TeamSupport

APRIL 10, 2020

Especially in an era of remote work, it can be difficult to manage the morale of your customer support team. After all, a support agent isn’t a career choice for professionals who are afraid to talk to people. Let’s look at some ways keeping customer support morale high influences CX (customer experience) and reduce churn.

Morale 85

Morale Customer Support B2B Customer centricity 85

Beyond Philosophy

FEBRUARY 15, 2024

In my early work with Customer Experience , the Chair of Consumer Psychology in the UK told me that there were around 150 emotions, which all vary to some degree. As part of this exercise, choosing an emotion that drives value for your customers is essential. To see specifics, refer to the graphic below.) Click here.

Customer emotions 221

Customer emotions Call Center Customer Experience Customer Support 221

Nicereply

FEBRUARY 22, 2023

Robust career pathing in customer support is critical. In our conversation, Erin Willis , Program Manager of Vendor Management at ClassPass , shares their support story. Let’s explore how others can use their experience to shape programs that professionally develop support agents.

Customer Support 52

Customer Support Technical Support SaaS Coaching 52

Talkdesk

MAY 19, 2020

Contact centers are handling higher customer demands as call volumes peak and the customer experience (CX) bar continually rises. As customer demands rise, companies who have adopted a work-from-home (WFH) model must build a team of at-home support agents to provide top-notch customer experience (CX).

Customer Support 96

Customer Support Contact Center Sales Customer Experience 96

Call Experts

FEBRUARY 19, 2020

How focussed are you on improving customer experience (CX). What is customer experience? CX is the sum of all the moments your customers share during their entire customer journey. Improving this experience is about developing an emotional connection to create a brand perception of your company.

Customer Experience 80

Customer Experience Journey mapping Self service Interactive Voice Response 80

Call Experts

JANUARY 29, 2020

Often, companies use analytics and dashboards to optimize programs, create custom reports, understand team workflows, analyze different trends, and keep the team focussed and happy. With all of these items to monitor, it’s easy to forget to prioritize your customer’s journey. . How can you monitor your customer experience?

Customer Experience 78

Customer Experience Journey mapping Contact Center Interactive Voice Response 78

Call Experts

JUNE 22, 2021

For the 12th year, the contact center earns this prestigious award of excellence based on outstanding customer support. Call Experts was presented with the award at ATSI’s 2021 conference in Kansas City, MO. How is this customer support award is deligated? Says ATSI President Tifani Leal.

Customer Support 52

Customer Support Telemarketing Telecommunications Contact Center 52

Customers That Stick

DECEMBER 18, 2014

Customer Service < Customer Experience. Tell Us More About Yourself… What was your first job and what did you learn about customer service in it? Tell us how one outside influence impacted your customer service or customer experience thinking. Paper > Plastic. Mac > PC.

Customer Experience 162

Customer Experience Construction outsourcing Education 162

ShepHyken

JANUARY 30, 2023

According to the State of Experience & Service Report, here are the most important customer-centric objectives for 2023: Analyzing and using customer feedback. Improving the quality of customer support experiences. Creating frictionless experiences, especially across different channels.

Healthcare 156

Healthcare Customer centricity Best practices Customer Service 156

Fonolo

APRIL 23, 2019

And we at Fonolo know how to kick things off: We’ll be exhibiting at the highest-rated event for contact center professionals: ICMI’s 2019 Contact Center Expo and Conference, taking place May 13-16 at The Diplomat Beach Resort in Hollywood, Florida. VPs & Directors of Customer Experience.

Contact Center 57

Contact Center Education Call Center Customer retention 57

ShepHyken

MARCH 25, 2019

Each week I read a number of customer service and customer experience articles from various resources. How Blending Brand And Culture Can Impact The Customer Experience by Chris Cancialosi. Forbes) Customer experience is a memory. Survey: Customer experience trends 2019 by Lynne Capozzi.

Customer Service 271

Customer Service Surveys Customer Experience Customer Support 271

Customer Guru

AUGUST 8, 2018

Customer experience (CX) is the relationship of a customer with a business at all touchpoints during the period of the customer journey. It is widely said that customer experience is the next battleground for organizations. Adam is a globally recognized expert on customer experience.

Customer Experience 130

Customer Experience Chief Customer Officer Consulting Consulting 130

ShepHyken

FEBRUARY 12, 2024

Each week, I read many customer service and customer experience articles from various resources. If you don’t understand how they think about purchases and support, it’s time to learn. Our customer service and CX research confirm this. They asked Dan Gingiss to share some of his customer experience wisdom.

Customer Service 168

Customer Service Self service Personalization Customer retention 168

Taylor Reach Group

APRIL 25, 2018

At Taylor Reach Group, we have compiled a list with hundreds of expos, conferences and summits focused on the Call Center, Contact Center and/or Customer Experience. And learn more about exciting new technology that’s revolutionizing customer experience. SOCAP New England Chapter – May 3, Enfield, CT.

Contact Center 62

Contact Center Call Center Customer Experience outsourcing 62

Call Experts

JULY 17, 2019

Customer churn and retention are two of the most important considerations for your customer experience strategy. Successful companies understand the impact of engagement with their base and the influence of a well-mapped customer journey on their bottom line. Customer experience must always be a focus for your company.

Customer Experience 66

Customer Experience Customer retention outsourcing Call Center 66

Call Experts

MAY 8, 2019

Customer success analytics tools are essential for growing businesses. As technology advances and improves, experienced business experts are discovering that AI is the best tool for transforming the Digital Customer Experience. 45% enhancements in customer ratings. 95% growth in the numbers of new customers.

Customer Experience 65

Customer Experience outsourcing Call Center Virtual Agent 65

Call Experts

JUNE 5, 2019

There is a connection between employee experiences and customer experiences. Upset or frustrated employees are likely to affect your business and lead to unsatisfied customers. Employee experiences are connected to customer experiences. Use AI to enhance the customer experience journey.

Customer Experience 60

Customer Experience outsourcing Call Center Answering services 60

SmartKarrot

AUGUST 16, 2021

The magic of customer experience has enveloped us with its virtues and values. That is when where forums, workshops, and conferences play a pivotal part in imparting experience as well as education to people. Digital Customer Experience Strategies Summit DX Summit. So here we go! Table of Contents.

Customer Experience 11

Customer Experience B2B Big data Analytics 11

ShepHyken

JUNE 19, 2019

Perhaps the biggest friction point of all with customers is making them wait and disrespecting their time. I recently shared the stage with Jeff Nicholson, global head of CRM for Pegasystems, at the PegaWorld users conference in Las Vegas. Our discussion was all about eliminating friction, especially in the customer support world.

Customer Service 330

Customer Service Self service CRM Customer Support 330

TechSee

AUGUST 14, 2023

This list is an homage to the business leaders and influencers pushing the envelope when it comes to innovation in customer experience and customer service. In addition, he is also a best-selling author, Forbes contributor, blogger & podcaster, and frequent conference speaker.

Customer Service 207

Customer Service Customer centricity Contact Center Consulting 207

Nicereply

MARCH 23, 2021

Blake Morgan – Influencer, Customer Experience Consultant and all around smart lady, Blake’s been sharing her knowledge as a Forbes contributor for years, host of The Modern Customer Podcast. Sarah Hatter – Founder of the Elevate conferences (Support, Women and Leadership themed conferences each year.

Chief Customer Officer 141

Chief Customer Officer Customer Service Consulting Consulting 141

customer sure

NOVEMBER 27, 2023

We’re delighted to announce that CustomerSure has been named as a finalist in the Trusted Quality Provider category at the Institute of Customer Service ‘UK Customer Satisfaction Awards’ for 2024. as they make it so enjoyable and easy – a very humble team doing great things.”

Healthcare 62

Healthcare Feedback Surveys Marketing 62

Solvvy

SEPTEMBER 25, 2019

So you just got back from a conference and stopped by the trade show booths during that dead time between sessions. While similar analyses can be run for any type of technology, we’ll focus here on our sweet spot: customer support solutions. Consider questions such as: Are you seeing a reduction in support ticket volume?

Customer Support 48

Customer Support Technology Self service Metrics 48

ShepHyken

OCTOBER 19, 2020

Each week I read a number of customer service and customer experience articles from various resources. What Is Voice of the Customer and What Does it Mean for Customer Experience? 37 Customer Experience Statistics You Need to Know for 2021 by Toma Kulbyt?. by Scott Clark.

Customer Service 193

Customer Service Chatbots Metrics Wait times 193

ShepHyken

DECEMBER 9, 2019

Each week I read a number of customer service and customer experience articles from various resources. 10 Customer-Centric Questions to Create Irresistible Value by Josh Linkner. How a customer service project is helping Southwest Airlines realise its 360-customer vision by Nadia Cameron.

Airlines 177

Airlines Customer Service Customer centricity Call Center 177

Kayako

OCTOBER 8, 2015

Founder of CoSupport , and host of UserConf, the only customer support conference, Sarah Hatter will be joining Sarah Chambers, Head of Support here at Kayako for a webinar on Thursday 15th October to discuss the common communication mistakes support teams make. Conquer your support mistakes.

Customer Support 90

Customer Support Self service Customer Service Customer Experience 90

ShepHyken

JANUARY 6, 2020

Each week I read a number of customer service and customer experience articles from various resources. This excellent article from the good people at CCW, who put on several amazing conferences for the customer support world cover eight strategies in the contact center.

Customer Service 260

Customer Service Journey mapping Contact Center Customer Experience 260

TechSee

JUNE 16, 2022

Whether they need help setting up a new device or to repair a damaged product, the way in which these interactions are handled are at the heart of customer satisfaction. This list is an homage to the business leaders and influencers pushing the envelope when it comes to innovation in customer experience. Follow on LinkedIn.

Customer Service 252

Customer Service Chief Customer Officer Contact Center Consulting 252

Kayako

FEBRUARY 28, 2018

To help you build your own customer support training program, I’ve collected some key insights from managers at other SaaS and tech-industry companies to help make sure you’re getting it right from the get-go. 3 Principles of a good customer support training program. Collaborate with your team. Set up documentation.

Customer Support 85

Customer Support Education Feedback Construction 85

Kayako

JULY 14, 2016

Finding and building a customer support team can be daunting. Many customer support managers and directors are busy supervising or providing customer support themselves, making it hard to find the time (and it does take a lot of time) to recruit. Customer Service Champions (the largest group).

Customer Support 48

Customer Support Consulting Consulting Personalization 48

Kayako

JANUARY 12, 2017

It’s easy to rush into 2017 without appreciating the good parts of 2016: there is now a lot of great content out there that supports you, the customer advocating superhero! How do you round off a year that’s been so good to the customer service industry? The Customer Delight Playbook , by Sujan Patel.

Customer Experience 79

Customer Experience Chief Customer Officer Customer centricity B2B 79

ShepHyken

MAY 14, 2018

Each week I read a number of customer service and customer experience articles from various resources. My Comment: This is one of the most incredible demonstrations of AI I’ve seen – direct from Google I/O 2018 (their developer’s conference). My Comment: Charity is part of the customer experience.

Customer Service 192

Customer Service Call Center Customer Experience Customer Support 192

Totango

MAY 17, 2024

A recent poll taken during the Higher Logic Super Forum SPARK conference in April says 61% of CS professionals sometimes use AI platforms alongside other systems, while 11% always leverage AI in various instances and workflows. Leveraging AI in customer support can significantly reduce customer effort.

Accountability 98

Accountability Government Chatbots Engineering 98

ijgolding

JULY 18, 2018

During the last ten years, I have attended many Customer Experience (CX) events around the globe. In the early part of that decade, I would always leave conferences with at least one ‘nugget’ of inspiration. Basic support resolution is not enough.

Customer Service 49

Customer Service Customer Experience Multichannel Customer Care 49

CX Global Media

JULY 9, 2019

Many organizations attempt to focus on the customer experience while neglecting to focus on their own employee experience. Conference Coverts to On-demand Learning. The Contact Center Virtual Summit is the only contact center conference that converts into an on-demand learning solution. Please Share.

Contact Center 120

Contact Center Chief Customer Officer Employee engagement Call Center 120

ShepHyken

MARCH 12, 2021

With air travel, in-person meetings and conferences curtailed right now, it is the only way businesses can sail through the pandemic revival stage. Also, enabling them with the right technologies that drive seamless interactions with your sales and customer support teams is equally important.

B2B 370

B2B Journey mapping B2C Telecommunications 370

Nicereply

JANUARY 9, 2020

Front uses Nicereply to collect CSAT on their support team’s email signatures: “What we like most is that we are able to integrate with Front so that the feedback ties directly back to the related conversation. This lets the support team have instant feedback on issues and can help us quickly address any negative customer experiences.”.

Feedback 98

Feedback Employee engagement Surveys Customer Support 98