Think Customers

NOVEMBER 11, 2019

Contact centers are undergoing a digital transformation that reimagines customer engagement—but don’t count humans out. At ICMI Contact Center Connections , industry experts laid out the many ways that digital technology augments, rather than replaces, human associates. An IVR evolution. An IVR evolution.

Contact Center 40

Contact Center E-support Competitive Advantage 2020 40

Brad Cleveland Blog

JULY 8, 2021

When developing a customer service strategy, the final step is to innovate and align. How do you keep day-to-day operations and every decision aligned with your customer service vision? Where are the opportunities to get even better?

Customer Relationships 32

Customer Relationships Innovation Customer Service Strategies Customers 32

NICE inContact

SEPTEMBER 25, 2019

Agility and ease are key concepts in digital customer service , regardless of your industry or the size of your business. We recently collaborated with T-Mobile, one of our clients, to learn more about how they offer better, more efficient digital customer service. Here’s what we found out. Unify channels.

Customer Service 55

Customer Service Social Media Contact Center Innovation 55

Brad Cleveland Blog

JULY 8, 2021

When developing a customer service strategy, the final step is to innovate and align. How do you keep day-to-day operations and every decision aligned with your customer service vision? Where are the opportunities to get even better?

Customer Relationships 26

Customer Relationships Innovation Customer Service Strategies Customers 26

Myra Golden

APRIL 11, 2023

A whopping one-third of contact centers have laid off employees in the last 12 months, reducing their headcount by about 33%. Despite fewer resources and fewer employees, contact centers are expected to achieve the same or better results. My Customer Service Master Class might be a good fit for training on soft skills.

Contact Center 52

Contact Center Average Handle Time Exceptional Customer Service Webinar 52

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. Customer service needs customer data.

Blog 92

Blog Customer Service Contact Center Customers 92

ShepHyken

MARCH 5, 2018

Each week I read a number of customer service and customer experience articles from various resources. What’s the Difference Between Customer Satisfaction and Customer Loyalty? HubSpot) Customer satisfaction is a measurement of a customer’s attitude toward a product, a service, or a brand.

Article 81

Article 2018 Customer Service Loyalty Programs 81

Integrity Solutions

SEPTEMBER 28, 2023

It’s easy to say that we put the customer first, but what does that actually look like in practice? In the past, customer service centers were viewed as cost centers or expenses. Today, the organizations that are delivering a superior customer experience are proving just how outdated that perspective is.

Customer Service Training 110

Customer Service Training Customer Service Contact Center Culture 110

Lumoa

FEBRUARY 7, 2023

With all relationships, taking the time to listen is crucial to its success. Nowhere is this more true than with customer relationships. 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. But listening isn’t always that easy.

Customer Centricity 169

Customer Centricity Voice of Customer Social Media NPS 169

Bold360

JANUARY 25, 2018

Most businesses know that a surefire way to be a market differentiator is to provide excellent customer service. One the flip side, a report by Ovum found that 82% of consumers will stop doing business with a company after just one bad customer service experience. The solution? Simplify by clearing the clutter!

Customer Service 40

Customer Service Contact Center Social Media Loyalty 40

Magellan Solutions

AUGUST 23, 2021

What is Autonomous Omnichannel Services? An omnichannel contact center is a customer service strategy that allows customers to communicate with businesses via their preferred method of communication. The use of an omnichannel contact center is beneficial to both businesses and customers.

Omnichannel 52

Omnichannel Call Center Contact Center 2013 52

Brad Cleveland Blog

APRIL 3, 2024

Understanding what customers want is essential to building an effective customer service strategy. In turn, effective strategy will help you meet or exceed those expectations. Customer expectations evolve and sometimes that happens very quickly.

Customer Service Strategies 51

Customer Service Strategies Customer Expectations Customers Customer Service 51

Brad Cleveland Blog

APRIL 3, 2024

Understanding what customers want is essential to building an effective customer service strategy. In turn, effective strategy will help you meet or exceed those expectations. Customer expectations evolve and sometimes that happens very quickly.

Customer Service Strategies 26

Customer Service Strategies Customer Expectations Customers Customer Service 26

Playvox

MAY 4, 2023

It’s simple: fantastic customer service. It’s no secret that stellar customer service is the first step to customer loyalty, but you’re not dealing with a couple of people meandering through a fruit store. What Is A Digital Contact Center? Is your contact center omnichannel?

Contact Center 52

Contact Center Customer Expectations Omnichannel Average Handle Time 52

Brad Cleveland Blog

MARCH 6, 2013

Where are organizations in providing mobile customer service? According to a recent ICMI (International Customer Management Institute) study of contact center professionals, only 25% of companies currently have a mobile customer service strategy in place, while 33% are in the planning stages.

Mobile Customer Service 20

Mobile Customer Service Customer Service Contact Center Customer Service Strategies 20

Brad Cleveland Blog

MARCH 6, 2013

Where are organizations in providing mobile customer service? According to a recent ICMI (International Customer Management Institute) study of contact center professionals, only 25% of companies currently have a mobile customer service strategy in place, while 33% are in the planning stages.

Mobile Customer Service 20

Mobile Customer Service Customer Service Contact Center Customer Service Strategies 20

Think Customers

OCTOBER 28, 2020

Prioritize the customer experience by automating redundant tasks with AI-powered bots to allow agents to focus on complex issues and build customer relationships. Programing bots to collect basic information from customers to share with the associate also helps deliver faster and better support, with less effort.

Financial 52

Financial Insurance Banking 2013 52

Talkdesk

AUGUST 9, 2016

Self-service customer support has been a major part of the recent transformation of the company-customer relationship. The modern customer expects a personalized experience when they reach out to businesses. For this reason, many forward-thinking businesses are investing in omnichannel customer service strategies.

Omnichannel 40

Omnichannel B2C Customer Service Representative Contact Center 40

Brad Cleveland Blog

MAY 26, 2022

When developing an effective customer service strategy, you will need to include how to build the right skills, knowledge, and leaders. I’ve found in many cases those working on strategy will either under or overestimate the level of effort required by the people step.

Customer Service Strategies 26

Customer Service Strategies Customer Service Contact Center Call Center 26

Brad Cleveland Blog

MAY 26, 2022

When developing an effective customer service strategy, you will need to include how to build the right skills, knowledge, and leaders.

Customer Service Strategies 26

Customer Service Strategies Customer Service Contact Center Call Center 26

Think Customers

OCTOBER 11, 2021

The contact center industry is driven by customer experiences that are easy, difficult, joyful, stressful and everything in between. It’s incredibly important to take these everyday interactions from associates and customers and quantify them in a tangible way. Be agile when uncovering reasons for customer churn.

Contact Center 52

Contact Center NPS Metrics Net Promoter Score 52

Tricia Morris

JANUARY 29, 2016

Of course I am referring to their expertise and engagement with the game Minecraft – a game that, once you overcome the lack of impressive graphics and a tad bit of motion sickness, will teach you all you need to know about the most disruptive and transformative shift of control in managing, maintaining, and maturing customer relationships, ever.

Customer Engagement 71

Customer Engagement Engagement Travel Advertising 71

Storyminers

JULY 6, 2020

We’re honored to be honored for our work alongside so many of our customer service and customer experience colleagues. This is especially true in the customer service industry. Customer Experience (CX) has catapulted into one of the most important aspects of determining business success. Adam Toporek.

Customer Service 59

Customer Service Customer Experience Magazine Books 59

Storyminers

JULY 6, 2020

We’re honored to be honored for our work alongside so many of our customer service and customer experience colleagues. This is especially true in the customer service industry. Customer Experience (CX) has catapulted into one of the most important aspects of determining business success. Adam Toporek.

Customer Service 52

Customer Service Customer Experience Magazine Books 52

Brad Cleveland Blog

AUGUST 9, 2013

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Customer Relationships 20

Customer Relationships Customers Call Center Contact Center 20

Brad Cleveland Blog

AUGUST 9, 2013

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Customer Relationships 20

Customer Relationships Customers Call Center Contact Center 20

Kustomer

OCTOBER 25, 2022

Consumers expect to be able to contact your brand anywhere, anytime. In fact, Kustomer research revealed 83% of consumers think they should be able to contact customer service on any channel they want. But true omnichannel support is more than simply communicating with customers on every channel.

Omnichannel 98

Omnichannel Social Media Customer Centricity Customer Service Strategies 98

Brad Cleveland Blog

JUNE 15, 2012

In this podcast, Brad shares his reasons for believing it’s a new era in customer service. In this podcast, Brad shares his reasons for believing it’s a new era in customer service.

Customer Service 20

Customer Service Customers Contact Center Call Center 20

Brad Cleveland Blog

JUNE 15, 2012

In this podcast, Brad shares his reasons for believing it’s a new era in customer service. In this podcast, Brad shares his reasons for believing it's a new era in customer service.

Customer Service 20

Customer Service Customers Contact Center Call Center 20

Brad Cleveland Blog

OCTOBER 9, 2012

Brad identifies what leaders should know about contact centers, and provides tips for acquiring this understanding. Brad identifies what leaders should know about contact centers, and provides tips for acquiring this understanding.

Call Center 20

Call Center Contact Center Customer Service Strategies Customer Relationships 20

Brad Cleveland Blog

OCTOBER 9, 2012

Brad identifies what leaders should know about contact centers, and provides tips for acquiring this understanding. Brad identifies what leaders should know about contact centers, and provides tips for acquiring this understanding.

Call Center 20

Call Center Contact Center Customer Service Strategies Customer Relationships 20

ShepHyken

JANUARY 20, 2017

Consumers today expect to receive high-quality service when doing business with various brands, so meeting their customer needs should be one of your top priorities. How exactly can good customer service improve your business? You can effectively accomplish that by integrating your knowledge base with live chat software.

Blog 86

Blog Contact Center Communication Brands 86

Brad Cleveland Blog

JUNE 7, 2013

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Customer Service 20

Customer Service Customers Call Center Contact Center 20

Brad Cleveland Blog

JUNE 7, 2013

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Customer Service 20

Customer Service Customers Call Center Contact Center 20

Brad Cleveland Blog

JULY 1, 2012

Brad discusses steps you can take to ensure that your customers understand the access alternatives available to them. Brad discusses steps you can take to ensure that your customers understand the access alternatives available to them.

Customers 20

Customers Call Center Contact Center Customer Service Strategies 20

Brad Cleveland Blog

JULY 1, 2012

Brad discusses steps you can take to ensure that your customers understand the access alternatives available to them. Brad discusses steps you can take to ensure that your customers understand the access alternatives available to them.

Customers 20

Customers Call Center Contact Center Customer Service Strategies 20

Brad Cleveland Blog

JUNE 23, 2012

Brad tells the story of how he got started and how important his mentors were to him. “So many people come from so many different backgrounds” in this profession. Brad tells the story of how he got started and how important his mentors were to him. “So So many people come from so many different backgrounds” in this profession.

Contact Center 20

Contact Center Call Center Customer Service Strategies Customer Relationships 20