ShepHyken

FEBRUARY 12, 2024

This episode of  Amazing Business Radio with Shep Hyken  answers the following questions and more: How is artificial intelligence used to improve customer interactions in contact centers? What are the challenges in finding the right balance between technology and human support in customer experiences?

Brand ambassadors 373

Brand ambassadors Healthcare Contact Center Self service 373

ShepHyken

NOVEMBER 10, 2021

Recently I was talking to a customer support rep. She said that my problem was complicated, and while she could probably give me the answer that would make me happy in the short term, it was not a long-term solution. Customers want the truth, even if it’s not what they want to hear. She was amazing. Next, she explained why.

Customer Support 367

Customer Support Customer Service Personalization 367

ShepHyken

OCTOBER 25, 2021

Each week I read many customer service and customer experience articles from various resources. What Kind of CX Do Customers Really Want? No Jitter) Many customers still prefer email and voice channels for customer service requests over chatbots. Read this article and learn more about what customers expect.

Customer Service 362

Customer Service Chatbots B2C Consulting 362

ShepHyken

AUGUST 31, 2023

This week, we feature an article by Sage , an international company that helps organizations of all sizes with accounting, payroll, and payment solutions. They write about how improving customer journeys increases business growth. The result of all of this is angry, frustrated customers. But don’t worry.

Journey mapping 321

Journey mapping Upselling CRM Feedback 321

CCNG

JUNE 14, 2023

Think about the very best customer experience that you have ever had with a brand. In today's competitive market, providing an outstanding customer experience is more important than ever. Businesses that excel in creating strong connections with their customers often enjoy higher levels of customer loyalty and increased revenue.

Customer Experience 195

Customer Experience Airlines CCNG Chief Customer Officer 195

ShepHyken

MAY 10, 2021

Each week I read a number of customer service and customer experience articles from various resources. 8 Ways to Win Customer Loyalty With Streamlined Customer Support by Samuel O’Brien. Here are eight different ways to streamline your customer support. Here are my top five picks from last week.

Customer Service 385

Customer Service Customer Support Surveys Self service 385

ShepHyken

MAY 24, 2021

Each week I read a number of customer service and customer experience articles from various resources. How To Thank A Customer For Their Business | Tips, Tricks, & Budget-Friendly Ideas by Philipp Wolf. With a growing number of consumers influenced by word-of-mouth, don’t let your customers slip away!

Customer Service 385

Customer Service Customer retention Contact Center Sales 385

ShepHyken

MAY 3, 2022

Customer Service and Issue Centricity. Empowering Customer Support Agents with Data. Shep Hyken interviews Devin Poole, Senior Director of CX Strategy at Dixa , the groundbreaking conversational customer service platform. They discuss connecting with customers using intelligence, empathy, and the right information.

Upselling 302

Upselling Self service Best practices Customer Support 302

CSM Magazine

MAY 14, 2024

Customer service often becomes the battleground where loyalty is won, and brands are differentiated. The saying “the customer is always right” has evolved into recognizing customer service as a crucial aspect of every business. The key is to invest in a program that aligns with your business goals and culture.

Customer Service 52

Customer Service industry standards Customer centricity Analytics 52

ShepHyken

AUGUST 11, 2023

She writes about how to listen to your customers with the goal of connecting. I am not here to talk about childish stuff like, “Listen to your customers.” me All they expect in return is empathy and a quick solution. Even if it is not your fault, empathizing with your customers is not going to harm you.

Customer retention 156

Customer retention SaaS Marketing Customer Care 156

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% Enabling agents.

Customer Experience 175

Customer Experience Contact Center contact center solutions Technology 175

ShepHyken

NOVEMBER 12, 2021

The differences between companies with exceptional customer service and the ones that don’t shine in quite the same way show up long before any interaction with a customer. Where Customer Service Really Starts. A company’s values then guide the way the mission is met and the solution gets delivered. All of your people.

Customer Service 255

Customer Service Personalization Customer Experience 255

ShepHyken

APRIL 6, 2021

An Amazing Customer Experience, Guaranteed . How to Get Customers to Gain Trust and Confidence in Your Brand. Shep Hyken interviews Jeff Toister , a customer service author, consultant, and trainer. They discuss how making or breaking promises effects the customer experience. . They buy a solution.

Advertising 367

Advertising Consulting Consulting Customer Experience 367

ShepHyken

JUNE 1, 2023

This week, we feature an article by Miika Makitalo, CEO of HappyOrNot , the company behind the Smiley Touch™ customer experience improvement solution and a leader in data analytics. He discusses how feedback and data analytics can make or break the customer experience.

Analytics 156

Analytics Customer Experience Feedback Chatbots 156

ShepHyken

AUGUST 21, 2023

Top Takeaways: • Customer obsession is a crucial aspect of every business, regardless of its size or industry. To provide exceptional customer service, it is essential to have a dedicated customer support team that is well-trained and equipped with the right tools and technology. . •

Customer Experience 156

Customer Experience Marketing Customer centricity Chatbots 156

TechSee

FEBRUARY 6, 2024

Customers expect a seamless and personalized experience from every business in today’s digital age. As a result, companies are increasingly turning to artificial intelligence (AI) to enhance their customer experience (CX). This creates a more engaging and personalized experience, increasing customer satisfaction and loyalty.

Enterprise 109

Enterprise Wait times Personalization Analytics 109

The Northridge Group

OCTOBER 12, 2023

By rethinking how your organization approaches customer support, you can transform your call center into a loyalty center that reduces churn and boosts Customer Lifetime Value (CLTV). Here are four tips for turning your call center into a loyalty center: 1. The latter can be particularly detrimental to customer loyalty.

Contact Center 115

Contact Center Call Center Analytics Customer Experience 115

Cincom

MAY 7, 2024

Effective communication is the lifeblood of positive customer relationships. The solution lies in customer communication management (CCM) software that automates and streamlines correspondence at an enterprise scale. Related: What Is Customer Communication Management Software? What Are Automated Correspondence Tools?

Healthcare 52

Healthcare Enterprise CRM Morale 52

Cyara

FEBRUARY 22, 2024

Per the question in the title of this blog post, let’s examine the phrase, break down the meaning, and then explore how “Last Mile Assurance” is relevant to and important in the context of contact centers and customer experience. The last mile, undeniably, is critical to ensuring customer satisfaction and loyalty.

Contact Center 76

Contact Center Customer Experience Technology Sales 76

CSM Magazine

FEBRUARY 6, 2024

AI-powered chatbots have made significant progress in customer service over the years. Although digital customer service solutions can be quick and efficient, they often offer generic and automated responses that are not personalised to individual customers.

Customer Service 98

Customer Service Chatbots Technology Sales 98

Fonolo

MAY 23, 2023

Customer service is all about meeting and exceeding customer expectations. But did you know that hyper-personalization in the contact center is one of the best ways to delight your customers? Customers want to feel seen. And they’ll reward businesses who invest in hyper-personalized service with their loyalty.

Contact Center 106

Contact Center Personalization Analytics Chatbots 106

Nicereply

JANUARY 17, 2024

In today’s hyper-connected world, where customers wield more power than ever before, businesses face an unrelenting challenge: customer complaints. Did you know that, on average, dissatisfied customers will share their negative experiences with 9-15 people ? Why solve customer complaints?

Complaint resolution 105

Complaint resolution Scripts Feedback Wait times 105

CSM Magazine

OCTOBER 27, 2023

You know that excellent customer service is the heart of any successful business. Let’s explore why diversifying your abilities can unlock a level of service that truly delights your customers. These skills gained through comprehensive call center coaching equip them to better understand client needs and articulate solutions.

Customer Service 64

Customer Service Customer centricity Coaching Customer retention 64

TechSee

JUNE 16, 2022

Customers expect better and faster pre and post purchase services. Whether they need help setting up a new device or to repair a damaged product, the way in which these interactions are handled are at the heart of customer satisfaction. Eric Esguerra, Vice President, Customer Service & Operations at Miele Canada Ltd.

Customer Service 251

Customer Service Chief Customer Officer Contact Center Consulting 251

TechSee

AUGUST 14, 2023

TechSee’s Annual Influencer List For a second year, everyone at TechSee is proud and excited to share our annual list of influential leaders in the space of digital customer service. As the Head of Customer Support and Engagement at HotDoc, she is responsible for leading the customer support and engagement strategy.

Customer Service 207

Customer Service Customer centricity Contact Center Consulting 207

TeamSupport

APRIL 17, 2024

In the digital age, where customer expectations are higher than ever, providing exceptional customer support is not just an option; it's a necessity. As businesses scramble to keep up with growing demands, the right customer support solution becomes a pivotal asset. This is where TeamSupport stands out.

Customer Support 52

Customer Support Analytics Upselling CRM 52

24-7 InTouch

MAY 14, 2024

BOGOTÁ, COLOMBIA, MAY 14, 2024 – IntouchCX, a global leader in customer experience management, digital engagement, and technology solutions, won two major awards at the 2024 Customer Experience Interaction Awards presented by BPrO in Cartagena, Colombia. For more information, visit [link].

Business Process Outsourcing 59

Business Process Outsourcing Customer Experience outsourcing Benchmark 59

Integrity Solutions

APRIL 19, 2024

It’s about asking questions from a place of genuine curiosity, listening, fully absorbing what you’re hearing and then being willing and able to pivot in whatever direction the customer’s answers take us. The research also shows 61% of customers feel they’re treated as a number rather than a human being.

Personalization 109

Personalization Sales Scripts Contact Center 109

NobelBiz

NOVEMBER 13, 2023

As businesses prioritize customer satisfaction, understanding the nuances of measuring Customer Experience Return on Investment (CX ROI) has emerged as a strategic imperative. The Direct Link Between CX and Revenue Growth To begin, it is essential to understand that positive customer experiences directly correlate to revenue growth.

Customer Experience 111

Customer Experience Contact Center Call Center Revenue potential 111

Cincom

MAY 8, 2024

Fortunately, Configure, Price, Quote (CPQ) software provides specialized solutions purpose-built for streamlining sales in enterprise environments. With advanced guided selling, deal management, and configuration capabilities, CPQ enables enterprises to scale sales operations, increase efficiency, and improve customer relationships.

Enterprise 52

Enterprise Sales CRM Engineering 52

Global Response

DECEMBER 21, 2023

Does customer service really impact how your audience views your brand? Take a look for yourself: 3 out of 5 customers say that good customer service is necessary for them to feel loyal to a brand. 93% of customers are more likely to remain loyal to companies who have great customer service. The data is clear.

Customer Service 62

Customer Service outsourcing Chatbots Abandon rate 62

CSM Magazine

MARCH 20, 2024

In the fast-evolving global business landscape, the strategic move of customer support outsourcing to the Philippines has become a critical path for companies seeking to boost operational efficiency and elevate customer satisfaction. The expertise residing within Cynergy BPO’s leadership is unparalleled.

outsourcing 52

outsourcing Customer Support Customer Experience Business Process Outsourcing 52

AWS Machine Learning

NOVEMBER 26, 2023

Amazon Personalize is excited to announce the new Next Best Action ( aws-next-best-action ) recipe to help you determine the best actions to suggest to your individual users that will enable you to increase brand loyalty and conversion. All your data is encrypted to be private and secure.

Personalization 80

Personalization Engineering APIs Technology 80

The Northridge Group

JULY 10, 2023

When you ensure your call center utilizes KPIs that align with your company culture, you can start to make a difference in how your customers view you. You can transform your call center into one that promotes loyalty and turns avid customers into brand promoters.

Call Center 104

Call Center First call resolution Advertising Scripts 104

Horizon CX

FEBRUARY 7, 2024

Balancing High-Tech Solutions with Human Touch: Ensuring Customer Experience Remains Personal Introduction In today’s fast-paced digital age, the allure of high-tech solutions and artificial intelligence can be irresistible for businesses seeking efficiency and cost-effectiveness.

Personalization 52

Personalization Wait times Technology Self service 52

IdeasUnlimited

MARCH 6, 2024

In the ever-evolving world of business, customer service stands as a pivotal pillar in building brand loyalty and ensuring customer satisfaction. With a decade-long history of excellence, IdeasUnlimited has been instrumental in transforming the customer service landscape for businesses worldwide.

Customer Support 105

Customer Support Brand ambassadors Call Center Enterprise 105