ViiBE Blog

JANUARY 19, 2022

While customer service executives continue to work remotely, certain challenges have propped up in recent times and have impacted the Net Promoter Scores of many brands. Download now 2. Lack of support A customer service personnel is not alone when it comes to handling customer queries, and it should not be that way either.

Customer Service 52

Customer Service Net Promoter Score E-support 2021 52

Quadient

JULY 26, 2022

It’s crucial to support as many communication channels as you can effectively manage to ensure that you’re communicating with your customers on their preferred channels. A higher customer satisfaction index leads to a greater likelihood of customer advocacy and willingness to share that experience with others: . ?.

Communication 52

Communication 2022 Social Media Omnichannel 52

ViiBE Blog

JUNE 3, 2021

Customer-service facing use cases differ in needs from remote virtual inspection or quality control. CRM software like Zendesk is an often used tool for customer service. ViiBE is a download-free video call software that was designed from the ground up for business. What is a CRM ticketing system? Contact us!

Download 52

Download Connections Customer Service Representative Call Center 52

Playvox

JULY 14, 2023

Contact Center Agent Productivity Defined Call center agent productivity is based on the efficiency and effectiveness with which your agents handle customer interactions, such as incoming calls, emails, chats, and social interactions. Want to learn more about measuring and boosting contact center agent productivity?

Contact Center 74

Contact Center Measurement Call Center Average Handle Time 74

Quadient

JULY 25, 2022

It enables businesses to gain insights to help them focus on what matters most to their customers. A deep understanding of customer behaviors and pain points enables team members, such as customer service representatives, to respond to customer feedback and facilitates collaboration in service of the customer.

Customer Journey 52

Customer Journey Customer Journey Mapping Touchpoint Multi-Channel 52

Comm100

JANUARY 11, 2018

Here is a list of sample questions you can use to get the opinions of your customers. The sample questions contain a general question to assess customer satisfaction, as well as questions assessing the knowledge, speed and manner of the interaction. The customer service representative was knowledgeable and well trained.

Call Center 41

Call Center Customer Satisfaction Customer Service Representative Feedback 41

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

Wootric

SEPTEMBER 2, 2020

From start to finish every interaction was seamless. Finding the product or service was effortless, the download or purchase process was simple, you quickly received the product, the user experience was intuitive, and it was easy to get answers to any questions you had.

Net Promoter Score 59

Net Promoter Score Customer Centricity Reference Roadmap 59

Hallmark Business Connections

NOVEMBER 16, 2020

When they contact your customer service representatives, then, they want more than a helping hand — they need compassion and empathy, as well as genuine engagement. A customer engagement tool kit overlaid on top of those processes can help promote loyalty, repeat business, and terrific online reviews.

2021 62

2021 Customer Experience Banking Hotels 62

Comm100

AUGUST 24, 2016

Anyone who’s worked in customer service has experienced the rampaging fury of a dissatisfied customer. If left unchecked, agents experiencing the brunt end of such interactions can start dwelling on them, leaving them less motivated, or worse, angry. Don’t leave your customers feeling manipulated.

Customer Service 56

Customer Service Social Media Customer Service Representative Multi-Channel 56

NICE inContact

OCTOBER 5, 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.

Telecommunications 74

Telecommunications Financial Customer Service Representative 2016 74

Clarabridge

APRIL 11, 2017

While only 15% of agents report that they don’t receive adequate training when it comes to handling customer requests, we believe this number that is still far too high. One bad customer interaction can have even the most loyal customer turning to a competitor. Examining Both Sides of the Call Center Interaction.”.

Contact Center 77

Contact Center Call Center Social Media Customer Service Representative 77

Service Untitled

AUGUST 5, 2010

Home About Service Untitled Subscribe for Free Consulting Contact Archives Working on customer service skills Cheryl August 05, 2010 Customer Service Experience , Hiring & Training , Little Things, Big Differences No Comments When a customer service representative delivers great customer service, there is less stress and less hassle.

Blog 41

Blog Customer Service Representative Customer Service 2010 41

Call Experts

SEPTEMBER 22, 2022

You might also consider whether refunds are available for digital content, such as ebooks or music downloads. The purpose of creating FAQs is to give customers easy access to the information they need. Our solutions streamline caller interactions by optimizing customer service and providing real-time notification systems.

Customer Service 52

Customer Service Call Center Social Media Customers 52

ProProfs Chat

SEPTEMBER 28, 2018

Is C-3PO going to be able to upsell a customer on another product/service your company makes because of his positive interactions with them? Customers are growing savvier and can detect a chatbot almost in seconds. It will help you connect more with customers. Definitely not. It will increase sales conversion.

B2B 106

B2B Consumers Communication Sales 106

Kayako

APRIL 28, 2016

This workflow can be followed by any customer service representative handling live chats, representing any type of organization. Download a printable version of the workflow, or read on for the step-by-step guidelines to live chat. Step 1 : Be quick to accept the chat. Don’t want to bookmark this page?

Customer Experience 77

Customer Experience Download Customers Social Media 77

Kayako

SEPTEMBER 22, 2015

Whether you’re a business, duo or solo-entrepreneur there comes a point in your company where customer interactions will be constant and time consuming. If your business is growing, imagine your customer response rate increasing 10% per week! Download it now. You could find yourself working 9-5 responding to email.

Customer Service Representative 90

Customer Service Representative Customers Interaction Download 90

Tricia Morris

JANUARY 4, 2016

The organizations that understand this are effectively blending service models (remote, self-service , assisted service) models to ensure that customers have to expend the least amount of effort when there is no human contact required, and subsequently, receive the best amount of guidance when human interaction is needed.”.

2016 58

2016 Customer Service Chief Customer Officer 2010 58

Comm100

JANUARY 19, 2017

According to Ruby Newell-Legner’s book, Understanding Customers, “It takes 12 positive experiences to make up for one unresolved negative experience”. When our customers are unsatisfied with an interaction with or a purchase from our company, the best thing that we can do is apologize to them. Customer Service Representative.

Workshop 87

Workshop Customer Service Representative Events 2018 87

Playvox

FEBRUARY 29, 2024

If you’ve been around for a bit, this isn’t the first time that you’ve heard everyone from analysts to industry insiders proclaim that soon we will replace the humans who are on the frontline of customer relationships. Conversational AI makes agents more efficient and effective, while also improving the customer experience.”

Customer Service 79

Customer Service Contact Center 2026 Call Center 79

Comm100

JANUARY 19, 2017

According to Ruby Newell-Legner’s book, Understanding Customers, “It takes 12 positive experiences to make up for one unresolved negative experience”. When our customers are unsatisfied with an interaction with or a purchase from our company, the best thing that we can do is apologize to them. Customer Service Representative.

Workshop 80

Workshop Customer Service Representative Events 2018 80

SuiteCX

MARCH 2, 2015

About to bang my head on the wall to the beat of the hold music after 10 more minutes, another person comes on to say – you guessed it – I need to go online to download an obscure form, fill it in and fax it (who faxes anymore?) Turn your winback effort into a positive interaction and earn yourself some good karma.

Sports 56

Sports Reference Customer Service Representative Insurance 56

Comm100

OCTOBER 27, 2016

In this post, we’ll explore what different experts have to say on managing customer expectations so that you can create loyal customers for life—the kind that can’t stop recommending you to all their family and friends. Understanding Your Customer’s Expectations. For this reason, it’s important to keep service consistent.

Customer Expectations 64

Customer Expectations Management Social Media Download 64

Service Untitled

SEPTEMBER 9, 2010

Home About Service Untitled Subscribe for Free Consulting Contact Archives Help your customer service staff to help your business succeed Cheryl September 09, 2010 Behind the Scenes , Customer Service , Hiring & Training 1 Comment I was pulling into my office this morning when I heard a Zappos commercial on the radio.

Blog 44

Blog Customer Service Customer Service Representative 2010 44

Service Untitled

APRIL 8, 2010

Home About Service Untitled Subscribe for Free Consulting Contact Archives Help customer focus with the right attitude Cheryl April 08, 2010 Behind the Scenes , Employees , Hiring & Training 1 Comment There are a number of factors that significantly affect how well a customer service representative is able to identify and help customers.

Customer Focused 41

Customer Focused Blog Customer Service Representative 2010 41

Comm100

APRIL 8, 2016

When you develop your customer service plan, remember that the trendiest thing isn’t always the best for your company. According to research by Forrester “US online adults who want to stay in touch with your brand are almost twice as likely to sign up for your emails as to interact with you on Facebook.”

Customer Service 42

Customer Service Social Media White Paper Call Center 42

Service Untitled

JUNE 30, 2010

Offer role-playing, mentoring and carefully select those employees who can resolve, address and deal with customers in a positive manner. When you enter the world of social media, service or product problems can immediately become public discussions. You can follow any responses to this entry through the RSS 2.0

Blog 40

Blog Social Media Customer Service 2010 40

GetFeedback

DECEMBER 21, 2018

US auto insurance carriers that have provided customers with consistently best-in-class experiences have generated two to four times more growth in new business and about 30% higher profitability than their counterparts with an inconsistent customer focus. consumers say customer experience at most companies needs Improvement. (

Customer Retention 390

Customer Retention Net Promoter Score Poor Customer Service B2B 390

LiveChat

JUNE 15, 2015

What makes great customer service? Is it the customer-centric attitude? Is it about changing bad customer experience into a good one? Or maybe it all comes down to motivating and training customer service representatives? Is it only for business owners or is it also for customer service agents?

Books 70

Books Retail Customer Centricity Customer Service 70

Comm100

JANUARY 5, 2017

Customer Service Representative. If you explain how your policies benefit your customer and not just your business, then your customer will be more receptive and understanding of your reasons for telling them no. This is so that we can make sure that all our customers receive their prints in a timely manner.

White Paper 42

White Paper Social Media Download Customer Service Representative 42

Service Untitled

OCTOBER 25, 2010

Now we have progressed to a Social Customer Relationship Management (Social CRM) which takes us from the original CRM and now adds new communication channels via the social web to concentrate on better customer relationships.

Blog 44

Blog Social Media 2010 Customer Relationship Management 44

Service Untitled

OCTOBER 6, 2010

Home About Service Untitled Subscribe for Free Consulting Contact Archives Attitude makes the difference in customer service Cheryl October 06, 2010 Culture , Customer Service , Customer Service Experience No Comments Let’s assume that customer service agents interacting with consumers know to act promptly and politely.

Blog 43

Blog 2010 2006 Customer Service Representative 43

Kustomer

JUNE 7, 2023

Customer experience is inclusive of any aspect of a business that affects how a customer feels. Customer experience prioritizes the relationship with the customer, regardless of length of interaction, or past or prospective purchases. However, the average response time for customer support teams is over 12 hours.

Customer Experience 84

Customer Experience E Commerce E-support 2022 84

ViiBE Blog

AUGUST 11, 2021

Similarly, a large company with many customers will require greater resources than a smaller one. Call centers were the predecessor to contact centers. Customers called a number and were routed to a customer service representative. Today, customers want more options than simply calling a phone number.

Contact Center 52

Contact Center Call Center Omnichannel Net Promoter Score 52

Playvox

OCTOBER 12, 2022

Be patient and provide support for success with their customer interactions. For most agents in contact center environments, remote customer service center work is going well. It allows them to deliver a consistent, elevated customer experience. Download your copy here.

Contact Center 76

Contact Center Management Customer Service Representative 2023 76

ViiBE Blog

JUNE 1, 2021

The benefits of using video chat for customer service interactions are that the service representative can see the customer’s emotions and better communicate empathy. The customer feels listened to, which improves customer satisfaction. With customer self-service, customers can help themselves.

Net Promoter Score 52

Net Promoter Score Omnichannel Customer Service Representative Sports 52

ViiBE Blog

APRIL 15, 2021

Co-browsing is a recent technology that allows a customer visiting a web page to share their screen in real time with a customer service representative. Co-browsing allows the representative to follow along with the customer as they navigate the website. Co-browsing versus screen sharing. Conclusion.

E Commerce 52

E Commerce E-support Contact Center Customer Service Representative 52