Vonage

JULY 29, 2015

Building a culture of customer service excellence is key to building and sustaining a company’s livelihood in almost any industry. Here’s why: The number of interactions between customers and employees is nearly infinite, and the chances to get things wrong or right are nearly innumerable. How to get started today.

Culture 120

Culture Customer Service How To Social Media 120

Stella Connect

JULY 17, 2017

Three years ago, Lane Bryant’s contact center was something it “hid somewhere in a financial spreadsheet.” Like so many other brands’ customer service operations, it was simply a cost of doing business. Fielding contacts (some 850,000 per year) left agents weary. We knew we could be a lot more.

Contact Center 45

Contact Center Sales Metrics Apparel 45

Myra Golden

APRIL 11, 2023

A whopping one-third of contact centers have laid off employees in the last 12 months, reducing their headcount by about 33%. Despite fewer resources and fewer employees, contact centers are expected to achieve the same or better results. But how can they achieve this? Learn more about Balto AI’s solutions here.

Strategy 52

Strategy Contact Center Average Handle Time First Call Resolution 52

ShepHyken

AUGUST 19, 2019

(G2 Crowd) Providing great customer service is not a choice or luxury; it’s a standard your customers expect. Well, here are nine “how to not’s” to consider in your customer service strategy. If live chat and chatbots are part of your customer service strategy, read this article.

Customer Service 117

Customer Service Leadership Ecommerce Culture 117

ShepHyken

SEPTEMBER 28, 2020

CX50 2020: Great customer experience starts with company culture by Morag Cuddeford-Jones. MarketingWeek) At our exclusive roundtable featuring members of 2020’s CX50, the consensus was that taking care of employees has helped take care of customers in this time of crisis. Read on to learn about numbers two and three.

Customer Service 75

Customer Service Culture Poor Customer Service Contact Center 75

TechSee

OCTOBER 9, 2018

This penchant for technology has shaped their consumer behavior and preferences, and brands must tailor their customer service strategies to suit Millennials’ attributes. Support the DIY culture: Focus on consumer enablement and empowerment through self-service.

Omni-Channel 359

Omni-Channel Self Service Customer Service Virtual Agent 359

Think Customers

MARCH 30, 2021

The growing remote work culture has business leaders looking for the best talent not only in their locality but across continents. Onshoring is when an organization outsources services and functions from within its own country. Look for a partner that aligns with your company culture, social values, and collaborative process.

Contact Center 52

Contact Center Sports Culture Sales 52

ShepHyken

MARCH 18, 2019

Each week I read a number of customer service and customer experience articles from various resources. 1 0 Tips to Build a Customer Centric Work Culture by Vandita Grover. My Comment: Consistent accolades about a company’s customer service and experience don’t happen by accident.

Net Promoter Score 86

Net Promoter Score Customer Service Omni-Channel Customer Centricity 86

Think Customers

MAY 19, 2020

A forward-thinking strategy is the best solution for overcoming uncertainty. For CX-leaders in the contact center space to overcome the fallout from COVID-19, the digital, remote, and perseverance strategies that carried them through the crisis in the first place may be their best move. Take the lead with digital.

Self Service 52

Self Service Company Contact Center Chatbots 52

Kustomer

APRIL 13, 2022

This can complicate the customer support process, but it also has its advantages, allowing you to seek customer feedback. . There are also many valuable tools at your disposal that you can use to build a strong customer service strategy. Focus on Your Team’s Customer Service Skills.

Self Service 94

Self Service Customer Service Chatbots Omni-Channel 94

ViiBE Blog

AUGUST 25, 2021

Impressing customers should be your customer service team’s priority and a key focus point in the company’s culture. Last but not least, you should ensure that your customers can easily access your customer service team at any time, and that such help is available in various forms, through various platforms.

Customer Satisfaction 98

Customer Satisfaction Measurement Net Promoter Score Effort Score 98

ShepHyken

APRIL 28, 2017

This makes it easy for an agent to form a connection with a customer and treat them like the individual they are. The right contact center technology for a SCV. By and large, the only way to ensure the personal connection customers demand is to tap into all the data that’s being generated every time they contact you.

Customer Service 90

Customer Service Contact Center Self Service Call Center Solutions 90

transcosmos Information Systems

OCTOBER 22, 2015

Help Scout built a business around providing tools to improve customer service. They provide content that are focused on startups and businesses, with themes like customer experience, employee empowerment and company culture. Customer Think. Think Customers. Heart of the Customer. People Metrics.

Omni-Channel 48

Omni-Channel Customer Service Self Service Contact Center 48

transcosmos Information Systems

OCTOBER 22, 2015

Help Scout built a business around providing tools to improve customer service. They provide content that are focused on startups and businesses, with themes like customer experience, employee empowerment and company culture. Customer Think. Think Customers. Heart of the Customer. People Metrics.

Omni-Channel 48

Omni-Channel Customer Service Self Service Contact Center 48

Storyminers

JULY 6, 2020

You won’t find Hilary on too many “Customer Service Thought Leaders” lists, but she has one of the most extensive articles on customer service you’ll find on the internet. Jeff Toister is an author, consultant, and trainer who helps companies get their employees obsessed with customer service. Jeremy Watkin.

Customer Experience 147

Customer Experience Customer Service Social Media Consulting 147

Storyminers

JULY 6, 2020

You won’t find Hilary on too many “Customer Service Thought Leaders” lists, but she has one of the most extensive articles on customer service you’ll find on the internet. Jeff Toister is an author, consultant, and trainer who helps companies get their employees obsessed with customer service. Jeremy Watkin.

Customer Experience 130

Customer Experience Customer Service Social Media Consulting 130

Talkdesk

AUGUST 4, 2016

On the consumer end, there has been some backlash in cases where call center agents are not able to adequately understand their inquiries due to cultural or linguistic misunderstandings. As the customer-company relationship has changed, businesses have had to adapt (and in many cases develop) customer service strategies.

Call Center 40

Call Center Omni-Channel Self Service Chatbots 40

Comm100

FEBRUARY 16, 2018

Customer advocates and thought leaders agree: providing a friction-less experience for customers is moving from novelty to mandatory. That is why reducing customer effort was voted the number one priority for contact centers in 2018. Recommended for you: Is Your Contact Center Ready for the New Year?

Customer Service 102

Customer Service Social Media Chatbots Knowledge Base 102

Call Center Pros

AUGUST 27, 2018

Customer Loyalty is a comprehensive resource for business people who are looking to improve customer service and satisfaction. The Amazement Revolution: Seven Customer Service Strategies to Create an Amazing Customer (and Employee) Experience by Shep Hyken. What’s the Secret? DiJulius III.

Customer Service 40

Customer Service Call Center Loyalty Customer Service Strategies 40

Brad Cleveland Blog

MAY 26, 2022

When developing an effective customer service strategy, you will need to include how to build the right skills, knowledge, and leaders. I’ve found in many cases those working on strategy will either under or overestimate the level of effort required by the people step.

Customer Service Strategies 26

Customer Service Strategies Strategy Customer Service How To 26

Brad Cleveland Blog

MAY 26, 2022

When developing an effective customer service strategy, you will need to include how to build the right skills, knowledge, and leaders.

Customer Service Strategies 26

Customer Service Strategies Strategy Customer Service How To 26

Comm100

JANUARY 14, 2016

In order to stay on top as an industry-leader, it is more important than ever that businesses recognize upcoming consumer service trends, and understand how to update their customer service strategies accordingly. In fact, customers will demand it.

Omni-Channel 0

Omni-Channel Trends Self Service Customer Service 0

Comm100

FEBRUARY 5, 2018

This put power into the hands of the consumer, and lead businesses to focus in on the customer experience. The beauty of virtual spaces is not only the establishment of a different, more customer-centric corporate culture: customers’ footprints are now easier than ever to map and transform into revenue.

Social Media 123

Social Media CRM Self Service Software 123

Natalie Petouhof

MAY 27, 2016

ROI of Social Customer Service- Upcoming. • The Customer Service Playbook for Integration of Traditional, Digital, Social and Mobile Customer Service Strategies and Technologies-Upcoming. Mobile Customer Service-Upcoming. **.

Omni-Channel 40

Omni-Channel Social Media e-support ROI 40

Think Customers

MAY 12, 2015

Because customer care is multidimensional, organizational leaders also need to evaluate their customer care processes, the technologies they have in place, the criteria used to recruit and train agents, the culture of the customer care organization, and, ultimately, the experiences that customers are receiving.

Customer Care 40

Customer Care Culture Training Customers 40