ShepHyken

MARCH 18, 2020

On the contrary, the support call should go so well that you train your customers to want to call you when they have a problem—because they know they can count on you. It doesn’t matter whether your customer reaches out to a traditional contact center or to anyone else in the company. Follow on Twitter: @Hyken.

First Call Resolution 102

First Call Resolution Customer Service Training Customer Service Representative Contact Center 102

ShepHyken

MAY 24, 2021

There are many ways to let customers know you appreciate them, and this article covers most of them, along with some expert opinions from other successful business people. Blue Ocean Contact Centers) Discover the three principles of brand loyalty after COVID-19 shifted our buying behaviors (and one interesting exception to the rule.).

Customer Service 154

Customer Service Customer Retention Loyalty Retail 154

ShepHyken

JULY 26, 2021

I enjoyed this article, which features eight strategies that get your customers to come back. Five Contact Center Innovations That Are Reshaping Customer Service by Kendal Rodgers. Shep Hyken is a customer service expert, professional speaker, and New York Times bestselling business author.

Customer Service 103

Customer Service Contact Center Customer Retention Poor Customer Service 103

ShepHyken

APRIL 5, 2021

12 Customer Experience Stats Show Why Resolving Channel Silos Is Crucial Today by Medallia. My Comment: This final article for this week’s list is a bit technical, but if you are in the customer support and contact center world, it is an essential read. Start listening today! Follow on Twitter: @Hyken.

Customer Service 123

Customer Service Self Service Contact Center Tips 123

ShepHyken

MARCH 18, 2020

On the contrary, the support call should go so well that you train your customers to want to call you when they have a problem—because they know they can count on you. It doesn’t matter whether your customer reaches out to a traditional contact center or to anyone else in the company. Follow on Twitter: @Hyken.

First Call Resolution 71

First Call Resolution Customer Service Training Customer Service Representative Contact Center 71

ShepHyken

JULY 12, 2021

My Comment: When it comes to customer support and contact centers, the people at Sharpen CX are pretty sharp. Create a good coaching and training program. Invest in a “formal” way to support your agents (and other employees), which yields greater productivity and stronger customer engagement. Pun intended!)

Customer Service 126

Customer Service Self Service Retail Entertainment 126

ShepHyken

JANUARY 31, 2022

State of the Contact Center 2022 by Fonolo. This is an essential resource for contact center leaders looking to make data-driven decisions for their operations this year. Shep Hyken is a customer service expert, professional speaker, and New York Times bestselling business author. Thank you, Engati!

Customer Service 64

Customer Service Contact Center Trends Loyalty 64

ShepHyken

JANUARY 6, 2020

8 CX Design & Strategy Trends You Need To Know: Looking Back On The 2019 Contact Center by Matt Wujciak. This excellent article from the good people at CCW, who put on several amazing conferences for the customer support world cover eight strategies in the contact center. The concept of ROX is a new one.

Customer Service 104

Customer Service Contact Center Customer Journeys Employee Experience 104

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

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

ShepHyken

AUGUST 24, 2020

Remember, what’s happening on the inside of an organization is felt on the outside by their customers. Top Eleven CX Contact Center Influencers You Need to Follow by Anna Tsymbalist. My Comment: I’m honored to be recognized as one of the top customer experience contact center influencers.

Customer Service 84

Customer Service Contact Center Tips Chatbots 84

ShepHyken

JANUARY 7, 2019

(SearchCRM) Once hiring managers find the right people for the job, contact center agents need both proper training and office tools to be successful in their roles. My Comment: Here are three tips for customer service agents, but they can also be applied to just about anyone who interacts with customers, as well as employees.

Customer Service 100

Customer Service Contact Center Tips Chatbots 100

ShepHyken

SEPTEMBER 24, 2018

Customer Service: Where We Are and Where We Are Going by Fara Haron. CustomerThink) To provide some insight on what’s happening behind the customer inquiry scenes, let’s take a look at the evolution of the contact center. My Comment: What does the future of customer service look like?

Customer Service 87

Customer Service Contact Center B2B Guest Experience 87

ShepHyken

AUGUST 16, 2021

(Sharpen) When businesses focus on improving their customer experience and service strategy, they can see up to an 80% increase in revenue. My Comment: Let’s jump over to the contact center world with a great article from our friends at Sharpen. This isn’t just information. Follow on Twitter: @Hyken.

Customer Service 90

Customer Service Social Media Tips Multi-Channel 90

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. Shep Hyken is a customer service expert, professional speaker and New York Times bestselling business author.

Customer Service 81

Customer Service Loyalty Programs Contact Center Chatbots 81

ShepHyken

JULY 4, 2022

7 Top AI Trends in Customer Service by Zendesk. EnterpriseAI) Ever-evolving technology is constantly changing how customer service is done. From call centers to contact centers, businesses are looking for ways to automate manual tasks and take care of their customers better.

Customer Journeys 70

Customer Journeys Customer Service Loyalty Programs Loyalty 70

ShepHyken

SEPTEMBER 14, 2020

In our training programs, we talk about the concept as it relates to adapting to your customer’s behavioral style and personality. Call Centers Are Out Experience Centers Are In by NobelBiz. Take a quick read through this short ebook and start thinking in terms of experience versus customer support.

Customer Service 85

Customer Service Net Promoter Score eBook B2B 85

ShepHyken

DECEMBER 20, 2021

A good customer support experience drives loyalty. (We A cause or social issue contributes to the customer experience, especially with Gen Z. Proactive customer engagement from the contact center will turn reactive customer support agents into brand ambassadors. Customer Experience by Tyler Gallagher.

Customer Service 70

Customer Service Hospitality Contact Center Loyalty 70

ShepHyken

AUGUST 19, 2019

Creating Company Culture to Strengthen Customer Service Agent Support by Cassandra Vincent. Nevadas) There are ways to strengthen customer service agent support resulting in quality work and reducing churn. With excessive turnover in contact centers impacting metrics, keeping great agents is good ROI.

Customer Service 118

Customer Service Leadership Ecommerce Culture 118

ShepHyken

MARCH 18, 2019

1 0 Tips to Build a Customer Centric Work Culture by Vandita Grover. MarTech Advisor) We list 10 customer experience (CX) tips that will establish customer centricity as the core philosophy of your organization and help create a customer-focused environment across your company. Follow on Twitter: @Hyken.

Net Promoter Score 87

Net Promoter Score Customer Service Omni-Channel Customer Centricity 87

ShepHyken

AUGUST 28, 2017

The Contact Center Playbook for Improving Customer Satisfaction [Whitepaper] by Nicolina Savelli. Fonolo) In this handy playbook, contact center leaders will learn the ins and outs of improving customer satisfaction, otherwise known as CSat. For information contact or www.hyken.com.

Customer Service 79

Customer Service Contact Center Ecommerce Loyalty Programs 79

ShepHyken

SEPTEMBER 28, 2020

What are CX leaders now focused on? Three main areas that include investing and/or using the right technology, having competent people, and building out the customer-focused culture. Level-up Your Customer Service With These 4 Dynamite Strategies by Tom Sagi. Read on to learn about numbers two and three.

Customer Service 75

Customer Service Culture Poor Customer Service Contact Center 75

ShepHyken

NOVEMBER 23, 2020

Each week I read a number of customer service and customer experience articles from various resources. 4 Things Your Contact Center Can Learn Now From Chewy on How To Improve Your Customer Experience While Still Keeping Your Agents Happy and Productive by Veronica Krieg. Follow on Twitter: @Hyken.

Customer Service 84

Customer Service Net Promoter Score Airlines Contact Center 84

ShepHyken

MAY 4, 2020

How To Flatten The Contact Center Curve, According To The Experts by Johnny Rosa. Contact centers must adapt and industry experts agree on what they absolutely have to do flatten the contact center curve. My Comment: The contact/support center was hit hard throughout the crisis.

Customer Service 96

Customer Service Contact Center Retail B2C 96

ShepHyken

JANUARY 8, 2018

How Best to Empower Today’s Contact Center Agents by Don Berryman. (No No Jitter) Optimizing the contact center requires a mix of properly skilled agents plus smart technology choices. Shep Hyken is a customer service expert, professional speaker and New York Times bestselling business author.

Customer Service 0

Customer Service Contact Center Retail Competitive Advantage 0

ShepHyken

JANUARY 22, 2023

BONUS #1 4 Secrets For Getting Awesome Customer Service by Chip Bell (Forbes) Time-tested practices can land you the best table at a restaurant, an upgraded hotel room, or expedited service from the contact center agent. This first one is written by fellow customer service expert Chip Bell.

Customer Service 48

Customer Service Self Service Contact Center Loyalty 48

ShepHyken

MARCH 21, 2022

Fortunately, the opposite is also true: a solid recruitment strategy is one of the best ways to improve the quality of the service offered by your agents while also scaling your call center in a sustainable way. 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

ShepHyken

JANUARY 28, 2019

Second, because it links to Fonolo’s free report, “The Top Contact Center Trends to Watch in 2019.” Shep Hyken is a customer service expert, professional speaker and New York Times bestselling business author. ” Download it today! Follow on Twitter: @Hyken.

Social Media 98

Social Media Customer Service Customer Care Insurance 98

ShepHyken

MAY 11, 2022

Don’t create an experience that’s so frustrating a customer would say, “I’d rather clean a toilet than call you for customer support!” . Shep Hyken is a customer service expert, keynote speaker, and New York Times, bestselling business author. The post Would You Rather Clean a Toilet Than Call Customer Support??

First Call Resolution 75

First Call Resolution Customer Service Training Customers Tips 75

ShepHyken

FEBRUARY 20, 2017

This article by Bob Phibbs begins with a good one: Customer service is the ability to make one person feel, for just a few minutes, like they are the most important person in the world. From there he gives some great examples of good and bad service with three big takeaways at the end. For information contact or www.hyken.com.

Customer Service 85

Customer Service Contact Center Loyalty Customer Success 85

ShepHyken

JANUARY 13, 2020

(Retail TouchPoints) How you handle customer complaints often determines if you build or lose relationships with busy shoppers. This is especially true online where retailers often rely on remote contact center agents to resolve things. Follow on Twitter: @Hyken.

Customer Service 93

Customer Service Retail Customer Journeys B2C 93

ShepHyken

JUNE 17, 2018

Customer support and service experiences are becoming the differentiating factors when people choose what software to buy and which companies to give business to. My Comment: Here’s some interesting commentary, especially if you have a dedicated support or contact center. Even if you don’t you’ll enjoy this article.)

Customer Service 83

Customer Service Airlines Tips Retail 83

ShepHyken

JANUARY 29, 2018

(Digital Journal) The company Conversocial is bridging the gap between the rapidly-shifting world of social and mobile channels and the world and needs of the large enterprise contact center. The aim is to modernize customer services. Follow on Twitter: @Hyken.

Customer Service 93

Customer Service Social Media Tips Trends 93

ShepHyken

JUNE 1, 2020

(Freshworks) From this blog, you can find out actionable workarounds for staff shortage to improve call center performance. My Comment: If you are in a customer support/contact center, then this article is a must-read. What happens when there is an increase in customers reaching out for support?

Customer Service 67

Customer Service Omni-Channel Call Center Retail 67

ShepHyken

MAY 8, 2017

FCR) I recently flew on one of the major airlines and observed many opportunities for improvement (a phrase we like to use in contact centers). By the way, these align with the things we expect from our colleagues at FCR on every customer interaction. My Comment: Here is a deeper dive into the concept of “Customer First.”

Customer Service 81

Customer Service Airlines Contact Center Conference 81

ShepHyken

SEPTEMBER 21, 2020

Shep Hyken is a customer service expert, professional speaker and New York Times bestselling business author. For information on The Customer Focus customer service training programs go to www.TheCustomerFocus.com. Simple ideas, yet powerful when executed well. Follow on Twitter: @Hyken.

Customer Service 94

Customer Service Employee Experience Touchpoint Customer Centricity 94

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