Stella Connect

JULY 6, 2017

Thanks to digital technologies like chat , SMS, and social media , customer service delivery has come a long way. And yet, like a comfortable old pair of shoes, phone as a service channel still holds a special place. Is your phone service performance where it needs to be? Avoid Being Crushed by Heavy Call Volumes.

Call Center Solutions 40

Call Center Solutions Call Center Self Service Contact Center 40

TechSee

JUNE 25, 2019

It seems like every company in every industry wants to harness the power of AI to enhance operations and positively impact the lives of their customers. A Tata Consultancy Services survey found that 31.7% of major companies around the world are currently using AI customer service technologies, the second most common use of AI after IT.

Technology 122

Technology Customer Service Contact Center Gamification 122

Inbenta

MAY 16, 2022

According to a recent report , 68% of customers expect call center businesses to show empathy. By enforcing a chatbot strategy, you can help your business to connect with customers on their level, whilst also benefiting your bottom line. One way they do this is by creating a personalized experience for the customer.

Chatbots 52

Chatbots Self Service Telecommunications Company 52

ShepHyken

APRIL 28, 2017

This week on our Friends on Friday guest blog post my colleague, Murph Krajewski, writes about the importance of a single customer view when it comes to serving your customers. This will help lead you to forming important relationship with your customer. – Shep Hyken. Customer service needs customer data.

Customer Service 91

Customer Service Contact Center Self Service Call Center Solutions 91

TechSee

FEBRUARY 12, 2018

Well, if you happen to be in customer service, this list is for you. We’ve narrowed down the 5 key customer service technology trends to watch out for in 2018. 360-degree view of your customer. Infinity Mobile is a mobile ecommerce platform.Worth noting is their shopitag solution for mobile popup shops.

Trends 84

Trends Customer Service Multi-Channel Self Service 84

TechSee

FEBRUARY 12, 2018

Well, if you happen to be in customer service, this list is for you. We’ve narrowed down the 5 key customer service technology trends to watch out for in 2018. 360-degree view of your customer. Infinity Mobile is a mobile ecommerce platform.Worth noting is their shopitag solution for mobile popup shops.

Trends 84

Trends Customer Service Multi-Channel Self Service 84

Call Experts

FEBRUARY 10, 2022

Dispatching and on-call will help better your business’ customer service. And, businesses can grow revenues between 4% and 8% above their market when they prioritize better customer service experiences. It’s no secret that call centers and call services are necessary for any business.

Self Service 52

Self Service How To Call Center Call Center Solutions 52

Magellan Solutions

JULY 27, 2017

As opposed to the more traditional, premise model, cloud call center solutions are cheaper, faster and simpler to set-up and maintain, because all the hardware, software and maintenance is shouldered by the provider. Need for omnichannel communication. Utilization of remote call center agents.

Call Center 56

Call Center Trends Industry Report 56

TechSee

MARCH 13, 2018

The hype was generated by successive breakthroughs in multiple industries, such as self-driving cars, smart assistants, etc., The customer service industry, in particular, pinned high hopes on AI, expecting that upon its introduction to the market, smart machines would truly transform the customer experience.

Customer Service 95

Customer Service Chatbots Virtual Agent How To 95

NobelBiz

FEBRUARY 17, 2023

Call Avoidance comprises all strategies employed by contact center supervisors and agents to avoid answering calls. There are further ways for agents to avoid calls, but they require a clever approach in order not to hurt KPIs. 7 Call Avoidance Tactics for Call Centers 1.

Call Center 52

Call Center Strategy Self Service Policies 52

TechSee

OCTOBER 22, 2019

This simple tactic avoids unpleasant surprises that can lead to customer churn. Next Issue Avoidance (NIA) is a metric used by a growing number of customer service departments, one that encourages and enables agents to predict likely problems. Improve self-service options. Next Issue Avoidance. Poll your agents.

Contact Center 84

Contact Center Self Service Effort Score Average Handle Time 84

TechSee

OCTOBER 31, 2018

Artificial Intelligent applications are revolutionizing the way telecoms operate, optimize and provide service to their customers. Today’s communications service providers (CSPs) face increasing customer demands for higher quality services and better customer experiences (CX).

Industry 100

Industry Telecommunications Trends Self Service 100

TechSee

MAY 29, 2018

Visual engagement and support are maturing as a technology, and are swiftly becoming key differentiators in many customer service organizations. With millennials growing as a consumer segment and driving a shift in consumer behavior, the demand for visual aids and communication is increasing.

Contact Center 95

Contact Center Engagement Call Center Net Promoter Score 95

Stella Connect

JULY 6, 2017

Thanks to digital technologies like chat , SMS , and social media , customer service delivery has come a long way. And yet, like a comfortable old pair of shoes, phone as a service channel still holds a special place. Phone service performance is crucial as it remains the highest volume channel for most of our clients.

Call Center 40

Call Center Call Center Solutions Self Service Ecommerce 40

NobelBiz

FEBRUARY 21, 2023

Improves the First Contact Resolution (FRC) If you operate a call center, you know the importance of First Contact Resolution (FCR). This is a metric that assesses the efficacy and quality of customer service and has a direct impact on customer satisfaction. Each channel has its own set of advantages.

Contact Center 52

Contact Center Abandon Rate Self Service Management 52

Kustomer

FEBRUARY 19, 2024

is a cloud-based customer support solution designed to enable businesses of all sizes to deliver exceptional customer service. Zendesk Overview Zendesk is a customer service software that offers a comprehensive set of features that helps businesses improve interactions and enhance overall customer satisfaction.

Self Service 52

Self Service Software Knowledge Base Social Media 52

ViiBE Blog

AUGUST 2, 2021

A CRM integrated call center solution goes beyond just storing and utilizing customer data – it turns call center support into a centralized, cross-functional solution. How a customer service CRMs work. It can thus benefit you and your business in many different ways such as: 1.1.

CRM 52

CRM Call Center e-support Social Media 52

NobelBiz

FEBRUARY 22, 2023

The customer service industry has been changing to place the customer in the first place. Contact center data plays a significant part in this growth, and the most successful firms make the most of this technology. Metrics are then saved in your call center software’s database.

Call Center 52

Call Center Analytics Contact Center How To 52

TechSee

DECEMBER 5, 2017

To ensure high levels of customer satisfaction, companies must provide stellar customer service anytime, anywhere, and through any touch point. 1. Casengo is a cloud-based customer support software platform that enables companies to provide customer service through social networks, email or chat.

Contact Center 116

Contact Center Customer Satisfaction Technology Self Service 116

TechSee

NOVEMBER 20, 2017

One of the biggest changes happening in customer service right now is in automating the customer experience. Now that so much of the customer experience is self-service, businesses need to make every part of a customer’s interaction fast, easy, and intuitive.

Chatbots 117

Chatbots Innovation Customer Service Self Service 117

TechSee

FEBRUARY 7, 2023

Ideally, this could result in far faster service, better self-service containment rates, improved adoption of digital self-service channels like chatbots, and reduced demand for call center solutions. Is Generative AI for Service Too Good to Be True? In a word, maybe.

Innovation 124

Innovation Self Service Chatbots Call Center Solutions 124