Why Contact Centers Should Offer Texting to Customers

This post originally appeared on ICMI. The use of digital channels for customer service is on the rise. Recent research by Dimension Data found that over 35% of contact center…

Source: www.onereach.com

SMS is another channel to interact with customers- neglect it at your peril-  #custserv #cctr #callcenter #cx

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The Customer-Service Quandary: Touchy Feely or Do It Yourself?

The measure of good customer service is that people like you at the end of it. But there are two schools of thought on how to get there: build a personal relationship with the customer or emphasize judicious use of his time.

Source: www.wsj.stfi.re

The challenge is ‘No service, the best service’ or is ‘More service better’? @Amazon and @Zappos line up on opposite ends of the spectrum #custserv #custexp #cctr

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5 Steps for Hiring Exceptional Customer Service Agents

There’s an immense difference between aspiring to deliver exceptional customer service and actually delivering winning customer service. 

Source: winthecustomer.com

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Are You Limiting Your Customer Experience, While Increasing Customer Churn?

Source: www.linkedin.com

Improve your #custexp and increase #retention – #custserv #cx #cctr

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Conference – Customer Service Audit

Conference – Customer Service Audit

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The Influencers: Customer Service Report 2015

The Influencers: Customer Service Report 2015 Courtesy of OneReach

In today’s world, customer service is becoming more important than ever. Research from Deloitte has found that over 60% of businesses think customer service is a competitive differentiator, and over 90% of customers who have an effortless service experience will buy from a brand again.
In honor of Customer Service Week, we asked industry influencers for their opinion on the #1 way any company could improve customer service. We received thoughtful answers from each expert, including but not limited to:
Peter Shankman, customer experience futurist and author of Zombie Loyalists: Using Great Service to Create Rabid Fans
Marsha Collier, Forbes Top 20 Women Social Media Influencer and #Custserv chat founder
Shep Hyken, customer service expert, business speaker & New York Times bestselling author
Kate Nasser, The People Skills Coach™
Colin Taylor, CEO & Chief Chaos Officer, The Taylor Reach Group, Leading Contact Center and Customer Service Expert
Roy Atkinson, customer service advocate and #Custserv chat founder
Bill Quiseng, award-winning blogger and writer
Annette Franz, CX expert and mentor

Download your copy from OneReach here

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