Inside Customer Service

AUGUST 10, 2023

There seems to be a million different ideas out there. especially: a relationship characterized by agreement, mutual understanding, or empathy that makes communication possible or easy Think of your favorite place to be a customer. There's a good chance the employees there use rapport to make you feel great.

Customer Service 199

Customer Service Start-ups 199

Fonolo

MAY 27, 2021

Similar to how call-back technology makes agents’ work easier , clear and concise survey questions make it easier for agents to complete the survey. Employee feedback is critical for businesses who want to understand their employees’ opinions and attitudes towards work, and improve their business policies and processes.

Construction 136

Construction Technology Technology Contact Center 136

Inside Customer Service

JULY 14, 2022

Firing this employee would make the director look bad, so the employee wasn't fired. There's one really big caveat: proclaiming a certain value does not make it true. How do different departments work together? An employee who worked for another department was sometimes loaned to my team. This was a great employee.

Customer Service 225

Customer Service 225

Zendesk

APRIL 5, 2021

But fear not: While working remotely comes with its fair share of challenges, it might be the best switch your organization ever makes. Put simply, remote work is completing your job and connecting with coworkers and clients somewhere outside the traditional office environment. What is remote work?

Start-ups 98

Start-ups CRM 98

UJET

AUGUST 5, 2020

You could get yourself a desk at a coworking space to accelerate this or learn while pitching your product to find these important insights. Coworking spaces are helpful because you’re around people, but for those that aren’t able to meet in person, using local LinkedIn groups is also an opportunity. A Growing Experience.

Start-ups 133

Start-ups Actionable Insights 133

Zendesk

DECEMBER 8, 2020

Of course, we all need to make choices about how we spend our energy right now. But at this time when it feels natural to pull away, it turns out that being vulnerable with coworkers can actually help us feel more connected. Zoom fatigue is setting in, and it often feels better to simply opt out of the activities that aren’t required.

Entertainment 98

Entertainment 98

Totango

JANUARY 6, 2022

Grab lunch with a coworker or friend if you can, or at least eat your sandwich in the break room or your kitchen if you work from home. Stop by and chat with a coworker or listen to music while you walk. Top 5 Stress Management Techniques for CS Professionals. For example, imagine you’re on a call with an unhappy client.

Start-ups 86

Start-ups 86

Inside Customer Service

MARCH 3, 2022

So did my coworkers in other departments, who were openly grousing about having to take so many calls. So did my coworkers in other departments, who were openly grousing about having to take so many calls. You can read this detailed explanation of the difference between the two if you want to take a deeper dive.

Customer Service 189

Customer Service Customer Experience Start-ups Customer Feedback 189

Inside Customer Service

JUNE 9, 2022

You might have to ask your coworkers to find out what they're getting paid. It felt a bit awkward to ask my colleagues what they were making, but it felt great to get the raise. Asking for a raise is no different. Several customer service professionals have recently requested advice on asking their boss for a raise.

Customer Service 130

Customer Service 130

Inside Customer Service

SEPTEMBER 22, 2022

There are three general types: Inattentive Hyperactive Combined Many common ADHD symptoms spell danger for someone who works in customer service: Lack of focus Hyperfocus (this makes it hard to notice your surroundings) Poor time management Weak impulse control Poor emotional regulation You can read more about ADHD and common symptoms here.

Customer Service 130

Customer Service Start-ups Customer Relationship Management Gaming 130

Customer Service Life

JULY 23, 2021

What is in my Customer Service “Oh Sh*t Kit” may be different than yours, and that’s great. This might be one of your coworkers, a manager or an internal resource. Planning the bachelorette party for a dear friend, I knew that “Oh Sh*t Kits” are a must to include for the bride tribe. A recovery plan.

Customer Service 132

Customer Service Education Customer Feedback CX 132

Inside Customer Service

MARCH 18, 2021

There's one particular insight that can make all the difference. Years ago, I became the membership director for the San Diego chapter of the American Society for Training and Development (ASTD San Diego). It's a nonprofit professional association for corporate trainers. Membership grew 67 percent over the course of my two year term.

Start-ups 147

Start-ups Customer Experience 147

Inside Customer Service

FEBRUARY 17, 2022

How do coworkers treat each other? One way to make it easier for applicants to research your company culture is to include a culture page on your website. That's from a 2019 Glassdoor report. At the time, the U.S. unemployment rate was 3.7 percent and employers were competing for good employees. In that respect, not much has changed.

Social Media 130

Social Media Customer Service 130

Intercom, Inc.

JUNE 4, 2020

We all have work to do individually too, and many of us are starting to educate ourselves on how to be allies for racial justice, learning how we can take part to make a difference and stand for change. To our friends in the Black community, we stand with you, and will never tolerate your mistreatment. Historical context.

Education 160

Education Start-ups 160

Fonolo

JUNE 10, 2021

Motivational games can also boost agents’ productivity at work, and there are many different kinds of games to play. Anytime an agent makes a sale, they can put their initials inside the box. Managing a call center team isn’t easy. Due to the nature of their work, it’s common to see call centers struggle with low agent engagement.

Gaming 91

Gaming Contact Center Sales Sports 91

UJET

NOVEMBER 19, 2020

While other cloud contact center platforms were (and still are) busy fighting over whose CRM integration worked the best and who owns the data , the team here at UJET took a different approach. Imagine that your CRM and your contact center are two remote coworkers collaborating on a document.

Contact Center 82

Contact Center CRM Customer Service Actionable Insights 82

UJET

NOVEMBER 19, 2020

While other cloud contact center platforms were (and still are) busy fighting over whose CRM integration worked the best and who owns the data , the team here at UJET took a different approach. Imagine that your CRM and your contact center are two remote coworkers collaborating on a document.

Contact Center 82

Contact Center CRM Customer Service Actionable Insights 82

Intercom, Inc.

SEPTEMBER 17, 2020

The company was originally founded in South Korea and made the move to Silicon Valley in 2015 – it quickly became adopted as a place for employees from the likes of Apple, Facebook, Google, Microsoft, and more to discuss the internal culture of their companies. Short on time? Anonymity can be a useful tool for empowerment (when used correctly).

Start-ups 210

Start-ups Sales Non-Profits Social Media 210

Totango

OCTOBER 20, 2022

What Makes a Good Customer Success Manager? Here we’ve identified the 13 most essential qualities to consider when hiring a CS manager. We’ll cover these below, along with five best practices to follow when bringing a new customer success manager aboard your team. What Is a Customer Success Manager (CSM)? Interpersonal skills.

Social Media 90

Social Media Sales Start-ups Customer Relationship Management 90

CommBox

JANUARY 26, 2022

So many of us have online jobs now—from remote employees to freelancers looking to make money online —that there’s often little practical reason for us to be in the office. These differences can spell disaster for remote collaboration. You likely won’t be shocked to hear that a lot of us are working remotely right now.

Omnichannel 98

Omnichannel Social Media Start-ups Sales 98

Customer Service Life

NOVEMBER 5, 2018

I would send an IM to a coworker saying something like “Again? ” when underneath it all, I deeply admired her ability to cry at work. Samantha (not her real name) sat across from me in our small contact center. Not a week went by that she didn’t shed tears after hanging up the phone with a customer. Maybe it was a mistake.

Contact Center 107

Contact Center Start-ups Customer Service 107

Fonolo

MARCH 14, 2023

Your customers want thoughtful and empathetic service, and that’s not something you can get from technology alone. Skilled agents are key to delivering a great customer experience, and agent retention is vital to a healthy contact center. Why do call centers struggle with retaining their agents? Contact center work is challenging.

Contact Center 95

Contact Center Artificial Intelligence AI Technology 95

Lumoa

JUNE 23, 2021

The next step beyond diversity is inclusion, because if you have diversity but not a culture that includes people who are different, then your diversity is meaningless. Diversity makes good business sense, but it must be paired with an inclusive culture. What is diversity in customer experience?

Customer Experience 83

Customer Experience Non-Profits Start-ups Innovation 83

Help Scout

JUNE 30, 2021

It is an undeniably challenging move to make, but there are plenty of resources and examples to learn from. It is an undeniably challenging move to make, but there are plenty of resources and examples to learn from. Making remote work … work … looks very different when your team does not share core working hours.

Legal 134

Legal Start-ups Healthcare Customer Service 134

Zendesk

MARCH 16, 2022

Depending on the products, region, and size of a company, a business may require sales experts with different specialties. Many aspects of a sales engineer’s job overlap with those of a sales rep, which makes it a highly specialized position. Not all sales are created equal. This is where a sales engineer comes in.

Engineering 98

Engineering Sales B2B Education 98

Zendesk

MAY 5, 2021

Using the appropriate communication style to navigate difficult conversations can make the difference between satisfied customers or coworkers and people walking out of the door. They take the time to understand people with different viewpoints, which helps ease tension. The 5 workplace communication styles.

Customer Service 59

Customer Service Social Media Contact Center CX 59

CX Accelerator

AUGUST 1, 2018

Negative interactions with clients or coworkers may trigger an emotional response in an individual from a life experience beyond the call center. Working in customer service or customer experience can take a massive toll on your physical and mental well-being. How can we create an environment that gives life instead of sucking it out of us?

Contact Center 182

Contact Center Healthcare Gaming Education 182

Beyond Philosophy

DECEMBER 14, 2017

Do you believe it is the Customer Experience you provide that makes customers loyal? So, what is the difference between the two? Making Memories Requires Strong Emotions. If you do, I am sorry to be the one to inform you that you are wrong. As a result, I thought I knew everything there was to know about Customer Experiences.

Customer Loyalty 151

Customer Loyalty Sports Start-ups Customer Experience 151

Callminer

MAY 11, 2020

Not only are managers concerned for their employee’s well-being and happiness, but disgruntled employees can contribute to a stressful working environment for the whole team. While following best practices for hiring and training employees who are the right fit for your company is crucial, that doesn’t always mean that problems will never arise.

Customer Experience Management 273

Customer Experience Management Customer Service Customer Experience Non-Profits 273

Intercom, Inc.

JUNE 17, 2021

But what can we do to make this transition as smooth as possible? And while we’re excited to see our coworkers again and we love the idea of fewer Zoom meetings, this return also comes with its own set of challenges – and potential anxieties. Can we still function in a busy office setting? Is it safe? Are we ready?

Start-ups 207

Start-ups Construction Gaming Engineering 207

Zendesk

MARCH 12, 2021

What we do in our communities and companies profoundly affect our shared landscape—the policies we make, the way our markets respond, the impact on our personal lives—and this, in turn, affects how we respond to crisis. This is probably the biggest event we will live through in our lifetimes,” Zakaria said of the pandemic. 3 key lessons.

CX 98

CX Hospitality Hospitality Government 98

Fonolo

FEBRUARY 14, 2019

How do we properly make an early diagnosis? Call centers have become notorious for possessing one of the highest employee attrition rates of any industry. According to Talkdesk , call centers have a turnover rate ranging from 30 to 45 percent. This isn’t entirely surprising: Call centers are stressful work environments. On top of this, a U.S.

Contact Center 80

Contact Center Artificial Intelligence Social Media Touchpoint 80

Beyond Philosophy

JANUARY 2, 2019

When you have no power to make change happen, you can end up being ineffective. I am concerned. I recently read two pieces of research about Customer Experience that worried me. The first was from Nunwood , a UK-based research company with a Customer Experience index, and it showed that improvements in Customer Experience were not happening.

Net Promoter Score 156

Net Promoter Score Customer Experience CX Hospitality 156

Zendesk

OCTOBER 25, 2023

But when employees struggle to find relevant, reliable, and updated information, it makes it challenging for them to go about their day. Here’s how you can make the employee experience better by using AI. The key to running a successful business is creating an environment that fosters an exceptional employee experience (EX).

AI 52

AI Sentiment Analysis Artificial Intelligence Start-ups 52

Customer Service Life

DECEMBER 3, 2018

He dedicates the book to customer service professionals everywhere saying, “I admire you for your dedication, your concern for others, and your genuine desire to make someone else’s day better.” This article was originally posted on the ICMI Blog during National Customer Service Week on October 2, 2018. Click here to read the original post.

Customer Service 104

Customer Service Contact Center Gaming Start-ups 104

CX Accelerator

AUGUST 1, 2018

Negative interactions with clients or coworkers may trigger an emotional response in an individual from a life experience beyond the call center. Working in customer service or customer experience can take a massive toll on your physical and mental well-being. How can we create an environment that gives life instead of sucking it out of us?

Contact Center 140

Contact Center Healthcare Gaming Education 140

SurveySensum

FEBRUARY 14, 2024

But it’s not just for the employees – these employee feedback tools give managers and HRs real-time data to make smart decisions and improve the workplace vibe. With this businesses can tap into these insights and make informed decisions that benefit the organization. But how do we do that? Through Employee Feedback , of course!

Close the Loop 52

Close the Loop Start-ups Text Analytics Outlook 52