CX Global Media

AUGUST 9, 2018

And I was actually very frustrated how today’s support is really risk prone and error prone when it comes to pronunciations of names. So, what we do is we don’t treat customer support as a cost equation – we treat it as experience equation. When it comes to describing problems, streets so on and so forth.

Customer Support 149

Customer Support Contact Center Coaching APIs 149

ShepHyken

MARCH 25, 2019

The author’s closing sentence: Surpass your customers’ expectations by training your empathy muscle, planning your time, listening actively and going the extra mile. Human-Centered Customer Support by HubSpot & HelpScout. Hubspot) We’re bringing you tactics for creating a human-centered customer support strategy.

Customer Service 283

Customer Service Surveys Customer Experience Customer Support 283

Spearline

SEPTEMBER 23, 2021

The most efficient conference, in general, is one in which all participants are connected from different locations. Where individual phone numbers do not have a restriction, network capacity constraints can also hinder access to the conference. Conferencing interaction differs from face-to-face interaction.

Wireless 75

Wireless voip Feedback Technology 75

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 385

B2B Journey mapping B2C Telecommunications 385

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. Retrieved from Evaluagent, Oct.

Customer Support 98

Customer Support Call Center Coaching Consulting 98

Talkdesk

MAY 19, 2020

That’s where you come in — it is up to customer service professionals like you to meet and exceed customer expectations. Follow these nine easy steps to become the best at-home customer support agent for your customers: 1. Your caller will thank you for it and your customer satisfaction (CSAT) scores will rise.

Customer Support 96

Customer Support Contact Center Sales Customer Experience 96

UJET

APRIL 16, 2020

With more and more support agents either currently working from home or transitioning into a remote environment, a customer support organization leveraging cloud contact center software can provide laptops to remote agents or have agents access the platform through an installed application or internet browser on their own computer.

Customer Support 90

Customer Support Wireless Accountability Contact center software 90

ShepHyken

MAY 2, 2018

The short version of my story is this: At a recent conference, the client gave their speakers a gift – a backpack filled with swag that included fancy water bottles, fleece pull-overs and more. Too many times I’ve asked a customer support rep a question and didn’t like the answer. He was horrified at what I experienced.

Customer Service 226

Customer Service Customer Support Management 226

Beyond Philosophy

FEBRUARY 15, 2024

Proactivity also shows customers they can trust you to do what you say you will. In addition, an honest look at how operationally you treat customers can help. Streamlining support processes or troubleshooting in these cases can do a lot to evoke the proper emotions. Click here. Thanks for reading, we appreciate you!

Customer emotions 221

Customer emotions Call Center Customer Experience Customer Support 221

CX Accelerator

NOVEMBER 26, 2019

Ryan Freeland, a Design Strategist at MHI, shared that his team produced a mini-conference to teach their partners design thinking and work together to find solutions to the biggest challenges their organization faces. Lauren Volpe took the helm as CXO at QuadPay, and Brittany Naylor joined Evernote as Manager of Customer Support.

Airlines 243

Airlines Contact Center Education Service level 243

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. Shep’s an author, speaker and thought leader on all things customer service. Customer Service Podcast Hosts.

Chief Customer Officer 141

Chief Customer Officer Customer Service Consulting Consulting 141

ShepHyken

OCTOBER 19, 2020

My Comment: My buddy and fellow CX expert, John DiJulius, puts on an amazing customer service and CX conference every year. CCW Digital) Just as our everyday lives have changed in significant and unprecedented ways, so has the world of customer support. This is the recap of the second week.

Customer Service 205

Customer Service Chatbots Metrics Wait times 205

Inbenta

MARCH 15, 2021

Ticketing software is used to record and track customer support requests. It offers features that enable users to prioritize requests, automate workflow and the assignment of tasks, and monitor the progress of requests as they make their journey through the support procedure.

Customer Support 81

Customer Support Management Chatbots voip 81

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 88

Customer Support Education Feedback Construction 88

ShepHyken

AUGUST 29, 2017

First Up: Shep Hyken’s opening comments focus on introducing Nick Francis and his company Help Scout, and the recent fireside chat they had at a recent customer service and support conference. They discuss how important customer service is to your business and why it’s vital to set yourself apart from your competition.

Customer centricity 94

Customer centricity Advertising Feedback Customer Service 94

ShepHyken

APRIL 20, 2018

Read Shep’s latest Forbes Articles: Oracle’s Modern Customer Conference Provides Plenty Of Lessons. Getting Customer Support From Companies Will Be Easier In 2018. The post Guest Blog: How Online Reviews Fit into the Customer Experience appeared first on Shep Hyken.

Customer Experience 204

Customer Experience Benchmark Education Surveys 204

Customer Service Life

AUGUST 1, 2022

Thinking back to the early days of my first management role in a small contact center, I can remember one day when a newly-hired customer support agent came over to my cubicle for what had to have been the twentieth time to ask me yet another question. I now refer to this concept as “internal customer support.”.

Contact Center 84

Contact Center Customer Support Engineering Airlines 84

ShepHyken

JANUARY 6, 2020

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. That said, ROX can apply to any part of the customer experience. 6 Ways to Upgrade Your Customer Experience in 2020 by Gene Hammett.

Customer Service 200

Customer Service Journey mapping Contact Center Customer Experience 200

ShepHyken

MAY 14, 2018

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). While the short article and video is focused on the consumer, imagine what the experience would be in a customer service role. It’s is a hilarious sketch about customer support/call centers.

Customer Service 192

Customer Service Call Center Customer Experience Customer Support 192

ShepHyken

MARCH 20, 2017

(HDI) Sometimes, when things go wrong, when you are to blame for a problem, or when a customer is rightfully aggrieved, all you can offer is an apology, so you really must learn to do it right. Here are three tips for writing a heartfelt apology to a customer. This is a short article about how to apologize. It’s simple.

Customer Service 189

Customer Service Scripts Customer Care Sales 189

UJET

APRIL 16, 2020

With more and more support agents either currently working from home or transitioning into a remote environment, a customer support organization leveraging cloud contact center software can provide laptops to remote agents or have agents access the platform through an installed application or internet browser on their own computer.

Customer Support 72

Customer Support Wireless Accountability Contact center software 72

ShepHyken

DECEMBER 9, 2019

How a customer service project is helping Southwest Airlines realise its 360-customer vision by Nadia Cameron. CMO) VP of customer support services talks through its latest customer technology transformation. 5 Ways Elite Brands Are Setting the New Standard for Customer Experience by Janelle Estes.

Airlines 136

Airlines Customer Service Customer centricity Call Center 136

Nicereply

JULY 9, 2019

Sure, your best performing customer support agent is a true subject matter expert with sharp instincts for capturing feedback with valuable customer insights that drive revenue through product improvements. As an customer support agent, the IC is going to have a routine workflow with minimal variance from day-to-day.

Customer Support 81

Customer Support Coaching Personalization Self service 81

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

Solvvy

APRIL 2, 2020

You’re used to having your customer support team close at hand—but due to recent COVID-related initiatives, it’s now likely that your team is planning on working remotely for at least a few weeks, possibly longer. The support tickets are piling up, and customers are getting frustrated. Focus on wellness.

Customer Support 62

Customer Support Management Self service voip 62

Customers That Stick

DECEMBER 18, 2014

I had to learn how to plan and conduct conferences during which we would have constructive conversations about individual and parent-teacher “team” objectives and desired outcomes. Tell us how one outside influence impacted your customer service or customer experience thinking.

Customer Experience 162

Customer Experience Construction outsourcing Education 162

CX Accelerator

NOVEMBER 26, 2019

Ryan Freeland, a Design Strategist at MHI, shared that his team produced a mini-conference to teach their partners design thinking and work together to find solutions to the biggest challenges their organization faces. To name a few, , Jeremy Hyde stepped into a new role leading customer experience for Sun Country Airlines.

Airlines 182

Airlines Contact Center Education Service level 182

CX Accelerator

NOVEMBER 26, 2019

Ryan Freeland, a Design Strategist at MHI, shared that his team produced a mini-conference to teach their partners design thinking and work together to find solutions to the biggest challenges their organization faces. To name a few, , Jeremy Hyde stepped into a new role leading customer experience for Sun Country Airlines.

Airlines 182

Airlines Contact Center Education Service level 182

ShepHyken

DECEMBER 10, 2023

10 Questions Every Business Leader Should Ask About Customer Retention by Samuel Wilson (Forbes) Many of you can probably recall an experience of sitting in a big conference room with the quarterly review slides and questioning why growth isn’t higher. Using video when interacting with customers has many benefits.

Customer Service 166

Customer Service Customer retention Advertising Contact Center 166

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. His recent piece on why Companies Can’t Afford to Leave Customer Insights on the Table is a must read! Chase Clemons, Head of Customer Support at 37 Signals.

Customer Service 251

Customer Service Chief Customer Officer Contact Center Consulting 251

ShepHyken

FEBRUARY 12, 2024

If you don’t understand how they think about purchases and support, it’s time to learn. For example, Gen Z prefers to solve their own problems (self-service customer support), and 52% of Gen Z won’t buy from a brand with bad self-service. Our customer service and CX research confirm this.

Customer Service 180

Customer Service Self service Personalization Customer retention 180

Call Center Weekly

APRIL 10, 2018

At that point, we need to confer with another source. So, the next time you run into a problem, and need to call customer support for additional help, please consider these points when you make your call. Please, bear with us. Know that we are working to resolve the issue A.S.A.P!

Contact Center 136

Contact Center Customer Support Customer Service 136

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. Additional Resources.

Contact Center 120

Contact Center Chief Customer Officer Employee engagement Call Center 120

Nicereply

JANUARY 9, 2020

When asked about staying up-to-date on trends, Fronts head of customer support Kenji Hayward mentioned support communities and conferences: “I stay updated through tight-knit support communities, for example Support-Driven. Front’s advise for your customer support. “If

Feedback 98

Feedback Employee engagement Surveys Customer Support 98

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? CONTACT: Melanie Dixon (866) 896-2874.

Customer Support 52

Customer Support Telemarketing Telecommunications Contact Center 52

ROI CX Solutions

DECEMBER 16, 2024

Key takeaways Plan ahead: The holidays are a busy time for customer support teams. Prepare your contact center agents ahead of time to keep up with customer demands. Forecast demand: Use historical data and leverage AI technology to forecast holiday call volume and customer needs.

Contact Center 52

Contact Center Interactive Voice Response Average Handle Time outsourcing 52

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