Experience Investigators by 360Connext

JANUARY 26, 2021

Voice of the Customer programs help organizations keep a finger on the pulse of how they’re meeting customer needs , with VoC data revealing how customers feel about the brand, their experience, and specific interactions and touchpoints at scale. And some of the simplest and most effective methods are right in front of us.

Social Media 254

Social Media Contact Center Net Promoter Score Customers 254

BlueOcean

MARCH 31, 2022

The common thread between what workforce management experts and what the manager of a pro sports team might do when the game is on the line is pretty obvious once you think about: we both depend on both statistics and relentless practice to make informed decisions and react to changing dynamics. Practice Makes (Almost) Perfect.

Contact Center 296

Contact Center Sports Management Customer Care 296

BlueOcean

MARCH 7, 2024

Blue Ocean, a world leader in customer care solutions, was named a Finalist today in the “Contact Center Outsourcing Provider of the Year” category in the 18 th annual Stevie ® Awards for Sales & Customer Service. Since the beginning, I knew there was something unique about this company. We saw there was a true cultural fit.

2024 177

2024 Sales Customer Service Sports 177

TechSee

MARCH 7, 2023

She is a visionary leader and change agent with more than 20 years of experience successfully transforming contact center programs, centers, and regions to achieve breakthrough results. With 20 years of contact center experience, she has successfully delivered results in the demanding, fast-paced contact center environment.

2023 207

2023 Contact Center Leadership Hospitality 207

TechSee

JUNE 1, 2023

With over 700,000 devices implanted worldwide, the company’s customer service team assists people daily with a wide range of questions about their devices, including multiple types of implants, Sound Processors, and a portfolio of accessories. We get about 60 calls a day, on average these take about 7.5

Technology 207

Technology Reference Connections Demo 207

Beyond Philosophy

AUGUST 20, 2020

Professor Melumad is an assistant professor of marketing at the Wharton School at the University of Pennsylvania and has worked a lot in a relatively new research area about people’s relationship with mobile phones. One has to do with what I mentioned earlier about how my phone was more personal to me than the PC was.

Transportation 348

Transportation Information Technology Consulting 348

ShepHyken

JULY 29, 2020

We want our customers to always have a good experience with us—one they can count on always happening every time they do business with us. If, for some reason, there is a problem, we want our customers to know they can always count on us to resolve it for them. This is not about a boring experience.

Customer Service 254

Customer Service Hospitality Customer Service Training Customers 254

Retently

MARCH 5, 2024

Yet, creating a culture of gratitude isn’t just about external interactions; it starts within your company. It’s not just about the content of these emails but how they reflect your commitment to outstanding customer service, showing that you prioritize excellence in every interaction. Your feedback made our day!

Feedback 155

Feedback Social Media Customer Satisfaction Loyalty 155

Magellan Solutions

SEPTEMBER 19, 2023

However, instead of you reaching out to them, interested customers will contact you. Often, the reason is to inquire about your product or services. These people are likely to have researched your business before contacting you. They’re contacting you because they’re convinced of your product or service.

Exceptional Customer Service 98

Exceptional Customer Service Social Media Customer Satisfaction Advertising 98

BirdEye

NOVEMBER 7, 2023

Best regards, [Your Name] [Position], [Car Dealership’s Name] [Contact Information] 2. Let us know your preferences, and we’ll guide you through the next steps! Best regards, [Your Name] [Your Position] [Car Dealership’s Name] [Contact Information] 3. Looking forward to assisting you in finding your dream car.

Sales 115

Sales Automotive Advertising Demo 115

BirdEye

DECEMBER 8, 2023

A follow-up email is a professional email sent to a client or prospect that you have contacted previously but have not heard back from. Here's a general follow-up email example you can use for most situations: Hi [Name], I just wanted to follow up about [topic]. Signature Include basic contact information and your full name.

Demo 110

Demo Events Communication Feedback 110

ShepHyken

FEBRUARY 20, 2024

Many of you who read my articles or watch my videos may not have jobs related to customer service or CX measurement, but that doesn’t mean you shouldn’t pay attention to what I’m about to share. Maybe it happened two days ago, and they just now have the time to contact you or the company. Connect with Shep on LinkedIn.

Metrics 150

Metrics Customer Service Workshop Measurement 150

Beyond Philosophy

JANUARY 14, 2023

For example, I like to make drawings with pen and paper during my sales presentations with a contact. Scribbling away on my pad of already scribbled paper, I know that the contact is engaged and interested in how my services will help them achieve their goals. Tell us about it here. Please tell us how we are doing!

Presentation 97

Presentation Financial Sales Consulting 97

delighted

APRIL 1, 2024

By using a range of question types, post-event surveys extract both positive and negative sentiments that can be used to improve events in the future. Typically, post-event surveys ask about the event’s location, speakers, presentations, catering options, and more.

Events 100

Events Feedback Net Promoter Score Touchpoint 100

Beyond Philosophy

APRIL 11, 2024

Learn more about Colin Shaw : Join over 80,000 people on our LinkedIn Newsletter list or visit our website for more great podcast episodes. Listen to the podcast: One of the things I talk about a lot with clients is customer emotions. One good thing about the Job to Be Done framework is it’s simple to understand.

Books 78

Books Customers Insights Marketing 78

CSM Magazine

MARCH 7, 2024

Encoded , a leading Payment Service Provider and pioneer of innovative secure payment solutions for contact centres and e-commerce, has announced that business process outsourcing (BPO) specialist Sigma Connected is using Agent Assisted Payments solution. Our technology offers tremendous business value. .”

E Commerce 52

E Commerce Connections 2011 E-support 52

Magellan Solutions

APRIL 8, 2024

Address the Issue Clearly Be specific about the problem. Only use easy-to-understand language to ensure clarity. Thank you for bringing this to our attention” “Thanks for letting us know about this” “I completely understand why you’re upset” 2. It’s on us” “Let’s work together to get things back on track” 4.

Customer Service Representative 52

Customer Service Representative Customers Customer Satisfaction Call Center 52

ShepHyken

JUNE 15, 2021

Shep Hyken interviews Steve Bederman, President and CEO of NobelBiz , a Contact Center Technology Company. He is also a published author, an accomplished leader, and a highly regarded Contact Center industry innovator. Top Takeaways: A customer gives us the gift of trust when they choose us.

Omnichannel 151

Omnichannel Contact Center Social Media Communication 151

CSM Magazine

JANUARY 8, 2024

The call came in early Sunday morning: “Our systems are down after a cyber-incident, and we need to get our contact centre back up immediately. Our customers cannot phone us, which is a major problem as all our other systems are down, so we are completely cut off.” It was a nightmare scenario.

Healthcare 52

Healthcare 2023 Multi-Channel Customer Journey 52

CSM Magazine

AUGUST 23, 2023

Replacing five legacy systems delivers lower TCO, advanced contact centre features on-demand, scalability and external platform integration. Kura, the UK’s largest independent outsourcer, is transforming its contact centre capability with Avaya Enterprise Cloud. The new solution will support us into the future.

Customer Experience 52

Customer Experience Innovation ROI Financial 52

Beyond Philosophy

FEBRUARY 14, 2020

Social media has changed many things about our lives. Platforms like Facebook, Instagram, and Twitter gave us direct access to brands in a way we hadn’t had before. Platforms like Facebook, Instagram, and Twitter gave us direct access to brands in a way we hadn’t had before.

Technology 195

Technology Social Media 2016 Interaction 195

ShepHyken

APRIL 22, 2024

I have added my comments about each article and would like to hear what you think too. The first tip, being proactive and reaching out to customers before they call you (about a problem), is something more companies should implement. I believe we control our destiny much more than anybody else can do anything to us,” he says.

2024 78

2024 Article Customer Service E Commerce 78

Call Experts

APRIL 8, 2024

First Call Resolution (FCR): FCR is the percentage of customer inquiries or issues resolved during the first contact with the agent. Empathy: They genuinely care about customers’ concerns and demonstrate empathy when addressing issues. Lower AHT indicates quicker issue resolution. High FCR rates reflect efficient problem-solving.

Call Center 52

Call Center Net Promoter Score NPS Average Handle Time 52

Magellan Solutions

MAY 15, 2023

Everyone can share a horror story about poor customer service. In this article, you’ll learn more about answering services and why your business needs them so you can check your options and make a more informed decision when choosing customer support options for your company. They also contact you to resolve their concerns.

Telecommunications 98

Telecommunications Poor Customer Service Customer Relationships Loyalty 98

Magellan Solutions

APRIL 25, 2024

You may have heard about technical support outsourcing as an option since hiring an in-house support team to handle technical support is associated with significant financial investment that may burden small and medium enterprises (SMEs). .” Think about what needs to be in place for a seamless switch to outsourced support.

Average Handle Time 52

Average Handle Time Customer Satisfaction Measurement Call Center 52

Bill Quiseng

JANUARY 3, 2022

We CARE for each customer: We COMMUNICATE with each customer with a smile, eye contact, and polite interaction. We ACKNOWLEDGE each customer’s presence and value to us. So satisfied customers don’t rave about you to others. We listen to understand the customer’s questions, concerns, and complaints.

Customer Care 200

Customer Care Customer Service Culture Customers 200

CSM Magazine

FEBRUARY 2, 2024

To adapt to changing member needs, Benenden sought to upgrade its customer contact infrastructure. About Sabio Sabio Group is a global digital customer experience (CX) transformation specialist with major operations in the UK (England and Scotland), Spain, France, Netherlands, Malaysia, Singapore, South Africa and India.

Multi-Channel 52

Multi-Channel Healthcare Hospitality Social Media 52

ShepHyken

NOVEMBER 21, 2023

Generative AI, like ChatGPT, is expected to grow in customer contact organizations to support agents. They no longer compare us to other companies in our industry. They are comparing us to the best experiences they’ve had anywhere.” The adoption of self-service is not about replacing jobs or cost reduction.

2021 88

2021 Technology Interaction Customer Service 88

Magellan Solutions

JUNE 18, 2023

A dedicated contact center answering service might just be the ticket to the big time. While an answering machine would be a bit cheaper, it cannot exactly give real-time answers to callers who may have a question or two about your business, where you are, or the like. Ask us today for a free quote. TALK TO US!

Contact Center 97

Contact Center Information Call Center Customer Service 97

Magellan Solutions

APRIL 22, 2024

User Experience Moderated platforms provide a good user experience by allowing users to engage and interact without worrying about exposure to heinous or harmful content. This includes rules about hate speech, explicit content, user privacy, and copyright infringement. TALK TO US! Contact us today for more information.

User Experience 52

User Experience Call Center Interaction Engagement 52

One Millimeter Mindset

OCTOBER 15, 2018

Current and potential customers can tell us overstated stories. To attract our attention, negotiate business with us. And lead us on and on and on. First of all, we are flattered that these customers contacted us. We give them the benefit of our having absolutely no doubt about what they tell us.

Workshop 142

Workshop Roadmap Customer Success Leadership 142

BirdEye

NOVEMBER 10, 2023

Watch this interesting conversation here to learn more about streamlining customer communications using AI: Streamlining customer communications using AI: Session transcript Rebecca Colwell: Hello and welcome to ‘Efficiency unleashed: Streamlining customer communications using AI.’ My name is Rebecca Colwell.

Communication 59

Communication 2023 Customers Insurance 59

One Millimeter Mindset

FEBRUARY 8, 2023

It is time to reset expectations about who you and I are actually meeting with. How about you? Today, I share some changes a group of us are making which create more positive dynamics and a solid sense of purpose during meetings. We ask people to reset expectations about who you actually are meeting with.

Consulting 91

Consulting Innovation Events Leadership 91

delighted

FEBRUARY 26, 2024

NPS is a customer experience metric that measures loyalty with the survey question: “How likely are you to recommend us to a friend or colleague?” Use the final page of your survey to explicitly thank the customer for their time and to let them know that you value their feedback. What is NPS? How did we do? Got a minute?

NPS 98

NPS Net Promoter Score Reference Feedback 98

CSM Magazine

SEPTEMBER 8, 2023

Our credibility… For us, this is a really exciting development and one that we’ve not only been expecting – but planning for. Thanks to our knowledge of the market and the way it has been evolving in recent years, we’ve shaped our business strategy around the convergence of the contact centre, AI and CRM landscapes.

White Paper 52

White Paper Leadership Multi-Channel 2021 52