Inside Customer Service

OCTOBER 6, 2022

Average handle time, or AHT, is an important metric in contact centers. It measures the average length of a call. Many contact center leaders track AHT closely because shaving even a few seconds off the average call could allow the contact center to handle more volume without adding staff. A Customer Service Tip of the Week subscriber recently wrote to ask my advice on reducing AHT in his contact center.

Contact Center 195

Contact Center Scorecard Customer Service Start-ups 195

Intercom, Inc.

OCTOBER 6, 2022

We’ve got an update to share. Today, we announced that Eoghan McCabe, Intercom’s chairman, co-founder and former CEO, is returning to lead the company as CEO. Karen Peacock is stepping down as CEO and transitioning to an advisory role to support through the transition. Below is the email that Eoghan sent to the company after sharing the news with employees at All Hands.

Start-ups 118

Start-ups 118

Zonka Feedback

OCTOBER 6, 2022

We all want to keep our customers happy and satisfied so they do repeat business with us. And customer experience is one differentiating factor that can make or break your customer retention efforts. Customer Service Performance plays a catalyst in achieving that level of customer experience and winning over the trust and loyalty of clients.

Customer Service 98

Customer Service Customer Retention Customer Experience 98

Zendesk

OCTOBER 6, 2022

Examples of bad customer behavior are typically what make for breaking news in the world of customer service. These are the kind of stories we’ve seen more frequently throughout the past few years as staffing and supply shortages mount and consumer stress levels run rampant. More than a lack of gratitude or a bit of unpleasantness, many frontline customer service agents have faced truly difficult scenarios.

Customer Service 98

Customer Service Customer Experience Technology Technology 98

Speaker: Diane Magers, Founder and Chief Experience Officer at Experience Catalysts

In the world of business, connecting the dots from experience to financial impact is an essential skill. Transforming customer engagement, Voice of Customer (VoC) insights, and Journey Maps into tangible financial outcomes poses a significant challenge for most organizations. To gain buy-in from the C-Suite and key stakeholders, it’s crucial to illustrate how Experience Management translates into clear, measurable business results.

Customer Experience Management

Fonolo

OCTOBER 6, 2022

There’s nothing that destroys a perfectly good call center schedule like unplanned absences. Don’t get us wrong—we’re in full support of call center agents taking time off and embracing work-life balance. But scheduling shifts becomes tough when absenteeism rises, leaving the agents who did show up to bear the brunt. Unplanned absences have a ripple effect that can impact everything from customer satisfaction to agent attrition to contact center KPIs—and that’s something you shouldn’t ignore.

Contact Center 80

Contact Center Customer Satisfaction Start-ups Customer Experience 80

Shep Hyken

OCTOBER 6, 2022

This week, we feature an article by Zhecho Dobrev, leading principal consultant at Beyond Philosophy and author of The Big Miss: How Organizations Overlook the Value of Emotions. He shares the value that customer emotions bring to a company. How much value ($$$) do closer customer relationships and specific customer emotions bring to your business? I know you would say, “of course that these are important, and we focus on them,” but have you calculated how much value they actually bring?

Predictive Analytics 65

Predictive Analytics Customer Relationship Customer Journey Map Customer Retention 65

Hodusoft

OCTOBER 6, 2022

HoduSoft, a leading unified communications software maker, today announced that their Call & Contact Center Software, HoduCC has been ranked as the No. 1 Predictive Dialer Software in GetApp ’s Category Leader list, published by Gartner Digital Markets Report. HoduCC is an advanced, next-generation call & contact center software designed to help businesses improve their business communications and deliver a top-notch customer experience.

Contact Center 52

Contact Center CX Customer Experience Innovation 52

MyCustomer Experience

OCTOBER 6, 2022

Memory is one of my favorite topics in the behavioral sciences, so we did a podcast series on them. This newsletter is the last of a mini-. 6th Oct 2022. By Colin Shaw Founder & CEO.

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cxservice360

OCTOBER 6, 2022

Within the past few years, the E-commerce industry has recorded significant growth, which has elevated it to the top of the map as one of the best-performing business industries. Also, this has been mainly contributed by the rise of the coronavirus pandemic in 2020. It’s no secret that many people continue to invest in this. Read more. The post Data Visualization in Ecommerce Decision Making appeared first on CXService360 - Customer Service Articles, Stories and more.

E-commerce 52

E-commerce Customer Service 52

SugarCRM

OCTOBER 6, 2022

They’re like the perfect couple: One is analytical and direct while the other does all the talking and appeals to the emotions. When they’re in perfect alignment, life is good. That’s how it is with sales and marketing. But like couples, they have disagreements sometimes. If left unresolved, these disagreements can create misalignment, miscommunication, demotivation, and eventual failure to grow the business.

Sales 26

Sales CRM CX Customer Experience 26

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

CX

Beyond Philosophy

OCTOBER 6, 2022

Memory is one of my favorite topics in the behavioral sciences, so we did a podcast series on them. This newsletter is the last of a mini-series on memory, the series finale. Last time, I wrote about the network structure of memory and how the different types of memories we have connected in surprising ways from the information we shared on our second podcast.

AI 15

AI Customer Experience Artificial Intelligence Customer Loyalty 15