ShepHyken

APRIL 2, 2018

Each week I read a number of customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. Forced to listen to fake-happy ‘customer care’ puppets reading from scripts? Here are my top five picks from last week. Yes and yes!)

Customer Service 137

Customer Service Self service Surveys Scripts 137

ShepHyken

MARCH 20, 2017

Each week I read a number of customer service articles from various online resources. I have added my comment about each article and would like to hear what you think too. My Comment: I hate when I’m calling a customer support center for help and the apology for my “inconvenience” is scripted and insincere. It’s simple.

Customer Service 189

Customer Service Scripts Customer Care Sales 189

ShepHyken

OCTOBER 23, 2023

Each week, I read many customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. This short article has several tips on how to get reviews, why you want reviews, and more. Here are my top five picks from last week.

Customer Service 169

Customer Service Construction Contact Center Scripts 169

ShepHyken

JUNE 18, 2021

This week we feature an article by Rupert Jones , a passionate speaker and an Independent Financial Advisor. To ensure they’re knowledgeable of your company , create flashcards of common questions and complaints that have their own scripted answers. . 7 Keys to Successful Customer Service. Use Customer Service as a Learning Tool.

Scripts 382

Scripts Customer Service Personalization 382

Steve DiGioia

SEPTEMBER 7, 2015

This original article was written by Steve DiGioia. Scripted conversations can easily turn off most customers. Once again, time to discuss how to end bad customer service. Have you followed any of my first 6 rules in Part 1? I h ope so, because I know they work. Strap yourself in; here’s Part 2. . ~~~~~~~~~~~~~~~~~~~~~~~~~~~.

Real estate 278

Real estate Customer Service Scripts Personalization 278

ShepHyken

AUGUST 12, 2016

Customer Service Patterns and Scripts. In customer service, we don’t have scales and licks, but we do have language and scripts. However, scripts should never be a crutch or the complete solution, only a base upon which to build skillful, sincere communication. As Shep says, “ You can’t script sincerity.”.

Customer Service 221

Customer Service Scripts Consulting Consulting 221

ShepHyken

AUGUST 19, 2022

This week we feature an article by Cassidy McDonnell, Creative Solutions Manager at Balto Software , a company that helps agents live on the call to analyze what’s working and scale best practices in real-time. They have less modeling for improvisation and are less involved in the script-writing process.

Scripts 213

Scripts Customer Experience Employee engagement Best practices 213

Quality Contact Solutions

JULY 26, 2022

After writing over one thousand call center scripts, we know that there isn’t a single stand-alone ingredient we’d consider the ‘secret sauce’ for creating the perfect script. Instead, scripts are purposeful and serve as a guide to accomplish the objective of the call. No, it doesn’t.

Scripts 98

Scripts Call Center Telemarketing Best practices 98

ShepHyken

FEBRUARY 23, 2018

This week we feature an article by Nathalie Herrman who writes about three key principles that are at the root of all great customer service. Don’t give them some rote, scripted response, but customize the script to the situation, if you have to use a script at all. Read Shep’s latest Forbes Article: L.L.

Scripts 233

Scripts Employee engagement Customer Service Customer Experience 233

ShepHyken

JANUARY 12, 2018

This week we feature an article by Mike Schoultz who shares his top 20 list of myths on customer experience not to tell yourself or things you should never say to a customer. Because scripts and checklists are all the rage now, employees are scripted to death. When I hear a script, I wonder if the person can help me.

Customer Service 246

Customer Service Scripts Customer Experience Personalization 246

ShepHyken

JANUARY 25, 2019

This week we feature an article by Dr. Marlene Caroselli shares a rhyme that will help you to communicate with customers and provide customer satisfaction. – Shep Hyken. Knowing what customers’ concerns are will make it easier to develop a script, one that will assure callers that their specific issues are being addressed.

Scripts 299

Scripts Education Best practices Personalization 299

Quality Contact Solutions

DECEMBER 16, 2020

Recently I was asked what the key was to create a robust B2B Telemarketing Script. It’s a good question, and after having helped develop and implement thousands of successful scripts over the years, I don’t have that 30-second elevator pitch answer to that question. What is the goal of the script?

Telemarketing 97

Telemarketing Scripts B2B Call Center 97

MiaRec

JANUARY 5, 2023

Are you frustrated that your agents ignore carefully defined call scripts and just "wing it," often making customer interactions longer than they need to be? Are you looking for a way to enforce script adherence across the board but simply lack the resources to listen to every call and score it for quality assurance ?

Scripts 98

Scripts Contact Center First call resolution Quality management 98

Beyond Philosophy

MARCH 17, 2015

According to an article on Adweek last summer, it is gaining favor but still most marketers are appealing to the rational side of their Customers. The person in the coat, however, was not a scientist or doctor, but just an actor with a memorized script.

Sales 379

Sales Scripts Marketing Customer Experience 379

Steve DiGioia

SEPTEMBER 12, 2016

and not like a kindergarten teacher This original article was written by Steve DiGioia. Read this script and memorize each line. They must follow a script – not “scripted” words but scripted actions designed to produce the best product or service. What makes him tick? Let’s do it again. I doubt their profits soar….

Management 214

Management Scripts Coaching Accountability 214

ShepHyken

OCTOBER 29, 2021

Call scripting . Contact centers receive volumes of calls and a call center script makes life easier for the support agents. With call scripting, your agents can practice and prepare before interacting with customers. Another advantage is, one can create common scripts for all the staff and maintain consistency.

call center software 206

call center software Call Center Customer Support Scripts 206

ShepHyken

MARCH 6, 2020

This week we feature an article by Patricia Fripp, executive speech coach and sales presentation skills trainer. F or more articles from Shep Hyken and his guest contributors go to customerserviceblog.com. Read Shep’s latest Forbes article: A PSA For Sales Leaders: Ditch Your Sales Scripts.

Customer Service 243

Customer Service Coaching Advertising Scripts 243

Spearline

AUGUST 4, 2020

The usage of call center scripts is a helpful method to prevent confusion from all sides and to ensure that the agents are looked after. Given that call center scripts often allow quicker, more effective handling of the call, it is easy to see why most call centers have committed to the idea with enthusiasm.

Scripts 92

Scripts Contact Center Call Center Construction 92

ShepHyken

JANUARY 29, 2021

This week we feature an article from babelforce, a global cloud communications platform. Even with a knowledge base filled to the brim with product support cases, along with a killer script on their side, your agents’ effectiveness hinges on their knowledge of the product in more ways than we’d like to admit.

Best practices 246

Best practices Contact Center Interactive Voice Response Call Center 246

ShepHyken

MAY 27, 2022

This week, we feature an article by Sowmya Juttukonda, content developer & digital media specialist at Knowmax , a knowledge management system to enhance customer service. Upgraded tools can make the call center talk scripts more structured and systematic, so employees can easily carry out their tasks? .

Customer Support 323

Customer Support Employee engagement Call Center Scripts 323

AWS Machine Learning

SEPTEMBER 8, 2023

Publishers can have repositories containing millions of images and in order to save money, they need to be able to reuse these images across articles. Finding the image that best matches an article in repositories of this scale can be a time-consuming, repetitive, manual task that can be automated.

APIs 116

APIs Scripts Entertainment Personalization 116

ShepHyken

OCTOBER 25, 2019

This week we feature an article by Matthew Smollen who says e nsuring your clients have an amazing call center experience when interacting with your brand is one of the best ways to encourage repeat and referral business. All the scripts in the world won’t mean anything if the person delivering them doesn’t fit. Recruitment.

Call Center 192

Call Center Scripts Contact Center Advertising 192

ShepHyken

JUNE 28, 2019

This week we feature an article by Chris Connolly that discusses h ow assistive AI blends with human-only qualities to create a new category of “superagents.”. A superagent will be a fast consumer of data and information, making them contextually aware of customer situations — and never needing to rely on a prepackaged script.

Contact Center 289

Contact Center Self service Banking Airlines 289

AWS Machine Learning

JULY 29, 2022

Build your training script for the Hugging Face SageMaker estimator. script to use with Script Mode and pass hyperparameters for training. After we remove articles with missing titles, the dataset contains 19,675 reviews. return tokenized_dataset. If we use an ml.g4dn.16xlarge As usual with SageMaker, we create a train.py

Scripts 95

Scripts APIs Big data Engineering 95

OctopusTech

JANUARY 20, 2025

In this article, we explain what is call center quality assurance and what it can mean to your business. In the case of a call center, you will mark the performance of the agents against key performance indicators like script compliance and customer service. What is Call Center Quality Assurance?

Call Center 62

Call Center Scripts Benchmark Average Handle Time 62

ShepHyken

FEBRUARY 24, 2017

It’s wise to develop some basic scripts or outlines that can guide agents through customer conversations if and when a breaking news event occurs. For more articles from Shep Hyken and his guest contributors go to customerserviceblog.com. Desktop Integration.

Contact Center 211

Contact Center Interactive Voice Response Scripts Coaching 211

Quality Contact Solutions

JANUARY 14, 2021

I guess that those folks did not have their cold calling scripts effectively dialed in or just really didn’t like cold calling and were looking to hurry and skirt away from the topic altogether. I know for sure that designing compelling cold calling scripts is essential to effective and successful prospecting. What is cold calling?

Scripts 83

Scripts B2C B2B Sales 83

ShepHyken

JUNE 8, 2018

This week we feature an article by Daphne Kasriel-Alexander who tells us how to create mega-fans who can then become your biggest advocates. – Shep Hyken. Forced to listen to fake-happy ‘customer care’ puppets reading from scripts? Stay away from scripts. Read Shep’s latest Forbes Articles: Whole Foods Knows Its Customers.

Customer Support 195

Customer Support Brand ambassadors Scripts Customer Care 195

ShepHyken

NOVEMBER 4, 2022

This week, we feature an article by Baphira Wahlang Shylla, a digital marketer at Knowmax , a SaaS company that provides knowledge management solutions for various industries that are seeking to improve their customer service metrics. Call Center Scripts for Support Productivity .

Customer Experience 165

Customer Experience Scripts Self service outsourcing 165

ShepHyken

DECEMBER 28, 2018

This week we feature an article by Pradeep Rathinam who writes about how we must understand what the large population of millennials expect when it comes to customer service. – Shep Hyken. This group is also flipping the script when it comes to the preferred communication channel. Yes, really. Live messaging is where it’s at.

Customer Service 258

Customer Service Self service Customer Support Scripts 258

ShepHyken

JUNE 15, 2018

This week we feature an article by Ayush Chaudhary who writes about the social media customer support experience. Chatbots that are designed to follow a specific scripted flow, supported by appropriate interfaces can work wonders for your business. Things aren’t as bad as they sound though.

Chatbots 194

Chatbots Customer Support Healthcare Scripts 194

AWS Machine Learning

JUNE 9, 2022

Why did TIME for Kids decide to start creating audio narration of their articles? Amazon Polly’s neural text-to-speech synthesis does the best job of voicing words within the context of a sentence, and the consistency in speech quality allows for the automation of article rendering. The technical challenge. Our solution.

Scripts 86

Scripts APIs Education Technology 86

ShepHyken

NOVEMBER 2, 2017

This week we feature an article by Gemma Baker that shares three areas that your organization should examine during your regular competitor analysis. For more articles from Shep Hyken and his guest contributors go to customerserviceblog.com. One key is to always deliver value to your customers to keep them coming back. – Shep Hyken.

Customer Service 192

Customer Service Advertising Scripts Feedback 192

ShepHyken

DECEMBER 16, 2016

They know, for instance, if the representative they’re speaking with on the phone is just reading from a script or repeating a routine they’ve already performed 100 times that day. This article was originally published here. For more articles from Shep Hyken and his guest contributors go to customerserviceblog.com. The result?

Customer Service 203

Customer Service Scripts Feedback Personalization 203

TeleDirect

JANUARY 16, 2023

There are two main parts to your call, the script and the call flow. Call Center Scripting vs. Call Flow Process : What are They? You’ve probably heard the terms “call center scripting” and “call flow process.” This article will cover the basics of call flow and call center scripting.

Call flow 62

Call flow Scripts Call Center outsourcing 62

ShepHyken

APRIL 15, 2022

This week, we feature an article by Manpreet Chawla, senior digital marketing specialist at Knowmax , a knowledge base management solution for enterprises looking to provide exceptional customer experience to their customers via enhanced agent satisfaction. Read Shep’s latest Forbes article: How To Beat The Stock Market By Four Times.

Customer Experience 183

Customer Experience Customer Support Enterprise Scripts 183

ShepHyken

JUNE 12, 2020

This week we feature an article by Chloe Sesta Jacobs , Head of People & Culture at Deputy. It may be useful to create scripts so that your agents can speak with a unified voice and represent your brand as ready and prepared. F or more articles from Shep Hyken and his guest contributors go to customerserviceblog.com.

Call Center 182

Call Center Scripts Chatbots Management 182