Cyara

FEBRUARY 22, 2024

Per the question in the title of this blog post, let’s examine the phrase, break down the meaning, and then explore how “Last Mile Assurance” is relevant to and important in the context of contact centers and customer experience. To begin, let’s think literally, taking the words at face value.

Contact Center 76

Contact Center Customer Satisfaction Loyalty Interaction 76

NICE inContact

SEPTEMBER 30, 2019

One of the most significant advancements has been the explosion of remote work opportunities. Hiring remote workers can be a competitive advantage for companies, especially contact centers. But there are a lot of misconceptions about remote workers and how they impact a contact center’s productivity and culture.

Contact Center 136

Contact Center Gamification Call Center Competitive Advantage 136

ChurnZero

DECEMBER 29, 2020

Top 10 Blog Posts from 2020. Today, you’d be hard-pressed to find a high-velocity sales, marketing, or product team without a designated operations function. As Customer Success teams continue to mature, and their need to automate grows, having their own operations roles will become increasingly essential and prevalent.

Conference 98

Conference Chief Customer Officer Customer Success Software 98

ShepHyken

NOVEMBER 29, 2019

According to a Salesforce’s connected shopper report , 79 percent of shoppers research a brand online before making a purchase in the store. Also, 45 percent of customers use email to connect with customer service. This allows support teams seamless access to customer information and complaints on the same platform.

Technology 133

Technology Customer Experience Social Media Multi-Channel 133

UJET

MARCH 17, 2020

A strong customer support team is integral to the success of any business. But a strong team doesn’t need to be in the same office to ensure success. The rise of remote work has proven that employees can be as, or more, efficient in their work outside of the office. Most remote agents enjoy a portable workstation.

Tips 121

Tips Management Self Service Video 121

Comm100

APRIL 30, 2020

Most live chat teams around the world have found themselves working from home, possibly for the first time ever. Thanks to the flexibility of live chat – if cloud-based – most teams have been able to transition smoothly into remote working. And for many, they won’t be returning to the office anytime soon.

Knowledge Base 131

Knowledge Base Omni-Channel Self Service Social Media 131

Totango

FEBRUARY 23, 2024

Having a well-designed plan for those first few months can help to establish clear priorities, align your team, and make meaningful progress toward strategic goals. Among her first initiatives, she combined two separate marketing teams into one cohesive unit. It’s so easy for us leaders to focus on our team.

How To 97

How To Leadership Marketing Tips 97

UJET

JUNE 3, 2020

Right now, your support team is either mostly or entirely remote. But what if you were used to having your entire team in one office and usually spoke to them in person. How can you manage a dispersed team effectively when everyone is remote? It’s important to help them feel like an active part of the team.

Management 82

Management How To Call Center Meeting 82

Comm100

NOVEMBER 23, 2021

To begin the journey towards improving CX, organizations must offer live chat – and in this blog we will explain why. Providing remote support introduces unique challenges, but with live chat it also creates unique opportunities. Connected alternative channels (Omnichannel). Only a connected omnichannel platform enables this.

Chatbots 217

Chatbots Customer Experience Multi-Channel CRM 217

Comm100

JUNE 23, 2022

In this blog, we’ll look at the top reasons why universities and colleges are choosing Comm100 Live Chat. In jurisdictions that allow remote data storage, Comm100 can be hosted on the cloud for a setup that only takes minutes. Security & compliance . Read more: Live Chat Reliability – Uptime guaranteed.

Chatbots 196

Chatbots Self Service Video Wait Times 196

SurveyGizmo

APRIL 21, 2020

The SurveyGizmo team have created these resources to support you and your people. Free Employee Connection Pulse Survey. To stay connected as a company, we created the Employee Connection Pulse Survey, which we field every week. This survey is free to our customers to help you stay connected with your people.

Resources 80

Resources Survey Connections System 80

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. This could affect call and connection quality.

Tips 86

Tips Guidelines Contact Center Software Contact Center 86

NobelBiz

FEBRUARY 20, 2024

VoIP systems utilize existing internet connections, eliminating the need for costly new hardware. Remote work becomes feasible, allowing call centers to operate efficiently from various locations. By switching to VoIP, businesses can save money on equipment and infrastructure costs.

Contact Center 105

Contact Center Call Center Self Service System 105

BlueOcean

OCTOBER 4, 2023

Other Approaches to Bilingual Customer Care Support But, as the title of this blog implies, a live agent model might not be the best option for all of your language requirements. The value of that improved metric plays a big role in the client’s bottom line.

Contact Center 310

Contact Center Customer Care Average Handle Time Consumers 310

Bold360

AUGUST 18, 2020

Organizations that had been supporting a small remote workforce were suddenly forced to support a fully remote workforce. Organizations (and IT teams) that had already developed agility pre-COVID were able to manage the crisis better, maintaining their business continuity and remaining flexible in a context of ongoing uncertainty.

Connections 52

Connections Software Tools Customer Satisfaction 52

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.

Customer Service 52

Customer Service Net Promoter Score CRM e-support 52

ShepHyken

JANUARY 22, 2021

However, it becomes much easier for the organization to stay in sync, aiming for clarity, transparency, and better management of the remote contact center agents. We know that as much as optimizing customer experience is essential, it is also important to provide an exceptional experience to the remote agents. Here’s how!

Call Center 89

Call Center Virtual Call Center Contact Center Average Handle Time 89

Comm100

OCTOBER 25, 2021

In this blog, we’ll look at the unique challenges that schools face in engaging with international students, and how digital transformation has opened a way forward for them with digital communication channels like live chat. A tool that has helped to narrow the gap between remote and in-person engagement is video chat. Free eBook.

Engagement 130

Engagement Tips eBook Chatbots 130

SurveyGizmo

OCTOBER 1, 2020

The Alchemer team have created these resources to support you and your people. Free Employee Connection Pulse Survey. To stay connected as a company, we created the Employee Connection Pulse Survey, which we field every week. This survey is free to our customers to help you stay connected with your people.

Resources 52

Resources Survey Connections System 52

Integrity Solutions

MARCH 11, 2021

Virtual Engagement For Remote Selling. Remote Selling Success Starts Before The Call Even Begins. While salespeople across industries are settling in to a world of hybrid and remote sales , most are still working to adapt to the nuances and variables that can affect success in a virtual selling environment. By Bruce Wedderburn.

Engagement 137

Engagement Sales Video Meeting 137

Upstream Works

MAY 4, 2021

We enhance Amazon Connect to provide a unified desktop, seamless integrations and management simplicity. Keep up with seasonal spikes, customize the solution to suit in-office and remote agents, and compile all the resources your enterprise utilizes in one desktop. Learn more about Upstream Works for Amazon Connect.

Connections 78

Connections Engagement Contact Center Resources 78

Bold360

AUGUST 14, 2020

Many organizations and employees struggled to adapt to remote work, as urgent issues around hardware, software and support had to be resolved almost overnight. Complexities Around Adoption of Remote Work. Complexities Around Adoption of Remote Work. Keeping People Connected. A (Remote) Work in Progress.

Conference 52

Conference Software Connections Innovation 52

UJET

APRIL 21, 2020

Vasili recently answered a few questions so our customers and the public can get to know the newest member of the UJET leadership team. I am extremely passionate about customer service and have been in the space for a while leading mostly sales teams and have had stints in running product and engineering. Tell us a bit about yourself?

Contact Center 72

Contact Center Leadership CRM User Experience 72

Totango

DECEMBER 8, 2020

Customer Success team accountability isn’t something you just worry about figuring out later once your CS team is up and running. In order to nurture this growth, customer success teams must have improved visibility to monitor progress and review customer insights. Ensuring the entire team is aligned on big-picture goals.

Customer Success 92

Customer Success Communication Meeting Touchpoint 92

CSM Magazine

MAY 12, 2021

What does it mean to be a Connected Enterprise and does it really matter? Meeting rapidly changing customer expectations in the new world of remote work demands far higher levels of agility from organisations everywhere – and places an even greater focus on improving customer service.

Connections 64

Connections e-support Social Media Roadmap 64

CX Accelerator

MAY 28, 2019

Chief among these is our power to create a supportive and edifying dynamic among our teams. I can personally testify to the power of having a team who sincerely cares for one another. Your team has the capacity to adapt seamlessly and to meet any new challenge in real-time. So how does one develop a team culture such as this?

Culture 140

Culture Contact Center Customer Journeys Groups 140

ViiBE Blog

MAY 11, 2023

ViiBE Blog What is a Service Level Agreement? Anna Gorina May 11, 2023 Share this article Contents Share this article Contents Enhancing the Digital Experience with Remote Assistance Free Retail E-book available now! Download now Remote Assistance and how it Boosts Petroleum Operations Free Oil & Gas E-book available now!

How To 52

How To e-support Meeting Measurement 52

CSM Magazine

APRIL 20, 2022

In our last blog , we asked the question ‘what does wellbeing really mean?’ This is a particular bonus when the majority of people are working remotely. This data can facilitate coaching conversations, while identifying individual or team skill gaps to allow managers to provide better training and support to agents who need it most.

Technology 52

Technology Analytics Tools Customer Centricity 52

Bold360

APRIL 10, 2020

Seemingly overnight you were tasked with transforming the way you work, exiting your brick and mortar headquarters, and standing up a 100% remote workforce – all on the fly. Like many, we’ve had to shift hundreds of employees from working on location to working remotely. – Seth Woltz. Step 1: Mobilize and Stabilize.

Self Service 52

Self Service Customer Experience Video Connections 52

Totango

JULY 31, 2020

As virtual teams and remote engagement become the norm for Customer Success teams, staying on top of customer needs and expectations is becoming more challenging. Yesterday, Totango hosted our third CXO series event for Customer Success executives. A consistent employee experience = a consistent customer experience.

Engagement 104

Engagement Strategy Customer Success Sales 104

GlowTouch

JANUARY 6, 2023

Digital innovations like our text analytics and customer sentiment analysis tool are a means of connecting data points with the human experience to better understand the “why” behind consumer preference and behavior. The goal is to understand users at an elemental level by analyzing terms that connect to user sentiment. How It Works.

Analytics 52

Analytics Data Customer Service Contact Center 52

Integrity Solutions

NOVEMBER 22, 2022

In fact, one of the most important components of any culture change effort is a committed senior leadership team that is not just supportive but personally involved and consistently modeling the desired behaviors. The short answer: Everyone, all the way from the executive team down to the frontline team.

Employee Engagement 79

Employee Engagement Banking Culture Engagement 79

NobelBiz

MARCH 12, 2024

As a result, teams tend to collaborate more effectively and respond to customer inquiries promptly and accurately. Personalization not only enhances customer engagement but also fosters stronger emotional connections, which drives customer loyalty and advocacy.

Customer Experience Management 52

Customer Experience Management Omni-Channel Customer Experience Customer Journeys 52

ChurnZero

NOVEMBER 4, 2022

Difficult conversations lead to deeper customer connections. To get your CS team to look outside of themselves and flex their empathy, coach them on how to interact with customers, especially when it involves delivering undesirable news. Here are 10 takeaways for recession-proofing CS.

Customer Success 98

Customer Success Customer Centricity Customers Sales 98

Uniphore

SEPTEMBER 30, 2021

Calling out team wins to keep morale levels high. Tactics like acknowledging a “star player” or “team of the week” in a weekly newsletter can motivate people and create welcome competition between employees. What this social activity looks like depends on your team and your understanding of what appeals to them.

How To 100

How To Call Center Contact Center Feedback 100

CSM Magazine

JANUARY 17, 2024

In 2023, HubSpot Blog conducted a study entitled The State of Video Marketing in 2023. This communication format gained huge traction following the COVID-19 pandemic where remote working became the need of the hour. With the advent of remote working, the need for these platforms gained huge traction.

Video 52

Video Communication Training Social Media 52

AirVote

JULY 24, 2023

Many of Stahla’s facilities are on remote customer sites being serviced by the customer teams or outside service companies. Connected to the company’s Google page, AirVote also helps increase the number of happy Google reviews. It is very important to catch the break-fix issues and communicate them to the customer onsite.

Video 52

Video Communication System Feedback 52