Myra Golden

JUNE 2, 2016

Find out how to strategically create calm with aggressive customers. Examine the communication chain and learn how it gives you the edge in communicating in conflict situations. Learn why you should see your difficult customer as a “partner” and not an opponent. How to Handle Difficult Customers Using Verbal Aikido.

Contact Center 40

Contact Center Training Customer Service Training How To 40

Myra Golden

JUNE 2, 2016

Find out how to strategically create calm with aggressive customers. Examine the communication chain and learn how it gives you the edge in communicating in conflict situations. Learn why you should see your difficult customer as a “partner” and not an opponent. How to Handle Difficult Customers Using Verbal Aikido.

Contact Center 40

Contact Center Training Customer Service Training How To 40

ShepHyken

NOVEMBER 6, 2023

My Comment: The “mental load” referred to in this article is about frustration, anxiety, and fatigue over a customer service/support experience. Consider this finding cited in the article: “48% of consumers become angry while communicating with customer service.” Connect with Shep on LinkedIn.

Self Service 66

Self Service Customer Service Contact Center Loyalty 66

Lumoa

NOVEMBER 17, 2022

Artificial Intelligence (AI) is a fantastic way to reduce costs and optimize customer support without diminishing customer experience. Customer service agents can use their time more wisely while AI answers common customer questions. . CX trends to implement in 2023: Additional online customer support.

e-support 208

e-support Customer Experience Social Media Chatbots 208

ShepHyken

MAY 25, 2020

How Contact Centers are Responding to the COVID-19 Crisis by Jason Sterns. My Comment: Contact centers need to understand their way of doing business has changed – in some cases dramatically – in the past two months. I was talking with an executive who runs 62 contact centers with 60,000 agents.

Customer Service 61

Customer Service Contact Center ROI Customer Retention 61

CSM Magazine

MARCH 31, 2022

Voice is the fastest form of human communication and has long been the backbone of the customer service industry. In this article, we will discuss the basics of voicebot technology and how it is changing the customer service industry. How are Voicebots being used in the Contact Center?

Industry 52

Industry Customer Service Contact Center Chatbots 52

Kustomer

SEPTEMBER 4, 2023

Truly successful contact center agents require more guidance than just initial onboarding and training. If managers can learn how to train well from the beginning and eventually shift to customer service coaching, then anxiously micromanaging employees can become a failed tactic of the past.

Customer Service 98

Customer Service Training Exercises Feedback 98

Blake Morgan

JANUARY 20, 2022

These 30 top blogs cover a wide variety of CX-related topics, from creating a customer-centric culture to refining the contact center or delivering personalized experiences. Bill is a speaker, author and blogger who focuses on customer service for front-line employees and customer-centric leadership for managers.

Case Study 96

Case Study Customer Journeys Competitive Advantage Customer Centricity 96

Stella Connect

JANUARY 4, 2022

Customer service coaching refers to the practice of ongoing communication between the agent and their manager to hone in on how to improve on specific skills, achieve specific goals, and develop their craft so they can handle even the most difficult customer interactions. I]f you care about customer experience.

Customer Service Training 97

Customer Service Training Training Tips Customer Service 97

ShepHyken

MARCH 5, 2018

The Secret Lives Of Contact Center Agents by Sally Mellinger. Sharpen) Tucked away in a hidden corner of the internet, exists a forum that exposes what it’s really like to be a contact center agent. My Comment: Want to know some sure-fire ways to create a successful customer loyalty program?

Customer Service 81

Customer Service Loyalty Programs Contact Center Chatbots 81

ShepHyken

JULY 12, 2021

(Sharpen) Microsoft says 90% of Americans use good customer service as a factor when deciding whether to do business with a company. Why would customers stay loyal to brands that are slow or can’t offer help? My Comment: When it comes to customer support and contact centers, the people at Sharpen CX are pretty sharp.

Customer Service 125

Customer Service Self Service Retail Entertainment 125

ShepHyken

AUGUST 16, 2021

How to Scale Customer Success Without Losing the Human Touch by Tyler Holmes. Built In Austin) Companies that scale too quickly are prone to losing one-to-one customer communication. As a result, prized customers feel lost or ignored when they most need help using a product or measuring success.

Customer Service 89

Customer Service Social Media Tips Multi-Channel 89

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

ShepHyken

JULY 17, 2023

In this article, the author asked Bing AI four questions, such as, “How should my contact center agents handle a conversation when the person’s been on hold for more than 10 minutes?” Shep Hyken is a customer service/CX expert, award-winning keynote speaker, and New York Times bestselling author.

Customer Service 62

Customer Service Chatbots Retail Customer Satisfaction 62

ShepHyken

MARCH 18, 2019

Improving NPS for a Better Customer Experience by Kathy Doering. CustomerThink) Quality Assurance in the contact center is being used to improve NPS (Net Promoter Score) and overall customer experience. CX in 2019: Top Customer Experience Trends to Keep on Your Radar by Gavin James. Follow on Twitter: @Hyken.

Net Promoter Score 86

Net Promoter Score Customer Service Omni-Channel Customer Centricity 86

ViiBE Blog

APRIL 8, 2021

The call center experience is the overall interaction between the customer and the call center. This experience is affected by several factors, including processes, training, and technology. A call center must center an agent around the customer using communication skills, empathy, and problem-solving.

Call Center Experience 52

Call Center Experience Call Center Average Handle Time Virtual Call Center 52

ShepHyken

MARCH 21, 2022

My Comment: Another great list, and this time the Five C’s of customer service which includes Care, Competency, Culture, Consistency, and Communication. Customer Experience in the Age of AI by David C. Shep Hyken is a customer service expert, professional speaker and New York Times bestselling business author.

Omni-Channel 67

Omni-Channel Customer Service Self Service Retail 67

Vonage

OCTOBER 22, 2015

In terms of strategy, he highlights the importance of: Access – and, in particular, placing a message in front of the customer at exactly the point when they’re most likely to experience a problem, and encouraging them to get in touch. Find out how our gamification system, Motivate for Service , could help to keep your team motivated.

Technology 120

Technology Customer Service Gamification Wireless 120

ShepHyken

DECEMBER 12, 2016

We Asked, Zappos Answered: Tracking Contact Center Metrics, Omni-Channel & Chatbots by Sharpen. Sharpen) We went one-on-one with Zappos to get a sneak peek into the contact center famous for their customer service. For information contact or www.hyken.com. Follow on Twitter: @Hyken.

Omni-Channel 48

Omni-Channel Social Media Customer Service Contact Center 48

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.

Contact Center 113

Contact Center Tips Management Call Center 113

Comm100

MAY 10, 2018

By embracing complaints as feedback, businesses like Apple can begin to identify and rethink outdated policies that negatively impact the customer experience. Customer complaints can also reveal breaks in communication between a corporation and its customers. Source: Twitter.

Customers 206

Customers eBook Policies Customer Service Training 206

Stella Connect

APRIL 17, 2018

If you’re in a call center performance management role, you’ve probably invested a lot of time and energy in your customer service training and coaching programs. You’re determined to build a team of brand experts who can connect with customers, resolve issues, and drive sales with ease. Don’t lecture; listen.

Customer Service Training 62

Customer Service Training Training Tips Customer Service 62

Stella Connect

JANUARY 28, 2022

Customer interactions with employees are one of the top factors that impact CSAT scores , which is why an important component of providing excellent customer service is treating the customer with care and empathy. . 2: Reduce customer effort and response times. Embodying your brand’s voice and values.

Tips 52

Tips Customer Service Effort Score Customer Service Training 52

Stella Connect

SEPTEMBER 16, 2021

That’s why creating an effective agent performance scorecard designed to evaluate and uncover opportunities to improve customer service agent performance is an important part of any quality assurance program and customer service training program. Define any customer service terms referenced within your card.

Tips 52

Tips Effort Score Customer Service Training Guidelines 52

Call Experts

MARCH 3, 2022

A business phone script is a document that helps guide staff and contact center professionals in handling calls from your business phone number. A phone script provides your organization with a written, detailed guide that outlines what to say to the customer, when to say it, and how the conversation will flow.

e-support 52

e-support Contact Center Call Flow Guidelines 52

Stella Connect

NOVEMBER 29, 2021

What matters the most when contacting customer service? #1: 2: Agent knowledge about products and services. #3: 4: Personalized communication and resolution. #5: 5: Agent tone and communication style. Brands that leverage real-time VoC data can improve the customer experience by: Driving product innovations.

Meeting 84

Meeting First Call Resolution Poor Customer Service Effort Score 84

Stella Connect

APRIL 17, 2018

If you’re in a contact center performance management role, you’ve probably invested a lot of time and energy in your customer service training and customer service coaching programs. To help you get started, we’ve compiled a list of 29 customer service training and coaching tips.

Customer Service Training 40

Customer Service Training Training Tips Customer Service 40

ShepHyken

FEBRUARY 7, 2022

He is able to communicate, with amazing clarity, on how to use NPS the right way. What Does the Contact Center of 2030 Look Like? Balto) Balto CEO and founder Marc Bernstein ends every episode of Reimagining the Contact Center with the same question for his guest: “What does the contact center of 2030 look like?”

Net Promoter Score 14

Net Promoter Score Customer Service Contact Center NPS 14

Myra Golden

JUNE 1, 2015

When it comes to problems customer experience, what upsets customers is usually how the company responds to the problem – not the problem itself. Handling a Problem That’s the Customer’s Fault. How a Tweet Got My Internet Back Up-Cox Communications Saves the Day . How to Lose a Customer Over 8 Dimes .

Training 40

Training Video Customer Service Customer Service Training 40

ShepHyken

JULY 11, 2022

3 Ways to Create a Better Customer Experience That Increases Conversions by Joel Comm. Magazine) As the global marketplace shrinks and communication channels continue to evolve, competition is heating up. They also need to win them over — a process that starts and ends with a good customer experience (CX).

Customer Service 24

Customer Service Average Handle Time Metrics Social Media 24

Myra Golden

SEPTEMBER 13, 2016

A corporate trainer in one of my client organizations is gung-ho on the Zappos culture and she is convinced that what her contact center needs is agents trained to make small talk with customers and empowerment so agents can consistently deliver wow experiences – “Just like Zappos does,” she says.

Culture 56

Culture Hotels Training Contact Center 56

Stella Connect

JUNE 25, 2018

First Call Resolution (FCR) is the most important metric your contact center can measure. It captures the efficiency of your team, tells you how well you’re serving customers, and highlights what needs work. When it’s high, operating costs are minimized and customers are happier. Equip Your Customer Service Team.

First Call Resolution 40

First Call Resolution Tips Effort Score Contact Center 40

Stella Connect

JUNE 25, 2018

First Call Resolution (FCR) is the most important metric your contact center can measure. It captures the efficiency of your team, tells you how well you’re serving customers, and highlights what needs work. When it’s high, operating costs are minimized and customers are happier. Equip Your Customer Service Team.

First Call Resolution 40

First Call Resolution Tips Effort Score Contact Center 40

ShepHyken

FEBRUARY 24, 2017

Whether it’s negative news of a natural disaster, a C-level scandal, a product recall, or a workplace tragedy, or a positive event like a product innovation, an upbeat earnings report, or an IPO, your contact center must be prepared for when there are dramatic increases in interactions across all communication channels.

Contact Center 84

Contact Center Social Media Guidelines Training 84

Myra Golden

AUGUST 4, 2016

Understand why ignoring the customer’s expression of anger is the WRONG thing to do– find out why you MUST assertively acknowledge your customer’s anger. Find out how to strategically create calm with aggressive customers. Learn why you should see your difficult customer as a “partner” and not an opponent.

Training 58

Training Insurance Contact Center How To 58

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? There’s plenty of good information here, including why call center agents are burning out and what companies are doing to prevent it.

Customer Journeys 12

Customer Journeys Customer Service Call Center Contact Center 12

Myra Golden

SEPTEMBER 13, 2016

A corporate trainer in one of my client organizations is gung-ho on the Zappos culture and she is convinced that what her contact center needs is agents trained to make small talk with customers and empowerment so agents can consistently deliver wow experiences – “Just like Zappos does,” she says.

Culture 40

Culture Hotels Training Contact Center 40