Contact Center Pipeline

APRIL 11, 2023

I help customer care organizations improve the quality of their written communications with customers. I help customer service agents write better email, chat, social media, text, and chatbot content. I help companies create useful, readable knowledge content for internal and external customers.

Customer Care 26

Customer Care Chatbots Customer Service Customer Experience 26

Beyond Philosophy

APRIL 14, 2015

How to Check the Commitment of Your CEO: Count the number of times the CEO mentions Customers in any communication. If you don’t hear your CEO talking, emailing, or meeting about Customers, he or she isn’t focused on them. Keep track of how much time is devoted to Customer issues in meetings.

Chief Customer Officer 310

Chief Customer Officer Customer Care Education Consulting 310

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.

Customer Care 98

Customer Care outsourcing Call Center Complaint resolution 98

ShepHyken

OCTOBER 8, 2019

Customer Service Drives Value. Measuring the Customer Journey to Meet New Expectations. They discuss the changing needs and expectations of customers, and how to keep customer service simple while delivering satisfaction. Customers now expect companies to be as easy to reach as their friends are.

Customer Care 261

Customer Care Customer centricity Coaching Contact Center 261

CX Global Media

DECEMBER 3, 2018

Social customer care and delivering a social media experience for customers that differentiates is your opportunity to disrupt – instead of being disrupted. Dan is actually the author of Winning at Social Customer Care. Dan Gingiss : My pleasure, great to meet you. Thanks Jim. Please Share.

Customer Care 214

Customer Care Coaching Call Center Marketing 214

Spearline

MAY 17, 2022

About Customer Contact Week Started in 1999 as Call Center Week, CCW is the world’s largest customer contact event series. With the balance of conference and expo, CCW is the place where customer care, CX, and contact center leaders come together. Meet your Spearline team at Enterprise Connect!

Telecommunications 98

Telecommunications Enterprise Contact Center Call Center 98

Hello Customer

MAY 19, 2021

G iven that customer service is a good way to create customer loyalty, it makes sense that organizations should be investing in it, not cutting costs. Steven Van Belleghem perfectly illustrated why good customer service is essential with this example. ??. Customer Experts. To wrap up. And it won't disappear any time soon.

Customer Care 98

Customer Care Customer centricity Contact Center Chatbots 98

CCNG

NOVEMBER 13, 2024

It enables companies to anticipate customer needs, automate routine tasks, and provide personalized, omnichannel experiences. 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.

Contact Center 195

Contact Center CCNG Technology SaaS 195

ShepHyken

OCTOBER 22, 2018

Facebook Messenger is becoming a great customer support channel, and more than 300,000 companies are on it with their chatbots as the first line of customer service. Millennials vs Gen Z: How Their Customer Care Preferences Compare by Guthrie-Jensen Consultants. Guthrie-Jensen Consultants, Inc.)

Customer Service 57

Customer Service Chatbots Consulting Consulting 57

CCNG

APRIL 30, 2025

The Bottom Line Customer service leaders are being asked to do more with less – and thats not going to change anytime soon. Youre expected to reduce contacts, speed up resolution, improve self-service, and still deliver a great customer experience. You cant meet those goals with disconnected teams and outdated tools.

Customer Service 195

Customer Service Management CCNG Self service 195

CCNG

MARCH 21, 2025

Every few months, the CEO and their executive posse will roll into a town hall meeting and heap praise upon the people with the toughest jobs in the company. We have a solution: were giving you two yuuuuge monitors! 3) Do they call the contact center a “bunch of heroes”? Theyll say things like, We couldnt do it without you!

Call Center 195

Call Center CCNG Contact Center Consulting 195

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 370

Customer Experience Transportation Feedback Metrics 370

Russel Lolacher

APRIL 5, 2021

Ten years of leading a provincial government team in web services and social customer care has been a challenging and rewarding experience. People want to be talked with, not talked at or down to – meet your customers in the same space they approach you. Oh, it’s been amazing. They want to spend time with you.

Customer Care 98

Customer Care Government Transportation Employee engagement 98

ShepHyken

JULY 21, 2024

Everything I Need To Know About Customer Experience I Learned From A Jack Nicholson Movie by Chip Bell (Forbes) Excellent customer experience is an assertion, not a response. Done well, it elevates the customer as it meets a need. We glimpse that orientation when we witness customers receiving generosity and empathy.

Customer Service 230

Customer Service Journey mapping Customer Care Consulting 230

Inbenta

NOVEMBER 9, 2021

Banks are consequently preparing themselves to meet these challenges in the future and to not fall for the same mistakes. Banks have not fallen behind in providing digital services and have been catering to customer demands for self-service for some time now. The combination of digital services and self-service is a different matter.

Banking 95

Banking Chatbots Customer Care Self service 95

ShepHyken

SEPTEMBER 5, 2017

Don’t automate customer care. Customers should be able to communicate with you however is most convenient and comfortable. You need to stay connected to your customers, so get out there meet with them. Matt knows the important of measurement, especially in the area of service and satisfaction.

voip 227

voip Customer Care Contact Center Feedback 227

CCNG

JUNE 26, 2020

CCNG hosts regular virtual town hall meetings each month to bring to surface topics, challenges and recommendations from the members. In these discussions, members share and support each other with perspectives about their current approach to customer care.

CCNG 195

CCNG Employee engagement Best practices Customer Care 195

ShepHyken

SEPTEMBER 22, 2023

Implementing self-service features will allow customer service experts to focus on these more complicated issues, resulting in a better overall customer experience. #2 Customer care In today’s business landscape, customer care is crucial in protecting a company’s brand reputation.

Customer Service 172

Customer Service Chatbots Self service Customer Care 172

ShepHyken

OCTOBER 7, 2020

In the absence of a formal definition, here’s my interpretation of customer disservice. In other words, you could have done something to meet or even exceed the customer’s expectations, but failed to take advantage of the opportunity. Put simply, it is the missed opportunity to deliver an expected level of service.

Customer Service 422

Customer Service Accountability Sales Personalization 422

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

ROI CX Solutions

MAY 1, 2025

Certain features engage directly with the customer as autopilots or bots speaking in constantly updated computer-generated language. Questions that can be answered using sentiment analysis Asking the right questions about your customer care helps you pinpoint problem areas and look for ways to improve experiences with your product.

Call Center 93

Call Center Coaching Contact Center Customer Care 93

ShepHyken

DECEMBER 20, 2018

If there is something that is a non-negotiable to creating customer loyalty, it is a consistent and predictable experience – one that customers can count on every time they do business with you. Share These 3 Videos at Your Next Meetings: Top 10 Phrases to Avoid in Customer Service.

Customer Service 309

Customer Service Technology Customer Care Customer Experience 309

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

ShepHyken

OCTOBER 2, 2019

If you’re feeling inclined to give away something for free, consider giving it when the customer comes back as a thank you. It’s about meeting a standard… your standard. For this to work, your standard must be higher than your customers’. Do they honor and meet it? Back to the lesson. Do you have it in writing?

Management 326

Management Customer Service Customer Care Customer Experience 326

ShepHyken

JANUARY 17, 2018

I recently planned a small two-day meeting for about 25 people. This was the second year for this meeting. The previous year we had stayed at a hotel that did a magnificent job of taking care of us. In looking over the final contract for our most recent meeting at the hotel, there were a few minor changes from the year prior.

Banking 130

Banking Sales Customer Service Personalization 130

ShepHyken

JUNE 19, 2023

Remember, you are not trying to win an argument, you are trying to win the customer – and in the world of social media, everyone can watch Social media is a way for businesses to bring people into their community. It is a way for brands to tell a story about their business so customers can get to know them better and understand how they work.

Customer centricity 168

Customer centricity Marketing Customer Care Education 168

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.

outsourcing 62

outsourcing Customer Care Best practices Management 62

ShepHyken

SEPTEMBER 4, 2017

One of the big takeaways is that the leaders close the loop on feedback within 48 hours, which according to CustomerGauge, leads to a 12% increase in customer retention. 10 Insights from Customer Care Experts & Influencers by CGS. Why Visual Support is the Future of Customer Service by Robert C. Great information.

Customer Service 168

Customer Service Benchmark Customer Care Finance 168

ShepHyken

OCTOBER 26, 2018

I left my bags, a dry-cleaned shirt, and suit at the bell stand and then headed to a meeting. Because I had a little time to kill before a meeting and inquired about a place I could do some quiet work. Less than an hour later, my luggage and suit were MIA. It took three hotel staff members and more than 20 minutes to locate my things.

Consulting 293

Consulting Consulting Sales Marketing 293

CCNG

OCTOBER 6, 2020

While working remotely, I have been in online meetings where people are missing because they failed to take time zone differences into account. I have attended 5:00 AM meetings during which leaders sheepishly admitted they forgot the time differences. Yep, I’m guilty of all these virtual leadership sins!

CCNG 195

CCNG outsourcing Surveys Coaching 195

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

Myra Golden Media

JULY 9, 2017

I was nervous, fearing I would get questions I couldn’t answer and thinking I’d get slammed in the meeting. My boss, the executive vice president of the company, helped me prepare for the meeting. Thrilled with the results I got in that meeting, I shared the 3 steps with my employees who worked in customer care.

Customer Care 196

Customer Care Management Call Center Customer Experience 196

ShepHyken

APRIL 21, 2017

Or: “I don’t know if you were in the client meeting and heard what MaryAnn said about the new budget restraints. Read Shep’s latest Forbes Article: United Airlines Debacle Teaches Valuable Social Media Customer Care Lesson. So it may be a good idea to change our approach to ….”.

Airlines 218

Airlines Customer Care Engineering Accountability 218

BlueOcean

FEBRUARY 22, 2024

Here are a few green flag markers that help indicate that you’ve found the best-fit outsourced customer care partner. If you’ve taken part in an outsourced customer care procurement process, either as a bidder or as a buyer, we’d lay money on the fact that you’ve got some horror stories to tell.

outsourcing 71

outsourcing Customer Care Entertainment Government 71

ShepHyken

OCTOBER 14, 2019

4 Ways to Celebrate Customer Service Week by Whitney Puidokas. Here are the four ways we celebrated the hard work our Customer Care team puts in every day. We hope one of these ideas can make their way into how you think about honoring your customer-facing employees! My Comment: Last week was Customer Service Week.

Customer Service 51

Customer Service Best practices Finance Customer centricity 51

BlueOcean

MARCH 19, 2024

On the Blue Ocean blog, we talk a lot about the process of sourcing a strategic partner for your outsourced customer care program. The Importance of a Smooth Transition in Your Outsourced Customer Care Transitioning your outsourced customer care program from one partner to another is a complex undertaking.

outsourcing 71

outsourcing Customer Care Best practices Management 71

CX Accelerator

DECEMBER 31, 2018

Beth Gauthier-Jenkin, The Vice President of Customer Care at Gopher Sport recently generated a wonderful culture dialog via email. This gave them skills to better communicate their developmental needs to their boss.Each team held a meeting to establish norms for development. You can do this without doing steps one and two.)

Calibration 244

Calibration Schedule adherence Coaching Employee engagement 244