Zendesk

NOVEMBER 27, 2023

Though most teams aren’t responding to populations in crisis, there are important lessons to be learned from those working at the very frontlines. The post 4 key lessons from the frontlines of critical customer service appeared first on Zendesk.

Customer Service 52

Customer Service Action Campaign Innovation CX 52

Customer Bliss

AUGUST 18, 2020

And a good part of this responsibility falls on the shoulders of your frontline support staff – who talk to and help out customers day in day out. When you’re on the frontline, you’re dealing with various types of customers. Identify Those With High EQ. Some might be angry. Some are frustrated. Some might even be confused.

Customer Service 100

Customer Service Touchpoint Customer Experience Innovation 100

Customers That Stick

AUGUST 4, 2015

We’re shopping in a store or asking about the product we ordered, and the frontline rep we’re interacting with starts to overshare. Frontline reps share TMI in three primary ways: 1. The problem with frontline reps sharing TMI is that it is almost always about them, about their needs and how they feel or want to feel.

B2B 133

B2B Customer Service Sales Customer Experience 133

Intercom, Inc.

OCTOBER 22, 2019

As a seasoned sales professional, LB has been through it all – starting as a frontline sales manager at LinkedIn before making her way to director, vice president, and finally, her current role as SVP at Intercom. As a frontline sales manager, you’re likely to be on the floor, available for ad-hoc coaching and troubleshooting.

Sales 123

Sales Finance Start-ups B2B 123

ClientSuccess

OCTOBER 10, 2018

Welcome to our blog series CSM from the Trenches, a community for frontline Customer Success Managers (CSMs) that discusses trends, best practices, and advice for the frontline. Being on the CSM frontline allows us to directly influence the success of our clients. I love that; as our clients are successful, we’re successful.

Start-ups 70

Start-ups Customer Relationship Management Business Consulting Engineering 70

ClientSuccess

MAY 23, 2019

Welcome to our blog series CSM from the Trenches, a community for frontline Customer Success Managers (CSMs) that discusses trends, best practices, and advice for the frontline. Being on the CSM frontline allows us to directly influence the success of our clients. Dedicated “Frontline” Segment.

Gaming 51

Gaming Start-ups Touchpoint 51

Heart of the Customer

JANUARY 6, 2016

The post Your Frontline Workforce Shouldn’t Leave Your Customers Feeling Cold appeared first on Heart of the Customer. A number of years ago, I was travelling for a job interview and booked a night at a Hampton Inn. I awoke and looked to take a shower when I discovered a problem. My room had no hot water.

Customer Experience 60

Customer Experience 60

ClientSuccess

SEPTEMBER 15, 2017

So I decided to start writing from my own experience as a frontline CSM, or someone who is actively fulfilling a customer-facing role. CSM from the Trenches – A Community for Frontline Customer Success Managers. Guest blog posts : Have a frontline CSM best practice you’d like to share? Example – here. Example – here.

Innovation 45

Innovation Start-ups Customer Experience 45

ClientSuccess

AUGUST 24, 2018

Welcome to our blog series CSM from the Trenches, a community for frontline Customer Success Managers (CSMs) that discusses trends, best practices, and advice for the frontline. Being on the CSM frontline allows us to directly influence the success of our clients. 11 Books Frontline CSMs Should Read Right Now.

Hospitality 40

Hospitality Hospitality Customer Relationship Management Innovation 40

PeopleMetrics

JANUARY 29, 2014

For others, frontline staff claim to know their customers better than any old survey could. Now that you’re confident that your questions are aimed at improving the customer experience, outline how you want your frontline employees to deliver that experience. 2) Borrow from the best. 3) Make follow-up a habit.

VOC 96

VOC Sports Voice of the Customer Case Management 96

Heart of the Customer

JANUARY 20, 2022

In customer experience, we believe in the power of frontline workers. We believe, with the right systems in place, that individual frontline workers can […]. We build training and processes so that they can better engage our customers and improve outcomes for both those customers and our business.

CX 148

CX Customer Experience 148

Bill Quiseng

NOVEMBER 8, 2023

At the same time, customer service experts have advocated that the the people in customer service are the frontlines. We may logically say that customer service representatives are the frontlines because they are front and center with customers. But customers emotionally feel they are doing battle with the customer service frontlines.

CX 88

CX Social Media Education Customer Service 88

Uniphore

MAY 20, 2020

Call centers have become frontline workers in the wake of COVID-19. Every action a business takes is now seen through the lens of the coronavirus pandemic. Business processes and workforce management considerations that were unthinkable a few short months ago, contact center leaders are revisiting.

Contact Center 264

Contact Center 264

Bill Quiseng

JANUARY 3, 2022

Is customer service the frontline? Are we called to duty on the frontline battling customers? Doctors and nurses don’t serve their ailing patients. So shouldn’t customer service be customer care? Or even better …. We are the Customer CARE team. We CARE for each member of our team: We COMMUNICATE with each other.

Customer Service 200

Customer Service Customer Loyalty Customer Experience 200

Qualtrics

DECEMBER 17, 2019

Frontline staff deal with your customers on a day-to-day basis, which means they’re collecting customer feedback and insights almost effortlessly. Tap into your frontline resources. If you want to bring your frontline staff into your strategy, tell them about it! Designing a feedback survey for frontline staff.

CX 26

CX Voice of the Employee Contact Center Actionable Insights 26

Customer Think

APRIL 25, 2024

Whenever I present to managers about articulating and revealing guiding statements, organizational purpose, or core values to frontline staff and connecting them to their daily work activities, I get the question, “What if they don’t buy in to these corporate ideals?”

52

52

Helpt

APRIL 23, 2024

Frontline support staff are the human connection that can turn a frustrated customer into a loyal brand advocate. But how can companies ensure their frontline heroes are equipped with the technical knowledge they need to succeed? Or will you be left frustrated, feeling like you've just explained rocket science to a goldfish?

Social Media 98

Social Media Customer Satisfaction Start-ups Customer Expectations 98

Shep Hyken

DECEMBER 6, 2022

Building a Customer-centric Culture From the Frontlines to the C-suite. She shares how to leverage the insights of your frontline staff to design customer experiences and create a customer-centric culture. . Employees on the frontline have unique knowledge about their customers that comes from constant first-hand interactions.

Legal 104

Legal Healthcare Innovation Customer Experience 104

Customer Think

FEBRUARY 16, 2024

Podcast Today’s interview is with Joe Tyrrell, CEO of Medallia. Joe joins me today to talk about why brands must consider EX in their journey to CX success, his view on the impact Generative AI is having on the world of experience and where he thinks it is heading, personalization and the big challenges that organizations […]

CX 44

CX AI Customer Experience 44

Taylor Reach Group

SEPTEMBER 1, 2020

Bosses instead of Leaders: People don’t like to be told what to do when they’re working on the frontlines, but it’s amazing how fast some forget that once they’re in positions of power. Failing to Set a Good Example: A new supervisor is onstage all the time, and everything they do is scrutinized by the frontline associates.

Contact Center 155

Contact Center Start-ups Gaming CX 155

Uniphore

JUNE 22, 2021

That’s quite unfortunate because your frontline staff have very important insights to share. So, why not call out the white elephant and get to work by first listening to these insightful rants from your frontline staff ? Nobody was listening when these call center agents were ranting about their everyday challenges.

Social Media 219

Social Media Contact Center Actionable Insights Entertainment 219

Taylor Reach Group

JANUARY 6, 2023

No, if centers need more, better, and more engaged frontline agents, then they will need to make frontline roles more attractive. These measures will ameliorate the labor shortages centers face, but these alone won’t solve the problem.

Contact Center 117

Contact Center AI Healthcare Innovation 117

Customer Think

JANUARY 23, 2022

In customer experience, we believe in the power of frontline workers. We build training and processes so that they can better engage our customers and improve outcomes for both those customers and our business. Also, as a whole, we’re an optimistic lot.

CX 120

CX Customer Experience 120

NGDATA

FEBRUARY 7, 2024

Banks adopting AI face challenges in training frontline staff. Workers often don't use the technology themselves, creating gaps in knowledge. Banks need to address these issues by incentivizing employees to become customers themselves and offering simulation tools and microlearning modules.

Innovation 52

Innovation AI Technology Technology 52

Callminer

JUNE 25, 2018

Without a strong frontline call center staff, you risk losing customers, a poor reputation, and loss of revenue.

Contact Center 182

Contact Center 182

Qualtrics

APRIL 22, 2020

Read part one about listening effectively to these essential on-site and frontline workers. The post How to protect the health and safety of your on-site and frontline employees appeared first on Qualtrics. This is the second post in a two-part series about supporting on-site employees during COVID-19. Get Started. [1]

Start-ups 32

Start-ups Technology Technology 32

cxservice360

OCTOBER 18, 2023

As the frontline representatives The post Maintaining Professionalism in High-Stress Customer Interactions appeared first on CXService360. In customer service, maintaining professionalism in high-stress customer interactions is not just a desirable trait; it’s a critical component of success.

Customer Service 59

Customer Service 59

1 to 1

DECEMBER 8, 2015

While companies are constantly looking for ways to engage and connect with their customer base, the greatest gap in strategic development often stems from the lack of communication and understanding between frontline staff and organizational leaders. There’s more… To read the rest of this blog posting click here or visit www.1to1Media.com/weblog.

Sales 28

Sales 28

Beyond Philosophy

MARCH 15, 2024

We explain how actively listening to customers and showing empathy is critical to maintaining composure during a crisis, especially for frontline employees, who face the barrage of raw, disappointed customer emotions first.

Start-ups 88

Start-ups Customer Relationship Customer Service Customer Experience 88

Zonka Feedback

SEPTEMBER 7, 2023

AskNicely is popular for motivating the frontline team, helping businesses build better connections, and reaching customer experience standards.

Customer Experience 59

Customer Experience Customer Feedback 59

Experience Investigators

APRIL 9, 2024

Let’s transform the frontline of your business into a powerhouse for customer loyalty. Unlock the full potential of your customer-facing team and watch your customer satisfaction soar!

CX 59

CX Customer Loyalty Customer Satisfaction Customer Experience 59

Shep Hyken

MARCH 1, 2022

Does Your Frontline Team Believe in Your Brand? The Gap Between Your Marketing Message and Frontline Teams. They discuss the importance of a two-way dialogue between the marketing department and your frontline teams. They discuss the importance of a two-way dialogue between the marketing department and your frontline teams.

Gaming 57

Gaming Innovation Start-ups Customer Expectations 57

Uniphore

DECEMBER 6, 2021

Experience on the Frontline. One of the critical assets any contact center leader requires is real-life experience on the customer service frontline. Good contact center leaders stay committed to the frontline by retaining and reviewing customer interactions and joining their agents on calls.

Contact Center 130

Contact Center Technology Technology AI 130

Zonka Feedback

SEPTEMBER 25, 2023

It empowers frontline teams to C-suite leaders to understand, anticipate, and respond to the needs of a company while nurturing customer relationships. Enterprise survey software enables large businesses to make informed business decisions with detailed insights.

Customer Relationship 52

Customer Relationship Customer Experience 52

Zonka Feedback

AUGUST 28, 2023

Enterprise Feedback Management software provides accessible survey data, offering actionable insights across all levels of a company, from frontline to C-suite. It empowers leaders to understand, anticipate, and respond to the needs of a company while nurturing customer relationships.

Actionable Insights 52

Actionable Insights Customer Relationship Customer Feedback 52

Taylor Reach Group

JANUARY 7, 2022

Your people are on the frontlines; they hear directly from your customers. A few hours of listening sessions with the frontline agents could uncover enough opportunities to keep your product and information technology people busy for months. You need to be connected to the frontline agents to know how well they’re being supervised.

Contact Center 76

Contact Center Start-ups Technology Technology 76

Customer Think

FEBRUARY 6, 2023

The Financial Impact Of Ensuring Frontline Autonomy Let’s face it: Customer service — especially the contact center — gets a bad rap. It is usually seen as a cost center — a necessary evil to handle customer questions and complaints.

Contact Center 62

Contact Center CX Customer Service Customer Experience 62