InMoment XI

MAY 4, 2023

Read a blog by Phil Sager, Expert Partner and Daniel Moellerhenn, Expert Partner, Bain & Company, speakers at the XI Forum in Cologne on June 13 & 14 Reports of record inflation, ongoing labor constraints, rising capital costs, and other macro trends are ongoing and have compounded in unique ways.

Strategy 295

Strategy Customer Experience How To Loyalty Programs 295

ShepHyken

FEBRUARY 12, 2024

While AI and technology can streamline interactions and provide insights, the human touch, empathy, and personalized support remain essential in creating meaningful customer connections. Integrating technology with human support can enhance the overall customer experience.

Self Service 149

Self Service Contact Center Customer Service Representative Healthcare 149

Experience Investigators by 360Connext

FEBRUARY 1, 2022

Without buy-in , CX leaders are less likely have collaboration with other departments in the organization, which was confirmed in GetFeedback’s State of CX Report for 2022. Without action , customer experience becomes a nice platitude, but not a path to greater success. And How Much Should You Invest?

Customer Experience 376

Customer Experience Net Promoter Score Customer Experience Management Feedback 376

Answer Dash

JUNE 12, 2018

Customer expectations are at an all-time high, according to the Salesforce State of the Connected Customer report, released this week. Vala Ashfar, Chief Digital Evangelist at Salesforce, states: “In 2018, technology is more ingrained in the customer experience, and trust has moved to the forefront of consumer minds.”

Customer Expectations 61

Customer Expectations Report Self Service Customer Service Representative 61

Experience Investigators by 360Connext

DECEMBER 14, 2021

It also means considering how to inform customers about new rules or options. This is especially important to consider for your frontline workers like cashiers, customer service representatives, and customer success managers. Look ahead with a focus on the big picture.

Customer Experience 372

Customer Experience Customer Journeys Airlines Customer Service Representative 372

Experience Investigators by 360Connext

JANUARY 18, 2022

But when Pat thinks back on the year since their onboarding training, they reflect that… They’ve never seen actual customer feedback. Some reports and numbers are reported company-wide, but since Pat doesn’t interact directly with customers, they’ve never actually heard the customer’s “voice” or followed their stories.

How To 378

How To Customer Journeys Culture Training 378

Kustomer

MARCH 14, 2022

Live chat allows customers to effortlessly communicate with customer service representatives in real time, without having to leave the platform they are already doing business on. And chat does a great job of delivering this effortless quality customer service experience. Download the report here.

Consumers 98

Consumers Self Service Chatbots e-support 98

Happy or Not

OCTOBER 2, 2023

This contributes to employee retention, which helps the company grow its customer base by attracting new customers. 5 benefits of an engaged customer service representative Front-line employees are often your company’s face and voice, and their engagement level can significantly impact your business.

Customer Service Representative 36

Customer Service Representative Customer Satisfaction Competitive Advantage Employee Engagement 36

InMoment XI

FEBRUARY 12, 2024

After her most recent purchase, she reported that she was “extremely dissatisfied” with her experience in a transactional customer experience survey. If you were to just stop there, you wouldn’t know why she was dissatisfied.

Effort Score 260

Effort Score NPS Net Promoter Score ROI 260

CSM Magazine

APRIL 17, 2024

Introduction to Proactive Customer Service Proactive customer service is all about shifting the focus from merely responding to customer issues as they surface to preventing such issues from occurring in the first place.

Customer Service 52

Customer Service Self Service Return on Investment Social Media 52

Kayako

MAY 13, 2022

Self-service Customer Portal, also known as a service desk portal: where customers can access their account and take action. Tech glitches and poor user interface (UI) are frustrating to customers, so it is important to provide a frictionless experience to quickly complete their tasks.

Self Service 275

Self Service Knowledge Base e-support Policies 275

Interactions

JUNE 8, 2023

Implementing these approaches can aid businesses in fostering a customer-centric culture centered around exceptional customer service. Allocating resources for employee training and development can enable businesses to offer unparalleled customer service.

Customer Service 62

Customer Service Exceptional Customer Service Omni-Channel Customer Service Representative 62

NICE inContact

OCTOBER 3, 2016

In July of 2016, inContact conducted a survey of more than 500 Customer Service Representatives (CSRs) to gather insights about their workplace environment, motivators and challenges. This deep dive study provides a glimpse into working on the front lines of the customer service industry.

Comparison 206

Comparison Customer Service Representative Contact Center Call Center 206

CSM Magazine

FEBRUARY 16, 2023

These roles involve interacting directly with customers or clients to provide advice and assistance. Customer Service Representative (CSR) Customer service representatives provide customer support to help customer needs and concerns.

Examples 52

Examples Customer Service Representative Hospitality Exercises 52

Playvox

MAY 26, 2021

Are your customer service representatives (CSRs) cross-selling and upselling relevant products and services to your customers? If they aren’t, you’re missing out on a great opportunity to offer a better customer experience and generate extra revenue. Emphasize Educating, Not Selling.

Contact Center 92

Contact Center Customer Service Representative Culture Metrics 92

CSM Magazine

DECEMBER 13, 2023

Lack of Cross-Sell and Upsell Capabilities This gap involves using strategies that integrate sales opportunities into customer interactions. Here’s how you can bridge this gap: Provide comprehensive training for customer service representatives that focus on cross-selling and upselling.

Customer Service 52

Customer Service CRM Call Center System 52

Call Experts

APRIL 8, 2024

As a result, for those looking to ensure seamless operations and superior customer service, many companies are deciding to use a call center for utilities as it has proven itself to be quite a powerful tool. Data-Driven Insights Modern call center technology provides valuable analytics and reporting capabilities.

Contact Center 52

Contact Center Self Service Multi-Channel Customer Service 52

Wired and Dangerous

DECEMBER 1, 2020

Customers have changed! Research shows their expectations for customer service have increased significantly in the last 12 months. Forbes reports that 73% of companies with above-average customer experience perform better financially than their competitors.

Customer Experience 136

Customer Experience Sports Customer Service Representative Customers 136

Comm100

DECEMBER 8, 2020

They are assistants that take over and automate your online conversations with customers. They have the conversations your customer service representatives would have at a fraction of the normal time and cost. For instance, 8 out of 10 customers report engagement with a chatbot as positive.

Chatbots 134

Chatbots Customer Satisfaction Customer Service Representative Social Media 134

GetFeedback

JANUARY 7, 2019

Especially when it comes to customers’ inclination to choosing live chat for support. Slow response times are reported as one of the top 3 reasons why customers leave a company’s website. A good solution is to roll out live chat customer service slowly over a course of time.

Customer Service 225

Customer Service Feedback Resources Survey 225

Lumoa

MAY 19, 2020

In 2014, Peter Kriss of the Harvard Business Review reported that happy customers spend up to 140% more than those who had a negative experience. Perhaps you might consider hiring more customer service representatives before investing in CRM software or a multi-channel servicing strategy.

How To 259

How To Multi-Channel Return on Investment Strategy 259

Team Support

OCTOBER 4, 2022

A customer can expect everything from the ordinary to the seemingly impossible. But whether or not a customer is asking you to take them to the Moon or provide a simple reporting apparatus, your business needs to be able to meet their expectations in at least some manner, or risk the consequences.

Customer Expectations 126

Customer Expectations Strategy Management B2B 126

NICE inContact

OCTOBER 5, 2016

In July of 2016, inContact conducted a survey of more than 500 Customer Service Representatives (CSRs) to gather insights about their workplace environment, motivators and challenges. This deep dive study provides a glimpse into working on the front lines of the customer service industry.

Telecommunications 185

Telecommunications Policies Financial Customer Service Representative 185

SurveySparrow

JUNE 30, 2023

Their goal is to turn negative experiences into positive ones, leaving customers satisfied and confident in the brand. Data Analysis and Reporting: With data as their ally, customer experience specialists analyze customer feedback, behavior patterns, and satisfaction metrics to gain actionable insights.

Customer Experience 52

Customer Experience Customer Journeys Self Service Customer Centricity 52

Comm100

JANUARY 19, 2017

Did your customer waste an excessive amount of time talking to several representatives to solve a seemingly simple issue? Strategic management consulting company, McKinsey, reported that 70% of buying experiences are based on how the customer feels they are being treated. Customer Service Representative.

Examples 219

Examples Customer Service Representative Customers Customer Service 219

NobelBiz

OCTOBER 31, 2023

Our tools empower call centers to harness the potential of data analytics, ensuring decisions are data-driven and customer-centric. Real-time Monitoring and Reporting Nobelbiz’s solutions allow for real-time monitoring of customer interactions.

Call Center 104

Call Center Contact Center Software Contact Center Social Media 104

ShepHyken

MARCH 16, 2018

This week we feature an article by Marlene Caroseli who shares some great activities and questions to help customer service representatives improve their service and make the customers experience better. – Shep Hyken. Chip Bell is known for helping organizations create a customer-centric culture.

Customer Service Representative 76

Customer Service Representative Customer Centricity Exercises Customers 76

CSM Magazine

JUNE 14, 2022

Customers can forget passwords or be exposed if a cybercriminal releases their password in a data breach can leave customer accounts wide open to exploitation. And it shows – over the past four years alone, identity theft reports have more than doubled, and general fraud reports have nearly quadrupled.

Wireless 52

Wireless Customer Service Representative Government Banking 52

CSM Magazine

DECEMBER 7, 2022

Those points can be customer call satisfaction rate, call abandonment rate, the average time in queue, speed of answer, call resolution rate, average call duration, percentage of calls blocked, and escalation rate. Get a detail of reporting and analytics, as it is a vital feature that helps a business to reach its required development.

Contact Center 52

Contact Center Abandon Rate How To Poor Customer Service 52

Kustomer

NOVEMBER 2, 2022

This omnichannel strategy (when businesses are open to communicate across multiple platforms) also helps to build a relationship with the customer through brand awareness and maintaining customer loyalty. 81% of consumers report that they appreciate proactive support. Proactive Support.

Customer Service 98

Customer Service Omni-Channel Social Media Customer Expectations 98

Experience Investigators by 360Connext

NOVEMBER 2, 2021

Customer Service Blueprinting. Designing customer feedback strategies. Prioritizing improvements along the customer journey. Aligning the right Customer Success Manager or Customer Service Representative with the right customer.

Customer Journeys 375

Customer Journeys Culture B2B B2C 375

ShepHyken

APRIL 8, 2019

Customer Experience Mistakes That Can Ruin Your Business by Nate Vickery. CustomerThink) The Customers 2020 Report states that by the year 2020, customer experience will take its rightful place as a key brand differentiator. How to Engage Remote Customer Service Teams by John Ernsberger.

Customer Service 101

Customer Service Hotels Hospitality Government 101

TechSee

JANUARY 21, 2020

According to a recent survey of consumers who canceled contracts with companies in the previous 24 months, almost 40% cited poor customer service as the primary reason for cancellation. A large number of respondents specified a negative experience with the customer service representatives themselves as their reason for leaving.

Contact Center 124

Contact Center Effort Score Knowledge Base Call Center 124

CSM Magazine

JANUARY 13, 2022

According to a report by UPS, Generation Y or millennials, some of the largest consumers in the world, consider social media a part of their shopping experience. So, you must train your customer service agents to use the right tone of voice. Also, your customer service representatives may not be available all the time.

Customer Service 52

Customer Service Social Media Customer Service Representative Insurance 52

Magellan Solutions

JUNE 3, 2021

Survey scanning and reporting. Printing and mailing services. Statistical reporting. Customer attitudes and expectations surveys. Customer trust / loyalty / retention analysis surveys. Customer service surveys. Customer service representative (CSR) surveys. Resource planning.

Survey 52

Survey Industry Data Analysis 52

Magellan Solutions

APRIL 19, 2023

Customer experience is a key aspect for companies trying to increase sales, satisfaction, and referrals. In 2022, the State of the Connected Customer surveyed almost 17,000 consumers globally and reported that 88% of them consider the experience a business offers to be as vital as its products and services.

Insurance 98

Insurance Industry Customer Service Competitive Advantage 98

Call Experts

NOVEMBER 19, 2020

Customers expect a certain level of customer service set by a few industry leaders (like Amazon and Airbnb). To maintain the best experience for your customers, train, coach, and keep your customer service representatives updated with all details to ensure outstanding performance.

Call Center 98

Call Center Contact Center Metrics Customer Service Representative 98