Execs In The Know

MARCH 31, 2025

by Mike Myer, CEO and Founder of Quiq Customer expectations in the airline industry have reached new heights, and delivering a standout experience is no longer optional. Spirit implemented a CRM that connected all customer touch points, empowering agents with a full customer interaction history and loyalty data.

AI 78

AI Customer Experience Net Promoter Score Legal 78

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

Inside Customer Service

APRIL 15, 2021

In customer service, we take this definition a bit further. Empathy means understanding the negative emotions your customer is experiencing and taking action to help them feel better. Customer service managers tell me empathy is the top skill they hire for. Why is empathy important in customer service?

Legal 246

Legal Customer Service 246

CX Accelerator

APRIL 1, 2022

Tell me if any of these fears around the topic of transparency sound familiar: If I give the customer too much information, can they use it to sue our company? If I tell the customer what happened, could I potentially get in trouble with the “legal department” and lose my job? Back to CX Accelerator Blog Home.

Legal 266

Legal Contact Center Social Media CX 266

eglobalis

AUGUST 28, 2024

It is the gap between a stimulus—say, a marketing message or a customer service interaction—and the individual’s unconscious response. Understanding this distinction helps in more nuanced evaluations of ethical and legal situations. This trust, in turn, fosters loyalty.

Customer Experience 373

Customer Experience Legal Customer Relationship Retail 373

CX Accelerator

NOVEMBER 7, 2023

It was incredibly distressing to encounter a customer service representative who clearly couldn’t care less if I ever left my house again. A company might not be customer-centric if they… As I reflected on this experience, I realized that there were a number of indicators that this company might not be customer-centric.

Net Promoter Score 316

Net Promoter Score Legal Construction Social Media 316

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

Bill Quiseng

DECEMBER 6, 2021

It is really disappointing to new employees that the first day of orientation is spent on defining the rules and restrictions, usually required by the legal department, that, if not followed, will result in termination. Don’t bore your employees with rote customer service training. Send the notes to their home directly.

Legal 195

Legal Education Customer Service Customer Survey 195

Provide Support

SEPTEMBER 22, 2015

Social Media in Customer Service. Complaining customers are, unfortunately, an inevitable fact of business life. The way you respond to and handle their complaints will determine whether your customers share on social media how terrible your company is or will remain happily loyal to your brand.

Social Media 89

Social Media E-commerce Customer Service Legal 89

Customer Service Life

MAY 14, 2018

For many of us in customer service, we tend to be relational people. If a team leader is concerned that one of their employees may be stuffing their feelings with food, how do they even (legally) approach it? The post Eating Your Feelings in Customer Service appeared first on Customer Service Life.

Customer Service 90

Customer Service Legal Social Media Start-ups 90

Uniphore

NOVEMBER 17, 2021

As part of this hypergrowth phase, Uniphore has also expanded its customer base to more than 100 large enterprise organizations, including some of the world’s largest BPOs, telecom providers, insurance companies and financial service organizations. DTTL and each of its member firms are legally separate and independent entities.

Technology 246

Technology Technology Innovation Entertainment 246

Bill Quiseng

FEBRUARY 15, 2016

Recently in a LinkedIn group, one of the members asked the following question: “The global economy is slowing down, but you’ve been asked to do the impossible: Control costs AND improve customer service experience. Here are three low cost ways that have worked for me in improving customer service.

Customer Service 92

Customer Service Legal Customer Satisfaction Customer Feedback 92

Callminer

NOVEMBER 18, 2020

If you wouldn’t do that in front of your mom, you shouldn’t do that while on the phone with your customer. We train our customer service reps to avoid playing off the caller’s emotions…”. You have to have grace under fire in any customer service position, but especially when you only have voice at your disposal.

Contact Center 345

Contact Center Customer Satisfaction Customer Service Outlook 345

Shep Hyken

FEBRUARY 14, 2022

Each week I read many customer service and customer experience articles from various resources. Are You Asking the Right Customer Experience Questions? My Comment: Our customer service research indicates that US consumers consider an easy return policy a reason to come back. accounting, legal services).

Customer Service 108

Customer Service Legal Customer Loyalty CX 108

Callminer

APRIL 20, 2020

Negotiating and drawing up a contract in some instances can carry legal fees, and continuing the relationship will have costs in time or possibly travel.” Pay close attention to the legalities of risk management when partnering with BPO providers.

Legal 286

Legal Artificial Intelligence Engineering Government 286

Help Scout

JULY 1, 2021

Often, customer service skills are transferable; however, in some cases there are significant differences that make things a bit more complicated. Take healthcare, for example: Outside of differing cultural norms, there are also laws pertaining to things like storing information or interacting with customers.

Healthcare 105

Healthcare Customer Service Legal Compliance 105

Help Scout

JULY 15, 2021

In this article, we cover four major pain points of delivering customer service in the education industry along with some tips on how to address them. By extension, those working in education support have the same responsibility, and failure to meet that responsibility could result in fines and possible legal action.

Education 116

Education Customer Service Legal Compliance 116

Zendesk

MAY 5, 2022

Internal service for employees is just like customer service. If you aren’t familiar with internal customer service, here are a few things you should know. What is internal customer service? Why is internal customer service important? Internal customer service trends and statistics.

Customer Service 98

Customer Service B2C Start-ups Legal 98

C3Centricity

NOVEMBER 16, 2014

Recently, I took a very early flight with British Airways (BA) out of Geneva airport and once again, BA staff demonstrated their excellent customer service. What has this got to do with your own customer service excellence? Isn’t it time you let your own customer service people free to best serve your customers?

Customer Service 89

Customer Service Social Media Legal Customer Satisfaction 89

Comm100

NOVEMBER 13, 2022

A Complete Guide to Omnichannel Customer Service. The state of customer service is always changing, and brands must keep up. Customers now use an average of nine different channels to connect with companies, and they expect the support they receive on these channels to be fast, convenient and personalized.

Omnichannel 98

Omnichannel Customer Service Social Media Healthcare 98

Intercom

APRIL 29, 2025

As AI becomes more embedded in our everyday lives, its more important than ever that the tools we use are trustworthy, secure, and compliant with legal and ethical standards. At Intercom, trust is the foundation of every product we build and every relationship we grow.

AI 52

AI Artificial Intelligence Government Compliance 52

CSAT.AI

APRIL 12, 2023

However, it’s important to effectively escalate the customer issues that need more attention. Whether from self-serve to your agents or from your agent to a manager or other department, a plan for customer service escalation is an important part of your successful support strategy. Escalation in customer service is inevitable.

Customer Service 87

Customer Service Sentiment Analysis Omnichannel Legal 87

Inside Customer Service

MARCH 4, 2021

How to connect BOH employees with customers There are a number of ways to give BOH employees more customer contact. Customer service software provider, Help Scout, runs a program called Whole Company Support where employees outside the support team spend time responding to customer emails.

E-commerce 157

E-commerce Legal Hospitality Hospitality 157

Zendesk

AUGUST 24, 2021

It’s a common myth that B2B companies aren’t as focused on customer service as their B2C counterparts. According to an Accenture report , over 90 percent of B2B leaders believe that providing a great customer experience is the key to reaching their company’s goals. How B2B and B2C customer service differs.

B2B 98

B2B Customer Service B2C Finance 98

Return Customer

MAY 18, 2016

In this age of digital media, brands have many ways to offer exemplary customer service to their customer base. The advent of social media has also enabled customers to share their own customer service stories , which, in turn, become the brand’s own walking advertisement and word-of-mouth. Love, Chowking.”

Customer Service 78

Customer Service Social Media Legal Business Consulting 78

Inside Customer Service

JUNE 17, 2021

Here's an explanation of the three concepts along how other statements fit in, like your customer service vision or brand promise. Regular readers know I often refer to a company's customer service vision statement , which is a shared definition of outstanding service that gets everyone on the same page.

Transportation 144

Transportation Legal Customer Service Technology 144

Customer Service Life

JANUARY 18, 2019

Creating a quality form for your customer service team can be a scary task. There’s no right answer here, but intentionality around these names can make a difference in how customers are perceived. And consistency in the way we address our customers matters. What’s your customer service philosophy or mission?

Customer Service 83

Customer Service Contact Center Legal Customer Satisfaction 83

Customer Think

NOVEMBER 30, 2022

The UK recently introduced some new legislation that has implications for customer service.Specifically, an amendment was included in the new Police, Crime, Sentencing and Courts Act 2022 that aims to provide new legal protections for customer-facing w.

Legal 72

Legal Customer Service Contact Center 72

Inside Customer Service

JANUARY 27, 2022

Many contact centers record customer phone calls and this disclaimer is often required for legal reasons. They also capture emails, chat sessions, social media responses, and other customer communication. When you review a call, the agent either correctly verified the customer's identity or they didn't. Email Address.

Contact Center 144

Contact Center Legal Construction Social Media 144

SurveySensum

MARCH 10, 2025

Key Use Cases of Conversation Analytics Did you know that 95% of customers say customer service is crucial in their brand loyalty decisions and 60% of customers have reported deserting a brand and switching to a competitor due to poor customer service?

AI 52

AI Text Analytics Compliance Sentiment Analysis 52

Beyond Philosophy

DECEMBER 22, 2016

Uber is fighting with the DMV in California about the legality of testing its driverless taxis in San Francisco. There is talk about computers replacing lawyers in the day-to-day legal work and systems that can predict treatment plans for cancer patients almost as accurately as a doctor can. They reported that 83% of U.S.-based

Legal 128

Legal Transportation Retail Customer Experience 128

The Customer Service Blog

AUGUST 17, 2022

The Customer Service Blog has got almost 250,000 readers across the world, making it a great way to get your articles seen by a large international business audience. The article should contain between 600 to 800 words and it must be directly relevant to customer service, customer loyalty, or customer satisfaction.

Legal 86

Legal Customer Loyalty Customer Satisfaction Customer Service 86

Comm100

FEBRUARY 12, 2025

Being one of Canadas most renowned legal firms, they needed a tool that was not just reliable but could also keep their files and documents secure. Step into the Future of Customer Service Discover how Comm100s AI-powered solutions can transform your customer experience. Contact us today for a personalized demo!

Legal 52

Legal AI Innovation Customer Service 52

Callminer

SEPTEMBER 5, 2017

Inconsistency or inaccuracy can put a company at risk as, in many cases, the information agents deliver is a legally binding disclosure that needs to be read accurately 100% of the time. Jack is also Founder & CEO of FM Outsource, an award-winning digital customer service outsourcing solution. Lindsey Havens.

Mystery Shopping 140

Mystery Shopping Legal Contact Center Start-ups 140

Fonolo

SEPTEMBER 28, 2022

Introduce surveys by using the customer’s name. FACT: 68% of customers expect empathy from customer service agents. Review restrictions to avoid potential legal issues, especially if you are working in a healthcare setting. They’re proven to improve customer retention and inform customer service strategy.

Net Promoter Score 138

Net Promoter Score Contact Center Healthcare Customer Satisfaction 138

Fonolo

APRIL 20, 2021

Often staffed with savvy, trained agents, these overflow handling services are skilled in interacting with consumers on voice calls. They can help reduce wait times while maintaining the standard of customer service that your organization has worked hard to level-set. SAS: Specialty Answering Service. Location: Canada.

Legal 148

Legal Finance Healthcare Customer Service 148

Help Scout

AUGUST 17, 2021

We know cash rules everything around us, but there are plenty of rules around cash too, and that’s just one of the challenges to delivering great customer service in finance. There are also customer relationships and expectations to manage. Pain point #6: Balancing service and selling. Pain point #7: High staff turnover.

Customer Service 82

Customer Service Finance Start-ups Legal 82