Not only are performers like Harry Styles and Pink having objects thrown at them on stage, your agents have abuse thrown at them regularly. There are ways to support agents even with consumer rage on the rise....
Research shows customers want a better and better experience in exchange for their loyalty. Studies also show that companies are aware of this and want to provide upgraded experiences. AI can help, but companies that can’t handle a complete overhaul wonder where to start...
Reputation inflation is more than useless. It masks problems, ruins data and feeds a culture of fear....
Businesses must evolve as the people who work them and those who buy from them evolve. Changes in CX and EX in customer service have to come at the speed of change in the world as a whole....
Here are some customer experience memes I created based on stats to encourage raising your CX....
Streamlining customer experience benefits businesses, their workers and their customers. Generative AI acts as a powerful streamlining tool improving efficiency and accuracy, driving decision-making and fostering innovation....
Employee engagement and CX are powerfully connected. Empower employees with information and invest in them as people for great customer experience and business....
An in-house customer service team that is steeped in company culture sounds great. But it isn’t a practical fit for all businesses. A customer service business outsourcing, or CS BPO, makes sense to save time and money....
Customer relationships impact the amount of business a company does. To have these great relationships companies need to create great CX. Does your company use these tips?...
QA metrics are important for gauging and maintaining quality and thereby customers. Contact center analytics can track and parse many of these alphabet soup metrics....
In today's highly competitive business landscape, customer service is the differentiator between brands. There are ways to unlock better customer feedback and service agent scoring to keep a competitive service edge. ...
With all the talk of Gen Z vs Boomers or the differences between Gen Z and Millennials, it's important not to forget the most awesome Generation - Generation X. In this blog post, we will discuss what makes Generation X customers different and why...
As a customer service leader you know that providing great customer experience is essential to the success of your business. According to research it’s Gen Z that follows brands most on social media at 61% compared to 53% of Millennials and 36% of Gen X...
With its large population size (over 70 million) and increasing purchasing power ($143 billion annually), of course brands are eager to connect with Gen Z customers. To engage this generation, it's important to unlock these 5 secrets of the CX Gen Z wants from brands....
You can’t stop the AI wave, but you don’t have to get drowned by it. You can get in the water by using accessible AI support apps available on Zendesk that integrate with what you already use. Your company doesn’t need to be gigantic or...
For the customer service industry, how can generative AI tools like ChatGPT impact the future of contact centers?...
The negative nickname of ‘cost center’ applied to contact centers works against the success of quality customer service. Recognize opportunities for contact center revenue and cost reduction. This helps get bosses on board with investing in customer service as a profitable sales tool. ...
Digital customer service options are able to help manage the support challenges businesses are facing. The question is, should they be the only options customers have? ...
The new year brings new trends besides inflation, staffing issues and severe weather. The contact center and customer support industry continue to evolve. Data and customer service professionals have insight into 2023 customer service trends and the reasons behind them....
The holiday season is rife with customer service horror stories from both customers and workers. But there are the wonderful ones that keep the seasonal spirit alive and well. Here are happy holiday tales of customer service heroes to draw inspiration and good vibes from...
A customer first policy is not always best, even for the customer, when it’s missing key components for success....
Times, they are always a-changing. No longer silently taking poor treatment, employees and customers have pushed back against companies: employees via the Great Resignation, and customers with changing brand loyalty. Inflation in the US is at a decade high on the heels of two already...
Nudges don’t remove freedom of choice, they make a certain choice more attractive. The aim is to make those preferred choices beneficial to the chooser. We’re not focusing on negative nudges or those meant to manipulate for the benefit of another party. In the case...
Both customer success managers and customer service exist to make and retain money while servicing the customer. For our first post concerning customer success roles, we’ll focus on what makes them different from customer service and how they support each other....
The industry has trained customers to be rude with a cycle of lies in customer service and poor handling of issues. If you don’t watch your words you train your customers to do the same. ...
For customers seeking resolution, the direct experience of another customer can be more helpful than a company’s poor, time-sucking service merry-go-round. Your customers turn to places like Reddit when they can’t (or fear they can’t) get resolution through your company support channels. ...
Customers want you to know how they feel. They don’t want to be blindsided by an epic survey full of non applicable questions that interrupts them trying to get their issue solved. The key is smarter surveys that give you usable customer service data, while...
Lego receives in excess of 4 million customer calls per year. Many of those calls are for replacement pieces that customers have lost. Even though these are not the fault of the company, Lego does their best to accommodate and with style. These happy customers...
Putting two important metrics in perspective and understanding why they are both measured with 5 examples each of CSAT vs NPS®....
You want to be the best in your industry. Listen to the advice of some of the best. Here are some aspirational customer service quotes from the pros on practices to aim your business for the stars. ...
Building customer trust requires follow up and understanding your customer preferences....
Latency, language differences, awkward auto-corrects, improper use of emojis (no, the poop emoji is not chocolate and 'LOL' doesn’t mean lots of love): there are many challenges for communication in contact centers with omnichannel customer access. Upgrade your approach to communication. ...
Do you want to be known throughout your industry as the absolute worst in customer service? Are you eager for the kind of negative reputation that vitriolic customers can give you? Is being sued by your customer base one of your top goals? If so,...
Yeah, we know. Relationships are hard. But human beings (and businesses) don't do well on an island alone. Build your CX and EX together....
There are many aspects to leading in customer service success. Depending on the company, customer service can conjure anger and disappointment or warm fuzzies and devotion. Today we’re looking at: Industries known for great service; Companies that are setting the standard; What makes a great...
The 2021 holiday buying season is riddled with post-pandemic challenges including. Let’s look at the current crazy state of affairs....
Updated 2021 (originally published Sept 2019) Machine learning based tech is becoming more sophisticated with virtual influencers, robot assistants, AI making appointments by phone. Talking AI in customer service, it's not ironic to mention feelings, because it's humans that this tech is meant to support....
Businesses must evolve as the people who work them and those who buy from them evolve. Changes in CX and EX in customer service have to come at the speed of change in the world as a whole....
Make managing your remote customer service team easier with CSAT.AI....
Do you love your customers? Do they know it? Customer love nurtures your B2C relationships....
Welcome to CSAT.AI for customer experience and quality assurance, your new best friend. With this innovative tool QA monitoring is automated, covering all of your chat and email interactions. CSAT.AI supports your agents with real time feedback enabling them to provide excellent customer experience....
Futurism: “concern with events and trends of the future, or which anticipate the future.” ...
Let’s get clear on empathy, what it means and how it fits into creating great customer experience and your company culture....
In Hubspot’s recent The State of Customer Service in 2019 report, they mentioned the earliest recorded customer complaint from 1750 BCE. Wow. This industry has some history. What about the feel good moments? In preparation for Customer Service Week we’re celebrating some customer service successes...
Are your customers caught in a customer experience time loop? Your customer facing AI solutions, like chatbots, never tire of repetition. However, your customers and agents do....
There is the doom and gloom approach that AI will take over jobs and dehumanize the experience. When used strategically, AI enhances CX, and shows human and machine are best together. ...
There are many challenges to outsourcing to a contact center. One of those challenges is channeling the company vibe so the customer service experience fits the brand. There are key tools that help make brand voice come through in your customer service experience....
Contact Center speak may sound like a jumble of letters, but these QA metrics and terms represent important data. That data empowers you to create great customer experience and save on contact center costs. ...
If you make customers feel good they are likely to stay and more likely to share, like, subscribe, re-post and buy more....
Beth contacted her wireless provider via chat to ask about data upgrade options for her phone plan . The customer service rep, Dale, answered her question with ease. Beth thanked him, they talked about how cool the most recent “Game of Thrones” episode was and...
Captain Marvel is not only a powerful super heroine, her catchphrase has business applications - higher, further, faster. Take some tips from this superhero’s motto and raise your customer service game....
Slow like an LA rush hour or fast like a New York minute, change is inevitable. Companies that have passed the century mark realize that change is good, like new ice cream flavors. They are embracing the connection between longevity and customer experience, so they...
45% of agents don’t feel they have sufficient tools for success. Why is that? How can you support your customer service agents and improve customer experience?...
“I’m sorry, that is not a valid entry,” is not the most empathetic response to a customer inquiry. Yes, AI and automated menus can streamline the customer service process, but don’t forget the human touch of empathy. AI Everywhere It is amazing how far artificial intelligence has...
Customers. They are the heartbeat of all business. After all, businesses without customers don’t stay in business. They are the gas to the engine. The sunshine to the garden. It is vital to keep and grow your customer base. That means providing an exceptional experience with customer service. Product...
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