ShepHyken

OCTOBER 7, 2020

In other words, you could have done something to meet or even exceed the customer’s expectations, but failed to take advantage of the opportunity. A customer calls into a support center, and the agent notices something on their account that they could fix. Let me share some examples to make this crystal clear.

Customer Service 418

Customer Service Accountability Sales Personalization 418

Inbenta

NOVEMBER 9, 2021

check account balances. They need intelligent platforms that can interact with these customers and understand what they are trying to say. Chatbots in banking can help streamline transactions like money transfers and account balance checks via a conversational interface so that customers are constantly guided through their actions.

Banking 95

Banking Chatbots Customer Care Self service 95

Steve DiGioia

APRIL 19, 2021

Here are a few examples: I’m sorry we gave you the wrong information about how to update your online account. We should have checked first to see whether you had a Vendor account or a Supplier account. Or is it the empathy statement, in which you see the situation from the customer’s point of view?

Accountability 304

Accountability Personalization Customer Care Customer Support 304

Vcaretec

JUNE 6, 2022

There are a lot of outdated myths out there about outsourced customer care, and we’ve dispelled the biggest ones recently on the Vcare blog. Outside of the common misconceptions, though, we often get questions from clients and customer experience executives about the Pros and Cons of their outsourcing options.

Customer Care 89

Customer Care Wireless Telecommunications outsourcing 89

CX Accelerator

DECEMBER 31, 2018

Beth Gauthier-Jenkin, The Vice President of Customer Care at Gopher Sport recently generated a wonderful culture dialog via email. Yes, it is an extremely difficult thing to achieve…but putting the effort to develop this type of culture is the greatest thing we can do to enhance both the Employee Experience and the Customer Experience.

Calibration 244

Calibration Schedule adherence Coaching Employee engagement 244

24-7 InTouch

DECEMBER 16, 2024

By automating tasks like answering FAQs, processing orders, confirming appointments, and managing account inquiries, they help maintain consistency and responsiveness across customer interactions. Through natural language processing (NLP), AI-driven voice technologies can accurately interpret and respond to customer questions.

Customer Care 52

Customer Care Personalization Wait times Chatbots 52

Call Center Weekly

OCTOBER 25, 2017

C-Suite executives must ‘Mind the Gap’ between shifting customer expectations and leadership roles. The customer cares about the experience, not the titles. Establishing a borderless community benefits employee morale, creates a culture of entrepreneurship, empowerment, and growth both for the employee and customer base.

Morale 192

Morale Consulting Consulting Customer Care 192

ShepHyken

SEPTEMBER 22, 2023

Implementing self-service features will allow customer service experts to focus on these more complicated issues, resulting in a better overall customer experience. #2 Customer care In today’s business landscape, customer care is crucial in protecting a company’s brand reputation.

Customer Service 161

Customer Service Chatbots Self service Customer Care 161

BlueOcean

OCTOBER 23, 2023

With every evolution in technology, workforce trends, and consumer expectations, the questions shift—which is testament to why generic, boilerplate RFPs never work for outsourcing customer care. Reporting Your customer care program may accumulate more data than any other part of your organization. Hourly staff?

Customer Care 71

Customer Care outsourcing Employee engagement Contact Center 71

ShepHyken

APRIL 21, 2017

But when dealing with a real expert who also happens to have a know-it-all attitude, you often face a dilemma—or several—in offering great customer service: You may need their expertise to solve the problem with their account. As your team member, their consensus may be necessary before you can move forward to solve a customer problem.

Airlines 214

Airlines Customer Care Engineering Accountability 214

Interactions

MARCH 26, 2020

Treat your customers how they want to be treated. This type of technology enables businesses to deploy emotion-based customer care. For example, an IVA will be able to determine a customer’s emotions and sentiment and have the ability to respond in the appropriate way. We’ve rounded up the top three: .

Customer Care 71

Customer Care Contact Center Customer emotions Customer retention 71

BlueOcean

MAY 5, 2023

We’ve said it before and we’re not afraid to repeat it until the cows come home: using a boilerplate RFP in the process to find a new customer care outsourcer is a quick road to failure. You’re looking for a strategic partner who will interface with your customers day in and day out. That requires a custom RFP.

Customer Care 62

Customer Care Coaching outsourcing Contact Center 62

ShepHyken

AUGUST 31, 2016

How about when you dial the company’s support number and the automated prompt asks you to put in your customer number. Then the customer support rep comes on and the first thing he or she asks you is, “What’s your customer number?”. Why did she ask for my account or customer number? One question came to mind… Why?

Banking 227

Banking Customer Support Accountability Customer Service 227

BlueOcean

JANUARY 20, 2023

If you’re faced with the decision to find a new customer care outsourcer in the post-pandemic era, now’s the time to dive in. And second, there’s no doubt that the pandemic and the social justice movement have evolved what you need from a customer service provider – and your RFP should reflect that. Hourly staff?

Customer Care 62

Customer Care Contact Center outsourcing Employee engagement 62

ShepHyken

SEPTEMBER 7, 2016

Just last week I wrote an article about companies that ask customers to repeat their problems, account numbers and more. For example, getting transferred from one customer service representative to the next and having to repeat the issue. But, sometimes it’s okay to ask a customer to repeat their story.

Accountability 213

Accountability Customer Support Customer Service Personalization 213

Skybridge

SEPTEMBER 7, 2022

As a consumer, I know how I feel when I have to reach out to customer care. The disengaged agents and multiple transfers that are inevitably followed by repeated requests for our account information and issue. But what happens to that short-fused customer who isn’t so lucky? Then, of course, there are those other brands.

Customer Care 52

Customer Care Customer centricity Self service Contact Center 52

Callminer

OCTOBER 11, 2018

Smitha obtained her license as CPA in 2007 from the California Board of Accountancy. With more than 15 years of experience in business, finance and accounting, Smitha is also responsible for implementing financial controls and processes. Brian Dooley @Brian_Dooley. Sure, call volume and handle time are important, but…”.

Call Center 561

Call Center Metrics Contact Center Wait times 561

CCNG

NOVEMBER 9, 2022

For example, engagement among customer service agents is demanding due to the one-to-one nature of customer care, the continuous flow of customer interactions and the lack of physical mobility due to reliance on screen-based support systems. Create an environment of trust, transparency and accountability.

Gamification 195

Gamification Customer Experience CCNG Employee engagement 195

Win the Customer

DECEMBER 25, 2019

Social media sites have evolved from simply personal sharing portals to communication platforms that can enable organizations to deliver enhanced customer care and customer relationship development not typically capable in traditional customer service channels. YoY increase in customer retention.

Customer Service 115

Customer Service Advertising Customer Care Customer retention 115

ShepHyken

FEBRUARY 1, 2017

I teach a five step process to deal with a complaining customer, and for those who follow my work, this is a short review: Acknowledge the problem. Do it with the right attitude – not just being nice, but acting accountable. Apologize for the problem. Fix the problem – or discuss how it will be fixed.

Airlines 245

Airlines Customer Service Accountability Customer Care 245

ShepHyken

DECEMBER 14, 2018

While useful, this often does not take into account the specific risks faced by an individual organization. A responsible organization should ensure that all departments have the foundational knowledge to mitigate common cyber security threats. A high number of organizations adopt a pre-existing risk framework.

Customer Experience 266

Customer Experience Government Coaching Customer retention 266

AWS Machine Learning

OCTOBER 17, 2023

Amazon Pharmacy is a full-service pharmacy on Amazon.com that offers transparent pricing, clinical and customer support, and free delivery right to your door. Amazon Pharmacy provides a chat interface where customers (patients and doctors) can talk online with customer care representatives (agents).

Chatbots 124

Chatbots Customer Care Engineering Feedback 124

ShepHyken

FEBRUARY 7, 2020

Recently, she has published original content on the voice services, human resources, and accounting industries. Read Shep’s latest Forbes article: Fraud Is Eroding The Customer Experience. Riley Panko is a Senior Content Developer & Marketer at Clutch , a B2B research firm in Washington, DC.

B2B 261

B2B Answering services Chatbots Surveys 261

Callminer

FEBRUARY 23, 2021

” – Courtney Chuang, The future of support: 5 key trends that will shape customer care in 2021 , Intercom; Twitter: @intercom. And callout culture means brands are held publicly accountable for their decisions. “In fact, 55% of support leaders plan to increase their spend on technology in the coming year.”

Call Center 376

Call Center Technology Banking Contact Center 376

ChurnZero

MAY 9, 2024

The bottom line, though, is that failing to talk to customers regularly creates an uphill battle. Time flies, accounts fall through the cracks, renewals get harder, and you miss upsell opportunities. Before you know it, you’ll have an accessible repository of content that can make every customer interaction more meaningful and helpful.

Accountability 52

Accountability Upselling Coaching Best practices 52

The Northridge Group

OCTOBER 20, 2021

Social media posts and search engine ads will direct customers to websites and marketplaces where they can engage with a company. Well-designed, user-friendly company websites will guide visitors through the process of making a purchase or creating an account on their own.

Contact Center 127

Contact Center contact center associations Customer Care Engineering 127

ShepHyken

JANUARY 18, 2019

These agents will be more skilled and will function more as account managers than reps. However, automation will not be able to handle every interaction, which is why human agents will still be needed for escalations. The human component doesn’t disappear, but changes to accommodate the more complex interactions.

Customer Experience 244

Customer Experience Airlines Average Handle Time Contact Center 244

ShepHyken

APRIL 28, 2017

John Rampton, entrepreneur and investor, defines single customer view as: ❝…an accessible and consistent set of information about how a customer has interacted with your company, including what they have bought, their personal data, opinions, and feedback.❞. appeared first on Shep Hyken.

Customer Service 233

Customer Service Contact Center Technology Big data 233

Russel Lolacher

DECEMBER 10, 2019

The digital world is littered with social media accounts that died a slow death, posted with little consistency or intent, misrepresented their brand or ignored the very customers they promise to serve. In-House: Who is going to run your social media account? Customer service training? Social media training?

Customer Service 102

Customer Service Customer Care Accountability Customer centricity 102

Kayako

MAY 13, 2022

Are you ready to provide fast and responsive customer care? Build a Help Center so easy to use, it becomes your customers’ go-to. What Is Customer Self-Service? Customer self-service is exactly what it sounds like – making it easy for customers to help themselves. Customer Self-Service Portal Access.

Self service 110

Self service Airlines Accountability Customer Care 110

TechSee

FEBRUARY 5, 2018

Further investigation proved that the customer had only been using a single account with the telecom company and had no knowledge of another account. The agent passed the details of the suspicious account to corporate security who involved the police in the investigation.

Customer Service 132

Customer Service Call Center Enterprise Banking 132

CCNG

OCTOBER 6, 2020

While working remotely, I have been in online meetings where people are missing because they failed to take time zone differences into account. As a consultant Kerry Meyer is a CCNG Academy member helping members by sharing experience and knowledge in contact center and customer care.

CCNG 195

CCNG outsourcing Surveys Coaching 195

ShepHyken

DECEMBER 25, 2018

Across her 18 year career in the contact center industry, she has worked with various WFOs and BPOs in addition to assuming other roles such as account director, consultant, marketing manager, and quality manager. About : Chrissy Cowell is the Director for Work Force Optimization Product Management at Aspect.

Contact Center 206

Contact Center Quality management Consulting Consulting 206

ShepHyken

MARCH 6, 2018

One of our best abilities is accountability.” – Tim David. This episode of Amazing Business Radio with Shep Hyken answers the following questions … and more: What words should I be using with my customers? Quotes: “An extension of gratitude has remarkable power.” – Tim David. It’s not what you say. It’s not how you say it.

Accountability 198

Accountability Personalization Customer Service Customer Care 198

ShepHyken

JANUARY 28, 2024

These companies “achieve 37% more effective new logo acquisition, 23% more effective account penetration, 22% more effective customer retention, and 13% higher earnings before interest, taxes, depreciation, and amortization (EBITDA) margins.” Consider these results from companies in the top quartile of the CX index.

Customer Service 175

Customer Service Consulting Consulting Customer Experience 175

Vcaretec

JUNE 6, 2022

Countless studies have shown that ensuring your customers have a great buying experience leads directly to larger purchases and repeat sales. From a customer care perspective, how do the best retailers really Wow their customers and create loyalty throughout the season? Timing is everything.

Customer Care 97

Customer Care Technical Support Upselling Analytics 97

TechSee

DECEMBER 12, 2017

In practice, agents accessing an open customer care case must sift through increasingly complicated data sets and perform a time-consuming analysis in order to form a comprehensive picture of the customer’s profile.

Contact Center 143

Contact Center Enterprise Technology Customer Care 143