CCNG

APRIL 3, 2025

Businesses are actively shaping customer journeys, delivering tailored recommendations and proactive support that strengthen relationships. She began her contact center career as an agent in 1992 and has focused on creating solutions that bridge the gap between people and technology.

Contact Center 195

Contact Center Customer Experience outsourcing Analytics 195

Blueship Call Center

FEBRUARY 10, 2025

For businesses aiming to thrive in this competitive landscape, providing exceptional 24/7 customer care support is paramount. India, with its vast pool of skilled professionals and cost-effective solutions, has emerged as a global leader in providing top-tier 24/7 customer support.

Customer Support 45

Customer Support Healthcare Banking Customer Care 45

CCNG

JANUARY 15, 2025

For now, here are some areas business leaders can start considering: How well do we understand the evolving needs and expectations of our customers? Are we challenging outdated assumptions about whats possible in our industry? What opportunities are we missing by sticking to whats always worked?

Best practices 195

Best practices Engineering Technology Personalization 195

CCNG

NOVEMBER 13, 2024

This strategic pivot towards AI-driven CX not only helps businesses meet customer expectations driving loyalty and growth, but also increase efficiency and reduce operating costs. Cognigy is revolutionizing the customer service industry by providing a cutting-edge AI Agent platform for voice and chat.

Contact Center 195

Contact Center CCNG Technology SaaS 195

Vcaretec

AUGUST 8, 2023

However, good customer support outsourcing won't sacrifice quality and may, in many cases, enhance your service. In this post, we'll look at the top 10 factors to consider when picking a customer care outsourcing provider. Providing excellent customer service reflects well on your company. However, what if you outsource?

Customer Care 98

Customer Care outsourcing Call Center Complaint resolution 98

Vcaretec

JUNE 6, 2022

When it comes to customer care across major industries, like Retail & E-Commerce, Wireless & Telecommunications, and Healthcare, there are plenty of smart minds out there. As a leader in outsourced customer service solutions, the customer care specialists at Vcare voted on fifty of the top thought leaders in our space.

Customer Care 98

Customer Care Chief Customer Officer CRM Wireless 98

ShepHyken

NOVEMBER 22, 2019

Technology today gives customer service teams a lot of options to help them assist and manage customer needs better. Great customer service teams know what tools they can utilize to improve customer care. Bottom line… Customer support has largely been seen as an industry that requires teams to be reactive.

Customer Support 374

Customer Support Multi-channel support voip Benchmark 374

CX Global Media

DECEMBER 3, 2018

This question is a significant one for many organizations and as soon as you think you have the upper hand your competitor will take it away from you – or your customer changes their expectation. But don’t be complacent if other companies in your industry are not good at providing an excellent social media experience for customers.

Customer Care 214

Customer Care Coaching Call Center Marketing 214

ShepHyken

JULY 22, 2019

(Smart Customer Service) The quickly evolving social media landscape has forced companies to work harder to maintain a positive customer experience, as 83 percent of people have higher digital customer service expectations than they did last year. 14 ways to deliver a great customer experience – and more.

Customer Service 304

Customer Service Customer Care Marketing Customer Experience 304

ShepHyken

DECEMBER 3, 2021

Since I assumed the chief executive role, we have targeted our efforts on continuing to grow our service footprint, but doing so in tandem with delivering excellent customer care. This is often a tough act to balance: rapidly scaling up business while still providing personalized customer service.

Customer Experience 367

Customer Experience Transportation Feedback Metrics 367

ShepHyken

JANUARY 28, 2019

My Comment: Too often an organization’s leadership believes the experience and service they provide a customer is better than it actually is. This article has some interesting comments about which industries deliver the worst overall service. Social media customer care best when humans and bots are at play by Tara Jones.

Customer Service 261

Customer Service Customer Care Contact Center Customer Experience 261

Beyond Philosophy

AUGUST 10, 2016

Consumers in this part of the world still appreciate the retail outlets or customer care channels for the speed of service. More of these consumers (66%) want self-service for their needs over calling into customer care. Make sure your Customer Experience is ready for any challenge that lies ahead.

Wireless 265

Wireless Self service Surveys Consulting 265

TechSee

APRIL 4, 2023

Unfortunately, in today’s world, with hundreds of homebuilders in your local area to choose from and people expecting superior quality service for the money, your customer service strategy has to stand out. The key to the best customer service in the home building industry is using available technology.

Customer Service 109

Customer Service Customer Care outsourcing Technology 109

CCNG

MARCH 12, 2025

Vicki Brackett is a contact center industry veteran, a long time CCNG member and regular contributor in member programs and events. Because in the end, a knowledge management system that trains agents’ brains where to look and builds helpful habits is the key to faster, more effective problem-solving.

Customer Service 195

Customer Service CCNG First call resolution Morale 195

ShepHyken

SEPTEMBER 5, 2017

How would you like to know how to set yourself apart from the rest of your industry? Matt explains why he feels NPS is the right method for his company, and how it helped Jive elevate their service above the rest of their industry. Top Takeaways: Measure your customer satisfaction. Don’t automate customer care.

voip 227

voip Customer Care Contact Center Feedback 227

ShepHyken

DECEMBER 27, 2016

Have you thought about how you and your organization can use technology to enhance the customer service experience? Shep Hyken speaks with Bill Aston about how the pace of change is increasing in the customer care environment. How can companies improve the customer experience using technology?

Banking 230

Banking Customer Care Technology Customer Experience 230

CCNG

MARCH 26, 2025

Justin Robbins is a keynote speaker, researcher, and business advisor whos passionate about transforming customer interactions to drive measurable business outcomes. With over two decades of experience, Justin has helped organizations across industries turn their CX strategies into powerful engines for growth.

Metrics 195

Metrics Finance Upselling Engineering 195

COPC

JUNE 9, 2023

Artificial intelligence (AI) is rapidly transforming the customer experience (CX) industry, offering businesses new opportunities to enhance their operations. AI is Ideal for the CX Industry The CX industry is embracing custom AI solutions for compelling reasons, and it’s no surprise why.

Customer Experience 114

Customer Experience Analytics Technology Average Handle Time 114

Vcaretec

JUNE 6, 2022

There are a lot of outdated myths out there about outsourced customer care, and we’ve dispelled the biggest ones recently on the Vcare blog. Outside of the common misconceptions, though, we often get questions from clients and customer experience executives about the Pros and Cons of their outsourcing options.

Customer Care 89

Customer Care Wireless Telecommunications outsourcing 89

LiveVox

NOVEMBER 21, 2023

Financial services is already a complex industry, and delivering exceptional customer care while resolving complex issues isn’t just a goal—it’s an art.

Customer Care 78

Customer Care Contact Center Customer Support Management 78

Contact Center Pipeline

DECEMBER 14, 2017

Last week’s post offered a brief look back at a couple of social customer care pioneers—two companies that led the industry in 2009 by demonstrating how customer service could be delivered through social channels.

Customer Service 178

Customer Service Customer Care Contact Center Call Center 178

Beyond Philosophy

MARCH 8, 2017

It isn’t clear, but it feels as if no customer call information ever gets recorded. In Florida, we are having problems with our service, so I called customer care. The Brighthouse/Spectrum customer service representative told me an engineer was scheduled to see me the next day. Telecoms lack follow through.

Customer Experience 312

Customer Experience Customer centricity Engineering Consulting 312

ShepHyken

FEBRUARY 28, 2020

If you’re a Customer Experience specialist, you might think that salespeople are not the kind of role models to get customer care tips from. I give them customer experience tips and insights, not the other way around.”. The best people in other industries know things you do not. But you’d be surprised.

Airlines 311

Airlines Sales Employee engagement Customer Experience 311

ShepHyken

SEPTEMBER 22, 2023

He talks about the trends that customer service and experience professionals can expect for the remaining months of 2023. As we enter 2023, it’s clear that customer service remains a top priority for businesses across industries. Customer care is not just a support function but a key brand loyalty and growth driver.

Customer Service 169

Customer Service Chatbots Self service Customer Care 169

LiveVox

SEPTEMBER 19, 2023

In the fast-paced world of financial services, providing top-notch customer care is paramount. As the backbone of the industry, customer satisfaction can make or break a financial institution’s reputation.

Customer Care 85

Customer Care Technology Customer Experience 85

ShepHyken

AUGUST 7, 2017

That’s applicable to any business in any industry. How Brands Can Use Social Listening to Improve the Customer Experience by Smadar Landau. 4 Simple Yet Innovative Tips To Boost Customer Care (without sacrificing your tech budget!). However, don’t think these lessons are limited to just retail. by Neal Dlin.

Customer Service 43

Customer Service Chatbots Customer Care B2B 43

CCNG

JULY 11, 2020

In less than 90 days the world changed and customer care changed with it. Organizations, customers and staff are unsettled. Once again, your ability to navigate a constantly changing environment and overcome new challenges will determine your ability to deliver great customer service and continued success.

CCNG 195

CCNG Benchmark Contact Center Customer Care 195

Russel Lolacher

DECEMBER 20, 2021

A lot goes into providing social customer care during an emergency event considered a “once-in-500 year flood” As the team leading public engagement and digital communication for BC’s provincial transportation, it’s done with a process that prioritizes intentional effort, accessibility and empathy.

Customer Care 98

Customer Care Transportation Government Construction 98

Working Solutions

JANUARY 17, 2022

A travel agency’s business growth and customer satisfaction depend on quality customer service. As the travel & hospitality industries grow, your company requires more support than ever before. To help with this process, we’ve compiled a list of reasons why you’d want to consider outsourcing your customer service.

outsourcing 95

outsourcing Customer Care Customer Service Customer Experience 95

Blueship Call Center

AUGUST 22, 2023

We’ll go through its advantages and advise on how to outsource customer care services flawlessly. Next, we’ll discuss how to choose the best outsourcing partner before highlighting top-notch customer service outsourcing firms. However, the issue stems from the internal employees that handle customer care.

Customer Care 73

Customer Care outsourcing Average Handle Time Call Center 73

CSM Magazine

FEBRUARY 17, 2022

As technologies and consumer expectations develop, the customer service landscape is evolving at an accelerated rate. Arguably, in 2021 the industry experienced a seismic shift. Customers (and companies) faced unprecedented problems causing query volumes to spike, which put huge pressure on customer service teams.

Customer Service 98

Customer Service Chatbots B2B Customer Care 98

ShepHyken

DECEMBER 10, 2019

Using AI to Guide Employees Toward Better Customer Care. They discuss the need for more awareness and empathy among customer service agents and how AI and technology can provide that. > When used correctly to support customer service representatives and call center agents, it can help humans be “more human.”.

Coaching 263

Coaching Contact Center Analytics Call Center 263

ShepHyken

OCTOBER 1, 2019

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. It allows for exceptional customer care. Find ways to provide your customers with fast and frictionless service.

Self service 53

Self service Contact Center contact center solutions Employee engagement 53

CCNG

JUNE 3, 2021

The outsourcer would not share its process and technology solutions to better the entire customer care network. So as you either begin considering outsourcing your customer care or work with a partner, understand that you have options and alternatives.

outsourcing 195

outsourcing CCNG Government Customer Care 195

Fonolo

FEBRUARY 29, 2024

This e-book is one of our most anticipated documents of the year, featuring insights from industry experts about the topics that matter most in today’s contact center. Make sure you let your customers know about your efforts. Talk about them in your consumer-facing marketing because customers care about security.

Contact Center 87

Contact Center Call Center Self service Customer Care 87

ShepHyken

OCTOBER 10, 2016

Each week I read a number of customer service articles from various online resources. The JetBlue Story: Customer Service in an Industry Americans Hate by Sharpen. WhatsApp – Better than Twitter for Customer Service by Mark Shaw. Here are my top five picks from last week. Sharpen) Delayed flights. Lost luggage.

Customer Service 320

Customer Service Airlines Customer Care Marketing 320

BlueOcean

NOVEMBER 13, 2023

Keep your finger on the pulse of the industry. As customer care teams start planning for 2024, we’ve seen how easy it can be to get stuck in a rut. The quickest way to get re-inspired is by getting a finger on the pulse of current news and customer service trends in the industry.

Customer Care 71

Customer Care Analytics Contact Center outsourcing 71