BirdEye

MARCH 29, 2024

That’s why we’ve created this blog that features seven networks that every realtor should be a part of. How can real estate agents effectively use social media for marketing? You’ll learn how to craft a real estate social media strategy that’s not just good but great—bringing in new business.

Social Media 59

Social Media Tips Sales Advertising 59

Talkdesk

APRIL 1, 2020

In my previous blog , I stressed the importance of using cloud technology to quickly move call center agents to a safe, work-at-home environment, to continue support for their customers during the coronavirus (COVID-19) crisis. Have you done load testing at high volumes for a fully remote agent workforce?

Call Center 105

Call Center Contact Center Travel System 105

Lumoa

MARCH 21, 2023

You read blog posts and research articles if you want to learn more about a specific topic. I share some experiences from Rituals, a brand that excels in delivering moments worth experiencing and share some practical hands-on advice into how businesses could advantage from creatively designing and implementing working values.

Customer Experience 236

Customer Experience Chief Customer Officer Customer Experience Management Customer Centricity 236

Comm100

AUGUST 17, 2022

This blog recaps the best bits from this conversation. I want to go back to years and years ago when Delta Air Lines was the very first airline to introduce the idea of online booking, where you didn’t have to call the agent, you could actually do it online. People picked up on that and took advantage of it.

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Meeting How To Airlines Virtual Agent 176

NICE inContact

NOVEMBER 26, 2018

In lower or less predictable volume scenarios, BPOs can also share agents across clients for further efficiency. 24 x 7 coverage : agent attrition is always a challenge, especially in a tight labor market. Lack of specialized knowledge : outsourced agents are not your employees and may not be dedicated to your business.

Contact Center 120

Contact Center Contact Center Software Competitive Advantage Call Recording 120

Kustomer

JUNE 5, 2023

In this blog, we define live chat customer service, detail why customers love this CS tool, and dive into the many benefits of live chat. Live chat is when a customer support agent helps a customer in real time through a chat widget on a company’s website. With live chat, agents can manage multiple conversations at once.

Customer Experience 98

Customer Experience Competitive Advantage Chatbots CRM 98

Lumoa

JULY 17, 2023

It is no longer a competitive advantage but a necessity. However, if given the opportunity, more than half of respondents also said they would be willing to initially talk to a chatbot, and be transferred to an agent later. There are many studies that highlight consumers’ rising expectations regarding service quality.

Customer Experience 208

Customer Experience Strategy Self Service Chatbots 208

Call Experts

OCTOBER 5, 2023

In this blog, we’ll explore everything you need to know about call centers and those factors to help you make an informed decision. Whether you’re considering a contact center for home services, a lawyer’s office, or otherwise, here’s why they are indispensable. Why are Call Centers Important?

Contact Center 105

Contact Center Call Center Guidelines Customer Satisfaction 105

Call Experts

APRIL 8, 2024

In this blog, we’ll explore everything you need to know about call centers and those factors to help you make an informed decision. Whether you’re considering a contact center for home services, a lawyer’s office, or otherwise, here’s why they are indispensable. Why are Call Centers Important?

Contact Center 52

Contact Center Call Center Guidelines Customer Satisfaction 52

Call Experts

APRIL 8, 2024

In this blog, we’ll explore the topic of using a call center for utilities and how it can enhance the overall customer experience. Self-service options will empower customers and reduce the volume of routine inquiries, allowing human agents to focus on more complex and specialized customer needs.

Contact Center 52

Contact Center Self Service Multi-Channel Customer Service 52

BirdEye

DECEMBER 22, 2023

In this blog, we’ll cover what to look for in a small business phone system, which phone systems are the best for small businesses, and more. 3 advantages of small business phone systems The right small business phone system can elevate your brand’s image and significantly improve operational efficiency and the customer experience.

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System Self Service Analytics Communication 111

BirdEye

NOVEMBER 16, 2023

Fear not, because this blog is different. Host DIY home renovation challenges 17. Do review marketing to attract more customers Unlike the days of printed ads or flashy “For Sale” hoardings, home buyers look to real estate agent reviews to find the most trustworthy agent. Offer real estate investment workshops 14.

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Chatbots Social Media Consulting Financial 111

BirdEye

JULY 7, 2023

In this blog post, we’ll take a deep dive into how a customer service chatbot can elevate your customer support activities, what drawbacks it may have, and share real-life success stories. What are the advantages of customer service chatbots? What are the advantages of customer service chatbots?

Chatbots 96

Chatbots Customer Service Social Media Banking 96

Stella Connect

NOVEMBER 18, 2021

When it comes to setting priorities for the call center, it’s important to keep rewarding and recognizing your customer service agents top of mind. It should come as no surprise that loyal agents help drive customer loyalty. Give agents the chance to earn work-from-home days if they’re not already fully remote.

Call Center 78

Call Center How To Competitive Advantage Effort Score 78

NobelBiz

FEBRUARY 13, 2024

The algorithm predicts when agents will be available and which numbers are most likely to connect. It empowers agents with valuable insights, allowing them to tailor their approach and significantly improve the quality of interactions. This efficiency reduces idle time and increases overall contact rates.

Call Center 59

Call Center Self Service Software Contact Center 59

COPC

NOVEMBER 5, 2021

As a result of the changes since the onset of the COVID-19 pandemic, brand leaders are rapidly addressing their outsourcing partnerships in 2021 with enhanced work-from-home (WFH) and drastic competitive sourcing strategies. These are: Formalizing work-from-home (WFH) requirements and management. has seen our client’s experience.

Contact Center 52

Contact Center ROI Customer Journeys Touchpoint 52

Upstream Works

MARCH 26, 2020

Remote working is in the spotlight like never before, and work from home (WFH) has become the tech acronym du jour. Video use case 1 – healthcare in the home. There are many use cases for video in healthcare but engaging with patients in the home is particularly applicable when so many people are self-isolating.

Customer Care 78

Customer Care Video Healthcare Self Service 78

AWS Machine Learning

SEPTEMBER 19, 2023

One of the ways to handle multi-modal data that is gaining popularity is the use of multi-modal agents. Multi-modal agents are AI systems that can understand and analyze data in multiple modalities using the right tools in their toolkit. Detecting fraudulent collusion across data types requires multi-modal analysis.

Financial 100

Financial Multi-Channel Marketing Analysis 100

BirdEye

MARCH 1, 2024

This blog post tells you all about business call forwarding and how you can leverage the right solution to streamline productivity and customer communication. For example, if you’re a large home service business with franchisees in multiple locations, a call forwarding service can come in handy to route the call to the right field agent.

Customer Service 59

Customer Service Multi-Channel Call Recording System 59

CSM Magazine

AUGUST 18, 2021

The major barriers to simplification are closer to home than you may think. In the first blog in this series, we introduced the importance of adding simplicity to the contact centre. In this blog, we reveal the most common barriers to achieving simplification and how to overcome them. An effective strategy starts at the top.

Resources 52

Resources Touchpoint Technology Employee Engagement 52

Kustomer

NOVEMBER 4, 2020

Customer service teams can employ AI to handle low-level support issues in real time, and gather initial information for live agents before intervention is needed. Intelligently routing to the most appropriate agent. Augmented messaging that allows chatbots and human agents to work in tandem. At least, we hope it won’t.

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Omni-Channel Customer Experience Chatbots e-support 140

NobelBiz

APRIL 16, 2024

Personalization at Scale One of the key advantages of omnichannel engagement is the ability to personalize experiences at scale. If these communication channels are managed separately, the agents might not have access to the customer’s full history, leading to redundant conversations and frustration on the customer’s part.

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Omni-Channel Customer Engagement Engagement Contact Center 52

PeopleMetrics

FEBRUARY 12, 2018

Whether that somebody is visiting a retail bank; having a field service agent visit their home to perform utility service, or even if that somebody is a patient on medication for a rare disease that requires additional support services from a case manager. The Author's Lounge at Mandarin Oriental Bangkok. Insist on a great experience.

Hospitality 64

Hospitality CEM e-support Competitive Advantage 64

Talkdesk

MAY 5, 2020

You, a freshly-minted contact center agent, are able to work from anywhere, logging into your contact center software to help customers wherever they are. No matter how typical or atypical your schedule is, what hasn’t changed is the desire for agents to show up (or in this case, log in) on time. What to expect when you’re working?

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Contact Center Contact Center Software Transportation Hotels 57

Team Support

OCTOBER 19, 2020

In Part 1 of this blog series, we introduce d why it’s more important than ever to revisit how to keep customer support teams engaged with each other and what tools will help enable collaboration and keep agents motivated and excited about providing excellent support to their customers. It starts with the cloud. Seven in 10 U.S.

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e-support B2B Knowledge Base Competitive Advantage 59

ViiBE Blog

JANUARY 19, 2022

ViiBE Blog Customer service challenges of remote work Anna Gorina January 19, 2022 Share this article Contents Share this article Contents Before 2020, only a few companies across the globe had remote work best practices in place where they were used to allowing team members to work from home for a certain period of time regularly.

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Customer Service Net Promoter Score CRM e-support 52

Bold360

MAY 26, 2020

Because people aren’t just working from home via digital tools, but also shopping and accessing service from home via digital tools. Blending self-service tools with human agents, empowering each to do what each does best, is a powerful driver of CX and high NPS scores. Blending self-service + human agents.

Self Service 52

Self Service Customer Experience Net Promoter Score NPS 52

NobelBiz

APRIL 25, 2023

Implementing an efficient scheduling system and workforce management software can help you avoid overstaffing or understaffing, ensuring you have the right number of agents available to handle customer inquiries. Additionally, offering flexible work arrangements and utilizing remote agents can further minimize labor costs.

Call Center 52

Call Center Contact Center Strategy Average Handle Time 52

Call Experts

JUNE 15, 2023

In this blog, we’ll explore the topic of using a call center for utilities and how it can enhance the overall customer experience. Self-service options will empower customers and reduce the volume of routine inquiries, allowing human agents to focus on more complex and specialized customer needs.

Contact Center 52

Contact Center Self Service Multi-Channel Customer Service 52

Strativity

MARCH 30, 2020

Rapidly increasing customer expectations, daunting pressure to contain costs, and high agent turnover continue to define their day-to-day reality. Their remote worker processes are established, and their employees are used to conducting business and being productive from home.

Contact Center 52

Contact Center Guidelines CRM Call Recording 52

Comm100

FEBRUARY 20, 2018

From customized Chatbots on major brand websites to Siri and Alexa in our own homes, it seems like Chatbots have entered the discussion (and our lives) for good. This blog post is dedicated to helping you calculate the return on investment (ROI) that Chatbots will bring your company, and how much money Chatbots can save you.

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Chatbots Self Service ROI Contact Center 125

Storyminers

JULY 6, 2020

As the author of Be Your Customer’s Hero, the founder of the popular Customers That Stick® blog, and the co-host of the Crack the Customer Code podcast, Adam regularly shares his customer experience and customer service insights with a global audience. This is especially true in the customer service industry.

Customer Experience 147

Customer Experience Customer Service Social Media Consulting 147

NobelBiz

SEPTEMBER 21, 2020

The overview includes: news reports relating to spam calls new regulations from federal and state governments warnings from the FCC, FTC, & FBI reports on contact centers that are refusing to switch to a work-from-home model for their agents. For more updates on the contact center space, check out our Blog section.

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Call Center Industry Contact Center Government 52

BirdEye

NOVEMBER 14, 2023

This gives you a huge competitive advantage. It’s home to over 71% of online reviews. Creating a Zillow Agent Profile and filling it with rate information and other useful details boosts your online presence and helps home buyers evaluate their options. General review sites 1. And for good reason!

Financial 59

Financial Banking Social Media Comparison 59

ViiBE Blog

AUGUST 31, 2020

They have adapted to the remote work trend and taken advantage of the tech innovations available to sustain operations across the value chain. Amidst the changes during and following the Covid-19 pandemic, customers have adapted to doing everything from home. The key differentiator is visible in companies that embraced adaptation.

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Company Omni-Channel Self Service Travel 98

West Monroe

APRIL 14, 2020

This involves transitioning your patient access staff physically into the work-from-home model. Work environment readiness – Ensure that the staff member’s home environment is equipped, secure, and ready for productive and successful remote work. Physically migrate. Return to baseline performance.

Abandon Rate 52

Abandon Rate First Call Resolution Guidelines System 52

COPC

OCTOBER 13, 2021

This blog entry was written in conjunction with our upcoming Optimizing Post-Pandemic Contact Center Outsourcing Relationships pre-event workshop during Execs In The Know’s Customer Response Summit. It is critical to support the shifts to work from home (WFH) models and chat transactions. Home office requirements.

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Contact Center Call Center Training Management 52