ShepHyken

FEBRUARY 28, 2020

If you’re a Customer Experience specialist, you might think that salespeople are not the kind of role models to get customer care tips from. I give them customer experience tips and insights, not the other way around.”. In fact, you’re probably telling yourself – “Salespeople? But you’d be surprised.

Airlines 307

Airlines Sales Employee engagement Customer Experience 307

24-7 InTouch

APRIL 3, 2023

IntouchCX optimizes workflows and elevates customer experiences (CX) for health technology brands with our leading-edge solutions. Our innovative approach to customer care allows us to deliver positive, tech-enabled experiences for patients, providers, and businesses alike.

Healthcare 52

Healthcare Customer Care Technology Customer Experience 52

ShepHyken

NOVEMBER 20, 2017

Each week I read a number of customer service articles from various online resources. A case study by Idaho Central Union by Avinash Bhaisa . Omoto) Quite a few organizations, even today, consider customer experience as a tertiary function. They assume that in the order of priority, it comes after customer acquisition.

Customer Service 96

Customer Service Personalization Upselling Self service 96

24-7 InTouch

APRIL 13, 2023

IntouchCX delivers industry-leading customer care solutions that help brands retain customers by delivering efficient and personalized service. Our top-tier support is paired with streaming services to increase and maintain customer satisfaction.

Customer Care 52

Customer Care Personalization Entertainment 52

ShepHyken

AUGUST 29, 2016

My Comment: Customers want an easy and frictionless experience, especially when they have to connect with a company’s call or support center. In this short article, Mike Cannova, the director of Advance Customer Care for ShoreTel, shares five important strategies and processes to create a better customer experience.

Customer Service 0

Customer Service Journey mapping Contact Center Customer Care 0

BlueOcean

APRIL 7, 2025

And youre ready for your outsourced customer service RFP to hit the road and bring you some stellar options for a new contact center partner. AI and customer care are growing deeply intertwined, with intelligent tech delivering powerful insights for hyper-personalized experiences.

Contact Center 62

Contact Center outsourcing Customer Care Metrics 62

BlueOcean

DECEMBER 8, 2020

In the downloadable case study, discover how we: Pivoted to 100% remote recruiting, onboarding, and training. The Results: Despite the pandemic and related lockdown orders, we launched this new customer care program on time, in April 2020 (cue the fireworks!). Get your Case Study Download today for more details.

Customer Care 62

Customer Care outsourcing Government Coaching 62

Callminer

FEBRUARY 23, 2021

” – Courtney Chuang, The future of support: 5 key trends that will shape customer care in 2021 , Intercom; Twitter: @intercom. As we have written in a recent case study, even companies that previously used on-premise systems had to quickly shift their operations onto cloud software.

Call Center 376

Call Center Technology Banking Contact Center 376

ShepHyken

JUNE 8, 2018

Forced to listen to fake-happy ‘customer care’ puppets reading from scripts? The dissatisfaction you’ll be left with goes both ways: the cost of disappointed customers is high for companies, too. Here’s an upbeat case study. Meet Mor and Yoni, two of the Lightricks support team all-stars. Still not sure?

Customer Support 197

Customer Support Brand ambassadors Scripts Customer Care 197

ShepHyken

JULY 15, 2016

Tom Hoffman is Executive Business Editor at 1to1 Media where he’s responsible for overseeing the organization’s custom content operations. As part of his role, Hoffman works directly with clients on projects such as e-books, white papers, executive Q&As, case studies, and webinars. Hoffman, a graduate of St.

Customer Experience 198

Customer Experience Journey mapping Feedback Surveys 198

BlueOcean

MARCH 19, 2024

On the Blue Ocean blog, we talk a lot about the process of sourcing a strategic partner for your outsourced customer care program. The Importance of a Smooth Transition in Your Outsourced Customer Care Transitioning your outsourced customer care program from one partner to another is a complex undertaking.

outsourcing 71

outsourcing Customer Care Best practices Management 71

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. We have the very best and newest technology, hire the perfect “on-paper” resumes, and have the budget of King Tut, but without a healthy, positive working culture…these things are essentially meaningless.

Calibration 244

Calibration Schedule adherence Coaching Employee engagement 244

BlueOcean

AUGUST 27, 2020

And, of course, your company’s plan to launch a new outsourced customer care program. Your customers are already struggling with the times, and now you’re thinking about overhauling the customer care process? Check out these articles: 60 Customer Care RFP Questions for the Contact Center of 2020.

outsourcing 62

outsourcing Customer Care Government Contact Center 62

Natalie Petouhof

MAY 11, 2016

If you are doing something really interesting, make sure to send in your case study! Covering Customer Facing Applications that Drive Awesome Customer Experience. If you have what it takes to compete in the SuperNova Awards submit your application today: https://www.constellationr.com/events/supernova/2016.

Big data 40

Big data CRM Analytics Enterprise 40

BlueOcean

MARCH 19, 2024

On the Blue Ocean blog, we talk a lot about the process of sourcing a strategic partner for your outsourced customer care program. The Importance of a Smooth Transition in Your Outsourced Customer Care Transitioning your outsourced customer care program from one partner to another is a complex undertaking.

outsourcing 62

outsourcing Customer Care Best practices Management 62

TechSee

JULY 21, 2020

Many enterprises struggle to deliver excellent customer care and suffer from a range of operational inefficiencies due to a lack of inter-departmental communication and cross-functional collaboration. A rep may promise a customer next-day service but then field service cannot provide a technician. To access it, click here.

Enterprise 136

Enterprise Customer centricity Contact Center Customer Care 136

Skybridge

OCTOBER 13, 2020

And they want reassurance that customer care agents have been hired and trained to deliver truly caring service and a superior experience. At Skybridge Americas, we are committed to helping our clients achieve their brand mission by delivering superior experiences to their customers. You can read more here.

Customer Care 52

Customer Care Customer centricity Marketing Analytics 52

Vcaretec

JUNE 6, 2022

We’ve made it easy for you to check this off your list with our Big List of Customer Care Events and Conferences. Common themes are around best practices, case studies and big successes, and predictions on the future of the industry. Generally speaking, there are two main aspects to each event.

Customer Care 52

Customer Care Wireless Education Contact Center 52

ConvergeOne

APRIL 20, 2021

Are your agents remaining professional, with minimal noises or distractions (think dogs or children) affecting customers’ experiences? Working toward a better experience doesn’t have to be painful for your customers or your agents. Let’s look at a customer case study. TAKE THE FIRST STEP TO CUSTOMER CARE SUCCESS.

Customer Care 48

Customer Care Analytics Self service Contact Center 48

Global Response

FEBRUARY 17, 2025

Case study: How VoC data improved a clients call center experience In 2013, Rack Room Shoes embraced social media monitoring as part of their customer care strategy. Set yourself apart as an industry leader by building out your business exceptional customer care. Contact us for a free quote!

Call Center 62

Call Center outsourcing First call resolution Best practices 62

TMP Direct

MAY 19, 2015

Online brand reputation monitoring with customer care. You may also be interested in “5 Things the Most Customer Service Savvy Companies Know About Social Media” here. Read a case study here. A few facts: There are almost 1 million blog posts every 24 hours, according to www.thefuturebuzz.com.

Customer Care 40

Customer Care Advertising Best practices Analytics 40

Fonolo

NOVEMBER 13, 2018

Follow Smart Customer Service on Twitter here. . This event showcases practical takeaways for contact center professionals via case studies from well-known companies; exclusive tours of local contact centers; and seven key learning tracks that allow you to pay attention to topics most relevant to your business. Tobias Goebel.

Customer Service 108

Customer Service Contact Center Education Engineering 108

ShepHyken

DECEMBER 9, 2019

This article uses a small (as in local) ice-cream shop as a case study to showcase the ways any size business can take advantage of “playing small.” ” Shep Hyken is a customer service expert, professional speaker and New York Times bestselling business author.

Airlines 136

Airlines Customer Service Customer centricity Call Center 136

ConvergeOne

APRIL 20, 2021

Are your agents remaining professional, with minimal noises or distractions (think dogs or children) affecting customers’ experiences? Working toward a better experience doesn’t have to be painful for your customers or your agents. Let’s look at a customer case study. TAKE THE FIRST STEP TO CUSTOMER CARE SUCCESS.

Customer Care 40

Customer Care Analytics Self service Contact Center 40

Natalie Petouhof

APRIL 26, 2016

Tweet Having worked for GM years ago and lived in Detroit, the motor capital, it was really interesting to see how GM is using social media to listen and engage customers – in marketing as well as customer service. For more information on this report, you can find it here.

Customer Care 56

Customer Care Self service Marketing Sales 56

NICE inContact

JANUARY 11, 2019

More recently, the topic of artificial intelligence (AI) and its role in customer care has been one that contact center managers have wanted to learn more about. If so, register to listen to a replay of the webinar – which includes a quality management case study. appeared first on NICE inContact Blog.

Quality management 18

Quality management Management Average Handle Time Chatbots 18

Fonolo

JANUARY 14, 2020

And their mix of fun, quirky illustrations with a great UX, detailed information, and relevant case-studies make it one of our go-to resources. Top Pick: Creating a winning customer-centric marketing strategy. It’s a global online community of business leaders with a customer-centric approach. . Jeanne Bliss. Nice Reply.

Customer Service 136

Customer Service Chief Customer Officer Contact Center Call Center 136

BlueOcean

DECEMBER 18, 2018

AI can be a powerful tool, but it is just one cog in the customer care engine. AI should enhance the customer experience through seamless, elegant integration with live agent support – allowing agents to focus on higher value or higher complexity scenarios requiring human intelligence and decision-making. . #6

Contact Center 78

Contact Center Chatbots outsourcing Metrics 78

CSM Magazine

MARCH 13, 2024

Implementing Sabio’s proprietary Salesforce Service Cloud Accelerator and Salesforce Service Cloud, Sweaty Betty realised game-changing operational efficiencies and customer satisfaction levels that exceeded all expectations. You can read the full case study here. “The live chat wasn’t an afterthought. .

Customer Experience 52

Customer Experience Self service Customer Care Chatbots 52

Global Response

MARCH 27, 2024

Case studies: success stories in call center optimization Implementing big data analytics in call centers is a transformative strategy. Here are three case studies of companies that successfully implemented call center analytics. FAQs How can big data analytics improve customer service in call centers?

Big data 62

Big data Call Center Analytics Interactive Voice Response 62

Nicereply

JUNE 30, 2020

In fact, a recent Walker study found that by the end of 2020, customer experience will overtake price and product as the key brand differentiator. Your customers care more about the support and experience you provide than anything else.

Construction 98

Construction Customer retention Metrics Surveys 98

Global Response

FEBRUARY 26, 2024

Outsourcing customer service to the right call center can transform your business. Call centers can provide a few agents to support you during busy seasons or a full team to take over all customer care. Strategy #2: Apply sentiment analysis to understand the emotions behind customer feedback.

Call Center 62

Call Center Customer Service outsourcing CRM 62

Amity

NOVEMBER 6, 2017

There is still time to reframe your approach, but first things first, you need to get this customer on a call. Below are some useful tips to get unresponsive customers to finally get back to you. There’s nothing like a sneak peek to make a customer feel special. -Ty Tease Them With Your Product Roadmap.

Metrics 81

Metrics Marketing Customer Care Personalization 81

The Petrova Experience

NOVEMBER 19, 2024

And, most significantly, when a customer reaches out to Macy’s – the brand they know, trust, and assume they have been interacting with directly – customer support does not know how to help. In some cases, customer support cannot access any information about the order at all. ” Such things happen, she said.

Customer centricity 40

Customer centricity Best practices Customer Experience Strategic Value 40

Natalie Petouhof

SEPTEMBER 1, 2016

Customer care extends far beyond the traditional call center. Every touch point or interaction with the company (or even content about the company) can affect the customer’s satisfaction and loyalty to the brand. The components of a business case include: Goals and objectives for the social customer care initiative.

Airlines 45

Airlines Customer Service Customer Care Metrics 45

CSM Magazine

JULY 27, 2015

These three C-Level telco speakers are: Nashad Emir, Chief Customer Experience Officer, Celcom, Malaysia. Rebecca Eclipse, Chief Customer Experience Officer, Globe Telecom, Philippines. Brenda Lynn Dichoso, Chief Customer Care Officer, Smartfren Telecom, Indonesia. Operator Case Study – Building A Customer First Culture.

Customer centricity 40

Customer centricity Customer Care Best practices Engineering 40

Natalie Petouhof

AUGUST 17, 2015

As a result, organizations can uniquely provide actionable intelligence across customers’ omnichannel experiences to include voice, chat, email, web self-service, and now customer and employee communities. MY POV: This seems like a very good move for Verint, as having a community offering is key to customer care.

Customer Experience 61

Customer Experience Self service Enterprise Analytics 61