ShepHyken

APRIL 26, 2021

9 New Findings from the 2021 State of the Contact Center Report by Tricia Morris. CustomerThink) Here are nine new findings from the 2021 State of the Contact Center Report which included 400 US and UK contact center and customer experience leaders. Thank you MattsenKumar!).

Customer Service 134

Customer Service Loyalty Programs Social Media Contact Center 134

CX Accelerator

JULY 1, 2020

What has changed that our customers need to know about? However, those who were planning to move their contact center to the cloud in 2021/2022 are now faced with increased stress and frustration and regret for not changing sooner. Knowing this fact, companies have increasingly shopped for cloud solutions. Digital First.

Contact Center 182

Contact Center Call Center Call Center Solutions Roadmap 182

ShepHyken

APRIL 5, 2021

Help Your Business Stand Out in 2021 With These 6 Tips by Angela Hausman. Market Maven) Here are a few tips to help your business stand out in 2021. My Comment: Here is an excellent list of six ideas to create a better customer experience. My favorite was the second one, which focuses on giving away valuable content for free.

Customer Service 123

Customer Service Self Service Contact Center Tips 123

ShepHyken

OCTOBER 26, 2020

(Ceoworld Magazine) To become truly customer-centric companies should make these 3 pillars the key drivers to creating their customer-focused strategy. My Comment: This short article focuses on three “pillars” you want to consider when driving a customer-focused organization. It’s like a three-legged stool.

Customer Service 88

Customer Service Contact Center Customer Centricity B2B 88

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. Here are my top five picks from last week.

Customer Service 90

Customer Service Social Media Tips Multi-Channel 90

ShepHyken

MAY 24, 2021

How To Thank A Customer For Their Business | Tips, Tricks, & Budget-Friendly Ideas by Philipp Wolf. 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. Here are my top five picks from last week.

Customer Service 154

Customer Service Customer Retention Loyalty Retail 154

ShepHyken

AUGUST 24, 2020

13 Actionable Tips to Attract More Clients to Your Law Firm by Jacob Maslow. LegalScoops) Here are actionable tips that can be employed to successfully maintain and grow client relationships, which results in a profitable customer base for your law firm. And, this is a very impressive list of thought leaders and executives.

Customer Service 84

Customer Service Contact Center Tips Chatbots 84

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. Use these tips and best practices to make this year’s busy shopping season the most lucrative one yet.

Contact Center 101

Contact Center Entertainment eBook Culture 101

Magellan Solutions

MARCH 14, 2023

million Filipinos are currently employed in the industry (Contact Center Association of the Philippines (CCAP)). No wonder the call center industry remains to be the ‘sunshine industry’ through the years. But this is only the tip of the iceberg. At present, 1.4 Instead, they are demanding them as standard.

Call Center 52

Call Center Contact Center Call Center Experience Net Promoter Score 52

ShepHyken

JANUARY 31, 2022

Building that trust starts with the very first interaction you have with your customers, and it should continue through every interaction you have following that initial one. Here are 10 practical tips that businesses can use to gain and maintain trust with their customers. State of the Contact Center 2022 by Fonolo.

Customer Service 64

Customer Service Contact Center Trends Loyalty 64

ShepHyken

JANUARY 7, 2019

However, when it comes to customer experience, the best results will occur when machines and humans work together.” ” Call center tips to ensure successful agents by Scott Sachs . 3 Tips To Create A Mission That Will Drive Growth by Kara Goldin. My Comment: What drives growth in business?

Customer Service 100

Customer Service Contact Center Tips Chatbots 100

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.

Net Promoter Score 87

Net Promoter Score Customer Service Omni-Channel Customer Centricity 87

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. Most companies will find a few reminders in the ten tips the author shares with us. Follow on Twitter: @Hyken.

Customer Service 81

Customer Service Loyalty Programs Contact Center Chatbots 81

Magellan Solutions

AUGUST 4, 2021

million Filipinos are currently employed in the industry (Contact Center Association of the Philippines (CCAP)). No wonder the call center ph industry remains to be the ‘sunshine industry’ through the years. . But this is only the tip of the iceberg. At present, 1.4 Instead, they are demanding them as standard.

Call Center 52

Call Center Contact Center Call Center Experience Net Promoter Score 52

ShepHyken

MARCH 21, 2022

Our customer service research supports the theme. 59% percent of the more than 1,000 consumers we surveyed feel that customer service is worse now than before the pandemic. 5 Tips to Increase Your Customer Satisfaction in 2022 and Beyond by Wise Marketer Staff. Follow on Twitter: @Hyken.

Omni-Channel 67

Omni-Channel Customer Service Self Service Retail 67

ShepHyken

JUNE 17, 2018

4 Unexpected Tips That Will Make Your Brand Stand Out by Pia Silva. Forbes) Collected here are four brand tips that are essential to developing a brand that gets noticed, remembered, and shared and doesn’t just blend in with the competition. Four tips that will make your brand stand out. My Comment: I love this article.

Customer Service 83

Customer Service Airlines Tips Retail 83

Think Customers

NOVEMBER 16, 2022

And when ROI is scarce, nimble firms with their finger directly on the pulse of customer demand win. A customer focus also builds trust between companies and their customers, which is a key enabler of long-term, profitable relationships, no matter the economic climate.

ROI 52

ROI Social Media Contact Center Voice of Customer 52

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? Follow on Twitter: @Hyken.

Customer Service 87

Customer Service Contact Center B2B Guest Experience 87

Experience Investigators by 360Connext

JANUARY 5, 2021

They create such a focus on the customer that everything and everyone throughout the organization is on board. . Sometimes the customer-focused “way” is seen as a brand within a brand. The Disney Way” or “Zappos Culture” is shorthand for that relentless view to prioritize customers, their wellbeing, and their goals.

Customer Centricity 190

Customer Centricity Culture Customer Journeys Government 190

Innovative CX

AUGUST 10, 2021

As a leader in many contact centers, I gradually evolved my thinking towards creating two types of metric categories for our contact center agents – performance and health metrics. Is there a relationship between a decline in NPS and your customer retention percentage? · Don’t overcomplicate the process initially.

Connections 59

Connections Customer Experience Average Handle Time Contact Center 59

ShepHyken

JANUARY 29, 2018

At the end, there is a good summary of tips to improve a company’s customer service. 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.

Customer Service 93

Customer Service Social Media Tips Trends 93

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. Here are my top five picks from last week.

Customer Service 84

Customer Service Net Promoter Score Airlines Contact Center 84

ShepHyken

SEPTEMBER 14, 2020

How to Boost B2B Customer Experience on Your Website by Chris Christoff. Business2Community) This article shares some of the most effective tips on how to boost B2B customer experience on your website. My Comment: Your website is a powerful opportunity to deliver a better customer experience. Here are a few ideas.

Customer Service 85

Customer Service Net Promoter Score eBook B2B 85

ShepHyken

JANUARY 28, 2019

The 14 “rules” are actually some pretty darn good tips for delivering a better customer experience. Consider rule number one, which is “Play like you want to be remembered,” Not a bad strategy for any company that wants to win over their customers. ” Download it today! Follow on Twitter: @Hyken.

Social Media 98

Social Media Customer Service Customer Care Insurance 98

VDS

JULY 20, 2020

What has changed that our customers need to know about? However, those who were planning to move their contact center to the cloud in 2021/2022 are now faced with increased stress and frustration and regret not changing sooner. The post How Have your Customers’ and Employees Expectations Changed? Digital First.

Contact Center 52

Contact Center Call Center Call Center Solutions Roadmap 52

ShepHyken

JANUARY 16, 2017

The Dwyer Group, led by Dina Dwyer, is a case study on how to build a culture that positively impacts both employees and customers – and the success it can bring to a company. 5 Customer Retention Marketing Tips with an Artificial Intelligence Twist by Tara Thomas. For information contact or www.hyken.com.

Customer Service 48

Customer Service Contact Center Customer Retention Loyalty 48

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

MARCH 27, 2017

Sure, things have changed, but the fundamentals can still be found in many of the “new ways” we approach creating customer loyalty. My Comment: This is a HUGE list of 100 tips. While they focus on the contact center world, many of them are appropriate for any company (and department) that is customer-focused.

Net Promoter Score 48

Net Promoter Score Customer Service Call Center Tips 48

ShepHyken

FEBRUARY 7, 2022

My Comment: I love lists, and this is a good one, taking us back to some of the basics that will help build customer loyalty. You may be familiar with some, if not even all, of these tips. What Does the Contact Center of 2030 Look Like? My Comment: What will the contact center look like in 2030?

Net Promoter Score 14

Net Promoter Score Customer Service Contact Center NPS 14

ShepHyken

MAY 11, 2022

As a matter of fact, very few do, but when you experience the dreaded customer support call debacle, it stands out, is remembered, and shakes your confidence for the next time you have to call customer support – so much so that you might rather clean a toilet than make the call. . Here are several of my favorites from the list: .

First Call Resolution 75

First Call Resolution Customer Service Training Customers Tips 75

Verint

OCTOBER 2, 2017

Attendees will learn why it’s critical not to gamble with customer relationships and how to measure return on interaction by effectively listening to the voice of customers. Consero Contact Center Forum. October 22–24; Coral Gables, Florida. destination CRM.com Webinar. October 25; Webinar.

Analysis 30

Analysis Customer Service Contact Center Omni-Channel 30

ShepHyken

SEPTEMBER 6, 2021

Customer Service is SO Annoying (Tips to Make it Less So) by Jim Gilbert. Total Retail) We help customers deal with bug infestations: bed bugs, mites, fleas, lice, and they’re desperate, getting bitten up, not sleeping and generally miserable. CX Best Practices: Learning from AWS Contact Center Day by Sébastien Stormacq.

Customer Service 26

Customer Service Effort Score Net Promoter Score Contact Center 26

Integrity Solutions

SEPTEMBER 28, 2023

In This Post You Will Learn: What Does Customer Service Mean? The Impact Of A Customer Service Culture Enhancing Customer Service With A Sales Mindset Importance Of A Customer Service Strategy The Customer Experience Journey Contact Center Training Integrity Service® Customer Service Training What Does Customer Service Mean?

Customer Service Training 110

Customer Service Training Training Customer Service Contact Center 110

ShepHyken

NOVEMBER 28, 2022

In this article by Tomas Hult, part of the team that brings you the American Customer Satisfaction Index , you will learn the importance and power of the CEO, president, or owner of a company spending time on the frontline, hearing from, learning from and answering customers questions, comments, and complaints.

Customer Service 12

Customer Service Contact Center Case Study Tips 12

NobelBiz

FEBRUARY 22, 2023

In this new revamped consumer experience, these 5 CX trends serve as benchmarks for the future of your contact center. From a contact center perspective, customers now expect to contact a company when and how it is convenient for them. It is already existent and applicable in contact centers.

Contact Center 52

Contact Center Trends Social Media Net Promoter Score 52

NobelBiz

FEBRUARY 22, 2023

In this new revamped consumer experience, these 5 CX trends serve as benchmarks for the future of your contact center. From a contact center perspective, customers now expect to contact a company when and how it is convenient for them. It is already existent and applicable in contact centers.

Contact Center 52

Contact Center Trends Social Media Net Promoter Score 52