Lumoa

NOVEMBER 17, 2022

Customers search for easy shopping solutions on clear, engaging websites. E-commerce sales are now projected to reach $7.4 Companies should aim to meet their customers’ expectations by continuing to fine-tune their customer experience (CX) programs. CX trends to implement in 2023: Additional online customer support.

e-support 208

e-support Customer Experience Social Media Chatbots 208

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. Talk to us.

Contact Center 40

Contact Center Effort Score Culture Connections 40

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 63

Customer Service Contact Center Loyalty Tips 63

ShepHyken

OCTOBER 1, 2023

How to improve Customer Loyalty and win over shoppers by Patrick Overall (The Retail Bulletin) We know it might seem a bit too early to be thinking about it, but, Black Friday, Cyber Monday, and the holiday season is just around the corner. My Comment: Are you making changes in your contact center (or plan to)?

Customer Service 65

Customer Service Contact Center Average Handle Time Customer Service Strategies 65

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

ShepHyken

MAY 24, 2021

There are many ways to let customers know you appreciate them, and this article covers most of them, along with some expert opinions from other successful business people. Blue Ocean Contact Centers) Discover the three principles of brand loyalty after COVID-19 shifted our buying behaviors (and one interesting exception to the rule.).

Customer Service 154

Customer Service Customer Retention Loyalty Retail 154

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

ShepHyken

SEPTEMBER 24, 2018

Customer Service: Where We Are and Where We Are Going by Fara Haron. CustomerThink) To provide some insight on what’s happening behind the customer inquiry scenes, let’s take a look at the evolution of the contact center. My Comment: What does the future of customer service look like?

Customer Service 87

Customer Service Contact Center B2B Guest Experience 87

ShepHyken

AUGUST 19, 2019

My Comment: Someone once told me that if you chase profit over the customer, you may not get profit or the customer. But, if you chase the customer, you’ll most likely end up with both. The idea is that putting the customer before the sale is a good strategy. Satisfied customers or profit.

Customer Service 118

Customer Service Leadership Ecommerce Culture 118

Vonage

JANUARY 24, 2017

The computer company lost a lifetime loyal customer due to a weak link in the sales and service chain that shattered the perception of customer service excellence. I wonder how many other urgent sales leads are lost in this chasm of poor reseller service? Your Service” books and founder of UP!

Customer Service 133

Customer Service Advertising Contact Center Culture 133

ShepHyken

NOVEMBER 23, 2020

Each week I read a number of customer service and customer experience articles from various resources. 4 Things Your Contact Center Can Learn Now From Chewy on How To Improve Your Customer Experience While Still Keeping Your Agents Happy and Productive by Veronica Krieg. Bean stood behind every sale.

Customer Service 84

Customer Service Net Promoter Score Airlines Contact Center 84

ShepHyken

JANUARY 8, 2018

Many companies make the mistake of an inconsistent customer experience from one channel to the next, from one location to the next, and even one employee to the next. A lack of consistency destroys confidence, and that destroys sales. How Best to Empower Today’s Contact Center Agents by Don Berryman. (No

Customer Service 0

Customer Service Retail Contact Center Competitive Advantage 0

ShepHyken

FEBRUARY 20, 2017

From there he gives some great examples of good and bad service with three big takeaways at the end. 21 Ways to Increase Motivation and Engagement with Contact Center Employees by Michael Becker. The title of this article indicates that it is focused on contact centers, which it is. Follow on Twitter: @Hyken.

Customer Service 85

Customer Service Contact Center Loyalty Customer Success 85

ShepHyken

JUNE 1, 2020

I always love learning from great companies, and Traci Scott of Pella shares three interesting strategies they use to deliver great service. ” How to improve call center performance when there is a staff shortage by Krishna Charan. My Comment: If you are in a customer support/contact center, then this article is a must-read.

Customer Service 67

Customer Service Omni-Channel Call Center Retail 67

Vonage

OCTOBER 22, 2015

So, which technologies can improve customer engagement and experience? A high proportion of businesses use their website’s homepage solely as a sales and marketing tool. But when around 70% of visitors are existing customers trying to get something done, does this make sense? The two sides of customer service training.

Technology 120

Technology Customer Service Gamification Wireless 120

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. It is not an extra.

Customer Service Training 62

Customer Service Training Training Tips Customer Service 62

Vonage

OCTOBER 6, 2015

The service I get from FedEx influences what I expect from airline and taxi companies. This transfer of expectations is true in many dimensions of service, including accessibility, after-sales service, ordering and payment flexibility, service recovery policies, upgrade procedures and more. Your Service.

Customer Experience 120

Customer Experience Airlines How To Customer Service Training 120

ShepHyken

JANUARY 16, 2017

billion in sales. My Comment: If you’ve been following me you know I believe that what is happening on the inside of an organization is felt on the outside by the customer. Experts Share Their Top Choice for 2017 Contact Center Technology by Hagai Shaham. For information contact or www.hyken.com.

Customer Service 48

Customer Service Contact Center Customer Retention Loyalty 48

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. Follow on Twitter: @Hyken.

Customer Service 81

Customer Service Airlines Contact Center Conference 81

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

Call Experts

MARCH 3, 2022

Everything from greeting callers properly to what to say when closing a sale can be planned out in advance. 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. What Is a Business Phone Script?

e-support 52

e-support Contact Center Call Flow Guidelines 52

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

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?” 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

MARCH 2, 2018

If agents are pushed to end calls as quickly as possible, they will—at the expense of first contact resolution , nurturing the customer relationship , and driving current and future sales. . What Are Your Customer Service Goals? Contact Center Attrition: The Biggest Cost Driver of All.

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

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. Treat problems as sales opportunities.

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. Treat problems as sales opportunities.

First Call Resolution 40

First Call Resolution Tips Effort Score Contact Center 40

Integrity Solutions

OCTOBER 5, 2022

Customer service used to be viewed as the final link in the overall chain of customer touch points, a responsibility relegated to a department, contact center or automated attendant that would respond to complaints and (hopefully) eventually make things right. Customer Service Training and the Value of Process.

Culture 88

Culture Customer Service Customer Service Training Contact Center 88

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. One of the easiest ways to improve FCR is to make sure your agents are right for the job.

Omni-Channel 49

Omni-Channel First Call Resolution Tips Call Center 49

Storyminers

JULY 6, 2020

Barry Dalton is a Customer Experience strategy and CX technology leader with accomplishments in designing and implementing strategy and technology architecture across Marketing, Sales & Service with a particular industry focus on Consumer Products, Pharmaceuticals, Retail, and Technology.

Customer Experience 147

Customer Experience Customer Service Social Media Consulting 147

Storyminers

JULY 6, 2020

Barry Dalton is a Customer Experience strategy and CX technology leader with accomplishments in designing and implementing strategy and technology architecture across Marketing, Sales & Service with a particular industry focus on Consumer Products, Pharmaceuticals, Retail, and Technology.

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

As with any customer service, it is essential to show empathy and genuine concern for your customers’ needs and wants. Teaching empathy is crucial to improving your customer experience. One method to do this is by using customer service training videos. Different types of co-browsing. Conclusion.

e-support 52

e-support Video Contact Center Software Contact Center 52

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

Myra Golden

SEPTEMBER 2, 2015

From the memorable “Be Gumby” technique to the “Man in the desert” analogy to ideas from Disney, Starbucks, Zappos and Apple, your employees will walk away from this training with realistic ideas for improving the customer experience and the inspiration to truly commit to WOWing your customers at every touch point. “It

Customer Service 40

Customer Service How To Training Tips 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. Kuiu is a hunting gear company that has a customer focused culture.

Net Promoter Score 0

Net Promoter Score Customer Service Contact Center Infographics 0