CSM Magazine

JULY 6, 2021

Our inability to understand the importance of conflict resolution creates societal issues including problems between employees and between companies and the customers they try best to serve. The disgruntled customer may feel like they have been abused, ignored, taken advantage of and at worse, defrauded. Conflict Resolution.

Social Media 59

Social Media Contact Center Software Call Center Retail 59

NobelBiz

APRIL 3, 2023

As businesses strive to provide exceptional customer experiences, call centers have become an increasingly important part of the customer service strategy. Contact centers are responsible for handling customer inquiries and complaints while providing solutions.

Call Center 52

Call Center Customer Satisfaction Contact Center Management 52

NobelBiz

JANUARY 31, 2022

This is especially true in customer service, where day-to-day tasks include answering queries and analyzing potential client concerns. Analyze the customer service department’s previous 1000 tickets. This sample is often fairly representative and should provide information on 80-90 percent of the customers’ demands.

Knowledge Base 52

Knowledge Base Contact Center How To Omni-Channel 52

NobelBiz

APRIL 16, 2024

Invest in Your Team Empowering your team is crucial for delivering exceptional service and maximizing the potential of omnichannel engagement. A comprehensive platform provides a centralized hub for managing customer interactions and insights, enabling seamless communication and collaboration across teams and departments.

Omni-Channel 52

Omni-Channel Customer Engagement Engagement Contact Center 52

NobelBiz

FEBRUARY 14, 2023

A high FCR rate indicates that customers have their issues resolved quickly and effectively. In contrast, a low FCR rate may suggest that more calls are needed to resolve a customer’s issue or that customer service representatives are not adequately trained to handle specific problems.

Contact Center 52

Contact Center CRM Measurement Strategy 52

GlowTouch

AUGUST 26, 2020

Have you ever had to wait for a response from a customer service representative when you need an issue resolved now? The fact is, customers hate doing that. In fact, 90% of respondents from one survey said that when it comes to customer service, an immediate response is either important or very important.

Customer Satisfaction 52

Customer Satisfaction Contact Center Software Contact Center Omni-Channel 52

NobelBiz

APRIL 3, 2023

A Self-service system will naturally help to reduce costs associated with all the manual processes agents usually get caught in. Last but not least, a well-thought self-service system will reduce the manual labor associated with customer service and make agents’ jobs more enjoyable, thus contributing to a reduced turnover rate.

Self Service 52

Self Service Contact Center Knowledge Base Omni-Channel 52

NobelBiz

FEBRUARY 27, 2023

Training is of equal importance, as it covers a range of topics related to product/service knowledge and customer service best practices. Enabling agents to provide accurate information, and efficiently resolve customer inquiries. When the system is down, agents cannot respond to inquiries or access customer information.

Contact Center 52

Contact Center Self Service Wait Times Metrics 52

ProProfs Chat

APRIL 2, 2019

Process improvement never happens in isolation, whether it’s about increasing the efficiency of your supply chain, or enhancing the quality and timeliness of your customer service interactions. However, for most organizations, customer service is too dynamic to be covered within a single team meeting.

How To 55

How To Net Promoter Score Exercises Fashion 55

NobelBiz

JUNE 1, 2021

It’s pointless to offer outstanding things at the lowest possible price if you can’t deliver exceptional customer service. Your contact center serves as your company’s storefront. Customers will build an opinion, favorable or bad, of your customer service and so of your brand from the very first transaction.

Contact Center 52

Contact Center Multi-Channel Call Center Software 52

NobelBiz

APRIL 5, 2022

These days, the contact center is the face of a company. The customer experience can make or break your business, so it’s important to understand the factors that make a great customer service representative and a great contact center. To put it another way?

Contact Center 52

Contact Center Call Center How To First Call Resolution 52

ViiBE Blog

APRIL 15, 2021

Co-browsing is a recent technology that allows a customer visiting a web page to share their screen in real time with a customer service representative. Co-browsing allows the representative to follow along with the customer as they navigate the website. How to improve the customer experience?

e-support 52

e-support Video Contact Center Software Contact Center 52