Comm100

NOVEMBER 28, 2022

Now, as we look to the future of customer service in higher education, we see that institutions are expanding on the progress of remote learning tools with new channels for student services. Read on for the top five higher education customer service trends you’ll want to keep on top of.

Education 98

Education Customer Service Omnichannel Social Media 98

Customer Service Life

OCTOBER 13, 2020

I was about 12 years into a career in customer service, still trying to figure out what my career would be. Somewhere in there, I came to grips with the fact that customer service is my career and I’m proud of it. Starting a blog about customer service became instant accountability for me.

Customer Service 185

Customer Service Contact Center Gaming Education 185

CX Accelerator

MAY 15, 2019

While it’s important to adapt to technological change, it’s important also to be able to look at your customer service function and seek to improve what’s there already. But customer expectations are on the rise, and our agents are rarely in the best place to recommend improvements to the customer experience as a whole.

Contact Center 51

Contact Center Customer Service Start-ups Technology 51

Shep Hyken

FEBRUARY 16, 2022

The other will share the same information, but at the same time will educate you why one is better – or not – than another. It’s because they educated you and made you smart! . When you make a customer smarter, at least two things are happening. Creating an educational experience is a powerful customer experience strategy.

Education 119

Education Customer Loyalty Customer Service Sales 119

Bill Quiseng

APRIL 18, 2021

Social media is bad for customer service. Whether ranting or raving, customers are telling stories online about businesses whether those businesses are listening or not. But I am not against monitoring social media or using it as a responsive customer service channel. QUI CUSTOMER SERVICE LEADERSHIP STRATEGY.

Social Media 167

Social Media Customer Service Education Legal 167

Experience Investigators

JANUARY 18, 2022

Why does Customer Experience Training Matter? It’s common for Customer Experience (CX) to be misunderstood as reactive customer service, support, or even ‘just being nice to customers.’ I like to define Customer Experience as: A mindset. Consistency in education sends a message.

Education 137

Education CX Customer Feedback Customer Experience 137

ECXO

OCTOBER 5, 2023

You can also learn more on our Third-party webpage: [link] CX & EX & PX Tech Buyer Guide to Higher Growth Price: € 260 EUR Description: Learn how to get more value from experience management (XM) software for Customer Success, Customer Service, Customer Experience, Employee Experience, Partner Experience, and Marketing.

Education 156

Education Government CX B2B 156

ECXO

JUNE 23, 2024

” This is an excellent question, and I’m genuinely enthusiastic about discussing customer success! Transforming a standard customer service team into a highly efficient customer success team requires several essential steps. Educate your customers. Upselling and cross-selling.

CX 358

CX Customer Satisfaction Innovation Education 358

Callminer

MARCH 6, 2020

Managers play an integral role in ensuring high quality customer service, from hiring and training call center agents to monitoring performance, keeping tabs on vital call center metrics and keeping agents motivated every day. From my point of view, the most useful customer service interview question for managers is…”.

Customer Service 207

Customer Service Start-ups Education Gaming 207

ECXO

NOVEMBER 19, 2024

. • Customer Journey Stages : Break down the customer journey into stages—Awareness, Consideration, Decision, Retention, and Advocacy. Align each stage with strategies that guide customers smoothly through their own “Hero’s Journey.” Customer Complaint Analysis : Treat complaints as learning opportunities.

CX 296

CX Customer Experience Social Media Touchpoint 296

Customer Service Life

JULY 23, 2021

It got me thinking about customer service and how, when working with customers, we may not always know what will happen and we need to be ready for anything. What is in my Customer Service “Oh Sh*t Kit” may be different than yours, and that’s great. Ongoing education. A recovery plan.

Customer Service 134

Customer Service Education Customer Feedback CX 134

Bill Quiseng

JUNE 19, 2024

Educate with CARE. Serving customers because you HAVE TO is a job. Serving customers because you WANT TO is a passion. Bosses don’t care much about their employees and their employees could care less about the bosses or customers and will soon leave. Then … Educate with CARE. Empower for excellence.

Education 109

Education CX Customer Service Customer Satisfaction 109

Service Quality Institute

JANUARY 8, 2025

I started focusing on customer service in 1979. I released Feelings the world’s first customer service program in January 1980. I think today’s customer service is worse than 46 years ago. COVID gave everyone an excuse to abandon good customer service. That is the Service Strategy.

Customer Service 52

Customer Service Social Media Start-ups Education 52

Experience Investigators

AUGUST 20, 2024

Why does Customer Experience Training Matter? Customer Experience (CX) is commonly misunderstood as reactive customer service, support, or even just ‘being nice to customers.’ And no, you can’t just say “be customer-obsessed” and hope for the best. Set customer-centric expectations in the first interview.

Education 102

Education CX Artificial Intelligence Start-ups 102

Callminer

MARCH 6, 2020

Managers play an integral role in ensuring high quality customer service, from hiring and training call center agents to monitoring performance, keeping tabs on vital call center metrics and keeping agents motivated every day. From my point of view, the most useful customer service interview question for managers is…”.

Customer Service 182

Customer Service Start-ups Education Gaming 182

ECXO

FEBRUARY 10, 2025

Your brain is a master illusionist, piecing together fragmented information and filling in gaps with educated guesses. This means that the way customers experience your business is not just about what you offer but also about their mental state, expectations, and previous experiences. Now, apply this to customer experience.

Customer Experience 173

Customer Experience Construction Social Media Customer Expectations 173

ECXO

JULY 16, 2024

The Ripple Effect: Sleep and Customer Experience Elevated Customer Service: Employees who are well-rested are more attentive, empathetic, and responsive to customer needs. They are capable of providing superior customer service, addressing concerns efficiently, and creating a positive customer experience.

Customer Experience 348

Customer Experience Innovation Education Gaming 348

Bill Quiseng

MAY 2, 2021

While this reactive analysis is critical, it is just as important to embrace a proactive approach, taking as much time examining the positive comments for clues in the experiences that customers raved about in their surveys. Here are three steps you can take to move from reactive to proactive customer service.

Customer Service 136

Customer Service Social Media Education Customer Survey 136

Callminer

OCTOBER 11, 2018

Cory Peace is the Head of Operations at Simplr , where he helps customer service specialists provide top-notch customer service to high growth companies. In fact, many customers prefer self-service over waiting on a call or email for basic inquiries – they just don’t know how to do it.

Contact Center 561

Contact Center Non-Profits Compliance Education 561

Comm100

MARCH 27, 2023

Higher Education Chatbots – Everything You Need to Know In the competitive world of higher education, providing students with the very best support is key to increasing enrollment, improving student satisfaction, and reducing drop-out. This is where higher education chatbots come into play.

Education 91

Education AI Artificial Intelligence Sentiment Analysis 91

Comm100

FEBRUARY 24, 2022

So, how does live chat fare in higher education? . Today’s higher education students are primarily Gen Z (born 1997-2012), and it is this generation that has embraced technology more than any other. Here are the top reasons why higher education live chat is so important, based on the needs and expectations of today’s students. .

Education 96

Education Social Media AI Omnichannel 96

Comm100

FEBRUARY 24, 2022

So, how does live chat fare in higher education? . Today’s higher education students are primarily Gen Z (born 1997-2012), and it is this generation that has embraced technology more than any other. Here are the top reasons why higher education live chat is so important, based on the needs and expectations of today’s students. .

Education 19

Education Social Media AI Omnichannel 19

eglobalis

JUNE 27, 2024

Aligning the Organization’s Culture The organization’s culture should support and promote customer-centric values. This can be achieved through training programs focused on empathy and customer service, performance metrics prioritizing customer satisfaction, and leadership modeling these priorities.

Customer Experience 489

Customer Experience VOC Net Promoter Score Government 489

ECXO

JULY 26, 2023

CX pioneers boost their capabilities by investing in customer data platforms (CDPs) to give them a unified, 360-degree view of customers – across devices, channels, location, culture and time. Improve the omnichannel experience Real-time data enables businesses to provide a seamless omnichannel experience for customers.

Predictive Analytics 296

Predictive Analytics Education CX Touchpoint 296

Comm100

DECEMBER 1, 2022

Investment into higher education customer experience (CX) is growing – and growing rapidly. Customer service agents are the voice of every brand. What can education institutions do about this now? 71% of 16 to 24-year-olds think that customer service can be drastically improved by a quick response.’

Education 92

Education Omnichannel Gaming CX 92

eglobalis

JULY 25, 2024

A significant portion of European and UK influencers and educators in CX have not directly implemented or transformed CX in B2B or B2C environments. American companies excel in this by leveraging data analytics and customer feedback to continuously refine their offerings.

Customer Experience 512

Customer Experience Innovation CX Omnichannel 512

Bill Quiseng

MAY 24, 2023

It’s the same for customer service. You already know what customer service is, but to make it flourish, you and your team need to be reminded periodically. So, I offered people a continuous education in customer CARE. If you missed it, just follow it here: Don’t offer customer service training.

Customer Service 113

Customer Service Education Customer Loyalty 113

Uniphore

JULY 21, 2021

How can organizations more effectively direct customers to the knowledge they’re looking for? Gartner’s newest customer service report “Delivering Relevant Content and Knowledge to Customers Is Key to Great Customer Service” focuses on just these dilemmas. List your CX goals beforehand.

Customer Service 130

Customer Service Contact Center Social Media Engineering 130

Fonolo

JANUARY 14, 2020

Which customer service blog posts helped to shape the last decade for you? . When we look back at the customer support industry in 2010, we see a very different beast to the one we work in today. Here, we cover the 20 best customer service blogs and influencers to follow in 2020.

Customer Service 136

Customer Service Contact Center Social Media CX 136

Uniphore

DECEMBER 14, 2021

Through Cisco’s SolutionsPlus Program, Cisco’s customers and channel partners can purchase Uniphore’s conversational automation products to enable more efficient, frictionless and secure conversations between customer service agents and customers.

Sentiment Analysis 264

Sentiment Analysis Customer Experience ML Contact Center 264

CX Accelerator

JANUARY 11, 2021

Customer service as a differentiator. , Roy Atkinson shares this wonderful insight, "Tony Hsieh and his approach to customer service and CX impacted me and the industry in a big way. Inspiring service workers. He helped to give great pride to an entire generation of service workers. An innovative mindset.

CX 266

CX Innovation Contact Center Education 266

Bill Quiseng

JANUARY 25, 2023

In retail customer service, your people are NOT your most important assets. Ultimately, success in retail customer service is all about interpersonal skills. Ultimately, success in retail customer service is all about interpersonal skills. The right people are.” It must be consistent and continual.

Customer Service 103

Customer Service Retail Education CX 103

ECXO

JULY 29, 2024

Aligning the Organization’s Culture An organization’s culture should support and promote customer-centric values. This can be achieved through training programs focused on empathy and customer service, performance metrics prioritizing customer satisfaction, and leadership modeling these priorities.

Customer Experience 380

Customer Experience Net Promoter Score VOC Government 380

CX Accelerator

FEBRUARY 2, 2020

I first wanted to understand a bit about the educational background of CX professionals and gain insight into their individual journeys to careers in CX. He is an avid learner, and is constantly giving back to the CX and Customer Service community through his writings.

Customer Experience 320

Customer Experience Business Administration Customer Journey Map CX 320

Comm100

DECEMBER 8, 2024

Higher ed chatbots are reshaping the student experience, offering real-time support, streamlining processes, and opening doors to a more connected and engaging approach to education. While sufficient for basic customer service interactions, they lack the contextual awareness needed to address the multifaceted concerns of students.

Gaming 52

Gaming Education Compliance AI 52

ECXO

DECEMBER 25, 2024

Align marketing and sales strategies with customer-centric values. Why It Works: Customers who feel valued are more likely to stick around, providing higher lifetime value. Example Action: Develop email campaigns that focus on educational content and helpful tips rather than hard sales.

Customer Experience 156

Customer Experience Social Media CX E-commerce 156

Bill Quiseng

DECEMBER 6, 2021

Highlight your culture by introducing your core values, describing the empowerment processes that employees can use to exceed customer expectations and offering specific stories when employees went above and beyond for your customers. Don’t bore your employees with rote customer service training.

Legal 195

Legal Education Customer Service Customer Survey 195