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Is your customer service in need of an overhaul? Luckily, there’s no need to spend a fortune revamping your entire customer service operation. Here are ten quick and easy ways to take your customer service to the next level. 1. Give a warm welcome. The art of welcoming guests is sadly an art that is in danger of extinction. The good news is it isn’t difficult to reclaim that art and help your company culture stand apart from the competition.
Great customer service agents form the backbone of every successful call center operation. However, enthusiasm, commitment and top-notch performance on the job are not cultivated in a vacuum. Behind every great employee is an equally impressive training initiative that helps agents define goals, work strategically, and generally get more done. Implementing a superb training protocol within your company can prove invaluable to its long-term growth and economic stability, while also encouraging em
I was talking to Jay Minucci, a long-time industry veteran, consultant to the industry, and contributor on these pages. He was telling me about the trend he’s seeing with his large clients—that consolidation is preferred because it’s becoming too hard to manage too many contact center vendors. Consolidation makes sense as a business priority—buyers are […].
As call center agents move to fully functioning omnichannel contact center agents, the question of agent training comes into focus—particularly training contact center agents to multitask. Can it be done? What is an agent’s capacity to multitask?
AI adoption is reshaping sales and marketing. But is it delivering real results? We surveyed 1,000+ GTM professionals to find out. The data is clear: AI users report 47% higher productivity and an average of 12 hours saved per week. But leaders say mainstream AI tools still fall short on accuracy and business impact. Download the full report today to see how AI is being used — and where go-to-market professionals think there are gaps and opportunities.
Customer service is now what distinguishes your brand, but that means simply answering your customers questions when asked is no longer enough. Your brand needs to go above and beyond, creating a proactive approach that delights your customers and significantly improves the customer experience (CX). 2020 simply must be the year in which your company transforms its approach to customer service.
Geographical routing can help your business reach many customers with one phone number. Geographical call routing, usually called geo-routing, is a type of phone routing that allows consumers to dial one phone number to reach the closest local business for that brand. Geo-routing automatically routes phone calls based on the caller’s geographic location, making it easy for customers to find you no matter where they are.
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Geographical routing can help your business reach many customers with one phone number. Geographical call routing, usually called geo-routing, is a type of phone routing that allows consumers to dial one phone number to reach the closest local business for that brand. Geo-routing automatically routes phone calls based on the caller’s geographic location, making it easy for customers to find you no matter where they are.
What are the factors that make a front-line employee as likeable and does this impact your business success? Here are just a few common sense factors that I have seen in my 25 years of observing and training customer service team members: Smiling and Friendly Attentive Knowledgeable about Products & Services Sincerely Willing to Help Thankful Let's look at each of these and see where we need to enhance our efforts. Smiling and Friendly If there was ever
Advertising disclosure: This blog participates in the Amazon Services LLC Associates Program, an affiliate advertising program designed to provide a means to earn fees by linking to Amazon.com and affiliated sites. There's some confusion between customer service and experience. I know I've contributed to it. For years, I've talked about having a customer service vision—a shared definition of outstanding service that gets everyone on the same page—as the cornerstone of a customer-focused culture.
You take a chance on an employee, invest money to bring them up to speed, give them hours of your time and watch them transform into a skilled worker. After a few months, the employee in question cleans out their desk and heads toward a new opportunity. Sound familiar? If so, you probably either have experience managing call center agents or you are one.
STIR SHAKEN is a series of protocols and procedures that help carriers validate the authenticity and legitimacy of a call. We've talked with our team and compiled an article addressing the most common and valid concerns our customers have about SHAKEN STIR. The post What Is STIR SHAKEN and Should You Be Worried? | The Stupid-Simple Guide appeared first on NobelBiz®.
What does customer service excellence look like in 2024? According to our report with insights from CX expert Shep Hyken, customer expectations are at an all-time high, and there’s a bigger shift toward self-service and leveraging AI capabilities.
If we don’t provide our customer reference points by setting customer expectations, customers will search out their own reference points. Ever wish you could get inside the head of your customer? Turns out, you can. Benchmarking, or setting customer expectations, is a well known psychological tool that helps customers evaluate the quality of your customer service.
Adoption is a stage in a journey, not a point in time. It is the process of continuing to derive ever-more value from your products and services. This experience of value is critical to the health of your customer relationship, so you need a customer success adoption plan. What is Adoption? Breaking down the customer journey into modular stages sta helps to operationalize customer success strategies.
6 Ways to Spread the Customer Love. Did you know the iconic Sweethearts candies started out as lozenges? This may not sound like a far stretch for a candy that’s notoriously likened to Tums. (Nothing says “Kiss Me” like the taste of a chewable antacid, am I right?) Undergoing a bankruptcy-induced hiatus last Valentine’s Day (which strikingly, and rather strangely, garnered public outrage and media coverage), the conversational hearts turned controversial after arriving back in stores this year n
With a WFM solution, responsive scheduling and service-level achievement can combine with ease. Many contact center leaders will often feel like Dr. Jeckyl and Mr. Hyde. Inhabiting one persona, managers strive to make employees happy, adapting to their needs and requests. But then operations feel out of control or metrics drop. In comes another persona, the one focused on Just Getting Things Done, Already !
Start building the AI workforce of the future with our comprehensive guide to creating an AI-first contact center. Learn how Conversational and Generative AI can transform traditional operations into scalable, efficient, and customer-centric experiences. What is AI-First? Transition from outdated, human-first strategies to an AI-driven approach that enhances customer engagement and operational efficiency.
We all know that onboarding is important. It sets the tone for new hires and can make or break their experience at a company. It’s not surprising that during this ramp period employees are at the highest risk for turnover. Per Glassdoor , organizations with a strong onboarding process improve new hire retention by 82% and overall productivity by over 70%.
With over 15 years of experience in the customer experience (CX) space, I have seen multiple companies employ training efforts to get their employees involved in new CX programs and initiatives. I have witnessed this process from the perspective of an Account Manager, Implementations Manager, a member of the Product Team, a Business Operations Manager, and now as the Director of Learning Services.
There has been a common concern among the customer experience and service professionals about voice channel fading away for the contact centers. But in reality, this cannot be farther from the truth. The voice channel is still very much relevant as people still like to have an interaction with humans. Having said that, we also … IVR to Voicebot: The Obvious Shift?
Martin Ellingham, product director, Aptean Respond , looks at what makes a successful customer strategy in 2020, and defines the five most important building blocks necessary to deliver on it. With numerous studies showing that 2020 will see customer experience overtake price and product as the key brand differentiator for companies, it’s no wonder we’re seeing increased impetus and investment in this area.
Harness the True Power of your Contact Center In today’s fast-paced business environment, selecting the right contact center solution is critical for enhancing customer experience, improving operational efficiency, and optimizing costs. This comprehensive guide will walk you through the essential factors to consider when choosing a contact center software that aligns with your business needs.
Data is bigger than it has ever been. In your contact center, that data can include all manner of sensitive and critically important consumer information - as well as a lot of useless data that you cannot use. Sorting the two apart and making use of what you need while also protecting consumer privacy is a delicate balancing act that can easily overwhelm centers that are not prepared for the task.
Social media has changed many things about our lives. Not only can we have a blow by blow account of what our friends and family are up to, but we can also see what they had for dinner. We can even see what friends of our friends had for dinner. One of the other ways social media changed our lives is in how we interact with brands. Platforms like Facebook, Instagram, and Twitter gave us direct access to brands in a way we hadn’t had before.
What if the worst thing a customer ever said about you was, “I love you!”? Even on a bad day, you’re still so good that they love you! Are you that good? Do customers love you even when there’s a problem or complaint? Here are six ways to make customers love you no matter what! Become customer-focused. This means that in addition to creating an amazing customer experience, every decision keeps the customer in mind.
Cybercriminals exposed 2.8 billion consumer data records in 2018. Breaches have given fraudsters an immense amount of data to work with. Criminals are taking data such as drivers’ license numbers and account numbers, and filling in the gaps with information from social media and other sources. With this data in hand, it has become easier […].
ZoomInfo customers aren’t just selling — they’re winning. Revenue teams using our Go-To-Market Intelligence platform grew pipeline by 32%, increased deal sizes by 40%, and booked 55% more meetings. Download this report to see what 11,000+ customers say about our Go-To-Market Intelligence platform and how it impacts their bottom line. The data speaks for itself!
Within customer experience management there are many manual and repetitive activities that have the potential to be automated. We'll explain why you should automate activities within customer experience management, and we share real-life cases of customer experience automation.
Unconscious Bias in Customer Service. Avoiding Assumptions So You Don’t Accidentally Offend Your Customers. Shep Hyken interviews Bernadette Smith. They discuss how inclusion and diversity training can create a better customer experience. Top Takeaways: Unconscious bias affects the way we think about others without being fully aware of it. It causes people to make assumptions about others that may or may not be true.
Having your scripting online is one of the most important things you can do to ensure the success of your sales and/or customer service agents. Here is why: You can prompt them to ask the right questions on every call. They can capture all the required data fields online in the right format with data […].
Faster response times mean happier customers Are your customers on hold too long? Nearly half of consumers find hold times unacceptable, and a quarter will leave your brand because of it. Our latest report reveals how companies are affected by wait times and the impact on customer satisfaction. Read the report to get insights into the impact of long hold times and areas for opportunities.
The floor of any call center is the organization’s mission-critical space intended entirely to serve the very purpose for which the center exists – handling calls. As such, your call center’s main floor, where agents take on customer concerns daily, ought to be bound by a thoughtful and helpful set of rules. Rules ensure everyone can do their job uninterrupted, allowing customers on the lines to benefit from fast, efficient service.
“What can help me get committed and loyal customers?”. A question that every business is seeking an answer to. But trust me, factors like: Product quality, Awesome support, Marketing reach, Efforts to engage customers, . Efforts to retain customers, help you formulate effective loyalty programs that your customers enjoy being a part of. Let’s take a look at customer loyalty statistics and observe the various ways that help a business improve and boost customer loyalty.
Each week I read a number of customer service and customer experience articles from various resources. Here are my top five picks from last week. I have added my comment about each article and would like to hear what you think too. How the Digital Era Is Redefining Customer Experience by John Finch. (No Jitter) As customers become more reliant on non-voice methods of communication, CCaaS serves as a necessary aggregation platform.
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