Callminer

FEBRUARY 23, 2021

Video chat assistance is on the rise. “FaceTime video chatting was just the beginning. Video customer service is coming. Requests are coming in from clients who want to offer video customer service. While it’s still pretty rare, companies are moving towards video customer service.”

Call Center 376

Call Center Technology Banking Contact Center 376

ShepHyken

NOVEMBER 19, 2018

Customer Service Rookie Mistakes That Could Be Tarnishing Your Business Image! CustomerThink) Let’s face it, poor customer care support service can cost a business a fortune! Many of the customer service mistakes mentioned in this article aren’t “rookie mistakes.” by Deeksha Dadu.

Customer Service 228

Customer Service Customer centricity Self service Customer Care 228

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 225

Banking Customer Care Technology Customer Experience 225

Bill Quiseng

MAY 18, 2015

Research shows 70% of buying experiences are based on how customers feel they are being treated, which means it’s up to companies to deliver the kind of experience customers are looking to have. Rhonda Basler is the Director of Customer Engagement at Hallmark Business Connections.

Customer advocacy 143

Customer advocacy Customer Care Customer Experience Customer retention 143

ShepHyken

JANUARY 28, 2019

While an excellent concept for customers, it is also appropriate for the colleagues you work with. Social media customer care best when humans and bots are at play by Tara Jones. Retail Customer Experience) Here are five considerations for a mindfully sound social care strategy. ” Get ready to smile!

Customer Service 256

Customer Service Customer Care Contact Center Customer Experience 256

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? My Comment: Let’s start off this weeks list of articles with a short article that includes three videos from popular movies and TV shows.

Customer Service 209

Customer Service Self service Customer Care Technology 209

ShepHyken

AUGUST 7, 2017

4 Simple Yet Innovative Tips To Boost Customer Care (without sacrificing your tech budget!). LinkedIn) Here are 4 simple yet innovative tips that help change the way customer care operations are run and improve the customer experience for the better. Click here to watch the video. by Neal Dlin.

Customer Service 43

Customer Service Chatbots Customer Care B2B 43

ShepHyken

DECEMBER 11, 2019

Video is an amazing tool. Use it for online tutorials, a video version of Frequently Asked Questions and more. Check out this recent Forbes article on using video. Call the customer instead of making them call you for appointments. For more information, go to GetToKnowYourCustomerDay.

Customer Service 296

Customer Service Sales Marketing Technology 296

CCNG

JUNE 26, 2020

In this brief video clip Tina focuses on how to support your people during this transition, with some best practices around employee communication, leveraging video tools, the importance of increasing employee engagement and other tips to keep things positive and productive.

CCNG 195

CCNG Employee engagement Best practices Customer Care 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. Social Proof.

Marketing 222

Marketing Customer Service Airlines Self service 222

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 164

Customer Service Chatbots Self service Customer Care 164

ShepHyken

SEPTEMBER 5, 2017

Shep Hyken interviews Matt Peterson, CMO and co-founder of Jive Communications, a worldwide cloud based communication company that offers VoIP, video conferencing, and contact center support. Don’t automate customer care. How would you like to know how to set yourself apart from the rest of your industry?

voip 227

voip Customer Care Contact Center Feedback 227

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.

Customer Service 163

Customer Service Benchmark Customer Care Finance 163

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. The post Lessons from 10 Years Working in Public Service Social Customer Care appeared first on Russel Lolacher. Oh, it’s been amazing.

Customer Care 98

Customer Care Government Transportation Employee engagement 98

Serenova

JULY 21, 2020

Customer Engagement in the Contact Center. Video is now everywhere , providing a comfortable work communication medium that is relied on for all manner of business-critical use cases, competitive differentiation and even new revenue streams. exceptional customer care and resolving issues quickly.?Adding to delivering?exceptional

Contact Center 90

Contact Center Analytics Technical Support Healthcare 90

Noble Systems

JULY 15, 2019

Customer care today remains mostly reactive. Businesses wait for a customer to call into the contact center. The agent asks a series of questions to gather information needed in order to answer the customer’s question or solve their problem. Then we’ll cover why you should care. AI Defined.

Customer Care 70

Customer Care Abandon rate Self service Airlines 70

ShepHyken

SEPTEMBER 12, 2018

You may be familiar with Tony’s if you have been following my articles and videos for a while. One of my favorite restaurants in St. Louis, where I live, is Tony’s. They are an outstanding example of a great product – their food – and amazing service. So, good in fact that they are one of the businesses that don’t have to exceed expectations.

Customer Service 325

Customer Service Customer Care 325

ShepHyken

MAY 29, 2017

United Continental: What Customer Service Scandal? Barron’s) Shares of United Continental have rallied since video of a passenger being dragged off one of its flights made the rounds. Social customer care is a viable customer support channel that every company should be considering, if they haven’t already done so.

Airlines 251

Airlines Customer Service Chatbots Customer Care 251

ShepHyken

JULY 4, 2018

The customer support rep can simply tell me and walk me through the steps, and that may take some time. Or, maybe send me a link to a video that shows me, step-by-step, how to accomplish what I’m having trouble with. The customer support rep knew I would have a better experience watching a video tutorial.

Chatbots 257

Chatbots Customer Support Customer Service Technology 257

ShepHyken

AUGUST 7, 2017

4 Simple Yet Innovative Tips To Boost Customer Care (without sacrificing your tech budget!). LinkedIn) Here are 4 simple yet innovative tips that help change the way customer care operations are run and improve the customer experience for the better. Click here to watch the video. by Neal Dlin.

Customer Service 150

Customer Service Chatbots Customer Care B2B 150

ShepHyken

NOVEMBER 14, 2018

As most of you (hopefully know), my latest book, The Convenience Revolution , is all about making the customer experience as frictionless as possible. In the book, there are six Convenience Principles with plenty of examples, and many of our followers have read my articles and watched my videos on these powerful concepts.

Customer Service 299

Customer Service Customer Experience Customer Care 299

ShepHyken

JUNE 8, 2018

Forced to listen to fake-happy ‘customer care’ puppets reading from scripts? The dissatisfaction you’ll be left with goes both ways: the cost of disappointed customers is high for companies, too. Meet Mor and Yoni, two of the Lightricks support team all-stars. Ever been put on hold for three hours? The worst thing you can do?

Customer Support 195

Customer Support Brand ambassadors Scripts Customer Care 195

ShepHyken

SEPTEMBER 10, 2021

Customers want their concerns resolved swiftly, without having to wait in line or being handed from one executive to another. . A good customer experience (CX) begins with a 24-hours seamless website user experience, followed by top-notch customer care, and concludes with the receiving of the product/service purchased from you. .

Customer Experience 261

Customer Experience Advertising Employee engagement Customer centricity 261

Concentrix

JANUARY 29, 2025

Play Video

Customer Care 62

Customer Care Contact Center 62

Bill Quiseng

DECEMBER 6, 2021

To customers, it’s all about them, not the employees. Then let them know that you want your employees, not to take care of customers, but to care for customers. Then encourage them to come up with ideas for customer care. . Distribute positive customer comments via your company email.

Customer centricity 195

Customer centricity Education Customer Care Surveys 195

CCNG

OCTOBER 4, 2023

In 1979, a relatively unknown band, The Buggles, released their hit song “Video Killed The Radio Star”. Now, let's dive into this fascinating fusion of tech and customer care. Of late, I see many CX practitioners worrying that this song will become the anthem of an industry lost to artificial intelligence (AI). I THINK NOT.

CCNG 195

CCNG Engineering Education Chatbots 195

Connecting the Dots

DECEMBER 19, 2019

But above all, employ video. Short videos are the best. No one has time to read a page of directions, but people will watch brief videos. My exhibit A is the airline safety video. In the past, NO ONE watched safety videos. Now, at least half of passengers watch the videos.

Education 62

Education Airlines Consulting Consulting 62

TechSee

DECEMBER 12, 2017

A truly authentic omnichannel customer experience is achieved when the consumer can seamlessly transition between any device and platform—including the web, voice, chat, messaging, social media, video and email. . At the same time, today’s rapid methods of engagement have conditioned customers to expect immediate response times.

Contact Center 143

Contact Center Enterprise Technology Customer Care 143

Myra Golden Media

DECEMBER 9, 2019

Customer Care. Short video on how to acknowledge a customer’s emotion: 3. Yield to Callers (Don’t interrupt or over talk customers). Customer Service eLearning – 10 courses to improve the way your employees talk to customers over the phone and email. Open with a lead-in. Good morning.

Customer Experience 156

Customer Experience Call Center Customer Care Customer Service 156

ShepHyken

JUNE 2, 2017

Below are a few great examples of organizations that have completely re-architected the way they think about and interact with customers – and produced a sustainable ROI as a result: The Royal Bank of Scotland integrated their customer data into an always-on customer brain (video).

Wireless 189

Wireless Banking Analytics Call Center 189

Myra Golden Media

JULY 9, 2017

Thrilled with the results I got in that meeting, I shared the 3 steps with my employees who worked in customer care. I thought the steps could help them pre-empt escalations with our difficult customers, and they did! Escalations are time-consuming and frustrating for everybody, even for customers.

Customer Care 196

Customer Care Management Call Center Customer Experience 196

Myra Golden Media

NOVEMBER 20, 2019

How to Handle Difficult Customers. 30-Minute De-escalation Online Class to Help Your Employees Get Angry Customers to Back Down, Even Customers Who Want a Supervisor – with Video Teaching, Simulations, Knowledge Checks, and Practice Interactions. with a focus on de-escalation). You will not be sorry.”.

Coaching 185

Coaching Customer Care Customer Support Feedback 185

Hodusoft

NOVEMBER 19, 2020

It allows customers to easily interact with a customer care agent or account manager, without stepping their foot in the bank. A video chat contact center software can bring further improvements in online banking systems. Thus, implementing live chat with video chat in banks has plentiful benefits.

Contact center software 52

Contact center software Banking Contact Center contact center solutions 52

CCNG

OCTOBER 6, 2020

Even worse, I once loaded my high-stakes presentation with video clips before realizing that our internal security protocols would not allow anyone to view videos on their end, thus losing my message and impact. I have also been that leader who scheduled a virtual meeting without regard for the time differences of participants.

CCNG 195

CCNG outsourcing Surveys Coaching 195

TechSee

APRIL 10, 2019

The omnichannel customer experience is comprised of multiple customer touchpoints, over a range of channels that seamlessly connect, allowing customers to move back and forth from one experience to another on any device and platform: web, voice, chat, messaging, social media, video and email.

Customer Experience 154

Customer Experience Customer centricity Interactive Voice Response Wireless 154

CX Global Media

SEPTEMBER 10, 2018

I was introduced to the system when Joachim “Joe” Rogers , the senior director of customer care for Coca-Cola Consolidated, shared it at a CCNG regional meeting. VIDEO INTERVIEW] Joachim “Joe” Rogers, senior director of customer care for Coca-Cola Consolidated talks Employee Engagement – Click to Tweet .

Employee engagement 185

Employee engagement CCNG Contact Center Education 185

Call Center Weekly

JANUARY 24, 2018

The possibilities are endless, but here are three ways to use digital content to enhance the customer experience: Social media Whether you offer formal social media customer care or not, you can use social platforms to educate your customers. And if Facebook’s not your thing, YouTube works!)

Education 149

Education Contact Center Customer Care Customer Experience 149