TechSee

JUNE 16, 2022

As companies embrace the digitization of customer support, the new standard is much more than a phone conversation with a call center representative or a visit from a field agent. With a career spanning over 20 years, Eric has an extensive amount of experience in Contact Center and 3rd party and onshore vendor management.

Customer Service 251

Customer Service Contact Center Chief Customer Officer Call Center 251

Stella Connect

JANUARY 4, 2022

Customer service coaching refers to the practice of ongoing communication between the agent and their manager to hone in on how to improve on specific skills, achieve specific goals, and develop their craft so they can handle even the most difficult customer interactions. Coaching Customer Service Agents for Individual Growth. “A

Customer Service Training 97

Customer Service Training Training Tips Customer Service 97

Kustomer

JUNE 27, 2022

How to Choose the Right Customer Service Software How to Measure the Effectiveness of Customer Service Performance. Five9 UJET Aircall Stella Connect RingCentral Ada 8×8 Klaviyo Simplr Delighted Dialpad Shelf. Five9 UJET Aircall Stella Connect RingCentral Ada 8×8 Klaviyo Simplr Delighted Dialpad Shelf.

Software 98

Software Tools Customer Service Self Service 98

TechSee

JUNE 25, 2019

The two fields attracting the most AI investment last year were automated AI-powered customer service agents, which raised $4.5 Customer-facing AI technologies are especially relevant to assisting in customer identification, call classification/routing, chatbots and predictive personalization. Customer-facing AI technologies.

Technology 122

Technology Customer Service Contact Center Gamification 122

SurveySensum

DECEMBER 22, 2023

During the call, the agent asked for a 5-star rating in the NPS survey, explaining that it impacted his monthly review and incentive. Businesses (their agents) use tactics like offering incentives to customers, badgering or threatening customers, etc, to manipulate their NPS scores. So, how to stop this?

NPS 52

NPS Customer Centricity Survey Feedback 52

Pointillist

JANUARY 25, 2019

By Swati Sahai Call centers are an operationally-complex element of your business, but they play a big role in your customers’ experience with your company. It’s no easy task, but the right mix of call center metrics and KPIs can help you stay the course.

Call Center 75

Call Center Metrics Effort Score Abandon Rate 75

Comm100

OCTOBER 11, 2017

Once you decide to engage in social media customer service, the next step is coming up with an effective strategy for implementing it. If you want a well-rounded, capable, and effective social media customer care team, then the answer is all of the above. Introduction. Should it be customer service? Download Free.

Social Media 116

Social Media Customer Service Strategies Strategy Customer Service 116