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Successful Teams Live The Customer Experience

Check out a recent article on CustomerThink about having customer service/customer experience teams actually live the real customer experience that is delivered by your company The basic premise is that to deliver a great customer experience and truly understand the process, every employee needs[...]

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Call Scripts and Compliance Ensure Good Customer Experiences

The other day, we wrote an article on how to use script compliance measures to avoid publicly embarrassing mistakes for your company and your employees This conjures up thoughts about the latest Comcast Cable debacle that has played out publicly, like a fast moving fire, through the use of social[...]

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What Makes Customers Mad? How Speech Analytics Helps

According to a recent study, conducted by Harris Poll on behalf of ClickSoftware, which polled 2,051 US adults, they're mad!Take a look at these stats Due to their frustrations around poor customer service: 35% of those surveyed said they have cancelled their service or stopped using that brand[...]

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10 Surprising Customer Service Facts to Know

Mining calls for key words and phrases will help you discover an incredible amount about your customers, what makes them tick, what makes them buy, why they're unhappy, and what will make them more happy This presentation includes a lot of good statistics on customer actions and preferences, which[...]

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Customer Service Analysis: Keeping Track Of The Report Card

In business report cards can still exist This happens in the form of things like the customer service analysis tests that are run In these types of reports, the information being received details a lot about the operation of the business Satisfaction They always say that the customer comes first[...]

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Customer Service Resolutions for 2014

This is a great article on customer service tips and approaches for 2014 Numbers 1, 10, 23 and 24 are my favorites, and are all achievable by simply monitoring current customer conversations, extracting insights, and making adjustments/improvements to your company’s approach to listening to,[...]

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Why Customer Service Phone Calls Can Yield the Best Business Insights

When people actually pick up the phone and call you, (in today’s web and social media friendly world), there’s usually a strong reason Unless your business’ main target market is an older and more mature one, a phone call is a big deal Either it means that your customer[...]

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Building Better BI Using Call Monitoring for Customer Service Analysis

One of the many benefits of call monitoring is the ability for  customer service analysis Finding out how your customers are treated, how they react to special services, and how well your staff handles customer complaints are all detrimental to your business’s success Building usable[...]

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