TechSee

FEBRUARY 23, 2023

Today’s customer service personnel are being asked to deliver higher quality service across more products, more complex products, and at more significant volumes than ever before. Another outcome of training first-line agents to cover more extensive product lines is the improvement of FCR and overall time to resolution.

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Contact Center Average Handle Time Technology Reference 124

Bill Quiseng

NOVEMBER 22, 2023

Many CX professionals have advocated CX as strategies such as AI, online, self-service, telephone, and face-to-face customer support, customer journey mapping, the Peak End Rule, NPS, CSAT, CES, or other CX metrics, and many innovative technologies to improvetheir customers’ experiences. And, yes, educate everyone. Part Three.

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Customer Journey Mapping Customer Service Training Customer Care NPS 97

Experience Investigators by 360Connext

MARCH 8, 2021

“ Customer service shouldn’t just be a department; it should be the entire company” – Tony Hsieh (CEO, Zappos) . And what’s most important to prioritize in education? And what’s most important to prioritize in education? The late, great CEO of Zappos promoted this idea and he was absolutely right. But what does that mean?

Customer Experience 271

Customer Experience Customer Journey Mapping Culture Customer Centricity 271

BlueOcean

JANUARY 20, 2023

And second, there’s no doubt that the pandemic and the social justice movement have evolved what you need from a customer service provider – and your RFP should reflect that. Client Service What is the average length of your client relationships? Our updated list of customer care RFP questions keeps these facts top of mind.

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Contact Center Customer Care Culture Technology 156

Experience Investigators by 360Connext

FEBRUARY 3, 2020

I mean that if you keep finding ways to learn — taking courses, training — that it can create a better customer experience. How have you felt in cases where you felt like you had to educate a customer service agent or salesperson? ” Feels good, doesn’t it? Turns out that’s no coincidence.

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Workshop Healthcare Sales Financial 197

ShepHyken

MARCH 26, 2024

There’s lots of work, thinking, planning, practice, experimenting, training, and more that goes into creating an easy experience. Shep Hyken is a customer service/CX expert, award-winning keynote speaker, and New York Times bestselling author. Think of the best customer experiences you have had. Connect with Shep on LinkedIn.

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Entertainment Sports 2024 Workshop 84

Bill Quiseng

FEBRUARY 7, 2024

This is not a customer service training class. Training is finite, usually one to three days. And training is top-down, one-way “I know everything, you know nothing” instruction. Training is to develop THE BUSINESS. Training is for a job. Instead, our education classes are interactive.

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Customer Service Training B2C Hospitality B2B 78

Bill Quiseng

MAY 18, 2022

Customers feel that service is good, not better, just average. But he doesn’t expect you to train your people. Training is top down, one-way, “I know everything, you know nothing” instruction. Training is the how and what of customer service. Training is to develop THE BUSINESS. Training is for a job.

Exceptional Customer Service 88

Exceptional Customer Service Customer Service Training Books Customer Service 88

Bill Quiseng

FEBRUARY 15, 2022

Don’t offer customer service training. Training is finite, usually only one to several days. Training is one-way, “I know everything, you know nothing” instruction. Training is the how and what of service. Training is what employees do to develop the business.

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Customer Service Training Customer Service Loyalty Customers 78

Experience Investigators by 360Connext

JUNE 22, 2021

Business leaders, in fact, have not been trained, educated or even asked to consider customer experience. Traditional business education and even standard business plans don’t include much focus on the customer’s journey beyond the basics of getting the sale and delivering a product or service. That’s human nature. .

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Customer Journey Mapping Customer Journey E-support Customers 297

ChurnZero

SEPTEMBER 8, 2022

Customer education was designed with CSMs in mind to automate their repetitive processes and create a way for customers to self-serve their basic needs so that CSMs can do their jobs better. In fact, customer education helps scale Customer Success , as the company scales business. . How CSMs play a role in customer education.

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Customer Success Customer Satisfaction Customer Retention Customers 98

Experience Investigators by 360Connext

AUGUST 1, 2023

Artificial Intelligence (AI) is revolutionizing customer service and transforming the way organizations manage their customer and employee experiences. Understanding the Power of AI in Customer Service AI-powered tools, such as machine learning, chatbots, and generative AI, have already significantly impacted customer service.

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Customer Service Customer Experience Customers Leadership 143

Inbenta

APRIL 10, 2024

Digital Instructors are interactive simulations of a digital product, service, or task, demonstrating features and guiding customers with step-by-step visual instructions. Digital Instructors can be used by any company that provides services or facilitates transactions online or through a mobile app.

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2024 Download Contact Center Demo 52

ShepHyken

APRIL 22, 2024

Each week, I read many customer service and customer experience articles from various resources. AI is important for streamlining processes and improving the customer experience, but companies that are implementing digital self-service solutions must find the right balance between human and digital experiences.

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2024 Article Customer Service E Commerce 78

Bill Quiseng

MARCH 30, 2022

We don’t offer customer service training. Training is top-down, one-way “I know everything, you know nothing” instruction. Training is the “how” of service. Training is to develop THE BUSINESS. Training is for a job. Our education classes are interactive.

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Customer Care Customer Service Training Interaction Customers 78

Gainsight

SEPTEMBER 26, 2023

That means self-service resources that guide customers through onboarding to fast value realization have become table stakes, for both low-touch and high-touch CS models. That being said, let’s take a deep dive into one of the most effective strategies to efficiently scale Customer Success: digital customer education.

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Customer Success 2023 Customers Consulting 52

Gainsight

SEPTEMBER 22, 2023

Digital customer education has traditionally been tied to the post-sale stages of the customer journey—think onboarding and ongoing product adoption. But training can pay dividends before a sale, leading to many more of them. There’s one huge opportunity left, though: digital customer education. Very little.

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Competitive Advantage Leadership Webinar NPS 52

ShepHyken

FEBRUARY 16, 2022

The other will share the same information, but at the same time will educate you why one is better – or not – than another. It’s because they educated you and made you smart! . Creating an educational experience is a powerful customer experience strategy. That expertise creates confidence. . So which TV should you buy? .

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Customer Service Training Customers Information Loyalty 130

ShepHyken

NOVEMBER 28, 2023

Despite the quick service, after I followed the instructions, the software still wasn’t working, and the entire process was confusing. This rep had been trained and was an expert. It was easy for him, but not for someone like me who wasn’t as familiar with the technology – and hadn’t been trained like him. It was half right.

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Workshop Advertising Customer Service Training Communication 84

TechSee

JULY 17, 2023

Service leaders are increasingly looking towards AI to stay ahead, or even just to stay afloat. Language Models (LLMs) have emerged as a powerful tool with the potential to revolutionize customer service, automating responses, personalizing experiences, and enhancing operational efficiency. Feeding the LLM training information?

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Document Interaction Presentation Customer Centricity 109

Bill Quiseng

MARCH 15, 2023

Instead of “Hire for attitude, not aptitude” or “Hire for personality, train for skills”, remind yourself when you recruit to Select for passion, not past performance. link] ) As for attitude and personality , thinking and talking about service excellence does not make it happen; doing something does. You hire an employee.

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B2C B2B Connections Engagement 88

Education Services Group

DECEMBER 19, 2022

ESG, the leader in Customer Success as a Service® (CSaaS), announced today it has signed an agreement to deliver its Customer Success service offerings, focused on end-user education, for a new client in the Data Management space. They stay longer, buy more, and are twice as engaged as end users without training.”.

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Customer Success Consulting Customer Satisfaction Sales 52

ShepHyken

NOVEMBER 28, 2023

Despite the quick service, after I followed the instructions, the software still wasn’t working, and the entire process was confusing. This rep had been trained and was an expert. It was easy for him, but not for someone like me who wasn’t as familiar with the technology – and hadn’t been trained like him. It was half right.

Workshop 67

Workshop Advertising Customer Service Training Communication 67

Help Scout

JULY 15, 2021

When thinking about education, most of us tend to think only about teachers and other administrative staff — frontline workers, so to speak. It makes sense; frontline educators are incredibly important and often underappreciated. In reality, the education ecosystem is like an iceberg: What you see is just a small fraction of the whole.

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Customer Service Document Customers Measurement 115

ShepHyken

NOVEMBER 2, 2022

Provide education. Provide education that’s tied to what you’re known for. Shep Hyken is a customer service expert, keynote speaker, and New York Times, bestselling business author. For information on The Customer Focus customer service training programs, go to www.thecustomerfocus.com. Selling is obvious.

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Customer Service Training Customer Retention Customers Sales 127

CSM Magazine

APRIL 25, 2024

Tailored products and services, based on these insights, can significantly enhance customer satisfaction and loyalty. The challenge lies not only in offering unique products or services but also in crafting a distinct brand identity. With the advent of digital technology and social media, customer expectations are higher than ever.

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Social Media Multi-Channel Touchpoint Customer Centricity 52

ChurnZero

SEPTEMBER 23, 2022

You can do that with an investment in Customer Success and customer education. . Or, more specifically, the uncertainty it caused companies of all shapes and sizes. Unfortunately, there wasn’t a page in the playbook to turn to. . Companies couldn’t rest on their laurels; it was hold onto their customers or float into the abyss. .

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Customer Success 2022 Customers 2017 98

Bill Quiseng

NOVEMBER 1, 2023

Let’s be revolutionary to transform CX Into CXM, customer service to customer CARE, and customer service training to an education in customer CARE or customer CARE University. QUI TAKEAWAY: Customer service is what you do for your customers. Customers pay for their experience, not your product or service.

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Customer Journey Mapping Sports Customer Service Training Customer Care 97

ClientSuccess

DECEMBER 19, 2022

This playbook should include information on how to introduce the product/service, educate customers on key features, set expectations around timelines and communication, and develop action plans to ensure a successful onboarding process. Playbook Vectors by Vecteezy.

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Webinar Customer Success Blog Customer Journey 72

Bill Quiseng

NOVEMBER 8, 2023

With the Rule of Three in mind, here is the second QUI TAKEAWAY: Customer service versus customer CARE. So shouldn’t customer service be customer care? At the same time, customer service experts have advocated that the the people in customer service are the frontlines. Nobody raves about average.

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Customer Service Representative Customer Care Social Media Loyalty 88

ShepHyken

SEPTEMBER 14, 2022

More and more people are complaining about bad customer service. The demand for better service continues to grow, as evidenced in our customer experience research (2022 Achieving Customer Amazement study sponsored by Amazon Web Services). However, customer service trends seem to be heading in the wrong direction.

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Culture Customer Service Poor Customer Service Leadership 105

Gainsight

MARCH 4, 2024

As a training or operations professional, you’ve probably faced plenty of questions regarding ROI (return on investment) from colleagues when evaluating an online learning initiative. For online training programs, data plays a critical role from beginning to end. Data is the objective pillar that drives every successful business.

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ROI Metrics Measurement Customer Satisfaction 52

ChurnZero

NOVEMBER 18, 2021

Customer education is why I live in a jungle. So, how does this relate to customer education? What inspired me to improve my gardening skills is the same catalyst that inspires customer education, and most positive actions: a desire for change. The same principle applies to customer education.

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Webinar Customers Customer Journey Engagement 98

Talkdesk

MAY 12, 2020

Customer expectations for service are rapidly evolving, so training a team of at-home agents to align with these expectations can bring tangible benefits to any company. Say “Hi” to the team Kick off training with a video introduction from the call center managing director, department heads and agent supervisors.

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Contact Center Call Center Interaction Connections 119

Bill Quiseng

JANUARY 25, 2023

In retail customer service, your people are NOT your most important assets. Ultimately, success in retail customer service is all about interpersonal skills. Ultimately, success in retail customer service is all about interpersonal skills. The right people are.” There are a lot of people wanting to enter the retail business.

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Customer Service Retail Banking Interaction 103

Totango

MAY 5, 2021

It is essential for a company to understand the behavior, opinions, and needs of their customers to provide the best service possible. By measuring customer experience, companies can easily become more educated about customer behavior and opinions. How easily they can access support/educational materials.

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Measurement Customer Experience Net Promoter Score Effort Score 118

CSM Magazine

MAY 10, 2023

Forex trading can be a complex and overwhelming experience for customers, and the customer service experience can make all the difference. In today’s competitive market, forex companies must prioritize customer service to stand out and retain their customers.

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Customer Service Multi-Channel E-support Communication 52