Articles about customer experience
Top customer service strategies – No. 3 Recognise the importance of customer loyalty
Continuing with our series of looking at the Top 10 Customer Service Strategies, this month, Paul Cooper recognises the importance of customer loyalty.
(Read more...)Five tips to improve customer retention
Chris Summers shares five ways to help improve customer retention.
These tips can provide a valuable lesson to businesses on how to survive even in the most turbulent times.
How to introduce multi-skilling into the contact centre
Multi-skilling has been a hot topic in the contact centre for the last twenty years. In recent times, it has become more widespread and also vastly more complex.
James Barnes examines the benefits and pitfalls of multi-skilling in the contact centre.
Debunking the Customer Effort Score
The Customer Effort Score has got a lot of airplay – claiming to be the only customer service metric that you would need.
In this article, Guy Fielding looks at these claims and finds that although Customer Effort is a good supporting indicator, it cannot be used as the primary customer service metric.
Is email on its way out?
“Email is for old folks,” I was told recently. “The younger generation are more interested in texting, instant messaging or social media.”
So is email on its way out? We decided to ask our community.
7 ways to simplify how our customers deal with us
Reducing customer effort seems to be all the rage these days. So how can our customer service interactions be simplified?
Read on to find out seven ways to simplify customer service.
The top 10 customer service strategies
Here are the top 10 things that we can do to give our organisations a great reputation for service excellence. Over the next months we will then look at each one in detail to support the actions you are taking in your organisation to excel in this vital area.
(Read more...)Who will you call in 2022?
In ten years, how will organisations interact with their customers?
Dani Muir explores how a member of the public might contact an organisation in 2022.
5 strategies for improving your NPS score
Many of you will have used Net Promoter Surveys (NPS) to gauge the perception of your customers towards your company, products and services and to turn your existing customers into promoters of your business. The surveys can be a useful tool for learning what your customers like and dislike about your company and using their [...]
(Read more...)Training Cheat Sheet – Emotional Intelligence
This week we launch the final cheat sheet in the series of downloadable training materials on Emotional Intelligence.
(Read more...)Forum posts about customer experience
- The Top 25 positive words and phrases
- Incentive schemes that work
- Motivational Games
- Five phrases a Call Centre Manager should never use
- How do I - manage negativity to change?
- Practical tips for effective questioning techniques
- Top tips for building rapport on the telephone
- Top 5 ways to improve attrition in your contact centre
- Top tips for increasing telesales conversions
- How to improve empathy in the call centre
Forum
- Big Dogg on Time Based Exercise
- robtuck on Percentage Calls Answered in WFM
- Rupert on Mutli-Lingual Call centres
- pmdikola on Buiding relationship between QAM Team and Call Centre Agents
- kga1978 on Hanging up on abusive customers
- callcenterbrikkz on Introduce yourself
Comments
- Nexxphase on The Top 10 Call Centre Software
- daveh on Answers: The best games for a call centre
- Alex on Free call monitoring form
- Evanscat on Take away the Average Handling Time target
- Evanscat on Take away the Average Handling Time target























