ShepHyken

NOVEMBER 27, 2023

Each week, I read many customer service and customer experience articles from various resources. Field Tested Tips for Aligning Customer Service and Marketing by Ronnie Gomez (Sprout Social) If a business is an orchestra, then every department is its own instrument. Here are my top five picks from last week.

Customer Service 184

Customer Service Morale Customer retention Marketing 184

ShepHyken

JULY 1, 2016

Frontline employees in the thick of everyday customer service may see or speak to 100+ clients a day, which gives them valuable insight into your business. Open up the line of communication with your employees to evaluate your current processes and reach your customer experience goals. Foster the Voice of the Employee.

Brand ambassadors 215

Brand ambassadors Construction Morale Feedback 215

Customer Guru

AUGUST 8, 2018

Customer experience (CX) is the relationship of a customer with a business at all touchpoints during the period of the customer journey. It is widely said that customer experience is the next battleground for organizations. Adam is a globally recognized expert on customer experience.

Customer Experience 130

Customer Experience Chief Customer Officer Consulting Consulting 130

ShepHyken

SEPTEMBER 24, 2023

Each week, I read many customer service and customer experience articles from various resources. Decoding CSAT: What It is and How to Calculate Your Score by Dorcas Adisa (Sprout Social) In this article, we answer everything you need to know about customer satisfaction score (CSAT). How do they do it?

Customer Service 188

Customer Service Morale Surveys Consulting 188

TeleDirect

APRIL 7, 2025

With the right training strategies in place, call centers can deliver superior customer experiences, improve agent performance, and drive business growth. It improves service quality, boosts morale, reduces turnover, and ensures that agents can handle a wide range of customer interactions professionally.

Call Center 62

Call Center First call resolution Best practices Gamification 62

CX Global Media

OCTOBER 15, 2018

If leadership training is provided, it’s typically provided via traditional classroom workshops or seminars that are known to deliver very low return on investment for leadership development, impact and learner interest. Insight is the igniter of what you should do next, and a catalyst for creating new value for your customers.

Contact Center 269

Contact Center Morale Call Center Metrics 269

Beyond Philosophy

JANUARY 4, 2024

From a business perspective, the same concept applies to Customer Experiences. You can’t flip a switch and get the organization to be customer-centric. It should happen over time, with incremental improvements moving everyone to a customer-centric culture and experience. Then, she dropped down to one stick.

Customer centricity 243

Customer centricity Morale Finance Education 243

CSM Magazine

DECEMBER 5, 2024

In the modern business landscape, creating a diverse customer service team is both a moral imperative and a strategic advantage. In fact, diversity, equity, and inclusion (DEI) are some of the key trends shaping modern recruitment and hiring practices — signaling a vital need for customer service teams to reflect these values.

Customer Service 52

Customer Service Morale Education Enterprise 52

Real Blue Sky

NOVEMBER 25, 2024

Emotional Agility Series – Part 2: Cultivation Cultivate Emotional Agility in the Customer Experience Reflecting on my own experience from Part 1 of this series—where I encountered a front desk manager who lacked emotional agility—it became clear how a single failure to manage emotions can impact the perception of a brand.

Construction 52

Construction Morale Feedback Coaching 52

Fonolo

AUGUST 24, 2021

Customer experience. Agent morale. Visual IVR , Voice Call-Backs , and Smart Routing are all great tools to decrease call volume, improve customer satisfaction, and in turn, improve agent productivity and overall work experience. Your agents spend most of their workday on the front lines talking to customers.

Call Center 148

Call Center Morale Best practices Contact Center 148

Kristina Evey

JANUARY 13, 2015

What does this have to do with your business and the customer experience? So, remember make improving the customer experience a HABIT in your organization. Happy New Year and I’m honored to have you in my community to change the world of business, one experience at a time! EVERYTHING! . . – Arthur F.

Customer Experience 87

Customer Experience Customer Service Morale Coaching 87

CX Global Media

JULY 11, 2019

We know that traditional approaches like multi-day workshops don’t build skills efficiently. Nate Brown Director Of Customer Experience, UL EHS Sustainability. In this session we will explore methods of leadership communication that will enhance the morale and performance of your center’s workforce.

Contact Center 120

Contact Center CCNG Morale Coaching 120

Comm100

DECEMBER 19, 2017

Every company out there is trying to be more customer-centric, and the race for an excellent customer experience is heating up. Nowadays, having competitive prices and bombarding customers with advertisements and offers is not enough. Customer experience objectives. Download Now. Set Clear Objectives.

Customer Experience 156

Customer Experience Morale Journey mapping Customer centricity 156

Netomi

JANUARY 5, 2022

This is especially true in the customer service industry. Customer Experience (CX) has catapulted into one of the most important aspects of determining business success. At Netomi, we deeply care about improving the customer experience. Can I Work a Customer Service Job from Home? Adrian Swinscoe.

Customer Experience 98

Customer Experience Customer Service Consulting Consulting 98

ClearAction

DECEMBER 31, 2017

What is Customer Experience Improvement? That’s really the goal of customer experience management, whereas recommendations, high survey scores, repeat purchases, and so forth are all means to this end. It’s all about longer, more profitable relationships between your company and your customers. Lynn Hunsaker.

Customer Experience 54

Customer Experience Morale Accountability Surveys 54

ClearAction

NOVEMBER 21, 2015

Customer Experience for the Future — Key #4: Collaboration Earns Trust. Reality is that the customer experience journey or lifecycle is horizontal, fluid, and continuous across a company's various departments and processes. Are we in touch with reality? Yet these are truths.

Customer Experience 67

Customer Experience Morale Journey mapping Gamification 67

The Northridge Group

JULY 20, 2023

Download Part II of Northridge's State of Customer Experience 2023 Research Report for more CX insights! Preferred Employee Experience: What Associates Want For employees, returning to fully in-office work reduces their experience by adding transportation time and costs, childcare expenses, and additional health expenses.

Contact Center 128

Contact Center Abandon rate contact center associations Average Handle Time 128

NobelBiz

SEPTEMBER 3, 2024

Unless constantly upgraded with a skill or professional development, agents may not be able to meet higher degrees of customer expectations or manage issues effectively. Low Employee Morale Employee morale directly goes hand in hand with productivity. See why teams choose NobelBiz for boosting customer experience.

Call Center 98

Call Center Morale First call resolution Abandon Call 98

ClearAction

AUGUST 21, 2016

Organizational Adoption of Customer Experience Excellence Lynn Hunsaker. Organizational adoption of customer experience excellence is the holy grail that drives sustained growth. Temporary upticks in revenue are possible without it, yet optimization of customer lifetime value requires it.

Customer Experience 54

Customer Experience B2B Surveys Engineering 54

CSM Magazine

JANUARY 2, 2025

Active Listening Workshops : Empathy begins with listening. Offer workshops that focus on active listening techniquesthings like reflecting back what a customer says and avoiding interruptions. Customer Feedback and Surveys Want to know how well your team connects with customers? Empathy becomes contagious.

Customer Support 52

Customer Support Scripts Healthcare Feedback 52

CSM Magazine

JANUARY 2, 2025

Active Listening Workshops : Empathy begins with listening. Offer workshops that focus on active listening techniquesthings like reflecting back what a customer says and avoiding interruptions. Customer Feedback and Surveys Want to know how well your team connects with customers? Empathy becomes contagious.

Customer Support 52

Customer Support Scripts Healthcare Feedback 52

SharpenCX

MAY 31, 2023

High turnover rates not only lead to increased recruitment costs but also impact the overall customer experience. In this blog post, we’ll explore effective methods for retaining call center agents, ultimately paving the way for improved customer experiences and business success.

Call Center 76

Call Center Coaching Construction Morale 76

TechSee

AUGUST 26, 2024

This multitasking can lead to divided attention and slower response times, which might impact the customer experience negatively. While phone calls demand real-time engagement, chats allow agents to switch between multiple customers, which can result in inconsistencies and delays in response.

Call Center 124

Call Center Customer Service Average Handle Time Interactive Voice Response 124

Interaction Metrics

FEBRUARY 20, 2025

But heres the problem: too many companies chase a better NPS the wrong waybombarding customers with ineffective surveys and gathering unreliable data. Instead of improving the customer experience, they end up frustrating customers even more. Provide workshops and targeted coaching based on NPS insights.

Surveys 62

Surveys Benchmark Feedback Metrics 62

CSM Practice

AUGUST 7, 2020

This session featured VitalSource, a leading education technology solutions provider led by William Chesser, VP for Customer Success, and Shanna Daniel, Manager for Partner Success Teams. The customer journey maps allow customer success managers to feel that they can lead the customer during their journey and become more proactive.

Journey mapping 81

Journey mapping Morale SaaS Education 81

Calabrio

APRIL 11, 2025

trillion in global sales are at risk in 2025 due to one thing: bad customer experiences. To drive customer loyalty and sustain success, contact centers must keep up with customers consistently rising expectations. Understanding the Customer Journey: Knowing how the contact center fits into the overall customer experience.

Contact Center 52

Contact Center Coaching Call Center Average Handle Time 52

Calabrio

MARCH 5, 2025

However, VoC is also a set of established approaches, tools, and strategies used to capture and analyze customer datain other words, for making use of what your customer have to say to foster brand loyalty and enhance overall customer experience (CX). Book a free demo today to learn more.

Best practices 40

Best practices Benchmark First call resolution Contact Center 40

CSM Magazine

JANUARY 27, 2025

These trends can inform how you refine your operations and improve your customer experience. Social Media Engagement Social media isnt just a marketing toolits a direct line to your customers. Your customers expect accuracy and speed, and when they dont get it, trust erodes fast. Updating your chatbot?

Customer Service 52

Customer Service Multi-channel support Chatbots CRM 52

ProProfs Blog

DECEMBER 23, 2019

Are you just hearing or actively listening to what your customers are saying? Customer experience metrics have penetrated most organizations. But it is not just about customer satisfaction surveys or getting to track the Net Promoter Score although both can be part of the overall equation.

Customer centricity 144

Customer centricity Journey mapping Surveys Feedback 144

VocalCom

JULY 10, 2017

A clear protocol for peer communications is crucial to delivering seamless customer experiences and saving time. Giving employees a chance to get to know one another and enjoy fun activities together away from the office can boost morale. Should a supervisor be notified?

Call Center 54

Call Center Contact center software Morale Contact Center 54

CSM Magazine

OCTOBER 3, 2024

Every year, the first week of October marks an important celebration that resonates across industries—Customer Service Week. Customer Service Week is a dedicated time for organizations to recognize the critical role that customer service professionals play in improving customer experiences and ensuring business success.

Customer Service 52

Customer Service Customer centricity Morale Employee engagement 52

delighted

SEPTEMBER 20, 2019

Historically, the concept of “customer experience” has been seen as purely the responsibility of customer support. Customer experience” was strictly customer service-driven and incredibly retroactive — something that was only monitored or addressed post purchase. Does customer experience increase revenue?

Customer Experience 45

Customer Experience Customer Service Surveys Self service 45

JustCall

MARCH 28, 2023

Additionally, a collaborative environment fosters trust and camaraderie among team members, boosting morale and overall job satisfaction. Through shared experiences, best practices, and insights gained from successes and failures, knowledge exchange occurs naturally among team members.

Sales 52

Sales Best practices CRM Morale 52

Comm100

MAY 27, 2024

Regular training sessions and workshops can help reinforce the objectives and strategies. This not only boosts morale but also reinforces the importance of focusing on customer satisfaction. Wrap-up A robust CSAT improvement plan is integral to building a sustainable culture of continuous improvement in customer service.

Morale 45

Morale Customer centricity Feedback Wait times 45

CSM Magazine

AUGUST 22, 2019

These are all signs that we’re burned out or morale is very low. Talk about how you felt when you heard these calls and how this fantastic service helps achieve your organization’s customer experience goals. You could also pick some of the best chat or email interactions to share.) Yes, I’m serious about this one.

Customer Service 45

Customer Service Morale Call Center Consulting 45

CSM Practice

AUGUST 7, 2020

This session featured VitalSource, a leading education technology solutions provider led by William Chesser, VP for Customer Success, and Shanna Daniel, Manager for Partner Success Teams. The customer journey maps allow customer success managers to feel that they can lead the customer during their journey and become more proactive.

Journey mapping 52

Journey mapping Morale SaaS Education 52

Comm100

NOVEMBER 30, 2017

This could mean though that agents aren’t prepared enough to adapt their existing customer service knowledge to the live chat system – which could cause negative encounters with customers through misinterpreted comments, slow chats, or grammar gaffes. Top Tips: Hold a scripting workshop for your agents.

Customer Service 52

Customer Service Scripts Morale Wait times 52