CloudCherry

JANUARY 22, 2020

A recent Forrester white paper entitled How to Transition Your Voice-Of-The-Customer Vendor explains that “failure is not always the vendor’s fault.” Direct feedback from customers can still come from surveys, focus groups, and interviews, all of which are important for product development.

White Paper 243

White Paper Social Media Feedback 2019 243

Beyond Philosophy

MAY 14, 2015

Parature is a research and advisory firm specializing in communicating service-centric best practices. Their Customer Service Success Blog reported some interesting stats to consider about Customer’s self-service options, including: By 2017, Only 1/3 of Customer service interactions will require human assistance.

White Paper 160

White Paper 2014 2015 2012 160

C3Centricity

AUGUST 2, 2021

As mentioned last week, you can download the full white paper HERE. Exchange the defective product, have customer service solve the problem, issue accurate invoices. Train customer service, give them the power to make decisions up to a certain level. Be responsive and proactive in communications.

White Paper 127

White Paper Customer Relationship Management Download NPS 127

ShepHyken

NOVEMBER 24, 2017

This week we feature an article by Brooke Harper who writes about the importance of using social media to provide great customer service. If you’re not monitoring what customers are saying about you and your company on social media, what are you waiting for?! – Shep Hyken. Communication is key to great service.

Social Media 88

Social Media Blog Customer Service White Paper 88

Comm100

MAY 20, 2020

Long gone are the days when customer service teams could offer just one communication channel to their customers. It’s not up to the brand how they communicate to the customer – it’s up to the customer to choose how they speak to the brand. Today’s consumer wants choice.

Omnichannel 64

Omnichannel White Paper Customer Service Download 64

Beyond Philosophy

JUNE 4, 2015

More than just a buzzword, ‘being human’, especially in brand-building and leveraging customer relationships, has become a buzz-phrase or buzz-concept. To understand customers, the effective enterprise needs to think in human, emotional terms. Service is one of the few times that companies will directly interact with their customers.

Financial 144

Financial White Paper Books Airlines 144

Kayako

OCTOBER 6, 2015

Here are three simple steps for giving your customer service a boost with your content marketing: compiling the best marketing materials you have, repackaging it, and distributing it to your customers. White papers. Find your best content. Luckily there are loads of free tools available that can help you.

White Paper 96

White Paper Marketing Blog Social Media 96

Beyond Philosophy

NOVEMBER 28, 2016

Several years ago, in worldwide customer service experience research conducted for a major high-tech client, to drive stronger downstream customer behavior, it was found that processes and customer interaction had to take service employees well beyond the basics of knowledge, efficiency, and friendliness.

Engagement 145

Engagement White Paper 2015 Consulting 145

Avaya

AUGUST 25, 2017

As Hurricane Harvey approaches the coast of Texas, Avaya wants to ensure that we all review our plans to keep communication systems running at peak performance and stabilized when disaster strikes. Keeping communication systems running often includes a great partner with a deep bench of experts who have experience in many complex situations.

Communication 64

Communication White Paper 2012 Events 64

LiveChat

JUNE 8, 2018

Effective communication is the key to building and nurturing any relationship – be it personal or professional. Even in business, communicating with customers effectively can help you gain their loyalty – leading to repeat purchases, positive word-of-mouth, and referrals. Pay Close Attention to Your First Impression.

Communication 66

Communication Social Media B2C White Paper 66

Talkdesk

MAY 22, 2020

The key to generating support for a new idea is consensus building , a practice of patience, active listening and clear communication. I talked to other leaders in the call center and customer experience (CX) space to see if they had the same challenges as me and how they were solving them. White papers: What research already exists?

White Paper 94

White Paper Contact Center Call Center Technology 94

Comm100

MAY 20, 2020

Long gone are the days when customer service teams could offer just one communication channel to their customers. It’s not up to the brand how they communicate to the customer – it’s up to the customer to choose how they speak to the brand. Free Download: Customer Engagement 2020 White Paper.

Omnichannel 52

Omnichannel White Paper Customer Service Download 52

Talkdesk

MAY 28, 2020

In addition, it’s a considerable investment that can have devastating effects on voice quality and create customer service issues that may not become apparent until it’s too late. Customer service and retention are at the core of all business operations.

White Paper 79

White Paper Contact Center Download Connections 79

Customer Bliss

FEBRUARY 21, 2019

Serving at a frontline call center officer right out of college, Rekha has a lot of experience in customer service, which helped pave the way for her current success. People development is just one of the areas that Rekha oversees at Dialog Axiata, in addition to service culture transformation.

Telecommunications 120

Telecommunications White Paper Culture NPS 120

ShepHyken

MARCH 31, 2018

Over the last few years, customer service has shifted from traditional phone support toward social media channels like Twitter, Facebook, Instagram, and others. Dan Gingiss started the Social Customer Care Track and interest has grown exponentially. Social Media Changes Customer Service. Even millions!

Social Media 88

Social Media Customer Service Marketing Airlines 88

Customer Bliss

FEBRUARY 21, 2019

Serving at a frontline call center officer right out of college, Rekha has a lot of experience in customer service, which helped pave the way for her current success. People development is just one of the areas that Rekha oversees at Dialog Axiata, in addition to service culture transformation.

Telecommunications 111

Telecommunications White Paper Culture NPS 111

Avaya

AUGUST 25, 2017

Avaya wants to ensure that we all review our plans to keep communication systems running at peak performance and stabilized when disaster strikes. Keeping communication systems running often includes a great partner with a deep bench of experts who have experience in many complex situations. Learn more at our Help Center.

Communication 53

Communication White Paper 2012 Events 53

Comm100

OCTOBER 17, 2017

Before “customer service” was even a thing, the Seven Deadly Sins existed as a guideline for moral living. Perhaps somewhat surprisingly, some of these “old school” lessons still have a place in the society of today, and have significant overlap with bad customer service practices. avaritia / Greed. acedia / Sloth.

Customer Service 59

Customer Service White Paper Social Media Customer Satisfaction 59

Comm100

JANUARY 6, 2022

67% of customers said they would spend more money if they received a better customer service experience. In this blog, we will explore the reasons behind why we believe 2022 will be the year of digital CX excellence, and why it is so important in today’s customer service world. Personalized .

2022 98

2022 Customer Experience Omnichannel White Paper 98

Comm100

JUNE 16, 2016

What You’ll Need: Paper and pens. This activity is adapted from 10 Customer Service Activities To Supercharge Your Team. The concept of an attitude anchor is an activity or thing that helps you maintain the awesome attitude you need in order to be effective in customer service. Duration: 5-10 minutes.

Customer Service Training 75

Customer Service Training Customer Service White Paper Customers 75

ClientSuccess

JANUARY 11, 2023

The concept of customer success continues to rapidly gain traction as businesses strive to improve their customer experience. To help organizations get the most out of this important function, there are now a variety of resources available: from websites and white papers to webinars, conferences and technologies.

Customer Success 80

Customer Success White Paper Loyalty Webinar 80

Avaya

JANUARY 29, 2019

Performance Management – Set and communicate goals across the organization, and measure performance against them; make corrections as needed using actionable insights. Identify opportunities to enhance compliance and overall efficiency, cost, and quality of customer service.

White Paper 67

White Paper Engagement Contact Center Customer Experience 67

Comm100

FEBRUARY 11, 2025

Let Students Find Answers with Self-Service Options When was the last time you called customer service to check your bank balance or get an update on an order? Probably never, because self-service tools make it easy to get answers without waiting on hold. No more dead time. Thats where the real challenge lies.

White Paper 52

White Paper Financial Banking Demo 52

Comm100

JANUARY 21, 2020

Whether you’re new to digital omnichannel or your company is already deep into digital transformation for customer service, it’s always important to check the health of your digital customer journey. So, what should you look at when planning or evaluating your customers’ digital journey? Remember: Be mobile-ready.

Customer Journey 85

Customer Journey Social Media B2C Omnichannel 85

One Millimeter Mindset

OCTOBER 8, 2018

Then put ourselves in the shoes of current and potentially future customers. Are our engagement experience tactics building bridges – or barriers – to the next communication? Do we clutter potential and current customer Inboxes with solicitations from people and brands they do not know? That is scary stuff, folks.

Engagement 74

Engagement Customer Experience White Paper Magazine 74

One Millimeter Mindset

APRIL 10, 2019

Learn more by downloading my white paper: New Strategies for Selling to Skeptical Technical Decision Makers by clicking on this LINK. There is no better way than storytelling to bridge communication disconnects between professional disciplines, paygrades and levels of education. Why move beyond the stuff that gives them Pause?

White Paper 13

White Paper Download Customer Retention Presentation 13

Comm100

OCTOBER 11, 2017

Once you decide to engage in social media customer service, the next step is coming up with an effective strategy for implementing it. Should it be customer service? If you want a well-rounded, capable, and effective social media customer care team, then the answer is all of the above. Introduction. Download Free.

Social Media 61

Social Media Customer Service Strategies Customer Service Download 61

Beyond Philosophy

SEPTEMBER 6, 2016

There are three main applications of customer management systems: selling and sales force automation, informal and formal marketing/communications, and customer service. Implementation relies on integration of multiple sales and communication channels. How to Optimize Social Media Customer Service for Millennials.

White Paper 74

White Paper Multi-Channel Consulting Customers 74

CSM Magazine

JULY 27, 2022

Once a prospect turns into a customer – whether they’re contracted to your business or they make infrequent purchases – you need to retain them and ensure they become loyal to your brand. What will loyal customers do for your business? Customers should be rewarded for loyalty. Offer loyalty benefits. About the Author.

Customer Journey 64

Customer Journey White Paper Loyalty Consumers 64

Comm100

APRIL 8, 2016

Surprisingly, Amazon’s success isn’t rooted in multi-million dollar advertising campaigns or shortening product life cycles, but rather, the desire to be the “Earth’s Most Customer-Centric Company” In the mind of Bezos, the success of a business is dependent on the ability to hone in on customer satisfaction.

Customer Service 49

Customer Service Social Media White Paper Call Center 49

Solvvy

SEPTEMBER 17, 2022

What is a Customer Service Knowledge Base? To build strong relationships with your customers, you must be transparent and provide information. A customer service knowledge base gives you an easy way to provide tips and guidance to educate your users or customers. Articles, white papers, and e-books.

Customer Service 62

Customer Service E-support Article Document 62

RapportBoost

NOVEMBER 15, 2018

As a result, we are seeing a much greater demand for the implementation of a live chat channel to offer an alternate means for customers to communicate with their service teams. For starters, the emphasis for call centers and customer service teams to employ “omnichannel” solutions took center stage.

White Paper 71

White Paper Call Center Telecommunications Omnichannel 71

Comm100

JANUARY 14, 2020

It seems like just yesterday that the customer service industry began transitioning from a multichannel to an omnichannel mindset. At its core, the digital omnichannel promise is simple; it means supporting customers effectively and cohesively across all digital channels. Create a digital roadmap for your customers’ journey.

Omnichannel 40

Omnichannel White Paper 2020 Social Media 40

Bold360

FEBRUARY 16, 2017

Your customers won’t need to download any software or sign up for anything. Bots can also mirror the text interactions which people are used to having on Facebook Messenger or WhatsApp, so they are a trusted form of communication which feels both safe and natural. The post It’s 2017- do you know where your customers are?

2017 80

2017 White Paper Events Customers 80

CSM Magazine

SEPTEMBER 11, 2019

The bright minds of service will discuss today’s challenges and share their learnings. Takeaway our ‘Radical Age of Uberization white paper’ , written in conjunction with Field Service News. Localz “on my way” messaging increases customer satisfaction and first time access rates. About the Author.

Innovation 45

Innovation White Paper Events Customer Satisfaction 45

Comm100

DECEMBER 8, 2016

Saying the right things can shape their perception of products, services, and their relationship with you. Not to mention, getting this right can save you some serious customer service headaches down the line, and turn casual buyers into long-term customers. Fair business for all customers? Always Be Specific.

Customer Expectations 44

Customer Expectations Communication Management White Paper 44

Kustomer

AUGUST 4, 2023

However, what would happen if organizations were more conversational with the customer? Put simply, it’s the ongoing contact between a customer and an organization that transcends the “transactional” events that customer service platforms and processes focus so much upon. Get the team together and kick-off.

Feedback 52

Feedback White Paper Insurance Omnichannel 52