Beyond Philosophy

DECEMBER 10, 2015

You could have a great experience with a product or service, but if something unpleasant or disappointing happens at the end of that experience, that unpleasantness is the part that you remember. It can be the screech that ruins your Customer Experience. This rehearsal should be designed into your Customer experience.

Customer Experience 274

Customer Experience Journey mapping Consulting Consulting 274

Balto

OCTOBER 22, 2024

“To Script or Not to Script” For decades, call center scripting software has been at the heart of customer service operations, helping call center agents navigate complex conversations, ensure compliance, and provide a consistent customer experience.

Scripts 52

Scripts Call Center Customer Service call center software 52

TeleDirect

MARCH 7, 2025

Best Practices in Call Script Design: Crafting the Perfect Balance Between Information Gathering and Personalization Best Practices in Call Script Design play a critical role in delivering high-quality customer interactions while maintaining efficiency in a call center. Key Elements of an Effective Call Script 1.

Scripts 62

Scripts Best practices Personalization First call resolution 62

ShepHyken

AUGUST 19, 2022

In their recent survey of over 560 agents, they found that agents who stray from their prescribed call scripts are happier in their jobs overall. A deeper dive into this finding reveals that agents most often deviate from their scripts because they want to improvise based on the customer’s needs.

Scripts 223

Scripts Customer Experience Employee engagement Best practices 223

Fonolo

SEPTEMBER 7, 2021

This is often the first stage in a customer service journey, so making your welcome greeting and routing accessible and intuitive is a key aspect to your call center functionality. It’s also a chance to set the bar for overall customer satisfaction. The Contact Center Playbook for Improving Customer Satisfaction.

Interactive Voice Response 158

Interactive Voice Response Scripts Call Center Abandon rate 158

ShepHyken

APRIL 9, 2021

To provide a superior customer experience, you need to be since and genuine throughout the conversation. First, ditch the scripts. If you’re a new customer support rep, your organization will certainly ask you to follow a script. Reading from a script makes you sound like a robot. But guess what?

Customer Service 376

Customer Service Scripts voip contact center solutions 376

ShepHyken

JUNE 17, 2019

Each week I read a number of customer service and customer experience articles from various resources. 7 Powerful Customer Service Phrases You Need to Use by Josh Carlyle. Qminder) Here are 7 powerful customer service phrases that can support your interaction with customers. Here are seven of them.

Customer Service 292

Customer Service Scripts Feedback Call Center 292

Vistio

JANUARY 27, 2025

In contact centers, scripts have long been a cornerstone of customer interactions. But as customer demands grow more complex and situations become less predictable, relying solely on scripts can hinder an agents ability to deliver exceptional service. Consistency: Providing a unified customer experience.

Scripts 52

Scripts Coaching Contact Center Feedback 52

Fonolo

SEPTEMBER 28, 2022

The value is in the timing—customers will give the most accurate accounts of their service experiences shortly after they’ve happened. The surveys give contact centers valuable insight into agent performance, customer experience, and other factors that can inform CX strategy. Customer experience.

Scripts 138

Scripts Surveys Interactive Voice Response Call Center 138

CCNG

AUGUST 28, 2024

By rapidly embracing digital tools like AI, Analytics, and Automation, contact centers are completely changing how they function and deliver customer experience. By automating certain actions, contact centers can reduce resolution time and ensure consistency and accuracy in handling customer inquiries and data entry.

Contact Center 195

Contact Center Interactive Voice Response Customer Experience CCNG 195

ShepHyken

MAY 11, 2021

Applying the Velocity Mindset in Customer Service. How Empathy Accelerates Great Customer Experience. They discuss the impact of empathy in delivering customer-focused service. . A customer service mindset plus a velocity mindset equals a great customer experience. . Top Takeaways: .

Scripts 433

Scripts Customer Service Customer Experience 433

ShepHyken

NOVEMBER 4, 2022

This week, we feature an article by Baphira Wahlang Shylla, a digital marketer at Knowmax , a SaaS company that provides knowledge management solutions for various industries that are seeking to improve their customer service metrics. She shares how BPOs can enhance your customer experience.

Customer Experience 168

Customer Experience Scripts Self service outsourcing 168

ShepHyken

NOVEMBER 29, 2017

They are being taught the same lessons in voice and body language that actors are taught to help them create a better customer experience. The first thing I thought when I heard this is that they are teaching employees how to engage with customers by acting out a scripted response. There is no script.

Scripts 260

Scripts Personalization Customer Service Customer Experience 260

ShepHyken

OCTOBER 27, 2021

It can seem as if you’re working off of a script, which is okay as long as the customer doesn’t get the sense that you’re working off of a script. . It’s okay, as long as you are aware and using that important phrase at the right times. Using it because you have nothing else to say can come off as insincere.

Scripts 391

Scripts Customer Service Customer Support Customer Experience 391

ShepHyken

APRIL 15, 2022

This week, we feature an article by Manpreet Chawla, senior digital marketing specialist at Knowmax , a knowledge base management solution for enterprises looking to provide exceptional customer experience to their customers via enhanced agent satisfaction. Top 5 ways to create a robust customer experience strategy .

Customer Experience 190

Customer Experience Customer Support Enterprise Scripts 190

Beyond Philosophy

MAY 31, 2019

However, my great experience is not why I return and drive past six or seven other bait and tackle shops to get to it. Economists say the reason I go back to Discount Tackle is that I remember it was a great experience. We don’t choose between experiences; we choose between the memories of experiences.

Scripts 382

Scripts Customer Experience Consulting Consulting 382

Beyond Philosophy

MARCH 17, 2015

We have written a great deal about this in my new eBook Unlocking the Hidden Customer Experience. It’s a phrase derived from the famous Milgram study from the 1960s where participants were encouraged to administer fatal shocks to another participant at the urging of an experiment proctor in a white lab coat.

Sales 379

Sales Scripts Marketing Customer Experience 379

ShepHyken

MAY 31, 2021

Each week I read a number of customer service and customer experience articles from various resources. 5 Ways to Drive Brand Loyalty and Customer Lifetime Value by Ian Simons. (Ad Take a close look at number four, which is about optimizing for lifetime value, not just the cost of acquisition for a new customer. (I

Customer Service 349

Customer Service Chatbots Customer effort Scripts 349

ShepHyken

AUGUST 12, 2016

Musicians and actors use improvisation to hone skills, to improve reaction times, and to become more adept at adapting to changing circumstances, and in their improvisational explorations, we can find lessons that are applicable to customer service. Customer Service Patterns and Scripts. The principle is the same.

Customer Service 221

Customer Service Scripts Consulting Consulting 221

Win the Customer

SEPTEMBER 15, 2020

Like any other industry, there’s always room for improvement in call center customer experiences. Call centers must deliver the best customer experience from jump, or else risk dealing with an unsatisfied customer, and getting negative press. Here are 7 tips for call centers to improve customer experiences: 1.

Call Center 157

Call Center Customer Experience Brand ambassadors Interactive Voice Response 157

Beyond Philosophy

JANUARY 20, 2020

In our global Customer Experience consultancy, we have encountered clients that use escalating commitment as a sales technique. They build scripts within call centers to get customers to say yes to things early, effectively getting them in the habit of saying yes. Escalating Commitment into a Sale.

Advertising 447

Advertising Telemarketing Consulting Consulting 447

Beyond Philosophy

OCTOBER 13, 2022

The experts loved it because it felt like the customers were with them, and they could share experiences and anecdotes, making a personal connection. Before, they might have received the call, run through the script, hit the checkbox, and moved on to the next call.

Customer Experience 221

Customer Experience Contact Center Engineering Scripts 221

ShepHyken

FEBRUARY 23, 2018

This week we feature an article by Nathalie Herrman who writes about three key principles that are at the root of all great customer service. She also reminds us that the customer experience begins with the employee experience. – Shep Hyken. It made me want to scream. Where had she been for the previous ten minutes?

Scripts 235

Scripts Employee engagement Customer Service Customer Experience 235

Beyond Philosophy

MARCH 13, 2017

Since I work in the customer experience field, I’m always able to find a funny story of a customer’s terrible experience! In our Customer Experience Management Training , we use stories of truly horrendous customer experiences to get them laughing while also absorbing a key concept. Be natural.

Scripts 313

Scripts Consulting Consulting Customer Experience 313

TechSee

SEPTEMBER 24, 2019

Was this evidence of a successful customer experience strategy? Delivering a consistent customer experience is imperative for companies that want to drive loyalty. Inconsistent interactions confuse customers and can damage the brand’s reputation. Inconsistent experiences do serious damage. Will Sam be back?

Customer Experience 150

Customer Experience Self service Banking Analytics 150

TMP Direct

APRIL 2, 2025

They expect instant responses, seamless service, and a personalized experience at every touchpoint. Businesses that fail to adapt risk losing customers to competitors who have mastered the art of customer experience (CX) in 2025. Smarter Customers, Smarter Businesses The landscape of CX is evolving rapidly.

Customer Experience 52

Customer Experience Chatbots Self service Benchmark 52

Calabrio

APRIL 24, 2025

Customer Experience Contact Center AI How Automated Quality Management is Revolutionizing Agent & Customer Experience Jump ahead What is Automated Quality Management? This allows organizations to move beyond guesswork and make data-driven decisions to elevate every aspect of their contact center operations.

Quality management 52

Quality management Customer Experience Management Coaching 52

Beyond Philosophy

MARCH 29, 2016

They used identical scripts, but the stakes were higher for some participants than others. These results are consistent with what we have learned in conducting customer mirrors. And it turns out that subconscious elements like the quality of a smile can have a dramatic effect on a customer’s experience. Probably not.

Consulting 283

Consulting Consulting Advertising Scripts 283

Beyond Philosophy

SEPTEMBER 27, 2019

One of the things I learned was that Marketing should know the marketplace and understand their customers. Moreover, every campaign, script, web page, and tweet should have a purpose, something that you are hoping the communication will cause people to do. Marketing communication should reflect this understanding.

Marketing 268

Marketing Advertising Scripts Consulting 268

TechSee

JANUARY 27, 2025

Reasoning enables machines to think, learn, and make decisions based on data, experience, and context. In this blog post, I’ll explain what Reasoning is, why it matters in customer service, and how it elevates customer experiences. What is AI Reasoning?

Average Handle Time 124

Average Handle Time Chatbots Scripts Engineering 124

TechSee

APRIL 24, 2025

Disconnected customer experiences are even worse. TechSee empowers you to flip the script—with visual intelligence that makes WiFi problems visible, solvable, and even profitable. From RMA to ROI: A Smarter Path Forward Returns are expensive.

Upselling 124

Upselling Average Handle Time Self service First call resolution 124

ShepHyken

OCTOBER 29, 2021

This way, every team member is aware of all the customer interactions, thereby creating a consistent customer experience (CX) no matter which channel the interaction begins on. It is extremely viable for customers to reach the right person in charge to guide them through. Call scripting . Call routing .

call center software 216

call center software Call Center Customer Support Scripts 216

Callminer

NOVEMBER 6, 2018

Accenture report revealed that 67% of respondents said they switched because of experience, not product or price. To produce stats as powerful as these, a large percentage of companies must be getting customer experience very wrong. So, why don’t companies act to stop customers saying goodbye?

Scripts 186

Scripts Call Center Call center experience Contact Center 186

Beyond Philosophy

JUNE 17, 2019

I am cursed with the fact that I can’t have a Customer Experience without analyzing it and defining what they should do differently. But I am also blessed, because my Customer Experience knowledge has fed my family for 20 years! Why You Must Create and Sustain a Customer-Centric Culture. So I shouldn’t complain.

Customer centricity 303

Customer centricity Consulting Consulting Scripts 303

TechSee

AUGUST 7, 2024

Customer experience (CX) is a focal point for businesses striving to achieve a competitive advantage. Online reviews and consumer feedback are paramount, and social media only magnifies the importance of creating positive customer experiences. What is Customer Experience Automation?

Customer Experience 124

Customer Experience Customer Service Interactive Voice Response Chatbots 124

ShepHyken

APRIL 16, 2019

Enhancing the Customer Experience Through Emotional Engagement. They discuss his new book, Leading Loyalty: Cracking the Code to Customer Devotion , and the importance of empathy, responsibility, and generosity in the customer experience. Quotes: “Empathy doesn’t come from scripts.

Scripts 264

Scripts Enterprise Customer emotions Customer Service 264