Inside Customer Service

MAY 27, 2021

I talk to a lot of people who are trying to improve customer service. It's a diverse group, including CEOs, executives, middle managers, team leads, and frontline employees. Their challenges are individual, but they all struggle. Many have received conflicting advice. It's hard to know where to start. Fortunately, I've done the research for you. Peter Gollwitzer, a professor in the Psychology Department at New York University, gave me a treasure trove of studies on achieving goals.

Start-ups 147

Start-ups Social Media Contact Center Customer Service 147

Fonolo

MAY 27, 2021

Employee feedback is critical for businesses who want to understand their employees’ opinions and attitudes towards work, and improve their business policies and processes. Measuring engagement through surveys allows for employees to feel heard. Engagement is especially important for call centers, since staff turnover is typically high. Research shows that customer complaints, poor morale, and low pay all attribute to high turnover rates in the call center industry.

Construction 136

Construction Technology Technology Contact Center 136

Myra Golden Media

MAY 27, 2021

Yesterday I held a live Q & A on YouTube, and it was engaging, educational, and energizing! Questions came in from Idaho, Germany, North Carolina, Georgia, the UK, and Denver. . Watch the replay to hear my answers to: 4:04: Can you answer how to phrase the USA method if the client received an incorrect item, and we can offer a replacement or refund due to practice and send a small electronic gift certificate while the client is upset she is not going to get the item for an event?

Education 133

Education Customer Service Customer Experience 133

PeopleMetrics

MAY 27, 2021

Your company is ready to build a customer-centric culture, and has committed to gathering and acting on customer feedback with a Voice of Customer program. Congratulations - that's fantastic! Now it's time to design your first customer survey. In this session, we'll review the 5 questions you need to ask in your customer survey to get high response rates and actionable results that you can use right away to start improving customer experience at your organization.

Customer Survey 71

Customer Survey Customer Feedback Voice of the Customer CX 71

Speaker: Loreal Lynch, Everett Zufelt, and Michaela Weber

Once upon a time, in the vast realm of online commerce, there lived a humble checkout button overlooked by many. Yet, within its humble click lay the power to transform a mere visitor into a loyal customer. 🧐 💡 Getting checkout right can mark the difference between a successful sale and an abandoned cart, yet many businesses fail to make payments a part of their commerce strategy even when it has a direct impact on revenue.

Customer Loyalty

Help Scout

MAY 27, 2021

When considering customer success and account management, it’s valuable to consider them as complementary teams rather than interchangeable groups or, worse, competitors. While it’s true that both customer success and account management move your customers through their life cycles, they are focused on distinct aspects of the customer experience, and they have different strategies for supporting and guiding customers.

Education 65

Education Start-ups Engineering Customer Loyalty 65

The Customer Service Blog

MAY 27, 2021

Violence and abuse against retail staff is increasing, but according to research by the British Retail Consortium (BRC) it is rare for offenders to ever be prosecuted. In fact, only 6% of incidents actually result in a prosecution. BRC research shows there were an average of 455 incidents a day in 2019, which up 7% on the previous year. But disturbingly, the BRC believe that things have worsened during the coronavirus pandemic.

Government 52

Government Retail Legal 52

Qualtrics

MAY 27, 2021

When the pandemic hit, many of us were suddenly asked to merge our work space and our personal space into one — but not just physically. As we (literally) brought our work home with us, it became more difficult to mentally separate the two. Remote work has now fundamentally changed the employee experience , and the future of work will likely look much different than it did pre-pandemic.

Technology 49

Technology Technology 49

Knowmax

MAY 27, 2021

Visual assistance in remote customer service & Its benefits.

Customer Service 52

Customer Service Artificial Intelligence Customer Experience 52

Qualtrics

MAY 27, 2021

Lay the foundation for an inclusive candidate experience with these four steps. At each stage of the candidate experience, there are opportunities to drive better results around diversity, equity, and inclusion (DEI). To attract and hire diverse talent, you have to pinpoint where the gaps in your recruitment process lie – and then take action to close those gaps.

Education 26

Education Start-ups Technology Technology 26

Hodusoft

MAY 27, 2021

In simple terms PBX (Private Branch Exchange) is a telephone system that is used within a company to connect users through voice on local lines. It has long been used in organizations of all size to enable specialized switching among users, who just dial-in the specific numbers to reach team members or branch offices across locations. With advancements in technology and digitisation, IP-based (Internet Telephony) systems have now gained popularity.

Business Operations 52

Business Operations Sales Technology Technology 52

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