Thousands of call centre, customer contact and telemarketing professionals will flock to London’s ExCeL in March to get a glimpse at the future of the industries. Taking place on the 21st and 22nd, Call & Contact Centre Expo is an informative and captivating exhibition and conference designed to showcase the latest and most effective developments [...]
Ashley Phillips reveals some very identifiable traits that set the best CSRs apart from the rest..
Your most important assets are not your customers and your employees. It’s how your customers and your employees feel about your company..
Riding on the growing trend of online shopping are customer chargebacks. Here are some key ways to deal with them..
Customer satisfaction has always been a key contact centre metric, but now increased emphasis on customer experience has made it a focus for many boardrooms..
Online shopping rates have never been higher as consumers continue to abandon traditional brick and mortars in favor of online e-tailers. The current retail crisis has created a real demand for speed, convenience and optimization in e-commerce, and in response, retailers are increasingly leveraging tech capabilities to create new ways to engage with consumers and [...]
Cindy Solomon invites you to check out these five secrets to creating a mind-blowing service culture..
New research shows that customers are just as likely to share a positive experience as a negative one. Read on to learn more..
A phone call from entrepreneur and customer service guru Kym Illman to his airline carrier recently ended in him providing the unwitting call centre staff member with some on-the-spot training in phone skills..
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..
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..
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 [...]
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..
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..
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..
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..
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 [...]
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..
Following a poor customer service experience with his bank, Shep Hyken discusses the importance of customer confidence..
