CX Accelerator

NOVEMBER 11, 2022

Collaboration with Ben Motteram and Nate Brown To transform an organization into one that is more customer centric is a complex task that requires many different skills. Customer experience is multi-disciplinary. The 8 skills required by any CX team are: Strategy. Customer Insights/Measurement/Analytics.

CX 307

CX Customer Journey Map CX Transformation Government 307

Adrian Swinscoe

SEPTEMBER 29, 2023

This is a guest post by Akin Arikan, the author of Customer Experience Analytics and Multichannel Metrics. Adrian points out that “CX should not be reduced […] The post What data skills can actually help CX Punk Rockers? first appeared on Adrian Swinscoe.

CX 246

CX Customer Experience 246

Inside Customer Service

AUGUST 10, 2023

You want your team to grow their customer service skills. The challenge is finding the right skills to focus on. My advice is to focus on three fundamentals: Rapport Listening Problem-solving These skills are the foundation of consistently great service. Rapport makes customer service easier.

Customer Service 199

Customer Service Start-ups 199

Inside Customer Service

DECEMBER 7, 2023

You're a customer service trainer. You care deeply about helping employees develop customer service skills. The manager delegates customer service training to you and expects you to do all the work. Use the manager who doesn't attend as a control group for an experiment. Write those actions in Box 7.

Customer Service 227

Customer Service Start-ups 227

Inside Customer Service

NOVEMBER 9, 2023

A customer calls your company for service. The survey is intended to evaluate overall customer service and the individual rep's performance. It works by tapping into your existing data to answer a fundamental question: Is the customer happier at the end of the contact than they were at the beginning?

Customer Survey 214

Customer Survey Sentiment Analysis Customer Satisfaction Customer Service 214

Futurelab

DECEMBER 27, 2023

Customer data has transitioned from a scarce commodity to an overwhelming flood of information. And the need for faster customer action is growing as well. Thus, the CEOs start turning to their data-savvy employees with a new directive: “We need to improve our Customer Experience, and you seem to know what the customers want.”

Customer Experience 157

Customer Experience CX Start-ups Actionable Insights 157

Fonolo

JULY 29, 2021

Agents are tasked with providing customer service, solving customer problems, and conducting research — all with a smile and a positive attitude. While call center agents rely on hard skills — or technical skills — to handle contact center technology, call center soft skills are just as critical for success.

Contact Center 174

Contact Center Customer Satisfaction Start-ups Technology 174

Kate Nasser

JANUARY 14, 2024

Persistent causes of horrible customer experience & patient experience & how to address them. Kate Nasser, The People Skills Coach™ | CX The post Horrible Customer Experience & Patient Experience: Constant Causes | #CX appeared first on KateNasser.com.

CX 61

CX Customer Experience Contact Center Customer Service 61

Adrian Swinscoe

OCTOBER 21, 2022

This is a guest post by Lara Khouri, founder of there is no spoon, a boutique people experience and change leadership consultancy. The post Why skills training your customer service team doesn’t work first appeared on Adrian Swinscoe. It is the first […].

Customer Service 190

Customer Service 190

Fonolo

SEPTEMBER 20, 2022

When it comes to delivering great customer service, call center agents need some essential soft skills that may not have been listed on their resumés. Unlike the hard skills or technical skills required to operate call center technology, soft skills relate more to an agent’s demeanor during a customer interaction.

Scorecard 141

Scorecard Contact Center Gaming Start-ups 141

Inside Customer Service

OCTOBER 12, 2023

Imagine two customers call a contact center at the same time. The two reps taking their respective calls follow the same routine: Listen to the customer Apologize for the issue Solve the problem The only difference is how each rep communicates. Why do customers prefer concrete language? Both reps apologized to the customer.

Customer Satisfaction 225

Customer Satisfaction Contact Center Start-ups Retail 225

ECXO

APRIL 18, 2024

Delving into Digital Conversations for Business Survival or Irrelevance, featuring Paolo Fabrizio The European Customer Experience Organization (ECXO) is delighted to announce our upcoming session on AI digital conversations, a topic of utmost importance in today’s business landscape. Born and bred in Milan, Italy.

B2B 111

B2B AI CX Customer Service 111

Uniphore

JULY 8, 2021

We’re seeking a curious, gritty and persuasive professional with sales development experience in the enterprise software space. Nobody plans to or wants to call customer service. While it doesn’t have to be an enjoyable experience, it should at least be an effortless experience, don’t you think? Requirements.

Sales 246

Sales B2B AI Customer Service 246

Kate Nasser

MAY 22, 2022

Customer Experience Strategy Leaders: Your words need to say collaborate with customers not conquer them. Examples fr Kate Nasser, The People Skills Coach™ | #CX Leadership Teamwork Collaboration.

CX 126

CX Customer Experience Sales Customer Service 126

Inside Customer Service

SEPTEMBER 30, 2021

It stands for the three things that training can develop: Knowledge Skills Abilities Training can help improve performance if someone lacks one of those three things. But what about skills and abilities? Knowledge, Skills, and Abilities defined Let’s start with some basic definitions for each of these key terms. Yes and no.

Customer Service 147

Customer Service 147

Inside Customer Service

OCTOBER 6, 2022

A Customer Service Tip of the Week subscriber recently wrote to ask my advice on reducing AHT in his contact center. It's a trick that I discovered more than 20 years ago while running experiments on AHT reduction. The AHT Experiment We started by gathering a sample of 20 contact center agents. AHT decreased.

Contact Center 195

Contact Center Scorecard Start-ups Customer Service 195

Fonolo

MAY 30, 2023

Put it another way: if customer interactions are at the heart of a contact center’s success, then effective workforce management is the backbone. It enhances agent productivity, helps you deliver exceptional customer experiences and improves the agent experience , too. The results? How Can WFM Help my Contact Center?

Contact Center 106

Contact Center Customer Satisfaction CX CRM 106

Bill Quiseng

JANUARY 25, 2023

In retail customer service, your people are NOT your most important assets. Stephen Covey, the author of The 7 Habits of Highly Effective People, claims that success in any job is 20% knowledge and 80% interpersonal skills. Ultimately, success in retail customer service is all about interpersonal skills.

Customer Service 103

Customer Service Retail Education CX 103

Inside Customer Service

APRIL 14, 2022

It's hard to build customer service skills when you can't practice. Whatever the situation, you want to practice the essential customer service skills that will help you succeed in your new job. Fortunately, there's a way to do it, even if you aren’t currently serving customers.

Customer Service 130

Customer Service Retail Start-ups 130

Inside Customer Service

AUGUST 26, 2021

Advanced techniques are one of the top requests I receive as a customer service trainer. But first, a word from our sponsor: basic skills. The basic skills never go out of style. Customer service professionals who master the basics will always do well. My top three skills: Rapport: make customers feel at ease.

Gaming 175

Gaming Customer Service Sports Innovation 175

Inside Customer Service

NOVEMBER 18, 2021

I frequently hear from people who are trying to learn new skills. They know I create a lot of content around customer service training, so they ask me for some recommendations. Right now, I'm picking up a few new skills. On a personal level, I'm learning navigational skills to use while hiking.

Start-ups 130

Start-ups Sales Customer Service 130

Inside Customer Service

FEBRUARY 8, 2024

Steps of service are a process for serving customers. Following them helps employees deliver more consistent customer service. For example, In-N-Out cashiers are trained to ask each customer, "How are you?" If a customer asks "How are you?" Broad steps of service are helpful in almost any customer service situation.

Contact Center 220

Contact Center Retail Customer Service Start-ups 220

Fonolo

OCTOBER 28, 2021

To achieve their performance goals , agents must be excellent problem solvers, expert rapport builders, and highly empathetic to the challenges of their customers. That’s why soft skills are so important in this line of work. Combines with the right technical skills and software, your agents can reach new heights of success.

Contact Center 157

Contact Center Education Start-ups Customer Service 157

Intercom

FEBRUARY 6, 2024

As Intercom’s VP of Customer Support, I have had the opportunity over the last year to lead an AI-driven customer service strategy. There is so much more to be done to leverage AI to transform the customer experience, the employee experience, and the overall health of the business.

AI 98

AI Customer Service Customer Journey Map Engineering 98

Kate Nasser

AUGUST 22, 2021

For customer service excellence avoid saying these crushing customer service replies. 30 yrs of experience and insight from Kate Nasser, The People Skills Coach™, Author of Leading Morale. The post Top Five Crushing Customer Service Replies | #CX #CustServ #PeopleSkills appeared first on KateNasser.com.

Customer Service 126

Customer Service CX Contact Center Customer Experience 126

ECXO

MARCH 10, 2024

Celebrating Remarkable Women: ECXO’s Tribute on International Women’s Day Last week, as the world celebrated International Women’s Day, the European Customer Experience Organization (ECXO) proudly honored and saluted remarkable women across the globe.

Innovation 124

Innovation CX Customer Experience 124

Customer Think

APRIL 8, 2024

Illustration 42097686 © Retro Clipart | Dreamstime.com Can your customers count on superior product and service quality regardless of the employee involved? Or is the quality of their experience reliant on the employee they happen to get?

Customer Loyalty 59

Customer Loyalty Customer Experience 59

The DiJulius Group

JANUARY 2, 2024

Building and Developing Great Leaders The Correlation Between Happiness at Work and Overall Life Satisfaction This is how Leaders can Improve the Customer Journey How to Train Great Customer Service Skills in the Next Generation How Team Members Can Be Inspired to.

Customer Service 93

Customer Service Customer Experience 93

Fonolo

JANUARY 31, 2023

Simply put, call center training is any course, seminar, video, coaching session, or other activity that teaches the skills and behavior required for success in a call center. Aside from teaching critical skills and knowledge to new agents, it also has other benefits. They can be a valuable training tool when used correctly.

Contact Center 141

Contact Center Gaming Start-ups Customer Service 141

Zendesk

JANUARY 18, 2024

The program provides grant funding, free Zendesk software, and free certification exams to nonprofit organizations so they can provide skills-based learning to students from underserved communities. Agents of Change was launched in 2021 by the Zendesk Tech for Good team. It also offers employee engagement opportunities.

CX 78

CX Omnichannel Technology Technology 78

Bill Quiseng

JANUARY 26, 2023

Stephen Covey, the author of The 7 Habits of Highly Effective People, claims that success in any job is 20% knowledge and 80% interpersonal skills. Ultimately, success in hospitality is all about interpersonal skills. I am convinced that people can only deliver an experience that they themselves have experienced.

Hospitality 88

Hospitality Hospitality Education Retail 88

Fonolo

MARCH 28, 2023

Customer experience managers in the contact center have never mattered more. Because even though most businesses work hard to offer excellent service , today’s savvy customers notice so much more. They also share and compare their experiences with your business against the biggest brands in the world.

Customer Experience Management 81

Customer Experience Management Customer Experience Contact Center Net Promoter Score 81

Fonolo

OCTOBER 4, 2022

Skills-based call routing sounds super technical! While there is a tech side to it, at its heart, skills-based call routing is all about peopl e. Enter skills-based call routing. What is skills-based call routing? Say a customer would like to upgrade their package. Customer satisfaction (CSat) scores will improve.

Contact Center 87

Contact Center Start-ups Sales Customer Satisfaction 87

Totango

OCTOBER 20, 2022

Hiring team members with the right customer success manager skills is critical for the effectiveness of your CS team and strategy. We’ll cover these below, along with five best practices to follow when bringing a new customer success manager aboard your team. What Is a Customer Success Manager (CSM)?

Social Media 90

Social Media Sales Start-ups Customer Relationship Management 90

Beyond Philosophy

AUGUST 3, 2023

Preparing for the next thing (and getting out of the last thing before it disappears) are essential skills for a long career. I was in sales then, so I knew I needed to learn some new skills before I got there. So, I worked on getting some training for team development, marketing, and customer service.

Sales 78

Sales Social Media Management Consulting Start-ups 78

Kate Nasser

APRIL 17, 2022

Leaders, How well do your teams handle these keystone customer service moments? Customer experience w/ Kate Nasser, The People Skills Coach™. The post Key Customer Service Moments: Leaders, How Well Do Your Teams Handle These? appeared first on KateNasser.com.

Customer Service 90

Customer Service Customer Experience Sales 90