ShepHyken

OCTOBER 1, 2021

This week we feature an article by Jason Grills, Customer Support Expert at ProProfs , a company that provides software that empowers organizations to deliver happiness to their customers and employees. He writes about what automated customer service can do for your business. What is Automated Customer Service? .

Customer Service 410

Customer Service Chatbots Interactive Voice Response Customer Support 410

ShepHyken

SEPTEMBER 25, 2020

This week we feature an article from Gladly, a customer service platform. Learn how to best prepare your contact center for the holiday season. As the holidays fast approach, many companies are starting to think about how to maximize efficiency within their contact centers. 4) Make Processing Payments Easy.

Contact Center 292

Contact Center Upselling Personalization Sales 292

ShepHyken

JUNE 28, 2019

In the contact center industry, for example, there are fewer phone conversations going into customer support centers than in the past. But the phone conversations that are handled by human agents are generally becoming longer and more complicated as simpler inquiries are handled through self-service options.

Contact Center 291

Contact Center Self service Banking Airlines 291

Contact Center Pipeline

DECEMBER 29, 2022

Between supply chain issues, workforce shortages, natural disasters, and whatever is about to hit us next, disruption is everywhere – and it’s causing an abundance of unhappy customers.

Contact Center 298

Contact Center Customer Experience Customer Service Personalization 298

Myra Golden Media

APRIL 28, 2021

This morning I hosted a webinar for leaders of customer service departments and operations. I walked everyone through how to prepare customer service specialists to apply psychological tactics to bring down the temperature in interactions and de-escalate. I’m concerned about training my agents and supporting them.

Customer Service 317

Customer Service Morale Contact Center Call Center 317

ShepHyken

MAY 24, 2021

Each week I read a number of customer service and customer experience articles from various resources. How To Thank A Customer For Their Business | Tips, Tricks, & Budget-Friendly Ideas by Philipp Wolf. Shep Hyken is a customer service expert, professional speaker, and New York Times bestselling business author.

Customer Service 401

Customer Service Customer retention Contact Center Sales 401

ShepHyken

SEPTEMBER 6, 2021

Each week I read many customer service and customer experience articles from various resources. When Customer Care Isn’t Enough, Call the Customer Delight Brigade by Katie Deighton. Customer Service is SO Annoying (Tips to Make it Less So) by Jim Gilbert. Here are my top five picks from last week.

Customer Service 69

Customer Service Best practices Metrics Customer effort 69

CCNG

OCTOBER 26, 2024

Poorly managed contact center QA programs can lead to costly inefficiencies. The Efficiency Equation: Tackling Hidden Costs in Contact Centers Many contact centers today struggle with inefficiencies stemming from inconsistent processes and poorly defined performance standards.

Contact Center 195

Contact Center CCNG Calibration Average Handle Time 195

ShepHyken

JANUARY 29, 2021

They provide some tips and tricks to set your business up for success in the contact center. Daunting as it may appear, keeping your customers happy is an attainable goal — when you put your mind to it. Following best practices and applying hacks has proven fruitful for a lot of contact centers.

Best practices 249

Best practices Contact Center Interactive Voice Response Call Center 249

ShepHyken

APRIL 5, 2021

Each week I read a number of customer service and customer experience articles from various resources. Balancing Humanization and Digitization: 3 Key Customer Service Trends by Jordy Leiser. Here are three customer service trends brands should prepare for in 2021. Start listening today!

Customer Service 321

Customer Service Contact Center Self service Customer Experience 321

CCNG

JANUARY 8, 2025

If doing the same thing led to a different outcome, the current contact center concept and setup would still be wildly successful. Instead, CX leaders are beset with challenges on all fronts, from labor to customer expectations and legacy tech. phone, chat, email) operates in silos.

Contact Center 195

Contact Center CCNG Enterprise Technology 195

CCNG

NOVEMBER 9, 2021

Hosted contact center software offerings continue to grow in number and sophistication, while legacy players rush to transform their products accordingly. The way humans describe their customer service needs vary widely from business to business, and they vary massively from person to person.

Contact Center 259

Contact Center CCNG Contact center software Finance 259

CCNG

JULY 10, 2024

Introduction Contact Centers are transforming rapidly to meet the demands of a digital age. Navigating through technological advancements and shifting customer expectations, staying updated with the latest trends is no longer a luxury—it’s a necessity. Implementing GenAI requires a thoughtful approach.

Contact Center 195

Contact Center Gamification Brand ambassadors CCNG 195

ShepHyken

APRIL 9, 2021

Did you know 90% of Americans consider customer service as the key factor when deciding whether to do business with a company? If you’re a customer-focused organization, you need to prioritize customer service. Customer Service Telephone Skills to Master. Customer Service Telephone Skills to Master.

Customer Service 369

Customer Service Scripts voip contact center solutions 369

ShepHyken

JULY 12, 2021

Each week I read many customer service and customer experience articles from various resources. The Top Customer Service Trends: Digital Channels Overtake Service Options by Phillip Britt. Customer Service Competency Class Now a Requirement for Fordham Admission by Isabella Scipioni.

Customer Service 334

Customer Service Entertainment Coaching Self service 334

CCNG

AUGUST 28, 2024

While almost all industries are going digital, there’s one industry that is leading the charge in the digital revolution, i.e., Contact Centers. By rapidly embracing digital tools like AI, Analytics, and Automation, contact centers are completely changing how they function and deliver customer experience.

Contact Center 195

Contact Center Interactive Voice Response Customer Experience CCNG 195

Callminer

SEPTEMBER 24, 2024

Learn more about how call centers have become omnichannel contact centers where customer needs are met through multiple channels, and AI-powered tools gather data and deliver real-time insights.

Contact Center 182

Contact Center Customer Service Call Center 182

CCNG

DECEMBER 25, 2024

In the dynamic landscape of CX providers and contact centers, communication and customer service plays a pivotal role in ensuring customer satisfaction. This is key because up until recently, chatbot technology was a source of frustration for many customers seeking answers to their questions and queries.

Contact Center 195

Contact Center CCNG Business Process Outsourcing Chatbots 195

CCNG

SEPTEMBER 11, 2024

The technological advancements of recent years have paved the way for transformative trends that are reshaping how contact centers operate, deliver services, and engage with customers. In this article, we will explore five important technical changes happening in contact centers.

Contact Center 195

Contact Center Technology CCNG First call resolution 195

Contact Center Pipeline

MAY 1, 2020

However, a snap poll conducted during a recent Gartner cohort of over 50 service and support leaders showed that only 15% have been able to move 100% of their staff to working from home. Work from home is the most effective form of workplace social distancing, as advised by governments and public health organizations. That […].

Contact Center 241

Contact Center Government Customer Service Call Center 241

ShepHyken

JULY 26, 2021

Each week I read many customer service and customer experience articles from various resources. Negative Employee Experiences Can Translate Into Poor Customer Service, Report Says by Emilie Shumway. (HR How to Build Customer Loyalty with a Thank You Page by Thomas Griffin. Sixty-four percent of U.S.

Customer Service 272

Customer Service Customer retention Contact Center Upselling 272

Callminer

DECEMBER 19, 2024

Artificial intelligence (AI) has been transforming the way contact centers operate, delivering tailored customer service to customers. Read about 5 examples of AI in the contact center here.

Contact Center 182

Contact Center Customer Service 182

CCNG

JULY 3, 2024

As companies worldwide strive to deliver exceptional CX while balancing other business-critical areas, they are embracing contact center outsourcing. By 2028, the market for contact center outsourcing is expected to grow at a CAGR of 5.66% (2023-2028), reaching USD 132.92

outsourcing 195

outsourcing Contact Center Airlines CCNG 195

ShepHyken

JULY 11, 2022

Each week I read many customer service and customer experience articles from various resources. 3 Ways to Create a Better Customer Experience That Increases Conversions by Joel Comm. Aircall) Data used in customer experience analytics can be drawn from any interaction between an organization and its customers.

Customer Service 62

Customer Service Average Handle Time Metrics Analytics 62

ShepHyken

AUGUST 19, 2019

Each week I read a number of customer service and customer experience articles from various resources. Which is Your CX Priority: Satisfied Customers or Profit? LinkedIn) What should your ultimate goal be when designing your customers’ experiences? Satisfied customers or profit. by Mary Drumond.

Customer Service 306

Customer Service Chatbots Contact Center Metrics 306

CCNG

AUGUST 9, 2023

It has the potential to revolutionize the way contact centers operate and deliver customer experiences if done correctly. While the possibilities are still being explored, there is so much opportunity presently for contact centers to take advantage of this technology. Because you are.

Contact Center 195

Contact Center Chatbots Education Technology 195

Contact Center Pipeline

DECEMBER 16, 2020

Customer service operations in the hardest-hit industries are still struggling to perform at the most basic level. Customers have taken to social media and have even reached out to the media to share accounts of their time-consuming efforts spent […].

Customer Service 263

Customer Service Accountability Customer effort Contact Center 263

Callminer

APRIL 30, 2020

Given the often-hectic nature of call-based customer support, it is not at all uncommon for conflicts to arise with confused or otherwise frustrated customers. For more information on improving the customer experience, download our white paper, Leveraging Emotion to Improve CX & Elevate Contact Center Performance.

Customer Service 273

Customer Service Scripts Construction Feedback 273

CCNG

SEPTEMBER 18, 2024

Poorly managed contact center quality controls can greatly impact your business, and the consequences are staggering. This article is the first in a series exploring the risks of substandard contact center QA practices. It’s the cornerstone of providing consistent, high-quality customer service.

CCNG 195

CCNG Customer Service Contact Center Feedback 195

CCNG

MAY 3, 2023

Amas Tenumah is a world renowned Customer Service expert who specializes in helping you emotionally connect with your employees and customers to build loyalty. CCNG long time member, Amas is the author of 4 books, keynote speaker and Founder of BXG Academy focused on “Digital Training for the modern Human”.

Contact Center 195

Contact Center CCNG Technology Personalization 195