Comm100

MAY 25, 2022

Contact centers have historically come under fire for their overbearing employee monitoring practices. Today, the best way to combat this issue of employee burnout, aside from offering higher pay and incentives, is to enable contact center automation. Redefining the Customer Agent Experience.

Contact Center 130

Contact Center Customer Service Omni-Channel Social Media 130

ShepHyken

SEPTEMBER 14, 2018

The modern marketplace offers many different ways to make your business and employees more productive. By being savvy about who are the most likely to eventually become conversions, you can ensure that your time is well spent walking them through the buying process and being there for them if they have any questions along the way.

Analytics 274

Analytics e-support Software Sales 274

InMoment XI

OCTOBER 17, 2023

In this blog, we’ve gathered a few of the top tips from our experts to help guide your refresh efforts. Tip #2: Understand Successes and Shortcomings Every CX program has something it does well—and something that isn’t quite hitting the mark. You’ll find them all below!

Customer Experience 493

Customer Experience Net Promoter Score Tips Effort Score 493

Calabrio

NOVEMBER 25, 2020

Tech advances are powering better service through all channels, including voice, SMS, chat and in-app messaging as well as video, which is quickly becoming a favored channel, especially during the pandemic. In the next blog, we’ll discuss how to make those roles more strategic. Check out the Glia blog for more insights in the meantime!

Contact Center 130

Contact Center Self Service Analytics Banking 130

InMoment XI

SEPTEMBER 14, 2023

A well-managed reputation not only fosters consumer trust but also encourages positive word-of-mouth marketing , which can be a powerful driver for brand success in today’s competitive market. Having a well-defined process for handling criticism can not only mitigate damage but also turn detractors into promoters.

Brands 260

Brands Management Social Media Effort Score 260

Call Experts

DECEMBER 29, 2021

At Call Experts, we are dedicated to providing supportive content every week through our contact center blogs. Because contact center blogs can be an essential tool for understanding services from a company and what it might be like as their customer. . Would you please stop using spreadsheets to track employee attendance?

Contact Center 52

Contact Center Call Center Trends Healthcare 52

Beyond Philosophy

NOVEMBER 14, 2017

In the same post, Colin acknowledged the value of employee ambassadorship and the direct connection between employee experience and customer experience. Secondly, it shows that Virgin understands that an employee’s personal emotional state carries over into the emotional state they present to, and create for, customers.”.

Airlines 87

Airlines Culture Consulting Leadership 87

InMoment XI

JULY 18, 2022

In our last blog about creating an excellent food service customer experience (CX), we talked about how vital customer reviews are to growing your business (and how your customer experience plays a pivotal role in making sure your reviews are positive). . Building employee buy-in comes from rallying around the employees.

Feedback 492

Feedback Culture eBook Training 492

InMoment XI

FEBRUARY 3, 2022

If we were to sum up what brands need to know about Gen Z customer experience preferences (and employee experience preferences) in a few words it would go something like this: they’re different. It makes sense, then, that their standards for customer and employee experiences would be higher than ever, too. Revolutionary even.

Employee Experience 529

Employee Experience Customer Experience Brands Social Media 529

Comm100

DECEMBER 8, 2020

To get more information, they will need to click a lot of ‘more info’ buttons or read blog posts. They can give references to blog posts or tutorials so that potential customers can better understand how your product can help them. Train them well and they will know exactly what to say and when. They can tell you that, too.

Chatbots 133

Chatbots Customer Satisfaction Customer Service Representative Social Media 133

Comm100

FEBRUARY 10, 2022

If done well, personalized customer service can position your brand better after a customer’s initial purchase – turning them into loyal clients who return for repeat orders. By showing your buyers how well you know them, you can always create a special place for your brand. – It increases conversion and sales numbers.

Self Service 130

Self Service Customer Service Strategy Chatbots 130

ShepHyken

FEBRUARY 9, 2018

Integrating a brand advocacy strategy into your customer service training will allow you to receive support not only from customers but from your own employees too. Leveraging employee advocacy is like killing two birds with one stone. Employees are only as productive as the available tools allow them to be. Ask for feedback.

Customer Service Training 151

Customer Service Training Training Brands Customer Service 151

ShepHyken

OCTOBER 7, 2016

This week on our Friends on Friday guest blog post my colleague Erica McBride, shares a story that explains why your organization doesn’t want to just be good, you want to be great! The agent said “Well, she’s here for a funeral, and we made a mistake, so I can understand why she was upset.” Shep Hyken .

Hotels 119

Hotels Social Media Travel Brands 119

CX Accelerator

NOVEMBER 7, 2023

So when I finish the sentence “ A company might not be customer-centric if they…” here are a couple that immediately come to mind based on my recent airline experience: Have employees who are willing to leave a paying customer up a creek with no paddle. 16) have a legal team that spends more than 1% of their time battling ex-employees.

Customer Centricity 316

Customer Centricity Company Airlines Net Promoter Score 316

One Millimeter Mindset

OCTOBER 1, 2020

Well, it’s Fourth Quarter 2020. Here are five of my most popular blog posts from third quarter 2020. Build trust to retain employees and clients co-invested in each other’s success. The post Q3 One Millimeter Mindset™ Professional Development Blog Posts appeared first on Babette Ten Haken. Hard to believe, eh?

Leadership 78

Leadership Innovation Communication Tools 78

ShepHyken

OCTOBER 4, 2019

Customers, employees, lead generation, or profit. Well, the best answer is customer engagement. Well, there is nothing fancy about customer engagement. Dwayne likes drawing connections between different industries and entities while designing his blogs. What is most important for any business today?

Brands 119

Brands Engagement How To ROI 119

InMoment XI

SEPTEMBER 27, 2023

In this blog, we will delve specifically into the UK insurance industry. The answer lies in their clear positioning and focus on their core customers within the farming and rural community, with a strong and well-defined value proposition and exceptional execution of their CX strategies.

Insurance 260

Insurance NPS Net Promoter Score Loyalty 260

ShepHyken

DECEMBER 27, 2019

A five-star experience can be achieved in any organization regardless of the industry but requires your people to be…well nice people! Often it is the hardest for employees to execute. The post Guest Blog: Five Tips to Providing a Five Star Experience appeared first on Shep Hyken.

Tips 134

Tips Connections Customer Experience Leadership 134

Comm100

JUNE 25, 2020

Numerous employees from many different organizations have come forward to discuss the toxicity and racism present within that workplace. Your first priority should always be about your customers’ well-being. The post Guest Blog – 8 Things Customer Service Teams Should Avoid During Sensitive Times appeared first on Comm100.

Customer Service 130

Customer Service Social Media Policies Consumers 130

ShepHyken

SEPTEMBER 28, 2018

This week we feature an article by Linda Ginac who shares effective HR tech solutions that help companies focus on employee engagement. – Shep Hyken. One of the most effective business strategies for maintaining an edge on competition is focusing on employees and their level of engagement. Career Pathing Resources.

Employee Engagement 106

Employee Engagement Engagement Software Technology 106

BlueOcean

APRIL 24, 2024

If you and your outsourced partners are serious about environmental sustainability, tracking performance in this area is key. Social Responsibility Social responsibility has a weighty impact on the retention and well-being of all employees. Does your organization have a formal policy covering human rights and working conditions?

Contact Center 177

Contact Center Policies Effort Score Government 177

Steve DiGioia

FEBRUARY 7, 2022

There’s always that one employee who refuses to follow directions. So, what do you do with an employee like this? Sure, we can give him a kick in the rear and show him the door, but you never want to lose an otherwise half-decent employee if you can help it. If the employee underperformed, they did little to correct them.

Guidelines 345

Guidelines Leadership Financial Course 345

ShepHyken

APRIL 12, 2019

This week we feature an article by Joel Gottesman who shares tips to ensure that seasonal employees provide an excellent customer experience. This past season, retailers hired more than 575,000 seasonal employees to help manage the holiday rush. Many of these employees were tasked with challenging customer-facing positions.

Customer Service 107

Customer Service Tourism How To Retail 107

InMoment XI

APRIL 3, 2023

In the spirit of sharing insights for those who couldn’t attend or want to revisit my key points, I’m here on the InMoment blog to briefly recap my presentation! Well, if a picture is worth a thousand words, then in the world of CX, a customer conversation is worth a thousand surveys. Want to hear more from Josh?

Tips 260

Tips Touchpoint Customer Centricity NPS 260

Comm100

APRIL 2, 2024

In this blog we will explore effective strategies and plans to improve your CSAT score, ensuring your business thrives by keeping your customers at the heart of what you do. A well-prepared team can reduce resolution times and increase customer satisfaction through their adept handling of issues.

Strategy 224

Strategy How To Wait Times Customer Satisfaction 224

ShepHyken

JUNE 28, 2019

Yet bank employees did not disappear with the advent of the ATM. In general, technology is augmenting —not replacing — the employee. This gives employees the opportunity to make a greater impact on the resolution to the issue, and on the overall customer experience. Technology replacing humans. That’s what we all fear.

Contact Center 110

Contact Center Self Service Banking Airlines 110

ShepHyken

MAY 31, 2019

A well-planned customer experience strategy can have an impressive impact on your organization, increasing customer satisfaction, reducing churn, and ultimately boosting sales, growth and profitability. Most of us are well-acquainted with the term “customer service”. What is the customer experience?

Customer Experience 116

Customer Experience Touchpoint User Experience Feedback 116

Steve DiGioia

JULY 11, 2022

You know, that one or maybe two, star employees who always seem to find a way to prove their value and serve your customers better than anyone could have expected. A Star Employee Stands Out. Well, at least you can give the impression that your entire team is full of stars. Well, I know. Let your star employees shine.

Advertising 204

Advertising Sales Examples Management 204

ShepHyken

FEBRUARY 8, 2019

This week we feature an article by Christa Heibel who writes about how important employee feedback is to a successful customer service experience and high CSAT ratings. – Shep Hyken. That element is employee feedback. Employee Feedback – Pure Gold! This is why it is important to tap into your gold mine—your frontline employees.

Omni-Channel 94

Omni-Channel Feedback Customer Experience Data 94

ShepHyken

DECEMBER 14, 2018

CX teams that are lax with data security put their organization’s reputation on the line, as well as the trust of their customers. Cyber security experts often state that employees are both the strongest and weakest link in cyber defense. The post Guest Blog: Do customer experience teams take cyber security risks?

Customer Experience 102

Customer Experience Policies Government Customers 102

ShepHyken

NOVEMBER 23, 2018

chat is faster than email), training (a knowledgeable employee can respond without research or escalation), and empowerment (an empowered employee can bend the rules to quickly resolve corner case issues). How well do your customers understand what your support explains to them? Element #2: Accurate. Element #3: Clear.

Self Service 105

Self Service Effort Score Guidelines Tips 105

ShepHyken

DECEMBER 15, 2017

Employee engagement is crucial for any organization striving to become more customer-centric. However, it is rare that the employee and the customer’s voices are aligned to create and build the perfect crescendo. Presenting customer feedback to employees needs to be part of any effective management performance programme.

Employee Engagement 119

Employee Engagement Customer Centricity Feedback Analytics 119

ShepHyken

AUGUST 25, 2017

A smiley face here or there works well! Exclamation points can work well for positive situations. #3: Use images of your employees (if they approve). #4: For mobile, no more than three lines of text will work well. #6: If your chatbot links to or through Facebook, make sure the format works well.

Chatbots 146

Chatbots Customer Service Tools Poor Customer Service 146

ShepHyken

JUNE 7, 2019

Many companies are well aware of this, of course. Our employees are able to provide a personalized level of service powered by our award-winning technology platform that helps us to deliver attention to detail that consistently differentiates us. Send them a get-well care package. How to Connect the Right Way. Hear a sniffle?

Connections 117

Connections Customer Centricity Consumers Culture 117

ShepHyken

MAY 3, 2019

No matter how big your company is today, or how well your brand is faring, it’s a fact that you always have room to improve your relationship with your customers. Improve employees’ listening skills and empower them to follow through. The post Guest Blog: Why Convenience is a Key Differentiator in CX appeared first on Shep Hyken.

Loyalty 113

Loyalty Effort Score Social Media Omni-Channel 113

ShepHyken

OCTOBER 26, 2018

An organization is only as good as its worst employee and their management of the customer experience – that day I got the worst of both. 2) Train and treat them well. The post Guest Blog: Five Star Hotel, Minus Five Star Service appeared first on Shep Hyken.

Hotels 110

Hotels Hospitality Guest Experience Leadership 110

ShepHyken

JULY 26, 2019

We all crave for “more”- entrepreneurs expect more from their employees whereas your coworkers as well customers may expect more from you. We all crave for “more”- entrepreneurs expect more from their employees whereas your coworkers as well customers may expect more from you. Probably not!

Software 113

Software Strategy Company Customer Experience 113