Call Experts

MAY 6, 2021

And from there, you will become the company that has poor customer service and doesn’t care about your clients. More than 55% of property managers state they want to improve customer service, providing a more social face to the business. The contact center is the essential partner for your business.

Contact Center 52

Contact Center Call Center Management Poor Customer Service 52

CX Accelerator

JULY 1, 2020

Before Covid-19, customers chose companies that differentiate on experience, and 81% of customers switch to another brand as a result of bad customer service (American Express). Now more than ever, the customer experience is the battleground for brand loyalty. Changing Expectations. Back To CX Accelerator Blog

Contact Center 266

Contact Center Call Center Call Center Solutions Roadmap 266

ShepHyken

APRIL 9, 2021

Did you know 90% of Americans consider customer service as the key factor when deciding whether to do business with a company? If you’re a customer-focused organization, you need to prioritize customer service. Customer Service Telephone Skills to Master. Thanks for calling XYZ.

Customer Service 141

Customer Service Call Center Contact Center Communication 141

ShepHyken

SEPTEMBER 14, 2020

Each week I read a number of customer service and customer experience articles from various resources. 12 Ways to Celebrate Customer Service Week by Vanessa Brangwyn. While many people think this is a celebration about our customers, it is just as much a celebration about our people who take care of our customers.

Customer Service 85

Customer Service Net Promoter Score eBook B2B 85

ShepHyken

AUGUST 16, 2021

Each week I read many customer service and customer experience articles from various resources. 16 Great Customer Service Tips and Examples by Tom Coombe. Small Business Trends) Customer service in the U.S. Small Business Trends) Customer service in the U.S.

Customer Service 91

Customer Service Social Media Tips Multi-Channel 91

CX Accelerator

JULY 1, 2020

Before Covid-19, customers chose companies that differentiate on experience, and 81% of customers switch to another brand as a result of bad customer service (American Express). Now more than ever, the customer experience is the battleground for brand loyalty. Changing Expectations. Back To CX Accelerator Blog

Contact Center 182

Contact Center Call Center Call Center Solutions Roadmap 182

Brad Cleveland Blog

JULY 27, 2023

Unfortunately, that’s not always the case with customer service coaching. The good news is research shows that employees want to know … Continue reading → The post Building Trust and Empowerment with Customer-Focused Coaching appeared first on Brad Cleveland.

Customer Focused 49

Customer Focused Customers Customer Service Contact Center 49

ShepHyken

JULY 4, 2022

Each week I read many customer service and customer experience articles from various resources. 7 Top AI Trends in Customer Service by Zendesk. EnterpriseAI) Ever-evolving technology is constantly changing how customer service is done. Here are my top five picks from last week.

Customer Journeys 70

Customer Journeys Customer Service Loyalty Programs Loyalty 70

NobelBiz

JULY 4, 2023

In today’s competitive business landscape, customer service plays a pivotal role. These are instrumental in enhancing agent utilization, customer experiences and shaping business strategy. AI in the context of the contact center world isn’t really a ‘wow’ feature anymore.

Interaction 52

Interaction Call Center Engagement Contact Center 52

VDS

SEPTEMBER 17, 2020

The idea is to let technology handle mundane tasks, nuisance calls, and authentication, so your agents can focus on everything else. The beauty of these technologies is they typically work across all contact center solutions with API integration. More, customers want seamless, effortless experiences. Virtual Hold.

Virtual Agent 52

Virtual Agent Customer Service Self Service Contact Center 52

Integrity Solutions

AUGUST 3, 2018

By Bruce Wedderburn Over the past few years, contact centers have dramatically increased investments in emerging and disruptive technologies to help improve key efficiency metrics. But how is the growth of technology impacting and even reshaping the role of the contact center agent?

Contact Center 43

Contact Center Call Center Competitive Advantage Training 43

ShepHyken

MARCH 21, 2022

Each week I read many customer service and customer experience articles from various resources. 15 Stats About Post-Covid Customer Service by Blake Morgan. Chief on that list is updating customer service efforts. Our customer service research supports the theme.

Omni-Channel 67

Omni-Channel Customer Service Self Service Retail 67

Brad Cleveland Blog

MARCH 3, 2023

To customers, this was just confirmation the restaurant … Continue reading → The post 6 Traits of a Customer-Focused Culture appeared first on Brad Cleveland. Referrals spread rapidly, reviews were positive, and before long, the waits to get in became longer.

Customer Focused 54

Customer Focused Culture Customers Contact Center 54

Integrity Solutions

AUGUST 3, 2018

The human touch is more critical than ever in a contact center environment that is being increasingly driven by technology. By Bruce Wedderburn Over the past few years, contact centers have dramatically increased investments in emerging and disruptive technologies to help improve key efficiency metrics.

Contact Center 40

Contact Center Call Center Competitive Advantage Training 40

ShepHyken

JUNE 1, 2020

Each week I read a number of customer service and customer experience articles from various resources. 3 Things That Will Boost Your Reputation For Great Customer Service by Mark Armstrong. These days, there are three things I focus on when it comes to customer service. Follow on Twitter: @Hyken.

Customer Service 68

Customer Service Omni-Channel Call Center Retail 68

Magellan Solutions

JULY 5, 2016

Here are the ways on how you can ensure your business values are preserved when you outsource an inbound call center service. From the moment you start looking for call centers in the Philippines, make sure your business values are clearly written out for anyone to understand. Communication is key.

Contact Center 58

Contact Center Call Center How To Training 58

ShepHyken

JANUARY 22, 2023

Each week, I read many customer service and customer experience articles from various resources. AI improves field service quality and customer experience by Vala Afshar (ZDNET) Research shows that 80% of high performing field service organizations use artificial intelligence.

Customer Service 48

Customer Service Self Service Contact Center Loyalty 48

Eptica

OCTOBER 9, 2019

Date: Wednesday, October 9, 2019 Author: Pauline Ashenden - Marketing Manager National Customer Service Week 2019: The 3 key factors behind successful customer service. This annual global event is the perfect opportunity to emphasize the importance of customer service to the bottom line.

Customer Service 60

Customer Service Self Service Contact Center Customer Centricity 60

ShepHyken

JANUARY 7, 2019

Each week I read a number of customer service and customer experience articles from various resources. ” Beyond Chatbots: How Artificial Intelligence Can Humanize the Customer Experience by Dan Gingiss. However, when it comes to customer experience, the best results will occur when machines and humans work together.”

Customer Service 101

Customer Service Contact Center Tips Chatbots 101

Avaya

APRIL 27, 2017

But this May 22-25, when you arrive in Orlando for the 2017 ICMI Contact Center Expo and Conference , we think you’ll be heading for what we like to call the second happiest place on earth. We’ll show customer-focused companies our latest innovations. We are passionate about making a difference for your business.

Contact Center 54

Contact Center Omni-Channel Customer Journeys Multi-Channel 54

Verint

AUGUST 17, 2017

At the end of 2016, I conducted 20 interviews with customer service professionals who were members of the National Association of Call Centers (NACC). The question was, “What’s keeping you up at night when you think about your contact center in 2017 and beyond.”. Don’t Panic!”

Contact Center 30

Contact Center Employee Engagement Engagement Gamification 30

Brad Cleveland Blog

JULY 27, 2023

Unfortunately, that’s not always the case with customer service coaching. The good news is research shows that employees want to know … Continue reading → The post Building Trust and Empowerment with Customer-Focused Coaching appeared first on Brad Cleveland.

Customer Focused 26

Customer Focused Customers Customer Service Contact Center 26

Call Center Pros

SEPTEMBER 24, 2018

Sometimes considered a source of problems to be swept under the carpet, customer service should be a central element of your strategy: it is the showcase of your business. Because good customer service is a source of purchase, referral, differentiation, and continuous improvement. … And value your agents.

Customer Service 61

Customer Service Call Center CRM NPS 61

Verint

OCTOBER 17, 2017

In the contact center industry, the latest ripples of excitement are about artificial intelligence (AI) and the potential AI has to radically change customer service. Call me a skeptic if you like, but the scenario described above is not realistic. Sometimes it’s important to think these things through.

Contact Center 36

Contact Center Banking Industry Financial 36

ShepHyken

MARCH 27, 2017

Each week I read a number of customer service articles from various online resources. Customer Experience, Innovation and the Slow Death of Famed Brands by Augie Ray. Sure, things have changed, but the fundamentals can still be found in many of the “new ways” we approach creating customer loyalty.

Net Promoter Score 48

Net Promoter Score Customer Service Call Center Tips 48

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

Brad Cleveland Blog

MARCH 3, 2023

To customers, this was just confirmation the restaurant … Continue reading → The post 6 Traits of a Customer-Focused Culture appeared first on Brad Cleveland. Referrals spread rapidly, reviews were positive, and before long, the waits to get in became longer.

Customer Focused 26

Customer Focused Culture Customers Contact Center 26

Integrity Solutions

SEPTEMBER 28, 2023

It’s easy to say that we put the customer first, but what does that actually look like in practice? In the past, customer service centers were viewed as cost centers or expenses. Today, the organizations that are delivering a superior customer experience are proving just how outdated that perspective is.

Customer Service Training 110

Customer Service Training Training Customer Service Contact Center 110

ViiBE Blog

APRIL 26, 2021

Great IT support can make all the difference for customers experiencing an issue with your product or service. If you take customer service seriously, you need to understand the importance of IT support in ensuring a good customer experience. Train your employees for customer satisfaction.

Tips 52

Tips Knowledge Base Virtual Call Center Contact Center 52

Verint

SEPTEMBER 1, 2017

You may know from personal experience that low-performing, partially effective contact center technologies and overwhelmed customer service employees are not a winning combination. Being mindful with your contact center IVR and WFO strategies can help you get better at the things you care about for your business.

Contact Center 23

Contact Center Strategy Average Handle Time Technology 23

Horizon CX

MARCH 19, 2022

So, let me share some insights into some recent customer service journey experiences I’ve had with organizations where AI and the cultural/people integration are being (or not) applied. This is where the fun begins or, to put it more crisply, where the customer journey can take a critical and not so smooth turn.

Customer Journeys 130

Customer Journeys Touchpoint Average Handle Time Survey 130

Verint

OCTOBER 13, 2017

As fraudsters become more and more sophisticated, contact centers need to equip themselves with every advantage to outsmart them. At the same time, they have to protect the customer experience so that legitimate callers do not have to endure an authentication maze just to get something done. Sound too good to be true?

Contact Center 25

Contact Center Data Analytics Customer Experience 25

Verint

MARCH 22, 2017

However, millennials who work in a contact center may have an entirely different experience. Millennials, now the largest population segment, have grown up in this modern world and expect these technological conveniences in every aspect of their lives.

Contact Center 26

Contact Center Employee Engagement Engagement Technology 26

ShepHyken

JULY 11, 2022

Each week I read many customer service and customer experience articles from various resources. 3 Ways to Create a Better Customer Experience That Increases Conversions by Joel Comm. Implement These 5 Customer Experience Analytics to Upgrade Your Call Center by Emily Gregor.

Customer Service 24

Customer Service Average Handle Time Metrics Social Media 24

NobelBiz

FEBRUARY 21, 2023

Call centers have developed dramatically over the past few years and will continue to do so in 2023. While most classic contact center technologies will continue to be utilized, most will be replaced by chatbots, cloud technologies, AI, and remote work, enabling businesses to enhance the customer experience and save expenses.

Call Center 52

Call Center Omni-Channel Trends Contact Center 52

VDS

JULY 20, 2020

Before Covid-19, customers chose companies that differentiate on experience, and 81% of customers switch to another brand as a result of bad customer service (American Express). Now more than ever, the customer experience is the battleground for brand loyalty. Changing Expectations.

Contact Center 52

Contact Center Call Center Call Center Solutions Roadmap 52

NobelBiz

FEBRUARY 15, 2023

Call centers have developed dramatically over the past few years and will continue to do so in 2023. While most classic contact center technologies will continue to be utilized, most will be replaced by chatbots, cloud technologies, AI, and remote work, enabling businesses to enhance the customer experience and save expenses.

Call Center 52

Call Center Omni-Channel Trends Contact Center 52