ShepHyken

OCTOBER 27, 2017

Over the years, brands have experimented with a variety of methods to most effectively serve their customers. From contact centers to email marketing campaigns, we’ve seen it all. But when it comes to reaching your customers at exact moments on the precise channel, email and voice have failed to meet customer expectations.

Customer Service Strategies 87

Customer Service Strategies Strategy Customer Service Hotels 87

Lumoa

FEBRUARY 7, 2023

When you capture VoC data, you can: Evaluate new product and service offerings, and prioritize based on customer expectations. Customize your brand to better align with your customers’ needs. Proactively adjust customer service strategies to avoid issues or red flags. How do you collect VoC data?

Analysis 396

Analysis Data How To Customer Centricity 396

ShepHyken

FEBRUARY 24, 2017

Whether it’s negative news of a natural disaster, a C-level scandal, a product recall, or a workplace tragedy, or a positive event like a product innovation, an upbeat earnings report, or an IPO, your contact center must be prepared for when there are dramatic increases in interactions across all communication channels.

Contact Center 84

Contact Center Social Media Guidelines Training 84

TechSee

MAY 4, 2021

Why Customer Service is adopting the Gig Model. When the pandemic hit back in March 2020, customer service operations went into crisis mode. In fact, customer service turnover in the U.S Optimize the cost to serve customers. Staffing is the highest operational cost in any contact center.

Customer Service 182

Customer Service Contact Center Call Center Retail 182

Advantage Communications

NOVEMBER 16, 2021

Outsourcing a major part of your business is never an easy decision, but when it comes down to something as important as your customer service strategy , it’s generally the right one.

Contact Center 98

Contact Center How To Customer Service Strategies Customer Care 98

NICE inContact

AUGUST 13, 2019

Digital-first customer service is no longer a nice option or a fun perk. It’s what today’s customers have come to expect: meeting them where they are, on the channel they want, on their timeline. Is your contact center keeping up? You’re at risk of gaining a reputation for poor service and losing customers.

Contact Center 27

Contact Center Customer Service Omni-Channel Innovation 27

NICE inContact

AUGUST 13, 2019

Digital-first customer service is no longer a nice option or a fun perk. It’s what today’s customers have come to expect: meeting them where they are, on the channel they want, on their timeline. Is your contact center keeping up? You’re at risk of gaining a reputation for poor service and losing customers.

Contact Center 136

Contact Center Customer Service Omni-Channel Innovation 136

Advantage Communications

JULY 10, 2020

These new technologies are changing the game for many organizations’ customer service strategies by automating time-consuming, repetitive tasks that allows live agents to focus on conversations that require a human element. Artificial Intelligence (AI) is a controversial subject.

Contact Center 87

Contact Center Customer Satisfaction Customer Service Strategies Consumers 87

Playvox

SEPTEMBER 2, 2022

While agents have been explicit in their desire to continue remote working, nearly half of the contact center managers in our survey are planning to bring agents back to an office in 2022. Our survey uncovered five ways contact center managers are adapting to remote work. That’s a dangerous disconnect. Leanne Y.,

Contact Center 70

Contact Center Management Policies Gamification 70

Talkdesk

DECEMBER 30, 2019

With 2019 coming to an end, it is now time to check the rear-view mirror, reflect on the evolving realities throughout this year, and to look further up the road as new trends set the pace of a decade ahead for contact centers and customer service strategy. Resolution 4: Enable The Knowledge Worker.

Contact Center 61

Contact Center Average Handle Time First Call Resolution Competitive Advantage 61

ijgolding

JANUARY 22, 2018

Encourage your employees (and yourself) to network with fellow customer experience professionals and establish a friendly communicative relationship. Present your employees with the ability to constantly learn and grow by sending them to a customer service convention or training session like Customer Contact Week.

Customer Experience 191

Customer Experience Social Media Abandon Rate Conference 191

InMoment XI

JULY 18, 2024

By actively seeking customer feedback and making changes based on that feedback, businesses can build customer loyalty and foster long-term relationships with their returning customers. Direct vs Indirect Customer Feedback The two most common categories that customer feedback can be classified as are direct and indirect.

Feedback 221

Feedback Customer Journeys Net Promoter Score Social Media 221

Blake Morgan

JANUARY 14, 2025

Despite the rapid strides in AI technology, many companies face significant hurdles when it comes to effectively integrating it into their customer service strategies. This episode of The Modern Customer Podcast is sponsored by Replicant.

Customer Centricity 52

Customer Centricity Call Flow Strategy Contact Center 52

NICE inContact

SEPTEMBER 25, 2019

Insights Reports identify trending topics and common customer pain points and use data to execute T-Mobile’s social customer service strategy. T-Mobile is on the forefront of digital customer service innovation and there’s much more to learn from their example.

Customer Service 138

Customer Service Social Media Contact Center CRM 138

ShepHyken

MARCH 24, 2025

The pressures are high, the stakes are even higher, and balancing both customer needs and agent performance can sometimes feel like an impossible task. Several other authors are included, including my friend and colleague Brittany Hodak, who collaborated with me on a weekly video tip we call the SUPER Amazing Show.

Customer Service 75

Customer Service Healthcare Loyalty Video 75

CSM Magazine

OCTOBER 7, 2024

With so many ways for customers to reach out, it can be overwhelming for companies to manage everything effectively. That’s where modern contact center solutions come into play. By meeting these expectations, businesses keep customers happy and loyal, ensuring they don’t lose them to slow responses or poor service.

Contact Center 52

Contact Center Virtual Call Center Contact Center Software Omni-Channel 52

Vonage

AUGUST 11, 2015

Great service also determines whether your existing customers shop with you again and whether your potential customers get beyond just that – potential. There are plenty of statistics that can give you an insight into the power of good (or bad) customer service. Think big.

Customer Service 120

Customer Service Contact Center Social Media Multi-Channel 120

BlueOcean

OCTOBER 30, 2024

Executing on in-house customer service efforts can be difficult; it takes the right background and continual hiring and training, not to mention complex IT systems, robust contact center technologies , and proper workforce management. And change is difficult.

Contact Center 156

Contact Center Comparison Culture Customer Service 156

Comm100

SEPTEMBER 13, 2021

Whether you’re just beginning your digital transformation journey or well on your way, we hope this series will provide new insights into the ever-changing world of digital customer service strategy. Reconfiguring legacy phone systems for a remote setting posed huge issues for more traditional, centralized contact centers.

Customer Service 246

Customer Service Social Media Omni-Channel Connections 246

Vonage

MARCH 26, 2018

In an age where customers can buy into your products and services from almost anywhere in the world, this has become increasingly complex. Although there’s no one-size-fits-all solution, the following 10-step plan will provide a framework that will allow your contact center to adopt a more personalized approach to customer care.

Omni-Channel 145

Omni-Channel Self Service Customer Experience Social Media 145

Advantage Communications

MARCH 2, 2023

Your contact center is a vital component of your customer service strategy and plays a crucial role in your company's success. When your contact center is underperforming, it can negatively impact customer satisfaction, lead to increased churn, and harm your brand reputation.

Contact Center 52

Contact Center Customer Service Strategies Customer Satisfaction Strategy 52

Advantage Communications

FEBRUARY 13, 2023

Advantage Communications, with over 25 years of experience, provides world-class customer experiences through state-of-the-art contact center solutions and innovative customer service strategies.

Contact Center 52

Contact Center Call Center Customer Service Strategies Innovation 52

NobelBiz

FEBRUARY 21, 2023

An excellent customer service strategy separates your call center from the competition by providing a difficult-to-replicate intangible competitive edge. This article details seven great tips you can implement within your customer service strategy.

Customer Service Strategies 52

Customer Service Strategies Tips Strategy Customer Service 52

Advantage Communications

JULY 13, 2021

New customer service strategies and innovative contact center technologies are changing the game when it comes to improving the customer experience (CX) and achieving new call center efficiencies.

Customer Service 98

Customer Service Contact Center Call Center Customer Service Strategies 98

West Monroe

JULY 11, 2023

Gain high-level insights into the maturity of your contact center capabilities and ways to accelerate value realization based on West Monroe’s proven methodology and transformation experience across various industries and company sizes.

Contact Center 52

Contact Center Survey Omni-Channel Customer Service Strategies 52

Vonage

AUGUST 15, 2016

Altimeter Group’s Brian Solis cited a survey in which 88 percent of all businesses believe they deliver great customer service, yet only 8 percent of their customers agree. Putting yourself in your customer’s shoes requires focusing on more than individual transactions. What do customers want?

Self Service 120

Self Service Contact Center Trends Sales 120

NobelBiz

FEBRUARY 15, 2023

Nowadays, with the advent of technology, customers have multiple channels to interact with businesses that include self-service options like voice-enabled assistants, online portals, and mobile apps. As a result, self-service is becoming a cornerstone of customer experience in contact centers.

Self Service 52

Self Service Contact Center Customer Experience Customer Satisfaction 52

NobelBiz

APRIL 3, 2023

Generally speaking, in the contact center space, people tend to look at the one-to-one interaction with an agent as the primary means of obtaining information about products and services. A functioning self-service system generally empowers clients with the tools and resources necessary for their inquiries.

Self Service 52

Self Service Contact Center Omni-Channel Knowledge Base 52

Playvox

MAY 4, 2023

Unlike my favorite fruit seller, you’ve got hundreds or thousands (or hundreds of thousands) of customer issues that require sophisticated, efficient customer care through the right contact center solutions. What Is A Digital Contact Center? Is your contact center omnichannel?

Contact Center 52

Contact Center Customer Expectations Meeting Self Service 52

Think Customers

JULY 1, 2020

The contact center industry has always needed to look forward. An overwhelming at-home workforce and consumer base forced the contact center industry to enforce temporary innovations to handle surging volume and traffic. Distributed contact center workforces The crisis completely turned work on its head.

Contact Center 52

Contact Center Self Service Healthcare Travel 52

Think Customers

JUNE 28, 2021

There’s no denying the vital role contact centers play in brands’ ability to meet customer needs quickly and efficiently. When done well, centers offer seamless experiences by connecting customers with the information they need – whether it’s via an agent or through automated technology – when and how they need it.

Contact Center 52

Contact Center Resources Call Center Brands 52

TechSee

FEBRUARY 2, 2022

Companies are investing in their call centers to differentiate and personalize their brand and improve overall operational efficiency. What Is Call Center Technology? Call center technology can refer to any tool that contact centers use to improve productivity, manage staff, deliver better service, or cut costs.

Call Center 124

Call Center Self Service Technology Social Media 124

Brad Cleveland Blog

JANUARY 15, 2021

Developing strategies shouldn’t be an overly academic or formal exercise, with the result being a plan that’s really not put to use. In this video, I’ll discuss five common pitfalls when developing strategies.

Customer Service Strategies 54

Customer Service Strategies Strategy Customer Service Airlines 54

NobelBiz

APRIL 27, 2021

Overall, retaining existing customers is much more lucrative than attracting new ones. As a result, engaging in contact center solutions and technologies yields significant returns for companies. But the questions remain, how do you keep your customers happy? How can a contact center solution enhance customer loyalty?

Contact Center 52

Contact Center Loyalty Net Promoter Score Multi-Channel 52

NobelBiz

MARCH 28, 2023

Generally speaking, in the contact center space, people tend to look at the one-to-one interaction with an agent as the primary means of obtaining information about products and services. What is Self-Service for contact centers? You guessed it, it’s money. Here’s the simple math.

Self Service 52

Self Service Contact Center Knowledge Base Omni-Channel 52

Think Customers

APRIL 28, 2022

As retailers contend with the latest slate of challenges—inflation, snarled supply chains, the return to experience spending—there’s no overstating the importance of having a high-quality contact center. What is the difference between a captive contact center and outsourcing? Hiring the right people.

Contact Center 52

Contact Center Retail Brands Resources 52

TechSee

JUNE 9, 2022

Connecting these channels to create continuity across the customer experience can be challenging. The following are 3 of the most common failure points faced by companies who have deployed a digital customer service strategy and how you can overcome them to get the most out of your tech stack.

Omni-Channel 145

Omni-Channel Self Service Customer Experience How To 145