NICE inContact

OCTOBER 3, 2016

In July of 2016, inContact conducted a survey of more than 500 Customer Service Representatives (CSRs) to gather insights about their workplace environment, motivators and challenges. This deep dive study provides a glimpse into working on the front lines of the customer service industry.

Comparison 206

Comparison Customer Service Representative Contact Center Call Center 206

CSM Magazine

FEBRUARY 17, 2022

As technologies and consumer expectations develop, the customer service landscape is evolving at an accelerated rate. Customers (and companies) faced unprecedented problems causing query volumes to spike, which put huge pressure on customer service teams. Arguably, in 2021 the industry experienced a seismic shift.

Trends 98

Trends Industry Customer Service Chatbots 98

Storyminers

JULY 6, 2020

We’re honored to be honored for our work alongside so many of our customer service and customer experience colleagues. This is especially true in the customer service industry. Customer Experience (CX) has catapulted into one of the most important aspects of determining business success. Adam Toporek.

Customer Experience 147

Customer Experience Customer Service Social Media Consulting 147

C3Centricity

SEPTEMBER 16, 2019

I also do a lot of analyses on what customers really want today. I’m always trying to understand exactly the solutions customers need, desire and dream of having. My regular searches include customer service, customer satisfaction, customer care and similar topic areas. Google is my best friend!

Customer Centricity 184

Customer Centricity Measurement How To Customer Satisfaction 184

BlueOcean

FEBRUARY 14, 2018

Remember when social media was the young upstart of the customer care channels and voice was still king? Way back in the good old days of the early 2010s… It seems like a lifetime ago that we were asking ourselves how to handle customers in such a public forum. Or was it customer service? Easier said than done.

Omni-Channel 149

Omni-Channel Social Media Contact Center Self Service 149

Storyminers

JULY 6, 2020

We’re honored to be honored for our work alongside so many of our customer service and customer experience colleagues. This is especially true in the customer service industry. Customer Experience (CX) has catapulted into one of the most important aspects of determining business success. Adam Toporek.

Customer Experience 130

Customer Experience Customer Service Social Media Consulting 130

transcosmos Information Systems

MARCH 14, 2018

Customer service has transformed dramatically over the years. Fast forward to today, we find ourselves in an era that’s marked by the use of automation and other advanced tools in delivering customer service support. Here’s a look at the past, present, and future of customer service.

Customer Service 85

Customer Service Social Media Chatbots Infographics 85

TechSee

APRIL 10, 2018

The research indicates that 69% of high performers consider technology provided by the service provider to be an important component of the BPO relationship, compared to only 27% of typical performers. The 2016 Global Outsourcing Survey by Deloitte revealed that clients now expect enhanced and specialized services from outsourced consultants.

Call Center 139

Call Center Self Service Technology Competitive Advantage 139

ShepHyken

JANUARY 2, 2017

Each week I read a number of customer service articles from various online resources. Kick-Ass Customer Service by Matthew Dixon, Lara Ponomareff, Scott Turner, and Rick DeLisi. My Comment: This article had me a the title: “Kick Ass Customer Service.” Here are my top five picks from last week.

Self Service 76

Self Service Customer Service Social Media Feedback 76

Lumoa

JUNE 23, 2021

Did you know that American businesses risk losing a whopping $494 billion in revenue from poor customer care? In the age of smartphones, where support is only a click away, consumers have massive expectations when it comes to customer service.

Trends 195

Trends Self Service Contact Center Omni-Channel 195

Vonage

AUGUST 15, 2016

Customers experience several touch-points with your company after the sale – from checking information on the website, viewing ads, reading articles, comparing brand experiences with peers, friends or influencers to contacting customer service. Personalize your customer service without getting too personal.

Self Service 120

Self Service Contact Center Trends Sales 120

ShepHyken

MARCH 17, 2017

This week on our Friends on Friday guest blog post my colleague, Paul Comarto, writes about how the use of text messaging and live chat are influencing customer service. As companies are making an effort to provide better customer service, they must look at every option for their customers. – Shep Hyken.

Customer Service 94

Customer Service How To Social Media Connections 94

BlueOcean

APRIL 11, 2017

As a customer-centric company in rapid growth mode, they knew they needed to be able to scale while improving the customer experience significantly for customers who needed to talk to an agent. In the summer of 2016, Blue Ocean was selected as the company’s outsourced contact center partner. Let’s chat.

Case Study 159

Case Study Study Abandon Rate Contact Center 159

ShepHyken

AUGUST 1, 2016

Each week I read a number of customer service articles from various online resources. Here are twelve ways to use social media to enhance the relationship you have with your customers. Consumer Disappointment with Customer Service Is Real by Dianna Labrien. Is the customer always right?

Social Media 48

Social Media Customer Service Self Service B2C 48

ShepHyken

OCTOBER 24, 2016

Each week I read a number of customer service articles from various online resources. My Comment: If customer service is the new marketing, and personalization is the hottest strategy, then this article is a must-read. How Nike Is Beating Brands Like Apple and Adidas at Twitter Customer Care by Christopher Heine.

Customer Service 48

Customer Service Government Social Media Customer Care 48

ShepHyken

NOVEMBER 14, 2016

Each week I read a number of customer service articles from various online resources. ROI’s on the Prize: Twitter Links Social Customer Care and Willingness to Pay by Lia Winograd. Where Customer Service is Failing: Top Priorities For Your Contact Center [Research] by Sharpen.

Omni-Channel 48

Omni-Channel Customer Service Trends Contact Center 48

ShepHyken

NOVEMBER 21, 2016

Each week I read a number of customer service articles from various online resources. Surprises Await When You Pretend To Be Your Own Customer by Steve DiGioia. Steve DiGioia) Stop complaining about your customers. Steve DiGioia shares some nice ideas about the importance pretending to be your own customer.

Social Media 48

Social Media Net Promoter Score Customer Service Handbook 48

ShepHyken

MARCH 10, 2017

This week on our Friends on Friday guest blog post my colleague, Steven Macdonald, shares the results of a study examining how companies around the world respond to customer service requests. The results from the study revealed an alarming picture of how companies ignore some of the most fundamental best practices in customer service.

Omni-Channel 89

Omni-Channel Customer Service Study Social Media 89

ShepHyken

AUGUST 15, 2016

Each week I read a number of customer service articles from various online resources. Will Chatbots and AI Replace Federal Customer Service Reps? 6 Must-Dos for Best-In-Class Social Media Customer Service by Sara O’Keefe . The 30 Things Customers Really Value by Eric Almquist. by Phil Goldstein.

Customer Service 48

Customer Service Social Media Chatbots Tips 48

Comm100

AUGUST 11, 2016

There are so many different customer service support channels these days that it can be hard to know where to focus your efforts. The following list will provide you with 20 skills that customer service operators need to strengthen support across channels. Understand the customer’s experience. Flexibility.

Customer Service 100

Customer Service Multi-Channel e-support Customer Service Representative 100

ShepHyken

DECEMBER 19, 2016

Each week I read a number of customer service articles from various online resources. 5 Technologies for Delighting Connected Customers by Vala Afshar. Making the Case for Investing in Social and Mobile Customer Service by SparkCentral. Here are my top five picks from last week. Follow on Twitter: @Hyken.

Social Media 48

Social Media Customer Service Mobile Customer Service Customer Service Training 48

ShepHyken

OCTOBER 10, 2016

Each week I read a number of customer service articles from various online resources. The JetBlue Story: Customer Service in an Industry Americans Hate by Sharpen. However, US airlines aren’t exactly known for their warm and fuzzy customer service. How Do You Celebrate National Customer Service Week?

Customer Service 48

Customer Service Airlines Travel Retail 48

ShepHyken

APRIL 3, 2017

Each week I read a number of customer service articles from various online resources. Customer Service Track Shines at Social Media Marketing World by Dan Gingiss. In 2016, the conference organizers added a Customer Service track to the list of 20 or so other tracks. Want Loyal Customers?

Social Media 76

Social Media Customer Service Hotels Hospitality 76

ShepHyken

OCTOBER 31, 2016

Each week I read a number of customer service articles from various online resources. 13 Haunting Customer Service Statistics by Tricia Morris. Microsoft) Here are 13 haunting (and daunting) customer service statistics that are keeping brands, and especially CSRs, up at night.

Customer Service 48

Customer Service Hotels Customer Service Training Leadership 48

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.

Software 92

Software Tools Customer Service Self Service 92

C3Centricity

AUGUST 15, 2016

As a customer centricity champion, just like you, I spend a lot of my time researching the topic. I’m always trying to understand exactly what customers want. My regular searches include customer service, customer satisfaction, customer care and similar areas. Google is my best friend!

Customer Centricity 120

Customer Centricity Infographics Customer Satisfaction Trends 120

ShepHyken

JULY 25, 2016

Each week I read a number of customer service articles from various online resources. The omni-channel strategy for customer service part 1: email by Heerd. My Comment: Email is still a viable way to communicate with customers. The 27 Best Customer Service Books by Mathew Patterson.

Omni-Channel 48

Omni-Channel Customer Service B2C eBook 48

Vonage

SEPTEMBER 20, 2016

Customer service reps need to understand their customers’ ‘baggage,’” says Jonathan Gale, NewVoiceMedia CEO. Baggage is the preconception that a caller brings to a customer service inquiry. “With the emphasis on customer service (and retention!) Want a better way to get closer to your customers?

Omni-Channel 120

Omni-Channel Self Service Infographics Poor Customer Service 120

Kayako

DECEMBER 31, 2015

But there’s still a way to go, and for customer support to really thrive it needs the backing of the board – just like marketing and sales departments. Come back soon for our prediction on 2016, or sign up for the blog and we’ll send it straight to your inbox. The best of customer experience. Who is your self-service for?

Self Service 72

Self Service Omni-Channel Net Promoter Score Multi-Channel 72

Kayako

NOVEMBER 21, 2018

When you think about businesses that are known for providing extraordinary customer service like Zappos, Amazon or Chick-Fil-A, they share a common trait. They’re obsessed with their customers. The brands mentioned above aren’t just shaping the customer service experience for their customers. The solution?

Culture 120

Culture Banking How To Customer Service 120

Kayako

MAY 12, 2016

We need communities like this to drive the role of customer support, attract talented would-be candidates to the profession, and elevate customer service to its rightful place in a company’s growth strategy. Luckily, we’ve scoured the web and found the top resources that will help you get better at customer service.

Conference 120

Conference Call Center Video Tips 120

Tricia Morris

OCTOBER 19, 2015

Conference attendees landed some terrific takeaways including these five related to the Summit’s new customer service track: 1. Service is a Growing CRM Investment. According to a newly published report titled Buying Intentions – CRM from Nucleus Research, service is a becoming a key CRM investment for more and more executives.

Self Service 40

Self Service Wireless Customer Service CRM 40

Win the Customer

NOVEMBER 14, 2016

Thanks to increasing connectivity, your customers can now voice their frustrations to everyone on social media. Research has shown that in the period between 2009 and 2014, the number of Twitter users using the platform for customer service doubled to 22%. So, which companies do social customer service right?

Social Media 52

Social Media Customer Service Multi-Channel Airlines 52

Magellan Solutions

MAY 3, 2022

To resolve this concern, many businesses opt to call center outsourcing — the process of subcontracting customer care services , sales/telemarketing functions , and market research to a service vendor. The patterns and needs of customers dictate the direction of the market.

Call Center 81

Call Center Company Telecommunications Banking 81

InteractionMetrics

AUGUST 14, 2024

Each interaction your customers have with your company’s representatives gives them either a positive or a negative view of your company. In other words, your customer service is either promoting your brand or driving your customers away. What Exactly is Customer Service Consulting? trillion.

Consulting 52

Consulting Customer Service Company Call Recording 52

Customer Bliss

MARCH 28, 2017

Ellis serves as the Chief Customer Experience Officer for the San Antonio International Airport System which comprises the San Antonio International Airport and Stinson Municipal Airport. ” She worked in the customer service role at Atlanta’s airport for over 12 years. Customer Service Training Program.

Customer Experience 100

Customer Experience Travel Touchpoint Training 100

CSM Magazine

MARCH 16, 2016

Field Service USA 2016 : April 25 – 28, 2016 – JW Marriott Desert Springs Resort & Spa, Palm Springs, CA. What is Field Service USA? That’s Field Service. Field Service is your one-stop shop for all things service and support; an event where inspiration meets innovation; socializing meets ROI.

Customer Care 40

Customer Care ROI Innovation Meeting 40