Fonolo

MARCH 14, 2023

Your customers want thoughtful and empathetic service, and that’s not something you can get from technology alone. There are a lot of factors that contribute to agent turnover and attrition, and those challenges have increased even more thanks to the Great Resignation. Why do call centers struggle with retaining their agents?

Contact Center 95

Contact Center Artificial Intelligence AI Technology 95

Uniphore

JUNE 10, 2021

3 Ways Call Center Coaching is Leading to Customer Churn. Research shows that agent retention rates were nearly double the average when coaches spent 60 percent or more of their time on the call center floor.‡ Effective coaching not only keeps agents from walking out, it also makes them better customer service providers.

Contact Center 147

Contact Center AI NPS Technology 147

Intercom, Inc.

JULY 29, 2021

We recently sat down with Mark to chat about onboarding in a hypergrowth environment, how that strategy played as the pandemic unfolded, and why taking care of your team is actually the best way to take great care of your customers. We started from scratch and we had a six-week turnaround time to take our training.

Sales 223

Sales Start-ups Engineering Finance 223

Shep Hyken

DECEMBER 8, 2021

He mentioned how he’s had to wait longer when he called customer support and that there weren’t enough cashiers at the grocery store. . I’ve already written several articles about this ugly word, and I thought it was time to introduce it here. There was a line, yet there were a number of open tables.

Customer Service 132

Customer Service Customer Experience 132

Intercom, Inc.

JANUARY 5, 2022

There are enough stories of data breaches and cyber attacks to chill even the savviest security engineer to the core. An aerospace engineer turned entrepreneur, Adam learned early the best way to earn trust was proving you deserve it. And that’s where people like Adam Markowitz come in. Less than a year later, Drata was launched.

Compliance 211

Compliance Engineering Start-ups B2B 211

Callminer

AUGUST 1, 2017

Most call centers struggle with efficiency at one time or another. If customers are being sent to the wrong department, then they tied up customer service personnel from helping the right people. And because efficiency is directly tied to minimizing overhead costs in the call center, it’s a prominent challenge. Tyler Riddell.

Contact Center 334

Contact Center Real Estate Start-ups Sales 334

Customer Service Life

DECEMBER 20, 2023

Image by Gerd Altmann from Pixabay It’s been 10 years since I wrote an article on this blog about the importance of never saying “No” to customers. I also shared about how the company I worked for at the time went even further and banned the word “unfortunately” from our ticketing system. There was nothing that could be done.

Contact Center 83

Contact Center Engineering Customer Service Sales 83

Fonolo

MARCH 9, 2023

CCMC’s Customer Rage Study is a fascinating look at CX, designed to help customer service pros identify pain points and reduce customer complaints in the contact center. If you guessed there are more complaints than ever, you’re right. 66% of respondents had a serious problem with a product or service over the previous year.

Contact Center 87

Contact Center Omnichannel Sentiment Analysis Customer Satisfaction 87

Inside Customer Service

FEBRUARY 10, 2022

The biggest issue was a lack of internal customer service. My friend increasingly spending time and effort navigating corporate bureaucracy, waiting for results, and following-up with other departments to make sure they didn't drop the ball. Poor internal customer service frustrates many employees like my friend.

Customer Service 130

Customer Service Contact Center Retail Sales 130

Callminer

MAY 11, 2020

When employees exhibit disgruntled behavior, it’s concerning for managers. While following best practices for hiring and training employees who are the right fit for your company is crucial, that doesn’t always mean that problems will never arise. Meet Our Panel of Customer Service & Customer Experience Managers: Anh Trinh.

Customer Experience Management 273

Customer Experience Management Customer Service Customer Experience Non-Profits 273

Inside Customer Service

JANUARY 27, 2022

It wasn't until much later that I discovered a way to give clear, unvarnished feedback without agents getting defensive about the score. You've probably heard that disclaimer at the start of the call, "This call may be recorded for quality and training purposes." We had just sat down to review a call, and it wasn't going well.

Contact Center 148

Contact Center Legal Construction Start-ups 148

DMG Consulting

OCTOBER 13, 2023

While the pundits are concentrating on the potential dangers of AI, there is a strong positive side to the equation: AI is and will continue to drive tremendous advancements and innovation in most aspects of our lives, including healthcare, financial services, manufacturing, telecom, education, government, transportation, and many other areas.

Contact Center 77

Contact Center AI Artificial Intelligence Government 77

Aquire

OCTOBER 14, 2021

In this post, we’ll discuss how to gather powerful customer insights using the right customer satisfaction (CSAT) questions at the right time. Survey timing. If the survey is in relation to a particular interaction, it’s important you don’t leave too much time between the two. How do you survey customer satisfaction?

Customer Satisfaction 98

Customer Satisfaction Customer Survey B2C B2B 98

Service Quality Institute

OCTOBER 11, 2023

He could not find my account after giving him my phone number 3 times. The manager, Chalpulke asked me several times to lower my voice. Very few employees have been trained to handle complaints and irate customers. In the US I find that a huge percentage of employees lie when there is a problem.

Customer Service 52

Customer Service Sales Customer Experience 52

Intercom, Inc.

DECEMBER 8, 2020

Modern customers expect quick, personal, and effective service. Data alone won’t produce results, but it will help you to contextualize customer behavior and feedback to provide better service faster. Transparency naturally occurs when you implement clear, measurable goals. What are help desk metrics?

Customer Satisfaction 211

Customer Satisfaction Customer Expectations Machine Learning Start-ups 211

Hodusoft

FEBRUARY 24, 2022

By choosing the right call management system you can reach out to stakeholders and customers, at the right time and in the right way. All the data and operations are maintained by your VoIP service provider so no hassle for upkeep and maintenance either. Understanding IP PBX. It gives businesses the freedom to have remote teams.

Finance 98

Finance Start-ups Technology Technology 98

ECXO

JUNE 11, 2023

But, many European firms still have a long way to go to reach the levels of CX maturity seen in B2C. If you need to rethink your CX offer, or haven’t got started, time is not on your side. Business buyers have changed the way they behave and buy. Are there any data gaps you need to fill? What do they value most?

B2B 130

B2B B2C Touchpoint Actionable Insights 130

Beyond Philosophy

MARCH 10, 2020

The FAE also explains how when we see shortcomings in others, we attribute it to some characteristic of the individual. However, when we do something terrible ourselves, and there’s some failure on our part, we tend to attribute that to the environment to something external. What is an FAE? .

Business Growth 179

Business Growth Customer Experience Start-ups Sales 179

Intercom, Inc.

MARCH 16, 2021

Today, customer expectations are at an all-time high. Proactive support has a positive knock-on effect on every layer of the funnel – for instance, when most of your customers’ queries are resolved proactively, it frees up your support team to focus on your most pressing, complex, and VIP support queries.

E-commerce 201

E-commerce Education Customer Satisfaction Start-ups 201

Fonolo

JANUARY 11, 2022

It’s exactly as it sounds — the daily management and care of a call center and all the employees who work there. They pave the way for the success of their call center agents, and by extension, the rest of the business. Whether you’re new to the world of management or a seasoned pro, there’s something here for everyone.

Contact Center 81

Contact Center Start-ups Customer Satisfaction Customer Service 81

Shep Hyken

JUNE 28, 2021

Each week I read many customer service and customer experience articles from various resources. America’s Best Customer Service Companies by Newsweek. Newsweek) Newsweek has again partnered with respected global data research firm Statista to identify the stores that consistently provide the Best Customer Service 2021.

Customer Service 129

Customer Service Government CX Start-ups 129

Hodusoft

OCTOBER 19, 2023

10 Effective Ways to Reduce Costs in Your BPO Contact Center Business Process Outsourcing (BPO) contact centers play a vital role in today’s modern businesses. BPOs offer a comprehensive range of services, including but not limited to customer support and sales. million in 2022 to US$34, 570.73 from 2023 to 2028.

Contact Center 52

Contact Center Predictive Analytics Non-Profits Customer Satisfaction 52

Beyond Philosophy

MAY 28, 2020

It seems logical to do what everyone else is doing successfully when you get into business. We discussed the surprising way that new ideas that seem crazy can do amazing things for your brand in a recent podcast. Here are a few of Sutherland’s rules that we discussed: It doesn’t pay to be logical when everybody else is being logical.

Legal 148

Legal Engineering Customer Experience CX 148

Beyond Philosophy

AUGUST 11, 2022

I felt worked up about a few things around this time. First, I had flown for a quick trip to New Jersey, landing at JFK in New York, which is anything but quick at seven hours flying time. She thinks customer service is out the window and that getting a good experience is a pleasant change from the usual. Mandy is right.

Net Promoter Score 146

Net Promoter Score Gaming Customer Expectations Customer Service 146

SurveySensum

MARCH 14, 2024

After working in the CX industry for over 10 years, this much is clear to me – customer satisfaction is THE MOST important pillarstone of your business. And let’s face it, those insights, paired with the right CSAT software , are gold when you’re trying to make your business stand out in the crowd. ” 2.

Customer Satisfaction 52

Customer Satisfaction Text Analytics NPS Actionable Insights 52

Zendesk

APRIL 3, 2023

The world of retail is in a time of change. In the flooded market with almost endless options, many retailers are competing on the quality of their service. Retail customer engagement is all the ways a brand interacts with its customers across digital and physical channels. Customers don’t just shop in one way anymore.

Retail 98

Retail Social Media Artificial Intelligence Omnichannel 98

Intercom, Inc.

JULY 1, 2020

Today, customer expectations are at an all-time high. Proactive customer support is the antidote to long wait times and ticket deflection. Simultaneously, support teams are struggling with spikes in conversation volumes. A proactive customer support approach is the key to regaining control. What is proactive customer support?

Education 239

Education Sales Customer Retention Customer Loyalty 239

Lumoa

MAY 9, 2023

By leveraging sentiment analysis on customer feedback, businesses can understand and dig deep into the emotions of their customers, allowing them to identify and address pressing concerns, and fine-tune their products and services. At the same time, we – as humans – tend to be driven by our deep emotions.

Sentiment Analysis 83

Sentiment Analysis Customer Feedback Customer Experience Actionable Insights 83

Beyond Philosophy

FEBRUARY 10, 2020

Nearly 20 years ago, when I started Beyond Philosophy and before Customer Experience was a well-known concept, my motivations were to create a competitive differentiator that would get more business for my clients. When a company invests $1, they want to make at least $2 back for their trouble. Innovation to imitation is down to weeks.

Hospitality 172

Hospitality Hospitality Business Growth Customer Acquisition 172

Taylor Reach Group

MAY 11, 2021

This is particularly enhanced in Call Centre Operations because, from a customer perspective, all interactions are moments of truth as customers decide whether their service experience is consistent with the brand image. There is an approach that can deliver multiple benefits when developed and implemented properly.

Customer Service 145

Customer Service Customer Satisfaction CX 145

Shep Hyken

MAY 6, 2022

He shares how you can improve your customer service strategy and team to take advantage of the benefits an exceptional customer service function has to offer. Before customer service outsourcing , there was once a time when customer service was largely limited to one-on-one phone calls. Willingness

Customer Service 65

Customer Service Omnichannel Social Media Construction 65

Steven Van Belleghem

DECEMBER 6, 2021

Shep Hyken, customer service & experience expert and author of ‘I’ll Be Back’. The other is another way to think about how you measure customer success. To remain competitive, businesses must keep up with what customers feel are most important, that includes customer service and convenience. If not, we need to fix it.

CX 123

CX Customer Experience Non-Profits Social Media 123

Fonolo

NOVEMBER 1, 2022

Working in a call center can be extremely rewarding, especially for those who enjoy customer service and sales. ” But even agents with strong work ethics are susceptible to burnout over time. Prioritizing agent satisfaction and efficiency is the most effective way to achieve results!

Construction 87

Construction Contact Center Customer Satisfaction Start-ups 87

Intercom, Inc.

APRIL 1, 2021

This time around, we’ve had the absolute pleasure of delving further into these as she walks us through her mission for the Wikimedia Foundation and her fight towards knowledge equity. If you’re short on time, here are some quick takeaways: Historically, the privileged have been the gatekeepers of information. Off the beaten track.

Start-ups 223

Start-ups Non-Profits Healthcare Technology 223

SurveySensum

AUGUST 8, 2023

According to a Microsoft Dynamics 365 State of Global Customer Service Report , 95% of consumers consider good B2B customer service essential for earning loyalty. And to deliver top-notch service you need to know what they like, dislike, and expect from your business. What is B2B customer service? That’s right!

B2B 52

B2B Customer Service Touchpoint Customer Feedback 52

Lumoa

SEPTEMBER 16, 2022

NPS is a very sought-after resource that many companies want to use when setting goals for their own NPS strategy. However, one must remember that you should not stare blindly at others’ NPS since there are other factors affecting the score itself. . There are 2 ways in which these benchmarks are shown. 50 is excellent.

Net Promoter Score 83

Net Promoter Score NPS Social Media Retail 83

CallCare

JULY 21, 2023

AI isn’t just a hot topic right now across the customer service industry; it’s the topic. Crucially, we highlight that AI is still no substitute for real human interaction at various points in the customer service journey. If done correctly, AI could make customer service more efficient and responsive. What is AI?

AI 52

AI Artificial Intelligence Customer Experience Machine Learning 52