NICE inContact

OCTOBER 3, 2016

In July of 2016, inContact conducted a survey of more than 500 Customer Service Representatives (CSRs) to gather insights about their workplace environment, motivators and challenges. This deep dive study provides a glimpse into working on the front lines of the customer service industry.

Comparison 206

Comparison Customer Service Representative Contact Center Call Center 206

ShepHyken

DECEMBER 5, 2022

Cleaning a Toilet vs. Calling Customer Support: 3 Factors Impacting the Customer Experience by Eric Smuda. InMoment) Too many companies see their call center as only a cost and something that can be managed or minimized by reducing headcount and shifting to lower cost channels. Second, find shared values.

Customer Service 70

Customer Service Hospitality e-support eBook 70

Comm100

AUGUST 24, 2016

But it might be largely due to your customer care practices. Here’s how you can tell if your customer service, for lack of a better word, sucks. You rarely—or never—have repeat customers. Your customer care staff is bitter and unmotivated. You have an aggressively sales-obsessed customer care strategy.

Customer Service 120

Customer Service Social Media Customer Service Representative Multi-Channel 120

BlueOcean

DECEMBER 18, 2018

While AI capabilities in the contact center are still evolving, AI offers powerful opportunities to drive cost out of your business and improve the customer experience (and let’s be real, a growing segment of consumers simply prefer automated or self-serve support) – so asking your potential strategic partners the right questions is critical.

Contact Center 195

Contact Center Self Service Chatbots Case Study 195

Playvox

JUNE 22, 2023

Call center leaders are under increased pressure to improve operational and agent efficiencies and look for cost-cutting opportunities while delivering outstanding customer experience (CX) — a tricky balancing act for sure. What Are Call Center Efficiency Metrics? Are your customers happy?

Call Center 52

Call Center Metrics Contact Center Net Promoter Score 52

BlueOcean

OCTOBER 22, 2020

When the world hit the pause button in the face of COVID-19, putting our client’s customer care programs on hold wasn’t an option. Request a download here. The post The Pivot to 100% Remote Training in the Contact Center appeared first on Blue Ocean. Grab a copy of our Agent Training eBook for more insight.

Contact Center 156

Contact Center Training Effort Score Virtual Agent 156

C3Centricity

MARCH 31, 2020

Kindly download the invoice on your computer and while replying to this email, please attach the PDF file on your reply.” Me : “ Is TomTom just trying to irritate a long-standing customer? I would request you to send us the invoice which is sent as an attachment in PDF format with the email.

Customer Service 177

Customer Service Customers CRM Customer Care 177

Comm100

DECEMBER 1, 2017

For many organizations, a huge part of this new year task is setting contact center priorities — priorities that can have a colossal impact on the customer experience. But deciding on annual goals and specific yearly focuses for a call center isn’t always easy. Investment Priorities Speak Louder than Contact Center Goals.

Contact Center 105

Contact Center Report Customer Journeys Customer Centricity 105

CSM Magazine

DECEMBER 11, 2015

A new Xerox report, ‘The State of Customer Service 2015’ reveals that 47% of consumers who called their telecoms supplier in the past year would have preferred other means of assistance but fell back on the traditional call center for a score of reasons. And we suspect that this is happening beyond telecoms customers.”.

Net Promoter Score 40

Net Promoter Score Call Center Study Customer Care 40

Bold360

NOVEMBER 25, 2019

Here’s a sneak-peek at what Ovum found and what a customer care team manager like you is experiencing. Customers expect agents to have all the answers even as technology, products, solutions, and engagement channels get more complex. It’s all eroding agent morale when they’re unable to meet customer expectations.

Knowledge Base 40

Knowledge Base How To First Call Resolution Call Center 40

Natalie Petouhof

SEPTEMBER 1, 2016

Customer care extends far beyond the traditional call center. Every touch point or interaction with the company (or even content about the company) can affect the customer’s satisfaction and loyalty to the brand. A strategy to meet the social customer care goals and objectives. Social media metrics.

ROI 45

ROI Social Media Airlines Customer Service 45

NetBase

DECEMBER 3, 2019

We’ll share a high-level summary below, but be sure to download the report to really dig in. Determine how to engage with influencers to attract customers to your products and services Identify changes to messaging, positioning, and calls to action to support the purchase evaluation. Qualify and act on customer leads.

Report 52

Report Analytics Entertainment Survey 52

ViiBE Blog

JANUARY 19, 2022

Today, according to Gartner , 76% of customer service and support functions have 80% to 100% of their staff working from home. At a time when 92% of customers expect their customer care contact levels to be just like what it was pre-pandemic, companies have to ensure that customers get a good service experience and do not leave.

Customer Service 52

Customer Service Net Promoter Score CRM e-support 52

Qualtrics

MARCH 13, 2020

Frustrating contact center experiences like explaining your issue over and over again, or being handed from agent to agent are usually caused by data silos. Find out how a few simple changes to your set-up can deliver better experiences to customers and agents. First, there was the call center. Instant Download.

Contact Center 37

Contact Center Social Media Ecommerce Omni-Channel 37

Qualtrics

JULY 15, 2019

By that time, the customer may have moved on. The end goal of any customer service response time is zero, but that’s not necessarily feasible as a first step. – View or contact center experience solution here. Highly satisfied customers will increase your bottom line and cost less to serve than dissatisfied customers.

Net Promoter Score 41

Net Promoter Score Customer Service Customer Experience Social Media 41

Oracle

NOVEMBER 10, 2020

.” One customer of a popular athleisure brand waited over a month for a refund on his girlfriend’s yoga pants, spending 90-minutes waiting to speak to an agent and, as he says, watching his emails go ignored for days. Trend of the week: Customer care is the new marketing.

Customer Care 78

Customer Care Customer Experience Retail Brands 78

Clarabridge

MAY 30, 2017

Once you can spot trends where customers are experiencing friction, including how they got there and how quickly it was resolved, your employees will be able to replicate the methods that led to victory and master the customer experience. Currently, most organizations assess customer care by productivity (i.e.

Contact Center 45

Contact Center First Call Resolution Telecommunications eBook 45

Playvox

FEBRUARY 29, 2024

Unless you’ve been under a proverbial rock, you’ve heard and seen a massive amount of change in customer service — particularly in the past year. Many are pronouncing that there is no greater revolution in customer care than what’s happening right now.

Customer Service 79

Customer Service Contact Center Chatbots Call Center 79

CX Workout - Ideas Blog

OCTOBER 3, 2018

It was one of the early meetings with the management team, and the head of customer operations was happy to report that his team has reduced the average speed of answer from ten seconds to five seconds. If you’re interested in understanding other pitfalls associated with missing on things customers care about.

Customer Experience Design 40

Customer Experience Design Customer Experience Return on Investment Customers 40

CX Workout - Ideas Blog

OCTOBER 3, 2018

It was one of the early meetings with the management team, and the head of customer operations was happy to report that his team has reduced the average speed of answer from ten seconds to five seconds. If you’re interested in understanding other pitfalls associated with missing on things customers care about.

Customer Experience Design 40

Customer Experience Design Customer Experience Return on Investment Customers 40

CX Workout - Ideas Blog

OCTOBER 3, 2018

It was one of the early meetings with the management team, and the head of customer operations was happy to report that his team has reduced the average speed of answer from ten seconds to five seconds. If you’re interested in understanding other pitfalls associated with missing on things customers care about.

Customer Experience Design 40

Customer Experience Design Customer Experience Return on Investment Customers 40

Stella Connect

MAY 4, 2017

In 2015, she became Director of Call Center Operations for Renaissance Dental, where service team morale was low and turnover was painfully high. By using employee feedback to improve training, Dustie oversaw major increases in customer satisfaction, employee satisfaction, employee retention. . Even More “Before You Go”.

Contact Center 40

Contact Center Omni-Channel Conference Employee Engagement 40

Service Untitled

SEPTEMBER 22, 2010

Answer: What we do in training is make sure that our customer care professionals do several things and do them exceedingly well. Maybe a child is crying in the background or we hear a lot of noise in the background, and it is their job to make sure it is still a good time to speak with a customer.

Call Center 41

Call Center Customer Care Training Exceptional Customer Service 41

Service Untitled

AUGUST 26, 2010

Part one includes an introduction to Doria and her background with American Express, a quick overview of the different service centers that American Express has around the country, and some information on how American Express hires and trains its customer service representatives (called Customer Care Professionals).

Customer Care 42

Customer Care Call Center Customer Satisfaction Training 42

Service Untitled

OCTOBER 7, 2010

In this part, Doria talks more about the American Express culture, share some things are unique to American Express call centers, talks about how American Express engages with social media and gathers customer feedback, and finally, how she interacts with customers personally. Answer: Yes, we do.

Social Media 44

Social Media Customer Care Call Center Competitive Advantage 44

Service Untitled

SEPTEMBER 3, 2010

Are the customer care professionals who work with Centurion card members hired for that position or do they need a certain amount of years’ experience before they can move up to a role like that? This information is important because we adjust each customer care professionals’ incentive plan based on the customer’s feedback.

Customer Care 41

Customer Care Average Handle Time Call Center Travel 41

Myra Golden

JUNE 2, 2016

In this keynote Myra Golden reveals that extremely difficult customers are determined to force corporations—via the customer service professional—to give in to the consumer demands—reasonable or not. This means the customer service professional must develop a response plan.

How To 40

How To Customer Service Training Video Training 40

Myra Golden

JUNE 2, 2016

In this keynote Myra Golden reveals that extremely difficult customers are determined to force corporations—via the customer service professional—to give in to the consumer demands—reasonable or not. This means the customer service professional must develop a response plan.

How To 40

How To Customer Service Training Video Training 40

Stella Connect

JUNE 5, 2017

Conversocial makes social customer care look effortless. Leading global brands from Audi to Alaska Airlines rely on Conversocial to assign the right agent at the right time, resolve customer issues in real time, simplify case management, and strengthen customer relationships. 5 Must-Visit Sponsor Booths. Conversocial.

Call Center 40

Call Center Contact Center Conference CRM 40

Magellan Solutions

JUNE 1, 2021

Stop thinking of non-voice services as an afterthought in customer service outsourcing, because it is so much more. The first thing that comes into people’s mind about call centers are voice based services. Numbers Behind Non-voice Customer Care Outsource. The research notes that: .

Customer Service 52

Customer Service Social Media Call Center Chatbots 52

Comm100

SEPTEMBER 20, 2018

Customer care is an integral part of any successful business. After all, potential or loyal customers will often engage with customer care teams to inquire about a product or ask for help regarding specific issues that they may be facing. Free Download] The Guide to Becoming a Top Performing Live Chat Agent.

Technology 103

Technology How To Chatbots Self Service 103

Comm100

SEPTEMBER 20, 2018

Customer care is an integral part of any successful business. After all, potential or loyal customers will often engage with customer care teams to inquire about a product or ask for help regarding specific issues that they may be facing. Free Download] The Guide to Becoming a Top Performing Live Chat Agent.

Technology 102

Technology How To Chatbots Self Service 102

Comm100

DECEMBER 11, 2017

Live chat is especially popular among online retailers who don’t want to let customers slip away if they’re the least bit interested. Some providers allow co-browsing, where the customer care agent takes temporary control over the user’s browser and provides technical troubleshooting or directs them to pages where they will find resources.

Customer Experience 118

Customer Experience Social Media Self Service Multi-Channel 118

Comm100

OCTOBER 11, 2017

Should it be customer service? If you want a well-rounded, capable, and effective social media customer care team, then the answer is all of the above. Here we offer 12 essential tips for live chat operators to communicating effectively, addressing customer issues efficiently, and representing your brand professionally.

Social Media 119

Social Media Customer Service Strategies Strategy Customer Service 119

TechSee

MARCH 6, 2018

Take a peek into the latest issue of Super-Agent and see how he is using Artificial Intelligence to save the contact center: There is pandemonium at the Contact Center. Customer care costs are increasing, agent turnover is growing and customer churn is at its peak. This contact center needs help fast!

Contact Center 84

Contact Center Chatbots Customer Care Financial 84

Guavus

JULY 10, 2018

This great flood of data brings great opportunity but also the likelihood of traffic congestion, poor download speeds, jittery streaming movies and songs, and the ultimate horror: glitchy video games. Traditional Customer Care Ops Systems Lack a Wholistic View. Using New Tech to Improve Customer Experience.

Analytics 57

Analytics Customer Experience Net Promoter Score Wireless 57

Qualtrics

NOVEMBER 22, 2019

Customer care teams have the power to deliver breakthrough experience s , and our latest research shows just how much customers value them. Find out how making the right investments in your service center culture can turn yours from a necessary cost center into a key brand loyalty driver. Download Report.

Contact Center 26

Contact Center Call Center Average Handle Time Metrics 26