Lumoa

JUNE 14, 2023

You’ve designed your NPS survey and emailed it to all your customers—and the results are in… but not those you were expecting. But what happens when your NPS score isn’t quite as rocketing as you’d like? Does it spell doom for your business? Or recommend them to your friends and family?

NPS 208

NPS Effort Score Customer Centricity Loyalty 208

Upstream Works

MAY 27, 2021

While a solid business case could be made solely for how IT would benefit, there’s a bigger story to tell that considers other stakeholders, both in and out of the contact center. There is another stakeholder group that benefits from the cloud – agents. Cloud makes work-from-home an ongoing option for agents.

Contact Center 78

Contact Center Connections Fashion Omni-Channel 78

BirdEye

MARCH 1, 2024

Juggling customer calls across different locations and time zones can be a nightmare. This is where business call forwarding services can make a huge difference, seamlessly routing calls from one department to the other. Table of contents What is business call forwarding, and how does it work?

Customer Service 59

Customer Service Multi-Channel Call Recording System 59

Comm100

DECEMBER 13, 2021

In this blog, we’ll look at the four top reasons why credit unions need to offer live chat services in 2022, from improving member experience to gaining member insights. It’s important to begin by looking at how digital channels improve the experience of credit union members. Live chat improves member experience .

Banking 130

Banking Financial e-support Wait Times 130

ShepHyken

JANUARY 22, 2021

This week we feature an article from Tanya Bansal , Marketing Executive at Ameyo. Sh e shares best practices supervisors can use for monitoring call center agents in a work-from-home scenario. Now, the real question is, how do we monitor remote agents to ensure maximum efficiency with minimum supervision required.

Call Center 87

Call Center Virtual Call Center Contact Center Average Handle Time 87

ShepHyken

JUNE 1, 2018

This week we feature an article by Jason Grills who discusses the importance of integrating an effective customer support system and how to decide upon live chat software for your organization. – Shep Hyken. Your most unhappy customers are your greatest source of learning” – Bill Gates , Microsoft Founder.

Software 101

Software Comparison Customer Satisfaction System 101

UJET

MARCH 24, 2020

As companies begin work from home and remote work policies, we’ve seen questions about how employees can be as productive at home. For agents transitioning from on-premises support to a remote-based environment, here are our tips to be successful as a work from home employee experience.

Tips 86

Tips Guidelines Contact Center Software Contact Center 86

Oracle

JULY 14, 2020

Below is a look at a few of these trends, including contactless consumer experiences, the ability for employees to “Work From Anywhere”, virtual engagements, and the acceleration of messaging as a channel. Work from anywhere. We’ll likely see these trends continue to accelerate over time.

Trends 111

Trends Customer Experience Wireless Consumers 111

BirdEye

DECEMBER 26, 2023

Does this sound like your business? Your business’s success critically depends on customer experience, and ensuring quality in customer interactions immensely boosts the experience. The right VoIP service provider can help you turn every call into a business opportunity. How does VoIP work? How does VoIP work?

Call Recording 111

Call Recording Video System Communication 111

BirdEye

DECEMBER 22, 2023

Your customers are calling — don’t leave them hanging. It’s not just about making calls; it’s about ensuring seamless communication, enhancing customer service, and supporting your business’s growth. How much does a small business phone system cost? Riiing, riiing.

System 111

System Self Service Analytics Communication 111

Talkdesk

MARCH 12, 2021

In this guest blog post, Gans Subramanian, founder and managing director at B-Trnsfrmd , shares five reasons that make Talkdesk his CCaaS solution of choice. Based on our experience working with customers on digital customer experience (CX) initiatives, here are five of the best features of Talkdesk CX Cloud™: 1.

Call Flow 91

Call Flow Contact Center Abandon Rate Omni-Channel 91

NICE inContact

DECEMBER 14, 2016

Some of us have a hard time adjusting to a change in laundry detergent (you want me to switch from Tide to Gain?!) , so it is only natural that we and our agents sometimes have difficulty accepting and adapting to changes in our contact centers. Change is hard. As humans we are creatures of habit. This is natural !

Contact Center 138

Contact Center Technology Management Training 138

Kustomer

NOVEMBER 4, 2020

So, how can businesses ensure their CX is up to scratch? With AI, brands can be available to their customers at every stage of their journeys, instantaneously. Leveraging AI can help businesses better understand customers and deliver better CX, resulting in higher conversions and decreased cart abandonment. The result?

Omni-Channel 140

Omni-Channel Customer Experience Chatbots e-support 140

Upstream Works

DECEMBER 16, 2020

It is with this information that contact centers can provide more informed and personalized service. Research from McKinsey shows that becoming more customer-centric can lead to improvements of 20-30% in customer satisfaction. Here are three examples of how a digital approach makes for better CX.

Customer Journeys 78

Customer Journeys Chatbots Self Service Contact Center 78

Vonage

JANUARY 16, 2017

At their worst, they can inflict irreparable damage that the business they represent will find hard to come back from. As such, they have to handle extreme amounts of pressure, while keeping agents happy and accountable for goals and deadlines. Listen to feedback from your agents. Motivate your staff.

Customer Service 120

Customer Service Social Media Technology Training 120

CSM Magazine

AUGUST 18, 2021

Ross Daniels at Calabrio reveals the best practices that successful leaders share and how resource planners can lead the way. . In the first blog in this series, we introduced the importance of adding simplicity to the contact centre. Work-from-anywhere’ takes complexity to a whole new level. These are: 1.

Resources 52

Resources Touchpoint Technology Employee Engagement 52

Bold360

MARCH 16, 2020

Furthermore, supply chains are being disrupted, physical stores are closing, and agents are unable to staff contact centers. Policies and procedures are changing from day to day and customer service teams are just trying to keep up with growing customer concerns around the virus. Other brands, like Nike, have followed suit.

Self Service 59

Self Service Customer Experience Contact Center Policies 59

Talkdesk

MAY 12, 2020

Now that you’ve successfully become a work-from-home (WFH) agent, it’s important to develop a deeper understanding of the tools you’ll be using in your day-to-day. This is a great way to hone your skills and show potential employers you’re ready to hit the ground running. After installation, it’s time to log in !

Call Recording 86

Call Recording Contact Center Conference CRM 86

Kustomer

JUNE 27, 2022

What consumers are looking for in a digital-first world is that feeling when your morning coffee barista greets you with a hearty hello and a warm smile, or when you get that email from your food delivery service giving you a free meal for continued loyalty. What Are the Benefits of Customer Service Software?

Software 98

Software Tools Customer Service Self Service 98

ShepHyken

JANUARY 27, 2017

This week on our Friends on Friday guest blog post my colleague, Shital Shah, writes about how with the right combination of technology and human touch, customer service doesn’t have to be difficult. She shares four excellent solutions to help manage your customer service more effectively. Shep Hyken. SMS and Messaging.

Chatbots 48

Chatbots Technology Customer Service Management 48

Comm100

AUGUST 20, 2019

In this blog post, we’ll be doing a deep dive into how you can create a holistic, end-to-end customer experience strategy that’s seamless, frictionless, and sure to take your contact center to the next level. What is the importance of Customer Experience for your Contact Center? Know Who Your Customers Are.

Contact Center 100

Contact Center Tips Customer Experience Culture 100

Magellan Solutions

SEPTEMBER 6, 2021

Do you want to learn more about the work of a Real Estate Virtual Assistant and its relationship to cold calling service ? So in the article, we compiled everything we know about Real Estate Virtual Assistant Philippines to help you with your research. They are completely dedicated to your company and can handle a wide range of jobs.

Banking 52

Banking Call Center Hotels Advertising 52

Talkdesk

MAY 5, 2020

Today, with the increasing adoption of remote work, the idea of the “traditional” contact center is rapidly evolving. 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. What to expect when you’re working?

Contact Center 57

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.

e-support 59

e-support B2B Knowledge Base Competitive Advantage 59

ijgolding

MAY 9, 2016

It is with a very heavy heart that I publish this blog today. I have decided to publish the blog in his memory – I know that he will have wanted me to – I hope you enjoy reading the thoughts of an incredibly passionate and inspiring man who was as driven by Customer Experience as anyone… I have a confession to make.

Consulting 120

Consulting Travel Customer Journeys Customer Centricity 120

ViiBE Blog

JULY 22, 2022

ViiBE Blog Best ways to use CRM Anna Gorina July 22, 2022 Share this article Contents Share this article Contents Enhancing the Digital Experience with Remote Assistance Free Retail E-book available now! Your CRM system is a powerful tool that can help your business to manage its customer data more effectively.

CRM 52

CRM Social Media Omni-Channel e-support 52

Comm100

DECEMBER 1, 2017

For many organizations, a huge part of this new year task is setting contact center priorities — priorities that can have a colossal impact on the customer experience. As you read these findings, think about what is most true for your contact center. Tip: Begin to examine your existing contact center processes.

Contact Center 104

Contact Center Report Customer Journeys Customer Centricity 104

ProProfs Chat

DECEMBER 12, 2019

Is managing your company help desk a tough challenge? Here, you will be engaged in a detailed discussion on how to run a help desk and the various ways to improve help desk performance. Define Your Goals. Train Your Help Desk Employees. Teach Your Help Desk Staff to Channelize Work. Inform Your Customers.

Self Service 95

Self Service Customer Service Representative Wait Times Multi-Channel 95

Magellan Solutions

JULY 29, 2021

The shift away from voice operators threatens many of the 1.3 AI is a long way from replacing humans for more complicated voice calls or chats. No longer would they tolerate endless hold times, obtuse service agents, or handoffs. That alone relieves human agents of huge burdens and time. .

Call Center 52

Call Center Self Service Social Media Omni-Channel 52

Magellan Solutions

JULY 25, 2021

Whichever model you choose depends on your call volume, the features you need, and how long you intend to work with a service. . When most people think of an answering service , they think of live answering, which is when an agent picks up incoming calls and interacts with customers on a client’s behalf.

e-support 52

e-support Social Media Healthcare Call Center 52

ViiBE Blog

MAY 4, 2021

Customer support has taken on new importance as customer interactions have moved away from physical stores to a digital marketplace. Customers expect the same level of service as in person, so it is crucial to measure your call center’s overall performance as well as your individual agents. How to measure it?

First Call Resolution 52

First Call Resolution Call Center Virtual Call Center Knowledge Base 52

Stella Connect

OCTOBER 19, 2021

Fast-growing companies with ambitious customer service goals and limited resources may find call center staffing tricky — what’s the magic number of agents you need to meet demand and service customers effectively ? Consider what could occur if you have too many or too few agents. Erlang C, founded by A.K.

Call Center 52

Call Center Average Handle Time First Call Resolution Wait Times 52

Method:CRM

MARCH 20, 2023

Business owners are beginning to realize how effective customer portals are at saving time and money. Indeed, customer portal solutions streamline customer-facing workflows and automate your support services. But what exactly is a customer web portal, and how does it work? how-tos, guides, and FAQs).

Self Service 52

Self Service CRM Knowledge Base Software 52

Method:CRM

MARCH 20, 2023

Business owners are beginning to realize how effective customer portals are at saving time and money. Indeed, customer portal solutions streamline customer-facing workflows and automate your support services. But what exactly is a customer web portal, and how does it work? how-tos, guides, and FAQs).

Self Service 52

Self Service CRM Knowledge Base Software 52

SurveySparrow

MARCH 29, 2023

From groceries to jewelry, everything is available at the click of a button. Each of the stages they cross is referred to as a customer touchpoint and can be used to create a delightful experience for your prospective customers. The typical ecommerce customer journey can take days, and it can involve multiple channels.

Customer Journeys 52

Customer Journeys Ecommerce Touchpoint Social Media 52

Bold360

JANUARY 7, 2020

In the digital world, customer self-service works in much the same way. When a customer has a simple, straightforward issue, self-service gives them the option and the power to find immediate answers on their own without assistance from a customer service rep. They can help themselves 24/7. How do we know?

Self Service 40

Self Service Chatbots Knowledge Base Contact Center 40

ProProfs Chat

DECEMBER 20, 2019

Are you still having second thoughts about the implementation of live chat software on your business website? . No matter which of these groups you belong to, if you’re still wondering what a live chat tool can do for you, it’s high time you learned more about it. Or are you still wondering what exactly live chat software does?

Software 82

Software Tools Communication Trends 82