Retently

MARCH 18, 2024

Through carefully crafted service survey questions, businesses can glean insights into customer sentiment, measure the impact of their customer service team, and understand the shades of customer satisfaction and loyalty. Whether through a simple “How satisfied were you with our service?”

Customer Service 141

Customer Service Net Promoter Score Customer Service Representative NPS 141

Magellan Solutions

APRIL 3, 2024

A live chat feature on your website could earn you nearly 50% more cash every hour someone chats with your team. It also boosts the number of people buying your stuff by 40%. Exceptional customer service is essential for staying competitive. Customers expect convenient, affordable, and 24/7 support.

Exceptional Customer Service 96

Exceptional Customer Service Customer Satisfaction Average Handle Time Measurement 96

InMoment XI

AUGUST 24, 2022

This can create real problems for your business. Given that most customer feedback is text-based (such as emails, social media posts, surveys, in-app feedback, SMS, live chat, etc.), Given that most customer feedback is text-based (such as emails, social media posts, surveys, in-app feedback, SMS, live chat, etc.),

Definition 493

Definition Feedback Communication Social Media 493

Comm100

APRIL 2, 2024

Customer satisfaction (CSAT) scores are a vital metric for any business trying to track and improve their customer service and support. The scores provide a snapshot of how satisfied your customers are with your products or services, indicating areas of success and those needing improvement.

Customer Satisfaction 93

Customer Satisfaction Feedback Interaction Insights 93

Magellan Solutions

AUGUST 18, 2023

Sales optimization enhances customer experiences, fosters brand loyalty, and drives long-term success. This will enable sales teams to focus on the most promising leads, leading to increased conversion rates and sales productivity. Customers will likely return and recommend you to others. It goes beyond attaining targets.

Sales 98

Sales Marketing Multi-Channel Competitive Advantage 98

Retently

FEBRUARY 9, 2024

Creating an insightful customer feedback questionnaire can seem daunting. What questions do you include to not only garner responses but also drive your business forward? Dive into the steps for effective questionnaire design, crucial areas for feedback, and tactics for maximizing the valuable data you collect without the fluff.

Feedback 122

Feedback Net Promoter Score Customer Satisfaction Loyalty 122

CSM Magazine

APRIL 29, 2024

Hybrid work is where office life meets your home comfort zone, making sure you get the best of both worlds. Shifting towards flexible working spots is flipping the script on traditional office life and, it’s actually boosting how we serve up happiness to customers. Being versatile pays off twice over.

Customer Experience 52

Customer Experience Customers Connections Communication 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.” In order to be successful, managers need to be better equipped to provide ongoing feedback and employ effective strategies to boost employee engagement.

Contact Center 79

Contact Center Feedback Culture Engagement 79

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. The right support technologies will make your agents more efficient, effective, and productive.

Average Handle Time 109

Average Handle Time Culture Customer Satisfaction Technology 109

Magellan Solutions

MAY 21, 2024

37% of small businesses outsource accounting and IT services, showing immense popularity. Can you imagine a group of experts managing your accounts receivable, accounts payable, tax returns, and financial statements precisely for you? Are you feeling stressed by the financial demands of starting a new business? You’re not alone!

Financial 52

Financial Competitive Advantage Culture Call Center 52

ShepHyken

JANUARY 24, 2020

Brett provides three insightful ways to help improve customer satisfaction and employee empowerment. Most retail businesses understand that the best service strategies won’t succeed if store-level employees don’t feel motivated. When given proper training, support, and encouragement, employees can make your business.

Customer Service 129

Customer Service Retail Culture Engagement 129

BirdEye

JUNE 29, 2023

Effective customer communication is vital for the success of any business. After all, how will clients know about your business and its offerings? Companies also communicate with customers to share product updates, resolve complaints, gather feedback, and provide customer service.

Communication 97

Communication Social Media Touchpoint Customers 97

ShepHyken

MAY 27, 2022

This week, we feature an article by Sowmya Juttukonda, content developer & digital media specialist at Knowmax , a knowledge management system to enhance customer service. She shares how organizations can create an environment that motivates employees to become more productive and improve customer experience.

Call Center 126

Call Center Technology Customers Engagement 126

BirdEye

JULY 10, 2023

Competitive intelligence is a game-changer for local businesses trying to attract new customers. While it may be a part of your marketing strategy, you might not be tapping into it as effectively as you can. Diving deep into competitor and market intelligence can reshape your approach.

Social Media 94

Social Media Competitive Advantage Financial Multi-Channel 94

Playvox

APRIL 25, 2023

How can you spice up remote agent training at your contact center to make it the most engaging and effective it can be? Experts predict that using remote and hybrid contact center agents will remain a cost-effective, efficient solution for delivering outstanding customer support well into the future.

Contact Center 79

Contact Center Measurement Feedback 2022 79

BirdEye

DECEMBER 8, 2023

We live in a world where one tweet, review, or post can tip the scales for your brand. It’s the heartbeat of your brand, silently yet powerfully shaping how people perceive your business. It’s the heartbeat of your brand, silently yet powerfully shaping how people perceive your business.

Management 113

Management Social Media Brands Consulting 113

Playvox

JANUARY 25, 2024

Does your contact center “talk the customer talk” but sometimes gets stuck when it comes to matching up customer expectations with service and support delivery by your agents? This guide will explore the whats, hows, and whys of workforce optimization. What is Workforce Optimization?

Contact Center 77

Contact Center Omnichannel Net Promoter Score Management 77

Team Support

JULY 31, 2023

The data collected in your customer support department does not begin and end with customer support personnel. The benefits of the data collected here touches every other aspect of your business including hiring, product support, marketing strategy, and more.

Social Media 97

Social Media Metrics Customer Satisfaction Culture 97

Thematic

MARCH 27, 2024

A focus on customer acquisition often overshadows the vital task of retention. A shocking 66% of consumers end relationships with companies due to poor customer service. This highlights a disconnect: Customers crave positive experiences, yet businesses sometimes must listen proactively. What is customer churn?

Feedback 62

Feedback Net Promoter Score Customer Centricity Customers 62

Magellan Solutions

FEBRUARY 26, 2024

Artificial intelligence (AI) in call centers can enable customer service professionals to focus on essential tasks, as 78% of them stated. The collaboration between AI and call centers is reshaping the customer service paradigm. How does AI advance call centers? It improves customer service and satisfaction.

Call Center 52

Call Center Customer Service Contact Center Roadmap 52

Playvox

MARCH 27, 2023

Operating a successful contact center demands attention to a wide range of factors, from investing in your agents’ well-being and training to implementing the right tools and technology. Revolutionize Your Customer Support Center Productivity: 10 Proven Strategies 1.

Contact Center 84

Contact Center Customer Satisfaction Interaction Call Center 84

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

Comm100

MAY 7, 2024

The demand for fast, efficient, and personalized customer service is growing – and growing fast. 54% of global consumers have higher customer service expectations than they did just one year ago, according to a recent Microsoft study. Reducing friction : Friction happens when customers face obstacles resolving issues.

Customer Service 52

Customer Service Omnichannel Social Media Customer Satisfaction 52

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. Constant and Effective Communication. at Blue Ocean.

Contact Center 156

Contact Center Transportation 2014 2020 156

Kustomer

JUNE 27, 2022

A new era in customer service has arrived. The transformed landscape requires engagement like never previously seen, and customer service software is here to help. Not one single survey has ever indicated that customers wouldn’t pay more for great service, according to Forbes.

2022 98

2022 Customer Service E Commerce E-support 98

Gainsight

FEBRUARY 28, 2024

This year more than ever, SaaS organizations are tasked with doing more with less, especially when it comes to parts of the business responsible for driving customer outcomes. That means it’s critical to empower our customers to be wildly successful with our products and services.

2024 52

2024 Innovation Customer Success Engagement 52

BirdEye

NOVEMBER 7, 2023

It is effective communication. As customers verify your brand’s reputation on top car review sites , you need to ensure that your email marketing strategy also delivers to meet their expectations. Car sales emails are a crucial part of that effective communication strategy.

Sales 113

Sales Automotive Advertising Demo 113

CSM Magazine

OCTOBER 17, 2023

Hybrid working and Artificial Intelligence (AI) are revolutionising the role of the agent worldwide but UK contact centres believe it takes more than technical training to build a highly effective team. These are trends that apply equally to the world of customer service. If so, why?

2023 52

2023 Contact Center Customer Centricity Measurement 52

SurveySensum

JULY 11, 2023

As you sit down, the aroma of sizzling patties fills the air, and your mouth starts watering. Finally, your burger arrives, perfectly cooked and beautifully presented. You take a bite, and it’s pure heaven — the flavors explode in your mouth, making you crave more. You leave the restaurant with a big grin on your face.

Brands 83

Brands Customer Experience Rewards Programs Touchpoint 83

SurveySensum

FEBRUARY 14, 2024

As someone who’s been in the Customer Experience field for years, I can tell you that the secret sauce to a successful business is understanding your employees. Understanding your employees can lead to better alignment with company goals and increased engagement, boosting productivity and customer satisfaction.

2024 52

2024 Feedback Culture Demo 52

Cyara

FEBRUARY 20, 2024

Every organization understands the vital importance of enabling their customers to connect seamlessly. As such, it is vital to guarantee that all of your communication channels adhere to the highest standards, delivering an optimal experience to all customers.

ROI 76

ROI Return on Investment Communication 2023 76

BirdEye

FEBRUARY 23, 2024

This unified vision, made possible through clear business communication, is not just about exchanging information; it’s about creating a dialogue where strategies align, objectives are understood, and every team member is working towards the same goal. Table of contents What is business communication? Why is business communication important?

Communication 62

Communication Multi-Channel Culture Social Media 62

BirdEye

NOVEMBER 27, 2023

We live in a data-driven business world where every piece of customer feedback is nothing less than a goldmine. Organizations that effectively use customer feedback data to improve operations can expect a boost to their performance. The stark difference highlights how customer insights greatly influence business outcomes.

Insights 113

Insights Social Media Multi-Channel Net Promoter Score 113

Team Support

FEBRUARY 22, 2024

One area that often gets overlooked is customer support. Yet, it's a critical touchpoint that can make or break your relationship with customers. In this hyper-competitive landscape, merely responding to customer queries isn't enough. Lower churn rates and higher customer satisfaction scores. The result?

Net Promoter Score 40

Net Promoter Score Omnichannel Customer Centricity Customer Satisfaction 40

SurveySensum

JULY 10, 2023

Are you a regular customer of Starbucks? If so, you must have experienced being recognized by Starbucks’ attentive staff and received your favorite chocolate cappuccino and delicious blueberry muffin within 15 minutes of settling into your meeting. Before that, What is Customer Service in Retail?

Retail 52

Retail Customer Service Exceptional Customer Service Customer Centricity 52

Playvox

FEBRUARY 1, 2024

Your customers are talking, and they have a lot to say. But do you know how your customers really feel about your brand, products, services, and support? If you’re not analyzing customer sentiment, you’re only getting part of the story. What Is Customer Sentiment Analysis?

Contact Center 93

Contact Center Measurement Social Media Omnichannel 93