Team Support

JUNE 20, 2023

Compounding these hurdles is the fact that providing excellent customer support is facing its own set of challenges. As customer support demand continues to increase by 11% per year, reduced staffing levels is causing 75% of customer service agents to face a serious risk of burnout.

Self Service 97

Self Service Chatbots Analytics Knowledge Base 97

Seaton CX

JUNE 28, 2023

“If you genuinely want to put customers first, you must put employees more first,” says Hal Rosenbluth, author of The Customer Comes Second. It’s a bold claim, but the data backs it up—there’s a strong correlation between employee morale and customers satisfacti on. Choose the Right AI : Not all AI is created equal.

Contact Center 87

Contact Center Training Chatbots Technology 87

Totango

JULY 8, 2022

But in fact, you should be investing now more than ever in customer success. In order to protect your core business, which is your current customer base, you need to be making the necessary changes to keep up with delivery and communication of value to your customers. It’s time to “shift right.”. How to Shift Right .

Self Service 103

Self Service CRM Customer Retention Customer Journeys 103

Uniphore

JUNE 9, 2021

With the COVID-19 pandemic forcing rapid digital transformation and the complexity of customer interactions on the rise, most companies recognize the need for new approaches. Break out of the traditional model with a “joined-up” service that utilizes resources and information from across the entire company. Download Now.

Engagement 246

Engagement Contact Center How To Metrics 246

Hallmark Business Connections

APRIL 26, 2021

Even before the outbreak of COVID-19, the rate of nurse burnout — physical, mental, and emotional exhaustion resulting from chronic workplace stress — was at c ritical levels. O ne-third o f nurses experienced burnout before the crisis, leading to chronic job dissatisfaction, errors at work, and decreased ability to care for patients.

Customer Experience 67

Customer Experience Strategy Healthcare e-support 67

Uniphore

JUNE 15, 2021

You’re listening to your customers on social media—and taking steps to improve their experience—but what about your customer service employees? For contact center and customer experience leaders, the stakes have never been higher. Accommodators Meet customers halfway, often placating them with discounts or refunds.

Call Center 162

Call Center Social Media Contact Center System 162

Vonage

APRIL 25, 2017

He is also a master of using excellent customer service skills. I had the pleasure of sharing a speaker’s platform with him at an Achiever’s Congress in Asia where he demonstrated the meaning of impeccable customer service skills. He uses preparation to enable him to put forth amazing customer service skills.

Customer Service 145

Customer Service Exceptional Customer Service Culture Contact Center 145

One Millimeter Mindset

NOVEMBER 24, 2021

This month, review these three chewable one millimeter mindset blogs: posts freshly created throughout November 2021. First Post – Chewable One Millimeter Mindset Blogs. Also, believing that no news from a customer is good news gives you a false sense of security about their loyalty. Is it finances, burnout or both?

Leadership 18

Leadership Innovation Loyalty Resources 18

Wired and Dangerous

FEBRUARY 18, 2019

Customers enjoy “grazing” in the fields of choice. Today’s wired and dangerous customers relish having countless options and enjoy the security of personalization. And, when they are prodded to follow a lock-step freedom-limiting path, they quickly leave the herd for greener service pastures. Our culture is all about freedom.

Self Service 114

Self Service Transportation Social Media Customers 114

ChurnZero

AUGUST 26, 2022

The Q&A portion of the webinar covered topics that hit close to home for so many of us, such as how to not feel guilty when we don’t complete our daily tasks, how to recognize the signs of burnout, and how to ask for help when you need it. Maybe it’s the end of the quarter or you have a lot of new customers coming on.

How To 98

How To Roadmap Communication Tools 98

Kustomer

SEPTEMBER 12, 2023

In reality, AI has been integrated into our everyday lives for years now, especially for the average customer. Even you, as a business owner or customer service manager, are likely already using generative AI in CS, or you should be. But how do we use this type of technology to enhance the customer experience?

Self Service 52

Self Service Chatbots CRM Social Media 52

CSM Magazine

MARCH 3, 2023

Daily rhythms, small habits that have been cultivated over days, months, and years, are key to succeeding in the world of customer service. ” Customer service managers know this better than anyone, having the monumental task of establishing relationships with employees, customers, and other management teams.

Customer Service 52

Customer Service Management Customer Service Representative Feedback 52

Vonage

JANUARY 24, 2017

I am amazed at the effort companies put into building service brands on the outside, yet how fragmented they can be on the inside when it comes to customer service excellence. He believed in the company’s commitment to customer service excellence. Clearly there was no commitment to customer service excellence.

Customer Service 133

Customer Service Advertising Contact Center Culture 133

CX Accelerator

MAY 28, 2019

There is no place in the world I’d rather work than in Customer Service. On a good day, we are working to resolve customer inquiries as quickly and effectively as we can. Consider all the classic contact center problems--adherence to schedule, failure to share knowledge, snippy attitudes, and burnout.

Culture 140

Culture Contact Center Customer Journeys Groups 140

Calabrio

OCTOBER 5, 2016

As consumers, we all love the convenience of online self-service. We’ve come to expect immediate gratification via electronic service delivery. So self-service is one of the ways we connect now. It’s easy to see how self-service benefits customers. And self-service benefits both of them in a big way.

Self Service 100

Self Service Customer Engagement Engagement Contact Center 100

Brad Cleveland Blog

DECEMBER 18, 2020

In customer experience, when service is required, quality of service and access to it are inextricably associated with, and complementary to, each other. When customers wait too long, they will often verbalize their criticisms when they finally do reach an employee. Employee burnout can increase.

Customer Experience 49

Customer Experience Call Center Customer Expectations Contact Center 49

Kayako

APRIL 14, 2016

Video is an excellent self-service tool. It offers a unique way for customers to learn about and get the most from your product or service. Interactive video takes things to the next level – by giving your customers a complete support experience in one. Why use video in self-service support?

Self Service 120

Self Service Video Interaction How To 120

ProProfs Chat

DECEMBER 16, 2020

Studies also suggest that 79% of businesses prefer to use live chat at their website instead of email (61%), phone (44%), and social media (48%) platforms to communicate with customers for instant support. At different stages of the customer lifecycle , live chat turns out to be a saving grace for business owners.

Management 98

Management How To Chatbots Tips 98

Bold360

FEBRUARY 27, 2019

So, it’s not surprising that there’s a backlash against AI brewing, out of fear that bots will edge humans out of customer service jobs. empathizing with customers, particularly when they hit bumps in the road on their buying journey and 2.) solving customer issues that are too complex for bots to handle.

Self Service 40

Self Service Chatbots Fashion Metrics 40

ProProfs Chat

NOVEMBER 7, 2017

Customers have become more demanding than ever, thanks to the growing number of competing firms selling similar products. Owing to the increase and a significant surge in customer expectations, your business can no longer sustain the price of poor customer service. Take a look. What is a Canned Response?

Software 91

Software Poor Customer Service Customer Service Examples 91

ProProfs Chat

DECEMBER 17, 2020

Yes, there’s no doubt that the best possible live chat software helps you manage multiple chats and visitor queries simultaneously; but if not handled properly, operators can irritate your customers, which may also lead to losses. Confusing Customers While Multitasking. Why Handling Multiple Chats is a Challenge.

How To 94

How To Knowledge Base Wait Times Comparison 94

ChurnZero

FEBRUARY 8, 2022

Pile that on top of other stressors, and your chances of change friction and burnout skyrocket. Using Kanter’s reasons as a guide, we outline how Customer Success leaders can navigate this delicate territory to optimize the customer change management process and overcome change resistance. Desire for Control.

Customer Change 98

Customer Change Management How To Customer Success 98

Bold360

MARCH 26, 2020

The ongoing COVID-19 pandemic is having massive impacts on how companies engage with their customers and employees. No matter how the crisis evolves, customers and employees still expect to receive a high level of service that’s responsive to their needs. Being relentlessly helpful earns customers for life.

Employee Engagement 66

Employee Engagement Chatbots Self Service Engagement 66

Provide Support

NOVEMBER 2, 2016

7 Tips for Maintaining A Positive Attitude in Customer Service. There’s no surprise that customer service is among occupations that commonly involve quite a high number of stressful experiences. In my previous blog post I outlined 5 reasons why you should embrace a positive attitude in customer service.

Tips 40

Tips Customer Service Report Customers 40

Beyond Philosophy

AUGUST 17, 2016

Her new company, Thrive Global, is a corporate and consumer platform aimed at reducing stress, exhaustion and burnout and putting an end to the idea that burnout is a necessary price of success. Stress and burnout are a global pandemic, costing businesses hundreds of billions of dollars per year – 300 billion in the U.S.

Customer Experience 60

Customer Experience Consulting Social Media Customer Service Representative 60

CX Accelerator

DECEMBER 10, 2019

As customer service professionals, many of us naturally fall into a pattern of people pleasing, and I was no exception. Until the burnout would set it, or when things wouldn’t go according to plan, and the excitement wore off or I felt like I was failing. Find her work on the Tin Cans & String blog!

Course 182

Course Exercises Travel Measurement 182

CX Accelerator

DECEMBER 10, 2019

As customer service professionals, many of us naturally fall into a pattern of people pleasing, and I was no exception. Until the burnout would set it, or when things wouldn’t go according to plan, and the excitement wore off or I felt like I was failing. Find her work on the Tin Cans & String blog!

Course 182

Course Exercises Travel Measurement 182

CX Accelerator

MAY 16, 2018

These investments fill my tank to drive improved customer and employee experiences. Year Two – “Have the laser focus of an Olympic athlete” – Marshall Martin It did not take long to understand that knowledge is power, especially in a customer service role. Home To CX Accelerator Blog

Fashion 203

Fashion Leadership Employee Experience Customer Experience 203

SurveySensum

JANUARY 9, 2024

In this digital age of customer shopping behavior, customer experience is not JUST a desirable outcome – it’s CRITICAL to your business’s success. I believe that today’s consumers are more attentive to the quality of the service they receive rather than the product itself. CSAT score.

Effort Score 52

Effort Score Metrics Customer Satisfaction Policies 52

Wired and Dangerous

JUNE 20, 2016

Customers enjoy “grazing” in the fields of choice. Today’s wired and dangerous customers relish having countless options and enjoy the security of personalization. And, when they are prodded to follow a lock-step freedom-limiting path, they quickly leave the herd for greener service pastures. Our culture is all about freedom.

Self Service 79

Self Service Transportation Customers Culture 79

Integrity Solutions

FEBRUARY 15, 2019

The reality is, your contact center’s success still hinges on the quality of the conversations your agents have with your customers. The reality is, your contact center’s success still hinges on the quality of the conversations your agents have with your customers. By Bruce Wedderburn. Contact Center Agents: Losing the “Human Touch”?

Contact Center 78

Contact Center Training Employee Engagement Technology 78

CSM Magazine

AUGUST 22, 2019

If you’re a supervisor or manager and you see signs of work exhaustion in your people, you need to act fast, or you might lose your people to burnout, or another job. Listen to some calls from your customer service team and choose the best two or three and play a portion of these extraordinary calls in your next employee meeting.

Customer Service 45

Customer Service Call Center Consulting Training 45

Comm100

JUNE 19, 2018

Hearing the philosophies that power world-class companies to deliver exceptional customer experiences is incredibly inspiring, and can drive you to adjust the same philosophies that affect your processes. At Disney, one of the most important parts of having a strong customer focus is having a common purpose and a clear brand promise.

Contact Center 101

Contact Center Entertainment eBook Culture 101

Customer Bliss

SEPTEMBER 27, 2016

I can’t believe we’re at 21 episodes of The Chief Customer Officer Human Duct Tape Show. Even though I’ve been doing this type of work since 1983, I’m consistently learning new aspects of the craft and re-energizing my own customer focus for my clients by talking to these guests. It’s been awesome!

Healthcare 100

Healthcare Chief Customer Officer Hospitality Leadership 100

Stella Connect

OCTOBER 12, 2021

Having strategies in place to be able to effectively manage and reduce call center call volume and wait times for customers is key to ensuring customer satisfaction (CSAT) and agent retention. . 2: Invest in self-service options. 3: Offer a call-back option for customers waiting on hold. 1: Open up more support channels.

Call Center 52

Call Center Self Service Management How To 52

ShepHyken

MAY 4, 2020

Each week I read a number of customer service and customer experience articles from various resources. Customer Experience is the way! The Ultimate Customer Experience by Josh Linkner. He offers up an assignment; having a meeting, remote if necessary, to brainstorm the ultimate customer experience.

Customer Service 96

Customer Service Contact Center Retail B2C 96

Bold360

OCTOBER 17, 2019

We talk a lot about how self-service solutions can handle routine, repetitive customer questions, and free up your agents for more complicated, high-value customer issues. Below are five examples of routine questions that the right kind of self-service solution can handle. Simple product questions. account questions.

Self Service 40

Self Service Chatbots e-support Course 40