Customer Service Related Topics 
Experience Investigators by 360Connext
OCTOBER 11, 2024
When customers face a challenge and need help, customer service or support representatives are their heroes — and organizations have invested a lot of time to make customer support a breeze in a growing number of channels: Store representatives are trained to empathize with customers and know how to quickly get them tailored solutions in person.
ShepHyken
OCTOBER 1, 2024
If you’re reading this article the day it comes out, then next week – the first full week of October – is Customer Service Week. I refer to this vision as a mantra , which is a sentence or less describing what you want your customers to experience. Over the years, I’ve shared many more ideas about Customer Service Week.
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Bill Quiseng
OCTOBER 9, 2024
So, I encourage you to remind yourself and your colleagues every day about each one of The Rule of Three QUI TAKEAWAYS to Customer Service and Customer Experience. I am here to tell you that if you’re not in the Top Three, you don’t even exist in the minds of your potential customers. But I digress.
TechSee
AUGUST 26, 2024
Call centers are the frontline of customer service for many businesses. Providing excellent service in call centers is crucial for maintaining customer satisfaction and loyalty. However, call centers face a variety of challenges that can prevent them from delivering the best possible service.
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New research reveals 92% of business leaders would like to provide additional training to their customer service representatives. JUST RELEASED! Soft skills training stands out as a priority area of investment and/or improvement.
CSM Magazine
OCTOBER 8, 2024
National Customer Service Week is a time to reflect on the impact that advanced technology is having in the customer service space – including the shift from traditional customer service to elevated customer experiences. But where is work still needed?
Northridge Group
OCTOBER 8, 2024
In that same study, leaders said they believe generative AI will provide warmth and […] The post Your Customer Service Isn’t Great (but it could be) first appeared on Northridge Group.
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The Northridge Group’s State of CX 2023 Part II research report reveals that nearly 50% of consumers surveyed had knowingly spoken to a customer service associate working from home—and almost 75% of those respondents felt the associate's location did not impact the service or experience. JUST RELEASED!
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Digital omnichannel customer service. This guide will answer all your digital omnichannel questions and help you to structure your digital customer journey around the needs and preferences of today’s consumers. Haven’t heard of it yet? Your competitors probably have.
In today's business world we know that customer experience management has a huge impact on satisfaction levels, customer loyalty, and even profit. But there's more to it than just customer service - learn more about the 3 legs of CEM.
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Companies with strong omnichannel strategies retain 56% more customers than those without them. Read this guide to learn what omnichannel customer service is, if it’s right for your organization, and how to make it successful so you can get a (very large) step ahead of your competitors.
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Check out The Northridge Group’s latest CX research report—the 7th annual CX survey of 1,000 customers and 250 business executives—to see additional statistics as well as insights that businesses can use to benchmark their customer service and improve the overall experience!
Speaker: Aarde Cosseboom, Contact Center & Customer Experience Advisor and Co-Host of the Another Cloud Podcast
Join Aarde Cosseboom, Contact Center & Customer Experience Advisor and Co-Host of the Another Cloud Podcast, for this enlightening discussion which will include: What are the benefits of an IVA to a customer service team? How IVAs play into customer satisfaction. Best practices to successfully roll out a new IVA.
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The Northridge Group’s 7th annual State of Customer Experience 2023 report resulted from surveys of 1000 customers and 250 business leaders and features insights that businesses across all industries can use to benchmark their Customer Service and improve the Customer Experience.
Speaker: Gary Davis, SmartAction CEO
After deploying conversational AI for more than 100 leading brands, we’ve learned a few lessons on what can make — or break –– the automated customer experience. How automating a customer service call isn’t as simple as using a script from a human interaction. The potential ROI when conversational automation is done right.
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