Can Artificial Intelligence Drive Customer Loyalty?
If you are greeted by name next time you enter your favorite store, don’t worry, it is not a prank, you might be witnessing AI at work..
Fix Your Processes to Avoid Moments of Misery
How many processes in your business can, because of human error, cause a Moment of Misery? Shep Hyken explores how some customer complaints can be avoided by making common-sense changes..
How Reducing AHT Can Cut Costs While Improving Customer Experience
No matter what industry you’re in, companies are always looking for ways to reduce operating costs and improve the bottom line. Executives often hone-in on the call center as a prime place to begin cutting costs, but are challenged with how to do so, without negatively impacting the customer experience. Rather than reducing staff or … Read more
3 Steps to Sustainable Customer Service Performance
Customer service is not just about how a representative reacts to an individual customer; it’s about how a company as a whole reacts to its customers on a long term, sustainable basis..
Big Candy Customer Service: What’s Your Hook?
I love when great hotels offer nice amenities. Some include a newspaper in the morning, complimentary bottles of water, a piece of chocolate on the nightstand—you get the idea..
Top 10 Worst Things to Say to Angry Customers
You may have great products but you can still have customer service problems caused by equipment failures or human error. While you can’t control external events, you can control what you say to upset customers..
Why a Satisfied Customer May Be Worse Than an Unsatisfied Customer
How are you tracking customer satisfaction levels with your customers? Are you asking whether they are satisfied? If so, you are probably not getting a true answer..
The State of Customer Experience 2017 – Report
Over 88% of organisations expect digital customer interactions to overtake voice by 2020 or sooner and 92% say customer experience can be linked to revenue, but just 29% are confident they can deliver a seamless customer experience across multiple channels, according to a new report, State of Customer Experience 2017 from West. Drawing on qualitative … Read more
Tips for Choosing a Call Center Service for Your Business
While the importance of customer service to the bottom line means that many business owners, managers, and customer support leaders will try to do everything themselves in this area, it can get very tricky trying to fit it all in every day..
Lose the Customer’s Confidence and You Lose the Customer
Following a poor customer service experience with his bank, Shep Hyken discusses the importance of customer confidence..
How to Deliver Moments of Magnificence to Your Customers
Few companies deliver ‘Moments of Magnificence’ to their customers. It shouldn’t be that way. It doesn’t have to be that way..
What’s Your NPS? A Quick Guide to the Net Promoter Score
Analysis shows companies that achieve long-term profitable growth have Net Promoter Scores two times higher than the average company. Learn more about the NPS system in this quick guide..
LEGO Customer Service Rep Gives Awesome Response to Distraught 7-Year Old
We all know how kids love Lego and 7-year-old Luka is no exception. In fact Luka loves LEGO so much he spent all of his Christmas money on the new Ninjago Ultrasonic Raider set. Imagine his dismay when he lost one of his favorite Raiders, Jay ZX at the grocery store—especially after not listening to … Read more
Outsource Consultants Hires New Vice President of Global Sales
Outsource Consultants, a leading call center outsourcing advisory firm, hired call center industry veteran Dave LaBatt as the Vice President of Global Sales in March 2017. Dave LaBatt has over 20 years of BPO and call center outsourcing experience and has sold and managed accounts with leading Fortune 500 and mid-sized companies in addition to … Read more
8 Simple Ideas to Improve Customer Satisfaction
As operational complexity takes its toll on the service industry, it’s important we keep our focus on the customer. Ron Kaufman offers 8 ideas to achieve customer satisfaction by keeping it simple..
How Brands Can Build Customer Trust of Chatbots: Make Them Smarter
When it comes to customer service chatbots, today’s online shoppers have trust issues. Lior Bachar shares his ideas on how to build that trust by making chatbots smarter..
Field Service Future Trends Report Identifies Methods for Growing Revenue with Service Operations
New study examines increasing business value from evolving customer touchpoints. Field Services USA have released their findings from its new report titled “Benchmarking Performance Marketing Adoption within Financial Services Strategies”. As of 2016, field services companies of all sizes are prepared to adopt cutting-edge technologies that increase efficiency, drive product development, and reduce costs associated … Read more
15 Ways to Conduct Successful Customer Focus Groups
With prior planning focus groups can provide valuable information for your business. Here are 15 important points to help you make your next customer focus group a success..
How to Be a Great Customer Service Representative
If you want to become a great CSR, you’ll have to focus on a few essentials. Here are some of the most important skills you need to succeed..