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. His blog features tactical advice on customer service and the contact center. . Brad Cleveland . Chip Bell . Colin Shaw .

Case Study 96

Case Study Customer Journeys Competitive Advantage Customer Centricity 96

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.

Customer Service 89

Customer Service Social Media Tips Multi-Channel 89

Stella Connect

SEPTEMBER 16, 2021

According to our 2021 customer service statistics , based on a study of over 1,000 individuals in the U.S., 53% of consumers say they would likely stop doing business with a brand after a negative customer service interaction. Define any customer service terms referenced within your card.

Tips 52

Tips Effort Score Customer Service Training Guidelines 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

JANUARY 31, 2022

(Atlanta Small Business Network) In a world where business competition is fierce and consumers are more informed than ever before, building customer trust is vital. 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.

Customer Service 64

Customer Service Contact Center Trends Loyalty 64

ShepHyken

AUGUST 24, 2020

Can Artificial Intelligence Improve Your Customer Service? 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.

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

ShepHyken

JANUARY 7, 2019

.” Call center tips to ensure successful agents by Scott Sachs . 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. 3 Tips To Create A Mission That Will Drive Growth by Kara Goldin.

Customer Service 99

Customer Service Contact Center Tips Chatbots 99

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 86

Net Promoter Score Customer Service Omni-Channel Customer Centricity 86

Call Center Pros

SEPTEMBER 3, 2018

Resolution at first contact is more than ever an essential performance indicator to which call centers must pay the utmost attention. According to studies, 70% of customers consider this item to be the most important factor when interacting with a business. Well trained agents. Solicit customer feedback.

Omni-Channel 49

Omni-Channel First Call Resolution Tips Call Center 49

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!

Social Media 97

Social Media Customer Service Customer Care Insurance 97

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

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. Don’t lecture; listen.

Customer Service Training 62

Customer Service Training Training Tips Customer Service 62

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

Call Experts

MARCH 3, 2022

Creating a business phone script can support your employees and customers. Learn all of our tips for crafting the perfect script for your needs! A business phone script is a document that helps guide staff and contact center professionals in handling calls from your business phone number. Contact us now.

e-support 52

e-support Contact Center Call Flow Guidelines 52

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. For information contact or www.hyken.com. A great resource!

Customer Service 81

Customer Service Airlines Contact Center Conference 81

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

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

Stella Connect

FEBRUARY 2, 2022

Yet there are very direct methods to address it once and for all to keep employees on your customer service team, which ultimately controls costs and enhances customer experience (CX) with knowledgeable, well-trained agents on the front lines. Less-than-stellar service interactions still hold plenty of value, though.

Call Center 52

Call Center How To Training Customer Service Training 52

ShepHyken

JULY 11, 2022

They also need to win them over — a process that starts and ends with a good customer experience (CX). Here are a few tips to make sure your company is approaching CX in an effective manner that helps you optimize your ability to turn qualified leads into conversions. This time, the focus is on the customer support center.

Customer Service 24

Customer Service Average Handle Time Metrics Social Media 24

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

ShepHyken

MARCH 13, 2023

Each week, I read many customer service and customer experience articles from various resources. Makeup That Breakup: 6 Tips For Wooing Back Lost Retail Customers by Wise Marketer Staff (The Wise Marketer) Bad first impressions don’t just happen on dates. What Is a Contact Center?

Customer Service 12

Customer Service Contact Center Retail Omni-Channel 12

ShepHyken

MARCH 20, 2023

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? My Comment: Jim Tincher is a customer experience expert who focuses on B2B. Losing Customers Due to Lack of Relevance?

Customer Journeys 12

Customer Journeys Customer Service Call Center Contact Center 12

Myra Golden

DECEMBER 17, 2015

Let’s take a look at the reasons agents fail at the customer experience, and explore what you can do about it. . They aren’t establishing rapport with customers. This morning I was monitoring calls for a contact center client; something I do often. Customer: “Hi Bill. Here’s how the Agent opened the call.

Call Center 40

Call Center Customer Experience Contact Center Meeting 40

ShepHyken

NOVEMBER 7, 2022

Customers expected a different level of service that was more than just good service. Customers wanted a connection, and the companies and brands that delivered found a new type of customer loyalty. 6 Tips for Offering Better Customer Service by Phone (Even in a Tiny Company) by José Luis Martín Cara.

Customer Service 14

Customer Service Financial Loyalty Tips 14

Myra Golden

NOVEMBER 27, 2017

Improve your overall customer experience by bridging to questioning, and by using please and thank you. When you do, your questioning will not come across as an interview, or an interrogation and your customers will feel better about the interaction.

How To 120

How To Call Center Video Training 120

Provide Support

JULY 20, 2017

Here is why you should take them very seriously: Nearly 70% of customers quit doing business with an organization because they felt they were treated rudely or with indifference. 95% of customers share bad experiences with others, 54% share bad experiences with 5+ people, 45% share negative reviews on social media. Read more.

Social Media 69

Social Media Customers Interaction Customer Service 69

Storyminers

JULY 6, 2020

In 2008, Eliason, as part of the team selected to address the issues, created the Twitter account @ComcastCares and began directly responding to customer complaints. Jeff Toister is an author, consultant, and trainer who helps companies get their employees obsessed with customer service. Kate Nasser. Martha Brooke.

Customer Experience 147

Customer Experience Customer Service Social Media Consulting 147

Storyminers

JULY 6, 2020

In 2008, Eliason, as part of the team selected to address the issues, created the Twitter account @ComcastCares and began directly responding to customer complaints. Jeff Toister is an author, consultant, and trainer who helps companies get their employees obsessed with customer service. Kate Nasser. Martha Brooke.

Customer Experience 130

Customer Experience Customer Service Social Media Consulting 130

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. And guess what?

Customer Engagement 67

Customer Engagement Engagement Contact Center Self Service 67

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

Stella Connect

SEPTEMBER 30, 2021

When designed effectively, call center quality monitoring scorecards can bring a ton of value to customer service organizations, particularly call center teams. . Here are some of the top reasons your organization may want to use call center quality monitoring scorecards as part of your quality assurance program. .

Call Center 52

Call Center Effort Score Policies Customer Service Training 52