ShepHyken

AUGUST 3, 2020

Each week I read a number of customer service and customer experience articles from various resources. Personalization and Customer Experience Strategies for Success by Larisa Bedgood. Business2Community) Personalized customer experiences are now at the center of all marketing initiatives.

Customer Service 237

Customer Service Marketing Personalization Customer Experience 237

ShepHyken

SEPTEMBER 21, 2020

Each week I read a number of customer service and customer experience articles from various resources. Customer Service Guide to Revenue Generation by Gladly. My Comment: This is a special report from Gladly regarding the contact center’s role in delivering a great CX that gets customers to want to come back.

Customer Service 245

Customer Service Customer centricity Customer Experience Marketing 245

ShepHyken

SEPTEMBER 14, 2020

Each week I read a number of customer service and customer experience articles from various resources. 12 Ways to Celebrate Customer Service Week by Vanessa Brangwyn. While many people think this is a celebration about our customers, it is just as much a celebration about our people who take care of our customers.

Customer Service 218

Customer Service B2B B2C Call Center 218

ShepHyken

SEPTEMBER 28, 2020

Each week I read a number of customer service and customer experience articles from various resources. CX50 2020: Great customer experience starts with company culture by Morag Cuddeford-Jones. Level-up Your Customer Service With These 4 Dynamite Strategies by Tom Sagi.

Customer Service 206

Customer Service outsourcing Contact Center Customer Support 206

ShepHyken

AUGUST 10, 2020

Each week I read a number of customer service and customer experience articles from various resources. How to Increase Customer Loyalty: 5 Customer Retention Strategies by Christopher Hutchens. The New Qualities of Customer Service Excellence by Denyse Drummond-Dunn. Follow on Twitter: @Hyken.

Customer Service 237

Customer Service Customer retention Customer centricity Education 237

ShepHyken

JANUARY 6, 2020

Each week I read a number of customer service and customer experience articles from various resources. This excellent article from the good people at CCW, who put on several amazing conferences for the customer support world cover eight strategies in the contact center. Here are my top five picks from last week.

Customer Service 200

Customer Service Journey mapping Contact Center Customer Experience 200

Customer Service Life

FEBRUARY 10, 2020

3 Ways to Bridge the Gap From Training to Proficient Customer Service – Early in my career in customer service we had a ticketing system with a “QA” feature and every email new agents composed had to be approved before sending. ICMI Top 50 Thought Leaders to Follow on Twitter – January 2020.

Customer Service 151

Customer Service Contact Center Chatbots Customer Experience 151

ShepHyken

OCTOBER 19, 2020

Each week I read a number of customer service and customer experience articles from various resources. What Is Voice of the Customer and What Does it Mean for Customer Experience? My Comment: My buddy and fellow CX expert, John DiJulius, puts on an amazing customer service and CX conference every year.

Customer Service 209

Customer Service Chatbots Metrics Wait times 209

TechSee

MAY 20, 2020

Two years ago, we cracked open the champagne when Gartner named TechSee as a Cool Vendor in its CRM Customer Support and Service Report. TechSee was honored as a pioneer in Computer Vision AI-powered Visual Assistance for customer service, based on our proprietary, multi-patented technology.

CRM 207

CRM Customer Service Enterprise Contact Center 207

ShepHyken

NOVEMBER 16, 2020

Each week I read a number of customer service and customer experience articles from various resources. 3 Ways To ‘Innovate’ The Customer Experience by Sanjay Monga. This is what will help customers choose you over your competition. My Comment: Some people would rather go to the dentist than call customer support.

Customer Service 181

Customer Service B2C Call Center Government 181

ShepHyken

APRIL 27, 2020

Each week I read a number of customer service and customer experience articles from various resources. ” 15 Customer Service Strategies To Help You Deliver A 5-Star Experience by Forbes Coaches Council. ” Top 10 Digital Customer Experience Trends to Look Out For in 2020 by David Gasparyan.

Customer Service 177

Customer Service Government Coaching Customer Experience 177

ShepHyken

APRIL 2, 2021

She shares common misconceptions about customer service and offers ways to fight them in order to provide great customer experiences. Keep reading to dive into four common misconceptions about customer service, and how to combat them to offer better customer experiences. That number is up from 11.8%

Customer Service 303

Customer Service Self service Metrics Average Handle Time 303

ShepHyken

MAY 4, 2020

Each week I read a number of customer service and customer experience articles from various resources. Customer Experience is the way! But while reopening is the order of the day, re-marketing will be the order of 2020 as retailers try to transcend simple survival and get back on their feet. But where is its value?

Customer Service 193

Customer Service B2C B2B Contact Center 193

ShepHyken

OCTOBER 2, 2023

Top Takeaways: Outsourcing customer service and support functions can be an effective strategy for businesses, especially startups, to offload non-core tasks and focus on their core competencies. Quotes: “Around 2019 and 2020, everybody just wanted to see top-line growth. It was all about numbers and revenue.

Customer Support 223

Customer Support outsourcing Upselling Customer retention 223

ShepHyken

OCTOBER 30, 2020

What is the best way to improve relationships with your customers? The answer is simple but often overlooked: Focus on delivering five-star customer service. The good news is that in 2020, there is a huge range of tools at your disposal to help you advance your business’ customer support strategy.

Technology 275

Technology Customer Service Personalization Chatbots 275

ShepHyken

JUNE 15, 2018

This week we feature an article by Ayush Chaudhary who writes about the social media customer support experience. Social customer service allows you to take the interactions with your customers to an even higher level. – Shep Hyken. Think of it as a telephonic IVRS analog for customer support.

Chatbots 198

Chatbots Customer Support Healthcare Scripts 198

ShepHyken

JULY 20, 2020

Each week I read a number of customer service and customer experience articles from various resources. 5 Customer Experience Trends Thet COVID-19 Is Only Accelerating by Stephen Fioretti. This article is an excellent look at how the future of customer service became today’s way of doing business.

Customer Service 159

Customer Service Self service Customer retention Surveys 159

AWS Machine Learning

OCTOBER 16, 2024

Intact faced a challenge in managing its vast network of customer support call centers and required a workable solution within 6 months and long-term solution within 1 year. To address this, Intact turned to AI and speech-to-text technology to unlock insights from calls and improve customer service.

Customer Service 87

Customer Service Scripts Coaching Finance 87

ProProfs Blog

JANUARY 30, 2020

In this blog, we aim to collate various customer engagement statistics in one place that will give you an idea about various aspects of engagement with customers. Customer Engagement Statistics 2020 Explained. More than 60 percent of failed customer support calls could have been solved with better access to data.

B2B 204

B2B Banking Employee engagement Personalization 204

ShepHyken

FEBRUARY 12, 2021

She shares different channels and strategies for creating the most convient customer support experience for your customers. According to Deloitte’s 2019 Global Call Center Survey , customer service topped the agenda for most firms. 85% of respondents believed that the customer experience was vital to success.

Chief Customer Officer 301

Chief Customer Officer Call Center Consulting Consulting 301

ShepHyken

SEPTEMBER 2, 2019

Each week I read a number of customer service and customer experience articles from various resources. The #1 Guide To Customer Experience Conferences in 2020 by Krishna Charan. My Comment: Every wonder what customer service and customer experience conferences to attend.

Customer Service 229

Customer Service Customer Experience Surveys Customer Support 229

Fonolo

JANUARY 14, 2020

Which customer service blog posts helped to shape the last decade for you? . When we look back at the customer support industry in 2010, we see a very different beast to the one we work in today. Here, we cover the 20 best customer service blogs and influencers to follow in 2020.

Customer Service 136

Customer Service Chief Customer Officer Contact Center Call Center 136

ShepHyken

JANUARY 6, 2021

Every year I write my customer service and customer experience (CX) predictions in my Forbes.com column. So, here are my Top 10 Predictions for 2021: Customers continue to get smarter. Our customers keep getting smarter about customer service and experience. Customers are becoming impatient.

Chatbots 431

Chatbots Surveys Self service Personalization 431

ShepHyken

FEBRUARY 26, 2018

Each week I read a number of customer service and customer experience articles from various resources. Can awful airline customer service be overridden with AI and analytics? This article by Scott Kendrick of Callminer is about how the airlines are using (or should be using) AI to support their customers.

Airlines 195

Airlines Customer Service Chatbots Analytics 195

ShepHyken

NOVEMBER 4, 2019

Each week I read a number of customer service and customer experience articles from various resources. Gypsy and Your Customers Expect Kindness by Chip Bell. Forbes) Your customers are a lot like Gypsy in their expectation of kindness. Just some good customer service insights.

Customer Service 214

Customer Service Personalization Marketing Customer Support 214

Fonolo

DECEMBER 10, 2020

2020 was the year that companies finally realized that nobody escapes a call surge. And it isn’t fair to keep your customers waiting on hold endlessly — especially during a crisis. Let’s look at the worst companies to call in 2020. Worst Company to Call in 2020. Peter Atkinson (@PeBriAtk) December 9, 2020.

Airlines 162

Airlines Telecommunications Banking Wait times 162

ShepHyken

DECEMBER 16, 2019

Each week I read a number of customer service and customer experience articles from various resources. 7 ways to Use Social Listening for Customer Service by Steven MacDonald. SuperOffice) Your customers are contacting you in a channel that they prefer – and they expect you to respond.

Customer Service 209

Customer Service Employee engagement Coaching Customer centricity 209

ProProfs Blog

MARCH 27, 2020

It’s no secret that customer service is an essential aspect of every business. That said, many companies overlook their customer experience, and they don’t often consider it an ROI generating metric. Exceed beyond service . It sounds simple, but it’s a bit more complex than just “going the extra mile” for your customer.

Customer Service 135

Customer Service Feedback Customer Support Wait times 135

ShepHyken

MARCH 23, 2020

Each week I read a number of customer service and customer experience articles from various resources. An open letter on customer service during a pandemic by Paul Selby. 7 Customer Service Email Tips That Will Boost Customer Experience by Syed Balkhi. by Niharika Gupta.

Customer Service 136

Customer Service Customer Experience Customer Support 136

ShepHyken

JUNE 13, 2016

Each week I read a number of customer service articles from various online resources. How Twitter’s Recent Changes Affect Customer Service by Dan Gingiss. My Comment: Twitter has become an important customer service channel. The Top 8 Customer Experience Trends in 2016 (Infographic) by David Younger.

Customer Service 208

Customer Service Upselling B2C Customer retention 208

TechSee

OCTOBER 2, 2018

Field tech support has already begun merging the digital and physical worlds by utilizing immersive technologies – such as augmented reality (AR), mixed reality (MR) or virtual reality (VR) – to manipulate real-life objects. The post 3 Ways Digital Twin Technology is Transforming Customer Support appeared first on Techsee.

Technology 176

Technology Customer Support Technical Support Self service 176

Callminer

FEBRUARY 23, 2021

Throughout 2020, many new trends arose and call center solutions continued to evolve to meet fresh challenges in the space. COVID-19 led to new realizations about how call centers need to operate, including a shift to remote work , system-wide stressors and important shifts in customer experience and service expectations among consumers.

Call Center 376

Call Center Technology Banking Contact Center 376

ProProfs Blog

MARCH 27, 2019

The promise of a delightful customer support experience comes with the responsibility of actually delivering it consistently. Just buying and installing the latest customer support software onboard does not automatically mean that you will provide a great experience to your customers. That’s a lot of chatbots!

Customer Support 163

Customer Support Chatbots Customer centricity Enterprise 163

ProProfs Blog

JUNE 5, 2020

Perhaps, getting customer service operations back in gear is what entrepreneurs need to shake-off the pandemic-induced slowdown. The good news is that CX experts from big brands are ready to spill the beans with their valuable customer service tips during COVID 19. Shep Hyken Keynote Speaker & Customer Service Expert.

Customer Service 214

Customer Service Customer centricity Metrics Customer Support 214

ProProfs Blog

NOVEMBER 29, 2019

Boosts Customer Service & Loyalty. They’ll even read white papers and live chat statistics to understand the current trends of the customer support industry. Live Chat Statistics 2020: 40+ Live Chat Facts. Live Chat Messaging Customer Satisfaction Statistics. Live Chat Customer Loyalty Statistics.

Wait times 135

Wait times Customer Support Transportation Sales 135

ShepHyken

MARCH 23, 2020

Each week I read a number of customer service and customer experience articles from various resources. An open letter on customer service during a pandemic by Paul Selby. 7 Customer Service Email Tips That Will Boost Customer Experience by Syed Balkhi. by Niharika Gupta.

Customer Service 120

Customer Service Customer Experience Customer Support 120

TechSee

MAY 4, 2021

Economic and logistical challenges have resulted in businesses turning to the gig economy to support and scale their customer service and sales efforts while lowering their fixed costs and in-house overhead. The Concept of GigCX: Freelance customer service agents. Why Customer Service is adopting the Gig Model.

Customer Service 182

Customer Service Contact Center Agent burnout Call Center 182