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. Agent Empowerment.

Contact Center 40

Contact Center Effort Score Culture Connections 40

ShepHyken

JANUARY 7, 2024

Five Ways to Improve Customer Experience in Financial Services in 2024 by Alex Kreger (Finextra) According to Fenergo estimates “poor customer experience” is costing financial institutions $10 billion in revenue per year. My Comment: Some customer service and CX principles are universal, regardless of the industry.

Customer Service 65

Customer Service Loyalty Programs Contact Center Financial 65

ShepHyken

NOVEMBER 6, 2023

Key Contact Center Metrics You Should Be Tracking by Foundever (Foundever) There are myriad metrics and indicators that an organization can monitor to measure contact center performance. Peter Drucker is known for saying, “You can’t manage what you don’t measure.” My Comment: Business is numbers.

Self Service 65

Self Service Customer Service Contact Center Loyalty 65

Myra Golden

JUNE 2, 2016

.” This training is perfect for: Customer service professionals who deal with difficult customers on a daily basis. New hires who are inexperienced in handling aggressive and difficult customers. Employees who come across as aggressive or blunt with difficult customers. 299 per organization.

Contact Center 40

Contact Center Training Customer Service Training How To 40

Myra Golden

JUNE 2, 2016

This training is perfect for: Customer service professionals who deal with difficult customers on a daily basis. New hires who are inexperienced in handling aggressive and difficult customers. Employees who come across as aggressive or blunt with difficult customers. Call Control Using Conversational Aikido.

Contact Center 40

Contact Center Training Customer Service Training How To 40

ShepHyken

OCTOBER 1, 2023

My Comment: For those in the customer support world, this article is for you. AHT, as in average handle time, is a metric used to measure the average length of time for a customer support call. Some companies look for low AHTs, hoping to manage more calls per hour or shift with a lower time. is an excellent way to do so.

Customer Service 63

Customer Service Contact Center Average Handle Time Customer Service Strategies 63

ShepHyken

OCTOBER 23, 2023

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. My Comment: The future of the contact center is happening today! Connect with Shep on LinkedIn.

Customer Service 62

Customer Service Contact Center Loyalty Tips 62

Lumoa

NOVEMBER 17, 2022

Artificial Intelligence (AI) is a fantastic way to reduce costs and optimize customer support without diminishing customer experience. Customer service agents can use their time more wisely while AI answers common customer questions. . CX trends to implement in 2023: Additional online customer support.

e-support 208

e-support Customer Experience Social Media Chatbots 208

Vonage

NOVEMBER 10, 2016

Our customers notice our efforts, too. And, the benefits are apparent – we have been awarded customer service training and speaking contracts based on our fast responses to customers’ requests. Voice of the customer: What is a feedback loop and how can it help your brand?

Customer Confidence 274

Customer Confidence Customer Service Contact Center Banking 274

ShepHyken

OCTOBER 26, 2020

Wegmans, Trader Joe’s Master Pandemic Customer Service by Gina Acosta. Progressive Grocer) Trader Joe’s and Wegmans have managed to keep their customer service cred intact this year while other food retailers have seen their service scores wane during the pandemic. Follow on Twitter: @Hyken.

Customer Service 87

Customer Service Contact Center Customer Centricity B2B 87

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

Myra Golden

JANUARY 8, 2018

Operations Manager, Shared Services Training & Development. With just one click you can pull up progress reports, so you know when your employees have logged in, if they completed the training, and how they are progressing through the courses. Kristin Augusta | Sr. John Hancock . Reporting is super easy.

Customer Service Training 45

Customer Service Training Training Customer Service Video 45

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

MAY 25, 2020

How Contact Centers are Responding to the COVID-19 Crisis by Jason Sterns. My Comment: Contact centers need to understand their way of doing business has changed – in some cases dramatically – in the past two months. I was talking with an executive who runs 62 contact centers with 60,000 agents.

Customer Service 61

Customer Service Contact Center ROI Customer Retention 61

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

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. Launch the Perfect Call Center Rewards Program. Who will receive rewards? Team leaders’ subjective picks.

Rewards Programs 52

Rewards Programs Call Center How To Contact Center 52

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. I think there’s a few things here that can be applied in any contact center.

Contact Center 101

Contact Center Entertainment eBook Culture 101

ShepHyken

MAY 4, 2020

This turns a potentially daunting task into something much easier to manage. How Sephora & Others Use Customer Loyalty Programs To Drive Revenue by ReferralCandy. A Psychological Approach To Management And Leadership After A Socioeconomic Crisis by Matt Wujciak. Smart idea! Follow on Twitter: @Hyken.

Customer Service 95

Customer Service Contact Center Retail B2C 95

ShepHyken

DECEMBER 20, 2021

A good customer support experience drives loyalty. (We A cause or social issue contributes to the customer experience, especially with Gen Z. Proactive customer engagement from the contact center will turn reactive customer support agents into brand ambassadors. Customer Experience by Tyler Gallagher.

Customer Service 69

Customer Service Hospitality Contact Center Loyalty 69

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

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

ShepHyken

JULY 4, 2022

(EnterpriseAI) Ever-evolving technology is constantly changing how customer service is done. From call centers to contact centers, businesses are looking for ways to automate manual tasks and take care of their customers better. Follow on Twitter: @Hyken.

Customer Journeys 69

Customer Journeys Customer Service Loyalty Programs Loyalty 69

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 . Shep Hyken is a customer service expert, professional speaker and New York Times bestselling business author.

Customer Service 98

Customer Service Contact Center Tips Chatbots 98

ShepHyken

AUGUST 19, 2019

Creating Company Culture to Strengthen Customer Service Agent Support by Cassandra Vincent. Nevadas) There are ways to strengthen customer service agent support resulting in quality work and reducing churn. With excessive turnover in contact centers impacting metrics, keeping great agents is good ROI.

Customer Service 116

Customer Service Leadership Ecommerce Culture 116

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. Top Customer Experience Keynote Speakers for 2021 by Michelle Joyce.

Customer Service 88

Customer Service Social Media Tips Multi-Channel 88

ShepHyken

JANUARY 22, 2023

This is followed by three trends from the Salesforce State of Service research and five takeaways. 6 Contact Centre Initiatives You Can’t Ignore by Call Centre Helper (Call Centre Helper) Here are some of the top initiatives contact centre managers need to be keeping a close eye on, to avoid their operations being left behind.

Customer Service 48

Customer Service Self Service Contact Center Loyalty 48

ViiBE Blog

APRIL 8, 2021

What is a good idea of a great call center answer? In any kind of call center or contact center , customers are ultimately looking to resolve their problem. That means a great call center answer should resolve the customer issue as much as possible. The evolution of the call center experience.

Call Center Experience 52

Call Center Experience Call Center Average Handle Time Virtual Call Center 52

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. Ron Kaufman is the world’s leading educator and motivator for upgrading customer service and uplifting service culture. Your Service” books and founder of UP!

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 312

Customers Customer Service Ecommerce eBook 312

Myra Golden

MARCH 27, 2018

For contact center clients, we like to review a random sample of phone calls to help us understand where you are today. Your employees can take your new training right on our eLearning portal, or we give you the files in MP4 videos format for super easy production. Customized courses include 10-14 modules. compliant file.

Course 63

Course Training Video Contact Center 63

ShepHyken

SEPTEMBER 26, 2016

Contact Center Satisfaction Negatively Impacting the Customer Experience by Andrew Berger. Telecompetitor) Contact center satisfaction has worsened over the last two years despite investments in new customer engagement channels, according to new market research released by BoldChat.

Customer Journeys 48

Customer Journeys Customer Service Contact Center Culture 48

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

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 200

Customers eBook Policies Customer Service Training 200

ShepHyken

JANUARY 13, 2020

This is especially true online where retailers often rely on remote contact center agents to resolve things. My Comment: First, while the title implies this is for retail customers, it reaches far beyond most customers in any type of industry (B2C and B2B). It’s not rocket science, but it doesn’t have to be.

Customer Service 93

Customer Service Retail Customer Journeys B2C 93

Vonage

OCTOBER 22, 2015

This can help you to identify unhappy customers – allowing your team to quickly contact them and address their concerns – as well as develop insights into what’s really causing customer dissatisfaction. 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

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

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