ShepHyken

NOVEMBER 23, 2020

Each week I read a number of customer service and customer experience articles from various resources. 4 Things Your Contact Center Can Learn Now From Chewy on How To Improve Your Customer Experience While Still Keeping Your Agents Happy and Productive by Veronica Krieg. Follow on Twitter: @Hyken.

Customer Service 86

Customer Service Net Promoter Score Airlines Contact Center 86

ShepHyken

JUNE 17, 2018

My Comment: Do you have the kind of relationship with your customers where they will give you the benefit of the doubt? How Customer Support Can Adapt to Keep Up with Customer Expectation by Steven Schuler. My Comment: Here’s some interesting commentary, especially if you have a dedicated support or contact center.

Customer Service 83

Customer Service Airlines Tips Retail 83

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. The Exhaustive Guide to Dealing with Angry Customers by Harsh Vardhan.

Customer Service 81

Customer Service Airlines Contact Center Conference 81

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

Storyminers

JULY 6, 2020

Previously, he founded Ogilvy & Mather’s strategy practice (sales enablement, service design and employee experience) charged with “making brands more human”. Evan has completed assignments for marquee clients such as American Express, Southwest Airlines, FM Global, IBM, Dupont, BlackRock, E*Trade, etc. Leslie O’Flahavan.

Customer Experience 147

Customer Experience Customer Service Social Media Consulting 147

Storyminers

JULY 6, 2020

Previously, he founded Ogilvy & Mather’s strategy practice (sales enablement, service design and employee experience) charged with “making brands more human”. Evan has completed assignments for marquee clients such as American Express, Southwest Airlines, FM Global, IBM, Dupont, BlackRock, E*Trade, etc. Leslie O’Flahavan.

Customer Experience 130

Customer Experience Customer Service Social Media Consulting 130

ShepHyken

MARCH 20, 2023

Tomas Hult is a member of the ACSI team and researches thousands of companies and analyzes millions of data points and customer interactions. Will ChatGPT Replace The Contact Center Agent? Last year Frontier Airlines discontinued the ability to contact customer support. Follow on Twitter: @Hyken

Customer Journeys 12

Customer Journeys Customer Service Call Center Contact Center 12