Solvvy

SEPTEMBER 20, 2022

You can also use your customer satisfaction (CSAT) score , Net Promoter Score®, and customer retention as indicators of how well your customer support processes meet your client’s expectations. In addition, talk to your customer support team agents on the front lines to learn about their pain points.

Chatbots 62

Chatbots Metrics Customer Support Customer Service 62

TeamSupport

MARCH 20, 2020

So, how can you keep a support team happy and working together when they are 10, 100, or even 1,000 miles apart? Here are 7 tips for managing a remote customer support team…. Your team should spend most of their day working within a customer support software solution and collaborating to solve customer issues efficiently.

Customer Support 80

Customer Support Management Morale Personalization 80

Kayako

AUGUST 13, 2015

Many companies face the same challenge with their customer support team: how to prevent the support staff from leaving. Failure to successfully prevent these will lead in your support staff to be unhappy, dissatisfied with opportunities for personal growth and eventually want to leave the team altogether.

Customer Support 111

Customer Support Morale Customer retention Feedback 111

ProProfs Blog

SEPTEMBER 18, 2017

How important is good customer support for your business? It may seem like a no-brainer, but a surprising number of businesses have failed to deliver when it comes to ensuring that their customers are happy. Good customer support is the key to have your customers coming back for more and improving your overall business.

Customer Support 148

Customer Support Self service Morale Banking 148

Solvvy

JULY 19, 2021

Unfortunately, many companies find themselves with the same customer support inefficiencies time and time again. In an effort to please customers and have ample personnel at the ready to field questions and concerns, some companies end up with too many people on their support staff. Are you falling prey to the same?

Customer Support 62

Customer Support Chatbots Morale Scripts 62

TeamSupport

JUNE 14, 2019

Customer support can be a challenge. Especially in the B2B (business-to-business) industry, the quick decisions your support team makes can have a profound impact on a customer relationship. This lets you have internal conversations directly within a ticket without the customer ever seeing it.

Customer Support 75

Customer Support Self service Morale Banking 75

aircall

MARCH 16, 2018

Our 2018 customer support strategy survey was sent to 475 industry leaders. How large is your customer support team? Participants were asked to name the one change that would have the largest positive impact on their customer support strategy in 2018… Survey Responses Reveal Trends to Improve Customer Support.

Customer Support 88

Customer Support Brand ambassadors Morale Surveys 88

TeamSupport

MAY 21, 2020

We’re looking at different B2B customer support channels from two distinctly opposite perspectives: cost center (support is a necessary evil of business) and profit center (support can hold its own in the revenue generation conversation). Support Operations. Did you miss Part 1 of this series? It was quite a show!

B2B 59

B2B Customer Support Self service Morale 59

ShepHyken

AUGUST 18, 2023

In today’s fast-paced business landscape, providing exceptional customer service is paramount to the success of any organization. As customer demands grow, companies are turning to Artificial Intelligence (AI) to enhance their customer support capabilities.

Customer Service 156

Customer Service Employee engagement Chatbots Morale 156

ShepHyken

NOVEMBER 15, 2023

Or worse still, asked for their input and then ignored? It would be a pretty terrible situation for the business, as well as the individual and wider employee morale. What if this colleague was then excluded from all strategy meetings and decision-making?

Morale 144

Morale Feedback Upselling Surveys 144

CSM Magazine

JULY 2, 2020

Intercom , the Conversational Relationship Platform that helps businesses drive faster growth, has announced the launch of the Conversational Support Funnel, the first holistic framework for delivering and scaling modern, next-generation customer support through a messenger-first experience. Conversational support is the answer.

Customer Support 52

Customer Support Morale Chatbots Engineering 52

CSM Magazine

NOVEMBER 11, 2020

The 2021 Customer Support Trends Report shows how the COVID-19 pandemic is impacting support leaders’ annual plans and identifies conversational support as a key strategic area of investment in 2021. The report is based on a survey of nearly 600 customer support leaders from B2B and B2C organizations.

Customer Support 52

Customer Support B2C Chatbots B2B 52

ShepHyken

FEBRUARY 19, 2021

Therefore, it’s essential to put customer service engagement at the top of your priority list. Ensuring all employees are engaged with your business is essential but making sure your customer service team is engaged is paramount to retaining a strong customer support team and increasing productivity.

Customer Service 317

Customer Service Employee engagement Morale Feedback 317

Mindtouch

MARCH 16, 2018

There are a lot of reasons a customer support agent might be unhappy. Regardless of the reason, an unhappy group of support agents can make for unhappy customers and seriously impact customer experience KPIs. Wherever you find agent burnout, dissatisfied customers are not far away.

Agent burnout 59

Agent burnout Customer Support Self service First call resolution 59

Nicereply

JANUARY 5, 2021

Take the time to make sure your support team is happy and have the resources they need to do their job. Customer support never stops and it still should be on your priority list for the next year. It’s not just about spending the most money on support but making the most of the resources you have available to you.

Customer Support 59

Customer Support Construction Feedback Surveys 59

ShepHyken

MAY 21, 2021

This week we feature an article Alexa Lemzy, a Customer Support and?Content She shares 5 strategies to build a happy and high-performing remote customer service team. Remote working has many benefits for customer service teams but also comes with some challenges. Alexa Lemzy is the Customer Support &?Content

Customer Service 333

Customer Service Morale Management Customer Support 333

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. Here are some ways that your work environment affects your agents: Productivity. Agent turnover.

Call Center 148

Call Center Morale Best practices Contact Center 148

aircall

DECEMBER 13, 2018

Plans, Predictions, Insights, and Opinions From 475 Customer Support Leaders. This survey provides a detailed (and timely) answer to a two-part question: What are the issues today’s customer support leaders care about the most? How are they designing their customer support strategies as a result?

Surveys 54

Surveys Customer Support B2C CRM 54

Nicereply

MAY 2, 2022

All jobs are stressful to some degree, but it’s particularly tough for customer support agents. Working in customer support involves a high level of job-related stress. Your support team is emotionally responsible for the well-being of your customers, and constantly demonstrating empathy all day can lead to fatigue.

Morale 98

Morale Customer Support Feedback Management 98

Kayako

SEPTEMBER 15, 2016

Or maybe your helpdesk is limiting you to reactive customer service? Satisfaction for working in customer support has been sinking. Customer support professionals are 6.8% And support managers reported that maintaining and improving team morale is one of the top challenges they face.

Customer Support 68

Customer Support Feedback Best practices Engineering 68

SharpenCX

AUGUST 19, 2021

Shopify employees (called Shopifolks) tout the pros of working at the company, like: Great people Remote work (without any micromanagement) Generous PTO Growth opportunities Positive team communication and morale. And, treating your employees well is the first step to a better customer experience. They keep team morale high.

Customer Experience 137

Customer Experience Morale Consulting Consulting 137

ShepHyken

MAY 27, 2019

What’s happening on the inside of your organization is felt on the outside by customers. That translates to higher morale, lower turnover and happier customers. How To Create Customer Journey Map Of A Restaurant? 3 Reasons Why Marketing and Support Teams Should Work Together by Valeriya. by By Team Survaider.

Journey mapping 261

Journey mapping Customer Service Employee engagement Morale 261

Fonolo

MAY 30, 2023

Meeting service level agreements Customers value a fast response when they reach out for customer support. 90% of customers rate an “immediate” response as important when they have a customer service question. 60% of those customers define “immediate” as 10 minutes or less, according to HubSpot.

contact center workforce 106

contact center workforce Best practices Contact Center Management 106

Nicereply

FEBRUARY 9, 2022

Read our first piece of Support talks with Craig Stoss and Paul Tucker , Head of Customer Support at EveryoneSocial , focuses on the last of those three points. . I recently sat down with Paul to talk about how embracing errors, instead of shaming them, can improve your support organization. It is immoral and illegal.

Morale 98

Morale Coaching Customer centricity Personalization 98

Fonolo

APRIL 20, 2020

If you’re worried about call quality, you can always set them up as a ‘Real IVR’ to give customers some human contact while they’re rerouted to the correct person; this is also a great opportunity to take some work away from your agents who can handle more complicated inquiries. Keep agent morale high.

Morale 136

Morale Interactive Voice Response Contact Center Self service 136

ProProfs Blog

NOVEMBER 20, 2020

It sends out a positive message that you value your employees, thereby boosting their morale. When an employee is guided by empathetic minds, it boosts their morale. It affects their trust, morale and commitment. Recognizing and rewarding talented employees act as a morale booster. Alignment With Company Mission.

Employee engagement 158

Employee engagement Surveys Brand ambassadors Morale 158

Callminer

FEBRUARY 24, 2020

When it comes to fostering better behavior and improving morale across your workforce, rewards play a particularly important role. For customer support representatives, ambiguity is the thief of joy. Unclear goals make a customer support representative’s daily job more stressful than it needs to be.

Best practices 207

Best practices Call Center voip Analytics 207

TeamSupport

OCTOBER 5, 2020

And they drive how satisfied their customers are with the company’s product or service, with those sentiments lasting a long time. There are no better brand ambassadors than those on your customer support team. Take advantage of this week to boost the morale of your help desk and customer service staff.

Customer Service 101

Customer Service Brand ambassadors B2C Morale 101

The Northridge Group

JULY 20, 2023

In-office work means they can ensure that each employee is being productive, staying on task, and efficiently delivering customer support. Download Part II of Northridge's State of Customer Experience 2023 Research Report for more CX insights! But is this really producing more productivity?

Contact Center 121

Contact Center Abandon rate contact center associations Metrics 121

TeamSupport

SEPTEMBER 29, 2020

They sat down with TeamSupport co-founder and COO Eric Harrington to talk about customer support in the time of COVID and building strong customer relationships. CIO Review: In your interactions with customers, what sense do you get of the challenges they face now in the CRM space and how is TeamSupport?

B2B 89

B2B CRM Morale Enterprise 89

Fonolo

AUGUST 29, 2018

Here, experts and influencers in the CX and CS industries give us incredibly valuable soundbites on best practices, boosting morale, improving performance, implementing technology, building partnerships, and delivering a well-orchestrated customer support offering to your burgeoning audience of customers.

Contact Center 271

Contact Center Brand ambassadors Morale Telemarketing 271

Playvox

APRIL 4, 2023

Not only are they bad for business, but they’re also bad for customer support center employees themselves. To keep turnover under control, you have to make sure your managers are trained to keep engagement up and morale high. Replacing agents lost to attrition is costly — averaging more than $14,000 per agent.

Contact Center 78

Contact Center Agent burnout Morale Coaching 78

CSM Magazine

APRIL 6, 2023

The integration with GPT systems—such as ChatGPT—is another step forward in Calabrio ONE’s product evolution to amplify the agent experience and deliver the highest standard of customer support.” The commercial potential of generative AI tools requires a moral juggling act, balancing possibility with responsibility.

Contact Center 52

Contact Center Morale Analytics Customer centricity 52

Fonolo

JULY 13, 2021

However, customer support workers are at a particularly high risk of burnout, and that risk is even higher for call centers. That’s why it’s so important for businesses to practice mindfulness and take steps to support the wellbeing of their agents and other employees. Build strong inter-team relationships.

Agent burnout 81

Agent burnout Call Center Morale Contact Center 81

Fonolo

OCTOBER 3, 2018

That’s fair enough, but the almighty bottom line is also affected by customers gained and lost. Along with sub-par products, poor customer service and slow or unresponsive customer support can spell the end of a customer’s journey with your brand. No Money, Honey. Contact centers are expensive, it’s true.

Contact Center 170

Contact Center contact center workforce Gamification Call Center 170

Fonolo

NOVEMBER 11, 2021

Lower contact center morale. Trend #2: Customer support is now a main revenue driver. This is why freemium products are on the rise; customers want to experience the product before committing their hard-earned dollars. Plentiful: Lost employees to competitors. Increased costs with training and recruitment.

Contact Center 87

Contact Center Multichannel Call Center Morale 87

JustCall

MARCH 28, 2023

Your customer-facing teams are at the heart of your business. Many sales and customer support teams are poorly trained, insufficiently equipped, and incoherent in execution. Here are four steps to help you assess the specific needs of your customer-facing teams: 1. Here are a few ways to cultivate this type of culture: 1.

Morale 52

Morale Sales Feedback Construction 52