Myra Golden

APRIL 6, 2023

Breaking bad news is one of the most challenging aspects of customer service. It’s always challenging to tell a customer that their product is out of stock, their order is delayed, or their service is canceled. For many people, their interactions with customer service are the only points of contact they have with a company.

Contact Center 52

Contact Center Customer Service Representative Tips Training 52

Amplifai Coaching Category

JANUARY 12, 2021

Call Center Coaching Effectiveness has long been a challenge for both BPO/Outsourcers and direct contact centers alike - here are the top 10 causes we repeatedly see contributing to stagnant customer experience, waning employee morale, and disappointing performance improvements.

Call Center 59

Call Center Contact Center Customer Experience Customers 59

Experience Investigators by 360Connext

AUGUST 23, 2018

We toss the word empathy around these days, especially in customer experience circles. And while most of us agree it’s vital to have and show empathy with customers, many rarely go beyond that in really capturing the touchpoints to understand emotions. Many maps highlight the big ways of delight and disappointment.

Customer Journeys 110

Customer Journeys Touchpoint Loyalty Programs Contact Center 110

BlueOcean

APRIL 15, 2019

The trend of personalized customer experience has since transformed almost every industry as we know it. From the retail experience to social media connections to issue resolution via the contact center, customers want their individual needs known and reflected in the interactions, services, and products they pay for.

Customer Care 189

Customer Care Social Media Contact Center Poor Customer Service 189

NICE inContact

OCTOBER 17, 2017

Have you ever excitedly anticipated a birthday present, and been slightly disappointed when you got it? I’ve experienced this in the contact center, but in the role of the “gifter.” I’ve experienced this in the contact center, but in the role of the “gifter.”

Customer Experience 138

Customer Experience Contact Center Study Loyalty 138

Playvox

APRIL 5, 2022

Most companies aspire to excellence in customer experience (CX). But without getting contact center performance right, all other CX elements – such as marketing, user experience, etc. How do you build a high performance contact center? After all, the employee experience drives the customer experience.

Contact Center 77

Contact Center Net Promoter Score Effort Score Metrics 77

Seaton CX

JANUARY 4, 2024

Although the data don’t specify which departments got the ax, my experience in B2B software tells me these companies are gutting customer support. Traditionally, software companies view support as a necessary expense—a cost center that they must bear to correct mistakes. Customers tell their coworkers. Just kidding.

B2B 52

B2B Case Study Airlines Roadmap 52

Beyond Philosophy

OCTOBER 21, 2021

We know from industry research and personal experience that despite all the attention on it, Customer Experience is either stagnating or not getting the results CEO’s desire. Having managed over 3,500 people in contact centers in my previous career, I was sympathetic of organizations at the start of the pandemic.

Chief Customer Officer 78

Chief Customer Officer Contact Center Call Center Net Promoter Score 78

NICE inContact

MARCH 29, 2019

Why should you use an IVR in your contact center? Some core advantages of an IVR in a contact center environment include: . More accurate definition of customer needs and therefore refined routing, which increases customer satisfaction and reduces the need to requeue or transfer calls. Very disappointing.

Interaction 136

Interaction Telecommunications Contact Center Multi-Channel 136

Innovative CX

APRIL 1, 2024

New technologies like AI and CHATGPT combined with established ones like, CRM, IVR, WFM, CHAT, and TEXT among many others, help manage contact centers and create better customer experiences. At least, that’s what we hope technology will do for us and our customers. What customer expectations have been identified?

Technology 52

Technology Contact Center Strategy System 52

Playvox

APRIL 4, 2023

Every workplace has its pros and cons, but contact center agents have one of the toughest jobs out there. They’re protecting and building your company’s brand — no matter what they have to deal with from customers. Burnout Burnout is at the heart of poor emotional well-being in a contact center.

Contact Center 78

Contact Center Average Handle Time Study Feedback 78

NICE inContact

OCTOBER 17, 2017

Have you ever excitedly anticipated a birthday present, and been slightly disappointed when you got it? I’ve experienced this in the contact center, but in the role of the “gifter.” I’ve experienced this in the contact center, but in the role of the “gifter.”

Customer Experience 120

Customer Experience Contact Center Study Loyalty 120

Playvox

APRIL 19, 2022

Last week was the Channel Partners Conference and Expo (CPC) in Las Vegas and the 25th anniversary of this event did not disappoint. During these talks, three key topics seemed to be on the minds of those in the contact center industry. This shift drove explosive growth in the number of contact center agents needed by companies.

Conference 68

Conference Contact Center Innovation Consulting 68

delighted

JULY 27, 2021

To support you in making your product experience a cornerstone of your brand along with your customer and employee experience, we’re thrilled to announce the newest survey template to our lineup: Product/Market Fit (PMF) surveys. Customers answer on a 3-point negative scale. Why Delighted PMF surveys are so powerful.

Survey 98

Survey Marketing Effort Score Roadmap 98

SurveySensum

DECEMBER 25, 2023

But as I began using it, disappointment hit hard. The initial thrill turned into disappointment with every glitch. The customer service center had a really complex return procedure. It’s clear that these surveys need to change to match how customers feel in that moment. I mean, think about it.

Retail 52

Retail Survey NPS Effort Score 52

Blake Morgan

OCTOBER 20, 2022

Employee experience is the basis of customer experience and leads to strong revenue growth. Employees are valuable customers and are giving themselves a voice to show their frustrations. My contact with crew scheduling is timely and my issues are resolved. Employees Are Valuable Customers. I feel supported by management.

NPS 98

NPS Airlines Management Employee Experience 98

UJET

DECEMBER 2, 2020

This means that companies are disappointing millions of customers and losing out on the opportunity to automate an increasing percentage of the inquiries they receive. To learn more about the viability of IVAs and limits of zero-footprint contact centers, please see DMG’s white paper, Will Robots Make Live Agents Obsolete?

Omni-Channel 72

Omni-Channel Contact Center Self Service Virtual Agent 72

Wired and Dangerous

JUNE 4, 2018

There is a great deal of conversation currently on the customer journey. We read and hear a great deal about friction-less, fast and easy journeys for the customer. There is absolutely no doubt if you look at current research that these are very important elements to consider in designing the customer journey.

Touchpoint 102

Touchpoint Customer Journeys Social Media Retail 102

PeopleMetrics

SEPTEMBER 12, 2019

in person, digital) you have with your customers is key to delivering a memorable customer experience. There are five channels that we see often at PeopleMetrics: websites, mobile app, contact center, in location, and field services (in the home): Websites: refers to customers visiting websites to gather information about a company.

Touchpoint 91

Touchpoint Feedback CEM Customer Experience 91

Beyond Philosophy

DECEMBER 28, 2023

We hosted the Global Customer Service Experience Director of Alvarez & Marsal Alex Mead ( alexmead@sky.com ) recently to talk about it, and I wanted to share what we discussed here with all of you, too. Mead says that he believes AI will reduce customer effort in experiences. He predicts that customers can ask, “Hey!

Self Service 89

Self Service Airlines Conference Call Center 89

Vonage

AUGUST 11, 2015

Businesses can pour money into elaborate advertising campaigns, but poor customer service can undo all that hard work instantly. Excellent customer service can be as good (and often better) for your brand than a well-orchestrated PR campaign: get your customers to do the talking for you! Plus, bad news travels fast.

Customer Service 120

Customer Service Contact Center Social Media Multi-Channel 120

Calabrio

MAY 25, 2016

Chatbots are equipped to answer basic questions from customers, accept orders, and provide general customer assistance. The theory is that companies can better serve their customers using bots because they will be readily available when needed. In fact, 51.7% In fact, 51.7%

Chatbots 124

Chatbots Omni-Channel Contact Center Conference 124

BlueOcean

FEBRUARY 8, 2017

We already know most people hate calling tech support and even in basic customer service scenarios, consumers prefer to use self-serve options over contacting a customer service agent directly. That makes us curious: can you train contact center agents in empathy? It must go deeper.

Contact Center 120

Contact Center Training Call Flow Interaction 120

Call Experts

MAY 6, 2021

Real estate agents and property managers, if your business takes too long to react to requests and return messages, your renters, buyers, and owners can get disappointed. And from there, you will become the company that has poor customer service and doesn’t care about your clients. Contact us for help now. We got you! .

Contact Center 52

Contact Center Call Center Management Poor Customer Service 52

CSM Magazine

JUNE 19, 2022

We all know we need to strive for positive customer experiences and do everything we can to avoid negative customer experiences. What many CX leaders fail to consider, however, is the relationship between your customer experience and your bottom line. What is a “Bad” Customer Experience? Failing to listen to customers.

Self Service 98

Self Service Social Media Effort Score First Call Resolution 98

Customers That Stick

NOVEMBER 13, 2014

I am a Customer Experience and Contact Center Manager with over 15 years of contact center experience. My years in contact center leadership have provided me a solid understanding of the call center environment. Customer Service > Customer Experience. Meet Sean Hawkins!

Customer Experience 137

Customer Experience Self Service Contact Center Sports 137

TechSee

AUGUST 19, 2019

For contact centers, key AI applications include workflow automation and agent decision support. It was initially conceived as a text-based version of Siri or Alexa that would assist users with scheduling appointments and dealing with customer service departments. Here are four mistakes to avoid when embarking upon an AI POC.

Customer Service 111

Customer Service Self Service Chatbots Contact Center 111

UJET

DECEMBER 2, 2020

This means that companies are disappointing millions of customers and losing out on the opportunity to automate an increasing percentage of the inquiries they receive. To learn more about the viability of IVAs and limits of zero-footprint contact centers, please see DMG’s white paper, Will Robots Make Live Agents Obsolete?

Omni-Channel 56

Omni-Channel Contact Center Self Service Virtual Agent 56

Beyond Philosophy

JULY 14, 2022

Many of you know I also have a podcast called “ The Intuitive Customer. ” We had a 5-star review titled “Delightfully Humorous and Informative” that I thought I would share: “The dynamic between the two hosts absolutely makes the podcast. Here our disappointed expectation makes us laugh.” There you have it.

How To 165

How To Examples Comparison Course 165

TechSee

MARCH 13, 2018

The customer service industry, in particular, pinned high hopes on AI, expecting that upon its introduction to the market, smart machines would truly transform the customer experience. However, while AI has not yet become the answer to all our customer service challenges, the technology is moving forward at a rapid pace.

Customer Service 95

Customer Service Chatbots Virtual Agent How To 95

BlueOcean

JANUARY 10, 2017

It may seem outrageous to those in the customer service business, but the answer is most definitely “no.” Nowhere in the call center industry is this more evident than in insurance claims support scenarios. In fact, with lengthy and complex policies in play – the customer is often “wrong” about the details of their coverage.

Insurance 120

Insurance Policies Contact Center Travel 120

Call Experts

NOVEMBER 17, 2022

Investing in a holiday customer service plan is essential to growing your business. 52% of consumers say they have made an additional purchase from a company after a positive customer service experience. Keep reading to learn more and to get our 4 tips for a successful holiday customer service strategy.

Customer Service 98

Customer Service Customer Service Strategies Tips Retail 98

NobelBiz

JULY 31, 2023

In today’s rapidly-evolving business landscape, call queuing stands as a paramount component for efficient customer communications. This advanced mechanism not only ensures customers are catered to promptly but also streamlines business operations. What is Call Queuing?

Communication 52

Communication Call Center Wait Times Contact Center Software 52

Horizon CX

OCTOBER 2, 2023

The Frontline Experience Gap – Competence, Supervision, and Data by Scott Gilbey “I help identify customer and employee experience gaps that adversely impact the frontline. Customers wait. A customer has purchased $4,500 of lumber and doors, three carts full and all is paid for. It’s 8:13 p.m. on a Friday.

Net Promoter Score 130

Net Promoter Score Survey System Retail 130

Press 1 For Nick

SEPTEMBER 13, 2020

For others, digital is how a company connects with customers and the available capabilities on any given device. From sales to marketing to customer service, Digital Transformation integrates across all areas of a company. Every company wants to go digital. But, what does that really mean? Take a moment and consider an old tale.

Omni-Channel 52

Omni-Channel Contact Center Leadership System 52

NICE inContact

JUNE 14, 2016

Apparently their social media was as backed up as their contact center. But, what did happen was both brilliant and disappointing. I was astonished that they were able to steal customers in such a public fashion, and that the airline I’ve been loyal to didn’t care to fight back to keep me or to even resolve my issue.

Social Media 120

Social Media Customer Service Airlines Contact Center 120

ShepHyken

MAY 15, 2020

He shares his experiences with different companies that broke his trust as a customer, as well as ways for companies to repair customer trust. In this article, I’ll share these experiences and then offer some tips to restore customer trust. Trust is foundational to relationships with people — and with companies.

Sports 135

Sports Contact Center Social Media Report 135