Fonolo

FEBRUARY 7, 2023

But for almost 100 years, Hawaii State Federal Credit Union has been guided by this founding principal as they do business with – and care for – their 120,000 members. A commitment to care for your personal well-being is above and beyond the customer service you might usually expect from a financial institution.

Customer Service 140

Customer Service Innovation Customer Satisfaction Technology 140

Beyond Philosophy

APRIL 12, 2024

Even though Colin can snag it cheaper elsewhere, the personalized touch keeps him coming back. Small businesses nail personalization. Graham Hill on LinkedIn – he’s all about putting the “customer” back in personalization. Picture this: Colin’s at his go-to fishing store, Discount Tackle. But big companies?

Gaming 88

Gaming Customer Relationship Sales Technology 88

Inside Customer Service

DECEMBER 7, 2023

They fail to reinforce the training and employees quickly go back to their old habits. As an external trainer, I have the luxury of turning down the business. These managers take a "fix my people" approach. The manager delegates customer service training to you and expects you to do all the work. It's a broken model.

Customer Service 228

Customer Service Start-ups 228

Inside Customer Service

SEPTEMBER 23, 2021

How do you get customers to keep coming back? He's written a new book on customer loyalty called I'll Be Back. I'll Be Back is now available on Amazon. Hyken answered a number of important questions in our interview: Why do customers leave a business? (:48) 8:26) How do you identify what's so great about your business? (13:47)

Customer Loyalty 148

Customer Loyalty Start-ups Customer Service Customer Experience 148

Intercom, Inc.

JANUARY 13, 2021

Our mission at Intercom is to “make internet business personal” – to enable online businesses to foster the same sort of relationships with their customers as “brick-and-mortar” businesses. . This meant that businesses were facing a difficult choice , particularly as they scaled. The meaning of conversational.

Technology 243

Technology Technology Customer Experience 243

Intercom, Inc.

JULY 29, 2021

They needed to be really quick coming up with a new, adapted learning management system: “It’s the equivalent of going into an old house and stripping it back to the walls and having to really start from scratch again. And so, Mark Rudden and his team had to figure it all out by themselves. Iterate, iterate, iterate.

Sales 223

Sales Start-ups Engineering Finance 223

Beyond Philosophy

DECEMBER 29, 2023

It’s the most wonderful time of the year, and time for one of our favorite traditions: looking back on what we learned. Sometimes what we learned was personal, but it has implications for the business world. In this episode, we look back at what we learned in 2023 and how it can help us in 2024.

Customer-Centric Organization 88

Customer-Centric Organization Management Consulting Education AI 88

Shep Hyken

AUGUST 11, 2021

They keep coming back, again and again!” . And, if that is the case with your organization, let me ask you this question: Do you know why they are coming back? . I write about this topic in my latest book, I’ll Be Back: How to Get Customers to Come Back Again and Again. Who doesn’t want to be able to say that?

Customer Loyalty 145

Customer Loyalty Retail Customer Service 145

Fonolo

NOVEMBER 19, 2020

As the contact center continues to evolve rapidly, it’s important to take a step back and evaluate the big picture periodically. Just under 50% of respondents indicated they currently use some form of call-back solution in their enterprise contact centers, with UK businesses leading the charge. Read on to learn more! Improve CX.

Contact Center 162

Contact Center E-commerce Hospitality Hospitality 162

Fonolo

OCTOBER 19, 2023

You may have wondered where those SLAs came from and if they are right for your business. Contact center managers know that SLAs are essential for defining and measuring success for their businesses. A rigid timeframe for all customers doesn’t make sense – especially without data to back it up. Those are good questions!

Contact Center 81

Contact Center Social Media Construction AI 81

Fonolo

FEBRUARY 14, 2023

With improved call center performance comes lower operations cost, which you can leverage to better your business. With improved call center performance comes lower operations cost, which you can leverage to better your business. It can be as simple as directing them to an FAQ page or offering them a call-back from a live agent later.

Contact Center 142

Contact Center Omnichannel CRM Sentiment Analysis 142

Intercom, Inc.

FEBRUARY 11, 2020

Deep down we know that the business doesn’t really miss us. The business doesn’t know our sparkling personality or understand our unique contribution to the community – the business just misses our money. Everyone on your mailing list initially came to your business for some reason. Proactively monitor usage and value.

Scorecard 282

Scorecard B2B Business Growth Customer Relationship 282

Fonolo

SEPTEMBER 5, 2018

Sparking powerful connections with customers and establishing their ongoing business isn’t rocket science: It’s a matter of having the most dynamic tools in place in your contact center. It’s very simple, really, and there’s no cartoon sword involved either: Call your customers back.

Contact Center 240

Contact Center Social Media Technology Technology 240

Intercom, Inc.

NOVEMBER 9, 2021

When you’ve launched your product, raised a round or two, and scaled the business beyond the early days, inevitably things start to slow down. “You grow into the big, bloated company once you stop being a startup” This talk I gave at Web Summit 2021 is about pushing back against that. The key takeaway?

Innovation 257

Innovation Start-ups 257

Zendesk

FEBRUARY 7, 2024

What are customer win-back campaigns? Customer win-back campaigns are marketing efforts designed to reengage inactive or churned customers. Businesses typically execute these campaigns through email, although they can also use other channels like messaging and direct mail. The business-consumer relationship can be unpredictable.

E-commerce 52

E-commerce Start-ups Omnichannel CX 52

Fonolo

APRIL 25, 2023

Using call-backs to eliminate hold time for your customers is an easy win! Call-backs are a simple, elegant answer to a great big CX problem. But did you know your call-backs can do more? When inbound calls are spiking, offering customers a call-back keeps them off hold and protects your KPIs by deferring calls to quier times.

Contact Center 95

Contact Center Gaming Start-ups Technology 95

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

Fonolo

JANUARY 31, 2024

You could start by: • optimizing staffing levels, • improving and automating call routing strategies, • enhancing your IVR system, • and implementing a call-back solution. Why is call abandonment still a thing? Can’t technology put an end to this problem once and for all? Now there’s a tantalizing question! No kidding, right?

Contact Center 81

Contact Center Data Entry Technology Technology 81

Fonolo

JUNE 22, 2023

Visual IVR – now known as Fonolo’s Web Call-Backs – was one of the first self-service technologies to have a hugely positive impact on the customer experience. Today, this product is known as Fonolo Web Call-Backs. Read on for a crash course! What is Visual IVR? Almost everyone has used an IVR at some point. So, we understand IVRs.

Contact Center 91

Contact Center Technology Technology Customer Satisfaction 91

Fonolo

AUGUST 22, 2023

Call-backs are a game-changer for contact centers dealing with an influx of inbound calls. Well, if you work in the contact center space, you may be familiar with using call-backs to offer customers an alternative to hold time. Call-backs leave customers feeling satisfied and relieved, and agents feel significantly less stress.

Contact Center 67

Contact Center Sales Gaming Customer Service 67

Fonolo

JUNE 3, 2021

as modern customer expectations evolve, businesses must change their service approaches accordingly. That’s where call-back technology comes in. If you aren’t familiar with call-back technology and its benefits, we’ve put together a quick list so you can explore the benefits of this popular tool.

Technology 136

Technology Technology Contact Center Customer Satisfaction 136

Fonolo

FEBRUARY 7, 2024

When the company wanted to ramp up its excellent customer service offering to further reduce hold times and abandon rates in busy contact centers around the globe, it turned to Fonolo’s Call-Back solutions. It was clear from the get-go that Fonolo Call-Backs had all the features Jabra was looking for.

Contact Center 75

Contact Center Technology Technology Customer Service 75

Fonolo

JULY 20, 2023

Call-backs are an excellent tool that can benefit both customers and businesses – when they’re designed and implemented correctly. It’s important to understand that call-back products using algorithms and estimated wait times often come up short, leaving customers waiting on hold a second time.

Contact Center 67

Contact Center Technology Technology Customer Satisfaction 67

Fonolo

MAY 23, 2023

And they’ll reward businesses who invest in hyper-personalized service with their loyalty. And they’ll reward businesses who invest in hyper-personalized service with their loyalty. On one hand, there is a concern about data privacy and security – and businesses absolutely need to deliver on that front.

Contact Center 106

Contact Center Machine Learning Social Media Artificial Intelligence 106

Fonolo

AUGUST 11, 2022

Virtual call-backs have singlehandedly revolutionized the call center customer experience over the last few years. You might be reading this and thinking about the type of call-backs that happen in the film industry where casting directors search for the perfect actor to fill a role. What are Virtual Call-Backs? That’s not all.

Contact Center 87

Contact Center Technology Technology Customer Loyalty 87

Bill Quiseng

DECEMBER 13, 2021

This week guest blogger Karen Hertzberg offers three QUI strategies to improve your service to keep customers coming back. That’s why a high customer retention rate is an important goal for many businesses. Many business owners focus on building their customer base over delivering excellent customer service.

Customer Retention 173

Customer Retention Customer Service B2C Customer Loyalty 173

Fonolo

FEBRUARY 14, 2023

They are becoming increasingly popular in contact centers and are one of the first AI-assisted tools many businesses try. Voice call-backs offer return calls during quieter periods Voice call-backs keep customers off hold by automatically offering a call-back during peak call periods when agents are overloaded.

Contact Center 135

Contact Center Artificial Intelligence AI Machine Learning 135

Beyond Philosophy

MAY 2, 2024

Learn more about Colin Shaw : Join over 80,000 people on our LinkedIn Newsletter list or visit our website for more great podcast episodes. Listen to the podcast: One of our podcast listeners stumped me a bit with a recent question. Sonia Montella asked for a detailed explanation of customer loyalty and why we need it.

Customer Loyalty 78

Customer Loyalty Sports Gaming Construction 78

Fonolo

FEBRUARY 2, 2023

Is your business up to the challenge? Call center automation software is essential to accomplishing this goal. If so, you need to familiarize yourself with the latest tools and technology. So what does an optimized and automated call center look like, and what are the benefits for your call center? Read on to find out!

Contact Center 140

Contact Center Sentiment Analysis AI Machine Learning 140

Fonolo

SEPTEMBER 7, 2021

IVR systems can be completely customized to be as simple or as multi-layered as your business requires. IVR systems can be completely customized to be as simple or as multi-layered as your business requires. It’s also a chance to set the bar for overall customer satisfaction. What is IVR? The benefits of IVR. DID YOU KNOW?

Contact Center 158

Contact Center Customer Satisfaction Customer Service Customer Experience 158

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

Shep Hyken

AUGUST 24, 2022

Think of the brands or companies you enjoy doing business with the most. What is it that makes you want to come back? They always get back to you and are quick to respond. . These are the basic expectations customers might have with the companies they choose to do business with. Here are a few possible reasons: .

Customer Service 119

Customer Service Customer Experience Customer Loyalty 119

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 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

JANUARY 19, 2021

The difference between a ‘ call-back ’ and a ‘ virtual queue ’ is subtle in definition but significant in outcomes. Many contact center managers have been distraught to find that what they needed was a call-back, but what they got was a virtual queue. What is a call-back? What is Virtual Queuing? Customer-First Virtual Queuing.

Contact Center 147

Contact Center Customer Satisfaction Technology Technology 147

Beyond Philosophy

MARCH 7, 2024

After that, Beyond Philosophy spent two years working with the London Business School. We asked millions of questions from thousands of business people in hundreds of companies. We asked millions of questions from thousands of business people in hundreds of companies. She asked the right blokes about this one.

Construction 78

Construction Finance Customer Experience Management Retail 78

Beyond Philosophy

SEPTEMBER 23, 2021

So, how do you get customers to come back? . His new book, I’ll Be Back: How to Get Customers to Come Back Again and Again , has some fantastic ideas on building customer loyalty. . Still, the most significant one to them was whether the customers came back again. 6 Steps for Creating an I’ll-Be-Back Experience.

Net Promoter Score 109

Net Promoter Score E-commerce Customer Loyalty Customer Satisfaction 109