CCNG

NOVEMBER 13, 2024

A convergence of technology, labor, business, and consumer trends is fundamentally reshaping customer service, demanding a new strategy for success. Today’s customer service remains largely stuck in its historical focus on phone calls, human agents and deflection. AI plays a crucial role in this CX transformation.

Contact Center 195

Contact Center CCNG Technology SaaS 195

Bill Quiseng

MAY 29, 2024

Concurrently, business leaders and CX influencers dub customer service representatives as the frontline. They may logically say that customer service is the frontline because they are front and center with customers. However, as customers, we emotionally feel we are doing battle with the customer service frontline.

Customer Care 158

Customer Care Contact Center Metrics Customer Service 158

ShepHyken

FEBRUARY 21, 2018

In both of these examples, the personal assumption that each of these people had was not in sync with mine. And, just because I don’t care about you calling me back the same day, doesn’t mean my customer won’t. Operating based on personal assumptions – or my personal likes and dislikes – can be dangerous.

Personalization 218

Personalization Customer Experience Customer Service Customer Care 218

24-7 InTouch

DECEMBER 16, 2024

Utilizing AI in customer service effectively is key to meeting todays growing customer expectations. Though AI-driven scaling can enhance efficiency, nurturing the brand-customer relationship requires a balanced, hybrid approach that integrates both AI and human touchpoints.

Customer Care 52

Customer Care Personalization Wait times Chatbots 52

ShepHyken

OCTOBER 19, 2018

Self-learning machines can improve your website visitors’ personalized experience in a multitude of ways. For example, algorithms are able to digest complex customer data and provide relevant content to individuals at the right time. Customers receive far deeper personalization that they were used before.

Customer Service 280

Customer Service Automotive Airlines Chatbots 280

ShepHyken

APRIL 1, 2019

Each week I read a number of customer service and customer experience articles from various resources. Customer Service Is Poised for an AI Revolution by Vala Afshar. ZDNet) AI is viewed by customer service decision makers and agents alike as a boon to the customer and employee experience.

Customer Service 259

Customer Service Chatbots Engineering Analytics 259

ShepHyken

DECEMBER 11, 2019

With all the focus on how technology—including AI, data, personalization and more—can drive a better customer experience, I wanted to shift my focus back to basics. Here are the first ten of twenty ideas as to how you can up your customer service game in 2020. It was quite long, so I decided to split it into two parts.

Customer Service 296

Customer Service Sales Marketing Technology 296

CCNG

JANUARY 29, 2025

Some systems offer dashboards and data insights to measure effectiveness by customer case, agent, and even channel, empowering better decision-making for leaders. Personalized Access and Permissions: KMS tools provide flexible permission levels so teams or roles can access tailored information.

Multi-channel support 311

Multi-channel support CCNG Management Contact Center 311

CCNG

DECEMBER 18, 2024

Great customer service is not delivered by a company, but by individual team members who understand what it means to be Difference Makers. Yes, it is important to create a culture within a company where customer service is valued and modeled by leadership. Be that person! Start a service revolution where you work.

CCNG 195

CCNG Consulting Consulting Customer Service 195

ShepHyken

MARCH 31, 2018

Over the last few years, customer service has shifted from traditional phone support toward social media channels like Twitter, Facebook, Instagram, and others. Dan Gingiss started the Social Customer Care Track and interest has grown exponentially. Social Media Changes Customer Service. Even millions!

Marketing 223

Marketing Customer Service Airlines Self service 223

ShepHyken

SEPTEMBER 10, 2018

Each week I read a number of customer service and customer experience articles from various resources. Five Musts For Delivering ‘Legendary’ Customer Care On Social Channels by Andrew Kokes. My Comment: There are some basics in delivering an excellent customer service experience on social media.

Customer Service 35

Customer Service Customer Care Chatbots Personalization 35

ShepHyken

MARCH 17, 2017

This week on our Friends on Friday guest blog post my colleague, Paul Comarto, writes about how the use of text messaging and live chat are influencing customer service. As companies are making an effort to provide better customer service, they must look at every option for their customers. – Shep Hyken.

Customer Service 237

Customer Service B2B Chatbots Personalization 237

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

ShepHyken

SEPTEMBER 22, 2023

This week, we feature an article by Prabhjot Singh at Knowmax , a company that empowers customer experience teams to improve engagement through AI-powered knowledge management. He talks about the trends that customer service and experience professionals can expect for the remaining months of 2023.

Customer Service 166

Customer Service Chatbots Self service Customer Care 166

ShepHyken

AUGUST 1, 2016

Each week I read a number of customer service articles from various online resources. Here are twelve ways to use social media to enhance the relationship you have with your customers. Consumer Disappointment with Customer Service Is Real by Dianna Labrien. Is the customer always right?

Customer Service 208

Customer Service B2C B2B Customer Care 208

ShepHyken

JULY 31, 2020

She explains the difference between customer service and customer experience and shares how implementing both into your business creates success. Customer experience and customer service are often used interchangeably and are the buzzwords for businesses in the age of instant gratuity. Customer Service.

Customer Experience 218

Customer Experience Customer Service Chatbots Upselling 218

CCNG

APRIL 3, 2025

As we navigate 2025, the customer experience (CX) landscape is undergoing a significant transformation. Todays customers are expecting more than just fast servicethey demand personalized, proactive, and seamless interactions across every touchpoint.

Contact Center 195

Contact Center Customer Experience outsourcing Analytics 195

ShepHyken

NOVEMBER 20, 2017

Each week I read a number of customer service articles from various online resources. Omoto) Quite a few organizations, even today, consider customer experience as a tertiary function. One-to-One Personalization in the Age of Machine Learning by Karl Wirth & Katie Sweet. My Comment: Personalization is a hot topic.

Customer Service 96

Customer Service Personalization Upselling Self service 96

ShepHyken

APRIL 28, 2017

This week on our Friends on Friday guest blog post my colleague, Murph Krajewski, writes about the importance of a single customer view when it comes to serving your customers. This will help lead you to forming important relationship with your customer. – Shep Hyken. Customer service needs customer data.

Customer Service 237

Customer Service Contact Center Technology Big data 237

ShepHyken

MAY 5, 2024

Each week, I read many customer service and customer experience articles from various resources. My Comment: Let’s kick off this week’s Top Five roundup with 2024 customer service trends. What caught my eye was the first trend (of eight), which was how social media customer care is driving growth.

Customer Service 193

Customer Service B2C B2B Customer Care 193

ShepHyken

OCTOBER 27, 2017

This week we feature an article by Tim Fujita-Yuhas that discusses the importance of empathy when using new technology for customer service. He looks at the next generation of texting, known as RCS (Rich Communication Services), which I think will become a very valuable tool. – Shep Hyken.

Customer Service 217

Customer Service Customer centricity Enterprise Contact Center 217

CCNG

MAY 10, 2023

Despite what industry experts may profess, customer service isn’t getting any better. While customers expect immediate answers to their inquiries, efficient order processing, and fast shipping, there’s no indication that fulfilling these expectations is improving customer service. But I do have my own experiences.

Customer Service 195

Customer Service CCNG Journey mapping Consulting 195

TechSee

JANUARY 29, 2019

These technologies can be implemented in assisted service mode – to route visual customer inquiries, interpret them and assist the agent with visual decision support tools – or in self-service mode – where the customers visually interact with bots that are able to visually guide them to self-resolution.

CRM 164

CRM Personalization Self service Sales 164

ShepHyken

DECEMBER 28, 2018

This week we feature an article by Pradeep Rathinam who writes about how we must understand what the large population of millennials expect when it comes to customer service. – Shep Hyken. They are literally changing the rules of customer service on the fly. Get creative!

Customer Service 261

Customer Service Self service Customer Support Scripts 261

ShepHyken

MARCH 6, 2020

That waitress wowed me with her service and her attitude, but the manager’s lack of response almost nullified her customer service savvy. The post Guest Post: Good Customer Service Is More Than Good PR appeared first on Shep Hyken. Everyone makes a difference. She knows more about good PR than he does.

Customer Service 245

Customer Service Coaching Advertising Scripts 245

ShepHyken

JANUARY 27, 2017

This week on our Friends on Friday guest blog post my colleague, Shital Shah, writes about how with the right combination of technology and human touch, customer service doesn’t have to be difficult. She shares four excellent solutions to help manage your customer service more effectively. Shep Hyken.

Technology 244

Technology Customer Service Management CRM 244

ShepHyken

DECEMBER 6, 2021

Each week I read many customer service and customer experience articles from various resources. 3 Ways to Move From Customer Service to Customer Care by Patrick McCullough. Destination CRM) What’s the difference between customer service and customer care?

Customer Service 176

Customer Service Chatbots Customer Care Self service 176

ShepHyken

AUGUST 31, 2021

They discuss how to create experiences that customers want to talk about. Top Takeaways: An Experience Maker is that person in an organization that wears the customer hat at all times. They think through every business problem from a customer’s perspective. Each person in the company should be an Experience Maker.

Coaching 373

Coaching Marketing Customer Care Customer Experience 373

ShepHyken

AUGUST 12, 2016

This week on our Friends on Friday guest blog post my colleague, Adam Toporek, writes about how important improvisation is in frontline customer service. It is also important to hire customer service reps that care, and who already have the personality to succeed in a customer service position.

Customer Service 221

Customer Service Scripts Consulting Consulting 221

ShepHyken

APRIL 3, 2017

Each week I read a number of customer service articles from various online resources. Customer Service Track Shines at Social Media Marketing World by Dan Gingiss. In 2016, the conference organizers added a Customer Service track to the list of 20 or so other tracks. Want Loyal Customers?

Customer Service 192

Customer Service Marketing Personalization Customer Experience 192

ShepHyken

JUNE 16, 2017

This week we feature an article by Felix Winstone who says that while technology has impacted our approach to customer service, the oldest channel of communication, voice, is the most important. Approaches to customer service are continually shifting to keep up with how people adopt new technology. Shep Hyken.

Customer Service 214

Customer Service Self service Personalization Technology 214

ShepHyken

JULY 25, 2016

Each week I read a number of customer service articles from various online resources. The omni-channel strategy for customer service part 1: email by Heerd. My Comment: Email is still a viable way to communicate with customers. An Amazing Experience: Personalize your CX Today! by Colin Shaw.

Customer Service 195

Customer Service B2C Personalization Metrics 195

ShepHyken

OCTOBER 1, 2019

The Analytic Customer Experience. How AI Can Support Human Customer Service. They discuss trends in digital customer service, including hyper-personalization and fast, frictionless self-service. The trend across industries is toward elevating the customer experience.

Self service 53

Self service Contact Center contact center solutions Analytics 53

ShepHyken

DECEMBER 2, 2019

Each week I read a number of customer service and customer experience articles from various resources. Top 10 Kudos of 2019: Shining Examples of Customer Service at Its Best by Patty Isnor. In this article, you will find the best customer service kudos of 2019 (so far!) Follow on Twitter: @Hyken.

Customer Service 40

Customer Service Customer centricity Technology Customer Care 40

Fonolo

AUGUST 10, 2021

No matter how great your product or service is, the success of your contact center largely depends on the customer service you provide. Ultimately, if customers don’t have a good experience, they’re likely not going to call back. The Secret Sauce for Increasing Customer Happiness. Your best plan of action?

Contact Center 167

Contact Center Customer Service Agent burnout Customer Care 167

ShepHyken

OCTOBER 17, 2018

This is why their customers are in love with the company. Engagement: This starts with having active conversations with your customers, in person and online via the Apple website, social media or any other way the customer and Apple can engage with each other. How do you connect with your customers?

Customer Care 303

Customer Care Best practices Personalization Customer Service 303

ShepHyken

FEBRUARY 12, 2024

Each week, I read many customer service and customer experience articles from various resources. 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