Customers That Stick

APRIL 28, 2015

15 Ideas for Managing Frontline Employees (PDF) : This is a collection of previous blog posts on managing frontline employees that can help you get better performance from your frontline team. 15 Ideas for Managing Frontline Employees (PDF). 15 Ideas for Managing Frontline Employees (PDF). Let’s go!

Customer Service 127

Customer Service 127

Zendesk

OCTOBER 6, 2022

More than a lack of gratitude or a bit of unpleasantness, many frontline customer service agents have faced truly difficult scenarios. Spending time as a team, bonding over a competitive digital trivia match. Receiving company-wide thank yous and virtual high fives via a dedicated Slack channel and Jamboard.

Customer Service 98

Customer Service Technology Technology Customer Experience 98

Shep Hyken

AUGUST 1, 2022

SmartBrief) Frontline service employees are often a consumer’s first human interaction with a company. Is Your Organization’s Digital Customer Experience Proactive or Reactive? CMSWire) The digital experience is not keeping up with the needs of B2B buyers and customers. Here are my top five picks from last week. Can you deliver?

Customer Service 65

Customer Service B2C B2B Sales 65

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

Shep Hyken

DECEMBER 21, 2021

In the age of digital transformation, companies must find ways to eliminate customer service and experience avoidance and create a seamless customer experience with technology and customer relationships. When the customer is connected to the frontline, they should not have to repeat their story.

Technology 61

Technology Technology CX Customer Service 61

Execs In The Know

DECEMBER 6, 2021

It’s literally a frontline touchpoint that impacts the bottom line of an organization. Frontline agents are a treasure trove of information: unleash the power of their deep and rich customer engagements to understand vulnerabilities and identify valuable workarounds or permanent fixes. . #2: 1: Understand & Connect; Then Address.

Contact Center 52

Contact Center CX Unstructured Data Social Media 52

Execs In The Know

DECEMBER 6, 2021

It’s literally a frontline touchpoint that impacts the bottom line of an organization. Frontline agents are a treasure trove of information: unleash the power of their deep and rich customer engagements to understand vulnerabilities and identify valuable workarounds or permanent fixes. . #2: 1: Understand & Connect; Then Address.

Contact Center 52

Contact Center CX Unstructured Data Social Media 52

Fonolo

JANUARY 15, 2019

Today’s digitally-savvy customers have zero tolerance for bad customer experience; this certainly includes their experiences with contact centers. Lesson 2: AI, Humans and Optimizing the Contact Center for the Digital Age. As Fonolo CEO Shai Berger wrote in 2018 , “legacy” is often used in a negative way, and for good reason.

Contact Center 80

Contact Center Artificial Intelligence Omnichannel AI 80

Buyer Persona

DECEMBER 20, 2020

Our courageous frontline health care workers are nearing collapse from the fatigue of long intense hours. Who as a group, are undergoing the greatest barrage of content since the digitization of content began. The global COVID-19 pandemic has exacerbated the effect of fatigue on people from all walks of life.

B2B 133

B2B Engineering Sales AI 133

VOZIQ

APRIL 5, 2022

Digital Is the Answer. Explore how going digital will help. Your frontline is your business’s face, your first line of communication with your customers. Insurance Has a Customer Retention Problem. Customer expectations are evolving and retention is more challenging today. Empowering the Front Line to Minimize Customer Churn.

Customer Retention 40

Customer Retention CX AI Customer Expectations 40

Customers That Stick

FEBRUARY 2, 2015

Technology is an integral part of frontline customer service. From information kiosks to digital signage, from mobile point of sale devices to the customer’s own smartphones; technology is part and parcel of even the most basic face-to-face interactions on the service floor. Photo credit (leave me alone): [link].

Retail 154

Retail Technology Technology Innovation 154

Steven Van Belleghem

JANUARY 26, 2022

Even in the digital world, people like to deal with people. Make sure that your frontline staff are empowered to take decisions on their own in favour of the customer. Intelligence, augmented. But an outstanding customer experience happens when you figure out how to improve the level of human service using technology.

Customer Service 135

Customer Service Entertainment Manufacturing Gaming 135

Comm100

SEPTEMBER 28, 2021

Welcome to part three in our series exploring digital transformation in customer service. In this series, we’ve been looking at how digital transformation is helping organizations transition to a digital customer service offering that benefit both them and their customers.

Customer Service 89

Customer Service AI B2C Technology 89

Execs In The Know

MARCH 4, 2022

Call center agents are frontline soldiers in any customer service delivery operation. According to a Global Contact Center Survey from Deloitte Digital , one out of four companies surveyed said they experienced lower agent performance and longer hiring and onboarding cycles as a result. Challenging Conditions. Taking Work Home.

AI 98

AI Artificial Intelligence Contact Center Healthcare 98

Shep Hyken

OCTOBER 14, 2022

This week, we feature an article by Christopher Jan Benitez, a freelance writer who specializes in digital marketing. Helps them become better brand advocates – Customer service is your frontline when talking to leads and customers about your business. Your customer service team must be an asset to your organization.

Customer Service 69

Customer Service Customer Loyalty Customer Relationship Customer Expectations 69

Lightico

JUNE 24, 2021

Digital transformation may be the trending term de jour, but it’s also fraught with complications due to its breadth of scope. What exactly are we digitally transforming? Does everything get the digital treatment, or just part of a company’s operations? The Top 4 Myths About Digital Transformation. The backend?

Technology 52

Technology Technology Start-ups NPS 52

Customers That Stick

JUNE 3, 2015

Now that Be Your Customer’s Hero is on bookstore shelves and being used by frontline customer service professionals across the country (and the world!) Jay Braver of Jay Braver Digital Marketing. In alphabetical order: Kimberly Patterson of Visitor Engagement Academy. Jenny Perkins of Thalhimer. Amy Friends. Suzanne Balch.

CX 137

CX Customer Service Customer Experience 137

Execs In The Know

JANUARY 8, 2023

For many brands, their BPOs are the frontline. As the work of the frontline agent becomes increasingly more complex, investments in technology continue to be a top priority within organizations. The questions they are asking their partners are: What level of partnership are you bringing?

Artificial Intelligence 87

Artificial Intelligence Technology Technology Engineering 87

SugarCRM

DECEMBER 23, 2021

But with 3 out of 4 customer experience (CX) leaders pointing to a positive correlation between customer satisfaction and business objectives, customer service is now one of the most important indicators of profitability and success—one that requires input from all frontline employees. Customer Effort Score (CES).

Customer Service 48

Customer Service Technology Technology Innovation 48

Comm100

SEPTEMBER 15, 2022

In practical terms, this means adopting a range of digital support channels, including live chat, SMS, social media, and email. Omnichannel customer service is a technology that connects every digital customer service channel together into one platform. What is omnichannel customer service? Customized support.

Omnichannel 52

Omnichannel Customer Service Social Media Government 52

The Customer Service Blog

JUNE 23, 2022

Hitting the right tone of empathy requires frontline service professionals to be armed with an extensive and complex mix of skills. Rising inflation and chronic illness linked to Covid are seeing many more customers slipping into this category for the first time.

Customer Service 52

Customer Service Customer Experience 52

Logicalware

NOVEMBER 22, 2021

In fact, a survey of more than 2,000 frontline agents?conducted Advanced digital engagement tools now enable companies to really get to know their customers and deliver more proactive and personalised service. Don’t fall into the trap of thinking you need every technology under the sun to deliver exceptional customer journeys.

Omnichannel 98

Omnichannel Technology Technology Customer Service 98

SurveySensum

NOVEMBER 11, 2021

They bring feedback, coaching, and brand-aligned service actions into the pocket of your frontline team. Staff Empowerment with Frontline. AskNicely assists you in training and empowering your frontline operators to make a remarkable customer experience. Digital-first Omnichannel Feedback. Best features. Integrations.

Sentiment Analysis 52

Sentiment Analysis Text Analytics Close the Loop Machine Learning 52

Comm100

JANUARY 23, 2023

No, if centers want to deliver superior experiences, then they need better and more engaged front-line agents, and 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. All of this will be expensive and play havoc with CX budgets.

Customer Experience 123

Customer Experience AI Outlook CX 123

Comm100

JUNE 15, 2022

Digital customer engagement is always evolving. If you’re on the fence about introducing a chatbot to your organization’s digital support strategy, here are four common chatbot customer service use cases, alongside customer stories that show the best chatbot examples and how they can be used in practice. Canadian Blood Services.

Customer Service 82

Customer Service Social Media Retail Technology 82

Execs In The Know

OCTOBER 20, 2022

Talent needs talent: Hires leaders with deep experience coaching and developing teams, and invest in training for leadership to help grow and support your frontline workers. . This way, leaders will be better equipped to meet the needs of frontline employees – they’ve been there themselves. . Agents are appreciated and rewarded .

Contact Center 52

Contact Center CX Start-ups Finance 52

Shep Hyken

NOVEMBER 8, 2021

Bob Phibbs The Retail Doctor) While much has been made of the Great Resignation in retail, hospitality, and other service jobs – and it is serious – retail frontline workers often get some of the oddest and funniest requests. Here are some tips to improve the digital customer experience for your target audience.

Customer Service 85

Customer Service Retail Hospitality Hospitality 85

Execs In The Know

OCTOBER 30, 2022

It was a packed three days of conversation and collaboration around a suite of technologies and strategies that are rapidly becoming the new digital front door for customers. Day 1 began with a captivating keynote from Alice Sesay Pope, the Vice President of Global Device, Digital, and Alexa Support at Amazon. But we’ll try!

Innovation 52

Innovation Artificial Intelligence AI CX 52

Zendesk

AUGUST 19, 2022

In 2015, the IRC and Mercy corps launched Signpost at the peak of the European refugee crisis with the mission to provide vital community-led information services from the frontlines of conflict zones for the aid sector. Here’s how you can submit a video message of welcome or send a digital note to people in Ukraine. and Germany.

Legal 52

Legal Technology Technology Start-ups 52

Beyond Philosophy

AUGUST 17, 2023

Getting SMART About Time Pine and Norton authored another article for HBR called, “ Are Your Digital Platforms Wasting Your Customer’s Time? You can find his certification class and frontline video training program there. Getting customers comfortable with these changes is essential to the transformation process.

Hospitality 78

Hospitality Hospitality AI Technology 78

Shep Hyken

OCTOBER 24, 2022

PwC Leader: Why Retailers Must Balance Digital-driven Experiences With Human-led Interaction by Judy Mottl. While the title focuses on retailers balancing digital and human-to-human experiences, there is a lot that any company (B2C or B2B) can take away from the lessons shared. Here are my top five picks from last week.

Customer Service 47

Customer Service Retail B2C Manufacturing 47

Customer Bliss

DECEMBER 28, 2018

After about 6 months in her position, Patricia gathered and analyzed a lot of feedback from customers and the company’s frontline staff, the call center representatives. Working with the frontline, Patricia needed to see how the relationship between MTN Cameroon and its employees was affecting the customers.

Government 56

Government Customer Loyalty Customer Experience Customer Service 56

Beyond Philosophy

JUNE 11, 2021

Reichheld believes that taking feedback from the wrong customers makes frontline employees feel more alienated from the system of the NPS. Your frontline employees, Reichheld argues, should be empowered to choose the customers from whom they receive feedback. The Power of the 20 Percent Should Not Be Extended to the 80 Percent.

Non-Profits 99

Non-Profits Net Promoter Score NPS Retail 99

Zendesk

JUNE 2, 2021

Deploy intelligent virtual assistants at the frontline of customer support across messaging channels such as Facebook, Google Business Messenger, WhatsApp, LINE, and more. Make Haptik your frontline of customer support, and automate 80% of support queries, freeing up your Zendesk agents to focus on high-value, complex issues.

AI 52

AI Social Media Start-ups Touchpoint 52

Steven Van Belleghem

APRIL 27, 2021

On top of that, between March and April 2020, Grab rolled out over 100 initiatives to help drivers- and delivery-partners, frontliners and communities who were struggling because of the pandemic. At the end of last year, it was even granted a digital bank license in Singapore in order to further expand its financial services offerings.

Customer Experience 104

Customer Experience Transportation Artificial Intelligence Government 104

Zendesk

AUGUST 11, 2021

Service has moved from customers calling at the first sign of trouble to wanting to communicate with businesses on more convenient digital channels they’re already using in their personal lives—email, live chat, and messaging apps like WhatsApp and Facebook Messenger. How to build a successful digital-first service strategy.

E-commerce 64

E-commerce Customer Service Social Media AI 64

Doing CX Right

JANUARY 12, 2020

Stacy Sherman & Shep Hyken Key Takeaways: It’s important to consider and optimize CX across the board, but especially within three key areas: digital channels and e-commerce, sales and the frontline, and especially new product development.

E-commerce 52

E-commerce CX Sales Customer Service 52