Vonage

OCTOBER 22, 2015

Which technologies really can improve customer service? We’ve compiled the opinions of John Goodman, a leading customer experience researcher and author of Customer Experience 3.0: High-Profit Strategies in the Age of Techno Service , who shared his findings in our webinar, ‘ Customer Experience 3.0:

Technology 120

Technology Customer Service Gamification Wireless 120

Ecrion

JULY 14, 2020

People are confined to their homes due to the pandemic and your customer service team may feel like their usual avenues for connecting with customers aren’t available. The good news is we live in an age of futuristic customer service technology. Focus on Self-Service and Proactive Service.

Self Service 92

Self Service Communication Technology Customer Service 92

Comm100

APRIL 2, 2024

Here are 6 essential steps to improve CSAT and provide your customers with a superior experience. Enhance customer service training – Empathy Training: Incorporating empathy training for your customer service team is vital to increasing CSAT.

Strategy 224

Strategy How To Wait Times Customer Satisfaction 224

Bill Quiseng

NOVEMBER 1, 2023

Many CX professionals have advocated CX as strategies that explain customer journey mapping, the Peak End Rule, or innovative speed technologies among others. Let’s be revolutionary to transform CX Into CXM, customer service to customer CARE, and customer service training to an education in customer CARE or customer CARE University.

Customer Journeys 97

Customer Journeys Sports Customer Service Training Customer Care 97

ShepHyken

APRIL 28, 2024

This article includes five ways to manage the VIP experience, and of course, there’s technology, personalization, and more. While the article focuses on retail (especially e-commerce), anyone from any type of company (B2B and B2C) that has “VIP customers” will want to read this article. Loyalty and self-service round out the four.

Loyalty Programs 70

Loyalty Programs Customer Service Self Service e-support 70

Bill Quiseng

NOVEMBER 22, 2023

Many CX professionals have advocated CX as strategies such as AI, online, self-service, telephone, and face-to-face customer support, customer journey mapping, the Peak End Rule, NPS, CSAT, CES, or other CX metrics, and many innovative technologies to improvetheir customers’ experiences. CARE Magnificently!

Customer Journeys 97

Customer Journeys Self Service Customer Service Training NPS 97

ShepHyken

JANUARY 11, 2023

Most businesses today use technology to meet their customers’ needs. This comes in the form of streamlining processes, self-service customer support solutions and more. Do we invest in technology and processes that make it easy for employees? . This makes everyone – both customers and employees – happier. .

Employee Experience 128

Employee Experience Customer Experience Self Service Call Center Experience 128

CSM Magazine

NOVEMBER 2, 2023

Miami and Palo Alto, Foundever a global leader in the customer experience (CX) industry, has announced a new strategic partnership with Zenarate, the leading AI Simulation Training solution for customer-facing agents. About Foundever Foundever is a global leader in the customer experience (CX) industry.

Training 52

Training Customer Experience First Call Resolution Telecommunications 52

ShepHyken

OCTOBER 20, 2021

Technology has evolved. I was recently answering a question from a young customer service agent. One thing I suggested was that he follow up his conversation with a customer with a thank-you note. Old school technology, techniques, and practices have given way to a new way of doing business. For example: .

Fashion 152

Fashion Customer Service Training Technology Communication 152

Who's Your Gladys?

DECEMBER 10, 2014

customer experience technology Customer Service Marilyn Suttle customer service article customer service training holiday shopping' While shopping for holiday gifts, you might find yourself waiting on hold to place an order or stuck in long lines at the post office or mall.

Customer Service 166

Customer Service Tips Customer Service Training Training 166

ShepHyken

MARCH 18, 2024

2024 MarTech Predictions for a Better Customer Experience by MTC News Desk (MarTech Cube) Innovation is indeed the core of achievements, and 2024 became the symbol of the leap towards the discovery route, discovering the possibilities of the future of customer experience. They not only come back, they promote and defend you.

Customer Service 80

Customer Service Government Employee Experience Video 80

ShepHyken

JULY 4, 2023

Many people think that AI will be used to replace customer support agents – and even salespeople. They believe all customer questions can be answered digitally with AI-infused technology. So, imagine the customer service agent or salesperson using AI to help them solve problems and get the best answers for their customers.

Conference 128

Conference Customer Service Training Customer Service Study 128

ShepHyken

MARCH 15, 2021

How to Deliver Memorable Customer Experiences in a Post-Pandemic World | We Are Forever Changed by Joseph Michelli. Joseph Michelli) The art of post-pandemic experience creation will be to select relevant technology-aids accompanied by engaging human interactions and assume that COVID-19 has forever changed experience delivery.

Customer Service 129

Customer Service Customer Service Training Customer Retention Training 129

ShepHyken

SEPTEMBER 13, 2023

It was all about delivering great customer service, which was 90% of the customer experience. Today my answer is changing, as the customer’s experience goes far beyond delivering great customer service. It’s changing the way we do business. Connect with Shep on LinkedIn. Copyright ©MMXII, Shep Hyken)

Customer Experience 70

Customer Experience Customer Service Gamification Social Media 70

ShepHyken

FEBRUARY 14, 2022

Don’t miss the opportunity to create customer loyalty through an easy and hassle-free return policy. This article covers several important ways to deliver that return policy experience that fosters goodwill and gets customers to return again and again. 7 Customer Service Training Tips Every Manager Needs to Know by Justin Herrick.

Customer Service 123

Customer Service Customer Service Training Policies Loyalty 123

Forrester's Customer Insights

MARCH 27, 2024

If your approach to helping customers succeed is spread across account management, customer service, training, sales, customer marketing, etc., you’ll get a great return by consolidating it.

Customer Success 31

Customer Success ROI Customer Service Training Study 31

ShepHyken

SEPTEMBER 16, 2020

Customer service representatives save customers that are unhappy and, in many cases, ensure customers come back. Yes, there are overhead costs associated with their salaries and the equipment and technology they use. The post How Much Does It Cost to Give Great Customer Service?

Customer Service 167

Customer Service Customer Service Training Training Customer Service Representative 167

ShepHyken

FEBRUARY 24, 2021

Noah Silberschmidt is the founder and CEO of Silverstream Technologies, a company that reduces friction – not for customers, but for large oceangoing ships that move people and cargo through the seas. If the 50,000 large oceangoing vessels in the sea used this technology, there would be approximately $28 billion in fuel cost savings.

Customer Service Training 148

Customer Service Training Innovation System Technology 148

ShepHyken

DECEMBER 19, 2023

Cindy, from my office, had a customer service issue. Here are the steps she took to resolve the problem: She went to the company’s website and clicked on customer support. She answered a few questions, and once the technology identified her problem, a chatbot popped up. Connect with Shep on LinkedIn.

Omni-Channel 86

Omni-Channel Customer Centricity Company Self Service 86

ShepHyken

NOVEMBER 28, 2023

This rep had been trained and was an expert. It was easy for him, but not for someone like me who wasn’t as familiar with the technology – and hadn’t been trained like him. Learn more about Shep’s customer service and customer experience keynote speeches and his customer service training workshops at www.Hyken.com.

Advertising 86

Advertising Training Software Customer Service Training 86

TechSee

JUNE 16, 2022

As companies embrace the digitization of customer support, the new standard is much more than a phone conversation with a call center representative or a visit from a field agent. This list is an homage to the business leaders and influencers pushing the envelope when it comes to innovation in customer experience. Follow on LinkedIn.

Customer Service 251

Customer Service Contact Center Chief Customer Officer Call Center 251

ShepHyken

APRIL 26, 2021

(ZDNeT) Customer service is experiencing a renaissance, and with the right imagination, intention, and technology, it can also become a business growth engine by driving satisfaction, sales, and loyalty. Shep Hyken is a customer service expert, professional speaker, and New York Times bestselling business author.

Customer Service 134

Customer Service Loyalty Programs Social Media Contact Center 134

ShepHyken

JULY 19, 2021

While proper training can put employees on a path to success within an organization, there are many ways in which training efforts can go wasted. My Comment: Employee training (especially customer service training ) is important and essential. It costs but becomes expensive when it’s not done properly.

Customer Service 145

Customer Service Chief Customer Officer Contact Center Customer Service Training 145

ShepHyken

AUGUST 22, 2023

I wanted to discuss upgrading your current technology … Obviously, my name is not “Not Provided.” He asked for “the person in charge of technology.” Shep Hyken is a customer service/CX expert, award-winning keynote speaker, and New York Times bestselling author. I could tell the mail-merge field didn’t work.

Customer Service Training 62

Customer Service Training Customer Service Connections Sales 62

Eptica

FEBRUARY 19, 2021

In our new guest blog, customer service authority Micah Solomon explains how you can successfully build this mental muscle memory – read the full article on our parent company Enghouse Interactive’s site. You might also be interested in these posts: How to pick the right contact centre technology for your business.

Customer Service 104

Customer Service How To Customer Service Training Customer Focused 104

Who's Your Gladys?

FEBRUARY 4, 2015

Want to pass the customer service fitness test? Best practices customer experience technology Customer Service customer service performance Marilyn Suttle performance Who''s Your Gladys? Customer Service Articles customer service training'

Customer Service 100

Customer Service Exercises Customer Service Training How To 100

CSM Magazine

DECEMBER 29, 2022

Train your employees well so that they can provide excellent customer service. Train your employees well and customer service training should be an integral part of their professional development. Use the latest technology to enhance customer service.

Banking 52

Banking Customer Service Customer Service Training Customer Service Representative 52

ShepHyken

JULY 30, 2018

12 Ways To Improve A Customer’s User Experience by Forbes Technology Council . Forbes) We asked members of the Forbes Technology Council for their best tips on improving a company’s user experience. My Comment: How do you deliver a better customer experience? Why is customer service training so important?

Customer Service 78

Customer Service Customer Service Training Airlines User Experience 78

ShepHyken

JANUARY 6, 2021

Companies were forced to adopt technologies that they would have used eventually, but not for three to five more years. Overdoing any of the technologies puts a company at risk of becoming a commodity with little or no differentiation from its competitors. Companies find more ways to automate and digitize the experience.

Self Service 170

Self Service Chatbots Customer Relationship Management Customer Service Training 170

ShepHyken

NOVEMBER 28, 2023

This rep had been trained and was an expert. It was easy for him, but not for someone like me who wasn’t as familiar with the technology – and hadn’t been trained like him. Learn more about Shep’s customer service and customer experience keynote speeches and his customer service training workshops at www.Hyken.com.

Advertising 67

Advertising Training Software Customer Service Training 67

ShepHyken

AUGUST 25, 2021

Specifically, he wrote, “This is also why I have never advocated for online chat – I’ve yet to find a company that uses online chat and doesn’t have the customer repeat their story numerous times. The customer wants success, not pain.” . Yes, the customer wants success and not pain. I agree with most of that.

Average Handle Time 152

Average Handle Time Social Media Customer Service Training Customer Service 152

ShepHyken

SEPTEMBER 10, 2023

My Comment: This brief article includes the three technologies that will positively impact businesses and create a better customer experience. These three game-changers are generative artificial intelligence, conversational user interfaces, and digital customer service. Wait until you see what’s coming soon.

Customer Service 80

Customer Service Loyalty Programs Retail Loyalty 80

ShepHyken

APRIL 20, 2022

I wanted to return the phone and go back to the older technology. Eventually, my frustration forced me to call customer support. It’s the line that will turn your angry customers into loyal customers who say, “I’ll be back!” . Here is a perfect example. I had switched to a new mobile phone. It was that different.

How To 128

How To Customer Service Training Customers Customer Service 128

ShepHyken

MARCH 25, 2024

How Artificial Intelligence (AI) Is Benefiting Customer and Employee Satisfaction by John Dijulius (The Dijulius Group) AI and Machine Learning (ML) are not only here, but if it’s not already a major part of your business strategy moving forward, you may be in danger of becoming the next Kodak. Connect with Shep on LinkedIn.

Loyalty Programs 77

Loyalty Programs Hotels Customer Service Hospitality 77

ShepHyken

JANUARY 7, 2024

However, per our sneak peek at Metrigy’s upcoming research study, AI for Business Success 2024-25, 2024 will be a banner year for AI in terms of company acceptance of the technology. Shep Hyken is a customer service/CX expert, award-winning keynote speaker, and New York Times bestselling author. I agree with the title.

Customer Service 66

Customer Service Loyalty Programs Contact Center Financial 66

ShepHyken

JULY 1, 2020

Just be careful about losing the connection you have with your customers. I’ve said this before, and it bears repeating: The greatest technology in the world hasn’t replaced the ultimate relationship-building tool between a customer and a business—the human touch. In some cases, it may even be a beneficial thing to do.

Customer relationships 160

Customer relationships Self Service Customer Service Training Customers 160

ShepHyken

AUGUST 16, 2021

As a result, prized customers feel lost or ignored when they most need help using a product or measuring success. My Comment: Scaling customer service or CX is about using technology to create a better experience. My Comment: Let’s stay in the technology lane. I love the GIF’s! Follow on Twitter: @Hyken.

Customer Service 90

Customer Service Social Media Tips Multi-Channel 90