ShepHyken

FEBRUARY 4, 2019

Each week I read a number of customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. Why Customer Experience Matters for B2B by Suketu Gandhi, Alanna Klassen Jamjoum, and Conrad Heider.

2019 91

2019 Article Customer Service B2B 91

CX Accelerator

NOVEMBER 7, 2023

It was incredibly distressing to encounter a customer service representative who clearly couldn’t care less if I ever left my house again. A company might not be customer-centric if they… As I reflected on this experience, I realized that there were a number of indicators that this company might not be customer-centric.

Customer Centricity 316

Customer Centricity Airlines Net Promoter Score Books 316

eglobalis

OCTOBER 1, 2024

To truly thrive in today’s business landscape, companies need to foster cross-departmental communication, aligning teams and their objectives toward a unified goal—delivering value to the customer. This article explores ten actionable steps to break down silos and transform your organization into a well-integrated, synchronized entity.

2020 450

2020 Customer Journey Mapping Culture Innovation 450

ShepHyken

JULY 9, 2018

Each week I read a number of customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. How to Deliver Terrible, Horrible, No Good, Very Bad Customer Experience by Deb Miller. Then read this article.

Article 86

Article 2018 Customer Service Poor Customer Service 86

GetFeedback

MAY 7, 2019

A well-drafted, customer friendly documentation that is embedded with suitable images and videos ensures that your customers have accurate information at hand which thereby elevates their confidence in the product as well as in the brand. Internal knowledge sharing with customer service representatives.

Customer Experience 252

Customer Experience Document Customer Service Representative Customers 252

GetFeedback

MAY 2, 2019

With a shift toward customer happiness, however, it’s clear that customer experience is the new engine that drives business growth. Editor’s note: This article reflects the opinions of our guest author. Download your copy here. About our guest author.

Net Promoter Score 261

Net Promoter Score ROI 2018 NPS 261

CSM Magazine

OCTOBER 15, 2024

They can be classed as entertainers, conductors, and customer service representatives all in one. In this article, we’ve looked at some lessons that can be learned from this important customer-facing role. The casino dealer has an interesting role. Instead, the dealer must stay calm and professional.

Interaction 52

Interaction Entertainment Customer Service Representative Customer Care 52

ShepHyken

SEPTEMBER 24, 2023

Each week, I read many customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. Simply put, this survey tool helps measure the customer’s “satisfaction” with the company’s product or service.

Article 76

Article Customer Service 2023 Workshop 76

CSM Magazine

OCTOBER 29, 2024

Today, exceptional customer service has become a crucial factor in attracting and retaining players. In this article, we’ll explore key strategies that online casinos can implement to enhance the player experience through outstanding customer service.

Customer Service 52

Customer Service Exceptional Customer Service Social Media Customer Service Representative 52

CX Accelerator

SEPTEMBER 24, 2019

Most people know what salespeople or customer service representatives do. But it’s not usually the case that Customer Experience professionals experience the same level of understanding about what they do and what their job roles are for. There are no easy shortcuts to this.

Customer Centricity 282

Customer Centricity Social Media Customer Service Representative Contact Center 282

CSM Magazine

DECEMBER 5, 2024

What’s more, by fostering a culture of inclusivity, companies can enhance problem-solving capabilities, increase customer loyalty, and improve overall service quality. This article explores the significance of diversity in customer service, outlining effective strategies for inclusive hiring, training, and cultural development.

Customer Service 52

Customer Service Culture Loyalty Workshop 52

ShepHyken

SEPTEMBER 16, 2020

I recently wrote an article in Forbes about how to get customers to pay more. The focus, of course, was on customer service and experience. Research has irrefutably proven that customers will pay more for a better experience. Done right, it is what makes your company profitable.

Customer Service 170

Customer Service Customer Service Training Customer Service Representative Reference 170

GetFeedback

JULY 1, 2019

In this article, we’ll give you some tips to create both a presentation and a report. For example, if the survey examined customer satisfaction with ticket resolutions, the results could impact customer service, marketing, and IT. A presentation can provide need-to-know insights in a quick, informative way.

Communication 218

Communication Presentation Customer Service Representative Insights 218

GetFeedback

JANUARY 21, 2020

Currently, many businesses are combining automated and human customer service reps. The chatbox vastly reducing the workload by dealing with the majority of simple and fast questions while the human customer service representative has time to effectively help customers with more complicated issues.

E Commerce 195

E Commerce E-support Entertainment Customer Service Representative 195

InMoment XI

OCTOBER 10, 2023

In today’s competitive business landscape, understanding customer service metrics is paramount. These metrics not only gauge the effectiveness of your customer service initiatives but also shape your overall business strategy and customer experience.

Metrics 195

Metrics Net Promoter Score Customer Service Effort Score 195

CSM Magazine

NOVEMBER 29, 2022

The experience of your customer with your product or organization is directly dependent on the kind of service they receive from your customer support representatives. Qualities to look for in a customer support representative. Creativity. Ask them to cite examples of where and how they’ve done this.

Customer Service Representative 52

Customer Service Representative Customer Service Advertising Customers 52

CSM Magazine

NOVEMBER 11, 2024

The demand for skilled customer service professionals has never been higher. For students looking to build a rewarding career, customer service management offers a compelling pathway.

Insights 52

Insights Customer Service Management 2029 52

CSM Magazine

OCTOBER 22, 2024

This could mean celebrating a customer service representative’s ability to handle difficult customers with patience or recognizing another’s knack for finding creative solutions to complex problems. Moreover, personalization in corporate recognition goes beyond just acknowledging individual achievements.

Customer Service 52

Customer Service Exceptional Customer Service Customer Service Representative Customer Service Strategies 52

CSM Magazine

NOVEMBER 17, 2024

Give your customer service representatives the tools and autonomy they need to solve problems efficiently. Encourage them to take initiative and make decisions that enhance the customer experience. When you transform confusion into clarity, you become a trusted guide through the financial wilderness.

Customer Service 52

Customer Service Exceptional Customer Service Customer Service Representative Financial 52

ShepHyken

DECEMBER 31, 2021

Make sure that it’s easy to navigate your website and phone number to reach your customer service representatives. For loyal customers, assigning them a specific representative for all their concerns helps personalize the experience and makes them feel like they have a direct line to your business to feel heard. .

Customer Service 141

Customer Service Customer Retention Customer Service Strategies B2C 141

TechSee

DECEMBER 3, 2019

They contain thousands of articles and to access the right one, an agent must answer Yes or No to dozens of questions related to product and issue symptoms. Even with intelligent NLP-powered search, contact center agents often find that the system returns too many articles, causing confusion and significant delays to the customer episode.

Contact Center 136

Contact Center Customer Service Representative Presentation Article 136

CX Accelerator

SEPTEMBER 24, 2019

Most people know what salespeople or customer service representatives do. But it’s not usually the case that Customer Experience professionals experience the same level of understanding about what they do and what their job roles are for. There are no easy shortcuts to this.

Customer Centricity 208

Customer Centricity Social Media Customer Service Representative Contact Center 208

ShepHyken

OCTOBER 5, 2021

Knowing that information can help you come up with implicit problem-solving mechanisms, knowledge base articles, and automatic routines that make sure the problems do not ever occur, to begin with. Quotes: “Customers today have an “I need it now” approach. How can AI predict customer behavior?

2005 88

2005 Customer Service Representative Customer Satisfaction Webinar 88

CSM Magazine

JANUARY 15, 2025

Enhancing First Call Resolution with AI Implementing AI in customer service can significantly boost FCR rates through several mechanisms: Real-Time Issue Diagnosis: AI systems can quickly analyze a customer’s account and service history to identify the root cause of an issue during the initial interaction.

Customer Service 52

Customer Service Call Center Exceptional Customer Service Customer Satisfaction 52

Tricia Morris

JULY 23, 2015

An exciting example of this is the Apple Watch app recently debuted by Microsoft Partner Webfortis at Microsoft’s Worldwide Partner Conference which will enable customer service representatives to not only view accounts from their wristwatch, but also make updates, open new service tickets and access select knowledgebase articles.

Innovation 105

Innovation Customer Service 2015 Customer Service Representative 105

CSM Magazine

OCTOBER 16, 2024

For instance, when a customer sends an inquiry in their native language, AI can translate the message instantly, and allow a customer service representative to respond accurately without delay. The tool can also translate their response back into the customer’s language and ensure a seamless and coherent conversation.

Customer Service 52

Customer Service Document Customer Service Representative Customer Satisfaction 52

Kayako

MAY 13, 2022

Benefits of Customer Self-Service Portals. The overall benefit of customer self-service portals are they help retain customers and increase loyalty while freeing up customer service representatives’ time for higher-level work. Content for the Customer Self-Service Portal.

White Paper 118

White Paper E Commerce E-support Customer Satisfaction 118

CSM Magazine

OCTOBER 23, 2024

Establishing clear accountability is essential for ethical practices in customer service. Impact on Employment The introduction of AI can impact job availability for customer service representatives.

Customer Service 52

Customer Service Customer Service Representative Interaction Customer Retention 52

Playvox

MAY 26, 2021

Are your customer service representatives (CSRs) cross-selling and upselling relevant products and services to your customers? If they aren’t, you’re missing out on a great opportunity to offer a better customer experience and generate extra revenue. ENJOYING THIS ARTICLE? Sign up for our newsletter.

Contact Center 92

Contact Center E Commerce Customer Service Representative Culture 92

CX Accelerator

SEPTEMBER 24, 2019

Most people know what salespeople or customer service representatives do. But it’s not usually the case that Customer Experience professionals experience the same level of understanding about what they do and what their job roles are for. There are no easy shortcuts to this.

Customer Centricity 182

Customer Centricity Social Media Customer Service Representative Contact Center 182

Retently

MARCH 18, 2024

or a more detailed query, each question is a step towards understanding what makes your customers tick. Harness feedback, discover the key customer service survey questions that can transform your support strategy, and make every customer interaction count. So, why do they matter? So, why do they matter?

Customer Service 119

Customer Service Net Promoter Score Customer Service Representative NPS 119

ShepHyken

FEBRUARY 19, 2023

Each week, I read many customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. The gold in the article is his simple three-step approach to building a customer-focused culture. Is it that simple?

Article 48

Article Customer Service 2023 Customer Service Training 48

Provide Support

OCTOBER 21, 2015

How to Prevent Customer Service Agent Burnout. I wish I knew it before, when I just started my career as a customer service representative. Hope this article will give you some helpful advice and actionable tips you can use. Burnout is a widespread issue in customer service today.

Customer Service 100

Customer Service 2003 2015 Customer Service Representative 100

C3Centricity

AUGUST 4, 2020

Whilst in a few cases, there may be customers who use Twitter to jump the call centre queues, in most cases, it is a customer’s final cry for help after being frustrated by long waits on their careline calls, or self-service selections that led nowhere. . What makes a great customer service representative (CSR)?

Customer Service 108

Customer Service Social Media Customer Service Representative Connections 108

CSM Magazine

OCTOBER 29, 2024

While some may think that areas like accounting standards and safety tools are disconnected from customer service, the truth is that compliance and safety can shape a customer’s overall experience and satisfaction.

Measurement 52

Measurement Customer Service Hotels Financial 52

Beyond Philosophy

AUGUST 17, 2016

If your customer service representatives or sales associates are feeling stressed, frustrated or burned out, they are likely to transmit those negative feelings to everyone they come in contact with, including coworkers and customers. When was the last time a stressed employee wrecked your experience?

Customer Experience 112

Customer Experience Consulting Social Media Customer Service Representative 112

ShepHyken

MARCH 24, 2017

As digital voice technology continues to improve, it’s not that outlandish to imagine that one day, most of our customer service issues could be solved once again simply by picking up the phone and speaking to a customer service representative. Only this time, they’re a robot.

Blog 95

Blog Customer Experience Airlines Books 95