ShepHyken

AUGUST 17, 2021

The Uncommon Soft Skills That Make Up the Best Customer Service Representative. They discuss the three most uncommon soft skills that make up the best customer service reps: Creativity, Coordinating with others, and Cognitive Flexibility. Creativity, Coordinating and Cognitive Flexibility.

Customer Service Representative 102

Customer Service Representative Call Center 2017 Leadership 102

Magellan Solutions

JULY 4, 2021

Hiring Agents from Happy Customer Service Outsourcing Companies Will Bring Tremendous Advantage for Your Business. 56.14% of customers expect to talk to friendly customer service agents every time they call a business. It shows how quickly your agent can resolve customers’ issues.

Customer Service 52

Customer Service Call Center Contact Center Average Handle Time 52

Magellan Solutions

MARCH 9, 2021

Factors You Should Know About Customer Service Outsourcing. Customer service outsourcing is a strategy to improve customer retention. Top businesses succeed due to a lot of reasons and among them is good customer service. But how do we gauge that customer service plays a vital role in business?

Customer Service 52

Customer Service Call Center Customer Service Representative Average Handle Time 52

Magellan Solutions

APRIL 15, 2021

The Importance of Customer Service Outsourcing for SMEs. There are a lot of advantages when going for customer service outsourcing. They made a great fortune out of the contact support service. Unlike the Fortune 500, most of the SMEs don’t have the luxury to spend much for their customer service.

Customer Service 52

Customer Service Call Center Customers Loyalty 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

Magellan Solutions

APRIL 25, 2023

In that way, you’ll learn how to start customer care outsourcing services for SMEs. Start your partnership with us at Magellan Solutions by asking these important questions to help you make a more informed decision about outsourcing customer support service selection. Do I Need Domestic or Offshore Outsourcing?

Call Center 52

Call Center Poor Customer Service Customer Service Representative Customer Care 52

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

DECEMBER 10, 2019

Using AI to Guide Employees Toward Better Customer Care. They discuss the need for more awareness and empathy among customer service agents and how AI and technology can provide that. > When used correctly to support customer service representatives and call center agents, it can help humans be “more human.”.

Contact Center 105

Contact Center Customer Service Representative Call Center Technology 105

Kayako

MAY 13, 2022

Today’s customer expects efficient, seamless interactions with products, services, and customer service help across various devices. Fortunately, customers also like to help themselves. Are you ready to provide fast and responsive customer care? Discover Kayako Self Service.

White Paper 110

White Paper E Commerce E-support Customer Satisfaction 110

Magellan Solutions

MAY 17, 2018

We also know that exceptional communication translates to outstanding customer service. Believe it or not, customer service — excellent customer service — likewise involves using a few “magic phrases or words” to win clients’ hearts. So what can you say to warm your customers’ hearts?

Customer Service 61

Customer Service Call Center Customer Service Representative Contact Center 61

Comm100

AUGUST 24, 2016

The problem might be with the quality of your product/service. But it might be largely due to your customer care practices. Here’s how you can tell if your customer service, for lack of a better word, sucks. You rarely—or never—have repeat customers. Your customer care staff is bitter and unmotivated.

Customer Service 56

Customer Service Social Media Customer Service Representative Multi-Channel 56

Win the Customer

NOVEMBER 30, 2020

Being an exceptional customer service representative comes with specific requirements. One of them is understanding the effect of using service phrases. Your goal as a customer service employee is to hear problems and bring solutions. The customer cares about their problem and how it can be fixed.

Customer Service 52

Customer Service Customer Service Representative Exceptional Customer Service Customers 52

TechSee

DECEMBER 4, 2018

Our goal is to partner with innovative Tier-1 companies, by providing them with digital solutions that enable them to exceed their customers’ expectations. Vodafone Group plc is a multinational telecommunications conglomerate committed to customer service excellence. M annually.

Innovation 95

Innovation Telecommunications Customer Satisfaction Competitive Advantage 95

Interactions

APRIL 10, 2019

Unlike calling into a call center and spending the precious few minutes of your day listening to the on-hold music, chatbots let you engage with a brand at your own pace. Chatbots are good driving traffic to more mature channels of customer care. Chatbots fall short when answering complex customer care queries.

Customer Service Representative 48

Customer Service Representative Call Center Definition Customer Care 48

LiveChat

NOVEMBER 16, 2018

Research from American Express shows that 70% of customers are willing to pay a premium to do business with a company that offers great customer service. On the other hand, poor customer service can cost companies dear. So we agree that extraordinary customer service is expected, and not exceptional anymore.

Poor Customer Service 45

Poor Customer Service White Paper Call Center Customer Service Representative 45

NICE inContact

OCTOBER 3, 2016

In July of 2016, inContact conducted a survey of more than 500 Customer Service Representatives (CSRs) to gather insights about their workplace environment, motivators and challenges. This deep dive study provides a glimpse into working on the front lines of the customer service industry.

2012 82

2012 Customer Service Representative 2016 Contact Center 82

Ecrion

FEBRUARY 11, 2020

Why pay the high costs of having an entire team dedicated to customer support? You can use the automated tools available to you to make customer care easy. Cut extra expenses in your business and have better customer care. Using CCM tools with automation can improve the speed of your customer care.

Customer Care 57

Customer Care Communication Customer Service Representative Customer Satisfaction 57

Playvox

FEBRUARY 29, 2024

Unless you’ve been under a proverbial rock, you’ve heard and seen a massive amount of change in customer service — particularly in the past year. Many are pronouncing that there is no greater revolution in customer care than what’s happening right now. An IVR can save companies millions of dollars.

Customer Service 79

Customer Service Contact Center 2026 Call Center 79

Comm100

AUGUST 23, 2018

In other words, why invest in chasing after customer expectations when you could be shaping those expectations yourself? This blog post is not about the top customer service trends to watch out for in 2018. What we have compiled here is a list of today’s industry-leading customer service examples.

Exceptional Customer Service 40

Exceptional Customer Service 2018 Customer Service Hotels 40

Interactions

JANUARY 23, 2019

Communication Service Providers (CSPs) are at the bottom of customer care ratings every year. And it’s no secret why — customers are often very vocal about their displeasure. Needless to say, this makes it difficult for CSPs to retain agents as well as customers.

Wireless 48

Wireless Call Center Customer Service Representative Interaction 48

Magellan Solutions

MAY 8, 2021

We also ensure that web customers are being provided appropriate customer care services. Live chat allows customers to communicate with customer service representatives in real-time. Agents can read the text supplied by the customer. Boost your customer service team’s productivity.

Customer Service Representative 52

Customer Service Representative Travel Banking Connections 52

Team HGS

AUGUST 13, 2019

Does the brand team share the customer journey information with their call center and then share the outcome of the call back to the digital team? How do you build the employee experience that pays dividends for clients and their customers, as well? BPOs that asked, “why?”

Management 40

Management Average Handle Time Contact Center Employee Experience 40

Pointillist

APRIL 26, 2018

Around one in three respondents highlight a lack of single customer view and real-time customer insights as something holding them back from CX optimization , making it the most frequently experienced customer experience challenge. Use this information to seamlessly engage with each customer across touchpoints.

Customer Experience 72

Customer Experience Events Touchpoint Customer Journey 72

Help Scout

JUNE 22, 2021

Your customer experience is the main differentiator between you and your competitors, and all of the customer service statistics back it up. Below, we’ve collected 111 key statistics exploring the relevance and importance of good customer service — and expanding on the cost and impacts of poor customer service.

Customer Service 128

Customer Service Social Media Poor Customer Service Consumers 128

CSM Magazine

SEPTEMBER 21, 2021

Consider a scenario in which your customer care personnel are experienced yet exhausted. You know you want to customize each customer engagement, but finding the balance between successfully listening to consumers and keeping them going through the pipeline is increasingly challenging.

Customer Service 52

Customer Service Customer Care Sales Customers 52

Service Untitled

AUGUST 26, 2010

Service Untitled The blog about customer service and the customer service experience. This was an interview I was excited a lot about because I’ve written about American Express a number of times and in pretty much any customer satisfaction or customer service ranking, American Express makes the list.

Blog 42

Blog 2010 Customer Care 2006 42

LiveChat

FEBRUARY 15, 2019

Dishing out indifferent customer service. The very reason customers call on your helpline numbers is – duh – because they need help. When you present an already hassled customer with a customer care representative who couldn’t care less, where do you think that customer’s going to take their business?

Customer Service 34

Customer Service Customer Service Representative Customer Care Customers 34

CSM Magazine

SEPTEMBER 28, 2018

From October 1-5, thousands of organizations around the world will recognize Customer Service Week. It’s encouraging to see companies across all types of industries make an effort to celebrate their commitment to customer satisfaction. In many cases, Customer Service Week falls flat on strategy.

Connections 40

Connections Customer Service Sports Culture 40

TechSee

FEBRUARY 20, 2018

Customer self-service refers to customer-initiated interaction technologies that enable customers to access information and perform routine tasks without requiring the assistance of a live customer service representative.

Virtual Agent 132

Virtual Agent Contact Center Return on Investment Competitive Advantage 132

ShepHyken

MARCH 17, 2017

This week on our Friends on Friday guest blog post my colleague, Paul Comarto, writes about how the use of text messaging and live chat are influencing customer service. As companies are making an effort to provide better customer service, they must look at every option for their customers. – Shep Hyken.

Blog 92

Blog Customer Service Connections 2015 92

Comm100

SEPTEMBER 20, 2018

Customer care is an integral part of any successful business. After all, potential or loyal customers will often engage with customer care teams to inquire about a product or ask for help regarding specific issues that they may be facing. Chatbots are a great way to increase productivity of your customer service.

Technology 41

Technology Call Center Customer Care Download 41

Comm100

SEPTEMBER 20, 2018

Customer care is an integral part of any successful business. After all, potential or loyal customers will often engage with customer care teams to inquire about a product or ask for help regarding specific issues that they may be facing. Chatbots are a great way to increase productivity of your customer service.

Technology 40

Technology Call Center Customer Care Download 40

Pointillist

SEPTEMBER 26, 2018

But the majority are still not able to show how the customer experience metrics they collect directly impact business performance or how they are using them to improve customer experience. Yet at the end of the day, the act of capturing NPS alone will not magically solve your customer experience problems.

Metrics 65

Metrics Net Promoter Score Customer Experience NPS 65