How to transform Customer Service Experience with Speech Analytics?
Improving customer experiences is one of the important areas of focus for leading brands.
Customer Service
Go Beyond Net Promoter Score To Measure The Customer Experience Effectively
Forbes defines the Net Promoter Score (NPS) as an index used to determine how willing customers are to recommend a brand, product or service. Most brands rely on software developers, such as Zendesk, to create this poll. The answers create a popular metric used to evaluate the customer experience. Customers rank the probability of their …
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4 Golden Contact Center Quality Monitoring Trends of All Time
When we speak to contact centers about what’s happening in their organizations, Quality Monitoring (QM) and Quality Assurance (QA) are the two challenges that they often mention. Although you can find there are several effective strategies of quality monitoring available on the internet, not everything makes sense.  Instead, there are some ideal ideas and trends …
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5 Strategies to Enhance Proactive Customer Service
Proactive customer service is about foreseeing client needs and meeting them before they have to ask. This type of service is also aimed at increasing retention rates while boosting performance. Unfortunately, many companies do not employ proactive strategies. Instead, they flounder with reactive services, which means that they are always behind the curve when it …
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5 Effective Tips to Raise Your Customer Service Standards
What Are Your Company’s Customer Service Standards? According to the Institute of Customer Service, your company’s customer service standards should include clearly defined and communicated expectations for timeliness, applicability, and accuracy. Service-level agreements are ideal examples of defined standards. It’s not enough to say that you’ll answer all calls within a reasonable period of time. …
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Essential Customer Service Skills for Every Call Center Agent
As the primary point of contact in the customer experience, call center agents to play an integral role in the success of a company. A negative encounter with a service representative may drive a potential long term customer to a competitor, while a positive interaction can result in long-term retention and referrals. Quality customer service …
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How to Provide Customer Service With Servanthood
Regardless of how many employees your call center has, customer service should always be on everyone’s mind at all times. Treating customers in a cordial and friendly manner should be a requirement, not an option, and call center employees should understand the value of providing exceptional customer service. When a customer calls, the person who …
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4 Pillars to Customer Service Strategy to Deliver Extraordinary Customer Service (Part 1)
Keeping customers happy is a top priority for businesses across the board in this highly competitive market. An unhappy customer or a customer who has been unable to get the information, resolution or help they need will almost always find another business that does exactly the same thing as yours, only with better customer service. …
Live Chat Best Practices to Deliver Superior Customer Service
With the Internet being the primary source of shopping and finding information before making a purchase, offering a customer-friendly browsing experience is paramount for any business website. A common feature on websites today is the live chat service. Live chat service gives customers the opportunity to ask questions before making a purchase and address concerns …
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Top 7 KPI’s to Measure Your Customer Experience Levels
Enhancing customer experience is an absolute priority for corporations today. To determine if customer service meets expectations, you need the ability to measure the key performance indicators (KPIs). There are numerous KPIs for measuring the success of your customer service strategies. Following are the top seven KPIs your business might consider utilizing to measure customer …
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Organizing Customer Support on Social Media the Right Way
These days, social media and customer services are essentially one and the same. Companies are better able to take care of their customers, and customers are better able to connect with the companies they support. No matter how large or how small your company is, there are a few things you can do to better …
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9 Effective Tips for Customer Service on Social Media
Not only has social media changed the way we communicate and reconnect with old classmates, family and friends, it’s also changed how companies connect with their customers and audience. Learn the nine steps of the customer service dance as you strut across the social media floor. 1. Make Sure Your Support Teams Are Well Trained …
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Redefining Shopping Cart Abandonment In Face Of New Challenges
Abandoned shopping cart rates are a crucial metric for retailers who are concerned about increasing online conversion. Thousands of dollars are invested by businesses to optimize their websites to ensure better customer engagement and higher customer satisfaction. Shopping cart abandonment remains the most touchy issue online retailers’ face despite taking every possible step to counter …
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Exceptional Customer Service with an Omni-Channel Strategy
The staggering advancement of social media, digital technology, cloud computing and other tools combined with a revolution in how people choose to share information has changed the game for all businesses, and many of them are caught up in the rush to open up multiple communication channels while also trying to focus on keeping their …
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Today’s Shoppers Expect Great Customer Service No Matter Where They Shop
With a brick and mortar store, you have a team full of customer service specialists available to help your customers at any moment. For catalog customers, your contact center is staffed full of knowledgeable agents ready to answer questions and take their order. But who is helping your online customers at the moment their shopping? …
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Live Chat Helps To Efficiently Cater To Customer Needs
Maintaining a strong online presence is key for virtually any kind of business as it helps in efficiently targeting and converting online consumers. A couple of years ago it used to be looked at as fancy or high-tech to have a chat on a website, whereas today, its almost looked down upon if one does …
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How to Take Customers’ Feedback in Real Time
The best businesses are looking to rise above the commoditization of the marketplace and place service at the forefront of their strategy. However, in an ‘always on’ civilization, the demands of keeping on top of customer experience and conversations can seem overwhelming. Most companies now operate some sort of feedback system, but this is not …
Five Frequently Asked Questions About Using Call Monitoring to Improve Performance
Ensuring that your agents are producing successful calls depends on much more than a thorough initial training. Quality management should be ongoing, involving regular training and constantly updated goals. Managers often implement a system of quality assurance using call monitoring to improve performance on a continuous basis. Here are a few frequently asked questions about …
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Top Reasons You Haven’t Added Live Chat to Your Website
Businesses and educational institutions alike have taken to the internet to build their presence and drive customers to their doors, all in an effort to bring in additional revenue in a cost-effective manner. However, many website visitors feel disconnected from help when they have questions. A phone call can involve long hold times and transfers, …
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Improving the Customer Experience in Your Call Center Means Looking at the Whole Picture
Quality assurance in the call center is a critical piece to success. It can help to improve each customer experience, improve efficiency and give productivity a robust boost. In order to make improvements, managers must stop trying to randomly pinpoint and repair problems. Call centers tend to thrive when a bottom-up method is used to …
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