Fonolo

JUNE 7, 2022

Setting goals with your contact center agents will support your most important profit driver: your customer base. Finance-focused CFO might see customer service as separate from the company’s financial goals. Why Team Customer Service Goals Important are — and Why Call Center Agents Need to Be Involved.

Customer Service 81

Customer Service Net Promoter Score Contact Center Finance 81

Inside Customer Service

APRIL 27, 2023

Do your customer service goals inspire the team? It helps you write goals that give your team clarity, inspire teamwork, and encourage the right behaviors. This post outlines the three elements of the FIT goal model, how to use it, and why it's so effective at motivating customer service employees.

Customer Satisfaction 206

Customer Satisfaction Customer Service Customer Survey Technology 206

Inside Customer Service

MAY 11, 2023

You've sent your team through customer service training. It even feels like the team has a bit more energy than before, though you can't quite say for sure. I've repeatedly used them to demonstrate the impact of customer service training to executives. Why evaluate customer service training?

Mystery Shopper 182

Mystery Shopper Customer Service Mystery Shopping Start-ups 182

Navedas

MARCH 18, 2020

The post Crisis as Catalyst: Managing Your Remote Customer Service Team appeared first on Navedas. This week we are in a new paradigm due to COVID-19, where remote work is a necessity. For some of you this may be new.

Customer Service 130

Customer Service Customer Satisfaction 130

Fonolo

JUNE 7, 2022

Setting goals with your contact center agents will support your most important profit driver: your customer base. Finance-focused CFO might see customer service as separate from the company’s financial goals. Why Team Customer Service Goals Important are — and Why Call Center Agents Need to Be Involved.

Customer Service 67

Customer Service Net Promoter Score Contact Center Finance 67

Help Scout

AUGUST 22, 2023

Learn the basics of NPS for customer service teams: How to measure it, how to use it, and tips on how support teams can increase NPS. Read the full article

NPS 75

NPS Customer Service 75

Help Scout

AUGUST 22, 2023

Naming a new team or considering renaming your existing one? Here are plenty of customer service team names and role titles to consider. Read the full article

Customer Service 80

Customer Service 80

Inside Customer Service

NOVEMBER 17, 2022

A LinkedIn post asked managers to share what they find most difficult about holding customer service employees accountable. Two-way communication with your team is required to know if employees understand and agree to fulfill expectations. from Quick Fixes to Attain Excellent Customer Service by Jeff Toister.

Customer Service 208

Customer Service Start-ups 208

Navedas

APRIL 1, 2020

Make managing your remote customer service team easier with CSAT.AI. The post QA, CX and EX for your Remote Customer Service Team – We Can Help appeared first on Navedas.

Customer Service 130

Customer Service CX Customer Satisfaction AI 130

Inside Customer Service

AUGUST 10, 2023

You want your team to grow their customer service skills. My advice is to focus on three fundamentals: Rapport Listening Problem-solving These skills are the foundation of consistently great service. Rapport Skills Building rapport is the process of getting customers to know, like, and trust you.

Customer Service 199

Customer Service Start-ups 199

Inside Customer Service

AUGUST 25, 2022

Some feel the overarching organizational mission doesn't clearly address the team's role. An informal LinkedIn poll revealed that 41 percent of people worked on a team that had its own mission. Does your team need to create its own mission statement? One leader I worked with helped her team develop its own mission.

Innovation 169

Innovation Customer Service 169

Help Scout

AUGUST 22, 2023

These crisis communication tips will help your team deliver the best service possible during a crisis without burning out or lowering standards. Read the full article

Customer Service 76

Customer Service 76

Help Scout

AUGUST 22, 2023

Follow these 7 foundational steps to build a brand new customer support department or maximize the success of your existing team. Read the full article

Customer Service 93

Customer Service 93

Inside Customer Service

JANUARY 5, 2023

Who is to blame for poor customer service? You can probably make a list of things that make it difficult to keep your customers happy and coming back again and again: Defective products anger customers and make service a chore. First, I've trained thousands of customer service employees.

Customer Service 188

Customer Service Outlook Start-ups 188

Inside Customer Service

JUNE 8, 2023

Managers often request it for customer service training, but participants don't like it. It would be one thing if role playing was a highly effective customer service training technique. I'm a customer service trainer who has trained thousands of employees, and I can tell role playing doesn't work.

Customer Service 168

Customer Service Contact Center Start-ups 168

Inside Customer Service

JUNE 16, 2022

The vice president was talking about his company's customer service team. His primary concern was customer retention. He worried that employees were too transactional and didn't work hard enough to retain customers. Customer service reps didn't always see the big picture. How do you manage your team?

Customer Service 192

Customer Service Customer Retention Start-ups Customer Satisfaction 192

Intercom

MARCH 22, 2023

Our business is to make internet business personal – not just for people in need of customer service, but also for the people offering it. Reports, Articles, Contacts – everything that is necessary for day-to-day customer service outside of answering conversations. Localization is a major part of that goal.

Customer Service 59

Customer Service AI Customer Experience 59

Zendesk

DECEMBER 1, 2022

Service teams have a ton on their plates right now, and customers expect seamless, instantaneous customer support. Zendesk has made AI tools that are accessible to companies and teams of all sizes. Zendesk has made AI tools that are accessible to companies and teams of all sizes.

AI 52

AI Customer Service Innovation Customer Expectations 52

Kate Nasser

APRIL 17, 2022

Leaders, How well do your teams handle these keystone customer service moments? Customer experience w/ Kate Nasser, The People Skills Coach™. The post Key Customer Service Moments: Leaders, How Well Do Your Teams Handle These? appeared first on KateNasser.com.

Customer Service 90

Customer Service Customer Experience Sales 90

cxservice360

OCTOBER 27, 2022

The customer service team is one of the most important aspects of your company. In order to show your company in the best light, your team must be ready and able to provide high-quality service as soon. When people call, these agents solve their issues, provide guidance, and do their best to retain their business.

Customer Service 52

Customer Service 52

Inside Customer Service

JULY 28, 2022

The customer service leader explained his company had a customer service vision that he talked about in every meeting. A customer service vision is a shared definition of outstanding service that gets everyone on the same page. How can you add novelty to team meetings?

Customer Service 147

Customer Service Entertainment Gaming Start-ups 147

Intercom

JANUARY 10, 2024

Get the report → Customer support teams will remember 2023 as the year that everything changed. It’s transforming the customer service landscape at lightning speed, and heading into 2024, the race for competitive advantage is well and truly on. ⚡️ Ready to dive straight into the insights?

Customer Service 100

Customer Service AI Customer Expectations Technology 100

Help Scout

AUGUST 22, 2023

Learn more about the six remote collaboration tools that Help Scout's Customers team uses to communicate asynchronous and collaborate across teams. Read the full article

Customer Service 75

Customer Service 75

Shep Hyken

MAY 6, 2022

He shares how you can improve your customer service strategy and team to take advantage of the benefits an exceptional customer service function has to offer. Before customer service outsourcing , there was once a time when customer service was largely limited to one-on-one phone calls.

Customer Service 65

Customer Service Omnichannel Social Media Construction 65

Zonka Feedback

JANUARY 19, 2023

Customer service teams play an important role in any business. They are the frontline personnel that customers rely on to get information, resolve issues, and provide assistance.

Customer Service 52

Customer Service Customer Experience 52

Comm100

OCTOBER 26, 2022

To improve customer service, there’s only one place every company should start – meeting customers’ expectations. Today’s consumers have ever-changing and ever-rising customer service expectations, and organizations must meet these expectations if they are to continue growing their business. Digital prioritization.

Customer Service 52

Customer Service Social Media Technology Technology 52

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. Only with Comm100 can you achieve this balance.

Customer Service 88

Customer Service Compliance AI Customer Satisfaction 88

Fonolo

NOVEMBER 27, 2018

Good customer service is crucial to the success of any business. Now imagine that your hands are tied in a million different ways and you’re unable to resolve the bulk of the customer complaints that are on the rise. This is why empowering a customer service team can be key to the overall success of any company.

Customer Service 119

Customer Service Contact Center Engineering Hospitality 119

Comm100

SEPTEMBER 7, 2022

SMS messaging has taken off among customer service and support teams too, and the reasons are straightforward. Customers find SMS support more convenient and faster than other communication channels, while organizations offering SMS customer support can engage with more customers and prospects.

Customer Service 52

Customer Service Customer Feedback Start-ups CX 52

Customer Think

SEPTEMBER 8, 2021

Customer service is one of the most important elements of a healthy business. But if you extract more value out of your customer service, good things will happen for your business. 4 Ways […].

Customer Service 128

Customer Service Innovation Sales 128

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. So far it’s going great and the team has been receptive to the coaching. I was about 12 years into a career in customer service, still trying to figure out what my career would be. History lesson.

Customer Service 182

Customer Service Contact Center Gaming Education 182

Comm100

AUGUST 8, 2022

Customer service is an always changing landscape. While many aspects of providing excellent customer service have held true over decades, the reality is that customer expectations have grown and shifted with technology. It also allows them to offer 24/7 support when teams are offline. Types of chatbots.

Customer Service 77

Customer Service Machine Learning AI Social Media 77

Help Scout

AUGUST 22, 2023

Learn how adding live chat as a customer service channel can help you improve the customer experience, increase agent productivity, and much more. Read the full article

Customer Service 75

Customer Service Customer Experience 75

Bill Quiseng

JANUARY 3, 2022

Is customer service the frontline? Are we called to duty on the frontline battling customers? So shouldn’t customer service be customer care? We are the Customer CARE team. We CARE for each member of our team: We COMMUNICATE with each other. Customer service is for a job.

Customer Service 200

Customer Service Customer Loyalty Customer Experience 200

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

Shep Hyken

MAY 20, 2022

This week, we feature an article by Simona Benetinová, content manager at Nicereply , a company that helps organizations, of all sizes, provide outstanding customer service. She writes about customer loyalty and why your team should care about your brand’s Net Promoter Score. What is customer loyalty?

NPS 69

NPS Net Promoter Score Customer Service Customer Loyalty 69

Zendesk

OCTOBER 5, 2021

The platform’s rich features and easy accessibility empower businesses to offer quick, efficient, and personalized customer service experiences. Why use Google Business Messages for customer service? Business Messages allows agents to deliver speedier service, reducing hold times. Provide fast response times.

Customer Service 96

Customer Service Omnichannel Engineering Start-ups 96