Stella Connect

FEBRUARY 2, 2022

You’ve dealt with it before and there’s no doubt you’ll face the same challenge again: call center turnover. In customer service, the revolving door of agents joining your team and exiting in a few months or only a year seems to be normal. Call center turnover occurs for several different reasons.

Call Center 52

Call Center How To Training Customer Service Training 52

Stella Connect

SEPTEMBER 30, 2021

When designed effectively, call center quality monitoring scorecards can bring a ton of value to customer service organizations, particularly call center teams. . Customer-Centric Companies Use Call Center Quality Monitoring Scorecards to… #1: Ensure consistency across the organization.

Call Center 52

Call Center Effort Score Policies Customer Service Training 52

ShepHyken

NOVEMBER 27, 2023

Each week, I read many customer service and customer experience articles from various resources. Field Tested Tips for Aligning Customer Service and Marketing by Ronnie Gomez (Sprout Social) If a business is an orchestra, then every department is its own instrument. They decide if you keep your promise.

Customer Service 66

Customer Service Net Promoter Score Tips Brands 66

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 Today, the organizations that are delivering a superior customer experience are proving just how outdated that perspective is.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

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. My Comment: Great customer service isn’t rocket science.

Customer Service 88

Customer Service Social Media Tips Multi-Channel 88

ShepHyken

FEBRUARY 26, 2023

Each week, I read many customer service and customer experience articles from various resources. 8 Ways to Enhance Your Call Center Customer Experience by Eric Sims (CustomerThink) In today’s business landscape, providing an exceptional customer experience is essential to the success of any company.

Customer Service 62

Customer Service Call Center Ecommerce Call Center Experience 62

ShepHyken

DECEMBER 27, 2021

Each week I read many customer service and customer experience articles from various resources. Expert Shares Tips for Managing Online Reviews by Mike Manges. (10 Five Tips For Creating A Successful AI-Driven Customer Winback Strategy by Raviteja Sidda. Here are my top five picks from last week.

Customer Service 71

Customer Service Tips Fashion Call Center 71

Call Experts

FEBRUARY 17, 2022

How do you improve customer service? The answer always lies in your customer experience. Great experiences lead to loyal customers who buy more from you in the future. When you take care of customers from start to finish, they will always come back and refer others to your business. Listen to your customers.

Contact Center 98

Contact Center Customer Service Self Service How To 98

ShepHyken

NOVEMBER 14, 2022

Each week, I read many customer service and customer experience articles from various resources. Partnering in Complex Times: Turning to the Experts for Best-In-Class Customer Experience by Harvard Business Review. Top 14 Tips for Connecting with Customers from CMOs by Sarah Franklin. It’s a video.

Customer Service 69

Customer Service Loyalty Programs Loyalty Tips 69

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

JUNE 17, 2019

Each week I read a number of customer service and customer experience articles from various resources. 7 Powerful Customer Service Phrases You Need to Use by Josh Carlyle. Qminder) Here are 7 powerful customer service phrases that can support your interaction with customers. Top Five Bonuses.

Customer Service 107

Customer Service Call Center Feedback Culture 107

Comm100

NOVEMBER 14, 2017

When you are doing your job well, knowledge matters – and in the customer service industry, that is even truer than in others. The service sector as a whole has experienced steady but sustained growth over the past decade (approx. Free Download] 50 Customer Service Training Activities for Live Chat and Telephone Teams.

Resources 109

Resources Customer Service Customer Service Training Course 109

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

ShepHyken

NOVEMBER 15, 2021

Each week I read many customer service and customer experience articles from various resources. Lego Customers Lose Millions of Pieces a Year. Magazine) Lego Group knows something about talking to its customers, and not just because it has a few creative employees. Here are my top five picks from last week.

Customer Service 71

Customer Service Metrics Social Media Retail 71

ShepHyken

NOVEMBER 16, 2020

Each week I read a number of customer service and customer experience articles from various resources. 3 Ways To ‘Innovate’ The Customer Experience by Sanjay Monga. This is what will help customers choose you over your competition. My Comment: Some people would rather go to the dentist than call customer support.

Ecommerce 82

Ecommerce Customer Service Call Center e-support 82

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 98

Customer Service Contact Center Tips Chatbots 98

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 66

Customer Service Omni-Channel Call Center Retail 66

Storyminers

JULY 6, 2020

We’re honored to be honored for our work alongside so many of our customer service and customer experience colleagues. This is especially true in the customer service industry. Customer Experience (CX) has catapulted into one of the most important aspects of determining business success. Adam Toporek.

Customer Experience 147

Customer Experience Customer Service Social Media Consulting 147

ShepHyken

OCTOBER 8, 2018

Each week I read a number of customer service and customer experience articles from various resources. 10 Examples Of Amazing Customer Service Departments For Customer Service Week by Blake Morgan. Customer Service Inspiration from my Bookshelf by Jeremy Watkin.

Customer Service 84

Customer Service Customer Retention Culture Tips 84

Magellan Solutions

APRIL 11, 2024

million online stores on Shopify , excellent customer service is crucial to standing out. With Shopify telephone support, you can elevate your customer experience and ensure shopper satisfaction, making your store a preferred choice among millions of others. Hey there, fellow Shopify merchants! With over 1.75

e-support 95

e-support Net Promoter Score Training Policies 95

Comm100

OCTOBER 30, 2017

Contact center management is a difficult job. Even as an outsider, if you’ve spent any time at all working alongside a call center or contact center you’ve probably seen the same mistakes being made by management over and over regardless of the company, the market, the product or customer base. How can I fix it?

Contact Center 111

Contact Center Tips Management Call Center 111

Call Center Pros

SEPTEMBER 3, 2018

By increasing means of communication (chat, email, text and social media) First Call Resolution (FCR) have become on the First Contact Resolution. While technology has driven ever-changing customer service practices, customer expectations for service speed and efficiency have changed very little.

Omni-Channel 49

Omni-Channel First Call Resolution Tips Call Center 49

Storyminers

JULY 6, 2020

We’re honored to be honored for our work alongside so many of our customer service and customer experience colleagues. This is especially true in the customer service industry. Customer Experience (CX) has catapulted into one of the most important aspects of determining business success. Adam Toporek.

Customer Experience 130

Customer Experience Customer Service Social Media Consulting 130

Michel Falcon Experience

JANUARY 16, 2020

This company’s leadership team has made a conscious decision that is negatively impacting their customer experience. What they should be doing is allocating a higher labour budget to afford more call center agents to ensure 80% of calls are answered within 20 seconds or less (this is a common call center service level agreement).

Customer Journeys 88

Customer Journeys Strategy Customer Experience How To 88

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

NOVEMBER 8, 2017

You want your live chat customer service experience to be top notch, so it’s no wonder you want the best and the brightest for the job. How can you tell who will treat your customers with kindness and compassion – who will work diligently to provide them with the solutions and the support that they are reaching out for?

Customer Service 105

Customer Service Tips Average Handle Time Communication 105

ShepHyken

JANUARY 29, 2021

They provide some tips and tricks to set your business up for success in the contact center. Daunting as it may appear, keeping your customers happy is an attainable goal — when you put your mind to it. Following best practices and applying hacks has proven fruitful for a lot of contact centers.

Contact Center 90

Contact Center Call Center Knowledge Base System 90

Comm100

OCTOBER 11, 2017

Once you decide to engage in social media customer service, the next step is coming up with an effective strategy for implementing it. 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. Introduction. Download Free.

Social Media 116

Social Media Customer Service Strategies Strategy Customer Service 116

ProProfs Chat

MAY 21, 2020

According to a study by Microsoft, 56% of people around the world have stopped doing business with a company because of poor customer service experience. However, it also indicates that a lot depends on the kind of customer service operators you hire for your business. What is a Customer Service Job?

Customer Service Representative 111

Customer Service Representative Customer Service How To Communication 111

ShepHyken

AUGUST 15, 2016

Each week I read a number of customer service articles from various online resources. Will Chatbots and AI Replace Federal Customer Service Reps? FedTech) Advances in messaging and artificial intelligence technology could replace workers in federal call centers. This is reactive customer service.

Customer Service 48

Customer Service Social Media Chatbots Tips 48

Comm100

JUNE 19, 2018

In this blog post series, we’ll be picking apart some of the keynote speeches shared at the ICMI Expo, and throwing some light on what those insights could mean for your contact center. Use these tips and best practices to make this year’s busy shopping season the most lucrative one yet. Ready to put on your holiday best? Download Now.

Contact Center 101

Contact Center Entertainment eBook Culture 101

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. Businesses can’t focus on reaching their target audience and call it a day. Here are my top five picks from last week.

Customer Service 24

Customer Service Average Handle Time Metrics Social Media 24

Myra Golden

DECEMBER 17, 2015

You know your customer service is not where it needs to be. You know your agents aren’t delivering the level of service your customers expect and deserve. There are 2 reasons why your agents are failing at the customer experience. They aren’t establishing rapport with customers. And this is a big one.

Call Center 40

Call Center Customer Experience Contact Center Meeting 40

Myra Golden

NOVEMBER 27, 2017

Questions are a double-edged sword for customer service professionals. You have to ask questions to get to the root of the problem, log issues, and in general, to help customers. Years ago, when I managed a small call center, I realized that my team had to ask our customers seven questions.

How To 120

How To Call Center Video Training 120

ShepHyken

MARCH 20, 2023

Each week, I read many customer service and customer experience articles from various resources. 8 Best Practices for Creating a Compelling Customer Experience by G. Hult (Harvard Business Review) How can a company best create a compelling customer experience? Losing Customers Due to Lack of Relevance?

Customer Journeys 12

Customer Journeys Customer Service Call Center Contact Center 12

Call Experts

MARCH 3, 2022

Creating a business phone script can support your employees and customers. Learn all of our tips for crafting the perfect script for your needs! And, more than 50% of customers across all age groups typically use the phone to reach out to a service team, making it the most-used channel for customer service.

e-support 52

e-support Contact Center Call Flow Guidelines 52

ShepHyken

MARCH 13, 2023

Each week, I read many customer service and customer experience articles from various resources. Makeup That Breakup: 6 Tips For Wooing Back Lost Retail Customers by Wise Marketer Staff (The Wise Marketer) Bad first impressions don’t just happen on dates. That’s where the contact center comes in.

Customer Service 12

Customer Service Contact Center Retail Omni-Channel 12