Good vs Great Customer Service

Unboxed

Good vs Great Customer Service. Good vs great customer service can make all the difference to your bottom line. Did you know that 84 percent of businesses that focus on customer service see an increase in revenue as a result? Why Does Customer Service Matter?

Customer Service Chatbots – Best Practices

Mobile Coach

Back in 2018, there was a report that cited that 67% of consumers worldwide had interacted with a chatbot for customer support with a projection of 85% for 2020. Most web-based customer service chatbots rely on a menu system (this is sometimes called a guided chatbot experience) with buttons.

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Organizing Effective E-Learning Programs for Improved Airline Operations & Customer Services

G-Cube

A gradual shift from a conventional classroom-based training to online learning helps to boost overall quality and efficiency of airline services. The two major factors which help driving this transformation include- the need to improve the overall learning experience of employees in varied job roles such as maintenance, crew, engineering and others. With digitization, the aviation industry is leading at the forefronts in transforming their training landscape.

4 Key Reasons WHY You Should Meet the Needs of Modern Learners

Growth Engineering

The post 4 Key Reasons WHY You Should Meet the Needs of Modern Learners appeared first on Growth Engineering. Engagement L&D Online Learning competitiveness Customer Satisfaction customer service Employee retention Improve bottom line meet the needs Modern Learners risk mitigation

How social engineering helped criminals hack FIFA 22 accounts

emPower BPO

Using social engineering, this attack compromised accounts protected by 2 Factor Authentication. In this particular case, the hackers targeted the software’s customer service team rather than the customers. How social engineering helped criminals hack FIFA 22 accounts. As per the EA statement, cybercriminals used threats and social engineering – a set of very effective phishing techniques – against their customer experience team to compromise the accounts.

Cultivate a Culture of Customer Service

CLO Magazine

When FMC Technologies experienced rapid growth in a business sector, its customer service performance suffered. But when the western region’s workforce grew from 12,000 to 16,000 employees in two years, a comprehensive business review revealed customer satisfaction issues such as inconsistent service, late product delivery and client relationship concerns.

Turning your Customer Service Reps into Superstars

OpenSesame

Recently I was tasked with re-engineering our customer service effort. We had suffered several public relations black eyes from customer service fiascos. The suspicion had been that the norm for customer service had veered too much in the direction of quantity and not enough quality. Customer service reps (CSRs) had long been challenged by ever-increasing quotas.

Turning your Customer Service Reps into Superstars

OpenSesame

Recently I was tasked with re-engineering our customer service effort. We had suffered several public relations black eyes from customer service fiascos. The suspicion had been that the norm for customer service had veered too much in the direction of quantity and not enough quality. Customer service reps (CSRs) had long been challenged by ever-increasing quotas. I set up a desk in our current customer service department.

Essential Soft Skills for Engineering and Technical Teams – and How E-Learning Can Help

Capytech

Essential Soft Skills for Engineering and Technical Teams – and How E-Learning Can Help. Engineers and technical staff pride themselves on their technical knowledge and abilities. However, there are very few roles that exist in the modern workplace where an engineer can complete their duties in a vacuum. Therefore, it is also important that your engineering and technical teams develop their soft skills. Customer Service.

Growth Engineering Win Big At BESMA

Growth Engineering

We won the BESMA for Best Training Centre of The Year because our learning technology and training solutions have directly improved our clients’ sales performance and customer satisfaction. We work with each customer to design a tailored training solution that meets their specific needs. GAME, the UK’s leading video games retailer, used the Academy LMS to create their award-winning LMS, GAME Learning Zone , which has transformed their customer service training.

Ecommerce: One Size Does Not Fit All

The Performance Improvement Blog

It’s as if companies forget everything they know about customer service when they build a Web site. The gap between an elegant Web site from an IT point-of-view and the quality of experience from a customer’s point-of-view appears to be as wide as ever. If the developers of these sites had started with a great customer experience being the end-goal, they might not have had the launch problems that occurred. First of all, they take a one-customer-at-a-time approach.

5 Ways to Create an Exceptional Customer Service Experience

Degreed

What does a great customer experience look like to you? Now think about the customer experience with enterprise software – can you think of a time when you would say your experience was great? There is a lot of work that needs to happen behind the scenes to ensure a seamless customer experience. This starts with ensuring that we hire individuals with a passion for service. to help our customers deliver high impact launch and change management.

Customer Satisfaction and the Role of L&D

Growth Engineering

Customer satisfaction has always been a big aspiration for organisations, particularly in customer-facing sectors like retail. In the past, businesses might have gotten away with ignoring customer experience, but now the impact on the bottom line is becoming more pronounced. The Institute of Customer Service recently found that retailers that perform even slightly above the average achieve a sales growth of 7.6%. Improving Customer Satisfaction.

Customer Satisfaction and the Role of L&D

Growth Engineering

Customer satisfaction has always been a big aspiration for organisations, particularly in customer-facing sectors like retail. In the past, businesses might have gotten away with ignoring customer experience, but now the impact on the bottom line is becoming more pronounced. The Institute of Customer Service recently found that retailers that perform even slightly above the average achieve a sales growth of 7.6%. Improving Customer Satisfaction.

CEO Series: Customer Success – The Most Powerful Factor in Building a Sustainable Software Business

Mindflash

A company with a highly stable customer base and a strong sales engine offers reliable, predictable, and growing cash flows over time - the hallmark of a great business. As SaaS Capital and others have found, there is significant variability in the rates of customer churn across SaaS businesses, and as a result, significant differences in business quality. As a result, customer retention and its antithesis, churn, are the most important metrics in any subscription business.

10 Course Management Tools

Ed App

Price : Custom price available upon request. Price : Custom price available upon request. VAIRKKO e-Learning Cloud is engineered to meet the demands of L&D leaders looking for an intelligent tool to manage their courses. Price : Custom price available upon request.

e-Clippings (Learning As Art): Zone Alarm Listen UP!! This is NOT Customer Service!

Mark Oehlert

This is NOT Customer Service! My problem, beyond the obvious, is that the response from Zone Alarm acts as if this is just something that happens all the time (probably does) but worse than that - that it is somehow acceptable to create a product that routinely kills multiple hours of customers time fixing the problem! Now click the Service Tab, place a check in "Hide All Microsoft Services." This is NOT Customer Service!

Contact Center: Talented Managers are Force-Multipliers

PDG

Contact centers are trending toward super-agents who can engineer superior customer experiences. After all, if they mastered customer service, how tough can it be to show others how to do the same? Great workplace experiences help create great customer experiences. Contact Center Customer Service Leadership Customer ExperienceWhat kind of managers will be needed to support these agents?

Microlearning Case Study: Healthcare (Call Centers and Claims Centers)

Count5

Health Insurance Leader Improves Customer Experience. With the company’s expansion, its customer service and claims agent population also grew to manage separate health plans in 28 states and two international markets. Status quo training tactics became inadequate as training needs of these customer-facing employees are complex and different for every health plan. CSRs need to understand when and how to apply important changes during customer interactions. “q

5 Ways EdTech Ensures K-12 Students are Job Ready

MagicBox

Artificial intelligence experts, data scientists, medical transcriptionists, full-stack engineers, and customer service specialists are a few [.] The world is evolving at a pace not seen at any time before in history.

10 Key Benefits of Adopting Cloud Computing for Businesses

Hurix Digital

Cloud computing vendors are increasing the scope and number of services they provide via the cloud, and popular public cloud environments like Microsoft Azure, Amazon Web Services, and Google Cloud Platform are becoming more popular than ever. Improved Customer Service.

What is Experiential Learning?

Growth Engineering

For example, customer service officers could come face-to-face with an unhappy virtual customer and be asked to process a refund. How did the customer service officers feel when faced by the customer’s demands? What went well and what could be improved about their interaction with the customer? This time they may be able to create very happy customers – no cake needed! appeared first on Growth Engineering.

Knowledge Arcade Feature Focus: Initiating Behavioural Change with Quests

Growth Engineering

In an age when people can instantly get answers from a virtual assistant, or a search engine, expectations have changed. Customer Service tips. upload custom imagery and graphical assets. Just like all of our learning technologies here at Growth Engineering, Quests are fully gamified. The post Knowledge Arcade Feature Focus: Initiating Behavioural Change with Quests appeared first on Growth Engineering Every epic journey starts with a single step.

Mobile Learning Engagement on the Go!

Growth Engineering

Let’s say you want to challenge your learners to give an example of good customer service. appeared first on Growth Engineering. If you have a mobile learning initiative in place, or you’re looking to implement one, there’s something you should know: If you can’t engage your learners, it’s not going to have the desired impact. Not to worry, there are quite a few things you can do to generate enough activity to overload your server.

What is Epic Meaning?

Growth Engineering

In her groundbreaking TED Talk, ‘ Gaming Can Make a Better World ‘, game designer Jane McGonigal describes Epic Meaning as our desire to do something that matters, be involved with a goal and be of service. Customer Satisfaction. If your employees don’t understand your company mission then your customers definitely won’t. Giving employees a clear sense of purpose at work makes them better able to communicate the company mission and values to customers.

Why You Need Learner-Generated Content

Growth Engineering

Sometimes all you need to do to get people thinking is to ask them a question; for example, you could ask customer service reps to describe a challenging customer experience. If you want to find even more ways to fix your online learning, click the button below and turn your learning platform into an Engagement Engine! The post Why You Need Learner-Generated Content appeared first on Growth Engineering.

Using Mobile to Capture Informal Learning

Growth Engineering

Take customer service training for example; everybody knows why it’s important to keep the customer satisfied, but some customers can be more difficult than others. Ask your learners about an experience they’ve had with a challenging customer and give everyone the chance to learn from it. The post Using Mobile to Capture Informal Learning appeared first on Growth Engineering.

GETOGETHER 2017: Celebrating Customer Success!

Growth Engineering

It was Growth Engineering’s annual customer conference, The GETOGETHER 2017. Our awesome customers flew in from around the world, and truly wowed us and each other at this year’s GETOGETHER. The event celebrates everything our customers have achieved over the past year. For our customers the GETOGETHER was also an opportunity to meet each other, share ideas and see how others use Growth Engineering’s products, such as the Academy LMS.

How to Create an LMS Mission Statement

Growth Engineering

Some of them will demand a lot of customer interaction, others will have a greater focus on manufacturing. Why should any customer choose your business over your competitors? How do you relate to your customers? You can tell a lot about a business by who their customers are and how those customers are treated. If your training will have a large customer service element, this is a question that can’t be ignored.

The Future of Retail Training

Growth Engineering

Online shopping is set to dominate , meaning the skillset will move away from stacking shelves and manning tills, and towards managing social media, maintaining eCommerce websites and providing remote customer support. The typical store will be something more like a showroom where customers can spend time immersing themselves in the brand, rather than being another unit in a shopping complex to pop into. The post The Future of Retail Training appeared first on Growth Engineering.

The Future of Retail Training

Growth Engineering

Online shopping is set to dominate , meaning the skillset will move away from stacking shelves and manning tills, and towards managing social media, maintaining eCommerce websites and providing remote customer support. The typical store will be something more like a showroom where customers can spend time immersing themselves in the brand, rather than being another unit in a shopping complex to pop into. The post The Future of Retail Training appeared first on Growth Engineering.

Content isn’t a silo

Clark Quinn

As I mentioned in that last post, we can only look at the impact of L&D on performance if we can start working with data from the business units, but data from customer service influences marketing, and so on. Units that reach customers, for instance, include customer service, customer education, sales & marketing, and more.

How To Improve Memory Retention In Online Training

Growth Engineering

For example, tech troubleshooting, customer service complaints, or even complicated compliance issues that may result in costly citations. The post How To Improve Memory Retention In Online Training appeared first on Growth Engineering. Are your employees really absorbing the information? Or is the forgetting curve putting a strain on workplace productivity and company profits?

Programmatic Chatbots vs Machine Learning

Mobile Coach

However, anyone who uses these services for even a few minutes knows we’re a long way from the chatbot dreams of sci-fi films. Rules Engine. The authoring interface gives authors full access to MCP’s robust rules engine–no developer experience required. Custom Parameters.

The Customer Education Experts Directory

learnWorlds

Since the outbreak of the global pandemic, customer education has become a hot topic of discussion, and for a good reason. Recent research findings collected by Intellum (2019), present the importance and highlight the effectiveness of customer education on a wider spectrum.

Addressing Training Challenges of the BFSI Sector through Robust Learning and Performance Management Systems

Your Training Edge

Most of the industries face challenges when it comes to corporate workforce training, and the Banking, Financial Services, and Insurance (BFSI) sector is no exception. The companies also want to deliver a personalized training experience for sales employees as well as customer services. The Analytics Engine implemented with modern LMSs also helps to create personalized learning paths as per the pertinent training needs of all.

Dealership Employees Need Training on KPIs to Achieve Overall Business Goals

G-Cube

increase in customer retention, and tremendous increase in “Good Value for Cost of Service” scores. They achieved this through customer engagement training rolled out for their frontline staff at all dealerships. Service EngineersService engineers need to understand the why and how of their KPI metrics around productivity and efficiency. There are many other roles at a dealership that are critical but not customer facing.

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