ShepHyken

JULY 26, 2021

15 Ways To Leverage AI In Customer Service by Forbes Business Council. Forbes) From gathering data to speech recognition and message response times, AI can enhance the customer experience in nearly every way when it’s applied correctly. Follow on Twitter: @Hyken.

Customer Service 102

Customer Service Contact Center Customer Retention Poor Customer Service 102

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

CSM Magazine

MARCH 31, 2022

They can respond to customer inquiries in real time, which can help improve customer satisfaction. They can collect data about customer interactions, which can be used to improve customer service strategies. How are Voicebots being used in the Contact Center? Collect customer information.

Industry 52

Industry Customer Service Contact Center Chatbots 52

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. My Comment: If you have customer support, you should take a look at this report from Fonolo. There are some amazing people on this list.

Customer Service 64

Customer Service Contact Center Trends Loyalty 64

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. Coaching Customer Service Agents for Individual Growth.

Customer Service Training 97

Customer Service Training Training Tips Customer Service 97

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

Stella Connect

MARCH 30, 2022

If you focus on teams, you’ll encourage friendly competition and create a more cohesive contact center culture. Agents with the highest customer ratings. The third method is to use real-time customer feedback to guide your rewards program. Launch the Perfect Call Center Rewards Program. Who will receive rewards?

Rewards Programs 52

Rewards Programs Call Center How To Contact Center 52

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

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 89

Customer Service Social Media Tips Multi-Channel 89

ShepHyken

JANUARY 22, 2023

How retailers can capture customer loyalty in 5 charts by Arielle Feger (Insider Intelligence) As brand loyalty declines, deals remain a surefire way to win over consumers. Shoppers get discounts and retailers get invaluable first-party data. This first one is written by fellow customer service expert Chip Bell.

Customer Service 48

Customer Service Self Service Contact Center Loyalty 48

Vonage

JANUARY 24, 2017

Your Service” books and founder of UP! Your Service. To enjoy more customer service training and service culture articles, visit UpYourService.com. Related Posts Who comes first, the employee or the customer? There’s only one customer who matters: the one you’re serving now.

Customer Service 133

Customer Service Advertising Contact Center Culture 133

ShepHyken

MARCH 21, 2022

(Harvard Business Review) In this article we explore how cutting-edge companies build what we call intelligent experience engines to assemble high-quality customer experiences using AI powered by customer data. 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

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 84

Customer Service Contact Center Loyalty Customer Success 84

Vonage

OCTOBER 22, 2015

Mobile and wireless technology is also enabling field reps to connect to the CRM system remotely, allowing them to easily input data and access real-time data – both of which ultimately enhance the customer experience. Find out how our gamification system, Motivate for Service , could help to keep your team motivated.

Technology 120

Technology Customer Service Gamification Wireless 120

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.

Customer Service Training 62

Customer Service Training Training Tips Customer Service 62

ShepHyken

DECEMBER 12, 2016

Boomtrain) Artificial Intelligence, machine learning, and big data analytics have been around for a while in the B2B world. We Asked, Zappos Answered: Tracking Contact Center Metrics, Omni-Channel & Chatbots by Sharpen. For information contact or www.hyken.com. by Tara Thomas. Follow on Twitter: @Hyken.

Omni-Channel 48

Omni-Channel Social Media Customer Service Contact Center 48

Vonage

OCTOBER 6, 2015

The airline and taxi database systems do provide access to all my information (including telephone numbers), but that data is “two screens away” from the first screen presented to the reservations agent. Your Service” books and founder of UP! Your Service. Related Posts The two sides of customer service training.

Customer Experience 120

Customer Experience Airlines How To Customer Service Training 120

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

Stella Connect

MARCH 12, 2018

If you focus on teams, you’ll encourage friendly competition and create a more cohesive contact center culture. Agents with highest customer ratings. The third method is to use customer feedback , collected in real time on the front line, to guide your rewards program. Who Will Receive Rewards?

Rewards Programs 40

Rewards Programs Call Center How To Contact Center 40

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

You need to do something with the data. 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?” One thing was clear.

Net Promoter Score 14

Net Promoter Score Customer Service Contact Center NPS 14

ShepHyken

JULY 11, 2022

That allows you to interpret the data and use it to create a better experience for all customers. Implement These 5 Customer Experience Analytics to Upgrade Your Call Center by Emily Gregor. Aircall) Data used in customer experience analytics can be drawn from any interaction between an organization and its customers.

Customer Service 24

Customer Service Average Handle Time Metrics Social Media 24

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

Stella Connect

MARCH 2, 2018

From a competitive standpoint, and for the sake of efficiency in a multichannel environment, minimizing your customers’ wait should be a top priority. Contact Center Attrition: The Biggest Cost Driver of All. Scaling a customer service team is complicated enough. Performance Management.

Call Center 40

Call Center Average Handle Time Ecommerce Wait Times 40

Stella Connect

NOVEMBER 29, 2021

According to our survey, about half of customers who have a negative interaction will tell their friends and family to stop buying from the brand and more than half (about 60%) will stop buying from the brand. . 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

ShepHyken

MARCH 20, 2023

Hult (Harvard Business Review) How can a company best create a compelling customer experience? 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? Follow on Twitter: @Hyken

Customer Journeys 12

Customer Journeys Customer Service Call Center Contact Center 12

Stella Connect

FEBRUARY 2, 2022

Collaboration brings your agents together — share real-time customer feedback with the entire customer service team and allow everyone to learn from the ratings and reviews received. Share data-rich feedback to highlight ideal service interactions — whether via email, a Slack message, or during a team meeting.

Call Center 52

Call Center How To Training Customer Service Training 52

ShepHyken

JANUARY 23, 2023

How retailers can capture customer loyalty in 5 charts by Arielle Feger (Insider Intelligence) As brand loyalty declines, deals remain a surefire way to win over consumers. Shoppers get discounts and retailers get invaluable first-party data. This first one is written by fellow customer service expert Chip Bell.

Customer Service 13

Customer Service Self Service Contact Center Loyalty 13

ShepHyken

SEPTEMBER 20, 2021

How To Find A Balance Between Automation And Empathy In Customer Service by Murph Krajewski. Forbes) As employees seek more flexibility, contact centers — which are notorious for rigid, demanding job descriptions — could be at high risk of losing employees. And that leaves operational leaders like you in a pinch.

Customer Service 17

Customer Service B2B B2C Contact Center 17

Storyminers

JULY 6, 2020

His coverage topics include the ROI of CX, CX strategy and governance, how CX leaders secure and retain sponsorship, the buy/own/advocate customer journey, voice of customer (VoC) and survey strategies, customer journey mapping, CX analytics and measurement, the role of social media and word of mouth (WOM) in CX, and persona development.

Customer Experience 147

Customer Experience Customer Service Social Media Consulting 147

Storyminers

JULY 6, 2020

His coverage topics include the ROI of CX, CX strategy and governance, how CX leaders secure and retain sponsorship, the buy/own/advocate customer journey, voice of customer (VoC) and survey strategies, customer journey mapping, CX analytics and measurement, the role of social media and word of mouth (WOM) in CX, and persona development.

Customer Experience 130

Customer Experience Customer Service Social Media Consulting 130

SurveySensum

JULY 14, 2020

He is an author of Moments of Magic®, The Loyal Customer, The Cult of the Customer, The Amazement Revolution, Amaze Every Customer Every Time, Be Amazing or Go Home, and The Convenience Revolution and a creator of a customer service training program, Customer Focus , aiming to help clients build a customer service culture and loyalty mindset.

Customer Experience 132

Customer Experience Consulting Multi-Channel Leadership 132

ViiBE Blog

APRIL 15, 2021

Some co-browsing platforms go a step further and allow customers to black out part of their screens with personal information. These protections ensure that even the most concerned customer can co-browse at ease that their data is secure. Why is it important to give a good customer experience? Why is that important?

e-support 52

e-support Video Contact Center Software Contact Center 52

Stella Connect

JANUARY 25, 2018

In recent years, we’ve seen a major shift in brands’ approaches to customer service delivery and contact center performance management. How will emerging and growing trends change the customer service equation? More Companies Will Make Customer Service a Strategic Priority.

Self Service 40

Self Service Trends Customer Service Contact Center 40

ShepHyken

AUGUST 29, 2016

5 Smart Contact Center Strategies Designed to Improve the Customer Experience by Pam Bednarczyk. ShoreTel) Rising customer expectations and changing delivery preferences are forcing many companies to revisit their contact center processes. For information contact or www.hyken.com.

Net Promoter Score 0

Net Promoter Score Customer Service Contact Center Infographics 0

Comm100

AUGUST 21, 2018

As Forrester notes in their 2016 report, How Analytics Drives Customer Life-Cycle Management , “Every customer interaction leaves a trail of customer data waiting to be analyzed.” Whereas agents can be forgiven for their human speed, the automated nature of chatbots is no excuse for a slip in service quality.

Metrics 100

Metrics Chatbots Average Handle Time Effort Score 100