CX Accelerator

JANUARY 11, 2021

The all-too-sudden and tragic passing of former Zappos CEO, Tony Hsieh has sent a ripple through the business world, and the customer experience (CX) community is no exception. In the past, I’ve often chuckled upon reading about Zappos in a book or hearing the name mentioned in a keynote address as a model for customer-centricity.

Books 266

Books Return on Investment Magazine Culture 266

Experience Investigators by 360Connext

JULY 26, 2022

Customer experience leaders report that teamwork and cross-functional cooperation are some of the top drivers to achieving customer experience success. The more we treat CX as a team sport, the more likely it is for us to achieve meaningful outcomes for both our customers and our organizations. Challenge #1. Challenge #2.

Sports 143

Sports Customer Journey Mapping ROI Return on Investment 143

Experience Investigators by 360Connext

JANUARY 18, 2022

Why does Customer Experience Training Matter? It’s common for Customer Experience (CX) to be misunderstood as reactive customer service, support, or even ‘just being nice to customers.’ I like to define Customer Experience as: A mindset. The Common Method of Customer Experience Training.

Culture 378

Culture Customer Centricity Customer Journey Feedback 378

CX Accelerator

JANUARY 11, 2021

The all-too-sudden and tragic passing of former Zappos CEO, Tony Hsieh has sent a ripple through the business world, and the customer experience (CX) community is no exception. In the past, I’ve often chuckled upon reading about Zappos in a book or hearing the name mentioned in a keynote address as a model for customer-centricity.

Books 182

Books Return on Investment Magazine Culture 182

TechSee

OCTOBER 2, 2023

In the world of customer loyalty, service is the currency paid. It’s a fundamental truth backed by decades of research – when mistakes happen, customers expect service providers to step up and help them make the most of their offerings. Her infectious humor and storytelling are legendary among our colleagues.

Loyalty 124

Loyalty Customer Service Hospitality Customers 124

Playvox

MARCH 12, 2024

Think about the last time you reached out to a contact center for one of the services or products that you purchased. Agent motivation in a call center is crucial for driving employee engagement, enhancing customer satisfaction, and increasing overall performance. That’s equal to 9% of global GDP.

Contact Center 78

Contact Center Call Center Feedback Engagement 78

Experience Investigators by 360Connext

APRIL 7, 2020

It’s probably safe to say that few of our organizations, no matter how well-meaning, eased perfectly into these new routines of working from home and distancing ourselves physically from our workplaces, our colleagues, our teams and our customers. Share that motivation with the team and do so on a regular basis.

Customer Centricity 178

Customer Centricity Culture Customer Journey Mapping Customer Journey 178

Team Support

DECEMBER 20, 2023

Maybe you had a banner year—or maybe you’re celebrating just getting through turbulent times. Either way, before you pop that bottle of champagne, it’s time to start thinking about New Year’s resolutions for your customer support team. Bottom line: Know your customer better than they know themselves.

2024 108

2024 Omnichannel Social Media 2023 108

ShepHyken

OCTOBER 22, 2021

He shares six ways companies and their brands can deliver an exceptional customer experience. Companies and their brands are no longer built through advertising but through experiences, and these experiences are customer-driven.? Here are six ways you can deliver an exceptional customer experience. . Know Your Customer Avatar.

Customer Experience 144

Customer Experience Management Return on Investment Banking 144

CSM Magazine

SEPTEMBER 26, 2023

based outsourcing and co-sourcing provider, is thrilled to announce its recognition at the Society of Consumer Affairs Professionals (SOCAP) Impact Awards Gala. Premier BPO’s team was honored with two awards: The SOCAP Customer Service Star and the SOCAP Supreme Trainer. Premier BPO, a U.S.-based

2007 59

2007 2003 Presentation Innovation 59

TechSee

APRIL 24, 2023

Last week we hosted our quarterly Customer Advisory Board. One of the most common concerns raised by multiple enterprise executives was the impact of economic uncertainty on their service organizations. Below are five best practices that will help you enhance agent adoption and improve your service efficiency.

Average Handle Time 109

Average Handle Time Culture Customer Satisfaction Technology 109

Kustomer

OCTOBER 28, 2021

Listen and subscribe to our podcast: In this episode of the Customer Service Secrets Podcast, Gabe Larsen is joined by Phil Irvine. In this episode of the Customer Service Secrets Podcast, Gabe Larsen is joined by two other CX pros at Kustomer – Gordana and Chad. Let’s Hear it for Customer Service Week!

Customer Service 98

Customer Service Customers Interaction Culture 98

Team Support

OCTOBER 5, 2020

Congress declared the first full week in October “ National Customer Service Week.” It is now an event celebrated worldwide. It is a week many companies use to say thanks, encourage, express gratitude, and show their appreciation for their customer service employees. As many companies are aware, in 1992 the U.S.

Customer Service 101

Customer Service B2C Social Media B2B 101

Comm100

APRIL 22, 2024

The productivity of your customer service agents directly impacts your company’s success. Enhanced agent productivity not only accelerates response times but also elevates the overall quality of service. This can directly lead to improved customer satisfaction, increased sales, and more repeat business.

Omnichannel 53

Omnichannel Social Media Customer Satisfaction Culture 53

Help Scout

APRIL 29, 2021

Your customer service culture is not what your fancy “Customer Guarantee” promises, and it’s not whatever you say it is in your new employee handbook. It’s worth noting that companies with any of these primary cultures can still deliver good customer service experiences.

Culture 139

Culture Customer Service Customer Centricity Chief Customer Officer 139

Kustomer

DECEMBER 28, 2023

The AI/CX Virtual Summit 2023 , hosted by Kustomer on December 12th, marked a significant event for customer experience (CX) professionals and enthusiasts. Below are 5 key learnings for any customer experience or customer support professional taken from the 29 sessions during the event. 5 Key Learnings 1.

2023 52

2023 2024 Events Touchpoint 52

Experience Investigators by 360Connext

FEBRUARY 23, 2021

Customer experience is not a fad or a trend or a buzzy phrase. That’s why the foundational work of defining CX at your organization, through a CX Mission Statement and CX Success Statement , are so critically important to accomplishing real change and delivering on real outcomes through customer experience. Start with the why.

Communication 178

Communication Customer Experience Customer Journey Mapping Net Promoter Score 178

CX Accelerator

JULY 1, 2020

Business leaders will benefit from reflecting on how these changes – shutdowns, communication changes, and working from home – have impacted their relationships with their consumers and consider how this season has improved or harmed business continuity. Now: I order online through a delivery service or schedule a pick-up.

Contact Center 266

Contact Center 2022 Call Center Roadmap 266

Daniel Group

JULY 1, 2023

Welcome to Success Strategies | July 2023 Are You Losing Customers and Hurting Your Brand Because of Poor CX? Is poor CX causing customer loss and brand damage? In today’s competitive business landscape, customer experience (CX) plays a pivotal role in shaping brand perception and customer loyalty.

Brands 52

Brands 2023 B2B Touchpoint 52

Magellan Solutions

APRIL 17, 2024

With this, there’s a pressing need to streamline and automate data entry processes that consume valuable selling time; this is where automating CRM data entry services comes in. Keep reading to learn more about automating CRM data entry services and boosting sales. Here’s how it can truly impact your sales performance: 1.

Sales 52

Sales Customer Relationships Social Media Call Center 52

Playvox

JANUARY 30, 2024

There’s more to engaging, motivating, and empowering employees than simply giving lip service with buzzwords like “you’ve got this,” “quick win,” and “continuous improvement.” Highly engaged teams outperform the rest in business outcomes critical to your organization’s success. Yet managers continue to fall short. What is Gamification?

Contact Center 79

Contact Center Feedback Culture Engagement 79

SurveySensum

JANUARY 11, 2024

Have you ever wondered why some businesses just seem to ‘get it right’ when it comes to customer satisfaction ? It’s like they have a secret recipe for making customers happy. Here’s a startling fact: according to Forbes, organizations with highly engaged teams realize a 21% greater profitability.

Demo 52

Demo E-support Culture Feedback 52

COPC

JANUARY 15, 2024

This initial phase lays the foundation for a new employee’s lasting success, shaping their perception of the company and team. The first 90 days set the tone for the new hire’s relationship with the company, manager, and team. 

Contact Center 79

Contact Center Call Center 2023 Engagement 79

Happy or Not

DECEMBER 27, 2023

To truly understand customer satisfaction, it’s crucial to have a strategic approach that enables you to gain insight into their experiences. Measuring customer sentiment and providing detailed insights into specific data that shape these sentiments is essential in today’s highly competitive market.

Customer Satisfaction 36

Customer Satisfaction Transportation Feedback Loyalty 36

Retently

MARCH 5, 2024

Acknowledging your customers with a “Thank you for your feedback” is more than good manners; it’s crucial for building lasting relationships. But how do you respond in a way that’s both genuine and impactful? This small act can transform a casual customer into a loyal advocate, amplifying the positive perception of your business.

Feedback 155

Feedback Social Media Customer Satisfaction Loyalty 155

customer sure

NOVEMBER 27, 2023

We’re delighted to announce that CustomerSure has been named as a finalist in the Trusted Quality Provider category at the Institute of Customer Service ‘UK Customer Satisfaction Awards’ for 2024.

Customer Satisfaction 62

Customer Satisfaction 2024 Healthcare 2010 62

Playvox

FEBRUARY 20, 2024

However, managing remote teams effectively comes with its own set of challenges. The concept of remote teams and remote work has gained popularity for several reasons. While there are many benefits of remote teams, managing remote teams effectively comes with its own set of challenges.

Management 88

Management Contact Center Communication Feedback 88

BlueOcean

DECEMBER 16, 2019

While so many of us are off celebrating the festive season for days at a time, there are scores of people on the frontlines working to keep everything running smoothly in industries ranging from health care, to transportation, to broadcasting to, yes, customer care. at Blue Ocean. Constant and Effective Communication.

Contact Center 156

Contact Center Transportation 2014 2020 156

BlueOcean

OCTOBER 6, 2020

For clients with complex care scenarios – whether that is enterprise customer success management or providing critical support direct to consumers – change is never taken lightly. Sometimes the leadership team shifts, with people moving on to other opportunities or new leaders entering the mix and shaking things up.

Customer Care 156

Customer Care Contact Center Net Promoter Score Metrics 156

Stella Connect

NOVEMBER 4, 2021

Customer service is only successful with a lineup of agents who feel motivated and engaged — use employee recognition program examples to understand how you can appreciate your customer service team for its efforts. If it’s not already clear, customer service directly impacts revenue.

Call Center 91

Call Center Effort Score Feedback Financial 91

BlueOcean

JULY 3, 2019

A low unemployment rate is cause for celebration. But there’s a hitch for folks who are tasked with hiring, especially those hiring for contact center teams: when more people are working, there are fewer active job seekers. It means people are working, paying taxes, and bringing home the bacon. For larger companies, that rate is 67%.

Contact Center 159

Contact Center Customer Service 2008 Call Center 159

Win the Customer

SEPTEMBER 11, 2023

Delivering an exceptional customer experience (CX) isn’t just a nice-to-have—it’s a strategic imperative. In this blog post, we’ll delve into the crucial Key Performance Indicators (KPIs) that define CX success and show you how to leverage them for maximum impact. This is where CX metrics for success come into play.

Metrics 59

Metrics Customer Experience Net Promoter Score Touchpoint 59

Happy or Not

SEPTEMBER 1, 2023

The following months will test the work brands had put in during the first half of the year, filled with opportunities to impact shoppers and make them come back for more. Their assistance creates memorable shopping experiences that align with the spirit of the holidays and generates positive customer feedback.

Retail 36

Retail Loyalty Programs Sales Loyalty 36

SurveySparrow

AUGUST 25, 2023

Have you ever wondered why customer experience is hailed as the cornerstone of business success in today’s fiercely competitive market? A PwC survey indicates that 73% of consumers consider customer experience to be very important when making purchases. By paying attention to what they need, your customers will feel valued.

Customer Experience 52

Customer Experience Social Media Feedback Customer Centricity 52

Playvox

JULY 14, 2023

Providing an ever-improving customer experience while boosting contact center agent productivity is paramount for your business. The quality of customer service and support can also have an impact on the productivity of a contact center. During the best of economic times, it’s a smart business practice.

Contact Center 74

Contact Center Measurement Call Center Average Handle Time 74

CSM Magazine

APRIL 13, 2023

Excellent customer service is the backbone of any successful business, and it relies on a team of motivated, engaged, and well-coordinated professionals. Team bonding is essential to building a high-performing customer service team.

Customer Service 52

Customer Service Engagement Workshop Events 52

ShepHyken

OCTOBER 11, 2022

How Happy Employees Translate Into Happier Customers. Shep Hyken interviews Temy Mancusi-Ungaro, Chief Executive Officer of Reachdesk , a global data-driven gifting platform that helps teams send gifts at a large scale and measure their impact. The more I invested in my employees, the better my customer service becomes.”

Connections 72

Connections Employee Experience Measurement Customer Service 72