Callminer

APRIL 30, 2020

Given the often-hectic nature of call-based customer support, it is not at all uncommon for conflicts to arise with confused or otherwise frustrated customers. For more information on improving the customer experience, download our white paper, Leveraging Emotion to Improve CX & Elevate Contact Center Performance.

Customer Service 273

Customer Service Scripts Construction Feedback 273

ShepHyken

MARCH 26, 2019

About : Dr. Natalie Petouhoff is the Vice President of Customer Service Innovation at Salesforce Service Cloud. With years of experience as a contact center analyst, a customer service advisor, and more, she has authored over 150 white papers, e-books, and webinars.

Chatbots 319

Chatbots Contact Center Technology Customer Experience 319

ShepHyken

NOVEMBER 24, 2017

This week we feature an article by Brooke Harper who writes about the importance of using social media to provide great customer service. If you’re not monitoring what customers are saying about you and your company on social media, what are you waiting for?! – Shep Hyken.

Customer Service 223

Customer Service B2B B2C Accountability 223

Callminer

JULY 30, 2020

No company wants to receive complaints about bad customer service, but even companies that strive to create exceptional customer service will occasionally disappoint a customer. Still, responding to complaints about bad customer service can be difficult, even for your best call center agents.

Call Center 265

Call Center Customer Service Scripts Coaching 265

Callminer

FEBRUARY 19, 2020

For information on improving the customer experience through the use of innovative AI technology, download our white paper, How AI Improves the Customer Experience. However, this diversification of customer service channels makes staying on top of communication more complex in practice.

Call Center 287

Call Center Accountability Technology Customer Support 287

Beyond Philosophy

JUNE 4, 2015

More than just a buzzword, ‘being human’, especially in brand-building and leveraging customer relationships, has become a buzz-phrase or buzz-concept. To understand customers, the effective enterprise needs to think in human, emotional terms. Service is one of the few times that companies will directly interact with their customers.

Airlines 360

Airlines Marketing Enterprise Advertising 360

ijgolding

DECEMBER 2, 2015

Followers of my blog will know that I am keen to share others perspectives on the subject of Customer Experience when the opportunity arises. ” The big question is HOW do you achieve it – how do you transform an organisation to become Customer Centric? You can view and download the full White Paper here.

Customer centricity 48

Customer centricity Enterprise Advertising Consulting 48

Fonolo

MAY 31, 2018

In Top Gun , the 1986 classic, Pete “Maverick” Mitchell’s famous phrase effectively summed up the future of customer service (CS). Speed is arguably the most significant benchmark for every single customer service interaction today. Businesses can never be too fast to reply, react, or resolve an issue.

Interactive Voice Response 86

Interactive Voice Response Customer Service Customer advocacy Benchmark 86

Beyond Philosophy

NOVEMBER 28, 2016

Several years ago, in worldwide customer service experience research conducted for a major high-tech client, to drive stronger downstream customer behavior, it was found that processes and customer interaction had to take service employees well beyond the basics of knowledge, efficiency, and friendliness.

Employee engagement 364

Employee engagement Consulting Consulting Enterprise 364

Callminer

JULY 22, 2020

For information on reducing employee churn at your call center, download our white paper, Understanding How Interaction Analytics Can Reduce Agent Attrition. This termination letter example shows how you can go about issuing a termination notice to businesses whose services you had previously contracted.

Call Center 182

Call Center Customer Service Best practices Coaching 182

ShepHyken

JUNE 29, 2020

Each week I read a number of customer service and customer experience articles from various resources. 4 Actionable Customer Experience Statistics For 2020 by Daniel Newman. My Comment: The Net Promoter Score (NPS) is one of my favorite methods for measuring customer sentiment. But there’s more.

Customer Service 32

Customer Service Coaching Consulting Consulting 32

VocalCom

JUNE 16, 2020

The post [White Paper] Contact Centers of the Future: Creating Tomorrow’s Experience appeared first on Vocalcom Blog.

Contact Center 62

Contact Center Multichannel Call Center Customer Service 62

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. Even millions!

Marketing 222

Marketing Customer Service Airlines Self service 222

Inbenta

OCTOBER 30, 2024

As the holiday season approaches, businesses are starting to grapple with an overwhelming number of customer requests. consumers define good customer service as friendly and welcoming. Meanwhile, an overwhelming majority (82%) of the top-performing companies report paying “close attention” to customer experience. 

Self service 52

Self service Benchmark Chatbots Enterprise 52

Jon Arnold

MAY 31, 2023

While it may be a necessary evil for customer “service”, there’s also an opportunity for contact centers and brands to use that time in a more constructive, engaging fashion. Annoying music can certainly make the experience even worse, but imagine providing content that customers would actually want to hear while on-hold.

Construction 59

Construction Contact Center Personalization Customer Experience 59

Fonolo

MAY 24, 2018

After all, customer happiness and engagement are amongst the most significant drivers behind the image, culture, and success of an organization. In fact, 82% of consumers surveyed by Zendesk in their annual Benchmark Report said they stopped doing business with a company because of bad customer service from call centers.

Call Center 87

Call Center Benchmark Metrics Analytics 87

Fonolo

NOVEMBER 29, 2018

As always, we keep watch of trends and issues pertinent to contact centers, continuously shifting due to technological advancements; mergers and acquisitions in the SaaS space; the realigning of customer service and experience priorities on the part of brands; and more. Going forward, what will these trends be?

Contact Center 73

Contact Center Gamification contact center workforce Education 73

Fonolo

NOVEMBER 29, 2017

If you don’t ensure consistency across multiple customer service channels, then the overall experience will be negative, which potentially negates your investment in multi-channel. According to the State of Customer Service , the main objective for customer experience leaders will be to deliver an ‘effortless’ multi-channel experience.

Contact Center 16

Contact Center First call resolution Metrics Call Center 16

Fonolo

JUNE 14, 2018

Whether your gaze is firmly fixed on customer service or the overarching customer journey, timeliness combined with efficiency is one of the most important, universal, and constant pieces of a good client experience. The critical aspect to any ‘race to the top’ is speed. Your business depends on it.

Chatbots 90

Chatbots Brand ambassadors Agent burnout Complaint resolution 90

Callminer

FEBRUARY 23, 2021

A new need for more adaptive service options, including improved omnichannel customer experience, has shown up as a strong trend with few signs of letting up. Adapting to a shifting market means making changes to agent engagement processes , team cooperation, agent training and more, while maintaining a positive customer experience.

Call Center 376

Call Center Technology Banking Contact Center 376

Callminer

MAY 11, 2020

Download our white paper, Understanding How Interaction Analytics Can Reduce Agent Attrition , to learn more about how interaction analytics can help you create a positive company culture and better support your employees to reduce attrition. Meet Our Panel of Customer Service & Customer Experience Managers: Anh Trinh.

Management 273

Management Customer Experience Customer Service Coaching 273

CCNG

DECEMBER 1, 2022

These best-practices have come from decades working alongside top people in customer service and support. For a complete list of our best-practices you can use this link for a copy of the full white paper. However, I believe these strategies can be applied almost universally.

Best practices 195

Best practices CCNG Personalization Customer Service 195

ShepHyken

JULY 15, 2016

Tom Hoffman is Executive Business Editor at 1to1 Media where he’s responsible for overseeing the organization’s custom content operations. As part of his role, Hoffman works directly with clients on projects such as e-books, white papers, executive Q&As, case studies, and webinars. Hoffman, a graduate of St.

Customer Experience 198

Customer Experience Journey mapping Feedback Surveys 198

TechSee

DECEMBER 12, 2017

Are you part of the 80% of enterprises that feel their current customer service systems do not meet their future needs? To enhance customer satisfaction, more and more companies are transforming into an omnichannel contact center – providing a frictionless customer service experience across multiple touchpoints.

Contact Center 143

Contact Center Enterprise Technology Customer Care 143

CSM Magazine

MAY 19, 2022

Verizon and PCI Pal release joint white paper with Servadus addressing contact centre best practices in the wake of PCI DSS 4.0 The white paper, Keep Calm and Simplify – Contact centre best practices in the era of PCI DSS 4.0 , also looks at best practices and emerging technologies that will shape the payment security industry.

Best practices 52

Best practices Government SaaS Technology 52

Callminer

FEBRUARY 5, 2020

For more information on leveraging Voice of the Customer solutions with data-driven strategies, as well as recognizing their impact on brand loyalty and your business’s bottom line, download our white paper, Measuring the Voice of the Customer: Data Driven Strategies & Tools to Unlock Voice of the Customer Insight.

Best practices 251

Best practices Call Center Metrics Surveys 251

Callminer

MAY 27, 2020

For additional information on improving the customer experience through analytics, download our white paper, Reduce Churn and Increase Customer Satisfaction with Speech Analytics. Contact Centers Leverage Self-Service. Self-service is one area in which contact centers shine due to their multi-channel approach.

Contact Center 207

Contact Center Call Center Interactive Voice Response Multichannel 207

TechSee

OCTOBER 7, 2024

The fusion of financial and environmental gains through TechSee’s visual intelligence solutions is revolutionizing the way businesses operate and engage with customers. For a more detailed analysis, be sure to download our comprehensive white paper and industry report.

First call resolution 124

First call resolution Transportation Customer retention Technology 124

Callminer

MARCH 6, 2020

Managers play an integral role in ensuring high quality customer service, from hiring and training call center agents to monitoring performance, keeping tabs on vital call center metrics and keeping agents motivated every day. From my point of view, the most useful customer service interview question for managers is…”.

Management 207

Management Customer Service Consulting Consulting 207

Callminer

APRIL 20, 2020

For more information on how artificial intelligence can help your company overcome new obstacles, take a look at our white paper, How AI Improves the Customer Experience. ” – Derek Gallimore, The strong future of outsourcing: White Paper , OutsourceAccelerator.

Business Process Outsourcing 286

Business Process Outsourcing outsourcing Call Center Engineering 286

Fonolo

MARCH 6, 2020

Getting back to your customers in a reasonable amount of time will help establish a connection with your customers and give them something to appreciate about you. Using your social media platforms to basically turn customer service questions into tickets that you can address will actually save you time too.

Customer Service 122

Customer Service Call Center Contact Center Accountability 122

Callminer

NOVEMBER 9, 2020

Further, malicious callers can manipulate customer service agents and automated systems to change account information, transfer money and more. Luckily, there are ways to spot inbound call fraud in real time, allowing agents to take back control over customers’ security without jeopardizing the overall customer experience.

Call Center 345

Call Center Banking Contact Center Accountability 345

CX Global Media

AUGUST 8, 2019

And then, whether through coaching or through automated systems help them get through these kinds of edge cases or challenging issues whether it’s compliance or customer service or just representing your company. We have a lot of information videos and, white papers that explained what we’ve done for our customers.

Contact Center 246

Contact Center Coaching Call Center Analytics 246

Callminer

FEBRUARY 12, 2020

Great customer service agents form the backbone of every successful call center operation. Learn more about how speech analytics can transform your training processes – and your call center operations as a whole – by downloading our white paper, 10 Ways Speech Analytics Empowers the Entire Enterprise.

Best practices 182

Best practices Call Center Construction Feedback 182

Callminer

FEBRUARY 4, 2021

While customer vulnerability isn’t new, it’s time companies take action to identify vulnerable customers and implement solutions to better equip company representatives and customer service agents to interact with customers experiencing vulnerability. James Boatwright. TheCodeGalaxy.

Call Center 345

Call Center Contact Center Finance Consulting 345