ShepHyken

JANUARY 7, 2024

Taking Customer Service to the Next Level With Customer-Centricity by Phil Geldart (Quality Digest) Customer service involves those everyday interactions between customers and the frontline employees whose job it is to greet them, wait on them, ring up their purchases, or otherwise engage them directly.

Customer Service 67

Customer Service Loyalty Programs Contact Center Financial 67

Lumoa

NOVEMBER 17, 2022

Understanding the likes and dislikes of your customers is another effective method of personalizing your online customer experience. Customers view personalization as an integral part of their online experience. Poor customer service interactions could lead to a potential loss of business.

e-support 208

e-support Customer Experience Social Media Chatbots 208

Stella Connect

FEBRUARY 20, 2018

Contact center attrition is one of the biggest challenges brands face. The continuous cycle of hiring and onboarding new agents and ramping them up to full productivity can cost a customer service organization roughly $10,000-$15,000 per employee. Then there’s the impact on service quality. Talk to us.

Contact Center 40

Contact Center Effort Score Culture Connections 40

ShepHyken

MAY 19, 2024

It means user-friendly websites, customer-centric processes, time-sensitive expedience, and customer-facing employees who care about creating a great experience, not just delivering the expected product or outcome. Here are three ways to “take out customer trash.” Connect with Shep on LinkedIn.

Customer Service 80

Customer Service Government Trends Contact Center 80

ShepHyken

OCTOBER 1, 2023

Speed Doesn’t Equal Success: The Limitations of AHT as a KPI by Othmar Mueller Von Blumencron (VIPdesk Connect) While top-notch products and services remain vital, the spotlight in recent years has undeniably shifted to the customer experience as a pivotal factor distinguishing one brand from another. If so, read this article.

Customer Service 65

Customer Service Contact Center Average Handle Time Customer Service Strategies 65

Myra Golden

JANUARY 8, 2018

When your employees log in to their training, it feels like they are taking the training within your company because we give you a unique URL and upload your logo. Our training is interactive. John Hancock said, “The thing that struck me about Myra Golden’s eLearning modules was how engaging they were.

Customer Service Training 45

Customer Service Training Training Customer Service Video 45

CSM Magazine

MARCH 31, 2022

Voicebots also use machine learning techniques to improve their ability to recognize different phrases over time through repeated interactions with people who speak those phrases regularly; this is known as “training the voicebot.”. Once a voicebot has been trained, it can be used to provide information or assistance to users.

Industry 52

Industry Customer Service Contact Center Chatbots 52

Kustomer

SEPTEMBER 4, 2023

Truly successful contact center agents require more guidance than just initial onboarding and training. If managers can learn how to train well from the beginning and eventually shift to customer service coaching, then anxiously micromanaging employees can become a failed tactic of the past.

Customer Service 98

Customer Service Training Exercises Feedback 98

ShepHyken

JANUARY 31, 2022

(Atlanta Small Business Network) In a world where business competition is fierce and consumers are more informed than ever before, building customer trust is vital. Building that trust starts with the very first interaction you have with your customers, and it should continue through every interaction you have following that initial one.

Customer Service 65

Customer Service Contact Center Trends Loyalty 65

ShepHyken

MARCH 18, 2020

Here are some examples: Difficult-to-find customer support contact info. Some customer support numbers appear buried to the point that customers wonder if the company really wants them to reach out. A laborious Interactive Voice Response system (IVR). For information, contact 314-692-2200 or www.hyken.com.

First Call Resolution 102

First Call Resolution Customer Service Training Customer Service Representative Contact Center 102

Stella Connect

JANUARY 4, 2022

Customer service coaching refers to the practice of ongoing communication between the agent and their manager to hone in on how to improve on specific skills, achieve specific goals, and develop their craft so they can handle even the most difficult customer interactions. Make coaching sessions 1:1, always.

Customer Service Training 97

Customer Service Training Training Tips Customer Service 97

ShepHyken

JULY 12, 2021

The Top Customer Service Trends: Digital Channels Overtake Service Options by Phillip Britt. The Observer) Now, in order to submit an application to Fordham, all students are required to take Customer Service Competency, a course soon to be offered in most high schools. Pun intended!) Follow on Twitter: @Hyken.

Customer Service 127

Customer Service Self Service Retail Entertainment 127

ShepHyken

AUGUST 24, 2020

Can Artificial Intelligence Improve Your Customer Service? Business2Community) By transforming customer service interactions, AI-powered digital solutions are prepared to improve every aspect of your business including online customer experience, loyalty, brand reputation, preventive assistance, and even generation of revenue streams.

Customer Service 84

Customer Service Contact Center Tips Chatbots 84

Blake Morgan

JANUARY 20, 2022

These 30 top blogs cover a wide variety of CX-related topics, from creating a customer-centric culture to refining the contact center or delivering personalized experiences. Bill is a speaker, author and blogger who focuses on customer service for front-line employees and customer-centric leadership for managers.

Case Study 96

Case Study Customer Journeys Competitive Advantage Customer Centricity 96

Comm100

JUNE 19, 2018

The ICMI Contact Center Expo which took place at the end of May was no different – with a strong keynote lineup and insightful sessions to attend, it was a fantastic event for anyone looking to top up their knowledge on everything CX. I think there’s a few things here that can be applied in any contact center.

Contact Center 102

Contact Center Entertainment eBook Culture 102

Stella Connect

MARCH 30, 2022

If you focus on teams, you’ll encourage friendly competition and create a more cohesive contact center culture. Quality measures like these can’t capture an individual agent’s uniquely valuable approach to service. Launch the Perfect Call Center Rewards Program. Who will receive rewards? Team leaders’ subjective picks.

Rewards Programs 52

Rewards Programs Call Center How To Contact Center 52

ShepHyken

MARCH 18, 2020

Here are some examples: Difficult-to-find customer support contact info. Some customer support numbers appear buried to the point that customers wonder if the company really wants them to reach out. A laborious Interactive Voice Response system (IVR). For information, contact 314-692-2200 or www.hyken.com.

First Call Resolution 71

First Call Resolution Customer Service Training Customer Service Representative Contact Center 71

ShepHyken

JANUARY 8, 2018

(Forbes) After years of focusing on improving the customer experience, businesses are now turning attention inward as employee experience (often referred to as “EX”) moves toward the top of executive priority lists. Upgrade the experience for your employees and you upgrade the experience for your customers. Of course, not!

Customer Service 0

Customer Service Retail Contact Center Competitive Advantage 0

ShepHyken

JULY 4, 2022

7 Top AI Trends in Customer Service by Zendesk. EnterpriseAI) Ever-evolving technology is constantly changing how customer service is done. From call centers to contact centers, businesses are looking for ways to automate manual tasks and take care of their customers better.

Customer Journeys 70

Customer Journeys Customer Service Loyalty Programs Loyalty 70

ShepHyken

JANUARY 7, 2019

(SearchCRM) Once hiring managers find the right people for the job, contact center agents need both proper training and office tools to be successful in their roles. My Comment: Here are three tips for customer service agents, but they can also be applied to just about anyone who interacts with customers, as well as employees.

Customer Service 101

Customer Service Contact Center Tips Chatbots 101

Comm100

OCTOBER 25, 2017

If you become brusque and abrupt in your interactions, you’ll probably find your customer mirroring your behavior. Keep calm and don’t forget to listen throughout the interaction. Why Are Customers So Important? CX Training Expert and Blog Editor. Without customers, your business simply would not exist.

Customers 327

Customers Customer Service Ecommerce eBook 327

ShepHyken

AUGUST 16, 2021

Entrepreneur) The way brands and customers communicate and interact with each other has been changed significantly by social media. My Comment: I’m a big fan of using social media to enhance the customer experience. My Comment: Let’s jump over to the contact center world with a great article from our friends at Sharpen.

Customer Service 91

Customer Service Social Media Tips Multi-Channel 91

ShepHyken

MARCH 18, 2019

When I speak at conferences in front of an organization’s leadership, I’m almost always asked about how to build the customer-foc used culture. Why Omnichannel is the Future of Customer Interactions (And How You Can Get Started) by Josh Brown. Improving NPS for a Better Customer Experience by Kathy Doering.

Net Promoter Score 87

Net Promoter Score Customer Service Omni-Channel Customer Centricity 87

ViiBE Blog

APRIL 8, 2021

Customers typically contact call centers when they are unable to resolve a problem with a product or service on their own. The key to satisfying the customer in search of a solution is the call center experience. The call center experience is the overall interaction between the customer and the call center.

Call Center Experience 52

Call Center Experience Call Center Average Handle Time Virtual Call Center 52

Myra Golden

JULY 28, 2016

We created our customer experience eLearning portal to fully prepare frontline employees to deliver friendly, empathic and personable interactions over the phone, email and chat. How to Talk to Customers: Human relations skills to help your employees deliver a delightful customer experience.

Training 40

Training Customer Service Customer Service Training Call Center 40

ShepHyken

JANUARY 28, 2019

First, it continues the discussion from the fourth article on this week’s list about bots and human interactions. Second, because it links to Fonolo’s free report, “The Top Contact Center Trends to Watch in 2019.” ” Download it today!

Social Media 98

Social Media Customer Service Customer Care Insurance 98

Stella Connect

JANUARY 28, 2022

Your agents on the frontlines are fielding inquiries, sifting through comments, and handling interactions across email, chat, SMS, social media, phone calls, in person, and more. They’re bringing their A-game, embodying your company’s brand values, and putting customers first. Support agent growth and development. #5:

Tips 52

Tips Customer Service Effort Score Customer Service Training 52

ShepHyken

DECEMBER 12, 2016

These are just a few of the ways consumers describe interactions they consider to be “Moments o f Wow” with their favorite brands. You’ll find good information, some stats and facts and insights from some of the top customer service and experience experts in the industry. For information contact or www.hyken.com.

Omni-Channel 48

Omni-Channel Social Media Customer Service Contact Center 48

Stella Connect

APRIL 17, 2018

If you’re in a call center performance management role, you’ve probably invested a lot of time and energy in your customer service training and coaching programs. You’re determined to build a team of brand experts who can connect with customers, resolve issues, and drive sales with ease. Don’t lecture; listen.

Customer Service Training 62

Customer Service Training Training Tips Customer Service 62

ShepHyken

SEPTEMBER 26, 2016

Contact Center Satisfaction Negatively Impacting the Customer Experience by Andrew Berger. Telecompetitor) Contact center satisfaction has worsened over the last two years despite investments in new customer engagement channels, according to new market research released by BoldChat.

Customer Journeys 48

Customer Journeys Customer Service Contact Center Culture 48

Comm100

OCTOBER 30, 2017

Contact center management is a difficult job. Even as an outsider, if you’ve spent any time at all working alongside a call center or contact center you’ve probably seen the same mistakes being made by management over and over regardless of the company, the market, the product or customer base.

Contact Center 115

Contact Center Tips Management Call Center 115

Call Experts

MARCH 3, 2022

A business phone script is a document that helps guide staff and contact center professionals in handling calls from your business phone number. A phone script provides your organization with a written, detailed guide that outlines what to say to the customer, when to say it, and how the conversation will flow.

e-support 52

e-support Contact Center Call Flow Guidelines 52

ShepHyken

APRIL 25, 2022

(Retail Customer Experience) More than half, 60%, of consumers would rather sit in a traffic jam than have a poor customer experience, according to a Telus International survey. They also expect a faster, more intimate interaction and the option for automation technology, according to a press release on the findings.

Customer Service 65

Customer Service Loyalty Programs Loyalty Competitive Advantage 65

Stella Connect

SEPTEMBER 16, 2021

According to our 2021 customer service statistics , based on a study of over 1,000 individuals in the U.S., 53% of consumers say they would likely stop doing business with a brand after a negative customer service interaction. Define any customer service terms referenced within your card.

Tips 52

Tips Effort Score Customer Service Training Guidelines 52

Stella Connect

DECEMBER 15, 2021

Impersonal interactions. It’s time for these types of frustrating customer experiences to become a thing of the past. Brands that don’t risk significant customer churn. Get a sneak peek of the insights below to find out the top customer support trends every business needs to know for the new year and beyond. .

Trends 75

Trends Poor Customer Service Consumers Social Media 75

Stella Connect

NOVEMBER 29, 2021

It’s the on-demand age, and delivering customer service with speed and convenience is a crucial factor driving business success today. . According to our research , both US and UK consumers rank response time as the #1 factor that matters the most when interacting with customer service. 1: Response time. #2:

Meeting 84

Meeting First Call Resolution Poor Customer Service Effort Score 84

ShepHyken

MAY 8, 2017

(FCR) I recently flew on one of the major airlines and observed many opportunities for improvement (a phrase we like to use in contact centers). By the way, these align with the things we expect from our colleagues at FCR on every customer interaction. For information contact or www.hyken.com.

Customer Service 81

Customer Service Airlines Contact Center Conference 81