ShepHyken

DECEMBER 10, 2019

Using AI to Guide Employees Toward Better Customer Care. They discuss the need for more awareness and empathy among customer service agents and how AI and technology can provide that. > When used correctly to support customer service representatives and call center agents, it can help humans be “more human.”.

Coaching 263

Coaching Contact Center Analytics Call Center 263

ShepHyken

SEPTEMBER 16, 2020

He said, “What’s interesting is that better service is correlated to a higher willingness for the customer to pay, but that doesn’t mean that a business has to spend more on CS to get these results.”. He wasn’t talking about upgrading a coach seat on a plane to a first-class seat.

Customer Service 426

Customer Service Coaching Technology Customer Care 426

CX Global Media

OCTOBER 22, 2018

Regardless of how lost you feel now, join Joachim “Joe” Rogers, Senior Director of Customer Care Center for Coca-Cola Bottling Co. Joachim “Joe” Rogers is Senior Director – Customer Care Center for Coca-Cola Bottling Co. Jim Rembach is the President of Call Center Coach and Host of the Fast Leader Show podcast.

Employee engagement 45

Employee engagement Contact Center Morale Coaching 45

Vcaretec

JUNE 6, 2022

When it comes to customer care across major industries, like Retail & E-Commerce, Wireless & Telecommunications, and Healthcare, there are plenty of smart minds out there. As a leader in outsourced customer service solutions, the customer care specialists at Vcare voted on fifty of the top thought leaders in our space.

Customer Care 98

Customer Care Chief Customer Officer CRM Wireless 98

Bill Quiseng

MARCH 30, 2022

In the end, training instructs students on how to TAKE CARE of the customer. Instead, enroll in Customer CARE University. We have mentors and coaches. Our education is the “how” and “why” of Customer CARE excellence. ENRICH the experiences of every customer.

Customer Care 78

Customer Care Education Coaching Customer Service 78

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. From Jeremy Hyde: How do your leaders calibrate on what they “coach” on and how/when they approach it? From Jeff Toister: Books To Read: Ken Blanchard's Whale Done. "Hey, get back to work!

Calibration 244

Calibration Schedule adherence Coaching Employee engagement 244

ShepHyken

MARCH 6, 2020

This week we feature an article by Patricia Fripp, executive speech coach and sales presentation skills trainer. She writes about how one negative interaction can affect the customer’s overall experience. At a time when every customer counts, we must never forget how our customers see us.

Customer Service 247

Customer Service Coaching Advertising Scripts 247

Skybridge

APRIL 13, 2020

But of course, there are longer-term factors to consider – and conquer – in order to lead high performing customer care teams capable of delivering superior customer and patient experience. In today’s post, I’d like to highlight how your coaching process will need to change. They have to be planned. We would love to talk!

Coaching 52

Coaching Customer Care At home agents Call Center 52

Russel Lolacher

APRIL 5, 2021

Ten years of leading a provincial government team in web services and social customer care has been a challenging and rewarding experience. Collaboration, coaching, inspiration, motivation… no contribution comes without connection to others. Oh, it’s been amazing. And I look forward to so much more in my career.

Customer Care 98

Customer Care Government Transportation Employee engagement 98

Myra Golden Media

NOVEMBER 20, 2019

30-Minute De-escalation Online Class to Help Your Employees Get Angry Customers to Back Down, Even Customers Who Want a Supervisor – with Video Teaching, Simulations, Knowledge Checks, and Practice Interactions. Anna Hoang, Customer Support Specialist I, Vertafore. Anna Hoang, Customer Support Specialist I, Vertafore. “

Coaching 185

Coaching Customer Care Customer Support Feedback 185

BlueOcean

APRIL 15, 2019

We want our client engaged in deciding how to manage the customer relationship – we want to understand their decision-making process and use that intel when similar complex interactions arise in the future. The Training to Prepare for Entitled Customers. A robust, ongoing coaching program is a necessity. Read this next!

Customer Care 75

Customer Care Coaching outsourcing Contact Center 75

CX Global Media

SEPTEMBER 10, 2018

I was introduced to the system when Joachim “Joe” Rogers , the senior director of customer care for Coca-Cola Consolidated, shared it at a CCNG regional meeting. VIDEO INTERVIEW] Joachim “Joe” Rogers, senior director of customer care for Coca-Cola Consolidated talks Employee Engagement – Click to Tweet .

Employee engagement 185

Employee engagement CCNG Contact Center Education 185

ShepHyken

DECEMBER 24, 2018

My Comment: If you were the boss (and maybe you are) and one of your employees was rude and hung up on a customer, what would you do? Or, would you remain calm and coach him or her? After being rude and hanging up on the customer, the manager stepped in and gave support – to the customer and the employee.

Customer Service 239

Customer Service Morale Coaching Customer Experience 239

CCNG

NOVEMBER 9, 2022

For example, engagement among customer service agents is demanding due to the one-to-one nature of customer care, the continuous flow of customer interactions and the lack of physical mobility due to reliance on screen-based support systems.

Gamification 195

Gamification Customer Experience CCNG Employee engagement 195

BlueOcean

FEBRUARY 7, 2019

Asking a customer to rate the probability of their promoting your brand to friends and family is a highly effective way to measure how well each interaction is being handled. WTA is an actionable coaching point for your agents and relates directly to the customer experience. Secrets to Incredible Customer Service with Paul R.

Metrics 87

Metrics Customer Care Average Handle Time outsourcing 87

BlueOcean

MAY 5, 2023

We’ve said it before and we’re not afraid to repeat it until the cows come home: using a boilerplate RFP in the process to find a new customer care outsourcer is a quick road to failure. You’re looking for a strategic partner who will interface with your customers day in and day out. That requires a custom RFP.

Customer Care 62

Customer Care Coaching outsourcing Contact Center 62

CX Global Media

FEBRUARY 8, 2018

But on the outside, the customer cares about the end and is uninterested in the alphabet soup. As a customer with high expectations for excellence, here is my contact center wish list: Conversation, not checklist. “Customer expectations are climbing quickly…30% higher in the last year.”

Contact Center 189

Contact Center Call Center Coaching Scripts 189

Call Center Weekly

OCTOBER 11, 2017

Pillars of customer service are an integral part of effective, individual service interactions. Every customer interaction has aspects of each dimension. We coach our team to demonstrate these pillars in each customer interaction. The Human dimension is the individual human need expressed by the customer.

Coaching 136

Coaching Customer Care Customer Service Management 136

CCNG

MAY 27, 2021

Move to home-based agent program Moving from in center to work from home agents requires expertise in how to set up a work from home program that brings in best practices around training, performance management, WFM/WFO, quality assurance and coaching, technology, communication. culture, motivation, incentives, and employee engagement.

Consulting 195

Consulting Consulting Contact Center Gamification 195

CCNG

NOVEMBER 16, 2022

Customer centricity and transformational cost reduction can be realized through a passionate focus on the end-to-end experience and breaking through all of the barriers that stand in your way!

Customer Experience 195

Customer Experience CCNG Customer centricity Big data 195

ShepHyken

DECEMBER 14, 2018

The majority of CX practitioners in our research believe their organizations take a sensible approach towards training, ensuring that all employees receive regular information security coaching. It is especially encouraging to see the 23 percent of respondents who feel that teams should receive more frequent training.

Customer Experience 271

Customer Experience Government Coaching Customer retention 271

24-7 InTouch

MAY 11, 2021

Macroeconomic reasons like time zone and travel accessibility, as well as microeconomic factors such as infrastructure and population all play into the decision making process when it comes to outsourcing customer care services. . Benefits of Blendshoring. Benefits of Blendshoring. Cost-Effective Solutions. Hours of Operation.

Customer Care 52

Customer Care outsourcing Technical Support Contact Center 52

Myra Golden Media

JULY 31, 2019

In regards to your eLearning course, your coaching has immensely helped me with a few difficult calls these past three weeks. Anna Hoang, Customer Support Specialist I, Vertafore. “ Ligea Adsit, Former Supervisor, Customer Care, Thrifty Rent-A-Car System, Inc. You will not be sorry.”.

Coaching 166

Coaching Customer Care Customer Support Customer Service 166

BlueOcean

FEBRUARY 25, 2019

It’s a trend that has a significant impact on the customer care sector. There are very real service expectation differences between providing customer service to a one-off consumer versus a loyal member. In-person communications include side-by-side coaching, monthly one-on-ones, as well as and small focus groups.

Customer Experience 116

Customer Experience Coaching Feedback Customer Care 116

Myra Golden Media

MARCH 18, 2020

30-Minute De-escalation Online Class to Help Your Employees Get Angry Customers to Back Down, Even Customers Who Want a Supervisor – with Video Teaching, Simulations, Knowledge Checks, and Practice Interactions. In regards to your eLearning course, your coaching has immensely helped me with a few difficult calls these past three weeks.

Coaching 156

Coaching Customer Support Call Center Customer Care 156

CSM Magazine

OCTOBER 18, 2023

Zenarate expands its AI Coach language capabilities to 79, the most in the industry, and adds new agent feedback reporting for AI simulation training. The company’s AI Coach platform now supports 79 languages, the most options in the industry.

Coaching 59

Coaching Feedback Telecommunications First call resolution 59

BlueOcean

DECEMBER 8, 2020

This national sports association leads the US in governing and promoting one of the nation’s well-loved sports, including its annual pro championships, community involvement and coaching programs, charitable initiatives, and more. In the downloadable case study, discover how we: Pivoted to 100% remote recruiting, onboarding, and training.

Customer Care 62

Customer Care outsourcing Government Coaching 62

Calabrio

MARCH 5, 2025

A McKinsey survey revealed customer care leaders top growth priorities included customer experience improvement, technology implementation, and identifying revenue growth opportunities. By identifying these gaps, you can provide targeted coaching and training to improve individual performance and overall team effectiveness.

Best practices 52

Best practices Coaching Scripts Contact Center 52

CSM Magazine

DECEMBER 1, 2022

Customers of health-related products—such as over-the-counter medicines, dietary supplements, nutraceuticals, medical devices, wearables, and animal health products—typically have higher expectations of manufacturers than do users of other types of consumer products. Proactive outreach. Product recall support. Documentation of contacts.

Healthcare 52

Healthcare Customer Care CRM Self service 52

ShepHyken

MARCH 6, 2020

This week we feature an article by Patricia Fripp, executive speech coach and sales presentation skills trainer. She writes about how one negative interaction can affect the customer’s overall experience. At a time when every customer counts, we must never forget how our customers see us.

Customer Service 156

Customer Service Coaching Advertising Scripts 156

ShepHyken

JUNE 3, 2016

Patricia Fripp is a Hall of Fame keynote speaker, executive speech coach, sales presentation skills trainer, and on-line training expert. Read Shep’s latest Forbes Article: Man Versus Machine — The Self-Service Customer Service Revolution. . Mary knew that. Do your associates?

Customer Service 204

Customer Service Advertising Coaching Self service 204

The Northridge Group

NOVEMBER 30, 2021

The voice of the customer provides valuable feedback and associates should be coached to treat all customer feedback, including complaints, as a gift. A customer who complains at a restaurant about poor service allows the restaurant the opportunity to remedy the problem. Treat feedback as a gift.

Customer Experience 151

Customer Experience Airlines Coaching Finance 151

SharpenCX

NOVEMBER 11, 2020

Here’s what to expect in the future of customer service and how you can prepare your contact center for a new standard of customer care in a post-Covid climate. The Golden Rule of Customer Experience: Your Customer Experience Will Never Exceed Your Agent Experience. First up in the future of customer service?

Customer Care 67

Customer Care Customer Service Self service Coaching 67

Bill Quiseng

NOVEMBER 15, 2023

In the last two weeks, I explained the first and second QUI TAKEAWAYS: CX versus CXM, and customer service versus customer CARE. This week, I will explain the third QUI TAKEAWAY: customer service training versus customer CARE education. QUI TAKEAWAY: Don’t offer customer service training.

Education 97

Education Coaching Customer Care Customer Service 97

CSM Magazine

DECEMBER 14, 2023

Zenarate, the leader in AI Simulation Training for customer-facing agents, has announced the expansion of its AI Coach platform with the launch of Call Analyzer. For the first time, contact center leaders can seamlessly connect new agent training with live agent assessment and ongoing coaching on one comprehensive platform.

Coaching 52

Coaching Telecommunications First call resolution Contact Center 52

CCNG

OCTOBER 6, 2020

As a consultant Kerry Meyer is a CCNG Academy member helping members by sharing experience and knowledge in contact center and customer care. I knew then that the investment I made towards becoming a good virtual leader had paid off.

CCNG 195

CCNG outsourcing Surveys Coaching 195

ShepHyken

DECEMBER 5, 2022

Do you care about something your customer cares about? If you expect loyalty from your customers, you must demonstrate loyalty toward them. Centrical) Enterprises everywhere are transforming their frontline teams through interval learning and coaching, with a gamified approach. Second, find shared values.

Customer Service 187

Customer Service Gamification Customer Support Customer centricity 187