ShepHyken

JANUARY 29, 2021

They provide some tips and tricks to set your business up for success in the contact center. Daunting as it may appear, keeping your customers happy is an attainable goal — when you put your mind to it. Following best practices and applying hacks has proven fruitful for a lot of contact centers.

Contact Center 99

Contact Center Call Center Seminar Article 99

TechSee

OCTOBER 9, 2018

This penchant for technology has shaped their consumer behavior and preferences, and brands must tailor their customer service strategies to suit Millennials’ attributes. They demand highly convenient and fast service. According to a report by Pew Research Center , 85% of Millennials say they use social media.

Customer Service 359

Customer Service Virtual Agent Social Media Multi-Channel 359

Playvox

FEBRUARY 13, 2023

With corporate budgets tightening, contact center leaders might be tempted to cut into your quality management funding. But quality management is a vital area of your business — it’s what ensures your customers get top-notch service. of their revenue due to bad experiences. of their revenue due to bad experiences.

Contact Center 78

Contact Center Multi-Channel Customer Retention ROI 78

Advantage Communications

JULY 13, 2021

New customer service strategies and innovative contact center technologies are changing the game when it comes to improving the customer experience (CX) and achieving new call center efficiencies.

Customer Service 98

Customer Service Contact Center Call Center Customer Service Strategies 98

Integrity Solutions

SEPTEMBER 28, 2023

It’s easy to say that we put the customer first, but what does that actually look like in practice? In the past, customer service centers were viewed as cost centers or expenses. Today, the organizations that are delivering a superior customer experience are proving just how outdated that perspective is.

Customer Service Training 106

Customer Service Training Customer Service Contact Center Culture 106

ShepHyken

AUGUST 19, 2019

Each week I read a number of customer service and customer experience articles from various resources. Which is Your CX Priority: Satisfied Customers or Profit? LinkedIn) What should your ultimate goal be when designing your customers’ experiences? This article reminds of this strategy.

2019 122

2019 Article Customer Service Leadership 122

InMoment XI

JULY 18, 2024

Direct vs Indirect Customer Feedback The two most common categories that customer feedback can be classified as are direct and indirect. While most customer service strategies focus on collecting direct feedback, indirect feedback can offer a more accurate picture of how customers feel about the company as a whole.

Feedback 221

Feedback Social Media Net Promoter Score Customer Journey Mapping 221

ShepHyken

FEBRUARY 24, 2017

Whether it’s negative news of a natural disaster, a C-level scandal, a product recall, or a workplace tragedy, or a positive event like a product innovation, an upbeat earnings report, or an IPO, your contact center must be prepared for when there are dramatic increases in interactions across all communication channels.

Contact Center 84

Contact Center Blog Social Media Events 84

ShepHyken

DECEMBER 12, 2016

Each week I read a number of customer service articles from various online resources. Is Your Digital Marketing Strategy Ready for an AI Intervention? You’ll find good information, some stats and facts and insights from some of the top customer service and experience experts in the industry. by Tara Thomas.

2016 109

2016 Article Social Media Customer Service 109

Talkdesk

DECEMBER 30, 2019

With 2019 coming to an end, it is now time to check the rear-view mirror, reflect on the evolving realities throughout this year, and to look further up the road as new trends set the pace of a decade ahead for contact centers and customer service strategy. Resolution 4: Enable The Knowledge Worker.

Contact Center 61

Contact Center Average Handle Time Competitive Advantage 2019 61

BlueOcean

OCTOBER 30, 2024

As your business grows and scales to meet the increasing weight of customer demands, decisions must be made especially when it comes to your customer support operation. You may also be outsourcing some portion of your customer support today, but you need more help, or you need a niche partner to support a new product or initiative.

Contact Center 156

Contact Center Culture 2025 Customer Service 156

8x8

MAY 23, 2018

But technology will only get you so far in your quest to provide great customer service. Acknowledging the importance of pairing world-class software with world-class practices will help you optimize your customer service practice. Here are the top 3 ways to optimize your customer service strategy: 1.

Customer Service Strategies 48

Customer Service Strategies Customer Service Contact Center Call Center 48

ShepHyken

AUGUST 16, 2021

Each week I read many customer service and customer experience articles from various resources. 16 Great Customer Service Tips and Examples by Tom Coombe. Small Business Trends) Customer service in the U.S. Small Business Trends) Customer service in the U.S.

2021 98

2021 Article Customer Service Social Media 98

Playvox

SEPTEMBER 2, 2022

While agents have been explicit in their desire to continue remote working, nearly half of the contact center managers in our survey are planning to bring agents back to an office in 2022. Our survey uncovered five ways contact center managers are adapting to remote work. That’s a dangerous disconnect. Leanne Y.,

Contact Center 70

Contact Center Management 2022 Entertainment 70

Call Experts

NOVEMBER 17, 2022

Investing in a holiday customer service plan is essential to growing your business. 52% of consumers say they have made an additional purchase from a company after a positive customer service experience. Keep reading to learn more and to get our 4 tips for a successful holiday customer service strategy.

Customer Service 98

Customer Service Customer Service Strategies Retail Social Media 98

Brad Cleveland Blog

JANUARY 15, 2021

Developing strategies shouldn’t be an overly academic or formal exercise, with the result being a plan that’s really not put to use. In this video, I’ll discuss five common pitfalls when developing strategies.

Customer Service Strategies 54

Customer Service Strategies Customer Service Airlines Customers 54

Comm100

JUNE 5, 2018

It’s therefore essential to analyze ‘what’s out there’ in customer service AI and adjust our expectations accordingly. How AI can be Used in the Contact Center. AI has some viable uses in the contact center sphere that managers can employ to improve their CX and the efficiency of call centers.

Contact Center 58

Contact Center Call Center 2001 Download 58

Calabrio

MARCH 25, 2025

Customer Experience Why Chatbot QA Must Be a Top Priorityand How AI Can Help Share Customers know what they want and when they want itpreferably, now. Its no wonder, then, chatbots are becoming an increasingly popular feature of the customer service landscape.

Contact Center 52

Contact Center Virtual Agent Interaction Customer Satisfaction 52

CSM Magazine

OCTOBER 7, 2024

With so many ways for customers to reach out, it can be overwhelming for companies to manage everything effectively. That’s where modern contact center solutions come into play. By meeting these expectations, businesses keep customers happy and loyal, ensuring they don’t lose them to slow responses or poor service.

Contact Center 52

Contact Center Omnichannel Call Center Competitive Advantage 52

Advantage Communications

NOVEMBER 16, 2021

Outsourcing a major part of your business is never an easy decision, but when it comes down to something as important as your customer service strategy , it’s generally the right one.

Contact Center 98

Contact Center Customer Service Strategies Customer Care Metrics 98

Think Customers

JULY 26, 2016

As customers continue to increase their use of digital channels and self-service tools for customer service, it's only natural that the volume of calls hitting contact centers has been shrinking.

Contact Center 58

Contact Center 2016 Customer Service Customers 58

ShepHyken

APRIL 28, 2017

This week on our Friends on Friday guest blog post my colleague, Murph Krajewski, writes about the importance of a single customer view when it comes to serving your customers. This will help lead you to forming important relationship with your customer. – Shep Hyken. Customer service needs customer data.

Blog 94

Blog Customer Service Contact Center Customers 94

Advantage Communications

DECEMBER 31, 2019

A world-class customer experience (CX) is essential for any business, no matter what industry your organization is in.That’s because your customers now expect more from your customer service team than they have ever done before.

Contact Center 59

Contact Center Customer Service 2019 Insights 59

ShepHyken

OCTOBER 1, 2023

Each week, I read many customer service and customer experience articles from various resources. Plus, we gathered two examples from brands that are creating stellar customer experiences at scale. Plus, we gathered two examples from brands that are creating stellar customer experiences at scale.

Article 70

Article Customer Service 2023 Contact Center 70

TechSee

JUNE 9, 2022

Connecting these channels to create continuity across the customer experience can be challenging. The following are 3 of the most common failure points faced by companies who have deployed a digital customer service strategy and how you can overcome them to get the most out of your tech stack. Who Changed the Channel?

Omnichannel 145

Omnichannel Customer Experience Contact Center Social Media 145

TechSee

FEBRUARY 2, 2022

Companies are investing in their call centers to differentiate and personalize their brand and improve overall operational efficiency. What Is Call Center Technology? Call center technology can refer to any tool that contact centers use to improve productivity, manage staff, deliver better service, or cut costs.

Call Center 124

Call Center 2022 Technology Contact Center 124

Call Experts

NOVEMBER 12, 2021

The holidays can be an incredibly stressful time, both for customers and for customer service teams. With millions of shoppers looking to make purchases, staffing customer service is essential. Hiring an Experienced Contact Center Will Help Support the Holiday Customer Service. .

Customer Service 98

Customer Service Contact Center E-support Customers 98

Advantage Communications

FEBRUARY 13, 2023

Advantage Communications, with over 25 years of experience, provides world-class customer experiences through state-of-the-art contact center solutions and innovative customer service strategies.

Contact Center 52

Contact Center Call Center Definition Customer Service Strategies 52

ShepHyken

MARCH 5, 2018

Each week I read a number of customer service and customer experience articles from various resources. What’s the Difference Between Customer Satisfaction and Customer Loyalty? HubSpot) Customer satisfaction is a measurement of a customer’s attitude toward a product, a service, or a brand.

Article 81

Article 2018 Customer Service Loyalty Programs 81

Advantage Communications

JULY 10, 2020

These new technologies are changing the game for many organizations’ customer service strategies by automating time-consuming, repetitive tasks that allows live agents to focus on conversations that require a human element. Artificial Intelligence (AI) is a controversial subject.

Contact Center 87

Contact Center Customer Satisfaction Customer Service Strategies Consumers 87

Playvox

MAY 4, 2023

It’s simple: fantastic customer service. It’s no secret that stellar customer service is the first step to customer loyalty, but you’re not dealing with a couple of people meandering through a fruit store. What Is A Digital Contact Center? Is your contact center omnichannel?

Contact Center 52

Contact Center Customer Expectations Omnichannel Average Handle Time 52

Comm100

SEPTEMBER 13, 2021

However, the past couple of years has seen its importance within customer service skyrocket as companies adopted new technologies to stay connected during the pandemic. With the benefits made clear for all to see, and customer expectations risen, customer service operations can no longer afford to ignore digital transformation.

Customer Service 98

Customer Service Omnichannel Social Media 2020 98

West Monroe

JULY 11, 2023

Gain high-level insights into the maturity of your contact center capabilities and ways to accelerate value realization based on West Monroe’s proven methodology and transformation experience across various industries and company sizes.

Contact Center 52

Contact Center Omnichannel Customer Service Strategies Consulting 52

ShepHyken

JANUARY 29, 2018

Each week I read a number of customer service and customer experience articles from various resources. Customer Service Report 2018 by Olga Kolodynska, Justyna Polaczyk, Malgorzata Buksinska and Lukasz Labedzki. LiveChat) The report contains key customer service findings from 2017 and trends for 2018.

2018 97

2018 Article Customer Service Social Media 97

ShepHyken

SEPTEMBER 28, 2020

Each week I read a number of customer service and customer experience articles from various resources. CX50 2020: Great customer experience starts with company culture by Morag Cuddeford-Jones. Level-up Your Customer Service With These 4 Dynamite Strategies by Tom Sagi.

2020 80

2020 Article Customer Service Culture 80

TechSee

APRIL 4, 2023

While searching on the National Association of Home Builders (NAHB) site on the term “customer service”, the phrase “act as if you like your customer” comes up. Basically, this is the same idea as “treat the customer as a friend”. Where is the customer service revolution?

Customer Service 109

Customer Service Customer Care Customer Service Strategies Technology 109

transcosmos Information Systems

OCTOBER 22, 2015

What makes a company stand out from the rest is their ability to provide the best customer service. In fact, it was Robert Half, a Human Resource Firm Consultant who said, that “when the customer comes first, the customer will last.” The question is: how do you cope with customer service trends?

Blog 70

Blog 2015 Customer Service E Commerce 70