Skybridge

AUGUST 4, 2020

Not surprisingly, more and more consumers are shopping online and seeking assistance through omnichannel customer care. It makes sense then that consumer perceptions of a brand’s value are now shaped increasingly by the brand’s ability to deliver a superior omnichannel customer experience – and less so by in-person experiences.

Customer Care 52

Customer Care Finance Surveys Sales 52

Skybridge

DECEMBER 21, 2020

Find out how Skybridge Americas can help you delight your customers and grow your business. We seamlessly integrate our superior customer care skills with your brand messaging. contact-form-7] The post The Unforgettable Tony Hsieh: 5 Customer Care Lessons for Us All first appeared on Skybridge Americas.

Customer Care 52

Customer Care Advertising Scripts Sales 52

Skybridge

MAY 19, 2021

More importantly, no single performance measurement is capable of helping a brand leader understand how well the customer care team is taking care of customers. When my customers reach out, do they find the help they need and have an experience that strengthens the brand relationship?

Customer Care 52

Customer Care Average Handle Time Contact Center Coaching 52

Skybridge

MARCH 23, 2020

The truth is, we were early pioneers in the practice and the technology of running large, geographically dispersed teams of customer care agents who work from home. We validated a long time ago that work-at-home arrangements make for happy, highly productive, super customer-oriented agents. Skybridge Americas.

Customer Care 52

Customer Care Call Center Technology Sales 52

Skybridge

MAY 7, 2021

How well is your customer care team measuring up? If you are looking for ways to turn customer care contacts into critical CX and loyalty moments, I hope you’ll reach out to us at Skybridge Americas. The company ended up delivering essential items — like toilet paper, masks and food — to isolated customers.

Customer Care 52

Customer Care Brand ambassadors Sales Marketing 52

Skybridge

APRIL 23, 2021

Find out how Skybridge Americas can help you delight your customers and grow your business. We seamlessly integrate our superior customer care skills with your brand messaging. For more information, contact us at 763-477-7720 or submit the form below!

Customer Care 52

Customer Care Customer centricity Customer Experience Sales 52

Skybridge

DECEMBER 19, 2023

Read What He Said Find out how Skybridge Americas can help you delight your customers and grow your business. We seamlessly integrate our superior customer care skills with your brand messaging. For more information, contact us at 763-299-4570 or submit our contact form.

Customer Care 86

Customer Care Technology 86

Skybridge

MAY 10, 2022

Get the breakdown from North America’s leader in customer care. For North American brands and the customer care teams who support them, 2020 launched a period of upheaval, unforeseen challenges, and wildly fluctuating consumer needs. But the truth is, a handful of customer care leaders were ready for 2020.

At home agents 52

At home agents Customer Care Contact Center Engineering 52

Skybridge

AUGUST 25, 2020

Here are 5 steps to help you catch and turn around customer care mistakes before they turn into customer experience failures. When is the last time you – you, personally – listened in on customer calls? A great customer care team is one of the greatest sources of information about customer service performance.

Customer Care 52

Customer Care outsourcing Call Center Coaching 52

Skybridge

OCTOBER 30, 2020

Personally, I have always believed that every customer who calls deserves to be heard with care, answered with speed and accuracy, and leave the call feeling cared about. This year, every customer’s need to experience empathy and feel trust in their brand has skyrocketed. Don’t do it! Skybridge Americas.

At home agents 52

At home agents Customer Care Scripts Personalization 52

Skybridge

MAY 13, 2020

For customer care call centers, that means taking a clear-eyed look at how to build high-performing teams of happy, engaged agents , meet and exceed customer expectations , and redesign the operation for maximum scalability and cost-effectiveness. Your Customer Care Agents Can’t Come Back to Headquarters.

Customer Service 52

Customer Service outsourcing At home agents Customer Care 52

Skybridge

MAY 13, 2020

For customer care call centers, that means taking a clear-eyed look at how to build high-performing teams of happy, engaged agents , meet and exceed customer expectations , and redesign the operation for maximum scalability and cost-effectiveness. Your Customer Care Agents Can’t Come Back to Headquarters.

Customer Service 52

Customer Service outsourcing At home agents Customer Care 52

Skybridge

SEPTEMBER 16, 2020

I recently wrote an article, “ The Future of Customer Care is Here ,” for CIO Applications magazine about customer care and how COVID-19 has not only accelerated the embrace of cloud-based, virtual platforms, but has driven fundamental changes in customer expectations. You can check it out here. Skybridge Americas.

Customer Service 52

Customer Service Customer Care Sales Marketing 52

Skybridge

AUGUST 24, 2022

We spend a lot of time in the customer care industry talking about consumer expectations: the trends, the unpredictable shifts, and of course, the latest and greatest innovations we can employ to better meet them. Not if you’re reaching for extraordinary heights in customer experience. Your customers remember them.

Average Handle Time 52

Average Handle Time Customer Care contact center solutions Scripts 52

Skybridge

APRIL 26, 2022

But I’d also like to add a few thoughts about the ever-increasing importance of the customer care agent. Because it seems, too many brands expect far too little from their customer care provider in terms of partnership and collaboration. We seamlessly integrate our superior customer care skills with your brand messaging.

Customer Care 52

Customer Care Feedback Customer centricity Best practices 52

Skybridge

APRIL 29, 2020

Case in point: if your pre-pandemic customer care contact center was already fully transitioned to a remote workforce, comprised of high performing, at-home agents, you were in the lucky minority. Maybe you’ve been appealing to your customers’ understanding, “as we all go through this together.” Skybridge Americas.

Contact Center 52

Contact Center At home agents Customer Care Marketing 52

Skybridge

APRIL 29, 2020

Case in point: if your pre-pandemic customer care contact center was already fully transitioned to a remote workforce, comprised of high performing, at-home agents, you were in the lucky minority. Maybe you’ve been appealing to your customers’ understanding, “as we all go through this together.” Skybridge Americas.

Contact Center 52

Contact Center At home agents Customer Care Marketing 52

Skybridge

MAY 25, 2021

Not that long ago, strong, strategic collaborations between CMO and Customer Care were rare. While the marketing role was focused on everything related to attracting customers and driving sales revenue, the contact center was perceived as a cost center. Leverage inbound calls as a critical customer retention channel.

Interactive Voice Response 52

Interactive Voice Response Contact Center Customer Care Customer retention 52

Skybridge

AUGUST 24, 2023

Deloitte Digital 2023 Report on New Realities for Contact Center Transformation Have your customers been looking for a better experience at your contact center? If the thought of outsourcing your in-house customer care operation sounds as pleasant – and safe – as juggling chainsaws while running a marathon, I get it.

outsourcing 52

outsourcing Contact Center Customer Care Average Handle Time 52

Skybridge

OCTOBER 10, 2022

Beneath that compelling little graphic or statement, you probably have a long list of IT investments and process improvements that make it easier for customers to make purchases, access customer care, and otherwise engage with your brand. That certainly sounds customer-centric. The post Think You’re Customer Centric?

Customer centricity 52

Customer centricity Customer Care Surveys Technology 52

Skybridge

OCTOBER 10, 2022

Beneath that compelling little graphic or statement, you probably have a long list of IT investments and process improvements that make it easier for customers to make purchases, access customer care, and otherwise engage with your brand. That certainly sounds customer-centric. . The post Think You’re Customer Centric?

Customer centricity 52

Customer centricity Customer Care Surveys Technology 52

Skybridge

DECEMBER 8, 2022

She has also become a prominent voice in the contact center and customer care industries. Find out how Skybridge Americas can help you delight your customers and grow your business. We seamlessly integrate our superior customer care skills with your brand messaging.

Finance 52

Finance outsourcing Customer Care Accountability 52

Skybridge

DECEMBER 8, 2022

She has also become a prominent voice in the contact center and customer care industries. Find out how Skybridge Americas can help you delight your customers and grow your business. We seamlessly integrate our superior customer care skills with your brand messaging. contact-form-7].

Finance 52

Finance outsourcing Customer Care Accountability 52

Skybridge

OCTOBER 26, 2022

If your customer care provider is still blaming these ordeals on unanticipated spikes in call volume, maybe it’s time to dig deeper into their capabilities. And they’ll suck the life out of your customers with their endless chatter that never seems to address their needs. The post Nightmare on Customer Service Street!

Customer Service 52

Customer Service Coaching Customer Care Management 52

Skybridge

OCTOBER 26, 2022

If your customer care provider is still blaming these ordeals on unanticipated spikes in call volume, maybe it’s time to dig deeper into their capabilities. And they’ll suck the life out of your customers with their endless chatter that never seems to address their needs. The post Nightmare on Customer Service Street!

Customer Service 52

Customer Service Coaching Customer Care Management 52

Skybridge

MARCH 1, 2021

Even today, after all the big talk in our industry about Customer Experience and the critical need for brands to ensure that customers feel treated the same across all touch points, for many customers, there is still a woeful disconnect between point of sale and point of service. That’s no longer an option. Skybridge Americas.

Customer Care 52

Customer Care Interactive Voice Response Feedback Coaching 52

Skybridge

APRIL 12, 2022

For me, the most striking insight underlying them all is this fundamental reality: CX is the dominant strategic force driving customer care, customer loyalty, and customer profitability. The Deloitte study underscores how radically the pandemic shook up the customer care industry. We would love to talk!

Contact Center 52

Contact Center Customer Care Engineering Surveys 52

Skybridge

NOVEMBER 18, 2020

More likely, it’s one more sign of the growing divide between those organizations who were fully prepared to move their customer care agents into at-home workspaces, thereby delivering uninterrupted customer care – and those who were forced to scramble, patching together what they could at the last minute.

Customer Care 52

Customer Care Surveys Technology Sales 52

Skybridge

SEPTEMBER 1, 2020

In it, he celebrates four remarkable advances that many brands, marketers, and customer care leaders have managed to make, not just in spite of the pandemic but as a result of it. If you would like to know more about the benefits of outsourcing your customer care operation and how Skybridge Americas can help you, please reach out.

Customer Care 52

Customer Care outsourcing Consulting Consulting 52

Skybridge

NOVEMBER 21, 2023

And to every single Skybridge team member, thank you for the wisdom, collaboration, and the paradigm-shattering customer care you bring, day in and day out. Every day, I am amazed by the bonds that are formed between our clients, their customers, and our Skybridge team.

Customer Care 52

Customer Care 52

Skybridge

NOVEMBER 21, 2023

And to every single Skybridge team member, thank you for the wisdom, collaboration, and the paradigm-shattering customer care you bring, day in and day out. Every day, I am amazed by the bonds that are formed between our clients, their customers, and our Skybridge team.

Customer Care 52

Customer Care 52

Skybridge

NOVEMBER 21, 2023

And to every single Skybridge team member, thank you for the wisdom, collaboration, and the paradigm-shattering customer care you bring, day in and day out. Every day, I am amazed by the bonds that are formed between our clients, their customers, and our Skybridge team.

Customer Care 52

Customer Care 52

Skybridge

DECEMBER 21, 2020

I’ve been writing a lot lately about customer expectations, the changes we’re seeing, and how some customer care providers have been able to step up to meet those expectations. Customer needs, expectations and – critically – even many of their core values are undergoing rapid, seismic shifts. You can read more, below.

Customer Care 52

Customer Care Marketing Technology Customer Experience 52

Skybridge

OCTOBER 21, 2020

I’ve written a lot about the (often underestimated) role that a customer care team plays in achieving superior customer experience and long-term loyalty. Customer care is where you seal the deal or you take it all down. Find out how Skybridge Americas can help you delight your customers and grow your business.

Marketing 52

Marketing Sales Customer Care Best practices 52

Skybridge

AUGUST 11, 2022

Partner with your customer care team to gather intelligence on customer call quality, customer comments, and even agent impressions of what’s working and what isn’t. Once you know what your ideal customers need and value in their brand interactions, you can choose a customer care partner capable of meeting those needs.

Customer Care 52

Customer Care Surveys Customer Experience 52

Skybridge

JUNE 7, 2022

Please reach out if you would like to know more about how Skybridge Americas helps clients deliver outstanding customer experience to retail brands, healthcare, and government organizations. We would love to learn about your customer care needs and discuss how we can help! You can read Zayd Enam’s article in Forbes here.

Contact Center 59

Contact Center Government Healthcare Customer Care 59

Skybridge

FEBRUARY 6, 2023

I’ve been in this industry a long time and I’ve seen what happens when customer care falls into the “cost” bucket. Customers feel it. Customer care is a loyalty investment to be protected and managed for growth. Find out how Skybridge Americas can help you delight your customers and grow your business.

Customer centricity 52

Customer centricity Customer Care Contact Center Sales 52