ShepHyken

JULY 4, 2016

My Comment: I’m often asked how to hire the best people for customer service positions. Well, this excellent article is full of great ideas and interview questions that you might ask a potential employee who is being hired for a customer support center – or any customer facing role. ’ by Laura McCallum.

Customer Service 202

Customer Service Surveys Customer Experience Customer Support 202

Kayako

JANUARY 7, 2016

We looked back with our best posts from the customer support community in 2015, now we’re looking forward with predictions for 2016. We’ve asked support pros from Kayako and beyond what they think the biggest trends in customer support will be in the next 12 months. Navsher Puar , Support Team Lead.

Customer Support 56

Customer Support Self service Consulting Consulting 56

Win the Customer

FEBRUARY 5, 2016

Did you know that that delivering customer happiness is one of the easiest parts of working in support? And that the greatest challenge for customer support professionals is tackling burnout? In fact, 95% of respondents stated that handling customer enquiries was their top priority – and they’re good at it too.

Customer Support 86

Customer Support Surveys Management Call Center 86

ShepHyken

JULY 19, 2022

Quotes: “Customers want to get help and seek advice from people like them.” ” “Customer support provides such a critical role to the organization’s success. ” “The volume of customer support requests coming to organizations is increasing. New York Times ?bestselling

Contact Center 323

Contact Center Customer Support Customer Service Customer Experience 323

Beyond Philosophy

MAY 15, 2017

Empower the customer to connect across channels, enable them to start on one channel and seamlessly go onto the other. For example, they complain via one social media platform, make sure they can as easily reach out to customer support via email and phone. It hints that retail therapy is fast giving way to e-tail therapy.

Omni-channel support 333

Omni-channel support Sales Marketing Technology 333

ShepHyken

JULY 12, 2016

Product Manager at Microsoft, and one of the top customer service influencers of 2016, Tricia Morris, about global customer service. Tricia shares stats and facts from Microsoft’s State of Global Customer Service Report and how customer service is changing globally.

Customer Support 192

Customer Support Customer Service Management 192

Vcaretec

JUNE 6, 2022

Increased spending is great for retailers, but with more spending comes an increased demand on customer care and customer support teams. Customer satisfaction numbers must remain high, even as shopping volumes increase. That means that retailers need to be able to scale up their customer service teams seamlessly.

Customer Care 97

Customer Care Customer Support Customer Service Sales 97

Kayako

JANUARY 14, 2016

Did you know that team size and tenure don’t make a difference in how much a customer support manager will be paid for their work? And, did you know that it takes an extra $10k per year for customer support professionals to go from satisfied to very satisfied? Four new facts about the support industry in 2016.

Customer Support 46

Customer Support Multichannel Surveys Customer effort 46

aircall

DECEMBER 19, 2016

With every customer service champion, we’ll look at what they can teach us about improving our own customer service, and cultivating our own customers’ happiness. Best customer service companies of 2016: all-star division. Best customer service of 2016: “our own pick” division. SpotifyCares.

Customer Service 74

Customer Service Advertising Transportation Customer Support 74

ShepHyken

JUNE 17, 2016

Brainstorming better ways to say “no” to a customer complaint. Employees who have these skills when hired or quickly gain them will provide better customer support as they start to engage customers on a more frequent basis. Read Shep’s latest Forbes Article: New And Intriguing Lessons Learned At Pegaworld 2016. .

Customer Service 209

Customer Service Education Customer Support Management 209

CCNG

OCTOBER 19, 2022

(Martech Alliance, 2021) Customer-obsessed businesses expect to be 7x more relevant to customers, 5x more likely a top provider of products, and 4x more profitable. Forrester, 2016) 55% of CX professionals believe their companies will be too slow and face disruption from more innovative, nimble, and customer-focused competitors.

Customer Experience 195

Customer Experience Journey mapping Metrics Surveys 195

Callminer

DECEMBER 17, 2019

The need for competent customer support is growing. “59% of customers say that they have higher expectations for customer support than they had a year ago.” Many companies are coming up short with customer support. A surprising number of call centers are headquartered in the U.S.

Call Center 207

Call Center outsourcing Contact Center Finance 207

TechSee

JULY 20, 2021

According to a 2016 report by Deloitte , higher patient experience ratings are associated with higher hospital profitability, with hospitals garnering excellent patient ratings having a net margin of 4.7% And for good reason. compared to only 1.8% for hospitals with low patient ratings.

Healthcare 207

Healthcare Technical Support Call Center Wait times 207

TechSee

MAY 1, 2018

According to Priori data, the global smart thermostats market grew 56% between Q2 2016 and Q2 2017 to $218.5M. The global smart lighting market grew even more – 81% between Q2 2016 and Q2 2017 to $101.2M.

Analytics 132

Analytics Call Center Chatbots Self service 132

UJET

AUGUST 6, 2019

The traditional customer support experience has been calling a helpline, being placed in a queue, and waiting for an agent to answer. Web chats on mobile browsers could offer support without degrading the user interface and experience. How can brands offer high-quality customer support to keep them as a returning customer?

Customer Support 78

Customer Support Chatbots Interactive Voice Response Entertainment 78

NICE inContact

OCTOBER 28, 2016

Below, we outline the top 5 customer experience trends and how we are addressing them as we move into 2017. Voice is Still Critical to Customer Service. In our 2016 Consumer Research Report , we found that customer support representatives (CSRs) are still using phone-based support 86% of the time.

Contact Center 65

Contact Center Multichannel Contact center software Cloud contact 65

AWS Machine Learning

JANUARY 12, 2023

Enterprises that operate globally are experiencing challenges sourcing customer support professionals with multi-lingual experience. This process can be cost-prohibitive and difficult to scale, leading many enterprises to only support English for chats. Configure your customer support digital experience.

Customer Support 92

Customer Support APIs Scripts Enterprise 92

Comm100

JANUARY 14, 2016

In recent years, consumers have placed greater importance on the quality of customer service than on the price and quality of products alone. As we enter 2016, it appears that this consumer behavior trend will continue through 2016 and beyond. These days, consumers expect easy access to customer service in every way possible.

Customer Service 0

Customer Service Self service Advertising Airlines 0

TeamSupport

JANUARY 9, 2024

Here’s a look back at how customer support technologies evolved over the last century, and a peak at where they’re going next. 1960s-1970s: Emergence of Call Centers The concept of providing on-demand customer support began with call centers in the 1960s. It certainly wasn’t as accessible or intuitive as it is today.

Customer Support 59

Customer Support Technology CRM Chatbots 59

Provide Support

JANUARY 3, 2017

5 Considerations When Building Multichannel Customer Support. The number of channels and choices for customer support are growing and businesses who enable customers to reach them on the channel of their choice experience high levels of customer satisfaction. © 2003 - 2016 Provide Support LLC.

Multichannel 50

Multichannel Customer Support Best practices Self service 50

Contact Center Pipeline

APRIL 6, 2017

Thanks to the rise of mobile texting and messaging apps, “chatbots” are causing a stir in the world of customer service. In 2016, Business Insider UK wrote that the most powerful tech companies think chatbots are the next best thing since the iPhone.

Chatbots 100

Chatbots Contact Center Customer Support Customer Service 100

Kayako

DECEMBER 31, 2015

This year, we’ve seen the customer support community continue to grow, with small tribes setting up all over the internet and producing great support content. Businesses are beginning to shift their thinking from outsourcing support to investing in it as a core team in the business. The best of customer experience.

Customer Support 35

Customer Support Self service Multi-channel support SaaS 35

Talkdesk

JUNE 24, 2016

Hacks were judged by our Scott Allison, Director of Customer Support, Blaire Fernandez, Director of Customer Success, and João Quitério, Engineering Manager. The post The Company that Hacks Together: June 2016 Hackathon appeared first on Talkdesk. The presentation contained a whopping 132 slides of creative goodness.

Call flow 51

Call flow Contact center software Engineering APIs 51

Kayako

SEPTEMBER 1, 2016

When you give your customers exceptional support, they are 4 times more likely to reward you with their loyalty. But what does exceptional support look like in 2016? Because helpdesks encourage your staff to see customers as faceless support tickets. . But customers are people, just like you and me.

Customer retention 51

Customer retention Customer Support Self service Multichannel 51

Vcaretec

JUNE 6, 2022

Clients met all of their customer care goals, even on the busiest shopping days of the year. It is a challenge for retailers, both online and brick-and-mortar, to make sure that their customer service levels are maintained throughout the holiday season, when customer support volume can increase by more than 10 fold.

Multichannel 89

Multichannel Entertainment Customer Care Call Center 89

aircall

JUNE 28, 2022

Balderton’s managing partner Bernard Liautaud called us to make an offer, which we gladly accepted (on the other hand, we had zero other option :), and started hiring for 2016. Our sales team started to call every single customer we had to make them add a user or a number. . 2016: The Acceleration. At 9 p.m., This is insane.

SaaS 147

SaaS Metrics Engineering Telecommunications 147

Kayako

JUNE 2, 2016

Did you know that customer support managers who work alone earn more than those who manage a team of agents? And did you know it takes an extra $10k per year for a customer support professional to go from being satisfied with their job to very satisfied? Unusually high customer support manager salaries.

Customer Support 50

Customer Support Management Surveys 50

Talkdesk

MAY 31, 2016

Our inaugural summit, Opentalk 2016, explored the of the future of customer experience. We went above and beyond to make this event interesting and valuable to all of the customer-centric business leaders in attendance. We are thrilled to announce the winners of Talkdesk’s 2016 Customer Awards.

Outbound sales 40

Outbound sales Customer centricity Interactive Voice Response Sales 40

Tenfold - Contact Center Blog

NOVEMBER 30, 2017

However, executing a customer-centric strategy doesn’t happen overnight, and it has to be guided by a well-laid out customer centric business strategy. Strategies in Optimizing Call Center Customer Support for Increased Revenue. Establishing a Customer-First Mindset without Sacrificing Efficiency.

Call Center 56

Call Center Customer Support Customer centricity Contact Center 56

Kayako

JUNE 9, 2016

Particularly for humble customer support teams, who are secretly people pleasers, and find it difficult to put themselves before others for a change. When we put together the Customer Support State of Profession, one of the biggest surprises we found was the disparity in salaries. Support Driven Salary Survey.

Customer Support 49

Customer Support Chief Customer Officer Management Benchmark 49

Global Response

OCTOBER 15, 2024

This article will explore the benefits of omnichannel outsourcing and how to effectively communicate with customers across various channels in an omnichannel contact center and adapt to their changing preferences. But now , the customer support experience has evolved alongside the customer shopping experience — and it will keep evolving!

Contact Center 62

Contact Center Call Center Best practices Customer Care 62

ProProfs Blog

FEBRUARY 13, 2020

A decade long survey from 2006-2016 examined the growth trends of loyalty programs in the US and found that memberships have grown from 3.3 billion from 2014 to 2016 alone. Loyalty programs have witnessed steady growth from 2014-2016 because of the deals they have to offer to the customers of a brand. million to 3.8

Customer retention 164

Customer retention Sales B2B Airlines 164

Provide Support

OCTOBER 25, 2016

In spite of all the tech advancements available for businesses today, many still operate under the presumption that their customers prefer the “good old days” of picking up the phone and relying on a human agent for all their customer support needs. © 2003 - 2015 Provide Support LLC. Read more. Permalink | No comment.

Self service 77

Self service Customer Support Customer Service 77

Squelch

SEPTEMBER 27, 2019

Last month, Squelch was honored to sponsor a webinar titled The Evolution of Support: How to Manage Customer Support in an Era of Self-Help. If you follow blogs, podcasts, or social media accounts that cover customer support, you’ve no doubt heard a lot lately about self-help. The Struggle Is Real. Learn More.

Customer Support 49

Customer Support Management Self service Call Center 49

Kayako

JUNE 9, 2016

Particularly for humble customer support teams, who are secretly people pleasers, and find it difficult to put themselves before others for a change. When we put together the Customer Support State of Profession, one of the biggest surprises we found was the disparity in salaries. Support Driven Salary Survey.

Customer Support 48

Customer Support Chief Customer Officer Management Benchmark 48

CSM Magazine

JANUARY 27, 2025

Applied Labs’ commitment to pairing trust with capability, underpinned by their human-in-the-loop approach, is precisely what enterprises need to confidently embrace AI-powered customer support. ” Woo said. About Abstract Abstract is a venture capital firm based in San Francisco with $1.5 billion in assets under management.

Engineering 52

Engineering Enterprise Customer Support Sales 52

LiveChat

JULY 25, 2017

In 2016, the average US employee took 16.8 If you won’t be able to provide the service on the same level, your customers will go to the competition, the one who didn’t get lazy during summer and still manages to respond quickly. What are your thoughts on this and how do you deal with providing customer support during low season?

Customer Support 52

Customer Support Customer Service Sales Personalization 52