Nicereply

SEPTEMBER 6, 2022

A roundup of the best customer service articles from 2022—to help you learn something new, revisit long-standing topics, or simply enjoy. Achieving stellar customer support is a moving target, involving a mix of strategy, processes, policies, analytics, and even a little art. 2022’s top customer service blogs.

Customer Service 97

Customer Service Complaint resolution Agent burnout Customer Support 97

Momentum Telecom

MAY 8, 2020

In the second post in this series, we look at how the shift to working remotely has changed how we approach the partner and customer relationships that are the foundation of our success. Prior to joining Momentum three years ago, Kerri had never worked remotely. Meet Kerri. Then we got a call about another opportunity two hours away.

Sales 52

Sales Personalization Technology Management 52

CSM Magazine

JANUARY 25, 2021

Customer relationship management is getting more important day by day. As competition in the markets increases with rapid globalization and lower entry barriers, it is becoming increasingly crucial for businesses to ensure that their relationship with every customer remains well-oiled. What is that approach? Let us begin! #1.

Customer Service 52

Customer Service Customer Support Feedback Employee engagement 52

BlueOcean

NOVEMBER 25, 2019

As the holiday season unfolds, we wanted to share the amazing words of gratitude that flow every day from our clients’ customers to our agents. Below you’ll find the best customer service kudos of 2019 (so far!) with quotes directly from the mouths of customers we interact with. MVP Customer Kudos. Maybe all-time.

Customer Service 62

Customer Service outsourcing Feedback Customer Care 62

Hello Customer

OCTOBER 14, 2021

Just as you must take your customers seriously, so must you take your VOC tool if you wish to capture meaningful conversations, rather than senseless chatter. All of it is intended to help you boost your customer-centricity and your business operations through data-driven decision-making. Make it Mobile and Multi-Device.

Surveys 75

Surveys Feedback industry standards Analytics 75

ChurnZero

JUNE 10, 2022

Implementing a Customer Success platform is a momentous occasion—the mark of a new beginning and growth. Another common yet avoidable downfall is underestimating or not scoping the organizational resources and time needed to complete implementation. But it can also be an intimidating undertaking, especially for first-time buyers.

CRM 52

CRM Accountability APIs SaaS 52

Virtual Live Labs

SEPTEMBER 30, 2020

IT departments moved into high gear, and as executives learned that employees could gain access to company systems and serve customers from home, they breathed a sigh of relief—crisis averted. Let’s face it; companies hire “people” people to interact with customers, and now these “people” people are working at home alone.

Coaching 130

Coaching Contact Center Employee engagement Accountability 130

Virtual Live Labs

SEPTEMBER 30, 2020

IT departments moved into high gear, and as executives learned that employees could gain access to company systems and serve customers from home, they breathed a sigh of relief—crisis averted. Let’s face it; companies hire “people” people to interact with customers, and now these “people” people are working at home alone.

Coaching 130

Coaching Contact Center Employee engagement Accountability 130

Amity

JANUARY 8, 2018

Well, this year is a good year to start, and what a better place to start than your Customer Success Program. Don’t sign bad fit customers. It’s not always going to be immediately obvious when a customer falls into the category of a “bad fit” customer. As commonly said, hindsight is 20/20.

Morale 100

Morale Metrics Feedback Sales 100

Vonage

MARCH 26, 2018

Last year, Amazon announced that it employs 45,000 robots across 20 fulfillment centers; Yobot the robot ensures customers enjoy conversation-free service at Yotel’s pod hotel in New York; and "chatbots" continue to help businesses deliver everything from online banking to checking in for flights. The rising cost of poor customer service.

Self service 63

Self service Banking Chatbots CRM 63

CSM Magazine

AUGUST 3, 2020

This is especially important for small businesses, as customers need to be able to find your company and products effortlessly. All enterprise-level businesses have a strong brand personality that makes them instantly recognizable to their customers. Trying to get a small business off the ground is no easy task.

voip 52

voip Coaching Engineering Feedback 52

Hodusoft

MARCH 30, 2023

Small Business Inbound Call Center Software to Improve Customer Service As a business owner, you must never underestimate the power of your phone system. You will not only need it to make various outgoing calls to your suppliers, business partners, and customers but also to receive incoming calls.

call center software 52

call center software Call Center Customer Service Interactive Voice Response 52

Babelforce

DECEMBER 2, 2021

The sub-disciplines of CX management Become a CX diplomat How to side-step the mistakes of CX management Building better customer experiences. Customer experience (CX) is an art of perception, getting to grips with the thoughts and feelings of customers as they do business with you. The benefits of CX management.

Customer Experience 52

Customer Experience Management Journey mapping Morale 52

VocalCom

OCTOBER 29, 2018

These days, customers have no problem remaining digitally connected to brands. However, just as some people claim that technology is robbing us of human connection, one might ask if the human touch is also disappearing in the customer-brand relationship. Can customers have an emotional connection with brands anymore?

Contact center software 48

Contact center software Contact Center Chatbots Metrics 48

GetFeedback

JANUARY 28, 2020

Although customer retention is cheaper than acquisition, it’s easier said than done. It takes a lot of commitment and dedication to get customers to stay loyal to your business. In this article, we are going to talk about how to use social media to attract and retain customers. Customers have multiple options at their disposal.

Customer retention 128

Customer retention Education Brand ambassadors Marketing 128

ijgolding

MAY 25, 2015

I am privileged because a multitude of organisations welcome me in to their inner sanctum to help them in their quest to become more customer centric. This enables me to continue my path on a never ending journey of insight and learning. Conclusion – get it wrong and it will stick in a customers mind for a long time… 2.

Customer Experience 120

Customer Experience Customer centricity Technology Analytics 120

JustCall

APRIL 22, 2022

Good customer experience reaps positive word of mouth and is a key factor in whether customers choose to buy from you again or renew. However, customer support can be a game of hits and misses unless you have the right guidance. Customers remember negative experiences more than positive ones . – Sally Gronow.

Customer Service 52

Customer Service Coaching Brand ambassadors Feedback 52

The Petrova Experience

FEBRUARY 20, 2024

As such, they can transform the ways we work, the scope of jobs we do, and the manner in which we serve customers. As such, they can transform the ways we work, the scope of jobs we do, and the manner in which we serve customers. Much of AI news focuses on the importance of regulation, data risks, and intellectual property debates.

Calibration 52

Calibration Chatbots Transportation Technology 52

ProProfs Blog

JANUARY 29, 2020

Do you think customers today will take the pain to stand in a queue to resolve a query or ask a question? Most brands today are transforming by opting to go beyond the traditional call centers and embracing multi-channel customer service channels, to help customers reach out to them with convenience. Obviously they won’t. .

Multi-channel support 148

Multi-channel support Customer Service Customer Support Self service 148

Lumoa

OCTOBER 31, 2018

Customer experience has been a buzzword for several years and is only heating up. Many companies experience numerous challenges in the ares of customer experience transformation. We talked with the leading customer experience experts to find out what CX professionals should pay attention in the coming years. “CX

Customer Experience 64

Customer Experience Customer centricity Education Consulting 64

Balto

FEBRUARY 8, 2023

Managing your call center’s workforce effectively is essential to keep both customers and agents satisfied. Workforce management, when done right, helps contact centers anticipate peak times and assign the right number of agents at the right times, boosting customer satisfaction and agent engagement.

Call Center 52

Call Center Management call center workforce Contact Center 52

JustCall

JULY 23, 2020

Customer needs are rapidly evolving, and so are their queries and complaints. C lichéd empathy statements no longer pacify annoyed customers. Customers now prefer services that solve their queries with genuine care and interest. And good customer experiences are built with EMPATHY. First, you cannot sound robotic.

Sales 52

Sales Customer Service Call Center Customer Experience 52

ijgolding

JULY 15, 2016

I have written and spoken many times over the last few months about the current state of customer feedback mechanisms. Whilst a number of new, innovative ways of capturing customer feedback do exist, the majority of organisations around the world continue to seek customer opinion through traditional survey techniques.

Feedback 81

Feedback Airlines Surveys Customer centricity 81

Calltools

OCTOBER 2, 2019

You will, of course, customize a sales cadence for your sales team to meet your specific needs. An effective sales cadence is a win-win for your team and your customers: your team is happy with their sales numbers, and your customers are satisfied with your service or product. ” What Is A Sales Cadence?

Sales 40

Sales call center software Marketing Best practices 40

CSM Magazine

DECEMBER 22, 2017

This situation is; Communicating with customers or prospects, Communicating with vendors, Communicating with colleagues on projects, or, Communicating with people we lead who don’t live nearby. Is a voice mail helpful or not? The saying goes; absence makes the heart grow fonder. But most of us deal with it every day.

Consulting 40

Consulting Consulting Personalization Management 40

ProProfs Blog

SEPTEMBER 28, 2021

Goes without saying – It is your undying commitment towards customers! Since customers have the power to make your brand or jeopardize its image, it’s crucial for you to continually mold your offerings to their needs and build experiences that surpass their expectations. . 15 Practical Ways to Obtain Customer Feedback.

Feedback 78

Feedback Surveys Analytics Sales 78

Talkdesk

MAY 25, 2015

Web chat solutions like LiveChat, Userlike and Olark strengthen the customer experience and are the perfect compliment to your call center software solution. They offer customers a direct digital line to agents so they can reach out to your company when they can’t use their phone. Customer ratings. Agent proactivity.

call center software 40

call center software Call Center Metrics Sales 40

LiveChat

OCTOBER 27, 2017

Since they know we write about ecommerce and customer service, they choose three nice topics and send it to us with brief outlines so we can choose one of them. Some time ago, we decided that it’s time to start to accept guest post contributions. It sounded like the best idea ever! I thought that guest posting would become a perpetual motion.

Marketing 45

Marketing Sales Personalization Engineering 45

Branch Mesenger

JUNE 1, 2018

"Companies can be so heads-down with what they're trying to accomplish that they sometimes miss trends that are impacting their industry or customers," says Wes MacLaggan, senior VP of marketing at Marin Software. "With Two areas really stood out to our team: the slides on work (141-175) and enterprise software (262-277). "Every

Entertainment 75

Entertainment Enterprise Technology Sales 75

Tenfold - Contact Center Blog

JULY 12, 2018

Imagine having to balance operational costs, customer experience, agent retention, and revenue growth–Contact center managers need to be on top of all of these things 100 percent of the time. But a contact center manager is no exception. The stakes have always been high and the pressure is on for the upper management.

Contact Center 66

Contact Center Management Coaching Call Center 66

CrazyCall

MAY 20, 2019

Sometimes, we all need a little advice that will help us make the next decision. Especially when you’re working in sales. New best practices, strategies, techniques, and approaches spring up like mushrooms and it’s hard to keep track of them. Yet, you wouldn’t like to fall behind your competition and what they’re doing. Sales Tips #1-10.

Sales 123

Sales Coaching Scripts Education 123

Jon Arnold

OCTOBER 3, 2017

These developments are relatively easy to understand, but as the frame of reference shifts from the “contact center” to “customer care”, other disruptive forces are emerging. Aside from being less easy to understand, they represent new channels of customer engagement that can potentially bypass the existing contact center model altogether.

Marketing 40

Marketing Contact Center APIs Enterprise 40

Verint

JANUARY 30, 2018

Never underestimate your customers’ ability to support each other and your CX program. As companies and customer experience (CX) professionals evolve digitally, many have already taken the plunge into public social networks, such as Facebook, Twitter and LinkedIn. customers, partners and employees—support it.

Analytics 38

Analytics Technical Support B2B Best practices 38

aircall

SEPTEMBER 12, 2016

Never underestimate the essence of calls to business growth and success. These connections are possible and can be supported through a phone call, SMS or Voice-over-Internet-Protocol (VoIP). It has been a simple task and easier for customers to reach you as they are directly in touch with the company.

Customer Experience 48

Customer Experience Inbound sales voip Sales 48

LiveChat

SEPTEMBER 12, 2016

Artificial Intelligence has always been a hot topic. The problem of creating a machine that can think, make its own decisions and at the same time lacks human limitations , has always aroused controversies. We all remember what the infamous Skynet has done to our planet in Terminator series, right? One would ask: why putting humanity at risk?

Morale 76

Morale Technology Surveys Chatbots 76

SmartKarrot

SEPTEMBER 18, 2020

When brewing a new marketing communication program, it is a given that the client’s voice is the prime ingredient. And that is why customers are stirring their thoughts and ideas through the help of a board, customer advisory board (CAB). Also, wouldn’t it be nicer getting free advice from loyal customers?

Best practices 10

Best practices Feedback Surveys Sales 10

SmartKarrot

JUNE 15, 2020

Till a while ago, nobody thought much of customer experience improvement – let alone SaaS companies, who prided themselves in creating some of the best products but left it to the customer to figure out how good it really was. Customer experience is driving sales and building brands. Time is money: Value the customer’s time .

Customer Experience 10

Customer Experience SaaS Education Customer centricity 10