Integrity Solutions

SEPTEMBER 28, 2023

Today, the organizations that are delivering a superior customer experience are proving just how outdated that perspective is. Their emphasis customer service training delivers end-to-end service excellence that is driving strong loyalty, competitive differentiation and direct revenue generation.

Customer Service Training 110

Customer Service Training Training Customer Service Contact Center 110

Stella Connect

NOVEMBER 29, 2021

2: Increasing First-Call Resolution Rate . Take a minute and think about the last time you had to reach out to a brand multiple times before customer service resolved your issue. More likely than not, it was a frustrating, time-consuming experience and not in line with today’s customer expectations.

Meeting 84

Meeting First Call Resolution Poor Customer Service Effort Score 84

ShepHyken

OCTOBER 11, 2021

And, it’s not about being “over-the-top,” but simply doing what customers expect. The topics covered include quick response times, providing self-service options, different ways customers can communicate with you (phone, email, chat, text, etc.), and solving the problem on the first call (known as first call resolution).

Customer Service 72

Customer Service Hospitality Rewards Programs Self Service 72

Integrity Solutions

OCTOBER 27, 2021

It’s smart business, too, considering 90% of Americans use customer service as a factor in deciding whether or not to do business with a company. Just as significant, 96% of customers say customer service is important in their choice of loyalty to a brand. What Is Excellent Customer Service?

Customer Service 67

Customer Service Self Service Banking Culture 67

Stella Connect

DECEMBER 15, 2021

When brands treat customers as their biggest advocates, they have the potential to drive meaningful results, as illustrated by the fact that WoM marketing produces roughly $6 trillion in consumer spending each year. #2: 2: Personalization isn’t just a nice to have—roughly half of customers expect personalized experiences. .

Trends 75

Trends Poor Customer Service Consumers Social Media 75

Stella Connect

JANUARY 25, 2018

If you want to make customer service your primary loyalty builder and revenue driver , you can’t rely solely on internal definitions and measures of service quality. How brands should respond. We describe how the process works in our recent eBook, “ Doing Contact Center QA the Right Way.”).

Self Service 40

Self Service Trends Customer Service Contact Center 40