ShepHyken

SEPTEMBER 15, 2024

Each week, I read many customer service and customer experience articles from various resources. Beat Your Best Quality Scores – 15 Quick Wins by Megan Jones (Call Centre Helper) Improving quality scores in customer service is an ongoing process that requires dedication, effective communication, and continuous training.

Customer Service 220

Customer Service Airlines Self service CRM 220

Aspect

JUNE 4, 2020

To follow the same path as Rumi — at least in a business sense — contact center leaders must have a plan that enables them to rapidly respond and adapt to change. Business Continuity in the Contact Center. annual increase in customer satisfaction rates. annual increase in customer satisfaction rates.

Contact Center 139

Contact Center Average Handle Time Self service Airlines 139

CSM Magazine

FEBRUARY 5, 2025

Tech-human hybrid contact centersa revolutionary blend of artificial intelligence and human expertise is redefining the way companies interact with their customers. Hybrid contact centers integrate advanced technology with skilled human agents to deliver faster, more efficient, and personalized support.

Contact Center 52

Contact Center Chatbots Analytics Airlines 52

CX Accelerator

NOVEMBER 26, 2019

What a year 2019 has been, for the customer experience profession in general, and this community of professionals. Al Hopper , Customer Experience Manager for Black Rifle Coffee Company, shared that his team deployed a new chat platform that has reduced the need for live agents by 86%.

Airlines 243

Airlines Contact Center Education Service level 243

The Northridge Group

NOVEMBER 30, 2021

A compassionate workforce is a more engaged workforce and that positively impacts the customer experience. In addition to heeding the voice of the customer and understanding the customer experience, management must pay attention to what their customer service workforce is experiencing.

Customer Experience 151

Customer Experience Airlines Coaching Finance 151

SharpenCX

JANUARY 15, 2020

Today marks our inaugural brand crush post , where we shell out all the details of companies changing the game in customer experience. They’re the ones who hold leading spots on top satisfaction lists and who have a following of raving customer advocates. First up: Alaska Airlines. But she never made it there.

Airlines 90

Airlines Customer Experience Customer Service Coaching 90

ShepHyken

MAY 8, 2017

10 Content Marketing and Customer Experience All-Stars by James A. CIO) From the recent Adobe digital marketing conference, here are 10 examples of brands (and in one case, an Australian entrepreneur) that are killing it with their content marketing and/or customer experiences. Great examples that we can all learn from.

Customer Service 204

Customer Service Airlines B2B Marketing 204

ShepHyken

JUNE 17, 2018

Each week I read a number of customer service and customer experience articles from various resources. 5 Common Customer Service Complaints and How to Fix Them by Swati Kungwani. Retail Customer Experience) A retail business can never be immune from complaints. Here are my top five picks from last week.

Customer Service 209

Customer Service Airlines Customer Support Contact Center 209

Outsource Consultants

SEPTEMBER 14, 2021

It’s because the ongoing labor shortage, paired with increased Q4 purchasing, is leaving many businesses that rely on contact center support exposed to looming CX disasters. This includes excessive hold times, overwhelmed agents, poor customer satisfaction, and ultimately brand harm. Tip the Scales with Technology.

Contact Center 125

Contact Center Interactive Voice Response Morale Abandon rate 125

CX Global Media

JULY 10, 2019

The third step ( Step 1 , Step 2 ) in the contact center agent journey is about developing high-performing agents. Since the advent of contact centers, it’s never been documented that technology has remedied a failed systematic approach. If fact, most often technology has accelerated poor performance in these instances.

Contact Center 120

Contact Center Morale Coaching Chief Customer Officer 120

ShepHyken

NOVEMBER 23, 2020

Each week I read a number of customer service and customer experience articles from various resources. 4 Things Your Contact Center Can Learn Now From Chewy on How To Improve Your Customer Experience While Still Keeping Your Agents Happy and Productive by Veronica Krieg. Addressing L.L.

Customer Service 179

Customer Service Airlines Surveys Contact Center 179

Bill Quiseng

JULY 18, 2017

I had the great opportunity to interview Blake Morgan , customer experience futurist about her new book, More is More: How the Best Companies Go Farther and Work Harder to Create Knock-Your-Socks Off Customer Experiences. I have been a big fan of her customer experience articles that regularly appear in Forbes.

Customer Experience 283

Customer Experience Wireless Airlines Education 283

Advantage Communications

OCTOBER 9, 2024

The airline industry is one of the most customer-centric industries, where every interaction matters—whether it's booking a flight, modifying a reservation, or managing a last-minute cancellation. This is the largest gap across all industries, highlighting a significant challenge for airlines in meeting customer expectations.

Airlines 52

Airlines outsourcing Customer Experience Business Process Outsourcing 52

Customer Relationship Metrics

JULY 26, 2017

It’s just the nature of the contact center industry. Or is it time to put humanity into your contact center? It’s time to put humanity into your contact center.” Managing a contact center is fast paced and furious. Doing things the popular way in the contact centers no longer works.”

Contact Center 211

Contact Center Calibration Construction Customer centricity 211

Contact Center Pipeline

SEPTEMBER 29, 2022

Imagine you open an airline app to search for your flight information and it’s missing your gate location. These everyday information gaps are also common in customer service scenarios, like when […]. Or you pull up an online form to apply for a permit with your local government and you are not sure where to begin.

Airlines 208

Airlines Government Customer Service Technology 208

Vonage

DECEMBER 18, 2018

As scores of attendees packed the impressive all-glass venue in Midtown New York a small group of thought leaders kicked it off with an early morning breakfast to discuss AI, chatbots, omni-channel, and analytics for contact centers. Past and future of customer experience. Customers are changing business models.

Customer Experience 101

Customer Experience Customer Service Airlines Banking 101

CX Accelerator

NOVEMBER 26, 2019

What a year 2019 has been, for the customer experience profession in general, and this community of professionals. Al Hopper , Customer Experience Manager for Black Rifle Coffee Company, shared that his team deployed a new chat platform that has reduced the need for live agents by 86%.

Airlines 182

Airlines Contact Center Education Service level 182

CX Accelerator

NOVEMBER 26, 2019

What a year 2019 has been, for the customer experience profession in general, and this community of professionals. Al Hopper , Customer Experience Manager for Black Rifle Coffee Company, shared that his team deployed a new chat platform that has reduced the need for live agents by 86%.

Airlines 182

Airlines Contact Center Education Service level 182

ProProfs Blog

OCTOBER 31, 2018

In 2017, United Airlines went viral when a passenger was forcibly removed in an overbooked flight. In a world where people can easily share their experiences with businesses via social media–an assessment which can make or break a brand— customer advocacy has become one of the top priorities today. How To Do It Right.

Marketing 160

Marketing Customer Experience Airlines Customer centricity 160

Fonolo

MAY 8, 2019

This blog series explores two separate experiences related to the airline industry. In Round I, we looked at our CEO’s experience with Air Canada. This week, Fonolo’s Digital Marketing Manager describes his interaction with United Airline’s pre-flight customer service.

Airlines 57

Airlines Customer Service Abandon Call Advertising 57

Fonolo

NOVEMBER 29, 2023

Active listening is an essential skill for contact center agents for one very good reason: customers want to be heard. Come to think of it, everybody wants to be heard! Of course, customers want a lot of other things , too. The post Active Listening for Contact Center Agents: 5 Examples first appeared on Fonolo.

Contact Center 87

Contact Center Airlines Self service Healthcare 87

Fonolo

JULY 8, 2021

Companies use all sorts of metrics and techniques to evaluate their customers’ satisfaction with their products and services. Google reviews, social media activity, and customer service surveys all help companies learn about their customers’ experiences. How to leverage Net Promoter Score in your call center.

Benchmark 142

Benchmark Contact Center Airlines Metrics 142

Vonage

OCTOBER 6, 2015

FedEx has linked “inbound caller identification” to their customer database to improve customer experience. What impresses me most is that FedEx remembers any new telephone numbers I call from and automatically updates its database to improve customer experience. Key learning point to improve customer experience.

Benchmark 97

Benchmark Customer Experience Airlines Education 97

Fonolo

SEPTEMBER 1, 2020

All these can be powerful tools; but only if your customer experience matches up to your public image. Why is customer perception important? In 2020, 84% of customers said that the experience a company provides is at least as important as its products or services. Examples of Customer Perception Damaging a Brand.

Airlines 142

Airlines Advertising Marketing Customer Experience 142

Call Center Weekly

SEPTEMBER 6, 2017

The situation required my patience, as well as clear communication from the airline. Unfortunately, the airline didn’t deliver. I never got an answer and in fact, each airline rep I spoke with gave a wildly different and equally confusing update. I challenge you to put this rule into practice in your contact center.

Customer Service 327

Customer Service Airlines Morale Contact Center 327

Fonolo

JANUARY 19, 2021

Many contact center managers have been distraught to find that what they needed was a call-back, but what they got was a virtual queue. 5 Amazing Reasons to Add Virtual Queuing to Your Contact Center. That still forces the customer to wait on hold for a short time. Agent-First Virtual Queuing.

Abandon rate 147

Abandon rate Airlines Contact Center Interactive Voice Response 147

Fonolo

DECEMBER 11, 2018

And, specifically for wireless service providers, “contacting customer service by phone is the principal pain point for customers.” ” Last year, the Onholdwith.com report revealed Delta Airlines to have the highest instances of complaint Tweets about putting customers on hold. Delta Airlines.

Airlines 100

Airlines Telecommunications Wireless Gamification 100

TechSee

MARCH 26, 2019

The Contact Center KPIs that Matter Most – TechSee Data Sheet Collection Part 1. Take a few minutes for a quick refresher course on Net Promoter Score and then download the data sheet to learn the 10 reasons why Visual Support will make a world of difference to how you keep your customers satisfied.

Airlines 136

Airlines Contact Center Benchmark Banking 136

Fonolo

DECEMBER 6, 2017

The Worst Offenders Include Apple, Amazon, Airlines and 7 on Your Side: Apple, Verizon top ‘on hold’ complaints list ). Well, according to the 800,000 tweets analyzed, the company that customers complained about the most over social media in 2017 was, *drumroll please*….Delta Delta Airlines!

Airlines 0

Airlines Telecommunications Benchmark Call Center 0

Fonolo

OCTOBER 8, 2020

When your customer service is unhelpful, you know you have a problem. I just want to redeem my airline credit. on hold with t-mobile and they keep reminding me that t-mobile customers are the happiest customers and i’m about to spit fire. United Airlines. Delta Airlines. We feel your pain! #9.

Airlines 141

Airlines Banking Accountability Contact Center 141

ShepHyken

MARCH 20, 2023

Each week, I read many customer service and customer experience articles from various resources. 8 Best Practices for Creating a Compelling Customer Experience by G. Hult (Harvard Business Review) How can a company best create a compelling customer experience?

Journey mapping 31

Journey mapping Agent burnout Customer Service Airlines 31

Fonolo

AUGUST 17, 2017

Customer experience is fast becoming the leading reason why customers choose your brand. Convenience, simplicity, and putting the customer first has a tremendous impact on whether or not you maintain a loyal following, or lose out to the competition. Plus, get exclusive invites to global customer experience events.

Customer Experience 64

Customer Experience Automotive Airlines Best practices 64

Fonolo

DECEMBER 12, 2018

2018 has been a pivotal year for customer experience (CX). By 2020, customer experience will overtake price and product as the key brand differentiator. United Airlines’ decision to forcibly eject a customer from an overbooked flight had all of the makings of a PR disaster. The cost of this mishap?

Gamification 116

Gamification Airlines Contact Center B2B 116

BlueOcean

JUNE 27, 2024

The contact center is ever evolving to meet the shifting expectations and habits of today’s customers. That’s why we like to regularly tune in to experts from the world of customer experience to find out what’s new. This aligns closely with the conversation around ESG in the contact center.

Customer Experience 62

Customer Experience Airlines Customer centricity Contact Center 62

Fonolo

APRIL 30, 2019

However, one clear downside is a lack of competition in the airline industry (that, and the proximity to polar bears). By all counts, Air Canada is an award-winning airline , a brand built on the notion of customer service. Obviously, airlines are often at the mercy of forces beyond their control. Offer a Call-Back!

Airlines 57

Airlines Customer Service Call Center Wait times 57

Eptica

OCTOBER 30, 2015

Date: Friday, October 30, 2015 Which sectors offer the worst customer experience? Author: Pauline Ashenden While all industries need to ensure they are delivering an excellent customer experience, some seem to be intrinsically better at it than others. What makes customer experience difficult?

Customer Experience 75

Customer Experience Transportation Multichannel Wireless 75

Netomi

JANUARY 5, 2022

This is especially true in the customer service industry. Customer Experience (CX) has catapulted into one of the most important aspects of determining business success. At Netomi, we deeply care about improving the customer experience. Can I Work a Customer Service Job from Home? Adrian Swinscoe.

Customer Experience 98

Customer Experience Customer Service Consulting Consulting 98