022

She shares how organizations can improve employee engagement and customer satisfaction. In 2022, the Conversation Excellence Lab at Balto had the same question and discovered what makes contact center employees feel fulfilled, successful, and effective in their roles. . Do they address concerns the script doesn’t touch on?

Scripts 196

Scripts Customer Experience Employee engagement Best practices 196

Beyond Philosophy

DECEMBER 15, 2021

He and his Customer Experience Steering Committee came up with a virtual version of the traditional car-buying and service experience and implemented it in record time. Fascinated with the story and the success, we invited Dajani to this episode of the podcast to share what he learned with you. Complete this short survey.

Consulting 195

Consulting Consulting Customer Experience Surveys 195

Satrix Solutions

FEBRUARY 1, 2022

Have you heard someone utter that statement or even proclaim, “I never respond to surveys”? If like me , you’re in a Customer Experience (CX), Customer Success, or Research-related role, I imagine you have. Thankfully this attitude towards surveys is relatively rare in B2B. Who has time for all these surveys!

Surveys 78

Surveys B2B Feedback Technical Support 78

CCNG

JANUARY 4, 2023

Elevating the Customer Experience (CX) is an obsession for the contact center industry, and rightly so. The experiences that customers have with your contact center condition the way they think about you as a supplier of goods and services and as a trusted part­ner in providing the things that they need and want in their lives.

Customer Experience 195

Customer Experience Contact Center CCNG Self service 195

Totango

APRIL 5, 2022

Net Promoter Score is a customer satisfaction KPI that measures how likely a client is to recommend your brand to friends or colleagues. Your respondents’ average score can be used to measure customer satisfaction and predict business growth. Delivering your survey through multiple channels, such as your website and email list.

Upselling 101

Upselling Surveys Analytics Customer retention 101

CCNG

FEBRUARY 1, 2023

While many jobs come with a fair amount of stress, few positions are as taxing as that of an associate in a busy contact center who must regularly handle difficult customer service issues. By proactively addressing associate burnout, contact centers can empower their associates to improve the customer experience.

contact center associations 195

contact center associations Contact Center CCNG Business Process Outsourcing 195

Beyond Philosophy

JANUARY 19, 2022

We think it is the future of Customer Experiences. Dobrev takes us through the ways Coca-Cola has been using these technologies in their customer strategy to great success. Key Ideas to Improve your Customer Experience. Complete this short survey. Customer Experience Information & Resources.

Entertainment 195

Entertainment Consulting Consulting Technology 195

ShepHyken

DECEMBER 23, 2022

This week, we feature an article by Mitel , a company that works with teams by supporting their communications and technology needs so that they can provide the best customer experience possible. 2023 will be all about customer lifecycle management (CLM). They share their top 5 unified communications predictions for 2023.

Surveys 173

Surveys Education Enterprise Technology 173

Beyond Philosophy

FEBRUARY 16, 2022

The future of customer strategy is providing proactive experiences based on the predicted needs of your customers. The key to unlocking this future is your customer data, particularly the data you have collected about customer behavior. This concept is predicated on the idea of Customer Science.

Self service 221

Self service Consulting Consulting Customer Experience 221

JustCall

OCTOBER 17, 2023

As we shift to a more digital and fast-paced business environment, customer expectations from businesses are also shifting rapidly. Today, customers expect faster and better outcomes and will even switch brands if their expectations are not met. However, most brands fail to gauge customer sentiments until it’s too late.

Surveys 52

Surveys Feedback Metrics Construction 52

Totango

DECEMBER 6, 2021

What 2021 Taught SaaS Businesses about Customer Success. As the business world adapted to the challenges of 2021, SaaS companies re-examined what customer success means in today’s digital-first environment. First, we’ll look at how the flywheel model has redefined our understanding of the customer journey.

SaaS 92

SaaS Best practices Journey mapping Customer advocacy 92

Education Services Group

NOVEMBER 21, 2022

I’m talking about the 2022 Customer Success Leadership Study (much more exciting, IMHO). For the third year in a row, we’re tracking all the twists and turns unfolding in the Customer Success industry. Customer Success is growing, which is no surprise. A growing industry full of fresh talent.

Metrics 98

Metrics Benchmark CRM Technology 98

ShepHyken

DECEMBER 2, 2022

This week, we feature an article by Steve Miller, Head of Customer Success at Cirrus , a contact center solution that helps companies engage with their customers. He shares the benefits of excellent customer experience for your customers and employees. In a recent survey by SuperOffice , 45.2%

Customer Experience 173

Customer Experience Contact Center contact center solutions Technology 173

ShepHyken

APRIL 25, 2022

Each week I read many customer service and customer experience articles from various resources. Consumers Prefer Traffic Jams Over a Bad Customer Experience by Retail Customer Experience. I love customer service statistics , and this short article has several. You want customers that keep coming back.

Customer Service 161

Customer Service B2B Surveys Best practices 161

ChurnZero

DECEMBER 21, 2022

2022 was a tireless year. WIth that, here are ChurnZero’s top five most-attended and most-watched webinars from 2022. 1/ Crash course in Customer Success and SaaS metrics. Related reading: Key SaaS and Customer Success metrics you should care about – What’s a good CAC? One train can hide another.”.

SaaS 98

SaaS Benchmark Metrics Consulting 98

Creative Virtual

MARCH 31, 2022

When it comes to your customer service strategy, does age matter? Do you make decisions about how and where you deliver support based on the generations of your target customers? Are you planning for the expectations of younger customers as they gain more buying power over the next few years?

Self service 105

Self service Surveys Customer Support Customer Service 105

Spearline

JUNE 2, 2022

So what are the contact center trends for 2022? And, more specifically, what are the contact center technology trends for 2022? In a Gartner poll of customer service and support leaders, respondents said they expected their tech spend to grow substantially in 2022 – up 7.6%. reduction in spending.

Contact Center 98

Contact Center Technology Cloud contact Business Process Outsourcing 98

Playvox

NOVEMBER 1, 2022

In our 2022 remote work study , we found that nearly all the respondents were offering hybrid or remote work arrangements, but only 34% had a policy in place to govern it. To make remote or hybrid work a success in your customer service center, setting a strong policy is a must. What Is A Remote Work Policy?

Contact Center 74

Contact Center Schedule adherence Average Handle Time Coaching 74

Comm100

NOVEMBER 29, 2021

The customer service landscape is forever changing as technologies and consumer expectations develop, but 2021 has seen a shift of proportions that we have arguably never experienced. Query volumes spiked as customers (and companies) faced unprecedented problems, placing huge stress on customer service agents.

Customer Service 82

Customer Service Chatbots Surveys Customer retention 82

ShepHyken

DECEMBER 27, 2021

Each week I read many customer service and customer experience articles from various resources. Five Tips For Creating A Successful AI-Driven Customer Winback Strategy by Raviteja Sidda. My Comment: The stats say it’s less expensive to keep customers than to get new ones. But, what happens when the customers leave?

Customer Service 179

Customer Service Coaching Marketing Call Center 179

Playvox

SEPTEMBER 14, 2022

That’s especially true in your contact center, where millions of customer interactions across dozens of platforms can leave you overwhelmed by information and unable to act on what you hear from your customers. To take control, you’ve got to understand customer sentiment — how customers feel about your product or service.

Feedback 79

Feedback Surveys Contact Center Engineering 79

TechSee

FEBRUARY 23, 2021

All providers will shut down their 3G networks by the end of 2022. AT&T will stage its sunset in January 2022, and the Sprint 3G shutdown is coming in December 2022. Verizon already began to shut down its 3G networks at the end of 2020, but the sunset for commercial and government customers will be at the end of 2022.

Self service 109

Self service Wireless Contact Center Government 109

Balto

AUGUST 3, 2022

Is the contact center a drain on resources, a necessary expense to manage customer needs? Or is it a way to foster relationships with customers, garner revenue, and otherwise generate value for the company? Agents add the most value to their organization by letting customers know about incentives and asking for online reviews.

Contact Center 52

Contact Center Interactive Voice Response Surveys Self service 52

COPC

OCTOBER 25, 2022

As a global business whose core focus is helping our clients foster strong customer relationships, low turnover and consistent performance are critical. They can accurately describe the job they seek to fill and identify traits needed for an agent to be successful. Clear expectations unmistakably define what success means.

Employee engagement 79

Employee engagement Contact Center Surveys Coaching 79

Fonolo

NOVEMBER 11, 2021

Agent engagement has always been a critical ingredient for customer satisfaction. Without it, efficiency, productivity, and customer satisfaction are almost guaranteed to fall. So why is agent engagement more important now for 2022 than ever before? READ THE FULL GUIDE: Contact Center Trends 2022.

Contact Center 87

Contact Center Multichannel Call Center Morale 87

ChurnZero

MARCH 20, 2023

If you want to keep the peace at the dinner table, three things should never be discussed: religion, politics and who owns customer renewals and expansions. We put these two questions to respondents in our most recent 2022 Customer Success Leadership Study published late last year. Who owns customer renewals?

Accountability 52

Accountability Sales Management SaaS 52

ChurnZero

MARCH 20, 2023

If you want to keep the peace at the dinner table, three things should never be discussed: religion, politics and who owns customer renewals and expansions. We put these two questions to respondents in our most recent 2022 Customer Success Leadership Study published late last year. Who owns customer renewals?

Accountability 52

Accountability Sales Management SaaS 52

Balto

OCTOBER 2, 2022

Whether your contact center deals in sales, customer service, or collections, cross-training agents is the best way to garner revenue and value for your business. Customer service agents can successfully create revenue and increase customer value with the right talking points. Letting customers know about incentives and sales.

Contact Center 52

Contact Center Upselling Sales Surveys 52

Lumoa

OCTOBER 5, 2022

We want everyone to be able to act based on the voice of the customer. We believe the voice of the customer is paramount to a businesses success. You can invite as many people as you want to see your customers feedback, at no additional cost. The post Product News – September 2022 appeared first on Lumoa.

CRM 83

CRM Feedback Surveys 83

TeamSupport

OCTOBER 27, 2022

Providing honest, good customer service is a low-bar to clear – or so it seems. A good customer service platform really just has to do one thing, put the customer first. But if a business provides good customer service and places the customer first, then the effects of that commitmen t can be significant.

Customer Service 98

Customer Service Customer retention Customer Support Customer centricity 98

Comm100

DECEMBER 2, 2021

In 2021, evolving customer experience trends shook up the financial services industry. Customers demanded digital services to meet their needs, and as organizations rose to the demand, these high customer expectations led to innovative new services. For customers, this integration provides a seamless and excellent experience.

Customer Experience 90

Customer Experience Banking Chatbots CRM 90

Comm100

NOVEMBER 29, 2021

The customer service landscape is forever changing as technologies and consumer expectations develop, but 2021 has seen a shift of proportions that we have arguably never experienced. Query volumes spiked as customers (and companies) faced unprecedented problems, placing huge stress on customer service agents.

Customer Service 61

Customer Service Chatbots Surveys Customer retention 61

Balto

OCTOBER 31, 2022

The first few weeks (or months) of an employee’s time at your organization are pivotal to ensure that they are set up for success. Send a post-onboarding survey to your new agents: Did this program help them in their role? Send a post-onboarding survey to your tenured agent: Did they enjoy mentoring the new hire? CSAT Surveys.

Contact Center 52

Contact Center Surveys Coaching Telecommunications 52