Fonolo

SEPTEMBER 11, 2018

We got a lot of feedback on last week’s blog , both in private and in public (see this thread on LinkedIn, for example). Contemplating the eventual fate of humans in the customer service process leads to some spicy conversations. Register for “The Impact of AI in Customer Experience” here. On closer look, don’t be fooled.

AI 89

AI Customer Service Contact Center Artificial Intelligence 89

Zendesk

MARCH 22, 2021

In 2021, customers can check a business’s reputation just by pulling out their phones and doing a quick search. These days, 87 percent of buying decisions begin with research conducted online before the purchase is made,” says Rani Sivesind , a customer success operations manager at Zendesk. What is a customer testimonial?

B2B 98

B2B Entertainment Start-ups B2C 98

Zendesk

JUNE 15, 2023

As the face of an organization, customer service is a critical component of any business. With customer expectations constantly evolving, the role of customer service professionals has become increasingly complex, requiring a unique set of skills, knowledge, and expertise. Do: List your technical skills.

Customer Service 52

Customer Service Hospitality Hospitality Education 52

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

Lumoa

MARCH 21, 2023

You read blog posts and research articles if you want to learn more about a specific topic. Although it makes sense to search for information online where you can find up-to-date answers to specific questions, what about getting a more comprehensive understanding by reading a book about the topic. I hold nothing back.

Customer Experience 94

Customer Experience Customer Experience Management CX Start-ups 94

Bill Quiseng

MARCH 7, 2016

We have all seen the word “viral” tagged to a personal story about bad customer service more often than a good one. At the same time, the millennials and Gen Z who interact primarily through digital communication are becoming your customers and will expect you to be available to them via social media.

Social Media 123

Social Media Customer Service B2C Voice of the Employee 123

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

Provide Support

JUNE 23, 2016

How to Build a World-Class Customer Service Team. It’s undoubtedly true that basing your business around customer service always pays off. These days, we’ve been witnessing many amazing stories of companies that made customer service a key pillar of their business and eventually the face of their brand.

Customer Service 43

Customer Service 43

Fonolo

SEPTEMBER 11, 2018

We got a lot of feedback on last week’s blog , both in private and in public (see this thread on LinkedIn, for example). Contemplating the eventual fate of humans in the customer service process leads to some spicy conversations. Register for “The Impact of AI in Customer Experience” here. On closer look, don’t be fooled.

AI 52

AI Customer Service Contact Center Artificial Intelligence 52

Helpt

FEBRUARY 14, 2024

This blog post will illustrate the basics of DDDM, tracing the transition from traditional decision-making approaches to the data-centric ones in place today. But let’s first start with a story that may speak to your caveman-like tendencies. The Rise of Big Data in Business So what’s the lesson to this story?

Machine Learning 52

Machine Learning Social Media Data Mining Artificial Intelligence 52

Fonolo

SEPTEMBER 4, 2018

It’s not an easy topic because there are many ways to look at economic data, especially from a country as large and diverse as the United States. We addressed this on the blog: No, Google’s Duplex is Not Going to Replace Call Centers. What’s happening is that the ways customers and companies interact is changing.

AI 209

AI Contact Center Start-ups Innovation 209

Comm100

JUNE 13, 2018

Welcome to the first of a new series of monthly posts where I will be looking at the best of Customer Service, Customer Experience and Customer Success articles that can be found online. made an excellent point about churn and the importance of customer service. Have a H.E.A.R.T.

Customer Service 41

Customer Service Education CX Gaming 41

Customers That Stick

OCTOBER 23, 2014

I’d like to take a moment to tell Customers That Stick™ readers about the 25 th annual Compete Through Service Symposium ( online brochure ) put on by the Center for Services Leadership at Arizona State University’s W.P. I am proud to say that I have a Certificate in Customer Experience from the W.P.

Healthcare 128

Healthcare Innovation Education CX 128

SurveySensum

JANUARY 9, 2024

In this digital age of customer shopping behavior, customer experience is not JUST a desirable outcome – it’s CRITICAL to your business’s success. I believe that today’s consumers are more attentive to the quality of the service they receive rather than the product itself. CSAT score.

VOC 52

VOC Scorecard Construction Customer Satisfaction 52

Execs In The Know

FEBRUARY 16, 2023

Zenarate clients experience clear, tangible benefits that include: 56% Faster Speed to Proficiency 22% Higher Conversion Rates 33% Higher CSAT scores 32% Lower Employee Attrition Take, for example, Western Union – a Zenarate customer who has deployed Zenarate simulation training worldwide in multiple languages.

AI 52

AI Scorecard Contact Center Compliance 52

Steven Van Belleghem

FEBRUARY 24, 2021

Founded in 2008, Behind the Brand with Bryan Elliott is a show about innovators, entrepreneurs and the stories behind their success. Pat Flynn is a blogger and internet marketer most famous for his blog Smart Passive Income. So he must be doing something right, when it comes to customer engagement and experience.

CX 98

CX Customer Experience Social Media Innovation 98

Fonolo

MARCH 7, 2023

Today’s customers are a demanding bunch. That’s where self-service comes in. Even if you provide 24/7 live support, there are many situations where a customer can’t get in contact or doesn’t have the time to wait for an agent to become available. With this in mind, one can read “AI/chatbot” stories more critically.

Social Media 87

Social Media AI Technology Technology 87

Beyond Philosophy

MARCH 16, 2016

All Customer Experience professionals are in sales. Even if you never sell a good or service to a single Customer, you are still in sales. Customer Think published a great article on the topic of selling your CEO and the other members of the C-Suite. Tip #2: Get more time for Customers on the agenda.

Sales 112

Sales CX Customer Experience Customer Service 112

ClientSuccess

NOVEMBER 2, 2020

As SaaS organizations and their customers slowly but surely get used to the ‘new normal’ that 2020 ushered in, customer success managers and team leaders are more focused than ever before. Luckily for customer success teams, there is no shortage of resources available. The ClientSuccess CSM From the Trenches Blog Series.

Education 70

Education Innovation Customer Service 70

Fonolo

FEBRUARY 9, 2023

In the world of contact center metrics, service level has always held a special place. This metric is universally understood across the industry, and clearly conveys how quickly customer calls are answered by support agents. What is the Purpose of Service Levels? Where Did the 80/20 Service Level Rule Come From?

Net Promoter Score 142

Net Promoter Score Contact Center Compliance Customer Satisfaction 142

Zendesk

APRIL 16, 2021

Sales reps know nothing’s harder than patiently nurturing a lead, establishing a relationship with them, and carefully converting them into a customer—nothing, of course, except finding a good lead in the first place. How lead generation fits into the customer journey. How lead generation fits into the customer journey.

Social Media 98

Social Media B2B Sales Start-ups 98

Fonolo

JANUARY 9, 2019

All juicy topics worth exploring. We’re going to dive into all of the above on our blog this year, along with our usual coverage of industry reports, public company earnings, fun posts about call center life, findings from our sister site OnHoldWith.com , webinars, hangouts, Fonolo news (of course), and more. Chat, Messaging and Text.

Contact Center 70

Contact Center Artificial Intelligence Outlook AI 70

Customer Service Life

JANUARY 15, 2019

This article was originally published on the FCR blog on December 10, 2018. As I was scanning my list of blog post ideas, I realized I had some miscellaneous thoughts that fit under the quality umbrella and it’s about time we discuss them. It increases the likelihood of customer churn. Click here to read the original.

Contact Center 75

Contact Center Compliance Customer Service 75

Customer Service Life

JUNE 26, 2017

Ruth McCullen and Jeremy Watkin had the pleasure of having Virginia from Kingman Ink draw as we helped contact center leaders tell better stories. This article was originally published on the FCR blog on June 9, 2017. He talked about how we build trust with our customers by delivering a consistent, predictable experience.

Contact Center 68

Contact Center Artificial Intelligence Entertainment Customer Service 68

Logicalware

AUGUST 26, 2021

There has been a deluge of research exploring how customer behaviour has changed during the pandemic. So in this blog, I thought I’d share some of the most interesting UK, EMEA and global insights I’ve seen in relation to customer behaviour, experience and interaction. Customer priorities have changed.

Invoicing 88

Invoicing Start-ups Omnichannel Customer Service 88

Bill Quiseng

MARCH 28, 2016

This week’s blog post is contributed by a very special guest, actually more like a guest star, Nancy Friedman , better known as “The Telephone Doctor.” By using only a few of these Telephone Doctor tips, you will raise awareness and increase customer satisfaction. What did you say” isn’t great customer service.

Entertainment 128

Entertainment Social Media Customer Service Customer Satisfaction 128

ECXO

DECEMBER 26, 2023

02 2 Best Customer Experience Books 2023 in Digital Data, Design and Centricity – The famous 3 Ds: Digital, Data, Design. This article was originally posted at [link] During 2022 and December 2023, We read a series of 56 books that I found interesting and valuable for us in CX, Design, and Services. Here is the link. Here is the link.

CX 52

CX Social Media Sports Customer Service 52

Execs In The Know

JULY 1, 2021

Although the conversation ranged across a variety of topics (all related to WFH), the overarching theme was pointed toward identifying the most critical pieces for achieving long-term WFH success. This is where technology can level-set conditions and build parity into every customer experience. Blog post, written by: Execs In The Know.

Contact Center 98

Contact Center Entertainment Hospitality Hospitality 98

Fonolo

OCTOBER 24, 2018

Too many companies put the sizzle before the steak: Launch first, talk a big game, and hope customers will come later. Interestingly, Shopify switched from Talkdesk to Flex which re-energizes one of the big topics from the discussion when Flex was first announced: Will Twilio now be competing with its customers?

Gaming 103

Gaming Start-ups Innovation AI 103

Intercom, Inc.

FEBRUARY 23, 2022

This is especially true among employees experiencing increasing demand due to the pandemic, such as support agents, as our latest Customer Support Trends Report shows: 64% of support leaders say their team has felt burned out in the past 12 months. So it’s an important topic.

Start-ups 118

Start-ups Social Media Education Customer Service 118

Comm100

MARCH 25, 2024

Whether you’re planning a customer support chatbot for your website or building an engaging marketing bot for Messenger, being aware of the do’s and don’ts of bot planning and development will help ensure that your chatbot is effective, and that it meets customers’ expectations every time.

Start-ups 96

Start-ups AI Customer Expectations Social Media 96

Comm100

NOVEMBER 8, 2017

You want your live chat customer service experience to be top notch, so it’s no wonder you want the best and the brightest for the job. How can you tell who will treat your customers with kindness and compassion – who will work diligently to provide them with the solutions and the support that they are reaching out for?

Customer Service 42

Customer Service Start-ups Construction Customer Satisfaction 42

Steven Van Belleghem

JANUARY 22, 2020

I’ll start my list with a little bit of an outlier, who is not a ‘pure’ customer experience speaker, but that’s also exactly the reason why I like Simon Mainwaring so much. But most importantly: he was one of the first keynote speakers to talk about purpose-driven branding and storytelling, a topic for which the world now finally seems ready.

Customer Experience 52

Customer Experience Social Media Innovation Start-ups 52

Shep Hyken

MARCH 7, 2022

Each week I read many customer service and customer experience articles from various resources. How to Build Customer Loyalty by Sharing the Inflation Burden by Joel Comm. But there are some companies that are finding ways to keep their doors open while also keeping those inflation costs from impacting their customers.

Customer Service 11

Customer Service E-commerce Retail Customer Loyalty 11

Comm100

SEPTEMBER 28, 2022

Looking to improve your customer service? Before you begin making changes to your service delivery and your staffing practices, it’s important to understand how your organization compares against industry. If you want more customer engagement, consider switching to a proactive live chat strategy. Average wait time.

Customer Satisfaction 91

Customer Satisfaction Net Promoter Score Sales Start-ups 91

Customer Bliss

JULY 23, 2019

In my Daily Dose video series, I explore the topics that chief customer officers must grapple with on a daily basis. The extra mile customer with the gusto to call and call, search, act as a private eye, and put the pieces together and make copies and send files and return receipts gets the worm. End service exhaustion!

Healthcare 69

Healthcare CX Customer Experience Customer Service 69

Lumoa

APRIL 24, 2018

The Net Promoter System® (or NPS) has been a popular customer experience metric since its creation in 2003. Before we dive deeper, here’s a detailed guide to how to improve your customer experience with NPS (and here is a quick summary of what NPS is and isn’t ). blog linkedin twitter Why? "I blog linkedin twitter Why?

NPS 135

NPS CX Net Promoter Score Close the Loop 135