ShepHyken

OCTOBER 23, 2023

When customers know you care, you create an emotional connection that fosters trust and loyalty. Forward-thinking businesses have been leveraging conversational AI tools for years—not only to enhance the customer experience, but also to empower contact center agents with the resources they need to do so.

Customer Service 62

Customer Service Contact Center Loyalty Tips 62

Stella Connect

MARCH 30, 2022

If you focus on teams, you’ll encourage friendly competition and create a more cohesive contact center culture. Quality measures like these can’t capture an individual agent’s uniquely valuable approach to service. Agents with the highest customer ratings. Launch the Perfect Call Center Rewards Program.

Rewards Programs 52

Rewards Programs Call Center How To Contact Center 52

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. Make coaching sessions 1:1, always.

Customer Service Training 97

Customer Service Training Training Tips Customer Service 97

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

(Entrepreneur) The way brands and customers communicate and interact with each other has been changed significantly by social media. It’s become the preferred way to ask questions, relay information, and receive feedback. My Comment: I’m a big fan of using social media to enhance the customer experience.

Customer Service 88

Customer Service Social Media Tips Multi-Channel 88

Comm100

MAY 10, 2018

You may recognize the way they hold up the line at checkout, the way they demand to speak to management, or the way a look of disbelief plants itself on their faces when they hear that what they are asking for simply cannot be done. Nobody likes a complaining customer, yet it’s something that every organization has to deal with.

Customers 201

Customers eBook Policies Customer Service Training 201

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 111

Contact Center Tips Management Call Center 111

Vonage

JANUARY 24, 2017

KP asked to speak to the Legal Department Manager, and was refused. Clearly there was no commitment to customer service excellence. Your Service” books and founder of UP! Your Service. To enjoy more customer service training and service culture articles, visit UpYourService.com.

Customer Service 133

Customer Service Advertising Contact Center Culture 133

Comm100

OCTOBER 25, 2017

These results indicate that there’s a hell of a lot of frustrated customer service workers out there, turning to Google for answers to their questions – who presumably aren’t getting answers from their managers. So – are customers actually rude, stupid or entitled? Why Are Customers So Important?

Customers 313

Customers Customer Service Ecommerce eBook 313

Stella Connect

SEPTEMBER 16, 2021

That’s why creating an effective agent performance scorecard designed to evaluate and uncover opportunities to improve customer service agent performance is an important part of any quality assurance program and customer service training program. Define any customer service terms referenced within your card.

Tips 52

Tips Effort Score Customer Service Training Guidelines 52

Stella Connect

MARCH 12, 2018

If you focus on teams, you’ll encourage friendly competition and create a more cohesive contact center culture. Quality measures like these can’t capture an individual agent’s uniquely valuable approach to service delivery. The Best Call Center Rewards Programs Are Part of a Larger Effort. Who Will Receive Rewards?

Rewards Programs 40

Rewards Programs Call Center How To Contact Center 40

Stella Connect

FEBRUARY 2, 2022

Let’s do some math together to calculate an example company’s call center turnover rate. Company A decides to calculate its call center turnover. It first needs to determine the period of time to capture, so the customer service team’s manager decides to take a year-long view from January to December.

Call Center 52

Call Center How To Training Customer Service Training 52

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

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

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. Communicate clearly with customers.

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. Communicate clearly with customers.

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

ShepHyken

NOVEMBER 28, 2022

To reverse this trend, many companies are now strategically leveraging all parts of their organizations to offer customer-centric approaches to increase customer satisfaction. But do the potential benefits of the CEO as customer service rep outweigh the potential drawbacks? Follow on Twitter: @Hyken.

Customer Service 12

Customer Service Contact Center Case Study Tips 12

Call Center Pros

SEPTEMBER 3, 2018

Here are seven tips to excel at first contact resolution and totally satisfy your customer’s needs. Well trained agents. Your agents are on the front lines of your customer service. Agents should not be afraid to spend too much time with a customer. Solicit customer feedback.

Omni-Channel 49

Omni-Channel First Call Resolution Tips Call Center 49

ShepHyken

FEBRUARY 24, 2017

Whether it’s negative news of a natural disaster, a C-level scandal, a product recall, or a workplace tragedy, or a positive event like a product innovation, an upbeat earnings report, or an IPO, your contact center must be prepared for when there are dramatic increases in interactions across all communication channels.

Contact Center 84

Contact Center Social Media Guidelines Training 84

Storyminers

JULY 6, 2020

His best-selling book in 2016 is called: How to Wow: 68 Effortless Ways to Make Every Customer Experience Amazing. Aimee Lucas is an experience management researcher, advisor, trainer, and speaker. As part of Qualtrics’ XM Institute, she focuses her efforts on helping organizations optimize their experience management (XM) programs.

Customer Experience 147

Customer Experience Customer Service Social Media Consulting 147

Storyminers

JULY 6, 2020

His best-selling book in 2016 is called: How to Wow: 68 Effortless Ways to Make Every Customer Experience Amazing. Aimee Lucas is an experience management researcher, advisor, trainer, and speaker. As part of Qualtrics’ XM Institute, she focuses her efforts on helping organizations optimize their experience management (XM) programs.

Customer Experience 130

Customer Experience Customer Service Social Media Consulting 130

SurveySensum

JULY 14, 2020

Brenda Lynn Dichoso – Head of Customer Experience Performance Management at PT Smartfren Telecom. Brenda Lynn Dichoso is a customer experience executive with direct vertical market experience in designing, implementing, and managing complex customer care operations in a telecom set-up. LinkedIn : [link].

Customer Experience 132

Customer Experience Consulting Multi-Channel Leadership 132

Comm100

DECEMBER 12, 2017

Customers expect exemplary service, and offering anything less will turn them away. Satisfied customers do not complain – which is all very well, but it means you won’t get crucial feedback. But in order to get customer loyalty in the first place, you need to closely manage customer experience quality.

Training 105

Training Customer Experience Customer Journeys How To 105

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

Integrity Solutions

JULY 26, 2019

When call center and customer service teams are trained to recite from a script, they spend more time talking about products than listening for cues, asking the right questions and creating true customer engagement. Contact Center Challenges: Behind the Numbers.

Customer Engagement 67

Customer Engagement Engagement Contact Center Self Service 67

Stella Connect

SEPTEMBER 30, 2021

Some of the key benefits of using call center quality monitoring scorecards include being able to provide clear guidance to frontline agents based on specific customer interactions, gaining insight into what’s driving negative customer feedback , unlocking opportunities to improve in delivery and customer satisfaction (CSAT) , and more.

Call Center 52

Call Center Effort Score Policies Customer Service Training 52