Customer Think

AUGUST 9, 2023

Defining good customer service depends on the product you sell. For automobiles, friendly in-person contact during a sale or service call can be the key. In a hotel, the cleanliness of the room, breakfast buffet and interactions with front desk staff can make or break a visit.

Business Services 52

Business Services Customer Service Sales Contact Center 52

Fonolo

MAY 13, 2021

Today, we know that a fully optimized contact center can actually create more opportunities for sales and customer engagement. Instead, focus on how these problem areas affect your service as a whole and find a way to make them more efficient. Keeping services on standby in case of call spikes comes with a price, of course.

Contact Center 129

Contact Center Compliance CRM Technology 129

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

Fonolo

JANUARY 13, 2022

They’re also responsible for managing agent performance , keeping track of company KPIs and metrics, maintaining customer service strategies, managing budgets, and monitoring the latest trends in the contact center. How do such massive call centers keep track of KPIs and standardize their customer experiences?

Contact Center 81

Contact Center Construction Customer Satisfaction Start-ups 81

Intercom, Inc.

JANUARY 28, 2021

Government services shouldn’t be renowned for their endless queues, confusing forms, and excessive bureaucracy. Not to mention that, as a member of the Democratic Party, Amanda was the first Latina chief of staff in the history of the U.S. Only then can you understand what an efficient service looks like.

Government 249

Government Start-ups Innovation Technology 249

Zendesk

JANUARY 23, 2024

Agent scheduling is the strategic process of organizing work hours for customer service agents. And they must do all this while meeting customer demand and keeping labor costs low. Consumers expect timely and efficient customer service. What is agent scheduling? These are the key components to be aware of.

Outlook 52

Outlook Construction Social Media AI 52

Fonolo

AUGUST 5, 2021

Now that a large percentage of customer service agents are working remotely, it’s never been more important to ensure you have a solid training system in place. Cloud-based services make storing and sharing data simple. Fonolo uses cloud-based technology to keep our service as flexible as possible.

Contact Center 159

Contact Center Start-ups Technology Technology 159

InteractionMetrics

MAY 16, 2024

Can you read your customers’ minds? I didn’t think so — which is why you’re reading about customer experience research firms. Pick the right firm, and you’ll understand your customers and get inside their heads! Do we have friction points that frustrate our customers?

Net Promoter Score 52

Net Promoter Score Customer Experience Mystery Shopping NPS 52

CX Accelerator

JULY 9, 2018

My favorite story coming out of the FIFA World Cup thus far is how Japan, fresh off defeat to Belgium, left a wonderfully clean locker room and a "thank you" note. Despite major differences in each location one thing was remarkably consistent: incredible customer service. Full story here. How amazing is that?

Contact Center 140

Contact Center CX Customer Service Sales 140

Steven Van Belleghem

JANUARY 26, 2022

But an outstanding customer experience happens when you figure out how to improve the level of human service using technology. You cannot expect customer service staff to remember every detail of every individual’s history with the company. Empower employees to choose for the customer. Invest in that.

Customer Service 135

Customer Service Entertainment Manufacturing Gaming 135

Fonolo

OCTOBER 26, 2022

When you think of improving your call center motivation, do you dream of near-perfect customer satisfaction scores ? Impeccable customer service and experience? To get a real sense of how things are going, don’t just look at your customers; look at your agents. Set some room in the budget for education.

Contact Center 142

Contact Center Education Start-ups Customer Satisfaction 142

Zendesk

NOVEMBER 9, 2021

In a recent experiment covered by NASDAQ , customer service quality was tested and measured across 3,000 of the top global travel and hospitality brands worldwide. Let’s just say there’s lots of room for improvement. All of these factors point to why customer support chatbots in travel are becoming more prevalent.

AI 90

AI Hospitality Hospitality Customer Satisfaction 90

Fonolo

FEBRUARY 14, 2023

Call center automation is one of the best ways to improve your customer experience, increase agent happiness, and light up your KPI dashboard in the best possible way! Automation should reduce the need for a human staff member to complete these tasks or, in some cases, eliminate the need for human involvement. Sounds great, right?

Contact Center 135

Contact Center Artificial Intelligence AI Machine Learning 135

The Customer Service Blog

APRIL 25, 2021

So his main complaint from a customer service point of view, was simply that he was trying to be helpful, and yet despite repeated emails, the theatre couldn't be bothered to acknowledge his message and thank him for his help. The receptionist replied that she had given him this room because he said he was a blue badge holder.

Customer Service 52

Customer Service Customer Satisfaction 52

Logicalware

NOVEMBER 29, 2021

millions of customer?requests?it customer enquiries.?We Maat, JYSK’s Netherlands Customer Service Manager, to find out how?the?new?set-up?has Service Cloud? deliver its voice customer service.?This all customer service?staff?to with all customer data and insights in one place.?“It

Customer Service 98

Customer Service Retail Social Media Omnichannel 98

Logicalware

MARCH 7, 2023

The tools play an important role in everyday life for the ESS Hotel Group so that each hotel can provide its customers with memorable experiences. We chatted with Gabriella Carlsson, Service and Room Division Manager at MJ’S, who is responsible for reception, conference and housekeeping.

Customer Experience 52

Customer Experience Customer Service 52

Bill Quiseng

APRIL 18, 2021

Social media is bad for customer service. Whether ranting or raving, customers are telling stories online about businesses whether those businesses are listening or not. But I am not against monitoring social media or using it as a responsive customer service channel. I am not a millionaire.

Social Media 167

Social Media Customer Service Education Retail 167

Intercom

APRIL 24, 2023

You satisfy your customers, but can you satisfy our curiosity? With Mara Vicente, VP, Customer Solutions at Pipedrive. Founded in 2010, Pipedrive is a global, sales-first customer relationship management (CRM) software company that helps small businesses drive revenue and become profitable.

Voice of the Customer 105

Voice of the Customer Customer Service Customer Relationship Management CRM 105

Customer Service Life

DECEMBER 4, 2020

I was recently asked to share some ideas and tips with the readers at Customer Service Weekly as part of a larger Black Friday Survival Guide. For example, retail companies often double their staff from Black Friday to Christmas. Financial services companies slowly ramp up as they approach tax season. Is your team remote?

Contact Center 138

Contact Center Engineering Gaming Retail 138

Callminer

SEPTEMBER 14, 2020

They help call centers continuously optimize their processes and provide better experiences for both call center employees and the customers or clients they interact with. Ideally, a business analyst in a call center works with internal and external customers…”. William Taylor. velvetjobs. Steven Czyrny. stevenczyrny.

Compliance 182

Compliance Unstructured Data Non-Profits Technology 182

Fonolo

OCTOBER 13, 2022

If you schedule enough staff, give them the tools to do their job, and ensure they stick to a schedule, your problem is solved, right? At any given moment, your scheduled staff may be attending a meeting, taking a break, or arriving late because their kid missed the bus and they had to drive them to school. Not so fast. DID YOU KNOW?:

Contact Center 81

Contact Center Sports Gaming Start-ups 81

Aquire

AUGUST 27, 2021

According to Aberdeen Group , companies that provide a consistent service quality across multiple channels retain 89 percent of their customers – companies that don’t are only able to retain 33 percent. The potential for data gathering is simply immense, allowing more granular customer segmentation and personalization than ever before.

Retail 98

Retail Technology Technology AI 98

Beyond Philosophy

OCTOBER 15, 2020

Customer Experience , like everything else in the world, is changing. What customers want and what they do is changing, too. He compares where we are for the transformation of Customer Experience as the transition from driving cars with gauges to driving Indy cars.

Customer Experience Management 131

Customer Experience Management Customer Experience CX Customer Service 131

Zendesk

FEBRUARY 9, 2023

While employees will always flow in and out of your business, prioritizing staff retention leads to improved service and morale. Whether you’re concerned with customer service or sales, retaining your top performers will pave the way for your business’s success. A poor customer experience. Sounds scary, right?

Real Estate 52

Real Estate Transportation Entertainment B2C 52

CX Accelerator

OCTOBER 7, 2019

More and more companies are realizing the importance of formalizing and strategizing the customer experience. However, many are unsure where to start, which leads to a common question, “How do you build a customer experience strategy?” The C-suite needs see, if there was a (customer) problem, yo.you solved it.

CX 261

CX Customer Experience Non-Profits Contact Center 261

Lumoa

JANUARY 27, 2023

This is especially true when it comes to serving your customers. Customer service in the 21st century is not just the prerogative of one specific department but of every business process, role, and philosophy. This article looks at how customer service can be optimized for better results. So what can be done?

Customer Journey Map 83

Customer Journey Map Customer Service Customer Experience Touchpoint 83

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. Agents can’t predict every customer issue or behavior, so they must be flexible and resourceful, even with a live customer on the line. Flexibility. Assertiveness.

Contact Center 157

Contact Center Education Start-ups Customer Service 157

Fonolo

MAY 31, 2022

Occupancy Rate is the percentage of time agents spend handling customer inquiries versus time spent waiting for calls, sometimes called idle time. In that case, numbers like daily rate, rooms occupied, length of stays, and the total number of rooms would be important. Occupancy vs Utilization. Coaching one-on-ones.

Contact Center 81

Contact Center Event Planning Hospitality Hospitality 81

Zendesk

AUGUST 17, 2021

“The customer is always right.”. If you’ve ever worked a day in the service industry, you’ve seen this slogan plastered on a break room wall. The idea was coined by a turn-of-the-century retailer, and it’s so common that many businesses make it a mandate for their customer service teams. Here’s why.

Retail 98

Retail Legal Customer Service Customer Expectations 98

SurveySensum

JULY 4, 2023

The above statistics are an indication that the shopping behavior of customers is changing and they are giving equal importance to in-store shopping too. This is the time when brands can improve their offline stores to increase customer loyalty. These touchpoints can be store layout, staff behavior, checkout process, etc.

Retail 52

Retail Touchpoint Social Media Customer Survey 52

SurveySensum

JULY 4, 2023

The above statistics are an indication that the shopping behavior of customers is changing and they are giving equal importance to in-store shopping too. This is the time when brands can improve their offline stores to increase customer loyalty. These touchpoints can be store layout, staff behavior, checkout process, etc.

Retail 52

Retail Touchpoint Social Media Customer Survey 52

Callminer

APRIL 20, 2020

Thanks to decades of development among both vendors of BPO services and recipients of such, the industry has matured significantly, yielding streamlined solutions to a wide variety of business challenges. A US business outsourcing their customer support functions to a firm in Mexico would fit this designation. Onshore Outsourcing.

Legal 286

Legal Artificial Intelligence Engineering Government 286

Customer Experience Matrix

APRIL 26, 2024

Has anyone asked you recently about the past, present, and future of Customer Data Platforms? It’s eleven years since the term “customer data platform” appeared in 2013. What was new about CDP was that it was packaged software that was building a customer database. That's odd; people ask me those questions all the time.

AI 78

AI Education Hospitality Hospitality 78

Beyond Philosophy

JULY 6, 2023

The reason why would probably surprise you, but it’s one of those little secrets about why customers buy that they don’t tell you. Most of the positive comments are about service. The Magic Castle Hotel made the top ten of all Los Angeles hotels on Trip Advisor. So, by the looks of it, at least, it’s nothing special.

Government 78

Government Education Customer Retention Customer Experience 78

Taylor Reach Group

JUNE 12, 2020

When I left my position as Customer Service Director of a firm in Cheyenne, Wyoming, I received a number of letters of thanks including one, from Deb, that still inspires me. You knew my name on my first day,” Deb wrote, “and you always spoke and called me by name when we met in the hallway or the break room.

Contact Center 134

Contact Center Customer Service 134

Callminer

MARCH 25, 2020

It may also interest you to know what we’ve done to help both our customers and non-customers alike during these challenging times. Communications are currently delivered daily to staff though the frequency of these communications may decrease as this becomes the new norm for the foreseeable future.

Start-ups 182

Start-ups Finance Compliance Contact Center 182

Callminer

FEBRUARY 10, 2020

As such, your call center’s main floor, where agents take on customer concerns daily, ought to be bound by a thoughtful and helpful set of rules. Rules ensure everyone can do their job uninterrupted, allowing customers on the lines to benefit from fast, efficient service. Room Capacity. Item Restrictions.

Customer Satisfaction 182

Customer Satisfaction Contact Center Customer Experience Customer Service 182