C3Centricity

FEBRUARY 13, 2024

Thriving in this dynamic environment requires a commitment to continuous improvement and a deep understanding of customer needs and preferences. This blog delves into the critical role of continuous improvement and customer feedback, offering insights and strategies to help organizations stay ahead and resonate with their market.

Customer Insights 226

Customer Insights Feedback Social Media Customer Satisfaction 226

BlueOcean

APRIL 24, 2024

Does your organization have a formal policy covering human rights and working conditions? And how have their efforts shifted as remote work has become more common? What policies do you have in place to prevent discrimination and harassment in the workplace? Check for good practices like whistleblower protection policies.

Contact Center 177

Contact Center Policies Effort Score Government 177

ShepHyken

APRIL 5, 2019

These virtual customer experience tools are transforming the way that companies interact with their customers in the contact center environment. Additionally, 34% of consumers said they would spend more money in an environment with chatbot technology. Chatbots are more than just automated FAQ answer generators.

Chatbots 114

Chatbots Customer Experience Contact Center Ecommerce 114

InMoment XI

SEPTEMBER 14, 2023

In such a volatile environment, brands must be vigilant and proactive in managing their online reputation to mitigate potential risks. Regularly update your blog, social media channels, and other platforms with content that aligns with your brand values and speaks to your audience’s needs and concerns.

Brands 260

Brands Management Social Media Effort Score 260

One Millimeter Mindset

JULY 1, 2019

Storytelling is a soft skill with great power in today’s rapidly changing technological environments. I offer these six blog posts on the professional value of storytelling for you today. Many of the professionals I work with and speak to are frustrated. Subscribe to my blog. What’s the saying? Then, take action.

Communication 65

Communication Meeting Technology Connections 65

Uniphore

JULY 23, 2021

The study found that only about one in every three reps felt engaged in their work. Disengagement is Driven by the Work Environment If you think constant disengagement is about the people you hire and not the environment they’re working in, think again.

Contact Center 246

Contact Center Call Center Social Media Employee Experience 246

BlueOcean

OCTOBER 23, 2023

(This is updated version of our most popular blogs: 52 RFP Questions (2013), 51 RFP Questions (2016), 60 RFP Questions (2020)) Every few years we update our recommended list of contact center RFP Questions. List address & number of employees for each location) What percent of your workforce is remote/work-at-home? Hourly staff?

Customer Care 177

Customer Care Contact Center Comparison Employee Engagement 177

One Millimeter Mindset

JULY 4, 2019

Do you still depend on what worked Yesterday, and hope that strategy will keep you viable and sustainable Today and Tomorrow? I offer these five customer retention strategy value blog posts for your reading pleasure. What is the value of your experience, when working with them? Subscribe to my blog. So do your customers.

Customer Retention 59

Customer Retention Strategy Customers Technology 59

Lumoa

APRIL 6, 2023

This means that everyone in the company is a critical component of customer experience, whether they work in support, sales, marketing, or any other department. So if you feel your customer experience initiatives are not working, maybe it’s time to take a step back and assess the current CX landscape.

Customer Experience 208

Customer Experience Customer Centricity Culture Leadership 208

ShepHyken

DECEMBER 30, 2016

This week on our Friends on Friday guest blog post my colleague, Erich Lawson, writes about the importance of being an eco-friendly business and how it can encourage loyalty among consumers. Another 7 percent have the environment in mind when they shop even as 20 percent are constantly thinking about the environment. Shep Hyken.

Loyalty 85

Loyalty Policies Consumers Exercises 85

Uniphore

NOVEMBER 19, 2021

The work-from-home (WFH) model is here to stay. The changes applied during the pandemic created completely new work environments. As Yochai highlighted, a big challenge with this environment is recruiting, hiring and training agents–all from home. But there is a new set of challenges as well.

Customer Experience 264

Customer Experience Self Service Contact Center First Call Resolution 264

ShepHyken

OCTOBER 6, 2017

When you’re working in customer service, difficult customers are a part of your job. It’s so popular because it’s easily applicable in high-stress environments. He and his team share tips about customer service and communication on the Userlike Blog. I’m not just talking about the occasional angry customer.

Hospitality 127

Hospitality Exercises Tips Customer Service 127

ShepHyken

FEBRUARY 1, 2019

As a reference, Shep defines the Six D’s of Creating a Customer-Centric Culture in his Customer Service Blog: Define it. In addition, make the training a hands-on experience; a classroom-like environment with workshops is better than one jumbled lecture-like session. Point being, revel in the success and make the hard work rewarding!

Customer Centricity 88

Customer Centricity CRM Software Culture 88

ShepHyken

APRIL 12, 2019

This may include addressing potential problem areas prior to hire, such as the need for long, sometimes unpredictable hours or overtime, a stressful and/or fast-paced environment, and the expectation to engage in tasks that they are not well-suited for or may feel is “not their job.”

Customer Service 107

Customer Service Tourism How To Retail 107

Lumoa

OCTOBER 24, 2023

Heart-Connecting Experiences: Since people tend to make decisions driven by emotion before justifying them with logic, find ways to connect emotionally with customers and create a work culture that allows them to lead from the heart. Purpose Working toward a worthwhile goal makes people feel happy about putting in effort.

Competitive Advantage 208

Competitive Advantage Customer Experience Net Promoter Score Effort Score 208

ShepHyken

JANUARY 3, 2020

Managing staff is far too big a topic for a single blog post. The Shep Hyken blog has some great resources on hiring the right staff and training them to become better problem solvers. Marbles or small bouncy balls work well. He’s passionate about delivering better customer contact, in both inbound and outbound environments.

Gamification 77

Gamification How To Contact Center Software Contact Center 77

ShepHyken

AUGUST 16, 2019

Communicating clearly and effectively is key when working with customers. The team members depend on each other to carry out a cohesive vision, which mimics the reality of working together in project teams. By working in groups, members must attempt to achieve the greatest good for their team, not for themselves. Crazy Comic.

Communication 86

Communication Training Groups Tips 86

Cyara

FEBRUARY 22, 2024

Per the question in the title of this blog post, let’s examine the phrase, break down the meaning, and then explore how “Last Mile Assurance” is relevant to and important in the context of contact centers and customer experience. Stutters, jitter, echos and interruptions in service as agents work with callers to fulfill their needs.

Contact Center 76

Contact Center Customer Satisfaction Loyalty Interaction 76

Customer Bliss

MARCH 23, 2022

The beloved companies care for their employees, because they know this internal culture builds trust and inspires great work. The goal is to run a courageous company full of only people who thrive and perform in this type of environment. Employees need to feel it, experience it, and receive it themselves.

Case Study 139

Case Study Culture Study Company 139

ShepHyken

OCTOBER 25, 2019

Your agents need to love coming to work, they need to be motivated by results (the right results), and they need to care about the client. Make sure the environment is positive and encourages growth. That way people will want to come to work and try their best every day. You aren’t going to be the one on the phone.

Call Center 76

Call Center Leadership Contact Center e-support 76

ShepHyken

DECEMBER 21, 2018

Employee satisfaction depends on an array of variables, such as good income, incentives, work culture, future opportunities and more. Appreciating your agents’ performance encourages them to work harder. Introduce appraisals and gamify the work culture to keep your agents happy and satisfied. Personalize customer service.

Customer Satisfaction 94

Customer Satisfaction CRM Culture Social Media 94

ShepHyken

DECEMBER 13, 2019

Find a way to quantify and qualify how well it really works.”. Demo environments are at risk of being engineered to appear perfect. Has this vendor worked with organizations of your size? Vendors must have a realistic, positive attitude towards your brand – they should be eager to work with you and help grow your business.

Competitive Advantage 101

Competitive Advantage Case Study Communication Insurance 101

Eptica

JUNE 7, 2021

Date: Friday, June 4, 2021 Author: Pauline Ashenden - Demand Generation Manager Successfully managing the shift to hybrid working. Author: Pauline Ashenden - Demand Generation Manager The switch to hybrid/blended working provides contact centres with opportunities to become more flexible and efficient while accessing a greater pool of talent.

Management 127

Management Culture Trends Interaction 127

Playvox

APRIL 1, 2020

Figuring out how to transition your CS teams from a brick-and-mortar environment into a work from home job can prove to be a daunting task. As more companies turn to remote work as both a short- and long-term solution, the challenge of how to maintain excellent service quality becomes pivotal.

Company 43

Company How To 43

ShepHyken

NOVEMBER 30, 2018

When speaking about the agent experience, thought leaders often focus on parties, fun work environments, and elaborate compensation structures. Actual customer contact agents, however, prioritize something else: the effort required to perform their work. Task: Measure Agent Effort. It Had Better Be!

Omni-Channel 94

Omni-Channel Self Service Policies Abandon Rate 94

Comm100

FEBRUARY 6, 2024

From fitness apps that turn exercise into a game to work environments that use game-like rewards, this concept is everywhere and still spreading its wings. This is a huge boon because the current surge in digital media is making it harder for people—pupils and working adults alike, to focus for long periods. billion by 2032.

Gamification 100

Gamification Engagement System Feedback 100

ShepHyken

MARCH 17, 2017

This week on our Friends on Friday guest blog post my colleague, Paul Comarto, writes about how the use of text messaging and live chat are influencing customer service. The post Guest Blog: How to Ace Customer Service in the Age of Immediacy appeared first on Shep Hyken. – Shep Hyken.

Customer Service 92

Customer Service How To Connections Social Media 92

ShepHyken

JUNE 23, 2017

Those that want to take a more hands-on approach could implement Google Analytics to track visitors on the site and add contact forms to make the company accessible; however, there is one combined solution that would work better than multiple platforms. Live Chat Software. Live chat is a one-to-one online communication channel.

Engagement 76

Engagement Banking B2C Exceptional Customer Service 76

Playvox

MAY 7, 2020

It's no surprise that an increasing number of companies are turning to BPOs to accelerate or even support work from home environments. As a BPO, your primary challenges likely include customer satisfaction, quality of service and cost containment, especially during these trying times.

Customer Service 54

Customer Service Customer Satisfaction Customers Company 54

Uniphore

JANUARY 13, 2022

Being an early riser, some of my best and most creative thinking occurs before I even get to work! When we create a positive work environment, we put our people in the right “space” to do their best and most fulfilling work.”. it makes our work so much more fulfilling. U: What’s the best part about your job?

Meeting 246

Meeting Culture Exercises Connections 246

ShepHyken

SEPTEMBER 2, 2016

This week on our Friends on Friday guest blog post my colleague, John Smart, explains the leadership term VUCA and how it can relate to customer service. In modern leadership jargon, a term that is showing up constantly to highlight the fast-paced, changing environment that we now live in is – VUCA. Shep Hyken.

Leadership 69

Leadership Customer Service Consulting Communication 69

Kayako

SEPTEMBER 23, 2022

The reality is that it takes quite a bit of work to accomplish a unified experience in today’s digital environment. This blog post will discuss unified customer experience and tools you can use to achieve it for your business. In today’s business environment, the customer experience is more important than ever.

Customer Journeys 156

Customer Journeys Customer Experience Touchpoint Social Media 156

Uniphore

DECEMBER 27, 2021

The two technology experts discussed the pandemic-fueled shift toward remote work—and how that shift has fundamentally reshaped IT help desk operations and expectations. “Remote work is here to stay,” states Sathiaraj. ” With more employees working remotely, IT help desk volumes have soared.

Self Service 211

Self Service User Experience Chatbots Consulting 211

AWS Machine Learning

FEBRUARY 13, 2024

This was the first benefit seen by the BigBasket team, because there were hardly any changes needed to the code to make it compatible to run on a SageMaker environment. He has worked on building enterprise-grade applications, building data platforms in multiple organizations and reporting platforms to streamline decisions backed by data.

Training 98

Training Gamification Data Innovation 98

ShepHyken

JUNE 8, 2018

Our support team, itself operating in a creative, startup environment, takes advantage of innovations to tailor replies to users. When a third party (read: not you) jumps in to publicly defend your brand, your work here is done. The post Guest Blog: Exceptional Customer Support Is Fresh, Not Canned appeared first on Shep Hyken.

Social Media 75

Social Media Video Case Study Customers 75

ShepHyken

AUGUST 17, 2018

In the world we live in today, we are constantly faced with challenges and competition, and the only way you’re going to win in such a cut-throat environment is to stand out. One of the best ways to tackle the problem and help agents optimize their work is to consider using helpdesk software. The industry benchmark for FRR is 7 hours.

Metrics 75

Metrics First Call Resolution Knowledge Base How To 75

Clarivate

JANUARY 4, 2024

Pooja highlights the critical importance of cultivating a safe and positive work environment. For her, Clarivate offers an environment that is full of trust and positivity which is what matters most when nurturing success. Read more from our blog series on Clarivate women experts.

Meeting 59

Meeting Telecommunications Innovation Connections 59