Beyond Philosophy

OCTOBER 8, 2020

Look at the lifetime value of the customer. You might have noticed that the global pandemic isn’t doing much for your bottom line. You might also be wondering how you can reduce costs to save your assets—even when the economy is robust and healthy. We discussed these five rules on a recent podcast. Strive for balance.

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Consulting Consulting Call Center Advertising 434

Myra Golden Media

APRIL 23, 2020

If a remote employee’s next phone call is from an angry, irate customer, can they handle it? If a remote employee’s next phone call is from an angry, irate customer, can they handle it? Empathy for Customer Service Professionals. Learn about how to use empathy to your advantage with difficult customers.

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Customer Service Upselling Personalization Customer Support 303

Beyond Philosophy

MARCH 28, 2019

Managing our risk aversion and the risk aversion of our customers is a significant part of providing an excellent Customer Experience. We discussed uncertainty in business and Customer Experience and how to cope with it in a recent podcast. Luckily, there are a few ways to manage uncertainty—and its related risk.

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Management Consulting Consulting Benchmark 359

Beyond Philosophy

JULY 20, 2021

While we can’t predict they will do the same for you with certainty, we feel that they will be helpful in the pursuit of your career goals for yourself and your Customer Experience management goals for the organizations. The Experience Economy: Competing for Customer Time, Attention, and Money. Joseph Pine and James H.

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Nicereply

MAY 25, 2022

Something will go wrong, mistakes will be made and customers will be upset. The Carey School of Business found that only 37% of upset customers were satisfied when offered something in return for the issue. After a bad customer service experience, 39% of customers will avoid a company for two years.

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Customer Service Accountability Personalization Education 105

Beyond Philosophy

MAY 21, 2021

From white lies to spare feelings to great big whoppers that deceive people for ulterior motives, lying is a part of life and, unfortunately, Customer Experiences. From white lies to spare feelings to great big whoppers that deceive people for ulterior motives, lying is a part of life and, unfortunately, Customer Experiences.

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JivoChat

AUGUST 10, 2023

You can put all your time and effort into the hustle of bustle of the world of business, networking and growth, but you will only find success with one key thing: excellent customer service. So, if one of the main focuses of your business is to have great customer service, then you are on the path to great things in the business world.

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Customer Service Chatbots Morale Feedback 75

Fonolo

MAY 20, 2021

It’s easy to feel nervous after hearing that — nobody wants to deal with angry customers! An escalation request also often means that a customer feels dissatisfied with your service, which can feel discouraging. The Contact Center Playbook for Improving Customer Satisfaction. What is an escalation in a contact center?

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Contact Center Call Center Management Customer Service 148

CSM Magazine

NOVEMBER 29, 2022

When most people think about customer service, the first thing that comes to mind is solving problems. Showing empathy for others is a key customer service skill that is often overlooked. Here are ten ways you can create empathy-centric customer service. One of the best ways to do this is to constantly ask for feedback.

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Customer Service Personalization Surveys Feedback 52

ProProfs Blog

JANUARY 31, 2019

Winning new business and then providing world-class customer service is surely not without its ups and downs. You do your best to build out a team—inside sales, outside sales, customer success—to get them to work as an efficient, customer-focused unit. Related Read: Customer Service Skills that Every Employee Needs.

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Best practices Customer centricity Sales Feedback 129

Fonolo

MARCH 9, 2023

CCMC’s Customer Rage Study is a fascinating look at CX, designed to help customer service pros identify pain points and reduce customer complaints in the contact center. Those are attention-grabbing numbers, but the most exciting part of the study is why customer problems have increased.

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Fonolo

NOVEMBER 24, 2022

An inbound service contact center has agents answering inbound customer service calls. Appropriate goals might be to improve the customer experience by aiming for faster response time or improved cSat scores. The consequences of faltering include negative word of mouth and poor customer experience — who wants that?

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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.

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ProProfs Blog

DECEMBER 28, 2020

If you’ve heard such customer concerns lately, then it means they’ve been through a bad customer service experience with your brand. It’s not like you wanted this, but let’s face it that your customers may come up with such complaints even in the future. What are Customer Complaints? I haven’t heard a darn thing!”.

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First call resolution Customer Support Feedback Personalization 141

Nicereply

AUGUST 28, 2023

Handling customer complaints is always challenging for customer support managers. There is nothing sexy about business owners having to handle customer complaints but resolving complaints is an inevitable part of running a business. But it doesn’t have to be this way.

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Complaint resolution Feedback Customer Service Sales 98

Help Scout

JULY 13, 2021

Sometimes the customer service teams who are supposed to be solving problems somehow manage to make them so much worse instead. Running from responsibility The root of many terrible customer experiences is a company that is happy to collect money from a transaction but not to accept responsibility when things go wrong.

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Customer Service Scripts Chatbots Airlines 136

TechSee

SEPTEMBER 29, 2020

Contact centers are always looking for ways to reduce costs. Since most of a contact center’s operating costs are related to staffing, the easiest and quickest ways of tightening the belt are to cut headcount or shut down live support channels. The Best Call Center Cost Reduction Strategies.

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CSM Magazine

JANUARY 8, 2024

Unlike customer service, consumers might not be direct buyers but benefit from support. Similar to other service-oriented businesses, consumer services prioritize indirect customer satisfaction. Similar to other service-oriented businesses, consumer services prioritize indirect customer satisfaction.

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Healthcare Real estate Education Banking 52

JustCall

OCTOBER 25, 2023

But are you confident that your agents are providing the right support and expertise for your customers? A well-performing agent can turn a disgruntled customer into a brand advocate, while a struggling agent can inadvertently send a loyal customer straight into the arms of a competitor. Prioritize resolving issues quickly.

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Nicereply

NOVEMBER 13, 2023

Customer service teams are the superheroes of the business world. The customer service team, of course! They play a crucial role in ensuring customers are satisfied and keep coming back for more. Creating a compelling experience for customers makes the customer service representative role demanding, regardless of the industry.

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Nicereply

JUNE 8, 2021

One phrase used with a certain customer may not go down too well with another, and it’s important to remember that every customer is an individual. The phrases you use when talking to customers are crucial for good communication. Customer service is a top influence on business performance and impacts your bottom line.

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Customer Service Calibration Scripts Feedback 71

Expivia

MARCH 18, 2021

Incredible customer service is the backbone of any call center. Agents deal with customers every day. What exactly makes a call center agent good at customer service? Top 10 Customer Service Skills of the Best Call Center Agents. Top 10 Customer Service Skills of the Best Call Center Agents.

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Call Center Customer Service Education Average Handle Time 98

CSM Magazine

MARCH 16, 2023

This article will define emotional intelligence, its benefits for contact centers, and how it improves the customer experience. Agents build strong customer relationships by demonstrating emotional intelligence and creating a positive experience. What is emotional intelligence? They are also often strong leaders.

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Nicereply

NOVEMBER 7, 2023

You’ve just gotten promoted to manager of your customer support team, and you’re thriving. You’re great at optimizing processes, devising new programs to improve the customer experience, and you love collaborating and developing your team. Right up until you have to give them negative feedback.

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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.

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Morale Customer Support Feedback Management 98

Steve DiGioia

AUGUST 8, 2016

I know this may cost me my “ man card ” but there is no way a man can compete with a woman when it comes to providing great customer service, period! We’ve all read books about how to provide great customer service. Let’s look at the facts of why women are better at customer service than men…. Women win at listening.

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Customer Service Telemarketing Journey mapping Sales 194

Beyond Philosophy

AUGUST 15, 2019

This oft-quoted line from Peter Drucker is more pertinent today than ever concerning Customer Experience strategy. Every marketer should measure their performance in Customer Experience to understand what drives value for customers. . We discussed measuring Customer Experience correctly in a recent podcast.

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Metrics Finance Surveys Consulting 312

Talkdesk

MAY 19, 2020

As a side effect of the coronavirus (COVID-19) pandemic, customers are looking for support like never before. Contact centers are handling higher customer demands as call volumes peak and the customer experience (CX) bar continually rises. Your caller will thank you for it and your customer satisfaction (CSAT) scores will rise.

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Customer Support Contact Center Sales Customer Experience 96

ChurnZero

DECEMBER 21, 2022

If you’re anything like me, you signed up for a bunch of webinars with admirable intentions of attending, which is code for snagging the recording to watch when you found an uninterrupted window of time, which is also a nice way of saying never. Show us your ways. 1/ Crash course in Customer Success and SaaS metrics.

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SaaS Benchmark Metrics Consulting 98

Nicereply

AUGUST 22, 2022

We’ll talk about supporting customers, even if you’re not delivering the good news. Learning how to deliver the message in a way to contain the situation and avoid frustrating the customer is a useful skill. This is certainly true when dealing with health issues. Welcome to the next episode of support talks!

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Customer emotions Healthcare Service level Management 52

Quiq

SEPTEMBER 14, 2022

The worst part of customer service? Dealing with angry customers. Continue reading to see how to handle angry customers. Why respond to angry customers at all? And while that is sage advice for many situations, it’s not the best way to handle your angry customers. Under 5 minutes: $19.83

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Airlines Wireless Surveys Feedback 52

Callminer

APRIL 21, 2020

Working 9 to 5 is good, but when you have the option to work from home, make sure that employees consider this option. The role of a call center manager is complex and challenging. Call center leadership has a significant impact on performance by setting the tone of the workplace and fostering employee morale. Smitha Baliga. Adeel Shabir.

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Call Center Management Scripts Coaching 182

Fonolo

JANUARY 3, 2018

As a customer service leader, you know that not every interaction is going to go smoothly. Sometimes it’s easy to maintain your composure while dealing with a customer complaint, other times it’s more difficult. One of the worst ways to calm a frustrated customer down is by trying to explain why something went wrong.

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Contact Center Feedback Personalization Metrics 97

OctopusTech

OCTOBER 31, 2022

Have you ever thought about what your customers think about your brand? The solution to all the above queries lies within your customers. Customer perception is an important factor for any brand’s success as it will decide if your brand will make it into the competition or not. What Is Customer Perception? Sensing Stage.

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Surveys Customer centricity Marketing Feedback 62

Quiq

AUGUST 18, 2022

But service agents still need to build customer rapport. It’s easy for customers to change brands when things go wrong. In fact, 61% of customers say they’ll switch brands after just one bad customer service experience. In fact, 61% of customers say they’ll switch brands after just one bad customer service experience.

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Scripts Interactive Voice Response Accountability Upselling 74

CSM Magazine

DECEMBER 13, 2023

In a competitive market, stellar customer service stands as the cornerstone of a thriving business. As a matter of fact, 49% of customers have left a brand due to poor customer service , as revealed in a study back in 2021. Note that most of these customers were once very loyal to the brands they supported.

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Customer Service Upselling CRM Employee engagement 52

Customers That Stick

JULY 5, 2018

Let’s just say it right here at the start — dealing with difficult customers stinks. From the disengaged to the deceptive, from the frustrated to the furious, challenging customers can manifest themselves in an incredible variety of ways. 1 Not Managing Your Inner Caveperson. 1 Not Managing Your Inner Caveperson.

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Customer Service Personalization Customer Experience Management 119