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

GetFeedback

JANUARY 21, 2020

However, there is huge potential for how AI can change and improve the customer experience (CX). Experts in the field expect AI to become an essential aspect of customer interaction that is beneficial for both the business and the customer, improving satisfaction and loyalty. Artificial Intelligence in customer service.

E Commerce 195

E Commerce E-support Entertainment Customer Service Representative 195

Kustomer

AUGUST 23, 2021

They need to deal with unprecedented challenges head on if they’re going to continue to effectively attract, interact with, and retain loyal customers. And today, that means focusing on the interactions between brands and customers. With a powerful and intelligent AI platform that prioritizes better brand interactions.

Interaction 97

Interaction Brands E Commerce E-support 97

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. What Exactly Are Customer Service Metrics?

Metrics 195

Metrics Net Promoter Score Customer Service Effort Score 195

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 85

Article 2018 Customer Service Poor Customer Service 85

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

GetFeedback

JULY 1, 2019

In this article, we’ll give you some tips to create both a presentation and a report. In other words, if the report is being delivered digitally, you can include interactive graphs and or short videos. A presentation can provide need-to-know insights in a quick, informative way. How to create a survey presentation.

Communication 218

Communication Presentation Customer Service Representative Customer Satisfaction 218

CSM Magazine

OCTOBER 22, 2024

The importance of personalization in corporate recognition As a customer service manager, you understand the value of recognizing your team’s efforts. Personalization in corporate recognition can significantly impact both employee satisfaction and customer interactions.

Customer Service 52

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

CSM Magazine

JANUARY 15, 2025

Understanding AI in Customer Service AI-powered customer service solutions utilize technologies such as machine learning and natural language processing to automate and improve interactions between businesses and their customers.

Customer Service 52

Customer Service Call Center Exceptional Customer Service Customer Satisfaction 52

CSM Magazine

OCTOBER 16, 2024

When customers feel heard and understood in their language, they are more likely to trust the brand, remain loyal, and share positive feedback. Multilingual support is about ensuring that every interaction is handled efficiently and effectively in the customer’s preferred language.

Customer Service 52

Customer Service Document Customer Service Representative Customer Satisfaction 52

Retently

OCTOBER 23, 2024

It’s no longer enough to just sell a product; stores must engage with their audience at every step of the buyer’s lifecycle to ensure an exceptional customer experience. This means knowing when to listen, where to improve, and how to turn interactions into growth opportunities.

Retail 110

Retail NPS Touchpoint Feedback 110

ShepHyken

JUNE 17, 2016

This week on our Friends on Friday guest blog post my colleague, Ian Landsman writes about the importance of training and preparing customer service representatives to interact with customers. I agree that every employee should go through customer service training, and it should be ongoing.

Blog 83

Blog Customer Service Customer Service Representative Customer Service Training 83

InMoment XI

OCTOBER 24, 2023

In the era of customer-centricity, contact center analytics stands as a beacon, guiding businesses and contact centers toward informed, data-driven decisions. This article delves deep into the intricacies of contact center analytics, showcasing how they can be the linchpin in enhancing customer experience and driving business growth.

Contact Center 195

Contact Center Multi-Channel Net Promoter Score Metrics 195

CSM Magazine

OCTOBER 23, 2024

By exploring these issues, you can better understand how AI impacts the way customers interact with businesses. The balance between leveraging advanced algorithms and maintaining genuine human interaction is critical in ensuring that customer needs are met thoughtfully. Another advantage is data analysis.

Customer Service 52

Customer Service Customer Service Representative Interaction Customer Retention 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. Use CRM tools to remember details like their preferred communication channels, birthdays, or previous interactions.

Customer Service 52

Customer Service Exceptional Customer Service Customer Service Representative Financial 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. Strong active listening, empathy, and conflict resolution skills are also essential.

Insights 52

Insights Customer Service Management 2029 52

Retently

MARCH 18, 2024

Harness feedback, discover the key customer service survey questions that can transform your support strategy, and make every customer interaction count. In this article, we’ll hand you the guidance and specific questions necessary to probe customer satisfaction and service quality.

Customer Service 120

Customer Service Net Promoter Score Customer Service Representative NPS 120

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

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 139

Customer Service Customer Retention Customer Service Strategies B2C 139

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

ShepHyken

FEBRUARY 19, 2021

This week we feature an article from Emily Lavin, Content & Social Executive at Oak Engage. She shares a 3-step guide on how to improve the employee experience while maximizing customer engagement. Where would a business be without a customer service team?

Employee Experience 133

Employee Experience Customer Service Engagement Article 133

Kayako

MAY 13, 2022

Simply put, customer satisfaction measures whether your products and service meet or exceed your buyers’ expectations. Customer satisfaction affects the bottom line because it is a critical predictor of retention and repeat revenue. Fortunately, customers also like to help themselves. Understand What Your Customers Need.

White Paper 118

White Paper E Commerce E-support Customer Satisfaction 118

Happy or Not

NOVEMBER 13, 2024

Exceptional customer service goes beyond simply addressing customer inquiries—it involves anticipating needs, personalizing customer interactions, and delighting customers at every touchpoint. It showed how personalized support and customer-centric solutions can result in happy customers who feel valued.

Customer Service 36

Customer Service Hospitality Customer Centricity Sports 36

Retently

MARCH 29, 2023

With 805 Supercharger stations in 2017, Tesla’s interactive map illustrated its plan to expand them over the next few years. Interaction with the car via a smartphone. Check our dedicated article on customer service tips for actionable ideas to improve customer satisfaction.

Net Promoter Score 196

Net Promoter Score NPS Automotive Customer Satisfaction 196

Playvox

MARCH 21, 2024

Let’s face it — no one contacts your contact center to tell the person who answers the phone, text, or chat to tell your organization that they love your brand, service, or product. Most interactions that contact center agents have daily are to solve a problem or issue, adjust a payment, or ask a clarifying question.

Contact Center 90

Contact Center Multi-Channel Social Media Customer Service Representative 90

ShepHyken

MARCH 24, 2017

One only needs to look at the recent strides made by Google, Apple, and Amazon in the field of digital personal assistants to see that semantic interaction with our devices is way of the future. For more articles from Shep Hyken and his guest contributors go to customerserviceblog.com. Only this time, they’re a robot.

Blog 95

Blog Customer Experience Airlines Books 95

InteractionMetrics

APRIL 24, 2025

You clicked through five help articles, waited on hold for 20 minutes, and answered the same question twice. Thats where Customer Effort Score (CES) comes in. Introduced by Matt Dixon and Corporate Executive Board (CEB) in 2010, CES is now a core metric in many customer experience programs. What Is Customer Effort Score (CES)?

Effort Score 40

Effort Score Net Promoter Score Metrics NPS 40

Beyond Philosophy

JUNE 26, 2017

Customer service representatives will phone you back upon request to help sort it out. An Emotional Signature is how a customer feels about your organization, the level of their emotional engagement with your brand. If you liked this article, you might also enjoy these: Profit-Killing in Malls: Shocking Results!

Retail 122

Retail Fashion E Commerce 2008 122

Beyond Philosophy

SEPTEMBER 25, 2017

Journey analytics seeks to improve customer experience by collecting data at each point on a customer’s journey and mapping customers’ paths – whether they lead to a purchase or not. The idea is that when you know the steps your customers take in their interactions with you, you can design a better customer experience.

Customer Service Representative 113

Customer Service Representative Consulting Insights Webinar 113

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

ShepHyken

SEPTEMBER 22, 2023

This week, we feature an article by Prabhjot Singh at Knowmax , a company that empowers customer experience teams to improve engagement through AI-powered knowledge management. He talks about the trends that customer service and experience professionals can expect for the remaining months of 2023.

2023 66

2023 Customer Service Customer Service Representative Customer Care 66

Playvox

APRIL 21, 2023

First, it’s important to understand the difference between multichannel and omnichannel customer service centers. Both serve customers in multiple channels, but a multichannel environment doesn’t connect those channels — every interaction is siloed. Self-service can be a win-win for agents and customers.

Omnichannel 95

Omnichannel Customer Experience Contact Center Social Media 95

ShepHyken

AUGUST 4, 2016

Customers tend not to tolerate these symptoms for long. Remember, a single negative interaction with your business can sour a customer’s opinion and undo a long history of positive interactions in a matter of minutes. For more articles from Shep Hyken and his guest contributors go to customerserviceblog.com.

Culture 81

Culture Blog Social Media 2016 81

Inbenta

FEBRUARY 15, 2021

Customer self-service is a solution or a set of solutions that enables web users to access information or even perform some simple tasks autonomously, without requiring the assistance of a customer service representative. The post What Self-Service Rate Can You Expect from Artificial Intelligence?

Net Promoter Score 99

Net Promoter Score Metrics Reference Customer Service Representative 99

ShepHyken

APRIL 28, 2023

This week, we feature an article by Marcelle Santos, a copywriter at TextExpander , a software that helps individuals and teams communicate efficiently and consistently with their customers. She shares why customer standards matter and how your organization can meet them. Raise your customer service standards.

Customer Service 66

Customer Service Customer Service Representative Article Omnichannel 66

CSM Magazine

NOVEMBER 19, 2021

It’s the way of the world, and companies must adapt accordingly by investing in technology to help their customer service teams be proactive, not reactive. What issues have customers with similar behavior had in the past? The Big Picture.

Customer Service 98

Customer Service 2005 Customer Service Representative Customers 98

CSM Magazine

MAY 18, 2022

If customers are trying to contact you, it is likely that something has gone wrong, so ensure that finding your contact details does not frustrate them further. Many people prefer to email a customer service representative, as they can clearly explain the situation and attach evidence, so make sure that this is an option that you offer.

Customer Service 105

Customer Service Customer Service Representative 2025 Document 105