CX Accelerator

NOVEMBER 7, 2023

Surely customer support could help me sort this out. By Jeremy Watkin and the CX Accelerator Community I’ve got a big trip coming up, and in preparation, I needed to check my flight itinerary so I could book a rental car and long-term airport parking. Nearing full-on panic, I was relieved to see that they had charged my credit card.

Customer Centricity 316

Customer Centricity Airlines Net Promoter Score Books 316

BlueOcean

MARCH 13, 2023

Talk of ChatGPT is everywhere from your LinkedIn feed to the evening news to, yes, this blog. Like most people in the customer care sector, we are diving deep into where ChatGPT fits, or might fit, into the contact center world. But with ChatGPT in the spotlight, we wanted to bring you a deeper dive into AI in the contact center.

Contact Center 156

Contact Center Customer Experience Average Handle Time Customer Care 156

Comm100

MAY 25, 2022

Ultimately, customer service and contact centers have not been immune to these changes. In this article, we’ll look at some of the new challenges that have emerged to impact contact centers. For contact centers, this means that outsourcing, IVRs, and seasonal hiring practices will have to change.

2022 52

2022 Blog Contact Center Customer Service 52

CX Accelerator

NOVEMBER 11, 2022

In this post, we want to delve into what those skills are and how we would prioritize each if we were building a CX team from the ground up. In this post, we want to delve into what those skills are and how we would prioritize each if we were building a CX team from the ground up. Customer Insights/Measurement/Analytics.

Customer Journey Mapping 307

Customer Journey Mapping Customer Journey Customer Centricity Customer Insights 307

ShepHyken

AUGUST 16, 2019

While there are plenty of things you can read and watch that might give you some tips and advice on how to communicate better, reading alone doesn’t cut it. This game helps strengthen listening and speaking skills and improves trust. This game helps strengthen listening and speaking skills and improves trust. Blindfolds ?

Communication 87

Communication Blog Books Article 87

ShepHyken

OCTOBER 25, 2019

This week we feature an article by Matthew Smollen who says e nsuring your clients have an amazing call center experience when interacting with your brand is one of the best ways to encourage repeat and referral business. This is multiplied in a contact center as often the customer experience is the main focus. So how can we do it?

Call Center 76

Call Center Leadership Blog Contact Center 76

Call Experts

APRIL 8, 2024

Streamline Operations and Never Miss Another Call with a Contact Center for Utilities. As a result, for those looking to ensure seamless operations and superior customer service, many companies are deciding to use a call center for utilities as it has proven itself to be quite a powerful tool.

Contact Center 52

Contact Center Multi-Channel Customer Service Call Center 52

ShepHyken

MAY 25, 2018

This week we feature an article by Matt Nolan who shares five keys to building more compelling, sustainable customer relationships. This not only saves relationships, it reduces call-center FTE costs, churn rates, and retention discounts, while increasing satisfaction and helping earn the right to cross-sell later on.

Customer Relationships 74

Customer Relationships Blog Call Center Presentation 74

ShepHyken

JANUARY 4, 2019

This week we feature an article by Anand Srinivasan who writes about how important it is to have a properly trained customer service team to ensure business success. – Shep Hyken. Repeat purchase is however driven by how happy the customer is after a transaction. Building an onboarding module.

Customer Service Training 79

Customer Service Training Blog Customer Service Article 79

ShepHyken

DECEMBER 28, 2018

This week we feature an article by Pradeep Rathinam who writes about how we must understand what the large population of millennials expect when it comes to customer service. – Shep Hyken. Notably, millennials like to do things a little differently from the generations of yore. But, believe it or not, this can actually serve companies well.

Blog 98

Blog Customer Service Fashion Social Media 98

ShepHyken

DECEMBER 20, 2019

Whether you oversee a large contact center or teams in various locations, creating a CX strategy that works will improve your bottom line. Whether you oversee a large contact center or teams in various locations, creating a CX strategy that works will improve your bottom line. Every business can benefit. The results are eye-opening. •

Blog 83

Blog Customer Experience Roadmap Financial 83

CX Accelerator

APRIL 1, 2022

I was in charge of a contact center a few jobs ago and we were having our second outage in as many days. Transparency from a company builds and maintains customer trust and can often help to weather the inevitable storms that will arise. I can remember it well. After service had been restored, I got a call from a customer.

Contact Center 266

Contact Center Communication Connections Customers 266

ClientSuccess

FEBRUARY 14, 2023

In this blog post, we’ll discuss how empathy can help businesses bridge the gap between customer satisfaction and meaningful engagement, plus tips to incorporate it into your strategy. Customers want to feel heard, understood, and supported – and empathy helps customer service teams meet those needs.

Customer Success 80

Customer Success Customer Journey Mapping Customer Confidence Blog 80

Call Experts

OCTOBER 5, 2023

Today, customer support plays a pivotal role in maintaining and growing a loyal customer base, enticing many companies to hire a contact center for their answering services. Ultimately, a well-managed contact center can be the lifeline of your customer service operations. However, not all contact centers are created equal.

Contact Center 105

Contact Center Call Center 2027 Customer Satisfaction 105

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. The right contact center technology for a SCV.

Blog 91

Blog Customer Service Contact Center Customers 91

Beyond Philosophy

AUGUST 25, 2022

So, how can you create a proactive experience in your organization? As Vasili Triant , Chief Operating Officer of UJet , explained on a recent podcast, many go-to-market activities can help in this effort. Triant thinks these types of customer service interactions help counteract the negative ones. Defining Proactive.

Contact Center 147

Contact Center Hotels Social Media Interaction 147

ShepHyken

DECEMBER 13, 2019

CX Network has comprised these checklists to help and advise telecoms firms on how to select the best CX vendors for their company and secure financial backing for their CX initiatives from stakeholders. The stance your business takes on CX will determine how you approach vendor selection. Map out your journey.

Blog 101

Blog Demo Competitive Advantage Insurance 101

Call Experts

APRIL 8, 2024

Today, customer support plays a pivotal role in maintaining and growing a loyal customer base, enticing many companies to hire a contact center for their answering services. Ultimately, a well-managed contact center can be the lifeline of your customer service operations. However, not all contact centers are created equal.

Contact Center 52

Contact Center Call Center 2027 Customer Satisfaction 52

BirdEye

FEBRUARY 13, 2024

This blog looks at how strategic chiropractor marketing can effectively address the issues of limited awareness, attract more patients, and build loyalty through reputation management. Attract new patients: With more chiropractors to choose from, marketing helps you stand out and draw in new patients.

Marketing 58

Marketing Social Media Healthcare Multi-Channel 58

SaleMove

JANUARY 20, 2021

In our previous blog in The Times They Are a-Changing: Talent in the Contact Center Series , we discussed how virtual agents, or bots, are transforming the contact center workplace, pushing live human agents to become strategic troubleshooting experts and managers to become agent coaches. But what about the bots?

Virtual Agent 98

Virtual Agent Contact Center Management Technology 98

Kustomer

SEPTEMBER 4, 2023

Truly successful contact center agents require more guidance than just initial onboarding and training. If managers can learn how to train well from the beginning and eventually shift to customer service coaching, then anxiously micromanaging employees can become a failed tactic of the past. What is Customer Service Coaching?

Customer Service 98

Customer Service Contact Center Feedback Call Center 98

Retently

JULY 28, 2023

How do you approach customer happiness in your company? Do you simply rely on the generic “the customer is always right” speech, or do you have a customer-centric culture in place that’s overseen by a professional who understands how customers think and feel, and who knows how to get that point of view across to other employees too?

Chief Customer Officer 141

Chief Customer Officer Customer Centricity Call Center Metrics 141

NICE inContact

DECEMBER 19, 2017

NICE inContact’s blog keeps you up to date on the hottest contact center trends – but with 3-4 posts a week, it may be hard to get to it all! I have put together a list of the “must reads” for 2017 leading into the new year that could help with your 2018 planning. Building a Better Agent Scorecard. Happy reading!

2018 48

2018 Blog 2017 Contact Center 48

ClientSuccess

JANUARY 3, 2023

Learn more about the power of building trust with your clients in this webinar. Learn more about the power of building trust with your clients in this webinar. This can help you create solutions that meet the needs of both potential and existing customers alike. Builds trust by asking powerful questions.

Net Promoter Score 81

Net Promoter Score Reference Loyalty Customer Confidence 81

Comm100

APRIL 2, 2024

The scores provide a snapshot of how satisfied your customers are with your products or services, indicating areas of success and those needing improvement. In this blog we will explore effective strategies and plans to improve your CSAT score, ensuring your business thrives by keeping your customers at the heart of what you do.

Customer Satisfaction 89

Customer Satisfaction Feedback Interaction Insights 89

BirdEye

APRIL 25, 2023

If so, we’ve got you covered with over 20 ideas on how to promote your business locally and make your brand the talk of the town. Publish a blog or newsletter 5. Become active partners in community activities FAQs about how to promote your business locally Conclusion on how to promote your business locally 1.

Seminar 98

Seminar Social Media Advertising Workshop 98

Lumoa

APRIL 28, 2024

Every interaction with your business has the power to build or damage the relationship with your customer – and can directly impact your revenue. If you’re reading this blog post, you are probably one of them. 78% of customers have backed out of a purchase due to a poor customer experience (CX).

Feedback 83

Feedback Multi-Channel Consulting Social Media 83

BirdEye

SEPTEMBER 29, 2023

It helps you define brand strategies , choose product development tools, and find the proper channels for your sales team to engage with your customers. The right buyer personas can help you become an efficient and smart business in your industry. This helps in designing better products and tailoring services accordingly.

Insurance 110

Insurance Social Media Multi-Channel Advertising 110

Call Experts

JANUARY 26, 2023

If you’re in the business of providing heating and cooling services, your best tool for success is the customer service agents who answer the phone from your HVAC call center. That’s where an HVAC call center can help. This blog will dive into why you need an HVAC call center. And how much does it cost?

Call Center 52

Call Center 2030 Contact Center 2022 52

ShepHyken

OCTOBER 21, 2022

She shares how customer experience is a valuable marketing strategy. Why Customer Experience Should Be the Center of Your Marketing Strategies . How To Infuse the Customer Into Your Marketing Strategies . Your blog, website, and sales deck are pieces of content your customers will read.

Marketing 72

Marketing Customer Experience Magazine Customer Centricity 72

Upstream Works

NOVEMBER 4, 2021

When it comes to adopting new technology, contact centers prefer easy transitions with minimal impact on continuity. This is fine for routine updates of existing technology, but this is not sufficient for legacy-based contact centers as they try to keep up with digital-first customers. Be ready to move on from point solutions.

Omnichannel 78

Omnichannel Contact Center Call Center Technology 78

Call Experts

JULY 27, 2023

A customer service call center serves as the backbone of a company’s customer service operations, providing a centralized hub where all customer inquiries, requests, and concerns are addressed efficiently and effectively. That’s where a customer service call center comes in. And high expectations from their customers.

Call Center 52

Call Center Customer Service E Commerce E-support 52

Customer Bliss

AUGUST 28, 2020

We’ve had discussions about their role in developing a customer experience strategy within their organization or for other organizations, and about how they’ve had to recently pivot in their jobs. So not just what we’re doing, but how we’re doing it. And how do we pivot towards the new future?

Roadmap 323

Roadmap Customer Journey Mapping Leadership Measurement 323

BirdEye

JANUARY 25, 2024

They build trust and help businesses understand what they’re doing right and where there’s room for improvement. In this post, we’ll cover how automating your review sharing can help you generate buzz for your brand across social networks. How does automated review sharing work? We’ll break it down by the numbers.

Social Media 110

Social Media Brands Multi-Channel Demo 110

Kayako

MAY 13, 2022

As e-commerce and demand for online help expands, companies have to meet and exceed new expectations to keep customers satisfied. Today’s customer expects efficient, seamless interactions with products, services, and customer service help across various devices. Fortunately, customers also like to help themselves.

White Paper 110

White Paper E Commerce E-support Customer Satisfaction 110

Comm100

MARCH 20, 2024

When done right, digital communication offers governments and agencies the opportunity to build, maintain, and restore trust. This blog explores the decline of public trust in government, backed by data from the U.S., Canada, and the UK, and offers insights into how digital communication can play a pivotal role in reversing this trend.

Government 75

Government Communication Social Media 2022 75

Customer Bliss

NOVEMBER 26, 2019

has a comic like this one to help illustrate the behaviors we must change as business leaders. #CX But sometimes when the focus is only on getting the job done, caring for the human at the center of it can get lost. In my Daily Dose video series, I explore the topics that chief customer officers must grapple with on a daily basis.

Hospitality 254

Hospitality Chief Customer Officer Hotels Healthcare 254