ShepHyken

FEBRUARY 4, 2020

The Voice of the Customer. They discuss strategies for improving CX throughout every level of an organization. Very few companies take the customer experience into consideration when designing new products. Incorporate the customer’s voice throughout that process and give them a seat at the table from the very beginning.

Customer centricity 327

Customer centricity Employee engagement Customer Experience Customer Service 327

Beyond Philosophy

FEBRUARY 17, 2020

Technology, human behavior, Customer Experience are intersecting through the use of Artificial Intelligence (AI) and taking marketing in a new direction. We spoke to Messina on a recent podcast about this concept and how it applies to customer-driven growth. Messina is an expert on this subject.

Airlines 417

Airlines Call Center Consulting Consulting 417

TechSee

APRIL 9, 2024

In the world of customer service and technical support, a significant challenge often goes unaddressed: the visual gap. This gap represents the disconnect between customers and service agents, where words fail to convey the full picture of an issue or solution.

Technical Support 124

Technical Support Metrics Technology Customer Service 124

ShepHyken

DECEMBER 26, 2022

Each week, I read many customer service and customer experience articles from various resources. Customer Service Heroes: 5 Happy Holiday Tales by Cassandra Vincent. CSAT.AI) The holiday season is rife with customer service horror stories from both customers and workers. Happy Holidays!

Customer Service 162

Customer Service Self service Customer Experience Personalization 162

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. Their knowledge and impact is constantly reshaping the service industry. If you missed the 2022 list, you can check it out here.

Customer Service 207

Customer Service Customer centricity Contact Center Consulting 207

CX Accelerator

JANUARY 11, 2021

The all-too-sudden and tragic passing of former Zappos CEO, Tony Hsieh has sent a ripple through the business world, and the customer experience (CX) community is no exception. In the past, I’ve often chuckled upon reading about Zappos in a book or hearing the name mentioned in a keynote address as a model for customer-centricity.

Customer centricity 266

Customer centricity Banking Education Contact Center 266

Fonolo

DECEMBER 15, 2022

Call center leaders are always looking for ways to take their operations to the next level. But the question is: what does that next level look like for your business? That all depends on the goals your contact center sets. The first step is deciding where to focus your efforts. Improve the Customer Journey.

Call Center 138

Call Center Contact center software Abandon rate Self service 138

NobelBiz

FEBRUARY 27, 2024

When companies implement specific tools and best practices, they can significantly improve their customer experience (CX), increase agent performance, and ensure high-quality service. It represents a holistic approach that is aimed at transforming call center functions into a streamlined, customer-focused powerhouse.

Best practices 104

Best practices Call Center Interactive Voice Response First call resolution 104

TeleDirect

OCTOBER 23, 2023

In today’s world, the customer experience is everything. And while technology has redefined whole industries, your clients still want real connections. Business call forwarding ensures every call is answered and every customer receives the best customer service and support. want more human interaction.

Customer Support 62

Customer Support Business Process Outsourcing outsourcing Call Center 62

CX Accelerator

JANUARY 11, 2021

The all-too-sudden and tragic passing of former Zappos CEO, Tony Hsieh has sent a ripple through the business world, and the customer experience (CX) community is no exception. In the past, I’ve often chuckled upon reading about Zappos in a book or hearing the name mentioned in a keynote address as a model for customer-centricity.

Customer centricity 182

Customer centricity Banking Education Contact Center 182

NobelBiz

MARCH 5, 2024

Are you grappling with the complexities of call center metrics, seeking to elevate customer experience, and driving operational excellence through insightful data analysis? How do you navigate the sea of data to extract actionable insights and make informed decisions that propel your contact center forward?

Call Center 59

Call Center Contact Center Abandon rate Average Handle Time 59

Beyond Philosophy

MARCH 17, 2022

People ask me a lot if there is a difference between experiences and creating customer loyalty when you are a business-to-business (B2B) organization as opposed to a business-to-customer (B2C) one. My question is coming from a machine learning company. Can you refer me to resources in that direction?

Banking 195

Banking B2C B2B Construction 195

TeleDirect

DECEMBER 14, 2023

Today’s outbound calling provides businesses with a direct extension of their sales team, committed to their success by generating leads, setting appointments and performing market research. In essence, they exist to increase sales, ensure customer retention and promote your brand. So, what is outbound call , exactly?

Business Process Outsourcing 62

Business Process Outsourcing Telemarketing Call Center Best practices 62

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. But have you considered the far-reaching benefits of honing versatile skills for this crucial role?

Customer Service 64

Customer Service Customer centricity Coaching Customer retention 64

Fonolo

JULY 5, 2023

Customer perception has never mattered more. In the age of social media backlash and call-out culture, how your customers feel about your brand is key to your success. Here’s your complete guide to improving customer perception of your business. What is Customer Perception?

Surveys 104

Surveys Brand ambassadors Sales Upselling 104

IdeasUnlimited

FEBRUARY 12, 2024

IdeasUnlimited is overjoyed to announce its recent prestigious recognition by The Manifest as the “Most Reviewed Company – Global,” a testament to our steadfast commitment to excellence. This award underlines our dedication to delivering superior call center and virtual assistant support amongst other BPO services.

Technical Support 52

Technical Support Call Center call center solutions Customer centricity 52

Global Response

MARCH 26, 2024

Deciding to partner with a business processing outsourcing (BPO) vendor is a strategic move for companies of all sizes. It streamlines processes, saves money, and improves the overall quality of customer service. This ensures they are familiar with the regulations and operational standards relevant to your business.

Best practices 62

Best practices Management outsourcing Business Process Outsourcing 62

Win the Customer

SEPTEMBER 12, 2023

Customer satisfaction is not just a feel-good metric; it’s a tangible indicator of how well your products, services, and interactions resonate with your audience. In this blog post, we’ll explore the significance of measuring customer satisfaction and delve into key metrics that provide valuable insights.

Metrics 59

Metrics Customer centricity Customer effort Customer retention 59

NobelBiz

NOVEMBER 20, 2023

Welcome to the definitive guide on setting up a Virtual Phone System (VPS) – your ticket to seamless, efficient, and customer-centric communication. Let’s delve into the transformative world of VPS, unlocking the keys to elevating your business communication strategy.

Interactive Voice Response 103

Interactive Voice Response voip contact center solutions Contact Center 103

NobelBiz

MARCH 19, 2024

Let’s delve deeper and explore the dashboard functionalities, key metrics, best practices, and their pivotal role in enhancing customer satisfaction. Let’s delve deeper and explore the dashboard functionalities, key metrics, best practices, and their pivotal role in enhancing customer satisfaction.

Call Center 59

Call Center Average Handle Time Abandon Call Contact Center 59

Fonolo

JUNE 22, 2023

Visual IVR – now known as Fonolo’s Web Call-Backs – was one of the first self-service technologies to have a hugely positive impact on the customer experience. The original interactive voice response system (IVR) might be better known to customers as a phone menu. Read on for a crash course! Read on for a crash course!

Interactive Voice Response 91

Interactive Voice Response Abandon rate Self service Call Center 91

COPC

MARCH 11, 2024

This guide sheds light on the multifaceted nature of employee retention, aiming to enhance customer satisfaction and other key performance indicators through careful questioning and thoughtful leadership actions. Use the following questions to evaluate your preboarding process and improve the overall experience for new employees.

Call Center 98

Call Center Gamification Coaching Employee engagement 98

Call Design

JULY 6, 2021

It provides the necessary contact point for customers to connect with brands, whether that be troubleshooting, simple questions or administrative needs. Here’s a list of 10 key metrics that can be used by contact centre managers to ensure the delivery of both strong customer experiences and financial performance through workforce efficiency.

Metrics 148

Metrics Average Handle Time Schedule adherence Calibration 148

Vcaretec

AUGUST 8, 2023

Outsourcing customer service is something that the majority of new business owners are wary of, and for good reason. The main channel via which you communicate with your clients is through customer service, thus it can't be good for your brand, to put it mildly.

Customer Care 98

Customer Care outsourcing Call Center Complaint resolution 98

Global Response

FEBRUARY 28, 2024

The healthcare industry requires the highest level of precision and customer service. That’s where healthcare BPO services come in. Let’s explore healthcare BPO services and how your organization can effectively utilize them. What are healthcare BPO services? It’s a win-win.

Healthcare 62

Healthcare outsourcing Best practices Business Process Outsourcing 62

Nicereply

APRIL 29, 2024

No matter what your job title is, you’re more than likely to receive some form of negative feedback. Whether a customer complaint or a note from a supervisor, all forms of feedback can be helpful to you. They allow you to take a closer look at your performance and take the steps to improve for the future.

Feedback 52

Feedback Construction B2B Call Center 52

ClientSuccess

DECEMBER 5, 2022

What is a Customer Advisory Board (CAB)? A Customer Advisory Board (CAB) is a powerful tool for SaaS companies to maximize customer success. It helps drive better relationships between customers and the company, ensure customer satisfaction, and increase loyalty. Find customer champions.

SaaS 87

SaaS Customer advocacy Feedback Enterprise 87

Global Response

MARCH 27, 2024

An effective call center script balances consistent service quality with personalized customer interactions. It should enable agents to respond to the unique aspects of each call while maintaining a high standard of service. Today, we’ll explore several techniques for creating effective customer service scripts.

Scripts 62

Scripts Call Center Customer Service Coaching 62

SmartAction

NOVEMBER 15, 2023

In today’s fast-paced business landscape, customer self-service has become a pivotal aspect of delivering exceptional customer experiences. As we look towards 2024, the world of customer self-service is at a crossroads, with new challenges and opportunities on the horizon. Or is it something else?”

Self service 99

Self service Virtual Agent Chatbots Analytics 99

Help Scout

APRIL 29, 2021

Your customer service culture is not what your fancy “Customer Guarantee” promises, and it’s not whatever you say it is in your new employee handbook. Every company has a culture, and it isn’t something you can directly build. What does a customer service culture look like?

Customer Service 139

Customer Service Customer centricity Chief Customer Officer Metrics 139

Playvox

MARCH 12, 2024

Think about the last time you reached out to a contact center for one of the services or products that you purchased. You could have contacted the company in a multitude of ways — chat, text, social media, or even an “old-fashioned” telephone call. The importance of agent motivation in a call center cannot be overstated.

Morale 78

Morale Gamification Contact Center Quality management 78

Playvox

OCTOBER 20, 2023

In face-to-face interactions with customers, you have the advantage of observing eye contact, tone of voice, body language, and other cues that go along with their spoken words. For example, does “it works fine” and “customer support was ok” mean customers are happy, upset, or indifferent? What is Customer Sentiment Analysis?

Contact Center 82

Contact Center Coaching Feedback Surveys 82

Toister Performance Solutions

MAY 11, 2023

You've sent your team through customer service training. Kirkpatrick's four levels of evaluation sounds interesting, but your executives don’t care about levels. Kirkpatrick's four levels of evaluation sounds interesting, but your executives don’t care about levels.

Customer Service 87

Customer Service Surveys Best practices Customer retention 87

COPC

APRIL 19, 2023

Let’s explore how to achieve harmony and stimulate the ideal behaviors across your customer experience (CX) operations. Statement of Direction Every organization has a statement of direction, motto or saying that indicates its core values and beliefs. quality, service, etc.).

Metrics 71

Metrics Schedule adherence Benchmark Average Handle Time 71

Calltools

MAY 3, 2023

Gone are the generations raised to believe the customer is always right. Employees today can have a tendency to take that frustration out on co-workers and even on customers — especially if they don’t feel appreciated, engaged, or otherwise happy in their roles. After all, happy agents make happy customers.

Contact Center 98

Contact Center Coaching Average Handle Time Analytics 98

Nicereply

NOVEMBER 16, 2023

The skill of openness and support is crucial for team leaders who want to cultivate a similar culture among their employees and customers. These questions ask people to pause, reflect, and delve into their thoughts before responding. The power of open-ended questions lies in the insights they unlock. What is an open-ended question?

Feedback 59

Feedback Surveys Benchmark Customer centricity 59

Upstream Works

NOVEMBER 22, 2022

Before the term “customer experience” (CX) became widely used in the industry, the contact center was focused on “customer service.” ” When customers needed service – whether a question, a complaint, or technical support – they reached out to the contact center.

Technology 78

Technology Customer Service Contact Center Technical Support 78