Integrity Solutions

SEPTEMBER 28, 2023

In the past, customer service centers were viewed as cost centers or expenses. Today, the organizations that are delivering a superior customer experience are proving just how outdated that perspective is. But great customer experiences don’t just happen.

Customer Service Training 106

Customer Service Training Training Customer Service Contact Center 106

ShepHyken

APRIL 26, 2021

(ZDNeT) Customer service is experiencing a renaissance, and with the right imagination, intention, and technology, it can also become a business growth engine by driving satisfaction, sales, and loyalty. One of the main points is that customer service is becoming the face of a brand. Thank you MattsenKumar!).

Customer Service 137

Customer Service Loyalty Programs Social Media Contact Center 137

ShepHyken

MARCH 18, 2020

Even if you tell the customer how long the wait will be or offer to call the customer back (which does reduce friction—something customers appreciate), that’s still more time the customer has to deal with the problem. The idea of “first call resolution” with “one transfer” at most is not the norm.

First Call Resolution 103

First Call Resolution Customer Service Training Customer Service Representative Contact Center 103

ShepHyken

MARCH 18, 2020

Even if you tell the customer how long the wait will be or offer to call the customer back (which does reduce friction—something customers appreciate), that’s still more time the customer has to deal with the problem. The idea of “first call resolution” with “one transfer” at most is not the norm.

First Call Resolution 71

First Call Resolution Customer Service Training Customer Service Representative Contact Center 71

ShepHyken

MAY 11, 2022

It’s unrealistic to never make a customer hold, so at least invest in the technology that informs the customer about how long the wait will be with the option to have a call-back. . Get It Right the First Time: The goal is for the customer to call only once, as in first-call resolution.

First Call Resolution 77

First Call Resolution Customer Service Training Customers Tips 77

ShepHyken

OCTOBER 11, 2021

The topics covered include quick response times, providing self-service options, different ways customers can communicate with you (phone, email, chat, text, etc.), and solving the problem on the first call (known as first call resolution). What customers don’t want any or all of that?

Customer Service 74

Customer Service Hospitality Rewards Programs Self Service 74

Integrity Solutions

OCTOBER 27, 2021

In fact, exceptional customer service is more than a functional role; it’s a purpose, rooted in a culture and an understanding of what it means to be truly customer-focused. This is the percentage of customer service calls that get resolved on the first attempt.

Customer Service 68

Customer Service Self Service Banking Culture 68