Beyond Philosophy

SEPTEMBER 18, 2016

A: Wells Fargo Bank, the latest bank to suffer the scrutiny of the truth and forced to answer for taking advantage of its customers’ trust. However, it looks bad, and looking bad, after damaging customer’s trust, is almost as bad as actually being bad. A Customer Experience has several influences.

Construction 166

Construction Sales Customer Experience 166

Steven Van Belleghem

OCTOBER 11, 2021

Use data for good (for the customer). But what’s special about that is that they offer quite a radical promise to their customers, one of honesty and transparency. But at the same time, the promise they make is that they will never abuse this data. offer their customers a better experience as well.

CX 113

CX Transportation Entertainment Education 113

CSAT.AI

JULY 24, 2019

If you’re in pain you’re not staying to answer customer service queries. Sometimes they are even yelled at or verbally abused by customers. Coming up on the blog: How contact center workers are abused. Vacation, All I Ever Wanted. There is something to be said for benefits and perks.

Contact Center 59

Contact Center Sentiment Analysis AI Sales 59

The Customer Service Blog

JULY 7, 2022

But according to the Institute of Customer Service (who carried out the research) companies need to offer more than just discounts in order to keep their customers. In their survey of 10,000 people, a third of those asked said that they were prepared to pay more for good customer service. What does the research reveal?

Customer Service 52

Customer Service Technology Technology Customer Retention 52

CSAT.AI

AUGUST 7, 2019

In an earlier blog we proposed the differing views on how AI wil l aff ect the contact center in the future. As Forrester’s recent “Light on the Horizon: The State of Customer Experience Quality” acknowledges, every innovation has a pivot point. Customer Facing AI. They shift from a few early adopters to becoming widespread.

AI 52

AI CX Sentiment Analysis Contact Center 52

Lightico

JANUARY 20, 2022

In this blog post, we will discuss some of the best methods for verifying customer identities. The first step in identity verification is to make sure that you are dealing with a legitimate customer. There are many ways to do this, but one of the most common methods is through a “Know Your Customer” (KYC) check.

Compliance 52

Compliance Government 52

Beyond Philosophy

FEBRUARY 15, 2018

The Consumer Financial Protection Bureau (CFPB) meted out a $185 million fine that included a $100 million penalty to Wells Fargo in 2016 for their violation and abuse of consumer trust. The CFPB said employees made fake PIN numbers and email addresses to enroll unwitting customers in new products—1.5

Sales 141

Sales Start-ups Customer Experience 141

Beyond Philosophy

MARCH 7, 2016

A recent blog cites Old Spice as an example of a big brand that uses humor effectively, in its “The Man Your Man Could Smell Like” ad campaign. Embedd this video in blog. Those same positive emotions are the building blocks for an improved customer experience. And sometimes, that strategy involves humor.

Social Media 111

Social Media Touchpoint Customer Experience CX 111

The Customer Service Blog

JANUARY 12, 2021

Regular readers of this blog will know that one of my ‘pet hates’ at the moment is the way that supermarkets in the UK have been openly ignoring the laws relating to wearing masks and face coverings during the coronavirus pandemic. Maybe they could deny the customer entry to begin with. But wait a minute.

Government 52

Government Compliance 52

Beyond Philosophy

SEPTEMBER 1, 2015

Simply put: if Amazon’s workplace culture is despotic as the NY Times article said it is, then their product and the resulting Customer Experience would be, too. I admire Amazon and what they are doing with their Customer Experience. They continue to strive for excellence in the experience they deliver their Customers.

Social Media 96

Social Media Customer Experience CX 96

Customer Service Life

DECEMBER 3, 2018

This article was originally posted on the ICMI Blog during National Customer Service Week on October 2, 2018. Can we all acknowledge that customer service is a hard job? With that in mind, I want to pause for a moment and echo the words of Jeff Toister in his brand new book, Customer Service Tip of the Week.

Customer Service 104

Customer Service Contact Center Gaming Start-ups 104

Provide Support

JUNE 29, 2015

11 Customer Defusing Phrases. It’s no secret that encountering angry, hysterical, upset, and confused customers is an occupational hazard of working at a call center. Experienced agents often develop a diplomatic approach that honors the customer’s perspective while simultaneously protecting themselves from verbal abuse.

Gaming 93

Gaming 93

Sprinklr

SEPTEMBER 8, 2021

“Government doesn’t need to worry about customer experience. Where else are customers going to go to get what they need?”. I hear this fairly often when I tell people about my work in government customer experience. Contact agency Inspectors General if they believe they’ve experienced poor management, fraud, abuse, or waste.

Government 72

Government Social Media CX Artificial Intelligence 72

The Customer Service Blog

JANUARY 9, 2021

Regular readers of this blog will know that customer loyalty is the most important ingredient for business success. And the main requirement for customer loyalty is TRUST. Because if your customers trust your company, then they will remain loyal. Do your customers trust you?

Customer Loyalty 52

Customer Loyalty Start-ups Sales Customer Retention 52

Intercom, Inc.

SEPTEMBER 26, 2018

In the world of recurring revenue, SaaS companies realize they need engaged customers if they are to grow a healthy, sustainable business. This is where having a solid customer engagement strategy comes in. Nowadays, you have to win over your customers month after month just to keep the lights on. What is customer engagement?

Start-ups 202

Start-ups Customer Feedback Sales 202

Comm100

OCTOBER 25, 2017

Google’s autocomplete suggestions can be pretty telling in what people around the world are thinking about their customers – and as well as Google itself, there’s some great tools out there to help curious customer service professionals see all of the questions people are asking about customers all around the internet.

Start-ups 124

Start-ups Customer Service Social Media Contact Center 124

Hodusoft

OCTOBER 26, 2023

Several reputable businesses use them to send messages to inform their customers about their products, offers, and deals. customers have received more than 5.46 So, without further ado let’s dive right into this in-depth blog and know every relevant thing about STIR/SHAKEN in detail. Now, not all robocalls are bad.

Government 52

Government Compliance Education Engineering 52

Callminer

MAY 11, 2020

Ultimately, disgruntled employees can even have a negative impact on the customer experience , as unhappy employees are less likely to go the extra mile to ensure that your customers are satisfied. Meet Our Panel of Customer Service & Customer Experience Managers: Anh Trinh. lose it and fight with the customer…”.

Customer Experience Management 273

Customer Experience Management Customer Service Customer Experience Non-Profits 273

CSAT.AI

NOVEMBER 28, 2018

If your customer has been through the online FAQ, searched the product manual, tried finding a solution on Youtube but still needs help, their next step is a call to your customer service team. If customer service resolution isn’t meeting company goals don’t assume your customer service agent is an idiot.

Customer Service 52

Customer Service CRM Sentiment Analysis Start-ups 52

Inside Customer Service

SEPTEMBER 8, 2022

The conversation reminded me how important it is to show appreciation and support to customer service professionals who are working hard to serve us. I talk to a lot of customer service professionals like Lauren. Many feel beat up by angry and unreasonable customers. It's nice to have someone back you up. They need our support.

Customer Service 177

Customer Service Contact Center Retail 177

Help Scout

APRIL 16, 2019

Back in the old days, customer service meant talking face to face with people who came into your storefront. Real-life interactions were the original support conversations, and doing customer service this way is something people have done forever. Great customer service is about meeting and exceeding customer expectations.

Customer Expectations 40

Customer Expectations Customer Service Technology Technology 40

Callminer

MARCH 6, 2020

Managers play an integral role in ensuring high quality customer service, from hiring and training call center agents to monitoring performance, keeping tabs on vital call center metrics and keeping agents motivated every day. Read on to learn what our experts had to say about the most useful customer service interview questions for managers.

Customer Service 207

Customer Service Start-ups Education Gaming 207

Callminer

MARCH 6, 2020

Managers play an integral role in ensuring high quality customer service, from hiring and training call center agents to monitoring performance, keeping tabs on vital call center metrics and keeping agents motivated every day. Read on to learn what our experts had to say about the most useful customer service interview questions for managers.

Customer Service 182

Customer Service Start-ups Education Gaming 182

CX Accelerator

SEPTEMBER 16, 2022

Many leaders do in fact think they are supporting Customer Experience in their organization. Budget, personnel, structure, culture, organizational habits, and lack of demonstrable progress impact sustained operational commitment to customer experience. How much authority will the Customer Experience function be granted?".

CX 208

CX Start-ups Finance Engineering 208

Callminer

APRIL 30, 2020

Given the often-hectic nature of call-based customer support, it is not at all uncommon for conflicts to arise with confused or otherwise frustrated customers. The most successful companies have solutions in place for monitoring customer interactions and analyzing customer sentiment. Be sure to apologize.

Customer Service 273

Customer Service Contact Center Start-ups Construction 273

CSAT.AI

JUNE 7, 2022

Customer service whether it is as a content moderator, contact center agent or customer sales rep is emotionally taxing. It takes serious work for a customer service rep to create an exemplary experience under duress with a smile. Managing a customer contact center well includes addressing more than customer emotions.

Customer Service 81

Customer Service Contact Center Customer Satisfaction Technology 81

ProProfs

DECEMBER 23, 2020

Today it is common to witness incidents of verbal abuse, intimidations, and physical assaults in the workplace. This blog post discusses this and more. Customer/Client. This type of workplace violence involves a customer or client, and it occurs in the course of normal duties. Conclusion. workplace. Let’s dive in.

Healthcare 52

Healthcare Compliance Education Start-ups 52

Intercom, Inc.

MAY 31, 2018

To build a great business, as Steli Efti has learned, your customers must feel the pain of that problem too. blog , books on everything from product demos to outbound sales, and the Startup Chat podcast that he co-hosts with Hiten Shah. Here are five quick takeaways: Sales teams know their ideal customer profile intimately.

Sales 223

Sales Non-Profits Start-ups CRM 223

Lightico

AUGUST 5, 2021

In this blog, we’ll explain: The purpose of SCRA, eligibility for benefits, and what these benefits include for banking customers. The pain of current SCRA banking processes for both banks and their customers. Which banking customers are eligible for SCRA benefits? Any member and reservist on active duty in the U.S.

Compliance 52

Compliance Legal Contact Center NPS 52

CSAT.AI

NOVEMBER 20, 2019

High stress, low wages, abuse. We’re not talking about indentured servants, we’re talking about customer service. On average, only 1%-5% of customer engagements are reviewed. This is insufficient data for maximizing expensive customer service operations, and it has not reduced unnecessary hostile treatment.

Customer Service 52

Customer Service Sentiment Analysis Contact Center AI 52

CSAT.AI

OCTOBER 11, 2019

Happy Customer Service Week! One of the things I feel most strongly about is that customer service professionals should never ever be sworn at, demeaned or abused. Sometimes agents feel powerless, and can’t tell a customer they’ve crossed the line. This is not acceptable for the agent, the managers or the next customer.

Innovation 52

Innovation Customer Service Sentiment Analysis Sales 52

Fonolo

FEBRUARY 19, 2019

It’s hard to believe, but the WordPress dashboard doesn’t lie: This is our 1000 th blog post! From the very beginning, we knew we didn’t want the blog to just be a tool for self-promotion. Too many company blogs are filled with recycled press releases and thinly-veiled cheer-leading. Chat, Messaging, and Customer Service.

Contact Center 62

Contact Center AI Artificial Intelligence Entertainment 62

Comm100

NOVEMBER 6, 2017

Social media is a modern day holy grail for businesses: should your company achieve a successful social media strategy, the promise is happiness (for you and your customers), abundance (of engagement and incoming cash flow), and longevity (of your corporation… social media is, after all, a major driver of what keeps businesses relevant nowadays).

Social Media 59

Social Media Customer Service Start-ups Legal 59

ProProfs

FEBRUARY 4, 2021

From child sexual abuse to coercive sex among college-goers, cases of sexual harassment in Connecticut are more widespread than one would like to think. In this blog, I’ll be focussing on an offense that is no less degrading to victims. Training Recordkeeping in Connecticut. Penalties for Non-Compliance.

Compliance 52

Compliance Legal Government Education 52

CSAT.AI

JULY 31, 2019

Abuse is not high on the list for most job seekers, customer service employees included. Though there are many reasons for agent t urno ver in contact centers , one cause is harassment from customers. Here are three ways contact center agents are abused and tools to improve the situation. Disrespect. Sexualized Comments.

Contact Center 72

Contact Center Sentiment Analysis Legal AI 72

Intercom, Inc.

MARCH 29, 2018

His team works with companies ranging from tech giants like Amazon, Uber and Salesforce to Series A stage up-and-comers as they try to acquire more customers. A lot of stuff that he writes on his blog is longer form. One example of something we did on the Single Grain blog recently was add Amazon Polly to all of our articles.

Start-ups 192

Start-ups Engineering Gaming Direct Marketing 192