CSM Magazine

JULY 30, 2021

Today’s customers increasingly expect live and real-time communication. A unified communications (UC) solution can help make this possible by integrating audio, video and mobile capabilities that enable a new level of customer service. Key Components of Unified Communications. Voice and VoIP.

Communication 52

Communication Customer Service Travel Customer Service Representative 52

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 65

Customer Service Customer Service Representative Article Omnichannel 65

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 62

2023 Customer Service Customer Service Representative Customer Care 62

Horizon CX

FEBRUARY 7, 2024

However, in the pursuit of automation and streamlining processes, there’s a risk of losing the human touch that is vital for delivering exceptional customer experiences (CX). In the context of CX, empathetic interactions are crucial for fostering emotional connections with customers.

2024 52

2024 Loyalty Customer Service Representative Interaction 52

CSM Magazine

DECEMBER 13, 2023

As a matter of fact, 49% of customers have left a brand due to poor customer service , as revealed in a study back in 2021. Note that most of these customers were once very loyal to the brands they supported. This highlights a significant issue: neglecting customer service.

Customer Service 52

Customer Service Call Center Customer Satisfaction Poor Customer Service 52

CSM Magazine

JANUARY 8, 2024

For those inclined toward people interaction and seeking a sought-after career with specialization opportunities, we advise them to study the consumer services field. This article explores the definition of consumer services, the advantages and disadvantages of pursuing related jobs, and guidance on choosing it as a career path.

Consumers 52

Consumers Healthcare Social Media Exceptional Customer Service 52

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

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? Step 1: Implement Employee Engagement Software .

Employee Experience 128

Employee Experience Customer Service Engagement Article 128

CSM Magazine

MAY 17, 2023

The psychology of customer service delves deep into the human mind, examining how emotions, motivations, and perceptions influence consumer behavior. By grasping the importance of these psychological factors, businesses can tailor their strategies and interactions to better cater to customers’ needs and desires.

Customer Service 52

Customer Service Net Promoter Score Customer Service Representative Customer Satisfaction 52

CSM Magazine

JUNE 19, 2023

One key aspect of providing first-rate support is ensuring that your customer service team members are approachable and relatable. This means understanding and acknowledging their feelings, needs, and concerns during the entire customer interaction. Honesty can eliminate misunderstanding.

Customer Service 52

Customer Service Social Media Exceptional Customer Service Customer Service Representative 52

CSM Magazine

SEPTEMBER 6, 2023

What makes clients so frustrated that they vent their anger at service representatives? In this article, let us look at three common factors behind client discontent. To make matters worse, clients can sometimes be more knowledgeable about the subject than the official customer service representatives.

Customer Care 98

Customer Care Call Center Customer Service Representative Customers 98

CSM Magazine

MARCH 31, 2022

Voice is the fastest form of human communication and has long been the backbone of the customer service industry. In this article, we will discuss the basics of voicebot technology and how it is changing the customer service industry. What is a voicebot? How does a voicebot work?

Customer Service 52

Customer Service Contact Center Customer Service Representative Technology 52

BirdEye

SEPTEMBER 22, 2022

As a business owner, you already know communication is key to maintaining a successful operation. Whether you’re chatting with employees, customers, or vendors, it’s important to have a clear and concise communication method. Here is a list of the top benefits: Improves communication between employees.

Healthcare 98

Healthcare Communication Retail Document 98

Magellan Solutions

APRIL 19, 2023

According to the HubSpot Research Trust Survey , companies with excellent customer service will have a 93% chance of getting repeat business. To survive in this fast-paced business environment and focus on core functions, you should outsource customer service in insurance.

Insurance 98

Insurance Customer Service Competitive Advantage Exceptional Customer Service 98

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 198

Net Promoter Score NPS Automotive Customer Satisfaction 198

CSM Magazine

JANUARY 25, 2021

Well, that is precisely what we are going to explain in this article. We are going to tell you about seven practical ways you can improve your online customer service. Train your employees to interact positively. The first thing you need to do is training your employees on how to interact positively with customers.

Customer Service 52

Customer Service Customer Service Representative E Commerce E-support 52

CSM Magazine

MARCH 22, 2024

Customer service processes have evolved dramatically with the advent of advanced workflow automation tools. These innovations provide a robust solution to the age-old challenges of managing customer interactions efficiently.

Customer Service 52

Customer Service Customer Relationship Management Customer Satisfaction Customer Relationships 52

ShepHyken

MARCH 31, 2023

This week, we feature an article by Josh Centers, a Business Journalist at TextExpander , a platform that empowers teams and individuals to save time and eliminate repetitive typing with just a few keystrokes. He shares the challenges that customer service representatives face and how companies can overcome them.

Customer Service 68

Customer Service Customers Interaction Customer Service Representative 68

ShepHyken

JUNE 19, 2020

This week we feature an article by Daniel Ramsey, founder and CEO of MyOutDesk. He discusses the pros and cons of AI customer service tools, as well as the benefits of utilizing a virtual assistant. When small teams don’t have the time, there’s a solution to still continue improving AI customer service: with human touch.

Customer Service 80

Customer Service 2008 Interaction Customer Service Representative 80

ClientSuccess

FEBRUARY 22, 2023

Have you ever wondered about the difference between customer success and customer support? While both are important for ensuring customer satisfaction and retention, they have different objectives and approaches.

Customer Success 70

Customer Success Customer Satisfaction Customer Service Representative Webinar 70

CSM Magazine

DECEMBER 18, 2023

OTRS surveyed 500 global customer service leaders to find out if and how they are supporting their business’ revenue goals. percent said agents have access to complete customer data and 39.31 OTRS surveyed 500 global customer service leaders to find out if and how they are supporting their business’ revenue goals.

Customer Service 52

Customer Service Social Media Multi-Channel Poor Customer Service 52

ViiBE Blog

JANUARY 19, 2022

ViiBE Blog Customer service challenges of remote work Anna Gorina January 19, 2022 Share this article Contents Share this article Contents Before 2020, only a few companies across the globe had remote work best practices in place where they were used to allowing team members to work from home for a certain period of time regularly.

Customer Service 52

Customer Service Net Promoter Score E-support 2021 52

Inbenta

DECEMBER 21, 2023

To help companies navigate the topic of Generative AI and come up with a thoughtful point of view, Inbenta developed the following article to educate readers on Generative AI, the use cases it can address, and how it can be used responsibly. Plug Generative AI into different customer experience workflows. What is Generative AI?

E-support 52

E-support Customer Service Representative Interaction Banking 52

Playvox

APRIL 19, 2023

Related Article: WFM ROI: Why You Need Workforce Management Software Now How Can Time Management Strategies Help Contact Center Agents? Time management skills can help customer service representatives improve their productivity, reduce overall stress throughout the day, and meet their personal and organizational targets.

Contact Center 56

Contact Center Management Article Interaction 56

Comm100

FEBRUARY 6, 2023

This is why it’s so important for financial institutions to know the trends and expectations their existing and potential customers have regarding the customer experience. In this article, we’ll share five customer experience trends that financial institutions should keep up with in 2023.

Financial 80

Financial 2023 Blog Customer Experience 80

CSM Magazine

JULY 10, 2023

Check out our blueprint for becoming a customer service rockstar for more on this. Customer service emails are a crucial part of maintaining and enhancing customer relationships. A well-written, responsive, and personalized customer service email can leave a lasting impression and cultivate customer loyalty.

Loyalty 52

Loyalty Customer Service Communication Customer Relationships 52

Inbenta

OCTOBER 30, 2023

To help companies navigate the topic of Generative AI and come up with a thoughtful point of view, Inbenta developed the following article to educate readers on Generative AI, the use cases it can address, and how it can be used responsibly. Plug Generative AI into different customer experience workflows. What is Generative AI?

E-support 52

E-support Customer Service Representative Interaction Banking 52

CSM Magazine

FEBRUARY 1, 2024

Here are some examples: Solved communication issues by implementing active listening training for 20% of the entire company. Average resolution time: This is the time it takes between receiving a customer complaining and resolving it. If you have shorter resolution times, it shows your problem-solving and communication abilities.

Net Promoter Score 52

Net Promoter Score Social Media Rewards Programs Customer Retention 52

CSM Magazine

MAY 23, 2023

Types of Vulnerability There are various types of vulnerability that customers may experience, including: Cognitive vulnerabilities : These are difficulties with memory, processing, or decision-making abilities which may be caused by health issues or cognitive decline.

Financial 52

Financial Communication Feedback Customers 52

CSM Magazine

JANUARY 11, 2022

Human interaction matters now more than ever, and according to pwc 82% of U.S. customers want more of it in the future. Given the impact of the customer experience on purchase behavior, customer service managers need to pay attention to the level of customer assistance they provide. and 74% of non-U.S.

Customer Service Representative 93

Customer Service Representative Customers Customer Service Feedback 93

Answer Dash

NOVEMBER 21, 2018

(This article is originally published at IT-Online ) According to Gartner, customer experience (CX) – more than products or solutions – is the new battlefront for business, with 81% of marketers saying that by 2020 they expect to be competing mostly or completely on the basis of CX.

User Experience 75

User Experience Social Media 2025 2010 75

CSM Magazine

JUNE 4, 2021

Coming out of the pandemic, financial services remains a people business. In fact, across our industry the demand for human interaction has only increased over the past year. Of course, over time we’ve seen human interaction for many day-to-day transactions become unnecessary. Communication is critical.

Financial 98

Financial Management B2C Customer Service Representative 98

SurveySparrow

JUNE 22, 2023

In today’s competitive financial landscape, it’s customer experience banking that sets a financial institution apart from the others. Hence, this article offers insights into customer experience banking and the customer journey banking. Why is Customer Experience in Banking Important?

Banking 52

Banking Customer Experience Financial Social Media 52

CSM Magazine

OCTOBER 18, 2022

In order to provide an excellent customer experience, businesses need to employ a variety of strategies – and offering translation services to your customers is one of them. This not only builds trust with customers, but it also helps to create long-lasting relationships. This is where translation comes in.

Exceptional Customer Service 52

Exceptional Customer Service Customer Service Social Media Culture 52

CSM Magazine

FEBRUARY 10, 2023

There are many skills that a customer service manager needs to succeed in their chosen career. In addition to dealing with customers, you will also be managing a team of customer service representatives, and you will need to understand how to do this effectively.

Customer Service 52

Customer Service Management Customer Service Representative Communication 52

CSM Magazine

OCTOBER 12, 2022

Chatbots also have the ability to provide personalized service, which can improve the customer experience. In addition, chatbots are available 24/7, so they can provide assistance even when human customer service representatives are not available. Location-Based Services. Artificial Intelligence (AI).

Technology 52

Technology Customer Experience Social Media Customer Journey Mapping 52

Call Experts

JUNE 23, 2022

Customer retention is a huge deal for your organization, so it’s important you put some effort into building a better customer rapport. This article will explain customer rapport, why it’s essential, and how contact centers can support your customer service efforts. . What Is Customer Rapport?

Contact Center 98

Contact Center Customers Connections Return on Investment 98