CCNG

MARCH 12, 2025

In an age where customer expectations are high, a fast, efficient, and streamlined knowledge management system (not to be confused with a knowledge base) is more important than ever. Customers expect faster resolutions, and your agents need the tools to make that happen.

Customer Service 195

Customer Service CCNG First call resolution Morale 195

CCNG

SEPTEMBER 27, 2023

When the customer finally gets a hold of a live person, the agent needs to calm down the frustrated customer before they can help them. ADDING MORE COSTS TO CUSTOMER CARE But the added cost doesn’t end there. Once the customer states the reason for calling, the agent needs to find the answer.

Management 195

Management Average Handle Time Self service CCNG 195

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. It’s that simple.

Technology 244

Technology Customer Service Management CRM 244

CCNG

APRIL 3, 2025

The key is integrating AI and human expertise to drive better customer and agent experiences while managing costs effectively. Why the Shift from Contact Centers to Customer Experience Centers? Leading companies are leveraging AI to assist, not replace, human agentscreating a more efficient and personalized customer experience.

Contact Center 195

Contact Center Customer Experience outsourcing Analytics 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. Additionally, service KPI measurements and other customer information are available on demand at Vcare.

Customer Care 98

Customer Care outsourcing Call Center Complaint resolution 98

Ian Jacobs

OCTOBER 21, 2020

The purpose of customer service is no longer just to alleviate run-of-the-mill inconveniences; it is to provide fundamental and necessary services for consumers devastated by the COVID-19 pandemic. Learn how customer service will evolve in 2021.

Customer Care 166

Customer Care Customer Service Banking CRM 166

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. They find and implement the right tools to facilitate better operations.

Customer Support 370

Customer Support Multi-channel support voip Benchmark 370

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

CCNG

OCTOBER 26, 2024

Poorly managed contact center QA programs can lead to costly inefficiencies. These issues lead to unpredictable KPIs, disappointing customer experiences, and inflated operational costs. This inconsistency frustrates customers and drives up operational costs due to wasted resources.

Contact Center 195

Contact Center CCNG Calibration Average Handle Time 195

Vcaretec

JUNE 6, 2022

One of the pillars of holiday customer care in 2015 is omnichannel support. Customers want to shop early in the morning and late at night during the holiday season, and brands have it in their best interests to accommodate their shoppers by almost any means necessary. Phone This is the stalwart of customer care - phone support.

Customer Care 96

Customer Care Upselling Accountability Education 96

ShepHyken

NOVEMBER 14, 2016

ROI’s on the Prize: Twitter Links Social Customer Care and Willingness to Pay by Lia Winograd. When a customer tweets to a company and receives a response, the customer is willing to spend 3-20% more. Customers don’t want channel choice. Consistent CX is the road to Customer Success by Sofia Sapojnikova.

Customer Service 320

Customer Service Customer Care Contact Center Customer Support 320

CCNG

NOVEMBER 13, 2024

As human resources become increasingly strained, AI can step in to manage routine queries, freeing up human agents to focus on more complex, high-value tasks. CCaaS vendors have attempted to stay relevant by acquiring adjacent solutions like knowledge management, workforce management, and AI capabilities.

Contact Center 195

Contact Center CCNG Technology SaaS 195

ShepHyken

MARCH 30, 2018

Depending on whether your Customer Care department is an extension of your marketing or your customer service strategy, the KPIs you give yourself may be different. Type: Customer Centric. Customer Satisfaction (CSAT) is the most common KPI companies track when it comes to Customer Care.

Customer Experience 224

Customer Experience Average Handle Time Customer Care Customer centricity 224

CCNG

MARCH 21, 2025

Being a call center agent sucks and it is managements fault. And not just because a handful of customers are absolute nightmares or because customer service pay is consistently lower than pretty much every other department. Those go to the prospects and new customersthe newborn.

Call Center 195

Call Center CCNG Contact Center Consulting 195

CCNG

NOVEMBER 27, 2024

I’ve seen remote management work extremely well with previous clients who are operating 100% remotely and maintaining thriving cultures with strong employee engagement. Groups that were assumed to be primarily comprised of CX managers and leaders agreed up to 23% less than the groups that were assumed to be mostly employees or HR managers.

CCNG 195

CCNG Employee engagement Call Center Management 195

Beyond Philosophy

SEPTEMBER 11, 2014

Each year, we do a Global Leader Survey of top executives in Customer Experience Management. In 2003, Benjamin Black, website engineering manager and his boss, Chris Pinkham, vice president of IT infrastructure, presented a paper outlining the project. That is to say, Amazon has it—and Bank of America doesn’t.

Banking 347

Banking Employee engagement Customer centricity Consulting 347

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

Beyond Philosophy

FEBRUARY 10, 2022

For example, a recent report by t he American Customer Satisfaction Index (ACSI) showed that only 30 percent of the businesses the ASCI tracked improved their Customer Satisfaction scores over the past ten years. To learn more about that situation, we hosted the ACSI’s managing director David VanAmburg in a recent podcast.)

Customer Experience 416

Customer Experience Consulting Consulting Metrics 416

Ansafone

AUGUST 12, 2022

When managing a property, you can expect to receive calls at all hours of the day or night. In order to maintain a balanced life, property managers are now seeking Property Management Answering Services to help maintain all aspects of their business. Benefits of an Answering Service for Property Management.

Answering services 118

Answering services Management outsourcing Contact Center 118

ShepHyken

AUGUST 5, 2019

Everyone talks about providing best-in-class customer experiences, about CRM strategies and solutions, and about the vital role CRM plays in catapulting companies forward as marketplace demands intensify. My Comment: CRM (Customer Relationship Management) is an important part of the customer experience.

Customer Service 276

Customer Service Self service CRM Multichannel 276

Beyond Philosophy

APRIL 14, 2015

If you don’t see Customers there, they didn’t make the cut. Ask yourself, does the Customer Care Center receive accolades publically? Many times Customer service employees are treated like second-class citizens. When was the last time it highlighted the work of the call center or Customer care reps?

Chief Customer Officer 310

Chief Customer Officer Customer Care Education Consulting 310

BlueOcean

OCTOBER 23, 2023

With every evolution in technology, workforce trends, and consumer expectations, the questions shift—which is testament to why generic, boilerplate RFPs never work for outsourcing customer care. Agent Training Describe your training structure (team, facilities, Learning Management Systems, remote platforms, etc.) Hourly staff?

Customer Care 71

Customer Care outsourcing Employee engagement Contact Center 71

CCNG

JUNE 3, 2021

If you decide to outsource, you have to understand that you lose some of the management control you had as an in-house center, and you must be willing to work with your outsource partner at a distance, all while maintaining the level of CX your company is expecting you to provide. The “ugly” comes once you decide to outsource.

outsourcing 195

outsourcing CCNG Government Customer Care 195

Beyond Philosophy

JULY 17, 2017

Management is committed to this and it’s carried through to the staff that interact with passengers directly. Goldstein has hit on a key point about customer experience. It’s about human interactions, and to get those right, you must create a company culture that prioritizes customer service and satisfaction.

Technology 331

Technology Consulting Consulting Customer emotions 331

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.

Banking 227

Banking Customer Care Technology Customer Experience 227

ShepHyken

OCTOBER 1, 2019

It allows for exceptional customer care. Find ways to provide your customers with fast and frictionless service. Give your customers the ability to connect with you the way they want to, not the way you want them to. The Calabrio Customer Connect (C3) conference takes place on October 13-16, 2019 in San Antonio.

Self service 53

Self service Contact Center contact center solutions Employee engagement 53

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

CCNG

JUNE 26, 2020

In these discussions, members share and support each other with perspectives about their current approach to customer care. As you can imagine during this COVID-19 crisis, much of the discussion has focused on work-from-home challenges and management.

CCNG 195

CCNG Employee engagement Best practices Customer Care 195

BlueOcean

FEBRUARY 19, 2025

When quality slips, costs climb, or business priorities misalign, moving forward with a new customer care provider may be key to your success. On the Blue Ocean blog, we talk a lot about sourcing the right strategic partner for your outsourced customer care program. Follow these steps to check all the boxes: 1.

outsourcing 62

outsourcing Customer Care Best practices Management 62

CX Global Media

OCTOBER 22, 2018

For many, managing morale and employee engagement in a contact center is a complete mystery. Regardless of how lost you feel now, join Joachim “Joe” Rogers, Senior Director of Customer Care Center for Coca-Cola Bottling Co. Joachim “Joe” Rogers is Senior Director – Customer Care Center for Coca-Cola Bottling Co.

Employee engagement 45

Employee engagement Contact Center Morale Coaching 45

ShepHyken

AUGUST 17, 2021

When you consider the different scenarios that individuals are put in, dealing with different contacts every day, they have a lot of people they have to interact with, whether that’s the customer directly or the supervisor at the company they’re supporting. About: Greg Hanover was named CEO of Liveops Inc.

virtual call center 269

virtual call center Call Center Enterprise Customer Care 269

Beyond Philosophy

APRIL 9, 2022

My regular readers will remember that customers satisfaction scores across the board are falling or stagnating for most organizations. The American Customer Satisfaction Index published a report that suggested customer satisfaction was approaching a 17-year low. What’s more, customers care about this dissatisfaction.

Consulting 60

Consulting Consulting Customer Care Surveys 60

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

ShepHyken

MAY 5, 2021

A customer could be happy with the company they do business with for years, then one day something bad happens. And, if that experience is managed the way it should be, it not only fixes the problem but also restores the customer’s confidence in the company. Eventually, the bad experience will fade in the customer’s memory.

Customer Service 401

Customer Service Management Customer Experience Customer Care 401

Beyond Philosophy

SEPTEMBER 12, 2020

It turns out, customers care a lot about how things look, and it influences their buying (and box-keeping) behavior. This episode of The Intuitive Customer explores the research of Claudia Townsend, associate professor of marketing at the University of Miami at the Miami Herbert Business School. So do many of you, I would guess.

Consulting 284

Consulting Consulting Customer Care Customer Experience 284

Fonolo

AUGUST 10, 2021

According to research from Khoros, 86% of clients say they’re more likely to turn into lifetime brand advocates if they receive exceptional customer care. The Secret Sauce for Increasing Customer Happiness. Develop a strong customer care strategy. Start by creating a customer care vision and set goals.

Contact Center 167

Contact Center Customer Service Agent burnout Customer Care 167