The CX Coach Blog
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To Improve Your Customer Experience, Improve Your Agent Experience.
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What’s a CX Audit?
Companies with superior customer experiences achieve higher customer loyalty and more revenue growth. This is where the need for a Customer Experience Audit or CX Audit comes into play.
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What Does A Consultant for Customer Service Do?
A customer experience (CX) consultant focuses on optimizing every touchpoint a customer has with a business - not just the service interactions. From the first website visit, to product delivery, and filing a claim or return, A CX consultant’s job is to ensure each step meets or exceeds customer expectations. The result? Happier customers, higher loyalty, and better business outcomes.
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Developing an Effective Contact Center Strategy for Customer Service Success
Success depends on more than selecting the right partner. By understanding varying support levels, evaluating internal resources, designing a balanced partnership, appointing a dedicated relationship manager, and fostering a strong brand connection, you can set your BPO up for sustained success.
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How to Build Valuable CX Reporting
Creating meaningful reports requires moving beyond out-of-the-box dashboards. Leaders need to leverage platform data and build custom customer experience reports tailored to the unique needs of their organization. These reports enable them to make well-informed decisions and drive meaningful improvements.
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How to Outsource Customer Support: A Comprehensive Guide for Founders and Service Leaders
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The Benefits of AI For Customer Experience
Generative AI will be the next agent of change, shifting how customers get their information, and evolving the nature of work for customer service team members.
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How to Improve Contact Center Performance
At some point in your online store’s upward success, you may become frustrated with your contact center quality. They used to be great, but now they’re not. It may have to do with how well the brand scaled alongside the center.
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How to Do More with Less with Your Support Team
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Generalized Vs Specialized Customer Service Agents
While there isn’t a definite answer to which strategy is better, there may be one that makes the most sense for your business in its current state.
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How Online Retail Executives View AI in Customer Service
Businesses are changing how they operate, and fast. It’s left some customer service agents wondering if this revolutionary advancement will completely replace their roles.
With this in mind, I surveyed 100 Owners and CEOs of online retail brands between 10 and 250 employees to better understand their priorities for their CX Department with the introduction of generative AI.
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4 Valuable Trainings for Customer Service Agents
There’s lots of opportunities to continue developing your customer service team such as through accessibility training, DEI training, improv training, and mindset training for better performance results.
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When to Make Exceptions to Your Return Policy
Making exceptions for returns is a strategic move aimed at boosting customer satisfaction and loyalty. By considering customer history, the reason for the return, and the broader impact on your business, you can make a return an opportunity for a positive customer experience.
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Making the Most of Customer Satisfaction Survey Data
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How to Help Service Agents Warm Up to Answering Calls
Our reliance on phone calls as a society has significantly decreased, so answering the phone could feel unnatural, not just for some young people, but for many people
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How to Scale Customer Service While Maintaining Executive Visibility
The growth of an online business can be bittersweet: Seeing a vision come to fruition is invigorating, but scaling to meet current demands can be difficult. Depending on the stage of the business, here’s what this could look like for customer service
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Set These 6 Expectations for Your Remote Service Team
Having remote-related challenges with your customer service team?Set your expectations in these six areas.
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How To Give Service Agents More Control of Their Time
How do these new workplace shifts fit into the life of a customer service agent, whose performance may be measured by productivity numbers and whose schedule is likely dictated by customer service volume?
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Your Team’s Energy Level Sets Your Customer Experience
Your team’s energy impacts the customer experience. Imagine calling a customer service line and being assisted by someone with Level 4 energy, rooted in service, who will do anything to help you. Compare that to someone in Level 3 energy, who will help you… a little begrudgingly. Or someone in Level 2 energy who actually gets a little pleasure out of saying no, and most certainly does not want feedback on how that interaction could have gone better.
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4 Grounding Techniques for Service Agents
Customer service agents have a demanding role and can't always take a break. These immediate grounding techniques help customer service agents clear their mind.