ShepHyken

AUGUST 17, 2018

This week we feature an article by Kaavya Karthikeyan who writes about customer support metrics that you should be tracking. – Shep Hyken. The best way to outperform your peers is through constant evolution and refining, and nowhere does this apply more than in the customer support arena.

Benchmark 189

Benchmark Metrics Customer Support First call resolution 189

CX Accelerator

OCTOBER 3, 2019

Given that new employee onboarding is a critical time in the life of an employee, I challenged the CX Accelerator community to share two to three things their companies are doing right now, or need to do better in the future, to ensure that new employees are bought in to supporting customer experience (CX) efforts.

Feedback 296

Feedback Customer centricity Employee engagement Contact Center 296

ShepHyken

JUNE 8, 2018

The dissatisfaction you’ll be left with goes both ways: the cost of disappointed customers is high for companies, too. After just one bad customer support experience, trust in a brand is gone forever. Today’s customer support landscape is more than just email. See social media as proactive support.

Customer Support 195

Customer Support Brand ambassadors Scripts Customer Care 195

ProProfs Blog

JUNE 5, 2020

The good news is that CX experts from big brands are ready to spill the beans with their valuable customer service tips during COVID 19. These tips will help you keep your business operations afloat and make you ‘ live to fight another day ’. . Insightful Customer Service Tips During Coronavirus Pandemic.

Customer Service 214

Customer Service Customer centricity Metrics Customer Support 214

Global Response

DECEMBER 9, 2024

Finding the ideal outsourcing call center partner can help you scale for seasonal trends, plan for required support, train agents, and monitor and evaluate real-time performance. Meeting the challenges of seasonal business demands Understanding seasonal demand is the first step in preparing to meet the needs of customer support.

outsourcing 62

outsourcing Call Center Wait times Abandon rate 62

ShepHyken

NOVEMBER 23, 2018

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….

Customer Support 174

Customer Support Customer effort Self service Metrics 174

Callminer

JANUARY 18, 2021

To learn how CallMiner is helping African Bank better extract and operationalise insights from voice-based customer interactions in its call centres, watch to our Tech Central podcast, How CallMiner is Helping African Bank Retain and Grow its Client Base. . Agent Management Tips for International Call Centres.

Best practices 226

Best practices Call Center Contact Center Scripts 226

CSM Magazine

DECEMBER 23, 2024

Customer support can make or break the gaming experience, especially for new players navigating online casinos for the first time. Below, well explore best practices in casino customer support to win over new players while emphasizing trust, transparency, and efficiency.

Best practices 52

Best practices Customer Support Wait times Self service 52

ShepHyken

SEPTEMBER 12, 2016

People, especially our customers, want to know they are appreciated. Take a few minutes to thank someone in person, write a note, send an email or make a phone call. 8 Etiquette Tips to Inspire Customer Loyalty by Diane Gottsman. Skyrocket SaaS Growth: 56 Must Read Tips From Top SaaS Companies by Adam Feber.

Customer Service 288

Customer Service SaaS Customer Experience Marketing 288

ShepHyken

APRIL 23, 2021

You don’t want complaints to sit on a public forum like social media, which is why your social media person should either have the autonomy to reply to complaints or be given a strategy for addressing complaints. . If you have a wide-reaching brand, it could help to create a separate account to hone in on those customer inquiries. .

Customer Service 333

Customer Service Advertising B2B Chatbots 333

ShepHyken

MARCH 31, 2021

It’s been years since I’ve written about Get to Know Your Customer Day. This time I want to share a few tips on what to do for these special days that are observed throughout the year. By the way, if you can’t meet in person, you can always do a virtual focus group.

Feedback 395

Feedback Surveys Sales Customer Service 395

ShepHyken

NOVEMBER 1, 2020

If Customer Service Reps Were Honest [Spooky Edition]: The Scary Reality Your Customer Service Agents Face Every Day Plus How You Can Help by Veronica Krieg. Sharpen) If your customer service reps were honest, here’s a look into what they’d say – and tips you can use to help them during this spooky season and beyond.

Customer Service 272

Customer Service Customer Support Self service Customer Experience 272

ProProfs Blog

FEBRUARY 7, 2020

Everyone says that customer support used to be easy. For an 18th century blacksmith, the questions and concerns from customers were pretty simple. At least it was obvious that customers would simply walk to the store whenever they needed support. . Customer support is not rocket science.

Customer Support 160

Customer Support Surveys Inbound sales Construction 160

ShepHyken

OCTOBER 27, 2024

My CX research finds that while most customers (70%) prefer the phone as a primary channel for customer support, 30% prefer the digital experience, which can include chatbots. Topics include automation, personalization, 24/7 support, and more. Engage, Delete, Ignore or Snub?

Customer Service 198

Customer Service B2B Chatbots Education 198

ShepHyken

APRIL 26, 2021

My comment: You know I love stats and facts about anything related to customer service and CX. Tricia Morris has compiled a list of nine findings that anyone that has anything to do with a contact center and customer support should be aware of. Six Tips To Optimize Your Customer Service For First Touch Resolution by Logan Rush.

Customer Service 351

Customer Service First call resolution Contact Center Best practices 351

CSM Magazine

OCTOBER 21, 2024

A positive customer experience can set you apart from your competitors, ensuring long-term relationships with your clients and fostering brand loyalty. In this blog post, we will explore some essential tips for delivering the best customer experience that can help your business thrive.

Customer Experience 52

Customer Experience Customer centricity Feedback Surveys 52

Fonolo

DECEMBER 3, 2020

To truly provide the best service for your customers, you need to focus on their entire journey with your company — examine their touchpoints, interactions, and expectations and ask yourself: Is there a way to make this process simpler?… TIP: A Visual IVR is a great alternative to a phone menu. Click To Tweet. Bio-authentication.

Customer Support 160

Customer Support Interactive Voice Response Contact Center Self service 160

Callminer

NOVEMBER 25, 2019

The tips below provide valuable insight into choosing and using call center metrics more effectively. Expert Tips on Important Call Center Metrics to Track. And it’s directly tied to customer service quality.” Expert Tips for Leveraging Call Center Analysis to Monitor Metrics.

Best practices 182

Best practices Call Center Metrics Average Handle Time 182

ShepHyken

NOVEMBER 4, 2019

This is a great look at the channels your customers are on as well as their expectations for each channel. Infographic: We expect a personalized experience by Customers 2020. We want the companies we do business with to value us as a person, not a number. And, it doesn’t just apply to customers.

Customer Service 212

Customer Service Personalization Marketing Customer Support 212

ShepHyken

SEPTEMBER 6, 2021

Customer Service is SO Annoying (Tips to Make it Less So) by Jim Gilbert. Total Retail) We help customers deal with bug infestations: bed bugs, mites, fleas, lice, and they’re desperate, getting bitten up, not sleeping and generally miserable. This is the kind of thing that creates CX legends. You’ll smile.

Customer Service 68

Customer Service Best practices Metrics Customer effort 68

ROI CX Solutions

DECEMBER 16, 2024

Without proper planning, the increased business during the holidays can lead to longer wait times, higher agent burnout, and missed opportunities to deliver outstanding holiday-time customer service. In this article, well share strategies and tips on how you can prepare your contact center for the holiday season.

Contact Center 52

Contact Center Interactive Voice Response Average Handle Time outsourcing 52

ShepHyken

AUGUST 3, 2020

Personalization and Customer Experience Strategies for Success by Larisa Bedgood. Business2Community) Personalized customer experiences are now at the center of all marketing initiatives. Companies that can deliver on personalization are able to deliver value that makes price less relevant and fosters return business.

Customer Service 235

Customer Service Marketing Personalization Customer Experience 235

ProProfs Blog

JUNE 3, 2019

Time-zone based shifts enable you to serve 7/24 up and successful customer success! Effective Tips to Improve Customer Service. Customer success is only achievable once you work towards improving your customer service. Adding some features may benefit the interests of all your customers, while others may not.

B2C 150

B2C Feedback B2B SaaS 150

Myra Golden Media

APRIL 23, 2020

Learning Objectives: Why empathy in customer service matters Three easy keys to empathy in customer service Building your empathy quotient Applying empathy to your customer support toolkit Using empathy to diffuse anger Using empathy to your advantage in customer support Empathetic phrases for business-to-customer interactions.

Customer Service 303

Customer Service Upselling Personalization Customer Support 303

ShepHyken

FEBRUARY 14, 2022

MarTech Series) Redpoint Global, a leading software provider that helps brands deliver revenue-generating, personalized customer experiences, today announced new research revealing trends in brand loyalty and implications around customer experience management. Not just the front line!)

Customer Service 314

Customer Service Surveys Customer Experience Accountability 314

ShepHyken

JULY 7, 2020

Shep Hyken interviews Patricia Fripp , CSP, CPAE, speech coach and customer service expert. They discuss her career history of using amazing customer experiences as a competitive differentiator, plus a few tips on speaking and presenting. Top Takeaways: Money should not be your main career goal.

Coaching 326

Coaching Customer Service Personalization Customer Experience 326

Fonolo

AUGUST 24, 2021

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. 8 tips for creating an ideal call center environment. Here are some tips to improve your call center environment: 1.

Call Center 148

Call Center Morale Best practices Contact Center 148

ShepHyken

AUGUST 2, 2019

Whether on the phone or in person, it’s important to train your employees the right way to interact with your customers. Customer service is one of the most important parts of doing business. The relationships you create with your customers reflect directly on the success of your business. On the Telephone.

Customer Service 290

Customer Service Customer Support Personalization Management 290

ShepHyken

JANUARY 7, 2019

” Beyond Chatbots: How Artificial Intelligence Can Humanize the Customer Experience by Dan Gingiss. However, when it comes to customer experience, the best results will occur when machines and humans work together. However, when it comes to customer experience, the best results will occur when machines and humans work together.”

Customer Service 262

Customer Service Chatbots Contact Center Call Center 262

CX Accelerator

OCTOBER 3, 2019

Given that new employee onboarding is a critical time in the life of an employee, I challenged the CX Accelerator community to share two to three things their companies are doing right now, or need to do better in the future, to ensure that new employees are bought in to supporting customer experience (CX) efforts.

Feedback 182

Feedback Customer centricity Employee engagement Contact Center 182

CX Accelerator

OCTOBER 3, 2019

Given that new employee onboarding is a critical time in the life of an employee, I challenged the CX Accelerator community to share two to three things their companies are doing right now, or need to do better in the future, to ensure that new employees are bought in to supporting customer experience (CX) efforts.

Feedback 182

Feedback Customer centricity Employee engagement Contact Center 182

ProProfs Blog

MAY 6, 2020

Every person has a different understanding and perspective of everything in general. You and your employees can check customer history, use data for actionable insights, and also offer personalized customer experiences because of it. Everybody works keeping personal growth in mind. Communicate effectively.

Management 162

Management Customer Service Best practices Entertainment 162

ShepHyken

JUNE 10, 2019

Voice of the Customer Surveys: Expert Tips for Creating Effective Surveys & Must-Ask Questions for Gaining Valuable Insights by CallMiner. My personal favorite on this list is proactive customer support; getting employees to reach out to the customer before the customer reaches out to them.

Customer Service 289

Customer Service Surveys Customer Experience Feedback 289

Steve DiGioia

APRIL 19, 2021

There’s the smirking “Sorry if you were offended” apology which blames the person you insulted. If you are an otherwise sincere person, your close relationships can probably survive a handful of insincere apologies. If you are an otherwise sincere person, your close relationships can probably survive a handful of insincere apologies.

Accountability 304

Accountability Personalization Customer Care Customer Support 304

ShepHyken

SEPTEMBER 9, 2024

Why is it crucial for customer service initiatives to gain buy-in and support from key organizational stakeholders and leadership? How can organizations best empower customer support agents? Top Takeaways Customer service has evolved from being a cost center to a hidden profit center.

Customer Service 213

Customer Service Contact Center Customer Support Personalization 213

Fonolo

MAY 23, 2023

But did you know that hyper-personalization in the contact center is one of the best ways to delight your customers? Customers want to feel seen. Deloitte reports that 90% of people are attracted to hyper-personalized advertising content, and customers are quickly coming to expect it.

Contact Center 106

Contact Center Personalization Analytics Chatbots 106

Toister Performance Solutions

NOVEMBER 14, 2024

Phone-Based Customer Service focuses on essential phone skills: Building rapport Exceeding expectations Solving problems The course is ideal for anyone who serves customers over the phone. This includes contact center agents, customer support representatives, and office receptionists. How have you filled dead air?

Customer Service 92

Customer Service Coaching Best practices Contact Center 92