Playvox

NOVEMBER 1, 2022

But one thing many contact centers are missing is a remote work company policy. In our 2022 remote work study , we found that nearly all the respondents were offering hybrid or remote work arrangements, but only 34% had a policy in place to govern it. What Is A Remote Work Policy? What’s The Purpose Of A Remote Work Policy?

Contact Center 74

Contact Center Policies Guidelines Average Handle Time 74

BlueOcean

APRIL 24, 2024

This holds especially true in the world of outsourced customer service, where your vendor is literally representing your brand and your values. Here are just a few questions to get started. Does your organization have formal environmental policies and practices? This is especially true for smaller, privately-owned companies.

Contact Center 177

Contact Center Policies Effort Score Government 177

Myra Golden

MAY 23, 2021

What if you’re in the air when the customer un-masks, I wondered. Who has time to go back and forth with difficult customers? When a customer refuses to comply with the policy, that’s a bait tactic. If this is not the day for you to fly, please let me know, and we can escort you off the plane.’” . They put on their masks.

Policies 105

Policies Government Travel Training 105

Win the Customer

OCTOBER 5, 2016

It should be obvious that how you treat your customers is a vital factor in business success, yet many companies become so focused on implementing their policies and procedures that customer satisfaction can get overlooked. Here are four mistakes that can ruin your business in the eyes of its customers.

Policies 136

Policies Customer Experience Poor Customer Service Guidelines 136

Storyminers

NOVEMBER 2, 2016

Sometimes, making customer experiences better can also make the world better. ’ One way to look at it: a forced-upon-its-customers policy that requires users to contractually agree to be non-discriminatory in their selection and treatment of guests staying at their properties. Here’s how one leading brand is trying.

Policies 100

Policies Customer Experience Hospitality Insurance 100

ClearAction

NOVEMBER 25, 2017

Do Customer Experience Policies Empower Growth? Do your policies set free your customers and your employees? Policies are designed to protect, but sometimes they disintegrate — rather than protect — customer relationships. Customer policies and employee policies go hand-in-hand.

Policies 63

Policies Customer Experience Government Airlines 63

ClearAction

DECEMBER 13, 2017

Customer Centric Sales & Service Policies Lynn Hunsaker. For example, think of Zappos and LL Bean: for their customer-centric sales and service policies, they’ve earned widespread admiration among customers, as well as among executives across a variety of industries who’ve sought to learn from them.

Policies 54

Policies Customer Centricity Sales Entertainment 54

InMoment XI

JANUARY 30, 2024

Did you know that 92% of CEOs agree that customer experience (CX) improvements have a direct impact on their bottom line? It’s clear that a customer experience program is no longer a luxury, but a necessity. Consumers are more likely to become repeat customers if they have great experiences.

Customer Experience Management 295

Customer Experience Management Software Customer Experience Management 295

InMoment XI

OCTOBER 21, 2021

Recently, a client asked me what we at InMoment thought defines a “customer interaction,” as there had been some debate on the subject within his team. Quickly, we were asking ourselves not only about the characteristics of an interaction, but beyond that, what falls under the larger umbrella of customer experience?

Interaction 482

Interaction Customer Experience Ecommerce Customers 482

Myra Golden

MAY 14, 2021

I’ve had customers snatch the complimentary mask out of my hand and throw it on the floor. Many customers don’t acknowledge me when I politely tell them to wear a mask. Your employer must have a clear mask policy. Without a clear mask policy, customers will take liberties, argue, and you’ll be frustrated.

Policies 66

Policies Transportation Training Interaction 66

CSM Magazine

MAY 25, 2022

A lone worker policy is an official written document that outlines the dangers that are experienced by lone working personnel as well as the duties of both the employer and employee in ensuring that lone workers may operate in a safe environment. Why Is It Necessary for Me to Have a Policy for Lone Workers? Simple Is Best.

Policies 52

Policies Training Course Customers 52

CSM Magazine

JULY 20, 2023

As organizations embrace the benefits of remote and on-site work, it becomes essential to establish a robust hybrid work policy. Keep reading to learn the key considerations and best practices for developing a comprehensive hybrid work policy that promotes employee well-being, collaboration, and performance.

Policies 40

Policies Culture Guidelines Communication 40

InMoment XI

APRIL 11, 2022

So what can these brands do to get ahead of customer expectations? The key is to dive into your customer data. Tip #1: Rethink the Digital Customer Journey. Now that the “new normal” is underway, e-commerce brands should rethink the digital customer journey. Tip #2: Invest in Customer Care. And we’re here to help.

Tips 493

Tips Data Customer Experience Roadmap 493

Talkdesk

SEPTEMBER 29, 2020

One simple data breach can easily expose sensitive information, damaging either your relationship with customers, your reputation or both. Security should be a top priority for all aspects of contact center operations, from the way agents access customer support systems to how and where customer data is stored.

Contact Center 82

Contact Center Policies Return on Investment ROI 82

CSM Magazine

NOVEMBER 11, 2020

With so much data being exchanged and collected by all sorts of companies while people are surfing the Web, the importance of Privacy Policies are becoming more evident to everyone. Let’s explain what Privacy Policies are encompassing and why it’s important to read these important documents. What is a Privacy Policy?

Policies 52

Policies Social Media Measurement Data 52

Steve DiGioia

OCTOBER 29, 2015

So like a good customer you mention this to your salesperson or hotel front desk agent, expecting a quick resolution to your seemingly reasonable request. Either way, something about the product or service you paid for did not live up to your expectations, or to the advertised sales literature.

Policies 80

Policies Company Hotels Advertising 80

Talkdesk

DECEMBER 2, 2019

Though it wasn’t visible to arriving customers, it was visible to my manager — and he did not approve! With less disciplined agents, you run the risk of personal cell phone use happening while a customer interaction is taking place. Do nothing — It’s akin to not having a sick leave policy. Document and disseminate the policy.

Policies 56

Policies Call Center Contact Center Guidelines 56

Knowmax

JULY 31, 2020

Simplify Customer Service Policies With Advance Knowledge Management.

Policies 52

Policies Customer Service Management Customers 52

Kayako

MAY 13, 2022

In recent years, the rise of social media put the customer in charge of the brand conversation. As e-commerce and demand for online help expands, companies have to meet and exceed new expectations to keep customers satisfied. Fortunately, customers also like to help themselves. What Is Customer Self-Service?

Self Service 275

Self Service Knowledge Base e-support Policies 275

Oracle

JULY 30, 2018

When it comes to your company’s return policy, when is it time to say that enough is enough? a customer experience podcast series, hosts and CX experts Joey Coleman and Dan Gingiss discuss the unique ways that brands deal with customers who take advantage of their return policies. Major monetary losses. ”

Policies 40

Policies Rewards Programs Retail System 40

Alida

JULY 29, 2021

Since everyone can, in an instant, compare companies on all things related to the customer experience , delivery time, customer service, return policies, and even branding are included in the decision process.

Customer Experience 246

Customer Experience Policies Customers Brands 246

CX Accelerator

NOVEMBER 7, 2023

Surely customer support could help me sort this out. It was incredibly distressing to encounter a customer service representative who clearly couldn’t care less if I ever left my house again. Give inconsistent or incorrect answers to customers. 10) shut down customer support channels for cost rather than customer choice.

Customer Centricity 316

Customer Centricity Company Airlines Net Promoter Score 316

Zeisler Consulting

APRIL 16, 2024

Some of your Customers are idiots. Self-deprecation aside, the much-more-straight-faced point I’m making here is that we as brands need to develop our systems for the lowest-common-denominator Customer. I don’t mean to treat our Customers like idiots, but…well, kind of to do that, yeah.

Contact Center 93

Contact Center System Policies Customer Centricity 93

Customer Enthusiast

DECEMBER 8, 2017

And while it has nothing to do with policies, protocol, or signage, it has everything to do with desire. Order Delight Your Customers: 7 Simple Ways to Raise Your Customer Service from Ordinary to Extraordinary by Steve Curtin or purchase from select retailers, including Barnes & Noble.

Policies 40

Policies Study Retail Customer Service 40

ShepHyken

NOVEMBER 7, 2023

Over the years, I’ve observed customer behavior, and some of my conclusions were confirmed by my customer service and CX research, known as the Achieving Customer Amazement Study (sponsored by Five9 ). In one of my podcast interviews, someone mentioned Maslow’s model and thought a similar model could be created for customers.

Policies 94

Policies Meeting Customer Service Training Customers 94

Comm100

OCTOBER 26, 2022

To improve customer service, there’s only one place every company should start – meeting customers’ expectations. Today’s consumers have ever-changing and ever-rising customer service expectations, and organizations must meet these expectations if they are to continue growing their business. SLA policies.

Customer Service 130

Customer Service Policies Knowledge Base Social Media 130

The DiJulius Group

OCTOBER 21, 2014

Policy can kill your brand – Policy is a bad word. Customers hate hearing the words, “Our policy is…” and even worse, employees love to use it as a crutch. One of the biggest contributors to the Customer service crisis is management’s paranoia that Customers are out to take advantage of them.

Policies 63

Policies Brands Loyalty Customer Service 63

Steve DiGioia

JANUARY 18, 2021

And how does this affect the customer experience? The McDonald’s Hot Coffee Case and the Customer Experience. “In McDonald’s corporate policy was to serve it at a temperature that could cause serious burns in seconds. The Company Best Practices Don’t Match the Customer’s Needs. Here is the back story….

Customer Experience 298

Customer Experience Policies Customers Report 298

Zeisler Consulting

MARCH 19, 2024

I wrote recently about how the term “representative” can take on a different meaning depending on whether you consider your front-line agents as representatives of you as a brand, or of your Customers as they navigate your systems. At every point, all I got from the folks on the phone was a reiteration of the company’s policy.

Policies 93

Policies Hospitality Brands System 93

CSM Magazine

JANUARY 31, 2024

The market dynamics are in constant development as more personalized services that suit the customers’ needs and provide all kinds of flexibility are being prepared. This shows that customer engagement and experience matter, too, while selling policies. Why is customer experience an important part of insurance companies?

Insurance 59

Insurance Industry Self Service Customer Service 59

Ecrion

MARCH 19, 2019

The world is changing, technology is changing, the wants and needs of your customers are changing, why not change your policy management system? One of the primary objectives for your company should be to improve interactions with your customers. By doing so, you increase customer satisfaction.

Policies 40

Policies Insurance System Self Service 40

Steve DiGioia

JUNE 26, 2023

We have studied ways to best serve our customers ad nauseam. We use numerous metrics to gauge customer sentiments. We sit through seminar after seminar to learn the latest tactics to enhance the customer experience and spend thousands of dollars on certification courses signaling to our peers our “expertise”.

Customer Centricity 195

Customer Centricity Course Culture Metrics 195

BirdEye

APRIL 17, 2024

In a landmark move aimed at bolstering transparency and trust, YouTube has introduced a mandatory policy requiring creators to disclose the use of AI-generated content in their videos. The policy helps viewers distinguish between AI-generated fiction and reality, safeguarding the authenticity of content consumed online.

Policies 63

Policies Social Media Video Guidelines 63

AWS Machine Learning

OCTOBER 30, 2023

Amazon Bedrock is a fully managed service provided by AWS that offers developers access to foundation models (FMs) and the tools to customize them for specific applications. Customers are building innovative generative AI applications using Amazon Bedrock APIs using their own proprietary data.

Policies 127

Policies Groups Resources Connections 127

Helen Dewdney

APRIL 6, 2019

Online retailer tackles perceived abuse by online customers. ASOS has changed its returns policy. In a move that some might consider to be customer unfriendly, it has made significant changes to its returns policy. It hits out at serial returners and customers who wear something once and then return it.

Policies 40

Policies Social Media Fashion Retail 40

CSM Magazine

MARCH 25, 2024

“The customer is always right” is a timeless phrase. But if your customer is being unreasonable, or worse, abusive, should you simply hang up? Contact center agents are on the frontline of customer interactions, representing the face—or rather, the voice—of a company. Here we explore this complex issue.

Policies 52

Policies Call Center Exercises Contact Center 52