Customer Think

JANUARY 30, 2024

Earlier this month I analyzed 27 mid-range hotels in the Orlando market using publicly available data from Tripadvisor. These properties ranged from locations near the airport, convention center, and theme parks.

Net Promoter Score 52

Net Promoter Score Customer Loyalty 52

Zonka Feedback

OCTOBER 5, 2023

Therefore, patient satisfaction has gained more importance than ever and dissatisfied patients are more than happy to leave a healthcare provider for better health services and satisfaction.

Healthcare 52

Healthcare 52

Fonolo

OCTOBER 15, 2019

Great customer service starts with making great hires. Providing excellent customer service has never been more critical. So, how can you provide a great training experience for your customer service team? Optimize Your Self-Service Channels. But, that’s not where it ends. Ensure Training is Purpose-Based.

Customer Service 57

Customer Service Artificial Intelligence Social Media Start-ups 57

Customer Service Life

JANUARY 18, 2019

Creating a quality form for your customer service team can be a scary task. But before we address them, let’s back up a bit and first discuss the “why” of quality assurance and talk about why this shouldn’t be a scary task at all. What’s your customer service philosophy or mission? Click here to read the original post.

Customer Service 80

Customer Service Contact Center Legal Customer Satisfaction 80

Qualtrics

JUNE 19, 2019

In 2019, it’s imperative that you provide excellent service to your customers. With a wealth of competition, companies that don’t compete on customer experience will lose customers to those that are continually delighting and providing a high quality of service. How to measure service quality.

Retail 45

Retail Customer Satisfaction Customer Expectations Actionable Insights 45

Customers That Stick

APRIL 10, 2017

We've Moved! Update your Reader Now. This feed has moved to: [link] Update your reader now with this changed subscription address to get your latest updates from us.

Customer Service 144

Customer Service 144

Win the Customer

FEBRUARY 10, 2014

Is there a relationship between the size of a company and its ability to deliver quality customer service? Customer Experience Customer Service Management' What does it mean for business success?

Customer Service 139

Customer Service Customer Experience 139

Inside Customer Service

MAY 9, 2024

A quality assurance analyst was reviewing a contact center agent's calls. The agent was upset about her quality score. Hiring, training, and giving feedback would all be easier if you could accurately measure customer service skills like rapport, listening, or empathy. The feedback session was going poorly. Irritated at times.

Customer Service 192

Customer Service Contact Center Start-ups 192

CSAT.AI

NOVEMBER 13, 2019

You can power up your customer service with a quality assurance strategy for a successful business campaign. You can’t create an effective customer service experience without talking QA (not to be confused with QQ in gaming, which is crying like a baby). Your first task is deciding how to allocate financial resources.

Gaming 52

Gaming Customer Service Sentiment Analysis Artificial Intelligence 52

Callminer

AUGUST 30, 2023

Quality assurance (QA) should serve as the baseline for BPOs’ client services. Here’s how to use AI-based conversation intelligence to improve QA and drive revenue.

AI 300

AI 300

Help Scout

SEPTEMBER 30, 2018

Quality Assurance in any industry is key to a product’s success. In software development, we measure quality in terms of conformity to requirements and freedom from defects — quantifiable qualities. In customer service, quality is more difficult to define and measure. Step 2: Define quality.

Social Media 40

Social Media NPS Education Start-ups 40

Provide Support

FEBRUARY 28, 2017

Customer Service Quality. Almost all businesses strive to offer superior customers service. There are certain factors that negatively affect customer service quality and do not allow companies to reward their customers with exceptional customer service. However, not all of them succeed in this.

Customer Service 46

Customer Service 46

Beyond Philosophy

MAY 17, 2024

Quality assurance is crucial in Customer Experience Management, and assessing call center operations provides valuable insights into an organization’s customer-centricity. One of our listeners, Jamie Scott of Evaluate Agent shared his thoughts on Quality Assurance and the problems organizations have regarding this area.

AI 78

AI CX Touchpoint Customer Experience Management 78

Zendesk

FEBRUARY 12, 2024

Zendesk today announced it completed its acquisition of Klaus, the industry leading AI-powered quality management platform. It won’t tell you where there are gaps in your service, or where there are opportunities for coaching and additional training for your support teams,” said Adrian McDermott, chief technology officer, Zendesk.

AI 144

AI Customer Expectations Customer Satisfaction CX 144

Inside Customer Service

FEBRUARY 2, 2023

Increasing service speed Reducing service errors Improving employee friendliness According to data from Intouch Insight , the answer is number three, friendliness. Friendly employees can even help offset the impact of slower service or a higher error rate. What about food quality? Let's look at the data.

Mystery Shopper 208

Mystery Shopper Customer Satisfaction 208

Adrian Swinscoe

DECEMBER 18, 2023

Quality customer service holds immense importance for businesses, impacting customer satisfaction and loyalty significantly. In […] The post The AI agent revolution: Changing the dynamics of customer service first appeared on Adrian Swinscoe. This is a guest post by Jeanicka Rhey, a content writer.

AI 147

AI Customer Service Customer Satisfaction Artificial Intelligence 147

Inside Customer Service

JANUARY 11, 2024

Use advanced communication techniques from Phone-Based Customer Service by Jeff Toister Share a picture Pictures and graphics can quickly put you and your customer on the same page. Happy with the price, we scheduled the service for the next day. Here's a short video that provides a demonstration, including a good and a bad example.

Customer Service 236

Customer Service 236

Inside Customer Service

JULY 14, 2022

Despite strong talk about integrity and excellent service quality, the real value for our director was image. They help define the service culture and guide employees when they’re faced with a tough decision. He purchased poor quality inventory, used the cheapest vendors, and paid low wages.

Customer Service 225

Customer Service 225

Futurelab

MARCH 22, 2024

They demand top quality, rapid delivery, and low prices. Great products and services come not just from great visions, but from having a direct contact with your customers. Their sales manager confidently claimed: “We know what our customers want. But our VoC pilot painted a different reality.

VOC 157

VOC Voice of the Customer Sales 157

C3Centricity

MAY 12, 2024

With fewer and fewer differences between the products and services offered, many companies have realised that they can – and should – differentiate by improving their customer experience. Deliver Exceptional Customer Service Exceptional customer service is the first essential step to plan.

Customer Satisfaction 62

Customer Satisfaction Retail Customer Service Customer Expectations 62

Zendesk

MARCH 18, 2024

In the current landscape of customer service, expectations are skyrocketing, with demands for faster and higher quality service experiences becoming the norm. – How implementing WFM and QA can provide organizations with a loop of continuous improvement on service operations. .

AI 64

AI Customer Expectations Customer Service 64

Zendesk

MARCH 13, 2024

Zendesk announced today that it will acquire Ultimate, an industry-leading provider of service automation, to deliver the most complete AI offering for customer experience (CX) in the market. In this new era of AI-powered CX, AI agents can push beyond traditional bot capabilities to help brands transform service into a competitive advantage.

AI 138

AI CX Business Growth Innovation 138

Intercom

FEBRUARY 1, 2024

Generative AI is transforming customer service faster than any other field, and we’re only just beginning to grapple with the implications for customer service. Welcome to the The Ticket podcast, featuring conversations with the customer service leaders and CX thinkers who are shaping the future of support.

Customer Service 97

Customer Service AI Technology Technology 97

Bill Quiseng

DECEMBER 13, 2021

Real customer loyalty is built on service so great that customers return again and again, raving to others along the way. This week guest blogger Karen Hertzberg offers three QUI strategies to improve your service to keep customers coming back. Excellent customer service is one of the best ways to achieve this goal.

Customer Retention 173

Customer Retention Customer Service B2C Customer Loyalty 173

Comm100

MARCH 14, 2024

Chatbots have become a ubiquitous part of customer service and support. As businesses strive to meet the ever-increasing expectations of their customers, the adoption of chatbots has emerged as an essential move to enhance service delivery and operational efficiency.

Customer Service 91

Customer Service Compliance AI Customer Satisfaction 91

Zendesk

MARCH 20, 2024

What is customer service quality assurance? Customer service quality assurance (QA) is a systematic process of evaluating customer interactions, identifying areas for improvement, and providing effective coaching to enhance the overall customer experience. Restaurants don’t attain Michelin-star status by chance.

Customer Service 52

Customer Service Net Promoter Score AI NPS 52

Execs In The Know

JANUARY 9, 2024

In the dynamic world of business and customer service, Business Process Outsourcing (BPO) has emerged as a powerful strategy for organizations to streamline operations, enhance efficiency, and focus on core competencies. However, misconceptions and myths about BPO often cloud its true potential and benefits.

Finance 93

Finance Innovation Customer Service Customer Experience 93

Comm100

MAY 7, 2024

The demand for fast, efficient, and personalized customer service is growing – and growing fast. 54% of global consumers have higher customer service expectations than they did just one year ago, according to a recent Microsoft study. How to Streamline Customer Service with 7 Actionable Strategies 1.

Customer Service 52

Customer Service Omnichannel Social Media AI 52

Service Quality Institute

MAY 14, 2024

” it is good customer service but NOT Service Recovery. Most organizations never admit mistakes and less than 1% practice Service Recovery. In my book, Achieving Excellence Through Customer Service. 4 Steps to Service Recovery For Service Recovery to work magic, the front-line employee needs to implement it.

Retail 52

Retail Customer Service 52

Fonolo

APRIL 7, 2022

“This call may be monitored for call center quality assurance.”. Call quality monitoring is an essential piece of the puzzle when it comes to increasing and maintaining high customer satisfaction (CSat) scores. Although most contact centers are following some sort of quality management strategy, many are lacking in specific key areas.

Contact Center 87

Contact Center Customer Satisfaction Omnichannel Start-ups 87

Customer Service Life

JANUARY 31, 2024

Image by Gerd Altmann from Pixabay Throughout my career in the contact center, I’ve had a love-hate relationship with quality assurance (QA). I was already two years into a role as a customer support manager when I hired someone with actual contact center experience (I had none) who informed me that I should be “doing quality.”

Contact Center 83

Contact Center Start-ups Customer Satisfaction Customer Service 83

Intercom

MAY 1, 2024

The impact of AI on customer service is the latest example of new tech leading to rapid change – support roles and career paths are being completely reshaped. AI has opened up new opportunities for customer service teams to enhance efficiency and productivity, as well as create fast, high-quality customer experiences.

AI 52

AI Customer Service Technology Technology 52

Beyond Philosophy

SEPTEMBER 21, 2023

Catherine, one of our podcast listeners, wants to know how to establish her organization’s reputation for having low prices without the companion reputation for having cheap and low-quality products. The fundamental problem for many businesses is wanting a reputation for low prices and high quality. It is possible, though.

Non-Profits 88

Non-Profits Construction 88

Customer Think

APRIL 8, 2024

Illustration 42097686 © Retro Clipart | Dreamstime.com Can your customers count on superior product and service quality regardless of the employee involved? Or is the quality of their experience reliant on the employee they happen to get?

Customer Loyalty 56

Customer Loyalty Customer Experience 56

Experience Investigators

APRIL 11, 2023

Quality is an interesting word. We toss it around when discussing products, describing them as “high quality” or lacking it altogether. But what really is the meaning of quality? character with respect to fineness, or grade of excellence: food of poor quality; silks of fine quality.”

Customer Journey Map 59

Customer Journey Map B2B Invoicing Manufacturing 59

C3Centricity

JANUARY 30, 2024

The most important thing to remember is not to think of customers as difficult but merely as angry, frustrated or disappointed with the product or service they bought from us. When they encountered streaming problems in the past, they quickly addressed them by upgrading their infrastructure, leading to improved service quality.

Customer Feedback 90

Customer Feedback Customer Retention Customer Expectations Customer Service 90

Customer Service Life

OCTOBER 13, 2020

I recently wrote an article about a new quality process where I coached my team without showing them a score. The other day I was reviewing emails sent to our customers to make sure they were doing all of the following behaviors (Coincidentally, these are the behaviors on our quality form): Making a human connection.

Customer Service 182

Customer Service Contact Center Gaming Education 182