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Guest Blog: The Hidden Workings of Top Customer Support Teams

ShepHyken

This week we feature an article by Robert Occanyan who shares what successful customer support teams are doing to deliver an exceptional customer experience. . Here’s an important fact that customer support teams should always remember—people are more likely to remember negative experiences over positive ones.

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Uncovering the True Enemy of Great Customer Service with Brian Hamilton

ShepHyken

How can companies get better customer feedback? What should companies look for when hiring customer service employees? How can businesses move beyond customer satisfaction metrics? What role does empathy play in customer service? Pay attention to what customers are not telling you.

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Let’s Play 20 Customer Experience (CX) Questions – Part TWO

ShepHyken

Whats your favorite metric to measure customer success? While Im a big fan of a simple metric like NPS, when it comes to customer success and service, I coach my clients to think about TTH, as in Time to Happiness. I often experience this when I call customer support and the recording tells me my call is very important.

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Guest Blog: The 8 Elements of Customer Support Quality

ShepHyken

This week we feature an article by Pascal van Opzeeland who writes about the quality of customer support and what it takes to provide great customer support. – Shep Hyken. What makes a customer support interaction good or bad? To be good, a customer support interaction needs to be….

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Understanding and Meeting Customer Expectations with the Help of AI with Alexandre (Alex) Hadade

ShepHyken

This capability helps identify customer needs and resolve issues faster than ever before, making it easier for them to put processes in place to improve customer experience. It can analyze behavior patterns and predict trends that help businesses preempt customer issues, and enhance customer satisfaction. .”

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Call Center Metrics: Examples, Tips & Best Practices

Callminer

Depending on your call center’s primary functions, certain metrics may prove meaningless and unusable in a practical sense, while others can be pivotal in assessing performance and improving over time. An inbound call center operation handles customer queries, complaints, support requests and more. Types of Call Centers.

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Measuring the Impact of Empathy in Customer Support

CSM Magazine

Empathy is essential in customer support, but how do you know if its actually making a difference? By using customer feedback and tracking specific metrics, you can see just how empathy shapes the customer experience and drives your teams success. But there are effective ways to assess its impact.