CCNG

NOVEMBER 13, 2024

A convergence of technology, labor, business, and consumer trends is fundamentally reshaping customer service, demanding a new strategy for success. At the same time, rapid advances in Artificial Intelligence (AI) are transforming technology and redefining how we live, work, and communicate.

Contact Center 195

Contact Center CCNG Technology SaaS 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.

Technology 250

Technology Customer Service Management CRM 250

CCNG

APRIL 3, 2025

This shift is a direct response to changing customer expectations, technological advancements, and the need for businesses to remain competitive (TechTarget). Customers today expect more than just efficient servicethey want effortless, human-centered experiences across every touchpoint.

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. Access systems and technologies without making a significant investment.

Customer Care 98

Customer Care outsourcing Call Center Complaint resolution 98

CCNG

JANUARY 15, 2025

Technologies are no longer just tools; they are deeply woven into how we deliver service. Together, well explore topics like rethinking workforce development, integrating technology into service delivery, redefining processes, and crafting strategies built for the future. But lets be real. Transformation isnt on the horizon anymore.

Best practices 195

Best practices Engineering Technology Personalization 195

ShepHyken

DECEMBER 27, 2016

of Using Technology to Provide Amazing Customer Service. 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 233

Banking Customer Care Technology Customer Experience 233

CCNG

NOVEMBER 20, 2024

Early in my career I worked in the Information Technology department at Exxon. Successful organizations re-invent themselves to stay current with the times, technology, and desires of their customers. David Reed is a CCNG member and Customer Service and Process Training Expert.

CCNG 195

CCNG Consulting Consulting Customer Service 195

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. 8 Realistic Customer Service Trends for 2017 by Sven Ri. Where customers go, service follows.

Customer Service 321

Customer Service Customer Care Contact Center Customer Support 321

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. And, something I noticed… the technology space, which includes internet, cable and cellular, is no longer one of the top one or two worst service providers. They are trying!).

Customer Service 264

Customer Service Customer Care Contact Center Customer Experience 264

ShepHyken

OCTOBER 8, 2019

Customers now expect companies to be as easy to reach as their friends are. Social customer care involves customers communicating with companies through social media channels. Technology, systems, and processes will continue changing and getting more complicated. What are my customers’ expectations?

Customer Care 261

Customer Care Customer centricity Coaching Contact Center 261

ShepHyken

NOVEMBER 22, 2019

By being proactive about the position they have to solve a customer’s problem; by empathizing with the customer’s frustration and clearly guiding them through the next steps; by regularly contacting and updating customers until their concerns are resolved. They find and implement the right tools to facilitate better operations.

Customer Support 377

Customer Support Multi-channel support voip Benchmark 377

ShepHyken

OCTOBER 24, 2016

More than just an increase in sales, personalizing the customer’s experience will help create more customer loyalty. How Nike Is Beating Brands Like Apple and Adidas at Twitter Customer Care by Christopher Heine. If you want to lose customers, then practice what this author tells you not to do.

Government 302

Government Customer Service Customer Care Personalization 302

ShepHyken

SEPTEMBER 11, 2017

A Pop Culture Guide to Customer Care Training by Matt Searfoss. TCFCR) Looking for a guide to build your customer care training session off of? A perfect way to open a discussion about some very important customer service topics. Here are my top five picks from last week.

Customer Service 214

Customer Service Self service Customer Care Technology 214

Contact Center Pipeline

JULY 30, 2019

As customer interactions continue to become more complex, the contact center industry is increasingly turning to mergers & acquisitions as an effective solution to expand scale, improve access to new technologies and enhance geographic coverage.

Contact Center 240

Contact Center Customer Care Technology Call Center 240

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

With all the recent advancements in technology, AI can provide more insights and support to the customer service world than ever before. Technology helps make contact centers smarter, faster, and better and paves the way for proactive customer service. It allows for exceptional customer care.

Self service 54

Self service Contact Center contact center solutions Employee engagement 54

Beyond Philosophy

APRIL 9, 2022

Framing that one in reverse means 67% are not looking to increase customer satisfaction or drive stronger relationships. In this episode, Chief Technology Officer of Zendesk Adrian McDermott ( @amcdermo ) joins us to give his take on these numbers. What’s more, customers care about this dissatisfaction.

Consulting 60

Consulting Consulting Customer Care Surveys 60

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

CCNG

MARCH 21, 2025

As a consultant, Ive worked inside over 100 companies, and I can tell you this: even companies with god-awful call center technology somehow manage to first invest in a high-functioning website to attract new customers. Those go to the prospects and new customersthe newborn.

Call Center 195

Call Center CCNG Contact Center Consulting 195

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

Beyond Philosophy

MARCH 20, 2017

According to a recent Gartner survey, 74% of providers focus too much on their product features and technology. What customers really want from your organization is help solving their problem. What do your Customers care about? But if product features aren’t that critical when your buyer is making a decision, what is?

Customer centricity 344

Customer centricity Sales B2B Surveys 344

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. Reporting Your customer care program may accumulate more data than any other part of your organization. Hourly staff?

Customer Care 71

Customer Care outsourcing Employee engagement Contact Center 71

CCNG

MARCH 26, 2025

Dont just tell them what customers sayinterpret that feedback in terms of the next product feature or campaign. CX insights are often the missing link between what customers want and what the business provides. Many CX initiatives are tied to technology, but CX leaders often have only a peripheral relationship with IT.

Metrics 195

Metrics Finance Upselling Engineering 195

ShepHyken

JULY 21, 2024

How to Lead an AI Transformation with Customer Care by Ruth Zive (Fast Company) Business leaders know AI can make a positive impact on their companies, but there’s still a lot of debate as to how to get started. Still, Ruth Zive, CMO at LivePerson, suggests using AI to fuel customer care is the obvious place to start.

Customer Service 230

Customer Service Journey mapping Customer Care Consulting 230

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

ShepHyken

DECEMBER 19, 2016

Each week I read a number of customer service articles from various online resources. 5 Technologies for Delighting Connected Customers by Vala Afshar. CX Strategies: 48 Experts Reveal the Single Most Effective Way Companies Can Improve the Customer Experience by Angela Stringfellow.

Customer Service 238

Customer Service Marketing Customer Care Technology 238

ShepHyken

SEPTEMBER 10, 2018

Five Musts For Delivering ‘Legendary’ Customer Care On Social Channels by Andrew Kokes. Forbes) In today’s disruptive business economy, in order to create distinctiveness for a brand online, it is imperative to have social customer care that is more than good — or even great. It must be legendary.

Customer Service 35

Customer Service Customer Care Chatbots Personalization 35

ShepHyken

APRIL 28, 2017

This makes it easy for an agent to form a connection with a customer and treat them like the individual they are. The right contact center technology for a SCV. By and large, the only way to ensure the personal connection customers demand is to tap into all the data that’s being generated every time they contact you. Conclusion.

Customer Service 242

Customer Service Contact Center Technology Big data 242

ShepHyken

MARCH 26, 2018

You’ll love this story about how a member of the airline’s social media customer care team took care of a passenger during her flight. . How Chewy Built a $3 Billion Business Based on Customer Experience by Mike DuPuy. 10 Innovative Ways to Excite Your Customers by Deep Patel.

Airlines 215

Airlines Customer Service Customer Care Best practices 215

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

DECEMBER 2, 2019

If you’ve been following my work, you know that one of my favorite sayings is, “What is happening on the inside of the organization is felt on the outside by the customer.”. The Top 10 Technology Trends In Retail: How Tech Will Transform Shopping In 2020 by Bernard Marr. Here are 10 of the top tech trends that will transform shopping.

Customer Service 41

Customer Service Customer centricity Technology Customer Care 41

ShepHyken

SEPTEMBER 22, 2023

So, what can we expect from customer service trends in 2023? This year, we’ll see a growing focus on the role of service in corporate strategies, with businesses incorporating new approaches and technologies to deliver the support their customers need.

Customer Service 172

Customer Service Chatbots Self service Customer Care 172

BlueOcean

APRIL 7, 2025

And youre ready for your outsourced customer service RFP to hit the road and bring you some stellar options for a new contact center partner. AI and customer care are growing deeply intertwined, with intelligent tech delivering powerful insights for hyper-personalized experiences. What results have you seen?

Contact Center 62

Contact Center outsourcing Customer Care Metrics 62

ShepHyken

AUGUST 16, 2022

The Role of AI in Customer Care. Building Human-Centered AI in Customer Service and Experience . He shares how businesses can take a human-centered approach when utilizing AI to help their customers. Then, recognize that the person using the AI technology and the person impacted by it may not be the same person.

Government 168

Government Healthcare Customer Care Analytics 168

ShepHyken

SEPTEMBER 16, 2020

Customer service representatives save customers that are unhappy and, in many cases, ensure customers come back. Yes, there are overhead costs associated with their salaries and the equipment and technology they use. But when they do it right, it doesn’t cost.

Customer Service 427

Customer Service Coaching Technology Customer Care 427

Working Solutions

MARCH 16, 2023

Creating a superior customer experience is no small challenge. With a dizzying variety of consumer technologies, customers are now interacting with businesses on dozens of communications channels. Engaging with them on each of these channels—and doing so in a seamless and efficient manner—is an essential goal.

Multichannel 98

Multichannel Customer Care Technology Customer Experience 98