TechSee

MAY 20, 2020

Two years ago, we cracked open the champagne when Gartner named TechSee as a Cool Vendor in its CRM Customer Support and Service Report. TechSee was honored as a pioneer in Computer Vision AI-powered Visual Assistance for customer service, based on our proprietary, multi-patented technology.

CRM 207

CRM Customer Service Enterprise Contact Center 207

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 332

Customer Service Self service CRM Customer Support 332

ShepHyken

AUGUST 5, 2019

Each week I read a number of customer service and customer experience articles from various resources. 3 Small Aspects Of ‘Customer Experience’ That Make A Big Competitive Difference by Gary Lyng. The future is digital, but to get customers to emotionally connect, it still takes some human interaction.

Customer Service 274

Customer Service Self service CRM Multichannel 274

ShepHyken

APRIL 30, 2021

As businesses struggled with frequent disruptions, customer service teams grappled with increasing call volumes from distressed customers, establishing the importance of empathic customer service for business continuity as well as growth. . Customer Service Trends For 2021 .

Customer Service 371

Customer Service Chatbots Analytics Upselling 371

TechSee

MARCH 11, 2025

AI is changing the customer service game. For service leaders across nearly every industry, AI is the key to scaling smarter, driving revenue, and keeping customers loyal. AI is more than automation—intelligent decision-making transforms service operations. The result?

Customer Service 109

Customer Service Education Self service CRM 109

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 366

Customer Service Scripts voip contact center solutions 366

CCNG

JANUARY 29, 2025

A KMS allows agents to follow step-by-step workflows, use decision trees, and access talk tracks seamlessly while assisting customers. Some KMS can be integrated with a CRM and other software platforms Analytics and Insights: Basic knowledge bases may track how often something is accessed, KMS platforms go further.

Multi-channel support 311

Multi-channel support CCNG Management Contact Center 311

ShepHyken

JANUARY 28, 2022

This week we feature an article by Joy Gomez, founder of Field Promax , a company that helps organizations streamline and standardize their workflow, manage teams, communicate with customers, process work orders digitally, and grow their business. He shares the 5 ways a CRM can influence the customer and business part of your organization.

CRM 183

CRM Sales Feedback Customer Support 183

PeopleMetrics

JANUARY 24, 2025

In Listen or Die , I emphasized that customer service (CS) and customer experience (CX) are not interchangeable. CS: Defining the Difference As a reminder: Customer Experience (CX) : The total sum of every interaction a customer has with your company, spanning digital platforms, product usage, service touchpoints, and more.

Customer Service 118

Customer Service Chatbots Journey mapping Feedback 118

ShepHyken

MARCH 27, 2023

Each week, I read many customer service and customer experience articles from various resources. 3 Digital Marketing Strategies That Can Improve Customer Retention by John Hall (Forbes) What happens if you gain 10 new customers but lose 20 from your existing client base? Most customer support agents care.

Customer Service 57

Customer Service B2B Customer retention CRM 57

ShepHyken

JUNE 20, 2018

Start comparing yourself to the best customer service companies you do business with. Today’s customers know what great customer service looks like. The companies and individuals who deliver amazing service set the benchmark for everyone. The concept of convenience is the new wave of customer service.

Customer Service 252

Customer Service Benchmark Chatbots CRM 252

ShepHyken

APRIL 20, 2021

The New Way to Take Care of a Customer: Autonomous Customer Service. How Autonomous Customer Service impacts the Customer Journey. Shep Hyken interviews Jeff Nicholson, Global Head CRM Product Marketing of Pegasystems. Almost half of the consumers believe that self-service is more convenient.

Self service 354

Self service CRM Customer Service Marketing 354

ShepHyken

FEBRUARY 9, 2018

This week we feature an article by Kristin Erikson writes shares great customer service training tips and ideas that will help your company build brand advocacy. Remember customer service training is not something you di, it’s something you do. – Shep Hyken. What is brand advocacy?

Customer Service 399

Customer Service Morale Sales Coaching 399

ShepHyken

AUGUST 12, 2019

Each week I read a number of customer service and customer experience articles from various resources. Everyone Hates Customer Service. Does everyone hate customer service? So, let’s find out why “everyone” hates customer service. Here are my top five picks from last week. This Is Why.

Customer Service 254

Customer Service CRM Customer Experience Surveys 254

ShepHyken

SEPTEMBER 15, 2024

Each week, I read many customer service and customer experience articles from various resources. Beat Your Best Quality Scores – 15 Quick Wins by Megan Jones (Call Centre Helper) Improving quality scores in customer service is an ongoing process that requires dedication, effective communication, and continuous training.

Customer Service 213

Customer Service Airlines Self service CRM 213

ShepHyken

JULY 3, 2020

He writes about how to best perform e-commerce customer service. Impeccable customer service helps you hit the hearts of your followers. After all, any good brand out there does not just only have customers. You can achieve that by providing the best customer service possible. Set Up a Knowledge Base.

Customer Service 235

Customer Service Multichannel CRM Advertising 235

Myra Golden Media

JULY 1, 2020

I’m sitting on my patio bursting with excitement to be telling you I’ve partnered with Microsoft and LinkedIn to help millions of jobseekers reskill to pursue customer service roles. million job openings for customer service positions (customer service specialist, customer satisfaction, CRM, and Admin analysis)?

CRM 78

CRM Customer Service Customer Experience 78

TeleDirect

MARCH 20, 2025

How to Improve Call Center Customer Service How to Improve Call Center Customer Service is a critical consideration for businesses striving to enhance customer satisfaction and build brand loyalty. Prioritize VIP customers or repeat callers to reduce wait times. Use positive and reassuring language.

Call Center 62

Call Center Multi-channel support Customer Service First call resolution 62

ShepHyken

AUGUST 23, 2021

Each week I read many customer service and customer experience articles from various resources. Frictionless Shopping Provides Enhanced Customer Experience, Retail Efficiencies by NVIDIA. How To Conduct the Best Customer Service Training (+ Top Training Programs) by Alejandra Zilak. Just kidding!

Customer Service 48

Customer Service CRM Marketing Customer Experience 48

Interaction Metrics

NOVEMBER 21, 2024

Improving customer service is more crucial than ever in 2024. Research shows that customers are 2.4 This blog will explore how to improve customer service, common pitfalls to avoid, and metrics that ensure your efforts are on the right track. Are customers noticing the changes?

Customer Service 62

Customer Service Metrics Journey mapping CRM 62

TeleDirect

MARCH 20, 2025

18 Call Center Tips for Delivering Exceptional Customer Service Delivering exceptional customer service is crucial for maintaining a strong brand reputation and ensuring customer loyalty. Prioritize Active Listening Active listening is crucial for understanding customer concerns.

Call Center 62

Call Center Abandon rate Customer Service First call resolution 62

TeleDirect

DECEMBER 24, 2024

Top 3 Trends Shaping Customer Service in 2025 Customer service is undergoing a revolutionary transformation as businesses adapt to evolving consumer expectations, technological advancements , and the competitive need for personalization. Q: How can small businesses implement proactive customer engagement?

Customer Service 62

Customer Service Analytics Airlines CRM 62

ShepHyken

DECEMBER 17, 2024

.” About: John Durocher is the Chief Customer Officer at Calix. He is widely acknowledged as an expert in customer relationship management (CRM) and has contributed numerous articles and papers to industry and academic publications.

Chief Customer Officer 156

Chief Customer Officer Surveys Feedback CRM 156

ShepHyken

NOVEMBER 25, 2022

She discusses the difference between transactional and relational customer service. Effective customer service should contribute to a positive relationship between the organization and the customer. Beyond convenience, customer service should develop customers’ sense of belonging and recognition.

Customer Service 206

Customer Service B2C B2B SaaS 206

CSM Magazine

FEBRUARY 6, 2025

A customer service roadmap is a strategic plan that outlines the goals, processes, and milestones needed to offer exceptional customer support. Why Do You Need a Customer Service Roadmap? 6 Key Steps to Building a Customer Service Roadmap 1. Start by defining your customer service philosophy.

Customer Service 83

Customer Service Journey mapping Wait times Self service 83

Blueship Call Center

DECEMBER 24, 2024

This is because customer service is the pulse of any successful business: brands and customers come into each other at the key point. Inbound call center services are the dynamic solution for enhancing customer interactions and ensuring they are satisfied.

Call Center 75

Call Center Customer Service outsourcing call center professionals 75

TeleDirect

JANUARY 17, 2025

Customer Service Skills: How to Handle Difficult Calls from Customers When working at the top call centers in the US , handling difficult calls from customers effectively is one of the most critical skills an agent can master. Key Customer Service Skills for Handling Difficult Calls 1.

Customer Service 71

Customer Service Call Center Average Handle Time Customer emotions 71

ShepHyken

FEBRUARY 12, 2019

A Social CRM. They discuss his company Nimble , the history of CRMs, customer service philosophies, and life. In Shep’s Opening Monologue… He considers the balance between the digital and the human experience in customer service. What is the history of CRM software?

CRM 269

CRM Sales Technology Personalization 269

ShepHyken

DECEMBER 9, 2022

He shares how you can align your customer’s journey with their brand expectations. The customer journey is essential to any company’s success. And in today’s digital age, customer service is now more important than ever before. What is a contact center CRM? . Reduced customer churn .

Sales 314

Sales CRM Contact Center Customer retention 314

JustCall

MARCH 23, 2023

Introduction CRM (Customer Relationship Management) software refers to a tool that businesses can use to record and store key customer information to use when building a relationship with leads or prospects. CRM helps streamline your work. As a result, customer satisfaction sees a visible improvement.

CRM 132

CRM Sales Customer retention Metrics 132

Return Customer

JANUARY 31, 2025

When it comes to any type of business, great customer service is key to making more money. Great customer services will help you stand out from the competition and turn occasional shoppers into loyal customers. CRM (Customer Relationship Management) software is also very important.

Customer Service 67

Customer Service Feedback Wait times Chatbots 67

TeleDirect

MARCH 13, 2025

Best Practices for Training Call Center Agents for Exceptional Customer Service Best Practices for Training Call Center Agents for Exceptional Customer Service play a crucial role in ensuring customer satisfaction, boosting efficiency, and maintaining a positive brand reputation.

Best practices 62

Best practices Call Center Customer Service Average Handle Time 62

TeleDirect

FEBRUARY 3, 2025

10 Tips for Delivering Exceptional Customer Service in Call Centers Providing high-quality customer service is the foundation of a successful call center. 10 Tips for Delivering Exceptional Customer Service in Call Centers will help agents improve interactions, boost customer satisfaction, and enhance brand loyalty.

Call Center 62

Call Center Customer Service First call resolution outsourcing 62

CSM Magazine

NOVEMBER 6, 2024

Owning a franchise offers the chance to build on a popular brand’s success, but outstanding customer service is key to thriving. Great customer service helps franchise owners stand out, build trust, and keep customers coming back. Good service builds customer loyalty, making people feel valued and understood.

Customer Service 52

Customer Service CRM Feedback Wait times 52

CSM Magazine

MARCH 28, 2025

Whether you’re working with a small team or managing a global operation, having the right customer service software can make or break your ability to meet customer expectations. These tools: Centralize all customer queries for easy management. Provide real-time communication via live chat, phone, or email.

Customer Service 52

Customer Service B2B Chatbots B2C 52

3CLogic

JANUARY 28, 2025

When contact center solutions and customer relationship management platforms were first introduced to the market, they served distinctly different purposes. Contact centers handled calls and interactions, while CRM systems managed customer records and ticketing/cases/incidents.

Customer Experience 105

Customer Experience CRM Contact Center Enterprise 105

Joe Rawlinson

NOVEMBER 3, 2024

Customer service goes beyond responding to queries or concerns. Additionally, correctness is vital for upholding the integrity of CRM systems. This further boosts customer loyalty and encourages repeat purchases. It focuses on making each interaction impactful.

Customer Service 78

Customer Service Advertising Upselling Banking 78