article thumbnail

How to convince managers to reinforce customer service training

Inside Customer Service

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. Fun fact: my Customer Service Tip of the Week email was born out of one of these discussions.

article thumbnail

Top 10 Customer Service Stories of 2022

Shaun Belding

The 2022 list of best customer service stories was a tough one. Shaun Belding: Author, Entrepreneur, Speaker - Keynote speaker and customer service blog. Not only were there a lot of stories to choose from, but a great many of them were stories of great kindness. Shaun Belding | www.beldingtraining.com.

Insiders

Sign Up for our Newsletter

This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.

article thumbnail

How to measure customer service training

Inside Customer Service

You've sent your team through customer service training. I've repeatedly used them to demonstrate the impact of customer service training to executives. Why evaluate customer service training? Step 1: Identify expectations Start by meeting with the person who asked for the customer service training.

article thumbnail

25 tips for improving customer service in call centers in 2023

Callminer

Companies that want to improve customer service in the call center may not know where to begin, so we've created a list of 25 tips from call center experts.

article thumbnail

Reimagining CX: How to Implement Effective AI-Driven Transformations

Speaker: Steve Pappas, Chief Strategist, Startup and Early Stage Growth Advisor, Keynote Speaker, CX Podcaster

Don't miss this exclusive event! Register today and receive FREE GIFTS from Steve after the webinar! 🗓 Thursday, January 11th, 2024 at 9:30am PST, 12:30pm EST, 5:30pm GMT

article thumbnail

How the world is reacting to AI use in customer service

Adrian Swinscoe

This is a guest post from Janine Hunt, Client Partnership Director at customer service outsourcer Kura. Data shows that 35% of businesses have adopted using AI […] The post How the world is reacting to AI use in customer service first appeared on Adrian Swinscoe.

AI 246
article thumbnail

Does customer service need a rebrand?

Adrian Swinscoe

During the […] The post Does customer service need a rebrand? Following a conference I recently attended in London, I was invited to a dinner hosted by Quiq, a conversational AI and business messaging platform provider. first appeared on Adrian Swinscoe.

article thumbnail

7th Annual CX Report by The Northridge Group Uncovers Priority Training Focus

New research reveals 92% of business leaders would like to provide additional training to their customer service representatives. JUST RELEASED! Soft skills training stands out as a priority area of investment and/or improvement.

article thumbnail

New 2023 State of CX Survey Uncovers Work From Home Misalignment

The Northridge Group’s State of CX 2023 Part II research report reveals that nearly 50% of consumers surveyed had knowingly spoken to a customer service associate working from home—and almost 75% of those respondents felt the associate's location did not impact the service or experience. JUST RELEASED!

article thumbnail

NEW! 2023 State of CX Research Report Just Released!

Check out The Northridge Group’s latest CX research report—the 7th annual CX survey of 1,000 customers and 250 business executives—to see additional statistics as well as insights that businesses can use to benchmark their customer service and improve the overall experience!

article thumbnail

The State of Customer Experience 2023 Research Report

The Northridge Group’s 7th annual State of Customer Experience 2023 report resulted from surveys of 1000 customers and 250 business leaders and features insights that businesses across all industries can use to benchmark their Customer Service and improve the Customer Experience.

article thumbnail

2021 State of Customer Service Experience Report

The Northridge Group's State of Customer Service Experience report provides a clear message to businesses. Today’s consumers are shopping online more now than ever, but find the service experience inadequate. Download the report for more insights into the latest customer experience trends.

article thumbnail

The New Tech Experience: Innovation, Optimization, and Collaboration

Speaker: Paul Weald, Contact Center Innovator

No matter what industry you're in - healthcare, customer service, sales, and more - it’s easier than you think to reduce wait times, monitor sentiment, and provide enhanced self-service options for all of your users.

article thumbnail

Ramping-up Your Digital CX Strategy: Adaptation of Omni Channel and Conversational Support

Speaker: Michael McMillan - Customer Experience Expert, TEDx Speaker, and Author

Learning objectives: Review and pinpoint challenges in your CX strategy Learn how SaaS products are changing CX and UX Recognize and personalize your customers' needs and preferences Setting your DCX goals Best practices for implementing a customer-centric digital strategy and ensuring seamless interactions across channels The role of conversational (..)