Helpt

FEBRUARY 27, 2024

We’re going to start this blog post with a heavy dose of nerdy: place yourself back to when you played your last Japanese roleplaying game or Dungeons and Dragons. Just like in D&D, success in the world of Managed Service Providers (MSPs) goes beyond technical expertise.

Gaming 98

Gaming Innovation Start-ups Customer Satisfaction 98

CX Accelerator

JANUARY 11, 2021

Customer service as a differentiator. , Roy Atkinson shares this wonderful insight, "Tony Hsieh and his approach to customer service and CX impacted me and the industry in a big way. The idea of being a provider of customer service that happened to sell shoes gave us the idea that service is our big differentiator and a real asset.".

CX 182

CX Innovation Contact Center Education 182

Futurelab

MARCH 20, 2022

KEY FINDING #1: EMPLOYEE EXPERIENCE IS THE BIGGEST OBSTACLE “Employee motivation” and “skills and training” were the top inhibitors of successful customer experience programs. Here’s a blog post about how to improve the employee experience across the five stages of the employee lifecycle. Training and motivation can go hand in hand.

CX 130

CX Start-ups Customer Experience Customer Expectations 130

Inside Customer Service

MARCH 2, 2023

This blog is a participant in the Amazon Services LLC Associates Program, an affiliate advertising program designed to provide a means to earn fees by linking to Amazon.com and affiliated sites. The topics ranged from the training they received to whether they had a good friend at work. Is burnout gripping your contact center?

Contact Center 212

Contact Center Start-ups Customer Service 212

Zendesk

SEPTEMBER 6, 2023

As any support team manager can attest to, the deleterious effects of stress and burnout have very real consequences for customer service teams. From heavy employee turnover to impacted levels of service, the pressure of rising customer expectations and heavy workloads can hobble teams and exact a human cost that goes beyond business metrics.

Healthcare 69

Healthcare Customer Expectations Customer Service Customer Experience 69

Execs In The Know

JUNE 14, 2023

In today’s digital world, building a culture of security within your organization is crucial. This blog post will explore some best practices for maintaining security for remote employees, with a focus on data security and workplace privacy. What Is a Culture of Security?

ML 52

ML Artificial Intelligence Education AI 52

Help Scout

APRIL 29, 2021

Your customer service culture is not what your fancy “Customer Guarantee” promises, and it’s not whatever you say it is in your new employee handbook. Your culture is the set of beliefs held by your employees about your company: who and what it is for, what it values, and how they act in response to those beliefs.

Customer Service 139

Customer Service Sales Start-ups Voice of the Customer 139

Fonolo

FEBRUARY 11, 2021

So, it’s in your business’ best interest to ensure your team is well-trained, equipped, and motivated to make the most of each workday. It’s in your best interest to ensure your team is well-trained, equipped, and motivated. #cx Provide self-service options. Establish a comprehensive training & coaching program.

Start-ups 141

Start-ups CX Technology Technology 141

Steven Van Belleghem

MAY 3, 2022

And as always, I wanted to write down my top insights here on my blog as well: Going above and beyond. But on top of this amazing offering, there’s a strategic human aspect too: the people, their services and their attitude are completely in line with going above and beyond what customers expect. People: Training + Empowerment.

CX 109

CX Entertainment Sports Customer Feedback 109

Uniphore

DECEMBER 6, 2021

Contact centers can have the best customer service agents and the latest and greatest technology. Contact center leaders have a lot on their plate–from ensuring customer satisfaction and encouraging technology adoption to keeping agents happy and well-trained. Management competency also involves coaching and training employees.

Contact Center 130

Contact Center Technology Technology AI 130

Hodusoft

MARCH 21, 2024

Whether it is about offering customer support or managing the data, BPO plays a key role in the success of today’s businesses, connecting companies with specialized services across borders. Additionally, factors like limited growth opportunities, insufficient training, and low job satisfaction can further intensify turnover rates.

Omnichannel 52

Omnichannel Contact Center Social Media Data Entry 52

Execs In The Know

NOVEMBER 22, 2022

The current hiring environment for customer service agents with native speaking skills is one of the toughest positions to hire and retain; imagine what that will look like in a few years. Cultural nuances in different countries impact your operations and staffing strategies. Think outside of the hiring box.

Contact Center 98

Contact Center CX Technology Technology 98

Customer Service Life

APRIL 14, 2021

I periodically have a variety of updates and resources that I’ve contributed to that I want to share on this blog. Unwritten Rules of Customer Service. On March 16, I joined the Engati podcast to talk about all things customer service and customer experience. Advice for New Customer Service Leaders.

CX 83

CX Contact Center B2B Customer Service 83

MattsenKumar

JULY 31, 2023

10 Ways to Deliver a Customer-Centric Experience in FinTech- In this blog post, we explore practical tips and strategies to help businesses deliver a genuinely customer-centric experience in FinTech that drives loyalty and growth. Agents should be trained to hear customers, apprehend their requirements, and deliver tailored solutions.

Social Media 52

Social Media Customer Feedback Customer Satisfaction Customer Relationship Management 52

Lumoa

APRIL 6, 2023

To ensure that customer experience is successful, companies must focus on creating strong relationships- by understanding customer needs and providing exceptional service. Revisit Organizational Culture Gaps in organizational culture often regrettably stem from a less-than-ideal leadership style.

Customer Experience 83

Customer Experience CX Sales Customer Feedback 83

Steven Van Belleghem

SEPTEMBER 19, 2021

Every organization can add services on top of the products that they deliver. If you are in a “commodity” market, just figure out what the services are that you can build around it. And to make sure that the customers would keep coming back they invested a lot in customer service and in-store experience.

Customer Experience 134

Customer Experience Construction Education Customer Satisfaction 134

Inside Customer Service

MARCH 11, 2021

The survey consisted of questions grouped into 15 categories, ranging from overall satisfaction to leadership, training, and culture. If you read this blog with any regularity, you know I often write about the importance of having a clear customer service vision. The survey was conducted in 2020.

Contact Center 256

Contact Center Customer Feedback Gaming Customer Service 256

SurveySensum

FEBRUARY 27, 2024

However, employee satisfaction isn’t just about creating happy employees – it encompasses a complex interplay of factors, including job fulfillment, work-life balance, opportunities for growth, recognition, and a supportive company culture. agree regarding the efficiency of organizational culture in providing employee satisfaction.

Healthcare 52

Healthcare Net Promoter Score Start-ups Customer Satisfaction 52

ClientSuccess

FEBRUARY 22, 2023

Customer Support Customer support is focused on assisting customers with a problem or issue with a product or service. Customer support agents are trained to identify and diagnose customer problems and then provide solutions or workarounds to resolve them. Unlike customer support, which is reactive, customer success is proactive.

Customer Satisfaction 70

Customer Satisfaction Education Customer Retention Customer Relationship 70

Beyond Philosophy

DECEMBER 6, 2019

When I thought about it, there were some common telltale cultural signs organizations share that indicate where their focus lies. This answer became my second book, Revolutionize Your Customer Experience , which explores how the culture of a company reflects how customer-centric the organization is. I wondered how I did that.

Net Promoter Score 171

Net Promoter Score CX NPS Start-ups 171

CX Accelerator

MAY 28, 2019

There is no place in the world I’d rather work than in Customer Service. So how does one develop a team culture such as this? Bonus points if you can create a service event that brings you together with your local customers! Idea #4 - "Life" Training I work inside a software company. Photography. That’s right.

Contact Center 140

Contact Center Hospitality Hospitality CX 140

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

Execs In The Know

MAY 22, 2023

In this blog post, we’ll be exploring the benefits and challenges associated with focusing on agent-focused employee experiences, specifically how integrating this kind of approach can improve customer interactions. Enter the agent-focused employee experience.

CX 64

CX Technology Technology Construction 64

SurveySensum

JULY 10, 2023

This is how Starbucks prioritizes its customers and consistently delivers exceptional retail customer service – showing how by creating a positive customer experience you can foster trust, cultivate customer loyalty , and set your business apart. So, are you delivering the best customer service in today’s competitive world?

Retail 52

Retail Customer Service E-commerce Social Media 52

Callminer

MAY 11, 2020

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. Ongoing training and coaching are equally important to ensure that your employees are equipped with the skills and knowledge they need to do their jobs effectively.

Customer Experience Management 273

Customer Experience Management Customer Service Customer Experience Non-Profits 273

Shep Hyken

JULY 5, 2021

Each week I read many customer service and customer experience articles from various resources. Experience Hotel Blog) The Experience Hotel team decided to conduct a survey on the impact of the different types of emails you can send to your customers. 7 ways leaders can model great customer service by Jeff Toister.

Customer Service 133

Customer Service Customer Loyalty CX Customer Experience 133

Fonolo

SEPTEMBER 14, 2023

In a busy customer service department, having an agreed-upon set of milestones helps you cross the finish line because it clarifies decision-making, keeps morale up, and can even reduce agent turnover. In this blog, we’ll discuss how to create goals that will take your call center to the next level. Using the S.M.A.R.T

Contact Center 91

Contact Center Customer Satisfaction Construction Social Media 91

Comm100

JUNE 6, 2023

In 2022, it announced the awarding of $286 million across 48 states and territories to boost the training and hiring of mental health professionals in K12 and higher education. By openly discussing mental health issues in college students, you can help reduce the stigma surrounding it and foster a more inclusive campus culture.

Education 52

Education 52

SurveySensum

JULY 11, 2023

It’s not just about the product or service; it’s about every interaction and touchpoint a customer has with a brand. Make Your Products & Services Easy-Peasy How’d you feel if you use a complicated product? That’s why you must create easy-to-use products and offer convenient services. Frustrating right?

Customer Experience 83

Customer Experience Touchpoint Customer Retention Net Promoter Score 83

Execs In The Know

APRIL 7, 2024

By Lilith Shoemaker, Staff Writer As an agent, I understand the customer-facing side of the service experience better than most. WFM lets the team understand where we need extra support or training The expectation here can vary depending on what goals the managers are pushing towards. Post originally published on the Zendesk blog.

Scorecard 52

Scorecard Start-ups Education Customer Experience 52

Shep Hyken

APRIL 11, 2022

Each week I read many customer service and customer experience articles from various resources. What’s Your Training Schedule? Josh Linkner) Professional athletes achieve at the highest levels by spending 90% of their time training and 10% of their time performing. Seth’s Blog) It’s not a word, but perhaps it should be.

Customer Service 57

Customer Service NPS Customer Loyalty Start-ups 57

Beyond Philosophy

JUNE 17, 2019

I cannot fathom why service people don’t simply write down who ordered what, especially when there are only two people at the table. It’s the Company Culture. Servers are rewarded for advancing these goals, and they are not trained or encouraged to respond to customers’ social cues. Now Lorraine had to shout, “That’s mine!”

Start-ups 121

Start-ups Gaming Customer Experience 121

CX Accelerator

APRIL 30, 2018

Leaders scratching their heads wondering how they can provide an “experience”, are turning to their Customer Service Representatives (CSRs) and counting on them to make it happen. And of course…a goal-drive, team player with an eye for customer service and experience. Do you ever find yourself asking, “Does this person really exist?”

CX 140

CX Customer Journey Map Hospitality Hospitality 140

CSAT.AI

AUGUST 14, 2019

Customer service agent support is key. There are ways to strengthen customer service agent support resulting in quality work and reducing churn. Quality Training. Setting your agents up for success sets your business up for success, particularly for in-house contact centers where you create the training program.

Customer Service 52

Customer Service Sentiment Analysis Contact Center Omnichannel 52

Execs In The Know

JULY 6, 2021

Virtual Training and Coaching. Training and coaching in a virtual world require a special kind of finesse. Although many CX programs have revamped the tools and processes used to train new agents (as well as coach existing agents), there is still plenty of room for innovating and reinventing. But what’s the right balance?

CX 98

CX Innovation Customer Feedback Customer Experience 98

SurveySensum

JUNE 19, 2023

So, in this blog post, we’re going to dive into five tips that can really help you improve customer satisfaction for your business. Personalization allows you to tailor your products, services, and interactions to meet the unique needs and preferences of your customers. Trust me, these tips are game-changers.

Customer Satisfaction 52

Customer Satisfaction Net Promoter Score Social Media Sentiment Analysis 52

ProProfs

MAY 4, 2023

In this blog post, we’ll learn about using quizzes to engage employees and boost productivity. For example, they may deliberately provide poor customer service to hurt the company’s revenue. You can host employee engagement quizzes during virtual meet-ups and remote training sessions to inject fun into communication efforts.

Net Promoter Score 52

Net Promoter Score Start-ups Sports Innovation 52