Execs In The Know

APRIL 28, 2022

Are you looking for the smartest way to support customer care while protecting your brand? Agents have more cognitive bandwidth to do the job they were hired to do: provide an empathetic customer care experience. Self-service solutions are readily available and widely used. For most contact center leaders, the answer is yes.

Contact Center 98

Contact Center Machine Learning Artificial Intelligence Customer Satisfaction 98

Callminer

AUGUST 1, 2017

If customers are being sent to the wrong department, then they tied up customer service personnel from helping the right people. Just by using software, you can scale from one customer representative agent to one thousand and back again without dealing with any downtime. Alex Tebbs. Katherine Dougherty. Kolin Porter.

Contact Center 334

Contact Center Real Estate Start-ups Sales 334

SugarCRM

FEBRUARY 1, 2024

According to a recent report by McKinsey Digital , about 52% of the value that Gen AI could deliver applies to customer operations, marketing, and sales. At Sugar, we recently announced that Generative AI is part of our solutions and products , ranging from Sales Automation to Marketing and Service. Access Ready-Made Call Scripts.

AI 29

AI Sales CRM Innovation 29

Customers That Stick

SEPTEMBER 15, 2014

At the core of all customer experience is communication. Communication helps direct a customer to the right department, helps make a customer feel valued, and helps give context to a product or service. Below is a quick checklist you can use to review and improve your customer-facing communication: Is the meaning clear?

Customer Service 157

Customer Service Customer Experience 157

Hodusoft

MAY 10, 2024

Now, they’re the cornerstone of customer service and support, enabling seamless communication and collaboration with the help of call and contact center software , regardless of physical location. Virtual call centers leverage cloud-based technology to enable remote agents to handle customer inquiries from anywhere in the world.

Contact Center 52

Contact Center Social Media Compliance Artificial Intelligence 52

Customers That Stick

OCTOBER 2, 2014

Her work in customer experience, employee engagement, leadership, teamwork, transforms how people think, act, and interact. Kate, what was your first job and what did you learn about customer service in it? Dealing with the public is great training for customer service. It makes or breaks customer experience.

Government 152

Government Customer Service Customer Experience 152

Beyond Philosophy

OCTOBER 28, 2014

All the little parts along the way in your experience are what make a Customer experience Customer-Centric. Putting the Customer first in everything you do applies to every part of your organization, from the way you greet them to the way you bill them. These choices affect the Customer Experience.

Customer Experience 136

Customer Experience CEM Technology Technology 136

Beyond Philosophy

OCTOBER 28, 2014

All the little parts along the way in your experience are what make a Customer experience Customer-Centric. Putting the Customer first in everything you do applies to every part of your organization, from the way you greet them to the way you bill them. Why Systems Matter to Your Customers. Well, so do your Customers!

Net Promoter Score 120

Net Promoter Score Customer Experience CEM Customer Retention 120

Hodusoft

JANUARY 18, 2022

This blog explores factors influencing the auto dialer software market in 2022 , such as manufacturing techniques and methods, distribution channels, and models of products. This allows personalization and preparation for any customer interaction, regardless of whether it’s an initial exploratory call or a follow-up message.

E-commerce 105

E-commerce Hospitality Hospitality Education 105

Totango

SEPTEMBER 13, 2022

Customer Success Playbook Strategies: Mapping a Path to Winning Outcomes. A customer success playbook maps out a game plan you can use to automate successful outcomes for your clients. We’ll walk you through a five-step strategy to promote customer success using playbooks. What Is a Customer Success Playbook?

Customer Retention 89

Customer Retention Construction Touchpoint Gaming 89

Zendesk

APRIL 28, 2021

To offer superior support, customer service teams need their systems, tools, processes—and most of all—people to work in harmony. But in lieu of personalized service, self-service support is your stand-in, and it needs to be just as good as your agents. When customers prefer self customer service.

Start-ups 98

Start-ups AI Customer Service Customer Expectations 98

Customer Service Life

MARCH 6, 2019

This article was originally published on the FCR blog on February 7, 2019. I finally placed the call a couple days later and was connected with a customer service representative. What the customer was thinking. Evaluate call scripting. Improve the customer experience long before the customer calls.

Contact Center 92

Contact Center Sports Customer Service Start-ups 92

Comm100

NOVEMBER 4, 2015

Would you accuse a play of being bad just because the actors used a script? The same should apply to a quality customer service chat. Sure, it’s a little different from theater–you are responding to a customer’s immediate questions and needs, and not just providing entertainment. It Helps Customers Trust You.

Entertainment 62

Entertainment Customer Service 62

Totango

AUGUST 23, 2022

B2B Customer Journey Touchpoints: A Guide for CS Teams. B2B customer journey touchpoints mark the roadmap toward successful outcomes for clients and CS teams. In this way, customer journey B2B touchpoints serve as a powerful tool for increasing the effectiveness of your customer success strategy. Customer service.

Touchpoint 118

Touchpoint B2B Customer Journey Map Social Media 118

Comm100

NOVEMBER 6, 2015

Customers generally want to feel secure in their purchases, and that comes easier when a sales associate makes you feel appreciated. Now imagine exercising your excellent customer service skills on a chat, only to have a customer feel it was awful because of the last few minutes. Thank the Customer.

Customer Service 76

Customer Service Sales 76

Provide Support

JULY 25, 2016

Ditch the Script: How to Personalize Real-Time Customer Service. Today we are pleased to share a guest posting by Stephan Delbos , a social customer service expert from Brand Embassy. If only social customer service agents had it so easy. Published in Provide Support Blog , 2016. Read more.

Customer Service 47

Customer Service Contact Center Technology Technology 47

Provide Support

JUNE 7, 2016

Somewhere along the line, the customer service industry envisioned that it would be a great idea to start scripting everything. On the surface, it seems as though a script allows little room for error. Your scripts may be cheapening the quality of your service, and your customers will notice that immediately.

Customer Service 43

Customer Service Education Innovation Start-ups 43

Beyond Philosophy

MAY 31, 2019

We discussed the importance of memory for a Customer Experience and the influences on how we remember things in our latest podcast. That is why helping your customers have a wonderful memory of your experience is essential. If you don’t, you may be managing the wrong metrics in your Customer Experience. How Memory Works.

CX 153

CX Net Promoter Score Gaming Customer Experience 153

Customers That Stick

DECEMBER 15, 2014

Welcome to the Monthly Mash, a mashup of tools, tales and tips on customer service and the customer experience from around the blogosphere. Thoughts on the Customer: The Sympathetic Holiday Shopper. The Month in Customer Service Blogging. Content and happy employees make content and happy customers.

Mystery Shopper 126

Mystery Shopper Contact Center Social Media Retail 126

Hodusoft

JUNE 21, 2023

If yes, then you must know everything about call centers starting from all call center systems to how to select the best call center software and customer service agents. The people who answer incoming calls or make outgoing calls are known as customer service representatives. How does a call center work?

Omnichannel 52

Omnichannel Start-ups Customer Service Sales 52

Fonolo

OCTOBER 5, 2023

You wouldn’t be the first customer service professional to ask themselves if a chatbot is really any different than an IVR. Props to Jeremy Watkin , Director of Customer Experience and Support at NumberBarn, who first posed the question on Twitter and got us thinking about the topic.)

Artificial Intelligence 57

Artificial Intelligence Machine Learning Contact Center AI 57

Comm100

NOVEMBER 11, 2015

How often do you actually succeed in getting customers to add a little something extra to their carts? Maybe your bad luck with unreceptive customers isn’t the reason you haven’t been able to increase revenue. Try the following awesome upselling techniques: Make the Customer Comfortable. Address customers by name.

Sales 72

Sales B2C B2B Gaming 72

Comm100

OCTOBER 23, 2015

We’ve all been there: a customer wants you to ship a product in a color that you’ve never even heard of before, or demands a refund for a subscription they’ve been enjoying for seven months already. It’s a difficult situation, because common wisdom dictates that, “the customer is always right.”. What’s a customer service agent to do?

Start-ups 91

Start-ups Customer Satisfaction Customer Service Customer Feedback 91

SurveySensum

NOVEMBER 8, 2023

Customer experience encompasses every interaction a customer has with a business. A survey conducted by TELUS International revealed that 65% of customers anticipate­ some level of CX automation in their customer journey. In this blog, we are going to explore the hot topic of CX automation from A to Z.

CX 52

CX Customer Experience Artificial Intelligence NPS 52

Hodusoft

JULY 3, 2023

When agents learn to make the most of their stipulated time and provide superior customer service within that, then nothing can stop money from pouring in. When customers call your call center (or contact center), they need their issues and queries to be resolved as fast as possible. Both scenarios are bad. How to calculate AHT?

Contact Center 52

Contact Center Customer Satisfaction Customer Relationship Management Start-ups 52

Comm100

NOVEMBER 18, 2015

But there are so many instances in which you have to apologize to a customer. Perhaps you made a customer wait on hold for a little too long. It can seem overwhelming to figure out how to apologize to customers. But an apology is the key to showing a customer your deep commitment to their satisfaction. The list goes on.

Start-ups 65

Start-ups Customer Service 65

Comm100

JULY 20, 2021

Customer service has long been a slow-moving piece of the broader business landscape, and it’s not hard to see why: business owners are reluctant to experiment with customer service channels they’re unfamiliar with. For customers. 61% of customers feel that being serviced by chatbots is the way of the future.

Customer Service 58

Customer Service E-commerce Start-ups Sales 58

Comm100

SEPTEMBER 14, 2015

If you work in customer service, then you know that words are incredibly powerful. But the right words also have the power to create happy, life-long customers. But the right words also have the power to create happy, life-long customers. Helping a customer should start from a sincere and positive place.

Customer Service 94

Customer Service 94

Beyond Philosophy

JANUARY 20, 2020

The scientific name for it is Escalation of Commitment, but it is also the basis of many sales techniques, and it is an excellent way to get your customers to say yes. . In our global Customer Experience consultancy, we have encountered clients that use escalating commitment as a sales technique. Getting Customer to “Yes”.

Start-ups 178

Start-ups Sales Manufacturing Customer Loyalty 178

Comm100

NOVEMBER 25, 2015

When the live chat going gets tough you might think to yourself, what do customers truly expect from me? But several live chat features make it easier than ever to anticipate customer pain points—and with proactive chat, you can dazzle customers by reaching out before they even think to make their way to the “contact” page.

Finance 41

Finance Customer Satisfaction Engineering Sales 41

Beyond Philosophy

AUGUST 1, 2019

I believe it is crucial to do more than discuss your theories about Customer Experience strategy. In other words, theories are fascinating but falderal unless you implement them in your Customer Experience. It starts with understanding the customer journey and how they feel during the different moments of their experience.

Customer Loyalty 149

Customer Loyalty Legal CX Start-ups 149

Beyond Philosophy

JUNE 17, 2019

I am cursed with the fact that I can’t have a Customer Experience without analyzing it and defining what they should do differently. But I am also blessed, because my Customer Experience knowledge has fed my family for 20 years! As I often tell my audiences, I am blessed and cursed. So I shouldn’t complain. The waitress comes by.

Start-ups 121

Start-ups Gaming Customer Experience 121

Zendesk

JUNE 11, 2021

But not every lead that enters the top of your sales funnel will come out the other end as a customer—there’s bound to be some pretty significant spillage along the way. Sales funnel definition: A sales funnel is a sales and marketing tool used to illustrate the steps of the customer journey. What is a sales funnel?

Sales 86

Sales Social Media B2B CRM 86

Comm100

SEPTEMBER 7, 2015

Anyone who has ever worked in customer service to any capacity has had an angry customer bark them down at one point or another. But did you ever truly learn how to convert those angry complainers into happy, loyal customers? Free Download] Live Chat Scripts to Make Stellar Agents. Download the Scripts Now.

Start-ups 57

Start-ups Customer Service 57

Comm100

OCTOBER 21, 2015

But did you ever stop to think that this concept also applies to your live chat service? But a customer’s judgment dictates your ability to serve him or her. If you say or do the wrong thing, you can jeopardize your ability to effectively help a customer. Try powering up your conversations with clarity to gain customer favor.

Start-ups 57

Start-ups Customer Service 57

Customer Service Life

MAY 20, 2019

This article was originally published on the Talkdesk blog on March 15, 2019. Looking back a decade or so ago, I was a customer service manager at a small SaaS (software as a service) company feeling my way through the contact center. I like to tell folks that our product is customer service.

Customer Experience 67

Customer Experience Contact Center NPS Gaming 67

Customer Service Life

AUGUST 10, 2017

This article was originally published on the FCR blog on July 25, 2017. If you’ve worked with a customer service team for any length of time, you’ve likely encountered a quality assurance form at some point. You’re essentially teaching your agents to speak a common language and customers appreciate the consistency.

Net Promoter Score 68

Net Promoter Score Customer Service Customer Satisfaction Contact Center 68