ShepHyken

NOVEMBER 23, 2018

This week we feature an article by Pascal van Opzeeland who writes about the quality of customer support and what it takes to provide great customer support. – Shep Hyken. What makes a customer support interaction good or bad? To be good, a customer support interaction needs to be…. A useful support structure is What?

Self Service 67

Self Service Effort Score Guidelines Tips 67

LiveChat

JANUARY 3, 2019

It was a good year for the LiveChat blog. Our blog was visited every month by over 100k visitors , who spend 8 minutes on each page on average. Let me proudly present a list of 12 killer posts we’ve published this year on LiveChat Blog. How we reached 100,000 unique views a month on LiveChat blog. It was just great.

Case Study 59

Case Study Chatbots Study Tips 59

ShepHyken

NOVEMBER 15, 2019

You’ve heard by now of all the practical ways that today’s dynamic IVR can support your customer experience, including: Providing simple self-service functions such as balance checking or order status without needing to talk to an agent. A cloud IVR can benefit your contact center and your customers from the second a call is placed.

Self Service 94

Self Service Customer Experience Contact Center Interaction 94

Upstream Works

MARCH 17, 2022

When considering vendors offering AI applications, contact centers should consider how well they interwork and support the systems currently in use, rather than looking to replace them altogether. A second use case would be self-service automation. For now, AI will best serve contact centers as a complementary technology.

Self Service 78

Self Service Contact Center Call Center Training 78

Seaton CX

JUNE 28, 2023

“If you genuinely want to put customers first, you must put employees more first,” says Hal Rosenbluth, author of The Customer Comes Second. That’s not easy on the limited budgets of contact centers and customer support teams, but it’s essential for delivering good customer service—and attracting and retaining top talent.

Contact Center 87

Contact Center Training Chatbots Technology 87

Call Experts

APRIL 8, 2024

In this comprehensive blog post, we’ll take you on a journey through the world of call center agents, exploring the key performance metrics and the qualities that define a top-notch call center agent. Product Knowledge: They need to understand the products or services they support deeply.

Call Center 52

Call Center Net Promoter Score NPS Average Handle Time 52

NICE inContact

MARCH 27, 2018

Here are two reasons why AI will support, not replace, agents and one reason why AI has the potential to possibly replace the contact center agent role. Here, AI’s strength lies in providing agents with enhanced tools and the context they need to support customers most effectively. Powering Exceptional Customer Experiences.

Contact Center 137

Contact Center Self Service Study Omni-Channel 137

ShepHyken

JANUARY 22, 2023

My Comment: If you have service technicians in the field, you will enjoy this article by CX guru Vala Afshar, who covers how AI supports customer service and experience efforts. It takes five ideas, such as “Give the people what they want (the rewards),” and supports the idea with research, stats, and facts.

Customer Service 48

Customer Service Self Service Contact Center Loyalty 48

Totango

JULY 15, 2021

No matter how great your product is, your customers still need to have a positive experience and be expertly nurtured and supported throughout their journey with your company in order to keep buying from you, adopt more products, and/or advocate for your company. The Right Tools for the Job.

Chief Customer Officer 124

Chief Customer Officer Customer Centricity Loyalty Programs Customer Success 124

CustomerSuccessBox

JUNE 1, 2021

We have seen successful success managers come in from all sorts of backgrounds which is not just limited to Support representatives. And to know more about the roles of a CSM , check out this blog – What are the responsibilities of Customer Success Manager (CSM)? Roles that succeed as Customer Success Managers. Account Managers.

Customer Success 52

Customer Success Management Consulting B2B 52

CX Accelerator

FEBRUARY 3, 2018

Within seconds, the analyst must ascertain the communication style of the customer and construct their message accordingly. Additional benefits for Customer Service leaders include the following: Hiring The Right Agent– When you understand the landscape of your team from a DiSC perspective, you will also know where your largest gaps are.

Interaction 140

Interaction Customer Service Sports Communication 140

Kustomer

JANUARY 6, 2021

Do you hire more agents? And that’s why we are introducing CX Stories from the Frontlines, a blog series that will showcase how REAL brands are tackling REAL problems with Kustomer. According to recent Kustomer research, chat is the second most popular channel for consumers, and among the top three cheapest for brands to manage.

Multi-Channel 98

Multi-Channel e-support Fashion Retail 98

CX Accelerator

MAY 28, 2019

Chief among these is our power to create a supportive and edifying dynamic among our teams. TINYpulse data supports the notion that having “great colleagues and peers” is the number one reason people love their jobs. Naturally, it begins with being very picky about your new hires. Encourage participation in two ways.

Culture 140

Culture Contact Center Customer Journeys Groups 140

Beyond Philosophy

JULY 27, 2023

The second question probes, “What do customers value,” presumably with the qualifier, “that we can do to get them to give us more money?” ” This second question addresses how an organization might need to change to something else rather than pretend to be something else.

How To 78

How To Conference Insurance Examples 78

Method:CRM

MARCH 13, 2023

It includes things like customer service, the quality of the product or service sold, customer support, customer convenience, and more. You establish customer service in the way you interact with your customers and the support you provide them. Support ticket tracking. Why do you need a customer portal? Tracking orders.

Self Service 90

Self Service Customer Experience How To e-support 90

Call Experts

OCTOBER 19, 2023

In this comprehensive blog post, we’ll take you on a journey through the world of call center agents, exploring the key performance metrics and the qualities that define a top-notch call center agent. Product Knowledge: They need to understand the products or services they support deeply.

Call Center 59

Call Center Net Promoter Score NPS Average Handle Time 59

Vonage

MARCH 11, 2016

Melanie, a Verizon Wireless technical support rep, took a minor frustration and turned it into a great experience. Pressed the number for technical support. Wait, helpful tech support and I just saved $360 per year?! I tried chat before calling support because I thought chat might be faster. How Verizon supported Melanie.

Omni-Channel 120

Omni-Channel Wireless Contact Center Average Handle Time 120

ChurnZero

NOVEMBER 29, 2022

Second, we were leaving expansion opportunities on the table. After getting slapped on the wrist a few times for my after-sales support, I knew things had to change. Like many early-stage Customer Success teams, I was working with limited resources and did not have any headcount to hire new talent.

Customer Success 98

Customer Success Leadership Case Study Sales 98

Bold360

MARCH 5, 2020

How technology and processes support your talent. Your EX makes or breaks your CX — and it starts from the moment you hire. When you’re hiring, knowing your purpose leads right into knowing what you should look for in a hire. When you hire, do you just point your bright-eyed new employee at a desk and say good luck?

Culture 59

Culture Employee Experience Insurance Government 59

ijgolding

JULY 5, 2018

Regular readers of my blog know that being a customer experience specialist does not protect me from encountering lacklustre, frustrating and sometimes embarrassing experiences as a customer of the organisations I interact with. Ian: I am a huge supporter of Amazon, yes. being published in April. Sorry, I know you are a fan.

Customer Experience 160

Customer Experience Airlines Retail B2B 160

Experience Investigators by 360Connext

NOVEMBER 8, 2022

And even for those who have read the books and perhaps even follow this blog – they need to hear the commitment from the top of the organization again and again and again. So they need to feel supported, empowered and celebrated when they achieve great things for customers, for your organization, and for their teams.

Customer Experience 110

Customer Experience Competitive Advantage Customer Centricity Strategy 110

CustomerSuccessBox

MAY 31, 2021

To know more details about other key responsibilities of CSM, check out this blog – 6 Key Responsibilities of a Customer Success Manager in a SaaS Company. The second key aspect that will influence your decision on assigning the number of accounts per Success manager should be around the financial metrics. How many do you need?

Customer Success 52

Customer Success Management Financial B2B 52

Stella Connect

NOVEMBER 9, 2021

As a result, the virtual customer support agent is the only human connection customers may have with your brand, empowering your agents to help drive customer loyalty and higher purchase rates. To ensure your seasonal hires represent your brand well, you should focus your efforts in the following areas. Hire people who are a good fit.

Customer Service 87

Customer Service Poor Customer Service Contact Center Training 87

ChurnZero

NOVEMBER 18, 2022

My job is to help, to educate, and to level up everyone across my org: new hires, folks right out of university, interns, individuals who haven’t had exposure to Customer Success, and my C-suite. It’s one of our blog posts from last month, and it’s on my LinkedIn profile. A: Never second guessing if you should.

Customer Success 98

Customer Success Leadership Customers Sales 98

GlowTouch

NOVEMBER 21, 2022

That’s where we came in as the first-ever outsourced customer support provider in the brand’s history. The volume was outpacing the in-house support team’s ability to keep up, so for the first time in its history, the company took on an outsourcing partner and incorporated chat into its customer communications channel mix.

First Call Resolution 52

First Call Resolution Apparel Average Handle Time Ecommerce 52

Upstream Works

JUNE 25, 2020

This is the second article in a three-part series about how COVID-19 is impacting contact centers and how they can adapt to this new normal. Contact centers have had enough time to determine how well agents have adapted and how well their communication technologies are supporting them. Remote Management and Support for Agents.

Contact Center 78

Contact Center Management Self Service Omni-Channel 78

Beyond Philosophy

JULY 9, 2020

My daughter was concerned about COVID-19 risks if she hired someone to fix it, but she also didn’t want people to let themselves into the house through the broken window either. Nervous Face Mask Wearer: This second segment will go out, but they feel unsafe, anxious, and afraid. Freedom Fighters are angry.

Groups 162

Groups Customers Consulting Examples 162

Amity

MARCH 5, 2018

Congratulations, you’re ready to hire a Customer Success Manager (CSM)! Many industry experts say it is never too soon to hire for customer success. In today’s blog, you’ll learn: - The top traits and skills to look for when hiring a Customer Success Manager. No pressure, right? Common CSM Backgrounds.

Customer Success 77

Customer Success Management Culture Communication 77

Kustomer

NOVEMBER 1, 2021

Paolo has plenty of experience working with the integration of digital channels, as well as with hiring and training digital customer service assistants. . He says, “One of the most important traits that I look for when I hire agents in order to let them become digital customer service assistants is emotional intelligence.

Customer Service 97

Customer Service Social Media Customer Journeys Course 97

Beyond Philosophy

NOVEMBER 14, 2017

Both understand (in the case of Sir Richard at Virgin Group) and understood (in the case of Herb Kelleher at Southwest Airlines) the value of putting people and customers first, HR practice second. Among airlines, working in a supportive, trusting, fun, responsive and energetic culture isn’t confined to staff at Virgin.

Airlines 87

Airlines Culture Consulting Leadership 87

Service Untitled

JULY 7, 2010

Service Untitled The blog about customer service and the customer service experience. During the second stage of Relationship Care, hiring new representatives takes on a very centered focus. If the customer is a high value consumer, a customer care professional may send out a Home Depot gift card.

Customer relationships 43

Customer relationships Hospitality Social Media Customer Satisfaction 43

Second to None

JUNE 5, 2018

If you are interested in submitting a guest post to the Second To None blog, please reach out to danielb@secondtonone.com with your idea. Instantaneous support is a winner. However, AI technology has made it possible for even smaller brands to provide this level of support.

B2B 63

B2B Strategy Customer Journeys Voice of Customer 63

Upstream Works

NOVEMBER 30, 2022

As pandemic conditions led businesses to shift to work-from-home, many contact centers lacked the capability to properly support remote agents, making their jobs more difficult. In terms of what contact centers can do today, this second AI application integration use case must also be considered.

Self Service 78

Self Service Contact Center Customer Experience Chatbots 78

Upstream Works

NOVEMBER 30, 2022

As pandemic conditions led businesses to shift to work-from-home, many contact centers lacked the capability to properly support remote agents, making their jobs more difficult. In terms of what contact centers can do today, this second AI application integration use case must also be considered.

Self Service 78

Self Service Contact Center Customer Experience Chatbots 78

Education Services Group

MAY 6, 2021

Loss of second-order revenue. Customer Service (also known as Customer Support) is reactive in nature – this is who you contact when you have a problem or things go wrong. 2 Hire the right people. I could go on and on about this topic, but for now here are the key traits that I look for when hiring CSMs.

Customer Success 92

Customer Success Meeting Report Sales 92

BlueOcean

OCTOBER 10, 2016

In many cases, the call is the second or third step a customer had to take (more if they were transferred through IVR or other agents first), which means the interaction begins at a negative starting point, and the agent must respond accordingly. But that’s simply not true. Driving Process Improvement.

Customer Journeys 120

Customer Journeys Contact Center Call Flow First Call Resolution 120

CustomerSuccessBox

OCTOBER 4, 2018

So, the focus is on hiring developers, designers etc. A CSM is not an extension of customer support or the account management team. So, for example, if it has been promised to the customer that a certain type of customer support tickets will be closed in 4 hours. The first hire should be the Customer Success leader.

Customer Success 77

Customer Success Customer Retention Financial Customers 77