ShepHyken

JANUARY 18, 2019

This week we feature an article by Tim Houlne who writes about the importance of integrating technology into your business to provide the optimum customer experience. – Shep Hyken. It’s that time of year again. Time to start planning for your 2019 customer experience initiatives. Would you ever use that airline again?

Customer Experience 254

Customer Experience Airlines Average Handle Time Contact Center 254

GetFeedback

MAY 9, 2019

If you Google customer experience you’ll get about 2,340,000,000 results—articles, videos, reports—with in-depth information about the space. This article is inspired by our own frustrations with getting to know the CX space. In fact, you’ll find many articles dance around this question. Heck, we’re still learning. 73% of U.S.

Customer Experience 134

Customer Experience Metrics Journey mapping Customer centricity 134

Callminer

OCTOBER 11, 2018

FCR measures on KBs could indicate if certain articles are missing and give insight into whether KBs are causing people to give up and speak to an agent. Nate is the Marketing and IT Manager for Maple Holistics , a company that provides all-natural and cruelty-free personal care products. Nate is from Riverdale, NY.

Call Center 561

Call Center Metrics Contact Center Wait times 561

Callminer

NOVEMBER 18, 2020

You wouldn’t talk with your mouth full in person, so there’s no excuse to do so over the phone. When I see results from customer service satisfaction surveys that are unfavorable, I know the culprit is probably due to long wait times…”. “The single worst thing a contact center agent can do during a call is eat…”. JourneyPure.

Contact Center 345

Contact Center Call Center Gamification Wait times 345

ShepHyken

MARCH 16, 2021

For example, the waiting room in a doctor’s office could be renamed as the reception area, implying a different experience from just waiting in a room. Baum’s 10 Personal Promises to His Patients: We will answer the phone in less than 3 rings. About: Neil H.

Healthcare 230

Healthcare Wait times Education Customer Service 230

CCNG

SEPTEMBER 11, 2024

Ranging from the intricacies of AI-driven personalization to the influential real-time analytical capabilities shaping proactive decision-making, these trends not only redefine operational structures but also signify a monumental shift in how contact centers engage with customers, aiming to provide unparalleled experiences.

Contact Center 195

Contact Center Technology CCNG First call resolution 195

ShepHyken

AUGUST 31, 2018

This week we feature an article by Yura Filimonov who shares some of the many ways we can use AI to provide customer support. – Shep Hyken. However, there are enough examples that prove that companies can analyze the data to categorize it, find patterns and provide personalized recommendations to their customers. Proactive support.

Self service 190

Self service Chatbots Personalization Interactive Voice Response 190

ShepHyken

AUGUST 28, 2020

This week we feature an article by Mathew Cooper, a Content Marketing Head at POS Plaza. This reduces wait times at the till, increasing customer satisfaction. F or more articles from Shep Hyken and his guest contributors go to customerserviceblog.com. No Additional Charges.

Customer Experience 237

Customer Experience Technology Sales Government 237

ShepHyken

AUGUST 12, 2022

This week we feature an article by Soumya Juttukonda, a content developer & digital media strategist at Knowmax , an AI enterprise knowledge base solution to enhance customer service. For more articles from Shep Hyken and his guest contributors go to customerserviceblog.com.

Customer Support 190

Customer Support Self service Journey mapping Wait times 190

Steve DiGioia

JANUARY 4, 2016

This original article was written by Steve DiGioia. We do it all the time. If the cashier is fast and shows an air of confidence, are you as worried about your wait time or that there will be a price mistake? And do you make a customer wait while you finish a personal conversation with a coworker?

Wait times 165

Wait times Accountability Personalization 165

CSM Magazine

JANUARY 15, 2024

Queue wait times can be a significant frustration for customers and can lead to poor customer experiences, leading to lower sales and revenue. This was because despite two employees nearby who were breaking up cardboard boxes, only one person was operating the tills. The checkout queue was too long.

Wait times 52

Wait times Self service Sales Personalization 52

ShepHyken

JUNE 8, 2023

This week, we feature an article by Sage , an international company that helps organizations of all sizes with accounting, payroll, and payment solutions. A confusing checkout process or lack of personalization can be just as hindering to your customer as long customer service wait times or unresponsive mobile websites.

Customer Experience 156

Customer Experience Upselling Accountability Feedback 156

CCNG

MAY 10, 2023

You encountered a message from an organization stating due to higher-than-expected call volumes, your wait times will be longer than usual. You waited longer than a few minutes for an answer to a simple question. You experienced back orders, lack of inventory, lost orders, or shipping delays.

Customer Service 195

Customer Service CCNG Journey mapping Consulting 195

ShepHyken

APRIL 24, 2020

This week we feature an article by Paul Selby, a product marketing director for ServiceNow Customer Service Management. An open letter to companies—and customers—on how to navigate the challenges of these extraordinary times. An open letter to companies—and customers—on how to navigate the challenges of these extraordinary times.

Customer Service 155

Customer Service Airlines Self service Entertainment 155

ShepHyken

MARCH 31, 2018

At the time of this article, he’s had almost 18 million views. When customers leave a scathing review on Facebook or send a nasty tweet, it is often because the first effort, whether on the phone, through social media, or even in person, was not handled to the customer’s satisfaction. But that isn’t always the case.

Marketing 226

Marketing Customer Service Airlines Self service 226

NobelBiz

SEPTEMBER 26, 2023

By personalizing these phone systems, businesses can foster more meaningful relationships, understand customer needs better, and increase overall satisfaction. The Importance of Personalizing Your Phone System Capturing Customer Loyalty Personalizing the phone system isn’t just about addressing the caller by their name.

Personalization 59

Personalization Interactive Voice Response Customer Experience First call resolution 59

Beyond Philosophy

JUNE 20, 2024

Depending on when you booked, you could have paid more or less for your seat than the person seated next to you. The fast-food chain would leverage the digital pricing board to offer customers discounts during the slower times of the day. However, the assumption was that the price would increase in busy times.

Airlines 195

Airlines Customer centricity Wait times Education 195

24-7 InTouch

NOVEMBER 18, 2024

By analyzing a person’s buying behavior and actions, messages can be tailored to their preferences. With SMS, agents can handle multiple queries simultaneously, boosting operational efficiency and reducing wait times. The post Article: Enhancing Customer Experience Through SMS Deflection appeared first on IntouchCX.

Interactive Voice Response 52

Interactive Voice Response Customer Experience First call resolution Average Handle Time 52

ShepHyken

FEBRUARY 25, 2022

This week we feature an article by Janine Hunt, Client Partnership Director at Kura , a company that provides customer service solutions by outsourcing contact center services and software solutions. Too few advisors can also have the impact of causing long wait times – another key frustration for customers.

outsourcing 156

outsourcing Customer retention Contact Center Customer Service 156

ProProfs Blog

FEBRUARY 13, 2019

Customer feedback, consumer engagement, NPS, so and so forth… my online feed seems littered with articles on these topics these days. Pretty sure your emails are probably filled with such articles too. By introducing skip logic and branching logic into surveys, companies can personalize the surveys to suit their target audience.

Surveys 123

Surveys Feedback Wait times Personalization 123

3CLogic

OCTOBER 11, 2024

A person’s unique expectations are actively affected by internal and external impressions, such as deeply rooted personal values and emotions or external triggers and events. Sometimes, we might want a quick and easy answer to a problem, whereas other times, we look for detailed, in-depth solutions. The answer is — it depends.

Contact Center 52

Contact Center Personalization Revenue potential Coaching 52

TechSee

SEPTEMBER 24, 2019

This article underscores the importance of creating a streamlined and reliable customer experience and explains several technological approaches that can help deliver it. Once inside the park, a mobile app helps locate the attractions, provides estimated wait times, and even integrates with the Fast Pass VIP option.

Customer Experience 150

Customer Experience Self service Banking Analytics 150

TechSee

JULY 9, 2019

Wasted hold time. If customers must wait on hold, why not make good use of their time? Implementing automated customer identification processes and personalized promotions during wait times can add value to the interaction and reduce customer effort once the agent comes on the line. Faulty UI/UX.

Call Center 143

Call Center Customer effort Average Handle Time Contact Center 143

Vistio

MARCH 20, 2024

The future of contact centers looks promising with the integration of personalized recommendations and enhanced efficiency. This article delves into how personalization and efficiency, powered by advanced technology, are set to redefine the benchmarks of customer service in contact centers.

Contact Center 52

Contact Center Personalization Analytics Benchmark 52

NobelBiz

DECEMBER 11, 2023

IVRs are the initial point of interaction, presenting options to the caller for a personalized experience. Intelligent IVRs can interpret voice inputs, offering a more personalized experience​​. Waiting on hold can be frustrating for callers, especially if they are unsure of how long they will have to wait.

Call flow 105

Call flow Interactive Voice Response Customer Experience Contact Center 105

Myra Golden Media

APRIL 11, 2023

So, if you’re ready to take your contact center to the next level, read this article! AI can free your agents to focus on complex customer issues and provide personalized service. I really like Balto AI’s Real-Time Guidance.

Average Handle Time 156

Average Handle Time Contact Center First call resolution Analytics 156

ProProfs Blog

DECEMBER 17, 2020

They may not have access to previous chat history or transcripts of the returning customer to create a personalized experience. In this section, we’ll explore how some of the modern live chat features can help your operators manage multiple customers at the same time. Reduce Customer Wait Time with Canned Messages.

Wait times 141

Wait times Management Customer Support Customer Service 141

Help Scout

AUGUST 3, 2021

Some of those questions are niche and require personalized attention; however, many are routine with standard answers. For those common questions with standard answers, it makes sense to have a resource customers can access on their own time without needing to contact support. Public articles are viewable by anyone.

Self service 99

Self service Wait times Accountability Customer Experience 99

TechSee

MARCH 17, 2020

In today’s customer-centric and highly competitive marketplace, field service organizations must meet the growing expectations for shorter waiting times, quicker resolutions, and better overall customer experience. Thanks to Artificial Intelligence (AI), field service organizations can now make all this a reality.

Enterprise 109

Enterprise Customer centricity Wait times Self service 109

TeamSupport

OCTOBER 21, 2020

With this feature, customers can ask seek support without the frustration of long wait times. It’s not only a win-win for both parties, it’s easier to develop a personal relationship with your customer when you are interacting in what seems like it’s in person! Who doesn’t want that additional 45 back?

Customer Support 98

Customer Support B2B Wait times Chatbots 98

Global Response

DECEMBER 9, 2024

In this article, well discuss how to identify busy seasons and share how seasonal call center outsourcing can ease the load for your employees and customers. Call center outsourcing during busy seasons can reduce wait times, enhance call quality, and provide more tailored customer service. Key takeaways Who?

outsourcing 62

outsourcing Call Center Wait times Abandon rate 62

Lumoa

FEBRUARY 9, 2023

We’re moving towards a personalized omnichannel experience in B2B customer journeys. Same as with B2B customers, B2C customers expect a consistent and personalized omnichannel experience. Now at least 80% of B2B buyers now expect the same buying experience as B2C customers.

Customer Experience 167

Customer Experience B2C Journey mapping B2B 167

NobelBiz

DECEMBER 19, 2023

In this article, we’ll explore how technology can be a game-changer in managing call escalations, ensuring swift and satisfactory resolutions. This eliminates the need for customers to be transferred multiple times, reducing their wait times and increasing their overall satisfaction.

Call Center 105

Call Center Management Wait times Contact Center 105

NobelBiz

FEBRUARY 27, 2024

This article delves into the essential aspects of call center optimization, including the tools and best practices that can drive performance improvements. Hold Queues : Ensures calls are answered promptly, minimizing wait times. RELATED ARTICLE What Is ACD – Automatic Call Distribution System?

Best practices 104

Best practices Call Center Interactive Voice Response First call resolution 104

Russel Lolacher

JUNE 15, 2021

I read a lot of articles, books and blog posts about customer service experience and ways to attract, retain and reacquire customers to keep organizations happy and healthy. You call it processing time. The customer sees it as wait time. Make the employee feel special and appreciated. Or how about: You call it churn.

Customer Service 128

Customer Service Journey mapping Surveys CRM 128

Comm100

APRIL 26, 2022

This article will outline the major building blocks that every government agency must lay to create the groundwork for successful service delivery and begin bridging the public-private sector CX gap. Government phone support often sees citizens frustrated by long wait times and outdated systems.

Government 98

Government Wait times Healthcare Employee engagement 98

Fonolo

SEPTEMBER 8, 2020

Gen Z Will Pay More for ‘Conscious’ or ‘Personal’ Service. And they’re happy to pay more for a more bespoke service that handles things for them — the kind of personal service that many credit unions pride themselves on. There’s no real waiting, even if you book a call a couple of hours in advance.

Interactive Voice Response 108

Interactive Voice Response Banking Self service Technology 108