Inside Customer Service

MAY 19, 2022

It started as a typical, busy Wednesday. I came back refreshed. Tired employees find it hard to build rapport with a customer. Exhausted employees struggle to focus. All that makes it hard to solve customer problems and retain their business, which is the primary job of most customer service teams.

Social Media 130

Social Media Start-ups Customer Service 130

Inside Customer Service

JULY 14, 2022

An employee who worked for another department was sometimes loaned to my team. This was a great employee. She was recently recognized as the employee of the month. I wanted to believe this was a simple error, so I shared the report with the employee's boss. Our director intervened and the employee kept her job.

Customer Service 225

Customer Service 225

Uniphore

AUGUST 6, 2021

These are some of top contact center pain points driving employee disengagement today. In our webinar, What Your Call Center Agents Rant About on Social Media , we went beyond the annual Voice of the Employee survey to explore how agents really view the contact centers they work in—and why they’re leaving at an alarming rate.

Contact Center 246

Contact Center Social Media Artificial Intelligence Voice of the Employee 246

Inside Customer Service

DECEMBER 30, 2021

An employee approached us. This is the wrong line," said another employee “You need to be in that line,” pointing back to the line we just came from. "We Confused, we started going back to the first line when a third employee intervened. "No, The comedy club employees were just giving out misinformation.

Customer Service 147

Customer Service Sales Retail Start-ups 147

ECXO

MARCH 15, 2024

In the dynamic and ever-evolving world of customer experience, there are countless possibilities and challenges that businesses need to tackle. By taking proactive steps to avoid them, you can create a customer experience that will delight your customers and keep them coming back for more! The second sin is a lack of personalization.

Customer Experience 95

Customer Experience Net Promoter Score VOC Innovation 95

Bill Quiseng

NOVEMBER 6, 2021

And the very bad news is that some customers don’t come back as they seek alternatives that they think will be as good as you but might be less expensive. And they will be coming back again and again, happily raving to others along the way. But the bad news is that your customers also didn’t rave about you to others. Care for them.

Customer Service 174

Customer Service Customer Experience 174

DMG Consulting

APRIL 8, 2024

Workforce management (WFM) solutions remain essential contact center productivity tools, but today they are as important for improving the customer experience (CX), and the newest generation of applications also help to boost employee engagement. But this is just the start of many innovations being introduced into the WFM market.

AI 48

AI Contact Center ML Artificial Intelligence 48

Zendesk

MARCH 18, 2024

It is a known fact that the employee experience drives the customer experience. Without employees to build the products, sell the products, service the products, or deliver the services, you have no customer experience. My favorite conversations happen with employees because they call it as they see it. Seriously, their words.

Customer Experience 52

Customer Experience Touchpoint Customer Feedback CX 52

Taylor Reach Group

SEPTEMBER 3, 2021

After several months of remote working – a workstyle many contact center leaders would have deemed impossible to implement a year and a half ago – employers are finding it difficult to lure staff back into the office. Reduced wages encourages employee turnover, regardless of work style.

Contact Center 139

Contact Center Start-ups Technology Technology 139

Fonolo

FEBRUARY 14, 2023

Let’s face it; repetitive taskwork is tedious and leads to employee burnout. They are becoming increasingly popular in contact centers and are one of the first AI-assisted tools many businesses try. The best call-back software is omnichannel and flexible, allowing customers to schedule their preferred call-back time from any device.

Contact Center 135

Contact Center Artificial Intelligence AI Machine Learning 135

Intercom, Inc.

JULY 2, 2020

There’s no point in answering a customer’s question one day, only to have them come back unsatisfied a week later. . This is Scale , Intercom’s podcast series on driving business growth through customer relationships. Companies are waking up to a new reality – one that recognizes good support is good business.

Construction 253

Construction Start-ups Business Growth Customer Loyalty 253

Experience Investigators

DECEMBER 15, 2023

Yet if employees, partners, and others only hear about customer experience as a one-time or even once-per-year thing, how are they supposed to really understand and see its possibilities? It’s part of their internal communications and employee engagement rhythm. When was the last time you shared this with your employees?

CX 110

CX Customer Experience Customer Journey Map Net Promoter Score 110

Shep Hyken

DECEMBER 28, 2022

And if you’re not available, go back and read No. And if you’re not available, go back and read No. Treat employees the way you want customers to be treated. How employees are treated will be felt on the outside by customers. . Give back to your community or contribute to a cause. Manage the first impression.

Customer Service 119

Customer Service Sales Customer Experience 119

Fonolo

OCTOBER 26, 2022

On the floor, agent motivation is the desire to answer calls, help customers, and further business objectives. Impeccable customer service and experience? To get a real sense of how things are going, don’t just look at your customers; look at your agents. If they’re motivated, your customers will likely feel satisfied.

Contact Center 142

Contact Center Education Start-ups Customer Satisfaction 142

Shep Hyken

JANUARY 4, 2023

Regardless of the type of business you’re in (B2B, B2C, B2B2C), everyone is a consumer. Companies Will Focus as Much – Maybe More – on Employees as They Do on Customers – With the employment issues that many companies are experiencing, we must do as much for our employees, if not more, than we do for our customers.

Customer Service 124

Customer Service Customer Experience B2C B2B 124

Fonolo

NOVEMBER 29, 2022

FACT: According to Zippia, only 48% of employees surveyed believe their company’s leadership abilities are “high-quality”. FACT: According to Zippia, only 48% of employees surveyed believe their company’s leadership abilities are “high-quality”. Determine what your employees think of your leadership skills with an anonymous survey.

Contact Center 126

Contact Center Net Promoter Score Sports Gaming 126

Lumoa

APRIL 28, 2024

Every interaction with your business has the power to build or damage the relationship with your customer – and can directly impact your revenue. 78% of customers have backed out of a purchase due to a poor customer experience (CX). The pressure is rising for businesses to step up their CX game.

Sentiment Analysis 83

Sentiment Analysis Compliance AI Social Media 83

Fonolo

FEBRUARY 14, 2023

By automating these simple tasks, you can lighten the load for your call center employees so they can focus on tackling more complex issues, like customer care. With improved call center performance comes lower operations cost, which you can leverage to better your business. Still unsure where to go from here?

Contact Center 142

Contact Center Omnichannel CRM Sentiment Analysis 142

Steven Van Belleghem

SEPTEMBER 24, 2023

Customer anthropology I had to think back to that story, when I recently learned that Brian Chesky, the CEO of Airbnb does something very similar, trying to understand the customer by going into the field and “becoming” the customer. But in 10% of the cases, he was truly disappointed. He performed some kind of radical customer anthropology.

Customer Experience 109

Customer Experience 109

Fonolo

SEPTEMBER 20, 2022

Though newer agents may not have all the essential soft skills required right away, you can provide training to help them improve and become top-performing call center employees in no time. . Effective, respectful communication towards customers and other employees. Essential Call Center Soft Skills.

Scorecard 141

Scorecard Contact Center Gaming Start-ups 141

Intercom, Inc.

JUNE 9, 2021

We want to give our employees the best possible start to their Intercom careers. At the start of March last year, as the scale of the threat became more apparent, we realized we had to transition our in-person employee onboarding experience to a completely virtual program – within three days. We all laughed. .

Gaming 253

Gaming Engineering Start-ups Sales 253

Customer Think

OCTOBER 27, 2021

Bringing those employees back into the office after so long at home is not going to be an easy feat for a business. Photo by Pexels, CC0 1.0 During the pandemic, many people have had to work from home and companies have had to let thousands of people go in their roles. There are going […].

144

144

Fonolo

MAY 11, 2022

It’s become the foundation upon which companies practice their businesses. Creating a Customer Service Strategy That Drives Business Growth. You don’t need to go to Apple or Amazon for a standout shopping experience; authentic interactions can be won by local businesses or even non-profit organizations.

CX 91

CX Non-Profits Education Contact Center 91

Beyond Philosophy

DECEMBER 7, 2023

He had a lot of interesting insights in terms of the interface between AI and human employees. How Quickly We Get Used to New Technology One of the things Tom said was back in the 90s, we didn’t buy everything online or on our phones. Another thing Tom said was that people use employees now to help in the Customer Experience.

AI 89

AI Customer Experience Start-ups Education 89

Shep Hyken

SEPTEMBER 8, 2021

One of the favorite chapters I wrote in my recent book, I’ll Be Back: How to Get Customers to Come Back Again and Again , was about why customers would terminate their relationship with you. I’ve encountered front-line employees in customer support and sales positions who should never have been put on the front line.

Social Media 141

Social Media Customer Service Sales Customer Loyalty 141

Fonolo

DECEMBER 6, 2022

Entrepreneur and CRM expert Bobby Darnell describes business development as a “contact sport.” Call center development is an essential subset of any overall business development plan. But the bigger picture should be call center development for your staff and business. He’s right! You can’t passively improve a call center. .

Contact Center 142

Contact Center Net Promoter Score Customer Satisfaction Sales 142

Beyond Philosophy

MARCH 15, 2024

Most think a customer crisis isn’t going to happen to them or that they will be able to manage it when it does with their business-as-usual approach. They have it in a binder on a shelf back by the disconnected fax machine, just above paper files and right next to their Blackberry charger. Do you have a comprehensive approach?

Start-ups 89

Start-ups Customer Relationship Customer Service Customer Experience 89

Fonolo

AUGUST 10, 2021

Ultimately, if customers don’t have a good experience, they’re likely not going to call back. That’s great news because your current customers are the most affordable marketing resource you can tap into — loyal customers are more likely to tell their network to buy from your business. The Secret Sauce for Increasing Customer Happiness.

Contact Center 167

Contact Center Customer Service Social Media Start-ups 167

Lightico

DECEMBER 26, 2021

The needs of insurance employees have radically changed — and they’re not going back to the old normal. A recent CIO survey by Gartner shows that 64% of employees are now able to work from home, and 40% already are. A recent CIO survey by Gartner shows that 64% of employees are now able to work from home, and 40% already are.

Compliance 98

Compliance Sales Contact Center NPS 98

DMG Consulting

JANUARY 1, 2024

The Report explores how workforce engagement management (WEM) suites are transforming into next-gen platforms that support the increasingly complex and varied requirements of contact centers and all other customer-facing departments that leverage them to improve the customer experience (CX), employee experience (EX), and productivity.

Contact Center 59

Contact Center Artificial Intelligence AI Actionable Insights 59

DMG Consulting

APRIL 8, 2024

The difference is that customer expectations, employee requirements, and contact center dynamics are much more sophisticated and complex than in the past, driving the need for intelligent, adaptable, automated, and real-time-centric WFM capabilities.

Contact Center 62

Contact Center Artificial Intelligence Engineering Innovation 62

Lumoa

OCTOBER 24, 2023

Happy customers are satisfied customers who will return to help your business. Happiness-Contributing Experiences: Create and deliver meaningful and life-enriching products and services that make customers and employees feel empowered. Customer Experience (CX) hinges upon customers’ sentiments.

Net Promoter Score 83

Net Promoter Score Customer Experience NPS Healthcare 83

Fonolo

DECEMBER 15, 2022

But the question is: what does that next level look like for your business? Call center leaders are always looking for ways to take their operations to the next level. That all depends on the goals your contact center sets. Success will look different for every organization. The first step is deciding where to focus your efforts.

Contact Center 138

Contact Center Mystery Shopper Technology Technology 138

Lumoa

MARCH 9, 2023

Let me give you a real-life scenario of how it works in general. Customer empathy is at the heart of Lush’s approach to building trust with its customers. By understanding that their customers care deeply about the products they buy and how they are created, Lush has taken steps to address these concerns.

Customer Experience 169

Customer Experience Social Media Manufacturing Gaming 169

Comm100

JANUARY 23, 2023

With economic uncertainty ahead, some organizations are asking employees to make do with fewer resources, while others are increasing CX investment. It has been called The Great Resignation, The Big Quit, and other names to describe what seemed like a mass exodus of employees. It turns out employees weren’t quitting work altogether.

Customer Experience 120

Customer Experience AI Outlook CX 120

DMG Consulting

MARCH 27, 2024

In some instances, virtual currency is being used to incentivize agents to meet business needs, a welcome improvement from past practices that forced employees into working undesirable hours. The pace of innovation in the WFM market is rapid and picking up momentum as this IT sector’s size and opportunity grows.

Contact Center 59

Contact Center Artificial Intelligence Innovation AI 59

Fonolo

MAY 27, 2021

Employee feedback is critical for businesses who want to understand their employees’ opinions and attitudes towards work, and improve their business policies and processes. Measuring engagement through surveys allows for employees to feel heard. That’s why agent engagement surveys are so important.

Construction 136

Construction Technology Technology Contact Center 136