TechSee

OCTOBER 31, 2019

As you get into the spirit of the occasion, spare a thought for the humble contact center agent, huddled over his keyboard, staring into the abyss of another long shift of customer service hell. Cobbled together from countless pieces of archaic software, the Frankenstein contact center system is the bane of the agent’s life.

Call Center 117

Call Center Contact Center Average Handle Time Fashion 117

Interactions

JULY 22, 2022

Between moving agents to work from home environments, to unpredictable volumes, to navigating a more digital customer base, companies felt the pressure. Help customers help themselves. . In times where businesses are pinching pennies, technology can be leveraged to keep customer experience high. Let’s take a look.

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Contact Center Customer Journey 2020 Technology 62

CSM Magazine

DECEMBER 19, 2022

When problems occur, support teams often bear the brunt of customer frustrations; and during times of upheaval, this only increases. As crucial advocates for your business, how do you create an environment where agents feel empowered to do their best work? It’s not always easy being on the front line of customer service.

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Omnichannel Tourism Customers Customer Service 59

Magellan Solutions

OCTOBER 12, 2022

Decoding the Secret of a Good Sales Call Center Agent? You can discover what a customer needs. Customer service agents today require more multifaceted skills so they can provide excellent customer service and close sales at the same time, since more contact centers are shifting toward up-selling and cross-selling.

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Call Center Sales Communication Information 75

Magellan Solutions

SEPTEMBER 27, 2023

Understanding your customers is the secret sauce to keeping them coming back for more. 56% of customers say they would instead transact with businesses that “get” them. So, that’s why spending quality time and effort knowing your customers is super important. Happy customers are loyal customers.

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Loyalty Loyalty Programs Call Center Customers 52

CSM Magazine

JANUARY 11, 2022

customers want more of it in the future. Given the impact of the customer experience on purchase behavior, customer service managers need to pay attention to the level of customer assistance they provide. Here are ten ways you can provide your clients with excellent customer assistance. and 74% of non-U.S.

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Customer Service Representative Customers Customer Service Feedback 93

CSM Magazine

MAY 16, 2023

You want a partnership: a team of agents and managers that you would have been happy to hire. They not only answer calls and questions, but engage your customers in friendly conversation, enthusiastically representing your brand values. Protel BPO agents are selected from a fast-growing contact center labor pool.

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Contact Center Retail Leadership Culture 52

Experience Investigators by 360Connext

JUNE 1, 2017

In many ways, customer experience is still a new phenomenon. Your customers have experiences with you, and judge their relationship with your brand based on how they feel about those experiences, whether you want them to or not. “Customer Effort” should be a serious metric to consider.

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Net Promoter Score Innovation Culture NPS 165

Magellan Solutions

APRIL 24, 2024

What is the secret to thriving in the booming eCommerce landscape? Only accurate data can lead to happy customers and lost sales. It ensures smooth operations and customer satisfaction. Accurate and efficient eCommerce data entry. With online sales expected to make up 22.6%

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Sales 2027 Measurement Call Center 52

Kustomer

NOVEMBER 19, 2020

Listen and subscribe to our podcast: In this episode of the Customer Service Secrets Podcast , Gabe Larsen is joined by Adam Maino from FinancialForce to uncover the secrets to transforming a world-class customer support team. Typically, CX teams have a tier system of agents who handle incoming cases.

Metrics 52

Metrics Culture Article Definition 52

Kustomer

NOVEMBER 19, 2020

Listen and subscribe to our podcast: In this episode of the Customer Service Secrets Podcast , Gabe Larsen is joined by Adam Maino from FinancialForce to uncover the secrets to transforming a world-class customer support team. Typically, CX teams have a tier system of agents who handle incoming cases.

Metrics 52

Metrics Culture Article Definition 52

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!

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Customer Service Customers Interaction Culture 98

SurveySensum

DECEMBER 6, 2023

Imagine your business as a vibrant garden, with customers as the colorful blooms. But, here’s the thing – how do you ensure your garden is thriving? — Enter the Customer Health Score – the secret sauce that successful businesses swear by. With customer feedback ! What is a Customer Health Score?

Metrics 52

Metrics Customer Satisfaction Feedback Customer Relationships 52

TechSee

JUNE 16, 2022

Customers expect better and faster pre and post purchase services. Whether they need help setting up a new device or to repair a damaged product, the way in which these interactions are handled are at the heart of customer satisfaction. Eric Esguerra, Vice President, Customer Service & Operations at Miele Canada Ltd.

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Customer Service Contact Center 2022 Magazine 251

ShepHyken

JULY 17, 2023

Each week, I read many customer service and customer experience articles from various resources. 5 Factors That Make for a Great Employee Experience by Tiffani Bova (Harvard Business Review) Decades of business strategy have urged leaders to concentrate the bulk of their business efforts on the customer experience.

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Article 2023 Customer Service Retail 62

Kustomer

APRIL 21, 2022

Listen and subscribe to our podcast: Have you ever considered the importance of turning customers into forever fans, a.k.a It’s widely known that some of the best growth comes from word of mouth marketing, which naturally occurs when customers suggest your products to others in their close circles. brand ambassadors?

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Social Media Brands Loyalty Marketing 98

ShepHyken

JANUARY 30, 2019

That’s what I heard just before the agent picked up the phone to help me. In one quick question, the customer gets to grade the support rep that took the call. In one quick question, the customer gets to grade the support rep that took the call. It sums up if the customer was happy and if the agent did their job.

Feedback 109

Feedback Net Promoter Score Customer Service Training NPS 109

NICE inContact

JULY 19, 2018

The customer experience can be improved upon by making a multitude of information available to contact center agents, while also increasing efficiency. And the secret lies within contact center and CRM integrations. It’s a buzzword that has been around a long time in the business world.

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Contact Center Call Recording Reference Loyalty 48

Magellan Solutions

MARCH 19, 2024

The back office meaning often gets overshadowed amidst the buzz of customer interactions. increase in customer satisfaction, a 5.4x increase in customer satisfaction, a 5.4x They provide the essential tools and resources for front-line teams to deliver exceptional products and services to customers.

Financial 52

Financial Competitive Advantage Loyalty Customer Satisfaction 52

CSM Magazine

MAY 21, 2021

Businesses are nothing without customers. When your business has a loyal following, you’re likely to get even more customers, and hence, more revenue. Customer communication is an integral part of customer service. Customer communication is an integral part of customer service. Understand Your Customers.

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Communication Customer Service Representative Social Media Customers 52

GetFeedback

MAY 9, 2019

If you Google customer experience you’ll get about 2,340,000,000 results—articles, videos, reports—with in-depth information about the space. What is customer experience? Customer experience is how your customers perceive their interactions with your company. What is great customer experience? We want to fix that.

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Article Customer Experience Metrics Customer Journey Mapping 337

Kustomer

AUGUST 5, 2021

Listen and subscribe to our podcast: In this episode of the Customer Service Secrets Podcast , Gabe Larsen is joined by Brad Birnbaum , CEO of Kustomer, to learn about how companies can win with their customers in this new space. To learn more about Brad’s vision for future customer success, listen to the full podcast below.

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Customer Experience 2021 Contact Center 2020 105

Thematic

FEBRUARY 19, 2024

trillion due to frustrating customer experiences annually. Good customer experiences aren’t just about aesthetics or functionality. Creating a customer experience (CX) that builds a connection with customers, demonstrates that you value their time and preferences. The secret to a profitable, successful business?  Create

Customer Experience 62

Customer Experience Net Promoter Score NPS Loyalty 62

Thematic

FEBRUARY 19, 2024

trillion due to frustrating customer experiences annually. Good customer experiences aren’t just about aesthetics or functionality. Creating a customer experience (CX) that builds a connection with customers, demonstrates that you value their time and preferences. The secret to a profitable, successful business?  Create

Customer Experience 62

Customer Experience Net Promoter Score NPS Loyalty 62

Kustomer

OCTOBER 1, 2020

Listen and subscribe to our podcast: In this episode of the Customer Service Secrets Podcast, Gabe Larsen is joined by Douglas Kramon , Senior Director of Fan Support & Customer Care Operations at ESPN, to discuss how customer care drives customer experience. Three Ways to Keep Agents Happy and Thriving.

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Sports Customer Care Customers Customer Service 52

Kustomer

MAY 20, 2021

Listen and subscribe to our podcast: In this episode of the Customer Service Secrets Podcast , Gabe Larsen and Vikas Bhambri from Kustomer are joined by Edmund Ovington to learn the secrets to breaking down language barriers. Listen to the full episode to learn more. Why Your Team Needs Language Translation Software.

Customer Experience 105

Customer Experience Multi-Channel Customers Brands 105

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.

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Article 2018 Customer Service Loyalty Programs 81

Kustomer

SEPTEMBER 18, 2020

If the events of this year taught those of us in the customer experience world anything, it’s that we can never stop innovating to be more customer-centric. The DTC Disruptor’s Secret Weapon: Intelligent CX Focused on the Whole Customer. They built their business to connect with customers at scale.

Customer Experience 52

Customer Experience E-support Omnichannel Contact Center 52

Kustomer

JUNE 10, 2021

Listen and subscribe to our podcast: In this episode of the Customer Service Secrets Podcast , Gabe and Vikas are joined by Vasili Triant to talk about all things digital CX. For nearly 30 years, experts in the CX industry have heard rumors that voice as a communication channel is dead and useless for navigating customer problems.

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Contact Center Consumers Technology Interaction 97

SurveySparrow

SEPTEMBER 26, 2023

When you flip a switch, enjoy a warm shower, or cook a meal, you’re stepping into a world intricately woven with customer experience. In this blog, we’ll look into the secrets of customer experience in utilities- from the latest trends shaping the industry to effective strategies for enhancing utility services.

Customer Experience 52

Customer Experience E-support E Commerce Customer Satisfaction 52

Stella Connect

OCTOBER 14, 2021

Colin has written seven bestselling books on Customer experience is the co-host of the highly successful Intuitive Customer podcast. They are such a great source of information on the customer experience the organization is providing. I have learned so much by just sitting with an agent and listening to calls.

Contact Center 52

Contact Center Net Promoter Score NPS Call Center 52

Kustomer

JULY 1, 2021

Listen and subscribe to our podcast: In this episode of the Customer Service Secrets Podcast, Gabe Larsen is joined by Tom Rieger from NSI , to learn about customer retention through enhancing wait times. The Science of Wait Times and Rewarding Customers. Customers can sense this. Listen along to learn more. .

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Customer Experience Call Center Contact Center Customers 98

ShepHyken

DECEMBER 13, 2021

Each week I read many customer service and customer experience articles from various resources. Please Hold: How AI Is Changing Customer Service in Call Centers by Defined.ai. VentureBeat) Excellent customer service is vital to the long-term success of any business. Here are my top five picks from last week. and the U.K.,

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2021 Article Customer Service Social Media 77

Kustomer

SEPTEMBER 9, 2021

Listen and subscribe to our podcast: In this episode of the Customer Service Secrets Podcast , Gabe Larsen is joined by CX expert, Justin Robbins. Justin’s the Chief Evangelist at CX Effect and has many years of experience working with customers, starting at an early age. Put the Customer at the Center.

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Contact Center Metrics Measurement Customer Experience 98

Lumoa

DECEMBER 19, 2023

Have you ever thought about how some businesses manage to analyze thousands of customer reviews and feedback quickly? The secret lies in the capabilities of AI and its proficiency in conducting sentiment analysis. Customer feedback is a precious resource for understanding what’s effective and what needs improvement.

Social Media 83

Social Media Feedback Banking Automotive 83

Kustomer

SEPTEMBER 1, 2022

It’s no secret that a strong customer service strategy is the cornerstone of a successful business. Even if your products or services are exceptional, customer loyalty can be lost if the customer experience is tainted with one poor interaction. What Is Customer Service Strategy?

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Customer Service Strategies Customer Service 2025 Consumers 104

BirdEye

OCTOBER 11, 2023

Customer experience can be vital in helping businesses grow and scale faster. Investing in processes and tools that contribute to customer delight significantly impacts the bottom line. Good customer experience or delight has significantly evolved to finding value across every touchpoint.

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Sales Social Media Customers Multi-Channel 110