Practical Tips, News & Advice for Customer Contact Professionals.
There are many kinds of customer service, but how do you know which ones works best for you? One organization, Asia Premier One Source, has identified industry as a major factor in deciding what kinds of customer service you should offer. Here is an infographic that they put together.
2020 has been different from any year in living memory. The holiday season will be no different.
Today in customer service, there are two main paradigms through which you can view the ever-important customer journey. One of these is inside-out, and the other is outside-in.
Making new hires—particularly in the middle of a global pandemic—isn’t easy. You know that your customer service agents need to wear a lot of different hats while serving a wide variety of clients. They help with the ongoing growth of your company by making sure customers are satisfied and turning them from one-time buyers into […]
2020 has been a year of massive change for every business. Some industries and segments are surging, while some are almost at a standstill. Some organizations desperately need new employees, and some have been forced to release talent into a labor market that’s suddenly flooded with qualified candidates anxious for stable income.
The number of call center software solutions on the market continues to grow. After all, as technology continues to develop, it’s become easier and easier to utilize technology within your customer service strategy. There are things on the market in 2020 that customer service representatives of days past could only dream of, and some of […]
Every business owner knows that customer feedback is important for a company’s success. The relationship between the customer and the customer service representative can make or break a sale, and if you multiply that across hundreds, thousands, or millions of customers, you start to see the importance of high-quality customer service. But you won’t know […]
What is the gold standard of customer care? It begins with a great customer contact team. Today we have a special Q&A for you with the leader of one such team: Diana Beckman, Sr. Director of Global Client Services at Autodesk Inc.
In a previous article, we reported on Shep Hyken’s opening keynote at our virtual roundtable event Customer Contact Now. At this event, customer contact leaders, vendors, and experts came together to discuss the state of customer support and how leaders can help their agents succeed.
Last month, we kicked off an exclusive event for customer contact leaders across the nation. Our first-ever virtual roundtable event, Customer Contact Now, allowed customer contact leaders, vendors, and experts to get together and share their challenges, solutions, and best practices for making customers and customer service agents happier and less stressed during these challenging […]