InMoment XI

JULY 5, 2022

So how can they stop those reviews before they’re even posted? With this goal in mind, InMoment gathered the three most important steps quick service restaurants can take to achieve better guest experiences in our new eBook, “How Food Services Brands Can Evolve Guest Experience Programs.” Step #1: Create Operational Consistency.

Guest Experience 493

Guest Experience Brands Multi-Channel Touchpoint 493

ShepHyken

SEPTEMBER 26, 2018

Less than one week before the release of my new book, The Convenience Revolution: How to Deliver a Customer Service Experience That Disrupts the Competition and Creates Fierce Loyalty , so I thought it appropriate to share some thoughts on how being easy – or convenient – can give you a competitive advantage over your competition.

Automotive 628

Automotive Competitive Advantage Customer Service Training Customer Service 628

CX Accelerator

NOVEMBER 7, 2023

When I called the airline, I explained to them that I didn’t have my booking code — and apparently my name, credit card number, location, and approximate time of the flight were not enough to find my reservation. You can try calling back and perhaps another office will have a supervisor.” Again, huh?

Customer Centricity 316

Customer Centricity Airlines Net Promoter Score Books 316

BlueOcean

OCTOBER 4, 2023

And how do offshore solutions, interpreters, and texting play a role? The Impact of Bilingual Support on the Customer Experience When a bilingual solution is offered to the customer, companies quickly find that quality scores increase accordingly. The same is true for first call resolution and average handle times.

Contact Center 310

Contact Center Customer Care Average Handle Time Consumers 310

Experience Investigators by 360Connext

APRIL 2, 2024

Social media posts, brand websites, customer review websites, demo request forms, QR codes, email marketing messages, sales team outreach (SMS or phone calls), and every direct or indirect brand interaction are touchpoints. Channels are a way for you to understand where customers come from and how they interact with you, the company.

Touchpoint 143

Touchpoint Customer Journey Mapping Customer Experience Customer Journey 143

TechSee

AUGUST 14, 2023

Follow on LinkedIn Blake Morgan, Customer Experience Futurist, Bestselling Author, Keynote Speaker Blake has been studying customer experience for over 15 years and has flown to the far corners of the earth to find out what is the secret sauce of the world’s most customer-centric companies.

2023 207

2023 Customer Service Contact Center Customer Centricity 207

TechSee

JUNE 16, 2022

As companies embrace the digitization of customer support, the new standard is much more than a phone conversation with a call center representative or a visit from a field agent. Eric Esguerra, Vice President, Customer Service & Operations at Miele Canada Ltd. Paul Husar, Senior Call Center Manager at LG Electronics.

Customer Service 251

Customer Service Contact Center 2022 Magazine 251

Experience Investigators by 360Connext

APRIL 2, 2024

Social media posts, brand websites, customer review websites, demo request forms, QR codes, email marketing messages, sales team outreach (SMS or phone calls), and every direct or indirect brand interaction are touchpoints. Channels are a way for you to understand where customers come from and how they interact with you, the company.

Touchpoint 137

Touchpoint Customer Journey Mapping Customer Experience Customer Journey 137

Call Experts

OCTOBER 5, 2023

Today, customer support plays a pivotal role in maintaining and growing a loyal customer base, enticing many companies to hire a contact center for their answering services. Ultimately, a well-managed contact center can be the lifeline of your customer service operations. However, not all contact centers are created equal.

Contact Center 105

Contact Center Call Center 2027 Customer Satisfaction 105

BlueOcean

OCTOBER 23, 2023

(This is updated version of our most popular blogs: 52 RFP Questions (2013), 51 RFP Questions (2016), 60 RFP Questions (2020)) Every few years we update our recommended list of contact center RFP Questions. List Company Facts How long have you been in business? List Company Facts How long have you been in business?

Customer Care 177

Customer Care Contact Center Culture Measurement 177

CX Accelerator

JULY 1, 2020

We find ourselves in unprecedented – certainly, the word of the year – times. Business leaders will benefit from reflecting on how these changes – shutdowns, communication changes, and working from home – have impacted their relationships with their consumers and consider how this season has improved or harmed business continuity.

Contact Center 266

Contact Center 2022 Call Center Roadmap 266

TechSee

SEPTEMBER 29, 2020

Contact centers are always looking for ways to reduce costs. This is particularly true during periods of uncertainty and economic downturn, when call center cost savings contribute to business continuity. The Best Call Center Cost Reduction Strategies. Techniques to reduce call volume.

Call Center 196

Call Center Contact Center Average Handle Time Measurement 196

TechSee

MAY 18, 2022

In today’s age of customer-centric service, call centers must deliver quick answers, short hold times, and the ability to speak to a live representative on demand. How can Management ensure their call centers are up to par? They can either staff up significantly or improve their call center occupancy.

Call Center 109

Call Center Contact Center Multi-Channel Metrics 109

Call Experts

APRIL 8, 2024

Today, customer support plays a pivotal role in maintaining and growing a loyal customer base, enticing many companies to hire a contact center for their answering services. Ultimately, a well-managed contact center can be the lifeline of your customer service operations. However, not all contact centers are created equal.

Contact Center 52

Contact Center Call Center 2027 Customer Satisfaction 52

TechSee

NOVEMBER 10, 2020

The discussion around how to reduce customer service costs is not a new one. For decades, service organizations have been proposing innovative ways to cut operational costs in customer service: Let employees bring their own coffee? ??. Limit call times to 3 minutes each? How to Reduce Customer Service Costs Sustainably.

Customer Service 207

Customer Service Contact Center Average Handle Time Consulting 207

Call Experts

OCTOBER 12, 2023

In an increasingly digital world, where communication often occurs through screens and keyboards, there are moments when we find ourselves saying, I need to speak to someone!” Call routing is pivotal in connecting individuals with the right human experts, as Fit Small Business explains.

Customer Satisfaction 105

Customer Satisfaction Connections Exceptional Customer Service Technology 105

Experience Investigators by 360Connext

OCTOBER 17, 2023

While this can feel like it’s “common knowledge” it’s actually what I would call “common understanding.” Here are some strategies to gain leadership buy-in for customer experience, the importance of measuring CX performance, and how to effectively communicate the business case for CX transformation. What’s the difference?

Leadership 259

Leadership Customer Experience Customer Centricity Net Promoter Score 259

TechSee

MAY 4, 2021

When the pandemic hit back in March 2020, customer service operations went into crisis mode. Physical contact centers were shut down, with agents hastily transitioned to a work from home (WFH) model and field service crews immobilized, yet calls from customers for assistance skyrocketed. Business Continuity in Times of Crisis.

Customer Service 182

Customer Service 2027 Contact Center Call Center 182

Zeisler Consulting

JANUARY 9, 2024

It’d be a little melodramatic (not beyond me, mind you) to call it the bane of my existence , but yes it’s a bit of a task that complicates my days: Explaining, when I say I’m “in CX” or that I “do CX” that, no, I’m not a ‘contact center guy.’ And yes, in the end, there’ll never be zero need for these front-line operations.

Contact Center 93

Contact Center Customer Care Article Brands 93

ShepHyken

MARCH 25, 2024

How Artificial Intelligence (AI) Is Benefiting Customer and Employee Satisfaction by John Dijulius (The Dijulius Group) AI and Machine Learning (ML) are not only here, but if it’s not already a major part of your business strategy moving forward, you may be in danger of becoming the next Kodak. It’s making them better.

2024 77

2024 Article Hotels Loyalty Programs 77

Call Experts

APRIL 8, 2024

In an increasingly digital world, where communication often occurs through screens and keyboards, there are moments when we find ourselves saying, I need to speak to someone!” Call routing is pivotal in connecting individuals with the right human experts, as Fit Small Business explains.

Customer Satisfaction 52

Customer Satisfaction Technology Connections Exceptional Customer Service 52

Magellan Solutions

MAY 6, 2024

As a business owner, you’re always looking for ways to streamline your operations and get more done with fewer resources. From boosting productivity to reducing expenses, outsourcing has become a popular tool for improving operations. Did you know that 24% of small businesses outsource to improve efficiency ? Don’t worry!

2011 78

2011 Telecommunications 2012 Return on Investment 78

Magellan Solutions

SEPTEMBER 14, 2023

Additionally, 79% of them find phone support satisfying. These findings highlight the importance of having a support service. Inbound support services, such as inbound telemarketing and inbound call centers, serve as tools for improving client engagement. Consider incorporating support services as a solution!

Customer Engagement 98

Customer Engagement Engagement E-support Call Center 98

Upstream Works

JUNE 9, 2022

” And that’s where you’ll find the soul of your company. ” And that’s where you’ll find the soul of your company. The contact center was even more complicated. The contact center agent’s life was not easy, and we saw it just getting more and more complicated.

Contact Center 157

Contact Center Call Center 2006 Virtual Agent 157

Playvox

MARCH 12, 2024

Think about the last time you reached out to a contact center for one of the services or products that you purchased. You could have contacted the company in a multitude of ways — chat, text, social media, or even an “old-fashioned” telephone call. The importance of agent motivation in a call center cannot be overstated.

Contact Center 78

Contact Center Call Center Feedback Engagement 78

Call Experts

JULY 27, 2023

A customer service call center serves as the backbone of a company’s customer service operations, providing a centralized hub where all customer inquiries, requests, and concerns are addressed efficiently and effectively. That’s where a customer service call center comes in.

Call Center 52

Call Center Customer Service E Commerce E-support 52

TechSee

MARCH 5, 2020

Every customer service professional knows that running a successful call center is a constant balancing act. Overworking employees can actually drive up call center costs by causing burnout and leading to high agent turnover. Call Center Agent Utilization vs. Let’s first take a look at how productivity is measured.

Call Center 145

Call Center Contact Center Average Handle Time Customer Satisfaction 145

COPC

NOVEMBER 15, 2023

Early attrition is a common and expensive problem for contact centers. However, it is possible to cut call center attrition rates and the associated costs. COPC has partnered with Centrical to bring you the Improving Contact Center Retention Series, where we will explore how organizations can reduce early attrition.

Call Center 97

Call Center Contact Center Engagement Communication 97

COPC

MARCH 11, 2024

Early attrition poses a significant and costly challenge for contact centers. and Centrical have teamed up to present the Improving Contact Center Retention Series, offering strategies to increase call center retention and lower attrition-related expenses. See here for more information on how to do this.

Call Center 99

Call Center Contact Center Culture Engagement 99

TechSee

DECEMBER 11, 2018

Providing better customer experiences (CX) is a hot button issue that has become increasingly critical to forward-thinking call centers over the last few years. Call center leaders realize that the time has come to deliver real measurable value to the enterprise.

Call Center 182

Call Center 2019 Contact Center Customer Experience 182

TechSee

JUNE 10, 2021

Far more than simply being a tool to help your staff see what the customers see, Visual Assistance can guide the customer across many touchpoints, from onboarding, unboxing, setup, and troubleshooting to operational guidance, maintenance, and repair. It’s no secret that truck rolls are a necessary evil for the service industry.

Innovation 207

Innovation 2025 Transportation Consumers 207

Call Experts

APRIL 8, 2024

Call Experts of Charleston, SC, has been honored with the exclusive ATSI 2023 Award of Excellence for the 14th year. Call Experts was presented with the award at ATSI’s 2023 conference in Atlanta, GA. Now a fourteen-time winner , Call Experts earned the Diamond Plus Award. says Call Experts CEO Abby Leibowitz.

Telecommunications 52

Telecommunications 2023 Call Center Contact Center 52

Interactions

APRIL 16, 2024

How Can the Bar be Raised to Surpass Customer Expectations? “Customer service innovation, including the emergence of generative AI and conversational AI enhancements, provider go-to- market changes and a volatile economic environment are expected to drive contact center investment.” What’s an IVA?

Customer Care 62

Customer Care Omnichannel Metrics Innovation 62

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. If you think about that, you’ll do things differently.”

Contact Center 77

Contact Center Omnichannel Net Promoter Score Management 77

Magellan Solutions

OCTOBER 26, 2023

But there’s one problem: You receive hundreds of calls, emails, chats, and messages from your customers every day. It is said that the average call-abandonment rate for incoming inbound calls is 6.44%. The solution is simple: Opt to outsource inbound call center services. What can you do?

Call Center 52

Call Center Social Media Healthcare Technology 52

TechSee

DECEMBER 16, 2021

How can you cut through the noise and industry buzz to zero in on the activities that will help you achieve your business goals? How can you cut through the noise and industry buzz to zero in on the activities that will help you achieve your business goals? . Quite the opposite.

Call Center 124

Call Center 2022 Contact Center Multi-Channel 124

ShepHyken

APRIL 9, 2021

If you can make the customer develop a liking for you in the first five seconds of the call, it’ll greatly influence the overall interaction. Moreover, most customers who call customer service are already having a bad day. When you pick up the call, modulate your tune as you’d talk to a close friend of yours. And it’s fine.

Customer Service 140

Customer Service Call Center Contact Center Article 140