InMoment XI

NOVEMBER 30, 2023

Measure Your Success: Crafting an effective brand reputation strategy is not a one-time endeavor; it’s an ongoing process that requires continuous evaluation and adaptation. What is Brand Reputation Management? Brand reputation management is the proactive effort to shape and control the public’s perception of a brand.

Brands 378

Brands Management Multi-Channel Social Media 378

Helpware

SEPTEMBER 8, 2016

Owning a SaaS business can be aggravating at times. IT support outsourcing can be a great solution to free up your time to work on the next iteration of your software. IT support outsourcing can be a great solution to free up your time to work on the next iteration of your software. How can we help you help your customers?

Strategy 40

Strategy Tips Course Software 40

Call Experts

FEBRUARY 18, 2021

And then, making sure to incorporate these elements into your customer experience and customer journey: Promptness – time to answer, time to resolution, etc. And then, making sure to incorporate these elements into your customer experience and customer journey: Promptness – time to answer, time to resolution, etc.

Contact Center 52

Contact Center Omni-Channel Call Center e-support 52

Comm100

SEPTEMBER 28, 2022

Number of chats Agent utilization rate Average wait time Average chat time First contact resolution Invitation acceptance rate Sales conversion rates Visitor logs and wrap-up notes Customer satisfaction scores. This number can show you whether your department is adequately staffed during peak times. Click here.

Measurement 227

Measurement Average Handle Time Wait Times How To 227

Comm100

DECEMBER 12, 2023

This blog will delve into the top four customer service trends that are expected to take center stage in 2024. This blog is written for you, the experienced customer service professionals, who are the driving force behind these changes that will improve CX and internal efficiencies.

Trends 195

Trends Innovation Customer Service Omni-Channel 195

ShepHyken

JANUARY 25, 2019

Or, by asking questions at the appropriate time. Marlene Caroselli shares a rhyme that will help you to communicate with customers and provide customer satisfaction. – Shep Hyken. This easy-to-remember rhyme will help you help your customer find satisfaction. Above all else, a dangerous caller must be dealt with immediately.

Customer Satisfaction 115

Customer Satisfaction Leadership Customer Service Representative Training 115

ShepHyken

DECEMBER 21, 2018

Customers always look for a fast resolution to their queries or at least a quick response. Plan an appropriate solution for each query, estimate the time and respond. You can track ticket response times to maintain insights into how quickly your team is resolving issues. A higher CSAT score indicates better customer service.

Customer Satisfaction 94

Customer Satisfaction CRM Culture Social Media 94

ShepHyken

JUNE 28, 2019

This gives employees the opportunity to make a greater impact on the resolution to the issue, and on the overall customer experience. This week we feature an article by Chris Connolly that discusses h ow assistive AI blends with human-only qualities to create a new category of “superagents.”. Technology replacing humans.

Contact Center 110

Contact Center Self Service Banking Airlines 110

ShepHyken

MAY 11, 2018

In the service niche, customers have come to expect real-time resolutions to their problems. In this article, let us discuss a few upcoming trends of 2018 that will affect the customer service as well as CX for business and look at some resolutions that you may have to undertake.

Trends 98

Trends Customer Service Video B2B 98

Uniphore

AUGUST 6, 2021

In fact, Gartner estimates that of the 70 percent of customers who attempt self-service during their resolution journey, only 9 percent of calls are resolved through that channel alone. And with agent attrition racking up an estimated $91 billion* globally, the true cost of employee disengagement is too high to ignore. Download eBook.

Self Service 246

Self Service Contact Center Knowledge Base Call Center 246

ShepHyken

APRIL 7, 2017

This week on our Friends on Friday guest blog post my colleague, Swati Kungwani, writes about the value of customer complaints to a business. Conflict resolution. A standard conflict resolution platform automates the process of managing complaints. Also, trained customer service team ensures the best care at the right time.

Poor Customer Service 108

Poor Customer Service Advertising B2B Policies 108

Comm100

OCTOBER 25, 2021

This blog will explore why digital transformation is key to student engagement and how schools and colleges can take their first step towards this with intelligent digital communication. While phone communication was once the standard for accessible support, times (and preferences) have changed. Fast support.

Engagement 202

Engagement eBook Chatbots Social Media 202

Uniphore

DECEMBER 14, 2021

In addition to joining Cisco’s SolutionsPlus Program, the companies continue their work on developing new capabilities in AI, conversational automation, and real-time call and sentiment analysis. For example, Uniphore’s innovative AI technology dramatically reduces agent aftercall work time, by up to 80% in many cases.

Customer Experience 264

Customer Experience Contact Center First Call Resolution Analysis 264

ShepHyken

NOVEMBER 23, 2018

Personal tastes vary in how individuals rank these elements in order of importance, but specifying them allows companies to deliberately improve their support setup over time – be it through tools, people, or organization. To deliver superior service, track metrics like First and Average Response Time, and First Contact Resolution Ratio.

Self Service 105

Self Service Effort Score Guidelines Tips 105

CX Accelerator

MAY 25, 2022

When you do reach out, you want to know that you’re in good hands and that an answer or resolution to your issue is waiting at the end of that interaction. And, as I am sure you already know, this may lead to longer wait times, more generic canned replies, less fully answered questions and resolved problems.

Self Service 316

Self Service Social Media Knowledge Base Contact Center 316

ShepHyken

AUGUST 17, 2018

First Call Resolution: A Testament to Your Support Team’s Product Knowledge. First call resolution (FCR) is the number of tickets that have been resolved with the first response. First response rate (FRR) is the time taken for a response to be provided to a ticket. The industry benchmark for FRR is 7 hours.

Metrics 75

Metrics First Call Resolution Knowledge Base How To 75

ShepHyken

MAY 10, 2019

Instead of hiring a full-time customer support staff and giving overtime pay during peak seasons, businesses can just collaborate with an outsourcing company. Some teams offer flexible and inexpensive staffing options; you can even choose a payment structure that charges per resolution and not hourly. Offers more language options.

Resources 108

Resources Customers Groups Customer Service 108

ShepHyken

SEPTEMBER 20, 2019

Integrating B2B customer support software with other internal systems is one way to encourage the real-time sharing of information between departments. These issues are usually more complex, involving several internal stakeholders and requiring a larger, more advanced and specialized team to address them.

B2B 106

B2B CRM Software B2C 106

ShepHyken

NOVEMBER 30, 2018

If not, it is time to make a change. By establishing metrics for factors like “time spent in the knowledge base,” “screens to resolution,” or “questions to authentication,” you will learn what agents experience when supporting customers. Unfortunately, idealism too often becomes the enemy of action. Task: Measure Agent Effort.

Omni-Channel 94

Omni-Channel Self Service Policies Abandon Rate 94

ShepHyken

SEPTEMBER 21, 2018

Is it no wonder that many resort to the phone to request a resolution? This week we feature an article by Ian Moyse who writes about how important it is to examine the customer journey you are providing. You must deliver a consistent, convenient and frictionless experience. – Shep Hyken. None of which are acceptable approaches!

Customer Experience 102

Customer Experience Social Media Customers Technology 102

ShepHyken

NOVEMBER 9, 2018

The fact of the matter is, as companies begin to scale, a lack of office space and restrictive full-time staffing budgets can cause hiccups in business development plans and significantly reduce departmental output. Developing and maintaining a successful enterprise in today’s demanding business landscape is no easy task.

Company 94

Company CRM e-support Resources 94

NICE inContact

MAY 10, 2019

As customers get more frustrated — whether it’s a product not working correctly, not reaching resolution, or any number of triggers — logic seems to exit the building. As customers get more frustrated — whether it’s a product not working correctly, not reaching resolution, or any number of triggers — logic seems to exit the building.

Interaction 200

Interaction Contact Center Guidelines Training 200

Lumoa

OCTOBER 15, 2023

The frequency and timing of companies asking for customer feedback can be somewhat unclear, largely due to the diverse practices across different businesses and industries. In some situations, businesses adhere to a well-established practice of collecting customer feedback, aiming to keep their results consistent over time.

Feedback 208

Feedback Hospitality Analytics Touchpoint 208

ShepHyken

DECEMBER 28, 2018

And again, any time a member of this group can “chat” with a peer about a situation, they will. That is one tall order when you consider that many companies staff up during holidays but roll them off during “slower times.” Notably, millennials like to do things a little differently from the generations of yore.

Self Service 97

Self Service Customer Service Fashion Groups 97

GetFeedback

APRIL 17, 2019

However, many people don’t like the fact of having to call due to any reason from the sheer lack of time to psychological barriers. Reason #2: The fear of long case resolution times. instead of getting a quick resolution, they got an email saying “we are working on it.” But does this work well?

Self Service 255

Self Service Customer Service Multi-Channel CRM 255

Comm100

MARCH 7, 2023

In this blog, we’ll reveal some of the key responses from the survey, including what communication channels matter the most to students when choosing which school to join. In this blog, we’ll reveal some of the key responses from the survey, including what communication channels matter the most to students when choosing which school to join.

Survey 167

Survey Chatbots Wait Times Report 167

QuestionPro Audience

DECEMBER 29, 2017

Whether you have a “word”, resolution, planning day, or other tradition for New Year’s Day there is one thing that you have in common with pretty much every other person on the planet…a need to be happy. If you make a resolution to eat better, exercise more, spend more time with family, etc.

Exercises 210

Exercises 210

Team Support

JANUARY 22, 2024

In this blog, we will delve into the intricacies of automation, exploring its benefits, applications, and the core components that drive effective customer service automation. By automating routine tasks, businesses can significantly reduce response times, leading to a more satisfying customer experience. What is Automation?

Customer Service 59

Customer Service Knowledge Base Exceptional Customer Service B2B 59

BirdEye

OCTOBER 11, 2023

And that is why it is time to understand the factors contributing to customer experience in the insurance industry. This blog post explores the importance and methods of delivering an exceptional customer experience to your clients. Zendesk reports that 50% of consumers will switch to a competitor after one bad experience.

Insurance 111

Insurance Industry Customer Experience Self Service 111

Comm100

MAY 19, 2020

Note: This blog post was originally published on Jul. If you’re reading this blog post, you probably already know that live chat is a platform that allows you to chat directly with your website visitors. Live chat is a must-have tool for your business, and this blog post is going to cover exactly why that is. Increase sales.

Competitive Advantage 279

Competitive Advantage eBook Report Loyalty 279

Comm100

FEBRUARY 1, 2022

In this blog, we’ll look at the technology behind omnichannel digital support, and how colleges and universities can use it to engage with international students. Digital channels like live chat provide a more seamless experience, routing a student’s query to the right person or team the first time, and providing them with instant responses.

Engagement 190

Engagement Omni-Channel Chatbots Social Media 190

Uniphore

NOVEMBER 19, 2021

Contact centers have the same goals and challenges around first call resolution and customer wait times as they always have. Contact centers have the same goals and challenges around first call resolution and customer wait times as they always have. With conversational AI, the needs of the agent are met in real-time.

Customer Experience 264

Customer Experience Self Service Contact Center First Call Resolution 264

ShepHyken

DECEMBER 13, 2019

This week we feature an article by Darcy Alexander who shares a checklist to guide us through the process of selecting the best CX vendors for our customer experience initiatives. When embarking on a customer experience (CX) change initiative, there are few decisions more critical to success than selecting the right vendor. Preparation checklist.

Competitive Advantage 101

Competitive Advantage Case Study Communication Insurance 101

Steve DiGioia

OCTOBER 31, 2021

“Service recovery”, a company’s resolution of a problem from a dissatisfied customer, comes next. Regardless of the method used, once the problem is fixed to the customer’s satisfaction (and hopefully fixed way above just “satisfaction”) it’s time to move on and never mention the problem again. Here’s what I mean.

Industry 182

Industry Examples Customer Service Company 182

NobelBiz

FEBRUARY 27, 2024

Streamlined processes, well-trained agents, and effective tools contribute to smoother operations and faster issue resolution. Hold Queues : Ensures calls are answered promptly, minimizing wait times. This increases the likelihood of first-call resolution. Elevate Operational Efficiency : Efficiency matters.

Call Center 105

Call Center Tools Contact Center Net Promoter Score 105

BirdEye

NOVEMBER 27, 2023

This blog isn’t about turning every customer into a lifelong friend. Foster a customer-centric culture within the organization In this blog, we discuss more about them in detail. Every customer is a difficult customer at one time or another. What’s that one thing every business must face, even when they don’t want to?

Examples 110

Examples Tips How To Social Media 110

ShepHyken

NOVEMBER 29, 2019

And as humans, we use emotions in daily life to make all sorts of decisions. It’s natural for emotions, then, to be a natural part of customer engagement and experience. . So, what part does technology play in this? Technology (or the ease of access to it) opens up options for people; they can take their business anywhere they want. .

Technology 130

Technology Customer Experience Social Media Multi-Channel 130