Tag Archives: customer-service-experience

3 Takeaways from Our Live Discussion on Crisis Management for Customer Service [Video]

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3 Takeaways from Our Live Discussion on Crisis Management for Customer ServiceLast week, Fonolo hosted an insightful live discussion on how to handle customer service in a crisis. This expert panel discussed what brands can do to ensure that customer service is not compromised during times of stress in the contact center. They touched on social media for crisis management, reducing customer frustration, and so much more! To save you some time, we’ve extracted video snippets showcasing highlights from the discussion.

First, let’s take a quick look at the panel of speakers: Nate Brown from UL EHS Sustainability, Jim Rembach from Beyond Morale, Shep Hyken from Shepard Presentations, Rainer Uphoff from Avionline, Omer Minkara from Aberdeen Group, and Shai Berger from Fonolo.

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6 Things to Do When You’re Put on Hold

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6 Things to Do When You’re Put on HoldIf you’re reading this, there’s a good chance you’ve been placed on hold at least once in your lifetime. In fact, 45% of customers can’t remember having a recent positive experience, and 35% of them say it was directly related to poor response times. This is a serious problem since timeliness is the most important thing a company can do to provide good service. When organizations make customers wait for assistance, it can force them to seriously question why they still do business with you at all. Take a quick look at onholdwith.com for some shocking insight on hold time offenders, or check out our annual list of the Top 10 Worst Companies to Call.

Okay, okay, we’ve spelled out why hold times are so terrible, but unfortunately they are still a regular occurrence. Let’s see how we can try and make it a little more bearable.

Here are 6 things you can do to make it through those long, lonely, wait times: Continue reading →

How to Deliver Great Customer Service in a Crisis [Live Discussion]

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How to Deliver Great Customer Service in a CrisisOn any given day, contact centers run the risk of experiencing a surge in call volume. That risk is amplified when unexpected events like poor weather, high agent absenteeism, or technical issues occur. When these things happen, call centers must be prepared to address customer needs in a timely and courteous way, despite the challenging situation. News of poor customer service reaches more than twice as many ears as praise for good service, so reducing the number of negative interactions is integral to a brand’s reputation.

Although most companies understand this, they continue to leave customers on hold. Brands who value the customer experience know that this is not acceptable. Luckily, with the proper solutions in place, any contact center can effectively deliver high quality service, even in a crunch. Continue reading →

3 Ways to Sharpen Your #CX Skills

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3 Ways to Sharpen Your #CX Skills“Ten years ago there was no web chat, smart phone apps, social media, and very little email. Today, digital interactions account for over 35% of all interactions and, at the current rate, will overtake voice in two year’s time.” – 2015 Global Contact Centre Benchmarking Report

Seeing as digital channels are still in their relative infancy, we can deduce that the customer experience will evolve in ways that have yet to be realized. It takes time, effort, and extensive customer listening to truly smooth out the kinks in any customer journey. Which begs the question: Will you be a party to that change? Today, 93% of corporate leaderships place customer experience improvement on their list of strategic priorities. Saying this I’m reminded of the most recent episode of ‘Silicon Valley’ where Pied Piper’s UX design falls completely flat (500,000 downloads returned a measly 19,000 daily active users). And although the technology itself is brilliant, the everyday consumer wouldn’t know that because the user experience wasn’t clear, leading them to abandon the product completely.

Customer experience should create a flawless journey for customers, where every action they take has a viable reaction. But how can you know what changes your organization needs to make this happen? Here are few ways to stay in-tune to your business customer experience outlook: Continue reading →