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.

Customer Service 293

Customer Service Self service Metrics Average Handle Time 293

ShepHyken

AUGUST 25, 2021

I’m always frustrated when I call a customer support number that I’ve called before and have to retell my story. My friend and fellow customer service and experience expert Jason Bradshaw responded that the same thing happens with online chat. The same goes for when I’m transferred to another person.

Average Handle Time 395

Average Handle Time Metrics Customer Support Customer Service 395

TeleDirect

MARCH 13, 2025

Best Practices for Training Call Center Agents for Exceptional Customer Service Best Practices for Training Call Center Agents for Exceptional Customer Service play a crucial role in ensuring customer satisfaction, boosting efficiency, and maintaining a positive brand reputation.

Best practices 62

Best practices Call Center Customer Service Average Handle Time 62

TeleDirect

JANUARY 7, 2025

24/7/365 Secure Call Center Service: A Game-Changer for Modern Businesses In todays competitive and fast-paced world, customers expect businesses to be available 24/7/365 regardless of time zones, holidays, or emergencies. Boosting Customer Retention Consistent, reliable customer service builds trust and loyalty.

Call Center 125

Call Center Abandon rate Average Handle Time Healthcare 125

ShepHyken

MARCH 30, 2018

Depending on whether your Customer Care department is an extension of your marketing or your customer service strategy, the KPIs you give yourself may be different. Nonetheless, similarly to CSAT, the NPS is a great indicator of your progress over time and an important one to track. Average Handling Time.

Customer Experience 222

Customer Experience Average Handle Time Customer Care Customer centricity 222

TeleDirect

MARCH 20, 2025

How to Improve Call Center Customer Service How to Improve Call Center Customer Service is a critical consideration for businesses striving to enhance customer satisfaction and build brand loyalty. This not only saves time but also enhances the customer experience.

Call Center 62

Call Center Multi-channel support Customer Service First call resolution 62

BlueOcean

MARCH 11, 2025

Are you one of the 85% of customer service leaders planning to explore conversational AI solutions in the next year? Or perhaps you can sense that your customers are looking for more when they come calling. This distinction is crucial because it helps us uncover hidden truths about customer satisfaction.

Customer Experience 62

Customer Experience Calibration Average Handle Time Metrics 62

Advantage Communications

MARCH 9, 2021

Successful customer service programs rely on highly-skilled customer service agents and innovative technologies to achieve world-class customer experiences. On top of that, however, they also need to focus on analytics.

Average Handle Time 98

Average Handle Time Analytics Technology Customer Service 98

CCNG

MARCH 1, 2023

An agent drained and taxed is thoroughly challenged to deliver empathetic customer service even when it’s needed most. A customer in need of a good, empathetic experience is an opportunity that matters; when that moment is missed, customer loyalty suffers. Working from home leaves agents feeling alone and isolated.

Customer Service 195

Customer Service CCNG Average Handle Time Contact Center 195

Beyond Philosophy

MARCH 15, 2017

My first manager had a poster on his wall that said, “There isn’t a lot of traffic on the extra mile,” a tenet of Customer Service. Today, that poster might read, “Why meet customer expectations when you could exceed them?” The authors argued bad customer service had the most impact on loyalty—by destroying it.

Average Handle Time 303

Average Handle Time Self service Consulting Consulting 303

TechSee

NOVEMBER 10, 2020

The discussion around how to reduce customer service costs is not a new one. For decades, service organizations have been proposing innovative ways to cut operational costs in customer service: Let employees bring their own coffee? ??. Limit call times to 3 minutes each? field services. self-service.

Customer Service 207

Customer Service Self service Average Handle Time Contact Center 207

TechSee

JANUARY 19, 2025

Orchestration helps ensure that the right AI or multiple AI solutions come together to handle the right job at the right time, making service smoother and more effective. In this blog, I’ll break down AI Orchestration, why it matters, and how it can transform customer service. What is AI Orchestration?

Average Handle Time 109

Average Handle Time Chatbots Customer Experience Management 109

ShepHyken

FEBRUARY 25, 2024

Each week, I read many customer service and customer experience articles from various resources. 4 Reasons Why Your Customer Service Is About to Get a Whole Lot Better in 2024 by Mike Murchison (Entrepreneur) When it comes to AI and customer service, we’re going to see a virtuous cycle in 2024.

Customer Service 164

Customer Service Customer advocacy Average Handle Time Customer centricity 164

TeleDirect

JANUARY 17, 2025

Customer Service Skills: How to Handle Difficult Calls from Customers When working at the top call centers in the US , handling difficult calls from customers effectively is one of the most critical skills an agent can master. Key Customer Service Skills for Handling Difficult Calls 1.

Customer Service 71

Customer Service Call Center Average Handle Time Customer emotions 71

TechSee

JANUARY 27, 2025

Reasoning enables machines to think, learn, and make decisions based on data, experience, and context. In this blog post, I’ll explain what Reasoning is, why it matters in customer service, and how it elevates customer experiences. What is AI Reasoning?

Average Handle Time 124

Average Handle Time Chatbots Scripts Engineering 124

ShepHyken

OCTOBER 1, 2023

Each week, I read many customer service and customer experience articles from various resources. In an age where products and services are often similar, it’s the memorable and positive interactions that truly distinguish one brand from another. Here are my top five picks from last week.

Customer Service 173

Customer Service Average Handle Time Contact Center Metrics 173

BlueOcean

DECEMBER 2, 2024

The insight about exceptional customer service and the customer experience is still rock solid, and so we decided to revisit the article entering 2025. When it comes to customer experience , there’s a lot of cross-over between the hospitality industry and the contact center industry.

Customer Service 62

Customer Service industry standards Contact Center Average Handle Time 62

Fonolo

SEPTEMBER 14, 2021

Your call center’s customer service strategy dictates customer loyalty, agent satisfaction, and company growth. No matter what product or service you offer, your approach needs to be nothing short of “customer-obsessed.”. READ THE FULL GUIDE: Creating a Customer Service Strategy That Drives Business Growth.

Call Center 142

Call Center Customer Service Abandon rate Average Handle Time 142

Vistio

NOVEMBER 12, 2024

Studies show that agent stress levels directly impact customer experience (CX) scores, leaving many organizations wondering why their customer satisfaction rates aren’t hitting the mark. This approach not only keeps agents operating at their best but also helps maintain consistent service quality across all interactions.

Customer Service 52

Customer Service Average Handle Time First call resolution Contact Center 52

CCNG

JANUARY 4, 2023

Elevating the Customer Experience (CX) is an obsession for the contact center industry, and rightly so. The experiences that customers have with your contact center condition the way they think about you as a supplier of goods and services and as a trusted part­ner in providing the things that they need and want in their lives.

Customer Experience 195

Customer Experience Contact Center CCNG Self service 195

24-7 InTouch

NOVEMBER 18, 2024

The use of automation in digital channels reduces average handling time (AHT) by taking care of repetitive tasks like customer authentication and clarifying intent. 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

TechSee

AUGUST 26, 2024

Call centers are the frontline of customer service for many businesses. Providing excellent service in call centers is crucial for maintaining customer satisfaction and loyalty. However, call centers face a variety of challenges that can prevent them from delivering the best possible service.

Call Center 124

Call Center Customer Service Average Handle Time Interactive Voice Response 124

Balto

MARCH 17, 2025

Businesses that harness this information effectively can boost customer satisfaction by up to 25% while reducing churn. The key is turning raw interactions into actionable call center insights that enhances both efficiency and customer experience. They help answer critical questions: Why are customers calling?

Call Center 52

Call Center Customer Experience Average Handle Time Analytics 52

ShepHyken

SEPTEMBER 22, 2020

The Right Way to Measure Amazing Customer Service. How to Create an Empathetic, Omnichannel Service Experience. Shep Hyken interviews Jerry Campbell , Head of Customer Experience and Social Engagement at 7-Eleven. Many call centers focus on antiquated metrics that don’t ultimately best serve the customer.

Average Handle Time 39

Average Handle Time Multichannel First call resolution Call Center 39

TeleDirect

MARCH 9, 2025

How to Reduce Wait Times and Improve Customer Satisfaction in Call Centers How to Reduce Wait Times and Improve Customer Satisfaction in Call Centers is a critical focus for businesses aiming to enhance customer experience and boost operational efficiency. Key Strategies to Reduce Call Center Wait Times 1.

Wait times 79

Wait times Call Center Abandon rate First call resolution 79

TeleDirect

MARCH 14, 2025

Call Center Best Practices for Superior CX Call Center Best Practices for Superior CX is essential for businesses aiming to enhance customer experience (CX) and build lasting relationships. A well-trained team, equipped with the right tools and strategies, ensures: Higher customer satisfaction and retention.

Best practices 62

Best practices Call Center Multi-channel support First call resolution 62

ShepHyken

JANUARY 18, 2022

Investing in Customer Experience and Success Teams. Shep Hyken interviews Adrian Brady-Cesana, author of The Four CX Pillars to Grow Your Business Now: The Customer Experience Manager Playbook , and host of The CXChronicles Podcast. Tools: The world has changed in terms of how we speak to our customers.

Journey mapping 198

Journey mapping Average Handle Time Feedback Consulting 198

TechSee

JUNE 17, 2024

Today visuals are revolutionizing customer service and customer experience. Video calls add a lot to the customer experience on their own, allowing remote staff to better understand and relate to the remote user. Visual support tools like AR and AI harness the power of visuals to revolutionize service.

Customer Service 124

Customer Service Average Handle Time Healthcare Enterprise 124

TechSee

DECEMBER 28, 2020

In reality, the lines between customer service agents and technicians have become blurred – the technician’s role includes some traditional responsibilities of agents, and the agent’s role includes more responsibilities traditionally held exclusively by technicians. The drivers for changing roles in contact centers.

Technical Support 186

Technical Support Customer Service Enterprise Scripts 186

TechSee

AUGUST 10, 2023

With over 30 million interactions logged annually, TechSee has greater than 1,000 customers and is used by industry leaders including 5 of the top 10 global telecom companies, 2 of the top 3 U.S. It enables enterprises around the world to deliver better customer assistance, enhance service quality and reduce costs.

Average Handle Time 206

Average Handle Time Interactive Voice Response First call resolution Cloud contact 206

ShepHyken

JULY 31, 2018

Leveraging Customer Data In Real Time. Focusing on Business Intelligence and Customer Experience. Top Takeaways: Customers don’t mind staying on the phone longer if it means getting their problem solved on the first interaction. Intermediate/Operations focused.

Average Handle Time 195

Average Handle Time Metrics Customer retention Call Center 195

ProProfs Blog

DECEMBER 26, 2019

And what do you even mean by a happy customer ? Apparently, even though all serious businesses want to have their customer satisfaction at the highest level, not all of them measure customer experience in the same way. . However, there are some ways of measuring customer experience that can be more effective than others?

Customer Experience 136

Customer Experience Metrics Surveys Average Handle Time 136

Calabrio

MARCH 5, 2025

Analytics Customer Experience (CX) Analytics: A Complete Guide for 2025 Share Today, the experiences businesses offer their customers before, during, and after purchase are every bit as important as the products and services they sell. What is Customer Experience Analytics?

Analytics 52

Analytics Customer Experience Agent Empowerment Contact Center 52

ShepHyken

JULY 31, 2018

Leveraging Customer Data In Real Time. Focusing on Business Intelligence and Customer Experience. Top Takeaways: Customers don’t mind staying on the phone longer if it means getting their problem solved on the first interaction. Intermediate/Operations focused.

Average Handle Time 195

Average Handle Time Metrics Customer retention Call Center 195

BlueOcean

JUNE 26, 2018

When it comes to customer experience, there’s a lot of cross-over between the hospitality industry and the contact center industry. We’re both in the business of earning a customer’s repeat business through the quality of the experience we deliver. How do metrics and standards play a role in customer service?

Customer Service 141

Customer Service industry standards Contact Center Average Handle Time 141