CSM Magazine

JANUARY 2, 2025

In customer support, empathy works the same way. Customers want to feel valued, not processed. Empathy bridges that gap, turning frustrated customers into loyal advocates. Empathy bridges that gap, turning frustrated customers into loyal advocates. In customer support, empathy plays a similar role.

Customer Support 52

Customer Support Scripts Healthcare Feedback 52

ShepHyken

JULY 7, 2020

The Secret to Success is Good Customer Service. How to Use Customer Service Stories to Teach, Inspire and Reward. Shep Hyken interviews Patricia Fripp , CSP, CPAE, speech coach and customer service expert. About: Patricia Fripp , CSP, CPAE is an award-winning, Hall of Fame keynote speaker and speech coach.

Coaching 323

Coaching Customer Service Personalization Customer Experience 323

CSM Magazine

FEBRUARY 6, 2025

AI-powered co-pilots are the latest intelligent software tools designed to assist agents in delivering exceptional real-time support. Below, we explore how AI co-pilots are transforming the customer support landscape and evaluate some of the best solutions for your business.

Customer Support 52

Customer Support Chatbots Call Center Coaching 52

CSM Magazine

DECEMBER 23, 2024

However, for remote customer support teams, the lack of such tried-and-true workplace bonding mainstays may create a gap that is difficult to fill without becoming a bit more creative. Keeping your remote workforce engaged requires understanding how to make them feel supported. Let Your Customer Support Team Perform to the Max!

Customer Support 52

Customer Support Morale Coaching Personalization 52

ShepHyken

NOVEMBER 20, 2020

Only by delivering amazing customer service. By coaching to handle every situation amazingly well, you can improve reputation and get more sales/. Here, you’ll learn five insightful tips to transform your eCommerce customer service by investing in your team. How to avoid that if you’re running an eCommerce business? Strategies.

Customer Service 368

Customer Service Chatbots Education Feedback 368

TeamSupport

MARCH 17, 2022

That’s the idea behind the new and highly-requested Supervisor technology for TeamSupport’s Messaging and Live Chat product, a groundbreaking live chat feature that empowers managers to provide suggestions and coaching in real-time. However, Supervisor can go beyond coaching and calling in reinforcements. Reduce time to resolution.

Customer Support 97

Customer Support Coaching Management Customer Experience 97

ShepHyken

DECEMBER 10, 2019

Be there to empower and coach your employees through those bad days. AI is great for handling simple tasks, but customers crave empathy when dealing with their most personal problems. Quotes: “Model the behavior of your best employees and coach the rest of your employees to that behavior.” – Joel Makhluf.

Coaching 263

Coaching Contact Center Analytics Call Center 263

NobelBiz

OCTOBER 31, 2023

Understanding this dynamic is crucial, especially when customers are facing their most challenging times. When the pressure rises, here’s how to elevate your customer support to the next level, solidifying trust and cementing loyalty. Timing is not just a skill; it’s the heartbeat of outstanding customer support.

Customer Support 104

Customer Support Contact center software Call Center Analytics 104

ShepHyken

JULY 12, 2021

My Comment: When it comes to customer support and contact centers, the people at Sharpen CX are pretty sharp. Create a good coaching and training program. Pun intended!) This article suggests three “projects” to consider. Even if you’ve already done any of them, they are the kinds of projects you resurrect every year or two.

Customer Service 327

Customer Service Entertainment Coaching Self service 327

TeamSupport

JULY 31, 2023

The data collected in your customer support department does not begin and end with customer support personnel. The benefits of the data collected here touches every other aspect of your business including hiring, product support, marketing strategy, and more.

Customer Support 97

Customer Support Metrics Coaching Marketing 97

Myra Golden Media

JULY 2, 2019

. –So you can deal with demanding customers with ease and confidence, even if you never saw yourself as good at handling intense customers. “In 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.

Coaching 264

Coaching Feedback Customer Support Management 264

TeamSupport

AUGUST 26, 2020

In Part 1 of this blog series on how to use reports from your B2B customer support software solution to interpret key data and implement strategies as a result. Next, we explore how to use reporting to determine how happy your customers are and what to do if they’re not.

B2B 98

B2B Customer Support Coaching Metrics 98

TeamSupport

SEPTEMBER 16, 2020

In Part 1 and Part 2 of this blog series based on the whitepaper co-produced by ServiceXRG and TeamSupport, we introduced the concept of how to position the investment in customer support as a strategic value aligned to current business practices and target outcomes, and about the evolving role of B2B customer support.

B2B 89

B2B Customer Support Strategic Value Customer retention 89

TeamSupport

JANUARY 12, 2021

ServiceXRG and TeamSupport have joined forces to create a comprehensive study of the Support industry that is now available for download. The shift to subscription fundamentally changes the financial relationship with customers from pay-upfront to own products, to a pay-as-you-go to use products. Key Imperatives for Support.

B2B 86

B2B Customer Support Technical Support Coaching 86

TeamSupport

OCTOBER 14, 2020

In Part 1 of this blog series, we introduces why it’s more important than ever to revisit how to keep customer support teams engaged with each other and what tools will help enable collaboration and keep agents motivated and excited about providing excellent support to their customers. We couldn’t agree more!

Customer Support 98

Customer Support Call Center Coaching Consulting 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

Help Scout

AUGUST 31, 2021

Customer support representative is one of the most common jobs on the market for individuals looking to work in technology, so the job description you write for your open role needs to be exceptional in order to attract applications from exceptional candidates. Our customers are at the heart of what drives us as a company.

Customer Support 96

Customer Support Coaching Marketing Customer Service 96

TeamSupport

SEPTEMBER 14, 2020

In Part 1 of this blog series, we introduced the concept of how to position the investment in customer support as a strategic value aligned to current business practices and target outcomes—based on the whitepaper co-produced by ServiceXRG and TeamSupport. Now in Part 2, we’ll talk about the evolving role of B2B customer support.

B2B 81

B2B Customer Support SaaS Strategic Value 81

AWS Machine Learning

MAY 9, 2024

In this post, we describe the development of the customer support process in FAST incorporating generative AI, the data, the architecture, and the evaluation of the results. Conversational AI assistants are rapidly transforming customer and employee support.

Engineering 129

Engineering Customer Support APIs Government 129

Customer Service Life

OCTOBER 13, 2020

I recently wrote an article about a new quality process where I coached my team without showing them a score. So far it’s going great and the team has been receptive to the coaching. Empowering the customer. Leaving complete account notes for the next person who interacts with the customer. History lesson.

Accountability 185

Accountability Customer Service Coaching Contact Center 185

Toister Performance Solutions

NOVEMBER 14, 2024

Phone-Based Customer Service focuses on essential phone skills: Building rapport Exceeding expectations Solving problems The course is ideal for anyone who serves customers over the phone. This includes contact center agents, customer support representatives, and office receptionists.

Customer Service 92

Customer Service Coaching Best practices Contact Center 92

TeamSupport

NOVEMBER 11, 2020

It offers a portfolio of in-depth research and expert coaching services to help companies pursue Service Excellence and embrace Customer Success. Founded in 2004, the organization works with the world’s leading technology companies to transform and optimize service outcomes. Learn more at servicexrg.com.

Customer Support 98

Customer Support Coaching Education Engineering 98

CX Accelerator

JUNE 8, 2020

In contact centers, where calls are traditionally recorded, there’s a ton of voice of customer insight readily available — one only needs to take the time to listen. The tone of the customer conveyed their sentiment about the issues.

Surveys 345

Surveys Contact Center Consulting Consulting 345

ShepHyken

OCTOBER 4, 2022

In customer service, different teams, such as the customer support team, the social media department, and the sales team, have their individual roles. Still, the goal must be unified to win the customer over with an amazing experience. What is the link between soccer and customer service?

Brand ambassadors 164

Brand ambassadors B2C Coaching B2B 164

ShepHyken

APRIL 27, 2020

.” 15 Customer Service Strategies To Help You Deliver A 5-Star Experience by Forbes Coaches Council. Forbes) If your company is struggling, transforming your customer support into a 5-star experience can inject new life into your business. Try these 15 tips from the members of Forbes Coaches Council.

Customer Service 166

Customer Service Government Coaching Customer Experience 166

ShepHyken

DECEMBER 16, 2019

My Comment: Here’s another article that focuses on employee engagement, but this time on the front-line customer support agents. My favorite of these three points is number three on “micro-coaching.” One-to-one coaching from a manager is powerful. ” (And, not because it includes a quote from me.).

Customer Service 209

Customer Service Employee engagement Coaching Customer centricity 209

TeamSupport

AUGUST 24, 2020

Determine if the trends indicate a development issue—such as multiple tickets regarding the same technical problem—or a customer agent training issue that can be helped with some one-on-one coaching.

B2B 97

B2B Customer Support Coaching Metrics 97

ShepHyken

DECEMBER 5, 2022

Cleaning a Toilet vs. Calling Customer Support: 3 Factors Impacting the Customer Experience by Eric Smuda. This is a financially driven, inside-out view of customer support and not an outside-in, customer-centric approach. Seven Ways to Fix the Root Causes of Customer Experience Complaints by Elaine Roche.

Customer Service 181

Customer Service Gamification Customer Support Customer centricity 181

Steve DiGioia

SEPTEMBER 16, 2016

I recently met with Brock Fisher, the National Manager of Customer Support at LITTLE, to discuss his approach to customer service. Ben Motteram : Hi Brock, one of the things that has really impressed me about LITTLE Real Estate is their commitment to customer service.

Real estate 257

Real estate Customer Experience Journey mapping Employee engagement 257

OctopusTech

FEBRUARY 21, 2025

Call Whispering and Live Coaching Your frontline agents will often need support during a call, whether they are addressing the needs of a prospect or an existing client. With call whispering and live coaching, the call agents get all the support they need without the customer on the other end knowing.

Call Center 62

Call Center Interactive Voice Response virtual call center Coaching 62

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

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

Peter Lavers

FEBRUARY 27, 2018

Amongst all the hype of customer experience, AI, chatbots and real-time personalisation, don’t forget that staff still need excellent customer service training – no matter how successful your company is right now! When customer support representatives start at a company, they usually get a bit of training upfront.

Customer Service 249

Customer Service Coaching Chatbots Best practices 249

TeleDirect

MARCH 13, 2025

A: Training duration varies by industry, but a 1-2 week structured program with ongoing coaching is recommended. Q5: Should training programs be customized for different call center roles? A: Yes, customer support, sales, and technical support agents require different skill sets and tailored training modules.

Best practices 62

Best practices Call Center Customer Service Average Handle Time 62

ShepHyken

DECEMBER 27, 2021

It’s gotten so bad that call centers have been described as free “psychological counseling centers” for distraught customers. My Comment: And speaking of AI, here’s how AI can help customer support agents versus interacting with customers. 9 Must Read Books for Marketers to Start 2022 by Drew Neisser.

Customer Service 188

Customer Service Coaching Marketing Call Center 188

Calabrio

FEBRUARY 14, 2025

Focus on smart training & coaching A well-trained workforce is key to delivering high-quality service, but effective training doesnt have to be costly. By strategically identifying the right moments to coach agentswithout compromising staffing levelsyou can maintain customer support efficiency.

Contact Center 52

Contact Center Average Handle Time Upselling Coaching 52

Balto

JANUARY 6, 2025

Insightful Data-Driven Reports: Track long-term quality trends and assess coaching effectiveness through comprehensive reports. Zoho Desk Zoho Desk is a cloud-based QA platform that enables call centers to manage customer support tickets, customer satisfaction analysis tools, and advanced agent scoring techniques.

Call Center 52

Call Center Coaching Surveys Contact Center 52