Uniphore

JUNE 9, 2021

Getting the most from automation requires an “employee-first” approach that arms your agents with intuitive solutions to help them work more efficiently and effectively. In fact, in a recent Calabrio study, 60 percent of agents stated they need more helpful tools to handle complex customer interactions. Download Now.

Engagement 246

Engagement Contact Center How To Metrics 246

UJET

AUGUST 5, 2020

Now after being in Munich for almost two years, I’ve had time to reflect on the benefits, drawbacks, and lessons learned about working remotely while living abroad. This new angle is also becoming increasingly important with the recent rapid shift to teams working remotely. Remote Work Management.

Tips 133

Tips Meeting Tools Groups 133

Uniphore

JUNE 16, 2021

How to Train and Onboard (Work From Home) Contact Center Agents in 2021. 51% of executives are considering a remote/hybrid workforce in 2021* 57% Plan to enable a truly digital workforce with end-to-end automation* 57% of call center knowledge base is still accessed manually*. Did you know? and the 7 Surprising CX Insights They Reveal.

Contact Center 204

Contact Center Training Call Center How To 204

UJET

MARCH 17, 2020

The rise of remote work has proven that employees can be as, or more, efficient in their work outside of the office. Here are five tips to manage your remote customer support agents. Here are five tips to manage your remote customer support agents. Use the Best Tools and Platform. Daily Check-Ins.

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. But managing agents working from home still poses many difficulties.

Knowledge Base 131

Knowledge Base Omni-Channel Self Service Social Media 131

UJET

JUNE 3, 2020

Right now, your support team is either mostly or entirely remote. How can you manage a dispersed team effectively when everyone is remote? Agents start work by signing in , but what other technology do they need? It’s important that they have access to tools they need to work successfully. Use the Right Technology.

Management 82

Management How To Call Center Meeting 82

Uniphore

APRIL 21, 2020

How do you create a call center work environment when agents are worried, tired and stressed? As the coronavirus chaos continues, many contact centers face little choice but to allow their employees to work from home. Yet, working remotely has many complications. Read More.

Call Center 130

Call Center Contact Center Customer Confidence How To 130

Provide Support

MARCH 30, 2020

10 Tips for Building your Remote Team and Providing Safe Online Support. Today more and more institutions and businesses switch to remote work due to the unsafe and unstable situation in the world. Working from home is no longer a trend, it’s now a necessity for almost all businesses and institutions across the globe. (.).

Tips 70

Tips Conference Communication Trends 70

ViiBE Blog

MAY 26, 2023

ViiBE Blog Solving plumbing problems with remote visual assistance in plumbing management software Marc Prempain May 26, 2023 Share this article Contents Share this article Contents Enhancing the Digital Experience with Remote Assistance Free Retail E-book available now! Field service management software is there to help.

Software 52

Software Management Video e-support 52

NICE inContact

JANUARY 30, 2019

Working with agent-partners rather than direct-to-consumer, MSI focuses on niche markets, primarily renters and condominium insurance for multi-family housing. Even with a small staff, agents can work remotely without sacrificing quality or adherence—something that has boosted motivation.

Insurance 137

Insurance Customer Satisfaction Call Recording Contact Center 137

ShepHyken

JANUARY 4, 2019

For instance, a Dimension Data report found that nearly 84% of organizations that worked towards improving customer experience saw a corresponding increase in revenue. It is highly recommended for businesses to invest in eLearning tools for the onboarding process. He is the author of How We Did It.

Customer Service Training 80

Customer Service Training Training Customer Service How To 80

SurveySparrow

APRIL 28, 2024

Because their voices hold the key to improving teaching techniques and providing a more enjoyable learning experience for everybody This blog will introduce you to the top 5 student feedback tools available. I shall simplify each tool so you can find the perfect fit for your classroom. Let’s go!

Tools 52

Tools Feedback Analytics Survey 52

ShepHyken

JANUARY 22, 2021

Sh e shares best practices supervisors can use for monitoring call center agents in a work-from-home scenario. The landscape of contact centers has shifted to the WFH (work-from-home) model overnight, bringing in many challenges and opportunities. Real-time Remote Monitoring. Create a High Trust Environment. Here’s how!

Call Center 89

Call Center Virtual Call Center Contact Center Average Handle Time 89

Bold360

DECEMBER 7, 2020

COVID-19 has accelerated multiple trends, such as remote work, remote learning, digital streaming, and all kinds of multi-channel digital engagement. and employee experience (lack of infrastructure, both hardware and software, to support the sudden shift to remote work). .

Self Service 98

Self Service Strategy Multi-Channel How To 98

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

NobelBiz

FEBRUARY 20, 2024

Remote work becomes feasible, allowing call centers to operate efficiently from various locations. Agents can share data, collaborate on calls, and work efficiently. VoIP systems utilize existing internet connections, eliminating the need for costly new hardware. Flexibility: VoIP systems offer adaptability to changing needs.

Contact Center 105

Contact Center Call Center Self Service System 105

Team Support

OCTOBER 14, 2020

In Part 1 of this blog series, we introduces 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. We couldn’t agree more!

Call Center 98

Call Center Video Conference Software 98

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. The second is to provide the tools and guidance to complete the necessary tasks. Agents can be successful in the office or working from home. UJET’s IT Best Practices. Bandwidth.

Tips 86

Tips Guidelines Contact Center Software Contact Center 86

Totango

DECEMBER 26, 2021

Build an Open and Supportive Work Environment. Lead by example, showing empathy and support when needed, providing advice without judgement, and encouraging employees to work together to solve problems rather than trying to go at it alone. Encourage a Positive Work-Life Balance. And don’t forget about your remote employees!

Customer Success 102

Customer Success Sports Resources Policies 102

Clarivate

MAY 26, 2022

To help you write a narrative literature review, we’ve put together some top tips in this blog post. Tips for working with co-authors. The end result will likely be a low mark or an unpublished manuscript, neither of which will do justice to your many months of hard work. Tips for working with co-authors.

Tips 119

Tips Analysis Groups Examples 119

Totango

MAY 13, 2022

In this blog, we’ll provide a guide to choosing the right digital engagement platform for your business needs. Finally, we’ll look at six of the best customer engagement tools and how you can use them to promote better interactions with your customers. Learning management system (LMS) tools: Lessonly. LMS Tools: Lessonly.

Customer Engagement 103

Customer Engagement Tools Engagement Knowledge Base 103

CSM Magazine

APRIL 20, 2022

In our last blog , we asked the question ‘what does wellbeing really mean?’ The major stress triggers of hybrid working practices, increased customer demand and a fast-changing competitive landscape are taking their toll as people adapt to a new world of work. 3 ways to de-stress the workforce.

Technology 52

Technology Analytics Tools Customer Centricity 52

ViiBE Blog

MAY 3, 2023

ViiBE Blog How to help customers get in contact with your remote customer support fast in B2B? Anna Gorina May 3, 2023 Share this article Contents Share this article Contents Enhancing the Digital Experience with Remote Assistance Free Retail E-book available now! Existing ways of contacting remote customer support 1.1.

B2B 52

B2B Chatbots How To e-support 52

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. How It Works. GlowTouch Utilizes 'Remoteability' for CSR Efforts. have the opposite effect – I hardly like it.

Analytics 52

Analytics Data Customer Service Contact Center 52

Bold360

AUGUST 14, 2020

in March 2020, suddenly everyone had to work from home. 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. When COVID-19 lockdowns happened across the U.S.

Conference 52

Conference Software Connections Innovation 52

Upstream Works

MAY 4, 2021

Give your customers all that and more with Upstream Works for Amazon. Upstream Works for Amazon gives organizations the flexibility to scale up or down as their business needs change. Keep your agents engaged and empowered with productivity tools, knowledge management and team collaboration that help streamline their workdays.

Connections 78

Connections Engagement Contact Center Resources 78

Kustomer

NOVEMBER 4, 2020

In a world where good customer experience can make or break a business, AI is a great tool to ensure customers feel their time is valued and stay loyal to a business. Augmented messaging that allows chatbots and human agents to work in tandem. Customer Service Goes Remote. Remote working has plenty of benefits for all parties.

Omni-Channel 140

Omni-Channel Customer Experience Chatbots e-support 140

SurveySparrow

FEBRUARY 13, 2023

Are you looking for ideas to show people that your company is, in fact, a phenomenal place to work? It can include details about their achievements, a typical work day, personality or interests. Source: Crobox Blog Takeaways: Does your organization have lots of employees? Will people read a blog post? Yes to that too!

Examples 52

Examples Culture Social Media Video 52

Bold360

AUGUST 27, 2020

The virus drove a radical shift towards digital channels and remote work that impacted both service employees and their customers. Shifting to Remote Work & Remote Service Delivery. Maland and her team scrambled but made things work. Technology Offers a Flexible, Scalable & Future-Proof Solution.

Self Service 52

Self Service Chatbots Transportation Call Center 52

Bold360

AUGUST 18, 2020

March of 2020 was one of the most disruptive months ever for organizations and employees around the world, as COVID-19 brought lockdowns that forced almost everyone to work from home. Organizations that had been supporting a small remote workforce were suddenly forced to support a fully remote workforce.

Connections 52

Connections Software Tools Customer Satisfaction 52

Totango

JANUARY 6, 2022

So, in this final blog in the series, we’re going to take a look at five stress management techniques to help you not only survive but thrive even during the most challenging seasons. Because it works. Grab lunch with a coworker or friend if you can, or at least eat your sandwich in the break room or your kitchen if you work from home.

Customer Success 86

Customer Success Management Exercises Customers 86

NobelBiz

FEBRUARY 27, 2024

When companies implement specific tools and best practices, they can significantly improve their customer experience (CX), increase agent performance, and ensure high-quality service. This article delves into the essential aspects of call center optimization, including the tools and best practices that can drive performance improvements.

Call Center 104

Call Center Tools Contact Center Net Promoter Score 104

ChurnZero

JANUARY 25, 2024

Related resource: Setting the rules of engagement for customer success and sales teams Skillset 2: Technical proficiency The potential of AI and automation to transform CS workflows, personalize journeys, and deliver seamless experiences makes expertise in scheduling tools, CRM systems, and AI tools increasingly valuable.

Customer Success 52

Customer Success Trends Chatbots Leadership 52

Dapresy

APRIL 14, 2020

So, how do you deliver meaningful data in a remote world? Moreover, they’ve tried a few approaches out – some that have worked, others which haven’t. In a world of remote work, online is both a social interaction tool for teams and for businesses it is a management tool. KEY TRENDS.

Data 98

Data Study Report Meeting 98

Calabrio

JUNE 17, 2019

As contact center professionals, we all understand the importance of workforce management tools and processes in ensuring that we have enough agents to work each shift. Today, more than ever before, employees are prioritizing work/life balance as a critical aspect when evaluating a potential employer. Add Gamification.

Contact Center 100

Contact Center Gamification Management Call Center 100

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. The goal is to execute the transition in a way that maintains the same high level of customer experience your brand has worked hard to create.

Self Service 52

Self Service Customer Experience Video Connections 52

Bold360

SEPTEMBER 21, 2020

People across the globe are shifting their behaviors and adapting to new ways of working, shopping, eating, interacting with one another and more. Today, more people work remotely (from home) and also shop, communicate, and entertain themselves via remote/online channels than ever before. We all have a lot on our plate.

Entertainment 59

Entertainment Technology Policies Employee Experience 59