Calabrio

JUNE 13, 2017

Contact centers have been going through a change for some time. The days of fielding quick and simple calls are in the past. Self-service has put the customer in charge of their experience , leaving call centers tasked with facing only the most complex and difficult calls. Empowering your team.

Self Service 100

Self Service Contact Center Call Center Training 100

Calabrio

JUNE 13, 2017

Contact centers have been going through a change for some time. The days of fielding quick and simple calls are in the past. Self-service has put the customer in charge of their experience , leaving call centers tasked with facing only the most complex and difficult calls. Empowering your team.

Self Service 100

Self Service Contact Center Call Center Training 100

TechSee

MARCH 19, 2018

Companies are increasingly turning to artificial intelligence (AI)-powered contact center solutions to meet consumers’ growing demand for better CX, reduce costs and alleviate pressure on agents. In customer service, it helps the computer see the problem, as a true virtual technician.

Call Center 84

Call Center Self Service Contact Center Analysis 84

COPC

NOVEMBER 5, 2021

These changes were highlighted during the Optimizing Pandemic Contact Center Outsourcing Relationships pre-event workshop that COPC Inc. hosted as part of this fall’s Execs In The Know’s Customer Response Summit. This channel has become one of the fastest-growing customer service channel offerings.

Contact Center 52

Contact Center ROI Customer Journeys Touchpoint 52

SaleMove

MAY 14, 2021

This includes the insurance industry: many have grappled with the desire to deliver impeccable and uninterrupted customer service while their teams work remotely. Customers have come to expect access to offerings online and for insurers to meet them within their digital journey. Customer-Centricity Sets Insurers Apart.

Insurance 52

Insurance Self Service Contact Center Call Center 52

Talkdesk

MAY 22, 2020

Using my experience of switching contact center provider to Talkdesk® as an example, the following three ways of data gathering were particularly helpful: Other professionals: What challenges did they face? White papers: What research already exists? I made sure to note the outcomes. End users are also your stakeholders.

Contact Center 94

Contact Center Comparison Call Center Data 94

Comm100

OCTOBER 17, 2017

Before “customer service” was even a thing, the Seven Deadly Sins existed as a guideline for moral living. Perhaps somewhat surprisingly, some of these “old school” lessons still have a place in the society of today, and have significant overlap with bad customer service practices. avaritia / Greed. acedia / Sloth.

Customer Service 122

Customer Service Social Media Customer Satisfaction Customers 122

Uniphore

DECEMBER 17, 2021

Contact centers are the main touchpoints with members, greatly impacting overall member satisfaction. In fact, more than four out of ten members (43%) report that they prefer the call center as the primary channel for communicating about their health plan. What’s the key to driving improved customer satisfaction?

Self Service 130

Self Service Healthcare Contact Center Effort Score 130

COPC

OCTOBER 13, 2021

This blog entry was written in conjunction with our upcoming Optimizing Post-Pandemic Contact Center Outsourcing Relationships pre-event workshop during Execs In The Know’s Customer Response Summit. To learn more about these priorities, check out our white paper , The 2021 State of Contact Center Vendor Management.

Contact Center 52

Contact Center Call Center Training Management 52

Magellan Solutions

JULY 28, 2021

However, perks and benefits of the product only contributed to 20% of customers buying decisions. 80% of the time, they base their decision on their customer service experience. Moreover, 86% of these customers say they are most likely overwhelmed and annoyed if they get a lot of reviews of the product in just one conversation.

B2B 52

B2B Call Center Social Media Omni-Channel 52

LiveChat

NOVEMBER 16, 2018

Research from American Express shows that 70% of customers are willing to pay a premium to do business with a company that offers great customer service. On the other hand, poor customer service can cost companies dear. So we agree that extraordinary customer service is expected, and not exceptional anymore.

Poor Customer Service 45

Poor Customer Service Call Center Customer Service Representative Customer Care 45

NICE inContact

NOVEMBER 9, 2018

Too often, efforts to improve contact center performance are based business goals like increasing labor efficiency, or lower operating cost. But contact centers are not built to serve managers, they are built to serve customers. Be there when your customers need you. Most interactions occur over the phone.

Contact Center 122

Contact Center Contact Center Software Self Service Chatbots 122

Avaya

AUGUST 25, 2017

This white paper features an analysis of the top five causes of outages with the percentage of those outages that could potentially have been prevented had leading practices been followed.

Communication 64

Communication System Analysis Software 64

Avaya

AUGUST 25, 2017

This white paper features an analysis of the top five causes of outages with the percentage of those outages that could potentially have been prevented had leading practices been followed.

Communication 53

Communication System Analysis Software 53

Help Scout

AUGUST 11, 2021

One of the best ways to stay current with trends and customer needs is by following customer service blogs. Below are nine customer service blogs we love, with breakdowns of what content you can expect to find on them and details on why they’re so amazing. Motivational quotes on customer service.

Customer Service 80

Customer Service eBook Leadership Resources 80

TechSee

DECEMBER 12, 2017

Are you part of the 80% of enterprises that feel their current customer service systems do not meet their future needs? To enhance customer satisfaction, more and more companies are transforming into an omnichannel contact center – providing a frictionless customer service experience across multiple touchpoints.

Omni-Channel 143

Omni-Channel Customer Experience Contact Center Touchpoint 143

Magellan Solutions

AUGUST 11, 2021

Here at Magellan Solutions, we list down the complete campaign components for outbound telemarketing services Philippines. Determine telemarketing call center Philippines objectives. Here you will outline your Philippines outbound call center campaign plan. Customer service. Lead generation.

ROI 52

ROI Call Center Measurement Contact Center 52