CSM Magazine

JUNE 5, 2024

Electrical service provider Citrus Group, is using a BigChange job management system to reduce asset downtime and boost customer service. “We use it for all aspects of the business from job reports and tracking, to financial management and accounting.

Connections 52

Connections Management 2018 Customer Relationship Management 52

Ecrion

JUNE 25, 2020

Research has shown that remote customer service employees demonstrate increased levels of productivity. However, these gains don’t mean much if your remote customer service team is not managed effectively. Such as communications issues, frustrated employees, and disgruntled customers.

2020 59

2020 Customer Service Management Culture 59

ShepHyken

MARCH 9, 2020

Each week I read a number of customer service and customer experience articles from various resources. Chatbots Make There 3 Customer Experience Improvements Possible by Rose de Fremery. According to Gartner, the average person will have more conversations with bots than their spouse by 2020. So is the word guest.

2020 125

2020 Article Customer Service Books 125

TechSee

MAY 4, 2021

Economic and logistical challenges have resulted in businesses turning to the gig economy to support and scale their customer service and sales efforts while lowering their fixed costs and in-house overhead. The Concept of GigCX: Freelance customer service agents. Why Customer Service is adopting the Gig Model.

Customer Service 182

Customer Service 2027 Contact Center Call Center 182

CSM Magazine

OCTOBER 5, 2020

Customer Service & Experience USA 2020 (November 17-18th) brings together an unrivalled list of senior customer service leaders from the world’s most powerful and innovative brands. In celebration of our 10th anniversary, we are bringing our most senior line-up yet.

2020 52

2020 Customer Service Hotels Contact Center 52

ShepHyken

SEPTEMBER 7, 2020

Each week I read a number of customer service and customer experience articles from various resources. Winning means losing in the game of customer retention by Linda O’Grady. The key is to hang onto the right customers. Want to Deliver Better Customer Service? My Comment: What is context?

Article 92

Article 2020 Customer Service Customer Retention 92

Experience Investigators by 360Connext

OCTOBER 22, 2019

If you know how critical Customer Experience is to the happiness of your customers and your team (and if you’re reading this, I’m willing to bet you are,) you’re probably already trying to anticipate the next big trends in CX. Customer Experience Still Reigns Supreme. I want to answer that… in a moment.

2020 169

2020 Customer Experience Innovation Brands 169

BlueOcean

AUGUST 6, 2020

2020 has marked the workplace like no other year in recent history. And second, there’s no doubt that the pandemic and the social justice movement has evolved what you need from a customer service provider – and your RFP should reflect that. Our updated list of customer care RFP questions keeps these facts top of mind.

Contact Center 156

Contact Center Customer Care 2020 Culture 156

ShepHyken

AUGUST 10, 2020

Each week I read a number of customer service and customer experience articles from various resources. How to Increase Customer Loyalty: 5 Customer Retention Strategies by Christopher Hutchens. The New Qualities of Customer Service Excellence by Denyse Drummond-Dunn. Follow on Twitter: @Hyken.

Article 93

Article 2020 Customer Service Customer Retention 93

Oracle

FEBRUARY 21, 2020

Oracle Modern CX 2020 will take place March 23-26 at McCormick Place West in Chicago, with 200+ planned sessions focusing on the hottest topics in customer experience. Over 40 of these sessions will focus on the most relevant, cutting-edge customer service trends and technology.

2020 62

2020 Customer Service Roadmap Hospitality 62

ProProfs Chat

MAY 6, 2020

Though there is nothing wrong with the rise in the popularity of remote working, managing remote teams makes the job of a manager challenging. But then again, is managing remote teams similar across various departments? What makes managing a remote customer service team so daunting?

Management 108

Management Customer Service Communication Customers 108

Storyminers

JUNE 19, 2020

Mike has been recognized as one of top Customer Service Experts of the Decade! Mike Wittenstein | Founder and Managing Partner, STORYMINERS. He helps small- and mid-cap service brand leaders to increase their ability to create value, engage their employees, and deliver better returns. LinkedIn | Twitter.

2010 64

2010 2020 Customer Service Workshop 64

SurveySparrow

JANUARY 28, 2020

One wrong review of your enterprise and you are at the risk of losing customers. Online reputation management is, therefore, no trivial matter and without a doubt, you should invest a share of your time and money in it. This is where online reputation management software come into play. We totally get that! SurveySparrow.

2020 89

2020 Net Promoter Score Management Social Media 89

ShepHyken

OCTOBER 12, 2020

Each week I read a number of customer service and customer experience articles from various resources. Radical Empathy And Other Ways To Rethink Your Customer Experience by Bridget Brennan. My Comment: Let’s start this week’s Top Five with one of the hottest topics in customer service and experience, and that’s empathy.

Article 79

Article 2020 Customer Service Loyalty 79

ShepHyken

JANUARY 13, 2020

Each week I read a number of customer service and customer experience articles from various resources. What Does it Take to Lose a Customer? CMSWire) Customer experience. 4 Things to Automate In 2020 for Better Customer Relationships by Nathan Resnick. Here are my top five picks from last week.

2020 93

2020 Article Customer Service Retail 93

CSM Magazine

APRIL 18, 2024

DSSL Group, the security systems company, has rolled-out a new field service management system from BigChange. The cloud-based system incorporates vehicle tracking, mobile workforce app, intelligent job scheduling and an online customer booking portal. “However, we also knew this was long winded.

Management 52

Management 2009 2018 Customer Relationship Management 52

ShepHyken

MARCH 9, 2020

Each week I read a number of customer service and customer experience articles from various resources. Chatbots Make There 3 Customer Experience Improvements Possible by Rose de Fremery. According to Gartner, the average person will have more conversations with bots than their spouse by 2020. So is the word guest.

2020 62

2020 Article Customer Service Books 62

Magellan Solutions

SEPTEMBER 29, 2020

Waiting to talk to a customer service representative over the phone can actually take a long time, and going to the company’s office can be too much of a hassle. However, knowing that they can get help through social media is what most customers choose to do. What is social media customer service?

Social Media 52

Social Media 2020 Customer Service Call Center 52

ShepHyken

MAY 4, 2020

Each week I read a number of customer service and customer experience articles from various resources. Customer Experience is the way! But while reopening is the order of the day, re-marketing will be the order of 2020 as retailers try to transcend simple survival and get back on their feet. But where is its value?

Article 96

Article 2020 Customer Service Contact Center 96

SurveySparrow

NOVEMBER 28, 2019

2020’s right around the corner. Here are the much-awaited customer experience conferences of 2020. Oracle is all set to help organizations adopt innovative and disruptive data-driven customer experience strategies to empower change and stimulate growth. When: 14th January – 15th January 2020.

2020 96

2020 Customer Experience Workshop 2019 96

Eptica

JULY 2, 2020

Date: Thursday, July 2, 2020 Author: Pauline Ashenden - Demand Generation Manager Customer service: what you can learn from great business leaders. Published on: July 02, 2020. Customer service shouldn't just be a department, it should be the entire company. More about Bill Gates ) 4.

Customer Service 142

Customer Service Customer Centricity 2020 Innovation 142

Experience Investigators by 360Connext

JUNE 30, 2020

There’s never been a year quite like 2020. Small businesses are struggling with cash flow and innovating around how to deliver on their products and services. Customer experience leaders are adapting to what customers need, as well as what can be reasonably offered. Customer behaviors changed in 2020, too.

2020 143

2020 Events Customer Journey Brands 143

Eptica

DECEMBER 16, 2020

Date: Wednesday, December 16, 2020 Author: Pauline Ashenden - Demand Generation Manager Learning from Santa’s customer service success. Published on: December 16, 2020. Delivering impactful results from your Voice of the Customer programme. How do you create super-agents in your organisation?

Customer Service 118

Customer Service 2021 2020 Blog 118

Experience Investigators by 360Connext

JUNE 30, 2020

There’s never been a year quite like 2020. Small businesses are struggling with cash flow and innovating around how to deliver on their products and services. Customer experience leaders are adapting to what customers need, as well as what can be reasonably offered. Customer behaviors changed in 2020, too.

2020 143

2020 Events Customer Journey Brands 143

ShepHyken

NOVEMBER 25, 2020

Always thinking about how everything in life ties to customer service, I wondered, “What is a good recipe for customer service?” Leadership defines the customer service and CX vision for everyone to follow. Empathy: This is the big word of 2020. So, I’ve listed some of the essential ingredients.

Customer Service 145

Customer Service Leadership Customer Service Training 2020 145

Eptica

JANUARY 5, 2021

Date: Tuesday, January 5, 2021 Author: Pauline Ashenden - Demand Generation Manager Reviewing 2020 – our top blog posts from last year. Author: Pauline Ashenden - Demand Generation Manager As we move forward into 2021, now is the perfect time to review the past year, with all its disruption and challenges. Read the full?blog

2020 104

2020 Blog 2021 Article 104

ShepHyken

MAY 25, 2020

Each week I read a number of customer service and customer experience articles from various resources. How to calculate your customer retention rate by Bryce Baer. My Comment: I’m a big believer in using video to enhance the customer experience. Here are my top five picks from last week.

Article 61

Article 2020 Contact Center Customer Service 61

ShepHyken

MARCH 16, 2020

Each week I read a number of customer service and customer experience articles from various resources. Ten Tips to Increase Customer Loyalty by Atlanta Small Business Network. ASBN) Building customer loyalty takes time and effort, but the reward is guaranteed sales. Here are my top five picks from last week.

Article 90

Article 2020 Customer Service Competitive Advantage 90

ShepHyken

JUNE 22, 2020

Each week I read a number of customer service and customer experience articles from various resources. This Harvard Business School article recognizes that customers may be “less able and less willing to spend than before,” and answers the question, “How should you re-engage with them?”. by Mike Roberts.

Article 56

Article 2020 Customer Service Retail 56

CSM Magazine

MARCH 14, 2024

Environmental management company Green Spark is using the latest cloud and mobile technology to boost sustainable business growth. A specialist in pollution prevention, including drainage services, Green Spark works with some of the UK’s largest brands, on a national scale.

Management 52

Management E-support 2018 2013 52

Michel Falcon Experience

JANUARY 16, 2020

If you want your company to grow in 2020 you have a myriad of different options: You can optimize your SEO to rank first for your respective search queries. Why Doesn’t Every Company Have a Customer Experience Strategy? Do you have plans to host a customer journey mapping workshop this year? Customer Journey Mapping.

2020 88

2020 Customer Journey Mapping Customer Experience Hospitality 88

CSM Magazine

DECEMBER 18, 2023

Customer Service should be a human experience. Countless companies have lost sight of that crucial fact, often relying on chat or never-ending touch-tone menus that frustrate customers immensely. So much so, that those disgruntled customers often choose to take their business elsewhere. Lost customers mean lost profit.

Customer Service 52

Customer Service Social Media Multi-Channel Poor Customer Service 52

CSM Magazine

DECEMBER 5, 2019

Philip Say, VP of Innovation Product Management, Sutherland Labs shares his CX Predictions for 2020. AI unlocks intelligent experiences in customer support. Conversational AI interfaces will become the new standard in customer experiences. Philip Say is VP of Innovation Product Management at Sutherland Labs.

2020 91

2020 Customer Experience Omnichannel User Experience 91

CSM Magazine

AUGUST 7, 2023

Crucial Engineering is underpinning a UK-wide expansion of its aluminium and automation business with the BigChange job management system which live links field engineers to back-office support staff using a mobile app. “Using BigChange we have had the working practices and management structure of a much bigger company from the start.

Management 52

Management 2018 2013 Customer Relationship Management 52

ShepHyken

MARCH 30, 2020

Each week I read a number of customer service and customer experience articles from various resources. My Comment: The more insights you have on your customers (consumers) the better. I’m often asked about AI and its impacts on the customer experience. Here are my top five picks from last week.

Article 80

Article 2020 Customer Service Loyalty 80

ShepHyken

APRIL 6, 2020

Each week I read a number of customer service and customer experience articles from various resources. Improve customer loyalty and retention by focusing on relationships by Sarah Olson. Zendesk) Read on for customer retention strategies and tips to build long-term relationships that improve your customer loyalty.

Article 76

Article 2020 Customer Service E Commerce 76

ProProfs Chat

APRIL 15, 2020

We were in a discussion at ProProfs about utilizing working hours productively, and that’s when one of the team members mentioned that he spends about 40% of his time checking and managing emails. That’s when we realized that as an organization, we need to work on the overall email management skills if we want to boost productivity levels.

2020 69

2020 Management Communication Document 69