Michel Falcon Experience

AUGUST 17, 2016

You can never go too far wrong by thinking like a customer who’s new to the business.” — Richard Branson. I turned to my friend, Annette Franz, a master in customer experience and employee engagement, for her thoughts on this topic. I wholeheartedly support my employees investing in themselves.

Employee Engagement 127

Employee Engagement Case Study Engagement Tips 127

Interactions

MAY 7, 2020

Long wait times and unanswered calls increases customer dissatisfaction in an already frustrating situation. As a “new normal” settles upon us, companies are considering deploying additional technology to ensure that customers can effectively and efficiently continue to engage with them. Doing it yourself versus hiring the experts.

Contact Center 71

Contact Center Wait Times Technology Training 71

Team Support

JULY 19, 2019

Many businesses are looking for new ways to improve and strengthen their own customer relationships. They’ve hired a great team of account managers, have incredibly knowledgeable support agents, and have provided them with the technology needed to succeed. However, the tiered support model is dead.

Software 45

Software System Management Training 45

Kayako

DECEMBER 3, 2015

You’ve been hired as a customer service manager, tasked with delivering great customer service. Customer service is a cost-center, it doesn’t impact earnings, and investing money into it is like pouring money down the drain… isn’t it? You know that customer feedback helps build a better product. Ask for the close!

Customer Service 120

Customer Service How To Case Study NPS 120

TeamSupport

MAY 10, 2019

There is payroll software for Accounting, lead nurturing and CRM for Sales, and customer service for the support team to resolve customer issues. For example, a common integration is between sales and customer service software systems to share customer information (name, company, email, etc.). Use Salesforce?

Customer Service 49

Customer Service CRM Software System 49

Alliance by IFS

OCTOBER 18, 2019

To boost profitable growth, you’ll need to improve customer retention, attract new customers, and diversify service offerings to open new streams of revenue. Traditionally, supporting this type of growth effort meant hiring more staff and buying more equipment, driving up overhead expenses. Faster, More Accurate Billing.

Software 75

Software Self Service Multi-Channel ROI 75

Bold360

APRIL 3, 2019

Chances are there are other factors that are just as important , or more so —things like feeling empowered to make an impact , having the right tools and support to be successful , and not feeling constantly pressured or under the gun. Support Swarming. C ustomer service agents feel that way too. .

First Call Resolution 40

First Call Resolution Customer Satisfaction Tools Customer Experience 40

Bold360

JANUARY 31, 2019

But one thing SMBs can do to beat the behemoths is compete on customer experience—and AI chatbots are a great way to do it. Traditionally, when it comes to meeting the changes in demand, smaller businesses either have to scramble to recruit, hire, and train temporary employees, or subject customers to long wait times and frustration.

Chatbots 40

Chatbots Sports Ecommerce Customer Service Representative 40

CX Journey

APRIL 19, 2016

I've written many times about the importance of the employee experience, both on its own with regard to retention and performance and with regard to the impact of the employee experience on the customer experience. IDC's 2015 EXPERIENCES Survey work found that 81% of companies listen to customers about their experiences, but 69.4%

Employee Experience 80

Employee Experience Employee Engagement ROI Customer Satisfaction 80

Comm100

APRIL 26, 2020

Fast-forward today, and the concept of customer experience (CX) has taken on a far larger meaning and importance within almost every industry. In fact, according to Forrester , 72% of businesses say that improving the customer experience is their number one priority. I came into CX through the left-field of Customer Service.

Omni-Channel 130

Omni-Channel Culture Customer Centricity Self Service 130

Alliance by IFS

AUGUST 6, 2014

In addition, the time and costs required to create an effective system and your own network of parts depots and service offices, not to mention the hiring and training technicians are not always practical. This is also true of companies with a rapidly growing customer base. The Benefits of Third-Party Service Outsourcing.

Strategy 56

Strategy Management How To Call Center 56

Integrity Solutions

MAY 24, 2023

Sales Training – at its heart – should be about learning to uncover and identify customer needs, thus creating value and providing service. Selling is about helping customers make buying decisions that are in their best interests. Do they give customers line of sight to an optimum decision-making process?

Training 52

Training Sales Culture Management 52

ChurnZero

JUNE 17, 2022

Every onboarding task, meeting, communication, and training must serve a single purpose—and that is to get the customer to realize value. You don’t want your customers biting off more than they can chew. At the same time, your onboarding needs to be fairly intensive so that customers see early success, not only potential.

Metrics 98

Metrics How To Effort Score Self Service 98

ChurnZero

JUNE 17, 2022

Every onboarding task, meeting, communication, and training must serve a single purpose—and that is to get the customer to realize value. You don’t want your customers biting off more than they can chew. At the same time, your onboarding needs to be fairly intensive so that customers see early success, not only potential.

Metrics 52

Metrics How To Effort Score Self Service 52