ShepHyken

JULY 26, 2021

Negative Employee Experiences Can Translate Into Poor Customer Service, Report Says by Emilie Shumway. (HR times more likely to say they do not provide excellent customer service and twice as likely to say they do not deliver quality outcomes. Here are my top five picks from last week. Follow on Twitter: @Hyken.

Customer Service 106

Customer Service Contact Center Customer Retention Poor Customer Service 106

Uniphore

JUNE 9, 2021

Ultimately, the key to surviving and thriving in 2021, and beyond, will be finding creative ways to unleash your human potential. If using software is leaving employees burned out and frustrated, the company will wind up paying through high turnover and poor customer service.

Engagement 246

Engagement Contact Center How To Metrics 246

Stella Connect

DECEMBER 15, 2021

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. . 4 Critical Customer Support Trends and Why They Matter for Your Business. 40% of US and UK consumers say they will post about a poor customer service experience online.

Trends 75

Trends Poor Customer Service Consumers Social Media 75

Stella Connect

NOVEMBER 29, 2021

. #2: Agent knowledge about products and services. #3: Source: 2021 Stella Connect by Medallia survey of 2,100 consumers in the US and UK. More than one third (35%) of US consumers and just under 3 in 10 UK consumers say they’re only willing to wait up to 5 minutes for customer service to respond.

Meeting 84

Meeting First Call Resolution Poor Customer Service Effort Score 84

Stella Connect

DECEMBER 2, 2021

Today that number has jumped dramatically, with 53% of consumers saying they have switched brands due to just one poor customer experience. 60% of consumers across the US and UK say that they will stop buying from a brand after a poor customer service experience. 2: Time Is Money for You—and Your Customers.

Trends 52

Trends Customer Service Data First Call Resolution 52

Stella Connect

NOVEMBER 9, 2021

Anxious, stressed-out customers need capable, caring agents who can answer questions, solve problems, and make helpful recommendations. Give them what they need in the spirit of the season, and your customers will reward you. How Will You Make Things Right for Unhappy Customers? The margin for error is smaller than ever before.

Customer Service 87

Customer Service Poor Customer Service Contact Center Training 87

CSM Magazine

DECEMBER 13, 2023

In a competitive market, stellar customer service stands as the cornerstone of a thriving business. As a matter of fact, 49% of customers have left a brand due to poor customer service , as revealed in a study back in 2021. This highlights a significant issue: neglecting customer service.

Customer Service 52

Customer Service CRM Call Center System 52