Call Experts

FEBRUARY 18, 2021

Check out this blog. . You can follow our blog or some of the blogs listed below! Contact Center Blogs to Follow: Telephone Doctor. This blog offers helpful support documents that delve into customer service, customer experience, and the contact center business. Interactive Voice Response or IVR.

Contact Center 52

Contact Center Blog Call Center E-support 52

Eptica

JANUARY 8, 2020

Date: Thursday, January 9, 2020 Author: Pauline Ashenden - Marketing Manager 2019 in focus: our top 10 blog posts from the year. This blog looks at how CX has evolved , and the priorities for brands looking forward into the new decade. Published on: January 09, 2020. As customers become more demanding, can self-service really help?

2019 65

2019 Blog 2020 Leadership 65

Eptica

JANUARY 9, 2019

Date: Wednesday, January 9, 2019 Author: Anne-Claire Bellec - Marketing Director Reviewing 2018 – our top 10 blog posts from the year. At the Eptica blog we’ve looked at all of our posts from 2018 and come up with a top 10 of the most popular and topical, based on the number of views, comments and general feedback.

2018 89

2018 Blog Average Handle Time 2019 89

One Millimeter Mindset

NOVEMBER 24, 2020

From this year forward, we all share a common story about how we moved one millimeter beyond what is professionally comfortable. Initially, share your stories with each other. I guarantee that untapped human capital value resides within those individual, yet interconnected, stories you currently do not share.

Blog 95

Blog Workshop Leadership 2020 95

ShepHyken

FEBRUARY 22, 2019

This week we feature an article by Stacy Sherman who reminds us that brands must not compete on price alone and shares a great story to illustrate this point from Stacy’s Pita Chips. – Shep Hyken. I share my story because it serves as a reminder that brands should not compete on price alone.

Blog 109

Blog Hotels B2C Loyalty 109

Calabrio

NOVEMBER 25, 2020

Tech advances are powering better service through all channels, including voice, SMS, chat and in-app messaging as well as video, which is quickly becoming a favored channel, especially during the pandemic. Other advances include more immersive co-browsing features to help agents share the customer’s view and jointly troubleshoot with them.

Contact Center 122

Contact Center Blog Banking Competitive Advantage 122

ShepHyken

JULY 5, 2019

But, it cuts out nonverbal cues like body language and tone of voice. One that unlocks the opportunity to form a relationship and build customer loyalty. . Do you speak Internet? Just like any forum, the online world has its own codes, best practices, and of course, language – one that is imperative to know in our digital age.

Communication 122

Communication Blog Social Media Feedback 122

InMoment XI

JANUARY 9, 2024

The chatbots automatically help users find responses to their questions and discover helpful content like help center articles, blogs, and resource pages. Managing the B2B customer experience is a key growth strategy for organizations across a wide variety of industries. What is B2B Customer Experience? Why is B2B CX Important?

B2B 551

B2B Customer Experience Net Promoter Score 2024 551

One Millimeter Mindset

DECEMBER 13, 2018

These 5 One Millimeter Mindset Collaborative Storytelling Blog posts are focused on helping you “see” your organization’s or association’s stories as vibrant testimonials of how you serve customers. Enjoy these 5 One Millimeter Mindset Collaborative Storytelling Blog posts, especially selected. Babette Ten Haken.

Blog 68

Blog 2018 Workshop Customer Retention 68

One Millimeter Mindset

SEPTEMBER 27, 2018

These third quarter zinger blog posts focus on how “what we do” impacts the customers we serve. Instead, these third quarter zinger blog posts concentrate on the value of YOU. Here are 8 zinger blog posts to catalyze your professional innovation, workforce engagement and customer success during Q4. Subscribe to my blog.

Blog 70

Blog Customer Retention B2C Workshop 70

Comm100

SEPTEMBER 19, 2022

NLP-powered chatbots can process users’ inputs and respond in a natural voice. Share content directly from the chatbot interface on social media platforms such as Facebook, Twitter, and LinkedIn. It also improves the level of interaction between your company and its customers. Natural Language Processing. Third-party integrations.

Blog 64

Blog Social Media Customer Satisfaction Customer Relationship Management 64

CX Accelerator

JUNE 8, 2020

Surveys are a great way to listen to the voice of the customer, so don’t misconstrue the title of this article as being “anti-survey.” During the Customer Experience Question of the Day (#CXQOTD), a daily CX question we pose to the CX community, we asked, ,, “What are your favorite ways to listen to the voice of customer without surveys?”

Social Media 182

Social Media Contact Center Call Recording Voice of Customer 182

ShepHyken

OCTOBER 28, 2016

This week on our Friends on Friday guest blog post my colleague, Michael Becker, talks about how negative reviews and poor customer service can impact your business. And the vast majority (95%) of consumers share bad experiences with others. And the vast majority (95%) of consumers share bad experiences with others. Shep Hyken.

Blog 133

Blog 2014 Poor Customer Service Contact Center 133

CX Accelerator

NOVEMBER 7, 2023

Ben Motteram , reminding us that we must act on our voice of customer data adds: 7) monitor their NPS (Net Promoter Score) on dashboards but do nothing to try to improve it. The representative on the phone went so far as to tell me that I should try calling my credit card company to see if they had any information about my flights.

Customer Centricity 316

Customer Centricity Airlines Net Promoter Score Books 316

GetFeedback

JANUARY 21, 2019

Surveys that focus on helping you plan your content marketing strategy should be brief and include very specific questions aimed at helping you make decisions about what type of content to create and where to create it (YouTube vs. your own blog, for example). Blog posts. Blog posts should require 5-10 minutes of reading time at most.

Marketing 210

Marketing Healthcare Webinar Blog 210

BirdEye

JUNE 13, 2024

It’s about creating and sharing valuable content that’s so useful and interesting that your customers can’t help but pay attention. In this blog post, we’ll explore why content marketing is essential for small businesses, the steps to creating a winning content marketing strategy, and practical tips on ensuring success.

Marketing 62

Marketing Social Media Advertising Webinar 62

ShepHyken

MAY 11, 2018

This week we feature an article by Rohit Prasanna who shares a great list of 10 customer service trends that will affect the customer experience this year. – Shep Hyken. Be it through a voice call, SMS, Whatsapp, your app or push notifications, and a customer has given you explicit consent to communicate by leaving his number with you.

2018 100

2018 Blog Customer Service B2B 100

GetFeedback

JANUARY 3, 2019

A Voice of Customer (VOC) program aims to gather and analyze customer insights, allowing you to identify trends and strategies to improve customer experience and deliver positive business outcomes. In simpler terms, VOC offers a way to give your customers a voice within your organization. Understand Voice of Customer capture methods.

Voice of Customer 239

Voice of Customer Customer Service Net Promoter Score Social Media 239

ShepHyken

FEBRUARY 23, 2018

All authentic exchange is based on our shared humanity- that we are one and the same, not at odds, or as some kind of burden to each other, but interested in working together to create a sense of mutual respect and a shared positive outcome. And I’m quite certain that my experience was not unique. We experience these at the L.L.

Customer Satisfaction 92

Customer Satisfaction Blog Exceptional Customer Service Employee Experience 92

ShepHyken

AUGUST 31, 2018

This week we feature an article by Yura Filimonov who shares some of the many ways we can use AI to provide customer support. – Shep Hyken. Voice-activated service. write messages, articles and books by voice. use devices via voice when typing is not convenient or safe. Self-service. Virtual assistants. search online.

Blog 74

Blog Social Media Insurance Contact Center 74

ShepHyken

MAY 5, 2017

This week on our Friends on Friday guest blog post my colleague, Dan Rood, writes about the precious commodity of time and why we must use the latest technologies to help customers save time and have amazing customer experiences. I think a great self-service option is key for everyone. Shep Hyken. Three-quarters of U.S.

Blog 80

Blog Omnichannel Social Media Retail 80

Eptica

NOVEMBER 13, 2020

Date: Friday, November 13, 2020 Author: Pauline Ashenden - Demand Generation Manager Delivering impactful results from your Voice of the Customer programme. Listening to the Voice of the Customer (VoC) is central to this – but where should organisations start when it comes to implementing and scaling their programmes?

2020 126

2020 Download Blog Interaction 126

ShepHyken

SEPTEMBER 28, 2018

This week we feature an article by Linda Ginac who shares effective HR tech solutions that help companies focus on employee engagement. – Shep Hyken. HR technology solutions can help tremendously in this realm as they allow HR departments to select pre-defined career pathways and share them seamlessly with employees.

Blog 107

Blog Engagement Technology Feedback 107

ShepHyken

AUGUST 11, 2017

In a study of 275 B2C customer experience programs , we found that programs that shared feedback directly with executives achieved Net Promoter Scores 6 points higher, on average than those that did not. There are many ways to center a business…. Customer obsessed companies are the future. Here are a few tips. Focus on both data and stories.

Blog 93

Blog Net Promoter Score Customer Centricity Feedback 93

GetFeedback

JANUARY 28, 2020

Given that video consumption is half as much time to consume than written text, 82% of people would prefer to watch a live video than to read a blog post. Make your live video clutter-free: No one will listen or watch your Facebook Live video if it’s blurred and your voice cannot be heard properly. So let’s get started.

Social Media 322

Social Media Customer Retention Customers Article 322

ShepHyken

OCTOBER 27, 2017

People’s minds wander towards automated voice messaging systems, long hold times, or in today’s day and age, chatting in an online forum with a virtual assistant who, if we’re being honest, really doesn’t understand what you want, how you want it, or when you need it. It’s much more than that, especially in the customer service realm.

Customer Service Strategies 84

Customer Service Strategies Blog Customer Service Hotels 84

GetFeedback

JULY 19, 2019

We used to get so excited to talk about the Voice of the Customer (VoC). It sounds so appealing to really hear the customer in their own voice, to understand their intentions and understandings. How to set up your Voice of the Customer (VoC) program for success. Gather your champions. Gather your champions.

Net Promoter Score 230

Net Promoter Score NPS Customer Journey Mapping Feedback 230

ShepHyken

FEBRUARY 24, 2017

This week on our Friends on Friday guest blog post my colleague, Kathleen Hettinger, discusses the importance of handling breaking news and how your organization should be prepared. How will agents get the news they need to share with customers? How will agents get the news they need to share with customers? Shep Hyken.

Contact Center 84

Contact Center Blog Social Media Events 84

Lumoa

DECEMBER 15, 2022

Voice of Customer (VoC) is not a new concept. Companies are finding that innovative technologies can make collecting voice of customer analytics more effortless than ever—and these technologies have opened up exciting new possibilities for improving customer experiences. In This Article: What is Voice of Customer Analytics?

Voice of Customer 94

Voice of Customer Social Media Banking Feedback 94

ShepHyken

JUNE 17, 2016

This week on our Friends on Friday guest blog post my colleague, Ian Landsman writes about the importance of training and preparing customer service representatives to interact with customers. They should also be familiar with brand messaging, speaking as a united voice on behalf of the brand. Shep Hyken. Positivity. Adaptability.

Blog 83

Blog Customer Service Customer Service Representative Customer Service Training 83

Lumoa

FEBRUARY 7, 2023

Without listening to the voice of your customer, you’ll be like a ship without a rudder or a compass…lost and drifting without direction. This is where a Voice of the Customer approach can help by organizing and prioritizing customer insights into a usable format. In This Article: What is the Voice of the Customer (VoC)?

Customer Centricity 169

Customer Centricity Voice of Customer Social Media NPS 169

BirdEye

MAY 17, 2023

And as a result, more businesses are turning to voice messaging. Voice messaging technology can help you tap into the power of communicating via phone more efficiently. In this blog, we’ll share the benefits of voice messaging systems and how they can enhance everything from marketing campaigns to in-house communications.

Fashion 98

Fashion Communication Social Media Events 98

Experience Investigators by 360Connext

FEBRUARY 23, 2015

This means more than just amazing new vehicles, this means learning about how storied industries like this one continue to use the voice of the customer in their product development. Customers have a new voice in innovation. The Chicago Auto Show, now in its 107th year(!), Mistakes do happen.

Innovation 262

Innovation Consumers Social Media 2016 262

Calabrio

NOVEMBER 25, 2020

Tech advances are powering better service through all channels, including voice, SMS, chat and in-app messaging as well as video, which is quickly becoming a favored channel, especially during the pandemic. Other advances include more immersive co-browsing features to help agents share the customer’s view and jointly troubleshoot with them.

Contact Center 52

Contact Center Blog Banking Competitive Advantage 52

ShepHyken

MARCH 23, 2018

Especially when difficult news must be shared, leaders must demonstrate trust in their employees and in their relationships by communicating a unifying message. What professional skill is highly overlooked, underrated, often treated as an afterthought, yet is as vital as fuel for any vehicle on a company’s road to success?

Communication 82

Communication Blog Leadership Airlines 82

Kapta Customer Success

SEPTEMBER 19, 2016

Regularly indulging in rich, high-quality blog content keeps you sharp and current on the latest trends that are transforming the way businesses handle Customer Success. Regularly indulging in rich, high-quality blog content keeps you sharp and current on the latest trends that are transforming the way businesses handle Customer Success.

Blog 45

Blog Customer Success Management Chief Customer Officer 45

Eptica

NOVEMBER 24, 2020

In our latest guest blog, noted CX expert Adrian Swinscoe explains that while empathy is seen as a ‘soft’ skill, becoming more empathetic is actually extremely hard work. Find out more by reading the full blog post on our parent company Enghouse Interactive’s website. Share this page on: Tweet.

Customer Service 114

Customer Service 2020 Customer Relationships Books 114