Stella Connect

FEBRUARY 20, 2018

Contact center attrition is one of the biggest challenges brands face. The continuous cycle of hiring and onboarding new agents and ramping them up to full productivity can cost a customer service organization roughly $10,000-$15,000 per employee. Then there’s the impact on service quality.

Contact Center 40

Contact Center Effort Score Culture Connections 40

ShepHyken

OCTOBER 23, 2023

Trust is the difference between a satisfied customer and a loyal customer. Five Ways AI Can Optimize The Customer Journey by Robyn Rawlings (Chief Executive) Enter artificial intelligence (AI): one of the most promising innovations of the 21st century. My Comment: The future of the contact center is happening today!

Customer Service 62

Customer Service Contact Center Loyalty Tips 62

CSM Magazine

NOVEMBER 2, 2023

The two organizations seek to leverage state-of-the-art technology to transform employee training within the customer experience industry. This partnership marks a significant milestone for both companies in their commitment to elevate customer service training through cutting-edge solutions.

Training 52

Training Customer Experience First Call Resolution Telecommunications 52

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

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

MAY 4, 2020

Innovation guru, Josh Linkner, has his take, and it’s worthy of your consideration. He offers up an assignment; having a meeting, remote if necessary, to brainstorm the ultimate customer experience. How To Flatten The Contact Center Curve, According To The Experts by Johnny Rosa. Follow on Twitter: @Hyken.

Customer Service 95

Customer Service Contact Center Retail B2C 95

ShepHyken

JANUARY 22, 2023

It also includes some findings on why customers would leave your program. 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.

Customer Service 48

Customer Service Self Service Contact Center Loyalty 48

ShepHyken

JANUARY 28, 2019

My Comment: With the Super Bowl just around the corner, the title of the article by innovation expert Josh Linkner caught my eye. The 14 “rules” are actually some pretty darn good tips for delivering a better customer experience. ” Download it today! Follow on Twitter: @Hyken.

Social Media 96

Social Media Customer Service Customer Care Insurance 96

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. Social media.

Technology 120

Technology Customer Service Gamification Wireless 120

Storyminers

JULY 6, 2020

He has appeared in over 150 media and is regularly cited as a top customer experience thought leader. In addition to his customer experience work, Adam is an angel investor with an interest in entrepreneurs who disrupt the status quo through innovation. Adrian Swinscoe. Barry Dalton. Bob Thompson.

Customer Experience 147

Customer Experience Customer Service Social Media Consulting 147

Storyminers

JULY 6, 2020

He has appeared in over 150 media and is regularly cited as a top customer experience thought leader. In addition to his customer experience work, Adam is an angel investor with an interest in entrepreneurs who disrupt the status quo through innovation. Adrian Swinscoe. Barry Dalton. Bob Thompson.

Customer Experience 130

Customer Experience Customer Service Social Media Consulting 130

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 27, 2017

Each week I read a number of customer service articles from various online resources. Customer Experience, Innovation and the Slow Death of Famed Brands by Augie Ray. 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

MARCH 13, 2023

Home Depot Svp on Building a Seamless Shopping Experience by Judy Mottl (Retail Customer Experience) Retailers across the board are deploying and implementing innovative technology in a quest to both attack and engage customers as well as increase loyalty within its consumer base. What Is a Contact Center?

Customer Service 12

Customer Service Contact Center Retail Omni-Channel 12

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

ShepHyken

NOVEMBER 28, 2022

He has more than 20 years of experience as a customer service and contact center professional leading high-performing teams. To paraphrase a quote from Watkin: “The moment you think you don’t need to listen to your customers, you’re headed for trouble.”. Follow on Twitter: @Hyken.

Customer Service 12

Customer Service Contact Center Case Study Tips 12

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

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 16

Customer Service B2B B2C Contact Center 16

ShepHyken

MARCH 5, 2023

More Consumers Want Better Customer Experience by Retail Customer Experience (Retail Customer Experience) More than half, 69%, of consumers want retailers to improve their customer experience, a hefty jump from 35% in 2019 and just about the same number, 61%, judge a retailer’s innovativeness based on its communications.

Customer Service 13

Customer Service Retail Metrics Loyalty Programs 13

ShepHyken

JANUARY 23, 2023

It also includes some findings on why customers would leave your program. 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.

Customer Service 13

Customer Service Self Service Contact Center Loyalty 13

Comm100

NOVEMBER 14, 2017

Free Download] 50 Customer Service Training Activities for Live Chat and Telephone Teams. The activities in this eBook can be great training materials to improve customer service or morale in your team. Roy Atkinson – Senior Writer with a focus on customer service, training, and ITSM.

Resources 109

Resources Customer Service Customer Service Training Course 109