NICE inContact

JANUARY 30, 2018

No news here: customers have grown to expect support for a multitude of channels. Your Supervisors and Managers will appreciate easy configuration and administration – so they can complete their tasks faster, which in turn gives them more time to monitor and support their agents (at their desk, while roaming the contact center floor, or both!)

Contact Center 186

Contact Center System Self Service Omni-Channel 186

CSM Magazine

APRIL 12, 2021

Front desk officers must be more outspoken and livelier, to entertain and handle patients. The best motion you can establish is to invest in a help or information desk. An ill-mannered doctor can only hurt more patients who are experiencing or affected by negative medical news.

Industry 98

Industry Customer Service Tips Healthcare 98

ChurnZero

JULY 7, 2020

However, our suggestion is to invest in help desk software. Advanced help desk systems, such as LiveAgent , have a built-in CRM, tons of automation features, data analysis, and reporting dashboards, and can be easily accessed by all team members in a secure way. There are tons of tools that can be used for this.

Customer Success 90

Customer Success Sports Customer Satisfaction Customer Retention 90

Talkdesk

MARCH 20, 2020

Every day brings more global news of measures to control the spread of the virus — closure of schools, restaurants, stores, sporting events and more. That means agents are “tethered” to their workstations by a desk phone and computer. An unprecedented challenge. The coronavirus pandemic is like nothing in our lifetime.

Contact Center 102

Contact Center Call Center Call Center Solutions Sports 102

TechSee

OCTOBER 31, 2019

Cocooned in tombs of desk dividers, forbidden to speak to one another and bound up tight with rules and protocols, anyone might go a little crazy. That’s why new approaches like team-based KPIs and technologies such as collaboration tools are the key to higher productivity, better results and happier frontline staff.

Call Center 117

Call Center Contact Center Average Handle Time Fashion 117

Confirmit

FEBRUARY 18, 2019

The good news is that the hotel had a store where you can purchase such essentials. The bad news was that they only offer bottles of wine that require a corkscrew… Let the fun begin! To purchase any item from the store you must wait in line at the registration desk. I was told it would arrive within 30 minutes.

Hotels 40

Hotels Customer Service Customers Survey 40

NetBase

APRIL 23, 2020

With lots of misinformation out there, it can be very easy to spread “fake news.” Pottery Barn advertising WFH (work from home) desks at a discount. In collaboration with McCann Health NY, this lung friendly company has pivoted from fighting symptoms, to fake news, in its “Spread Facts, Not Fear” campaign. Here’s how it’s done.

Brands 67

Brands Advertising Social Media Consumers 67

ShepHyken

JANUARY 21, 2024

You will love his opening story about what happened in a well-known, name-brand hotel.

Customer Service 58

Customer Service Self Service Trends Loyalty Programs 58

Customers That Stick

SEPTEMBER 29, 2014

My colleague walked into an office building for an appointment and when she approached the reception desk to sign in, she was greeted by the receptionist. ” The receptionist said, “Oh,” and then looked back down at her desk. The following happened to a colleague of mine a few weeks ago.

Training 121

Training Course Interaction Customer Service 121

Beyond Philosophy

JANUARY 2, 2018

This past July 23rd, Southwest Airlines passenger Stacy Hurt called the airline’s customer service desk at the Pittsburgh International Airport. The meeting was recorded by local television affiliates, and Rowan and Hurd were also featured as ABC News’ “Persons of the Week” this past Friday. Michael Lowenstein, Ph.D.,

Airlines 111

Airlines Consulting Leadership Analysis 111

Oracle

FEBRUARY 19, 2020

Allisyn, an Eden Prairie, Minnesota resident, requested a shipment of a new copy and a return of the damaged book. “The next morning, on the way back from the gym, I swung by Kohl’s, walked right up to the desk (no line at 11:00 a.m. on a Tuesday) and handed the book over with the QR code on my phone.

Apparel 76

Apparel Customer Experience Retail Ecommerce 76

BirdEye

SEPTEMBER 22, 2022

Managers can use team chat to check in with employees and give them updates on projects or company news. A team communication app can be very helpful for real estate agents and property managers who rarely spend the day sitting at a desk. You can access the app from anywhere and on any device (PC, smartphone, tablet, desk phone).

Software 98

Software How To Healthcare Video 98

ijgolding

OCTOBER 16, 2014

The week before I collected this car from Enterprise, I read in the news about Vauxhall having to recall around 20,000 cars. A lovely lady on the service desk wanted some information from me. A chap appeared from behind the service desk, went outside; came back less than a minute later and thrust the car keys back in to my hand.

Customer Retention 287

Customer Retention Customers Customer Journeys Travel 287

Hello Customer

SEPTEMBER 11, 2020

For many companies, the customer service desk is the beating heart of customer interactions. No matter the industry you’re in, your customer service desk needs to be reliable, agile, and solution-driven. But how exactly can you make your customer service desk more profitable? Mistake #1: Minimizing complaint handling time.

Customer Service 40

Customer Service Wait Times Customer Satisfaction Chatbots 40

ProProfs Chat

JANUARY 9, 2020

Address the issues with the smart and expert customer help desk from ProProfs and resolve all the troubles smartly and rapidly! So, if you want to reduce customer attrition, we suggest opting for some smart and modern customer help desk solutions such as ProProfs Help Desk. .

Customer Retention 86

Customer Retention Multi-Channel Video Customers 86

ShepHyken

MAY 9, 2018

I asked the front desk clerk what I got for that $100. So, I asked the front-desk clerk to do me a favor. It wasn’t her fault, and she was just the bearer of the bad news explanation. I had a similar “I’m sorry” experience when I went to check out at a hotel. There was a $35 resort charge that I didn’t know about.

Hotels 88

Hotels Customer Service Training Training Customer Service 88

Circular Edge

MARCH 17, 2020

Setup an ergonomically friendly workstation with adequate table space (align your arms squarely with the desk). Consider an adjustable standing desk and even a treadmill desk for options to increase blood flow and reduce stress on back. Try to setup your monitor(s) at or close to eye level with minimal bend in the neck.

Tips 52

Tips Conference Video Exercises 52

SurveySparrow

FEBRUARY 21, 2021

Place your phone charger far away from your desk so that you will have to stretch while reaching for it. They say sitting is the new smoking. Better still, invest in a standing desk that enables you to alternate between sitting and standing throughout the day to enjoy a productivity boost. Desk exercises take only a few minutes.

Exercises 52

Exercises How To Survey Conference 52

Help Scout

DECEMBER 5, 2018

All this is great news for customer support as an industry. The even better news? For Support-Driven Growth organizations, the right help desk software can make them even more effective at driving revenue. How do you measure your investment in software for help desks? Move from ticketing to a streamlined queue.

ROI 40

ROI Self Service Software Return on Investment 40

Steve DiGioia

JANUARY 9, 2017

I thought email was the preferred method to contact a business’s service or help desk. An example, according to whatis.techtarget.com , Facebook’s News Feed uses machine learning to personalize each member’s feed. Now I need to deal with a talking computer? I guess I’m still old fashioned. Virtual Reality and Holograms.

Self Service 100

Self Service Chatbots Advertising Fashion 100

Wired and Dangerous

FEBRUARY 17, 2015

It is the front desk clerk remembering your name and special requests. When my wife traded in her old car for a new model, the service tech could have told her that he had programmed her radio stations from her trade-in. It would have been like the front desk clerk remembering stuff. Latest News'

Hotels 70

Hotels Innovation Customer Experience How To 70

ShepHyken

MARCH 15, 2021

Business News Daily) Knowing your customer retention rate and some strategies to improve it can help you boost your bottom line. Thank you VIP Desk for this honor. There’s some excellent wisdom in his comments that we should all take note of. How to Calculate Your Customer Retention Rate by Max Freedman.

Customer Service 127

Customer Service Customer Service Training Customer Retention Training 127

Kayako

APRIL 6, 2017

The good news is that talking to customers is exactly what support does… for 40 hours a week. Even if the product team asked the support team how many customers requested a specific feature in the last quarter, pulling that information out of a help desk is impossible. No, we’re not talking Spanish, Hindi or Icelandic. .

Feedback 257

Feedback Metrics Management Meeting 257

CSM Magazine

DECEMBER 17, 2020

I’m either on the phone or away from my desk…” Callers understand that they’ve reached your voice mail. The good news about these telephone turnoffs is they are easy to avoid. Putting a caller on hold without asking permission is rude. Instead, ask permission and thank them: “May I put you on hold for a moment? Thank you.”.

Tips 98

Tips Customer Service Loyalty Communication 98

ChurnZero

DECEMBER 6, 2019

So your customers are more than likely to get excited when a personalized gift floats across their desks. . This includes time for brainstorming ideas, sourcing items from vendors, packing and shipping boxes, and delivery time to their actual desk (note that a Sending Platform handles the manual work for you).

eBook 80

eBook Roadmap Customer Success Tips 80

BirdEye

OCTOBER 24, 2023

Think of a typical medical practice workflow: Making the appointment Your experience with the front desk as you check in Your experience as you’re waiting Your experience with the clinician The checkout process A practice has the ability to get feedback for each step in that workflow. Data is just data, right? Humans are wonderful.

Healthcare 59

Healthcare How To Hospitality System 59

GetFeedback

OCTOBER 14, 2019

Some help desks have this automatically built into their knowledge base functionality. Subscribe where you can and, instead of having to seek out all of the new and innovative products, they can come to you. . Read the weekly emails, the recaps in the communities, or any new and hot news that pops up on your websites of choice.

Customer Experience 220

Customer Experience How To Knowledge Base Metrics 220

ShepHyken

APRIL 8, 2019

But perhaps the most enticing news of all? My Comment: Pegasystems came out with a new report that landed on my desk this week. These roles would offer $15 an hour for pay, provide overtime, and allow workers to qualify for healthcare coverage after 90 days of employment. The workers would be completely remote.

Customer Service 100

Customer Service Hotels Hospitality Government 100

Call Experts

FEBRUARY 18, 2021

They have helped over 30,000 organizations improve the Customer Satisfaction Scores (CSat) of their Customer Service Reps, Help Desk Staff, Call Center Agents, Tech Support Staff, and other team members.

Contact Center 52

Contact Center Omni-Channel Call Center e-support 52

Qualtrics

MARCH 31, 2020

Reduce the amount of social media and news you consume at home. Try to check the news once a day. And only to trusted news sources. Use your breaks to get away from your desk or work station. Be mindful of your social media consumption. Use one screen at a time. Multi-tasking is no easy feat. Break up the day.

Tips 47

Tips Social Media Exercises Communication 47

Playvox

JANUARY 13, 2022

That’s the good news. The bad news is that, according to Gartner, 80% of AI projects are never deployed. . Zendesk has long been a help desk powerhouse, and now they’re taking a significant share of the customer service software market. Barriers to adopting AI-enabled solutions will continue to fall.

Contact Center 79

Contact Center Trends Omni-Channel CRM 79

SurveySparrow

SEPTEMBER 27, 2022

It’s your CS rep’s job to tell you the truth – even if it’s bad news. Jokes aside, switching to a new help desk software is a great opportunity to enhance the existing customer service process. If you’re considering switching over to a new help desk software, bookmark this 9-step guide by Helpscout.

Customer Service 52

Customer Service Effort Score Customers Social Media 52

Interactions

MARCH 25, 2021

It’s hard to believe that only a year ago, we were meandering around our offices, sitting side-by-side in desk pods, and chatting by the water cooler. When office operations first shut down in March 2020, remote work felt like a mini vacation from our day-to-day routines.

Company 62

Company Culture Interaction Communication 62

CSM Magazine

JANUARY 28, 2021

People can share memes, interesting news articles, and personal updates here. Alternatively, you can arrange for the delivery of computers, portable printers , headsets, desks, and office chairs directly to their homes. For holidays, you can have dress up competitions or ask employees to decorate their desks accordingly.

Engagement 52

Engagement How To Video Innovation 52

Talkdesk

DECEMBER 2, 2019

The temptation to check a social feed, browse an online store, or read the news is a constant siren’s call. Is it okay for agents to keep personal devices on their desks or in their pocket? Is cell phone use permitted when agents are at their desks or restricted to when they’re away from the contact center floor?

Policies 56

Policies Call Center Contact Center Guidelines 56

Gainsight

FEBRUARY 15, 2023

The Current Market Is Good News for Product Peeps We’re seeing a lot of folks in SaaS affected by layoffs and cuts on spend. Something that gets dog-eared because it’s sitting on your desk that you’re referencing day to day, and thankfully the feedback I’m getting is a lot of teams are using it that way. Discovery is messy, right?

Exercises 52

Exercises Course Sales B2B 52

Oracle

FEBRUARY 8, 2018

Reaches out at strategic times when the prospect would most likely be at their desk (as reported by reputable consulting firms). The good news? . • Personalizes each interaction with the prospect, whether via phone or email, leading with what the prospect cares about. Making the switch from good to exceptional is fairly simple.

Sales 101

Sales Interaction System Consulting 101