Inside Customer Service

DECEMBER 7, 2023

You're a customer service trainer. You care deeply about helping employees develop customer service skills. The manager delegates customer service training to you and expects you to do all the work. They fail to reinforce the training and employees quickly go back to their old habits.

Customer Service 227

Customer Service Start-ups 227

CX Journey

SEPTEMBER 10, 2015

Great customer experience athletes have great “social proprioception.” We coined this term at our clubs to help staff understand that everything matters when it comes to the member experience. Last week, I was training at a very popular gym. and a great customer experience athlete. He spent 2.5 He spent 2.5

Customer Experience 76

Customer Experience CEM Customer Experience Management Start-ups 76

Beyond Philosophy

FEBRUARY 5, 2015

Many b2b and b2c companies offer antiseptic, commoditized, vanilla experiences for customers. Some, through culture, discipline, and purpose have succeeded in creating consistent, positive experiences which are appealing to customers and which customers consider worthy of passing along through informal conversation and recommendation.

CEM 156

CEM Customer Experience B2C Customer Loyalty 156

Bill Quiseng

FEBRUARY 7, 2024

This is not a customer service training class. Training is finite, usually one to three days. And training is top-down, one-way “I know everything, you know nothing” instruction. Training is to develop THE BUSINESS. Training is for a job. And the job of employees is to serve to satisfy the customer.

CX 78

CX B2C Hospitality Hospitality 78

CX Accelerator

NOVEMBER 11, 2022

Collaboration with Ben Motteram and Nate Brown To transform an organization into one that is more customer centric is a complex task that requires many different skills. Customer experience is multi-disciplinary. Customer Insights/Measurement/Analytics. Customer Journey Mapping. Employee Experience.

CX 307

CX Customer Journey Map CX Transformation Government 307

Bill Quiseng

NOVEMBER 15, 2023

In the last two weeks, I explained the first and second QUI TAKEAWAYS: CX versus CXM, and customer service versus customer CARE. In the next week, join me as we revolutionize the CX experience. This week, I will explain the third QUI TAKEAWAY: customer service training versus customer CARE education.

CX 97

CX CXM Education Social Media 97

Inside Customer Service

DECEMBER 22, 2022

Imagine you had a customer service crystal ball. It would give you just enough time to swoop into action and avoid disappointing customers. Tip #1: Learn from experience Make a list of the top reasons that customers get disappointed. Think about your experience with each item on the list.

Transportation 210

Transportation Construction Sales Customer Experience 210

Inside Customer Service

DECEMBER 8, 2022

Where did you learn your customer service skills? There's a good chance many came from experience. You might even remember specific customer interactions that taught valuable lessons. Yet those lessons often didn't sink in until you tried them out with a customer. I had no idea since I hadn’t yet been trained.

Start-ups 223

Start-ups Retail Customer Service 223

Inside Customer Service

MARCH 30, 2023

Naturally, you think of training. It includes step-by-step instructions for designing and delivering your training program. I've also included my best advice on who should do this training and when. And, I'll also explain why you should never hire an external trainer to deliver the training. more info ) What does it mean?

Construction 182

Construction Customer Service Customer Experience 182

Customer Think

FEBRUARY 16, 2023

February 14, 2023 Add to rss feed Today, all of us are.

Customer Experience 59

Customer Experience 59

Uniphore

JULY 10, 2021

People learn the most at the moment of need, and when training occurs in small units called microbursts, embedded within everyday work activities. It’s challenging to train, onboard, and retain talent in the contact center today. Brian Cantor Leading CX Industry Analyst Contact Center Week.

Contact Center 223

Contact Center Legal Artificial Intelligence Social Media 223

Logicalware

FEBRUARY 22, 2024

It’s common knowledge that happy employees make happy customers. However, with heightened demand and changing customer expectations, contact centres and their agents find themselves in a pressured situation, ultimately affecting the customer experience. They also see a 16% increase in first-contact resolution rates.

Customer Satisfaction 52

Customer Satisfaction AI Innovation Customer Experience 52

Futurelab

DECEMBER 27, 2023

Customer data has transitioned from a scarce commodity to an overwhelming flood of information. And the need for faster customer action is growing as well. Thus, the CEOs start turning to their data-savvy employees with a new directive: “We need to improve our Customer Experience, and you seem to know what the customers want.”

Customer Experience 157

Customer Experience CX Start-ups Actionable Insights 157

1 to 1

JUNE 26, 2014

Companies want customer-obsessed cultures that will help them differentiate in the age of the customer. Enter learning maps, which are fast becoming the centerpiece of small-group interactive training sessions at many companies. There’s more… To read the rest of this blog posting click here or visit www.1to1Media.com/weblog.

Innovation 49

Innovation Customer Experience Age of the Customer Customer Loyalty 49

Comm100

APRIL 2, 2024

Customer satisfaction (CSAT) scores are a vital metric for any business trying to track and improve their customer service and support. The scores provide a snapshot of how satisfied your customers are with your products or services, indicating areas of success and those needing improvement.

Customer Satisfaction 89

Customer Satisfaction CRM Actionable Insights Social Media 89

The DiJulius Group

JANUARY 2, 2024

Building and Developing Great Leaders The Correlation Between Happiness at Work and Overall Life Satisfaction This is how Leaders can Improve the Customer Journey How to Train Great Customer Service Skills in the Next Generation How Team Members Can Be Inspired to.

Customer Service 93

Customer Service Customer Experience 93

Beyond Philosophy

FEBRUARY 15, 2024

Listen to the podcast: Bob Black, one of our podcast listeners, loves our ideas about evoking specific customer emotions. In my experience, many organizations fail to evoke a specific customer emotion. In my experience, many organizations fail to evoke a specific customer emotion. Customer behavior can help here.

Artificial Intelligence 88

Artificial Intelligence Social Media AI Start-ups 88

Inside Customer Service

JULY 8, 2021

What is the right amount of time to spend on training? That's the question a customer service leader recently asked me. He had contacted me with some questions about lesson plans for a training class he was running with his team. The team had gathered to take my Customer Service Foundations course on LinkedIn Learning.

Customer Service 147

Customer Service 147

Logicalware

APRIL 2, 2024

The role of the contact centre agent is continually adapting to changing customer behaviours and new technologies. And, with high turnover rates in contact centres, investing in product training and the development of contact centre agents is not just beneficial but critical for achieving sustainable success.

Customer Satisfaction 40

Customer Satisfaction Customer Retention Innovation Customer Experience 40

ECXO

APRIL 24, 2024

gdcvte Simplifying CX Design: How Leading Enterprise Tech Firms Overcome Complex Challenges Part I The article was originally posted here: [link] Seamless customer experiences and clear interfaces are two key elements leveraged by successful tech enterprise to generate adoption, with design being the key to overcoming solution complexity.

CX 105

CX B2B Compliance Sales 105

Fonolo

JANUARY 31, 2023

Call center training has always been one of the key pillars of running a successful call center. A strong call center training program should not just be part of your onboarding process. Still have questions about call center training? What is Call Center Training?

Contact Center 141

Contact Center Gaming Start-ups Customer Service 141

Shep Hyken

JULY 28, 2021

One of the big concepts we teach in our customer service training programs is the concept of Always. This is the backbone of creating customer amazement. For example, your customers might say: “They are always so helpful.”. Notice that these statements are about the interactions customers have with your employees.

Customer Service 140

Customer Service Start-ups Customer Experience 140

CSAT.AI

FEBRUARY 1, 2023

The negative nickname of ‘cost center’ applied to contact centers works against the success of quality customer service. This helps get bosses on board with investing in customer service as a profitable sales tool. Human based customer service is one of these. Does one customer segment bring in the majority of profit?

Contact Center 101

Contact Center Non-Profits Sentiment Analysis Customer Loyalty 101

Zendesk

FEBRUARY 12, 2024

“Workforce engagement management is key to not only meeting, but exceeding customer expectations. It won’t tell you where there are gaps in your service, or where there are opportunities for coaching and additional training for your support teams,” said Adrian McDermott, chief technology officer, Zendesk.

AI 144

AI Customer Expectations Customer Satisfaction CX 144

TeamSupport

DECEMBER 20, 2023

Either way, before you pop that bottle of champagne, it’s time to start thinking about New Year’s resolutions for your customer support team. In today’s increasingly competitive marketplace, people—particularly those in customer support—are key to setting your company apart from the crowd. Needless to say, the stakes are high.

Artificial Intelligence 108

Artificial Intelligence Predictive Analytics Omnichannel Machine Learning 108

Fonolo

SEPTEMBER 16, 2021

Studies have proven that tone of voice in customer service is even more important to a successful interaction than the specific words that are being said, and that an agent’s energy will translate to their customer even without face-to-face interaction. The Secret Sauce for Increasing Customer Happiness.

Customer Service 167

Customer Service Social Media Start-ups Technology 167

Execs In The Know

APRIL 9, 2024

Having spent the majority of my career in the customer care industry, I’ve had the opportunity to watch the continuous advancement of new and smarter technologies that improve contact center performance. Today’s customer care organizations continue to experience higher attrition rates than other industries.

Contact Center 52

Contact Center AI Technology Technology 52

Comm100

MARCH 14, 2024

Chatbots have become a ubiquitous part of customer service and support. As businesses strive to meet the ever-increasing expectations of their customers, the adoption of chatbots has emerged as an essential move to enhance service delivery and operational efficiency.

Customer Service 88

Customer Service Compliance AI Customer Satisfaction 88

Fonolo

SEPTEMBER 20, 2022

When it comes to delivering great customer service, call center agents need some essential soft skills that may not have been listed on their resumés. Unlike the hard skills or technical skills required to operate call center technology, soft skills relate more to an agent’s demeanor during a customer interaction.

Scorecard 141

Scorecard Contact Center Gaming Start-ups 141

Experience Investigators

JANUARY 18, 2022

Why does Customer Experience Training Matter? It’s common for Customer Experience (CX) to be misunderstood as reactive customer service, support, or even ‘just being nice to customers.’ I like to define Customer Experience as: A mindset. A strategy. I tend to agree.

Education 137

Education CX Customer Feedback Customer Relationship Management 137

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.

CX 97

CX CXM Customer Journey Map Sports 97

Fonolo

NOVEMBER 22, 2022

Whether you’re diving into a new industry or looking to brush up on your skills, training courses can benefit professionals at any stage of their career. There’s no excuse for gaps in training or knowledge when all the information you need is just a few clicks away! Contact Center Trends 2023. Top 7 Call Center Management Courses.

Contact Center 147

Contact Center Start-ups Education Customer Satisfaction 147

Intercom, Inc.

MAY 13, 2022

Workforce engagement management refers to the technology that companies use to increase engagement among their customer service employees. This includes employee training tools, tools that monitor employee interactions with customers, and tools or strategies that motivate employees.

Customer Service 118

Customer Service Customer Expectations Technology Technology 118

Fonolo

JANUARY 19, 2023

TIP: Tools like Fonolo Voice Call-Backs relieve agent stress and keep customers off hold by offering call-backs during call spikes. Train, compensate, and engage your employees! They deal with frustrated, upset, and sometimes angry customers, responding calmly and with empathy — but the stress takes a toll. Bottom line?

Data Entry 155

Data Entry Contact Center Education Social Media 155

Bill Quiseng

MARCH 15, 2023

Instead of “Hire for attitude, not aptitude” or “Hire for personality, train for skills”, remind yourself when you recruit to Select for passion, not past performance. You HAVE TO have attitude and personality to serve customers. Your people will be enthused and energized to passionately engage customers.

B2C 88

B2C B2B Education CX 88

ECXO

MARCH 15, 2024

The 7 Sins of Customer Experience If you fancy watching a quick video summary of this article, click the link below and enjoy: The 7 Sins of CX Are you ready to discover some awesome strategies that can help you take your customers’ experience to the next level? The second sin is a lack of personalization.

Customer Experience 96

Customer Experience Net Promoter Score VOC Innovation 96

Beyond Philosophy

FEBRUARY 2, 2024

Language holds a pivotal role in shaping your customer experience. Our interest in the significance of language ignited recently when we received a None of Us Are as Clever as All of Us video from Shane Smith ( ssmith@everetics.com ) at Everetics , a consultancy specializing in customer support and service.

Customer Experience 88

Customer Experience CX 88