ShepHyken

JULY 19, 2021

Internal Customer Service: What You Must Know by Gabrielle Pickard-Whitehead. Small Business Trends) There are a lot of tips and customer service best practices that can be implemented within a company to develop excellent internal customer service. Follow on Twitter: @Hyken.

Customer Service 144

Customer Service Chief Customer Officer Contact Center Customer Service Training 144

ShepHyken

APRIL 26, 2021

9 New Findings from the 2021 State of the Contact Center Report by Tricia Morris. CustomerThink) Here are nine new findings from the 2021 State of the Contact Center Report which included 400 US and UK contact center and customer experience leaders. Thank you MattsenKumar!).

Customer Service 134

Customer Service Loyalty Programs Social Media Contact Center 134

TechSee

JUNE 16, 2022

At Miele, Eric is also accountable for the management of escalation departments, offline processes, e-care solutions, national call center consolidation, multi-product services, upselling / cross selling and re-defining the consumer experience. Jim Iyoob, Chief Customer Officer at Etech Global Services.

Customer Service 251

Customer Service Contact Center Chief Customer Officer Call Center 251

ShepHyken

OCTOBER 23, 2023

If you want your customers to come back, demonstrating care may be exactly what’s needed in your customer experience playbook. When customers know you care, you create an emotional connection that fosters trust and loyalty. This short article has several tips on how to get reviews, why you want reviews, and more.

Customer Service 62

Customer Service Contact Center Loyalty Tips 62

ShepHyken

NOVEMBER 6, 2023

This article tackles the topic of how to get and keep loyal customers despite the economy. There are plenty of examples and tips to get you thinking. 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.

Self Service 66

Self Service Customer Service Contact Center Loyalty 66

Stella Connect

JANUARY 28, 2022

They’re bringing their A-game, embodying your company’s brand values, and putting customers first. Here are our six tips for delivering better customer service right away. . 6 Tips for Delivering Better Customer Service. #1: Support agent growth and development. #5:

Tips 52

Tips Customer Service Effort Score Customer Service Training 52

ShepHyken

OCTOBER 1, 2023

And then there’s the second sentence: “According to a Harvard Business Review article, employee experience is the key driver of customer experience …” Then, don’t miss the fifth tip on how technology can waste a massive amount of your employees’ time. My Comment: Are you making changes in your contact center (or plan to)?

Customer Service 64

Customer Service Contact Center Average Handle Time Customer Service Strategies 64

ShepHyken

APRIL 5, 2021

Help Your Business Stand Out in 2021 With These 6 Tips by Angela Hausman. Market Maven) Here are a few tips to help your business stand out in 2021. My Comment: Here is an excellent list of six ideas to create a better customer experience. This article shares some tips that apply to most businesses. Start listening today!

Customer Service 122

Customer Service Self Service Contact Center Tips 122

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

Myra Golden

JUNE 2, 2016

Discover how to communicate assertively, create calm and take control with difficult customers by using conversational aikido. . A tip discussed in this training is “Acknowledging customer Anger” See Myra discuss this tip below in this 2-part video. Employees who struggle to bring calls to closure.

Contact Center 40

Contact Center Training Customer Service Training How To 40

Myra Golden

JUNE 2, 2016

Discover how to communicate assertively, create calm and take control with difficult customers by using conversational aikido. . A tip discussed in this training is “Acknowledging customer Anger” See Myra discuss this tip below. Employees who come across as aggressive or blunt with difficult customers.

Contact Center 40

Contact Center Training Customer Service Training How To 40

ShepHyken

MAY 24, 2021

How To Thank A Customer For Their Business | Tips, Tricks, & Budget-Friendly Ideas by Philipp Wolf. 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. Here are my top five picks from last week.

Customer Service 153

Customer Service Customer Retention Loyalty Retail 153

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

OCTOBER 26, 2020

Here’s an article filled with the stats from the ACSI (American Customer Satisfaction Index) that will give you some ratings. Customer service: Tips to make your buyers feel VIP by Gerardo Rodríguez. The State of the Contact Center in 2020 | Industry Report by Ben Ringshall. Follow on Twitter: @Hyken.

Customer Service 88

Customer Service Contact Center Customer Centricity B2B 88

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

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

ShepHyken

AUGUST 24, 2020

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. And, this is a very impressive list of thought leaders and executives.

Customer Service 84

Customer Service Contact Center Tips Chatbots 84

ShepHyken

JANUARY 31, 2022

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. Here are 10 practical tips that businesses can use to gain and maintain trust with their customers. State of the Contact Center 2022 by Fonolo.

Customer Service 64

Customer Service Contact Center Trends Loyalty 64

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 . Hire the right people, train them well and give them the tools they need to do a great job. Follow on Twitter: @Hyken.

Customer Service 99

Customer Service Contact Center Tips Chatbots 99

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

MARCH 5, 2018

The Secret Lives Of Contact Center Agents by Sally Mellinger. Sharpen) Tucked away in a hidden corner of the internet, exists a forum that exposes what it’s really like to be a contact center agent. We can learn a lot from good and bad service. The Six Cs of Loyalty Program Marketing by Rick Boubelik.

Customer Service 81

Customer Service Loyalty Programs Contact Center Chatbots 81

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

ShepHyken

MARCH 21, 2022

Our customer service research supports the theme. 59% percent of the more than 1,000 consumers we surveyed feel that customer service is worse now than before the pandemic. 5 Tips to Increase Your Customer Satisfaction in 2022 and Beyond by Wise Marketer Staff. Follow on Twitter: @Hyken.

Omni-Channel 67

Omni-Channel Customer Service Self Service Retail 67

ShepHyken

JUNE 17, 2018

4 Unexpected Tips That Will Make Your Brand Stand Out by Pia Silva. Forbes) Collected here are four brand tips that are essential to developing a brand that gets noticed, remembered, and shared and doesn’t just blend in with the competition. Four tips that will make your brand stand out. My Comment: I love this article.

Customer Service 83

Customer Service Airlines Tips Retail 83

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 86

Customer Service Contact Center B2B Guest Experience 86

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. Follow on Twitter: @Hyken.

Customer Service 83

Customer Service Net Promoter Score Airlines Contact Center 83

ShepHyken

JANUARY 29, 2018

At the end, there is a good summary of tips to improve a company’s customer service. Digital Journal) The company Conversocial is bridging the gap between the rapidly-shifting world of social and mobile channels and the world and needs of the large enterprise contact center. Great resource!

Customer Service 92

Customer Service Social Media Tips Trends 92

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

ShepHyken

SEPTEMBER 14, 2020

How to Boost B2B Customer Experience on Your Website by Chris Christoff. Business2Community) This article shares some of the most effective tips on how to boost B2B customer experience on your website. My Comment: Your website is a powerful opportunity to deliver a better customer experience. Here are a few ideas.

Customer Service 85

Customer Service Net Promoter Score eBook B2B 85

Myra Golden

MARCH 27, 2018

One of the strategies I prepared for my client’s customized training is 4 Things You Can Do To Help Your Customers Cut to the Point. While this video is tailored my customer’s specific challenges, I think you’ll get some great value out of the tips. Online Training Customized For Your Company!

Course 63

Course Training Video Contact Center 63

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

Call Center Pros

SEPTEMBER 3, 2018

And it directly impacts your center’s bottom line by improving margins, reducing churn, and turning customers into brand evangelists. Here are seven tips to excel at first contact resolution and totally satisfy your customer’s needs. Well trained agents.

Omni-Channel 49

Omni-Channel First Call Resolution Tips Call Center 49

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

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! Follow on Twitter: @Hyken.

Social Media 97

Social Media Customer Service Customer Care Insurance 97

ShepHyken

MAY 11, 2022

As a matter of fact, very few do, but when you experience the dreaded customer support call debacle, it stands out, is remembered, and shakes your confidence for the next time you have to call customer support – so much so that you might rather clean a toilet than make the call. . Here are several of my favorites from the list: .

First Call Resolution 74

First Call Resolution Customer Service Training Customers Tips 74

ShepHyken

JUNE 1, 2020

(Freshworks) From this blog, you can find out actionable workarounds for staff shortage to improve call center performance. My Comment: If you are in a customer support/contact center, then this article is a must-read. What happens when there is an increase in customers reaching out for support?

Customer Service 67

Customer Service Omni-Channel Call Center Retail 67