ViiBE Blog

JULY 15, 2021

What is a great call center answer? Call Center , Customer experience. Inbound call centers are one subset of call centers. When calling a call center, what kinds of call center answers can you expect? Call center agents answering questions.

Call Center 52

Call Center Self Service e-support Insurance 52

ViiBE Blog

MAY 13, 2021

Customers often contact a call center when they are frustrated or experiencing an issue with a product or service. In the background, entire systems run behind the scenes to manage their call and put them in touch with a representative as efficiently as possible. There are different types of call centers.

Call Center 52

Call Center Technology Virtual Call Center Contact Center 52

Magellan Solutions

FEBRUARY 2, 2022

When businesses discuss outsourcing initiatives, it always comes down to markets specializing in BPO services like the Philippines. However, India started losing ground to the Philippines when fraudulent activities of Indian call centers were exposed in 2016. A Brief History of the Call Center Industry in the Philippines.

Call Center 75

Call Center Industry Contact Center Government 75

NICE inContact

MAY 8, 2019

Specifically, how do your customers feel about your customer service? Or are they still most satisfied with a phone call with a competent agent? Are you being realistic about whether your customer service really satisfies your customers? Have they embraced your new, leading-edge, AI-enabled chatbots?

Self Service 136

Self Service Contact Center Chatbots Omni-Channel 136

Inbenta

SEPTEMBER 29, 2022

A call center experiencing higher than average call volume is stressful. Think about it: endless phone ringing, long call queues, frustrated customers, and anxious staff. All this is enough to cause call agent demotivation, high error margins, and low customer satisfaction.

Call Center 52

Call Center Self Service Chatbots e-support 52

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

Call Experts

JULY 15, 2021

Storm season is upon us, and you know what that means: it’s time to start hurricane planning with your team and your call center to avoid the anxiety, stress, and chaos that comes with it. . How call center solutions support your business with hurricane planning to ensure your business doesn’t have to suffer.

Call Center Solutions 52

Call Center Solutions Call Center Contact Center Training 52

NobelBiz

FEBRUARY 2, 2021

Technology is a Key Component to Successful Training for Call Center Agents 1. Telephony, which is a hot channel for customer experience, should not be left aside. When an agent doesn’t sound enthusiastic about the product he or she is selling, customers won’t be either. Another measure is the service level.

Call Center 52

Call Center Training Tips Contact Center 52

BlueOcean

AUGUST 15, 2017

The procurement process for seeking an outsourced contact center is naturally focused on the tangible functionalities, capacities, competencies and capabilities of a potential vendor. A buyer is looking for a partner who can deliver cost savings, improved profitability, and lower risk, not to mention exceptional customer service.

Contact Center 0

Contact Center Customer Service Call Center Training 0

BirdEye

JULY 7, 2023

Today’s customers expect answers in real time. That’s why a customer service chatbot is a necessary tool for a successful business. With this tool, you can quickly and accurately respond to customer service questions, even if it’s at midnight. Table of contents What is a chatbot for customer service?

Chatbots 96

Chatbots Customer Service Social Media Banking 96

ShepHyken

NOVEMBER 27, 2023

Each week, I read many customer service and customer experience articles from various resources. Field Tested Tips for Aligning Customer Service and Marketing by Ronnie Gomez (Sprout Social) If a business is an orchestra, then every department is its own instrument. Here are my top five picks from last week.

Customer Service 66

Customer Service Net Promoter Score Tips Brands 66

C3Centricity

MARCH 31, 2020

How can some companies get customer service so wrong?! It describes one recent personal example of disinterested client support, from which I have drawn seven learnings for everyone wanting to deliver awesome customer service. Me : “ Is TomTom just trying to irritate a long-standing customer?

Customer Service 177

Customer Service Customers CRM Customer Care 177

ShepHyken

SEPTEMBER 14, 2020

Each week I read a number of customer service and customer experience articles from various resources. 12 Ways to Celebrate Customer Service Week by Vanessa Brangwyn. While many people think this is a celebration about our customers, it is just as much a celebration about our people who take care of our customers.

Customer Service 85

Customer Service Net Promoter Score eBook B2B 85

ShepHyken

DECEMBER 5, 2022

Each week, I read many customer service and customer experience articles from various resources. Cleaning a Toilet vs. Calling Customer Support: 3 Factors Impacting the Customer Experience by Eric Smuda. Those three factors are why customers are frustrated with the customer support experience.

Customer Service 69

Customer Service Hospitality e-support eBook 69

NobelBiz

MAY 16, 2023

And the way to tackle this issue was to create a light and scalable contact center infrastructure that can simplify procedures and centralize data. To be exact, 36% of contact centers currently use any form of cloud technology, including software as a service (Saas), hosted, hybrid, and private cloud.

Contact Center 52

Contact Center Customer Service Contact Center Software Call Center 52

Comm100

JUNE 13, 2018

Welcome to the first of a new series of monthly posts where I will be looking at the best of Customer Service, Customer Experience and Customer Success articles that can be found online. Michael Pace on his site, the Pace of Service (I really like the name by the way!)

Customer Service 102

Customer Service Airlines Call Center Metrics 102

Call Experts

SEPTEMBER 22, 2022

If you’re planning to develop customer service FAQ questions for your customers, it’s essential to know the most common questions. . Common questions appear on a customer’s search bar or daily questions, while uncommon questions may overwhelm them. What are Customer Service FAQ Questions?

Customer Service 52

Customer Service Policies Call Center Social Media 52

Talkdesk

DECEMBER 7, 2015

Not one alert was blinking, in the call center software interface. The support numbers were displayed on the website with care, In the hopes that customers would soon be there. The call center agents were sitting ready at their stations, While their managers waited with high expectations. Oh golly,” said Timmy. “Oh

Call Center 40

Call Center Software Call Recording Groups 40

Magellan Solutions

DECEMBER 28, 2015

Many small, medium, and large-scale companies have partnered with call centers and other business process outsourcing (BPO) companies for purposes of decreasing their overhead costs while increasing productivity and efficiency. Poor customer service will affect the company’s reputation, sales, and ultimately, their bottomline.

Call Center 40

Call Center Poor Customer Service Industry Resources 40

Comm100

AUGUST 24, 2016

The problem might be with the quality of your product/service. But it might be largely due to your customer care practices. Here’s how you can tell if your customer service, for lack of a better word, sucks. You rarely—or never—have repeat customers. Your customer care staff is bitter and unmotivated.

Customer Service 120

Customer Service Social Media Customer Service Representative Multi-Channel 120

TechSee

OCTOBER 23, 2018

Are you calling to make another reservation? Personalization as a driver in customer service. AI has the power to achieve mass personalization by harnessing huge amounts of data from multiple data sources and uncovering patterns in customer behavior. Examples of AI-Driven Personalized Customer Service.

Tools 157

Tools Customer Service Chatbots How To 157

NobelBiz

MAY 16, 2023

And the way to tackle this issue was to create a light and scalable contact center infrastructure that can simplify procedures and centralize data. To be exact, 36% of contact centers currently use any form of cloud technology, including software as a service (Saas), hosted, hybrid, and private cloud.

Contact Center 40

Contact Center Customer Service Contact Center Software Call Center 40

Playvox

MARCH 12, 2024

When you’re working in a contact center, this is your reality — taking contact after contact, call after call, from people who either need support or are angry about their experience with your company’s product or solution. The importance of agent motivation in a call center cannot be overstated.

Contact Center 78

Contact Center How To Call Center Gamification 78

Kayako

MAY 13, 2022

Today’s customer expects efficient, seamless interactions with products, services, and customer service help across various devices. Fortunately, customers also like to help themselves. The portals also automate routine customer issues such as changing account information or passwords.

Self Service 275

Self Service Knowledge Base e-support Policies 275

Comm100

JUNE 5, 2018

Unsurprisingly, the enthusiasm of AI has spilled over to customer experience (CX) in the hope of improving call center efficiency. This uncertainty has generated myths about AI, such as the popular thinking that AI will replace call center agents or equally popular, that AI will solve all CX problems.

Contact Center 121

Contact Center Call Center Self Service Chatbots 121

TechSee

NOVEMBER 27, 2018

The steady progress toward deeper implementation of AR within Customer Service is inevitable. To learn more about how AR can help your enterprise increase efficiency, reduce labor intensity and enhance customer satisfaction, click here to download our Infographic depicting the role of AR in Customer Service.

Infographics 84

Infographics Self Service Customer Service First Call Resolution 84

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. Download Free. avaritia / Greed.

Customer Service 123

Customer Service Social Media Customer Satisfaction Customers 123

Comm100

APRIL 8, 2016

Surprisingly, Amazon’s success isn’t rooted in multi-million dollar advertising campaigns or shortening product life cycles, but rather, the desire to be the “Earth’s Most Customer-Centric Company” In the mind of Bezos, the success of a business is dependent on the ability to hone in on customer satisfaction.

Customer Service 105

Customer Service Social Media Call Center Multi-Channel 105

NICE inContact

AUGUST 9, 2018

In a previous blog, I outlined 14 different metrics that contact centers should be tracking to improve customer experience. However, these metrics are designed to influence real-time decision making in your contact center. Are my customers willing to recommend my product or services to others? 2) Disagree. (3)

NPS 122

NPS Metrics Net Promoter Score Customer Service 122

TechSee

MAY 29, 2018

Visual engagement and support are maturing as a technology, and are swiftly becoming key differentiators in many customer service organizations. They have found that visual engagement and support have a dramatic effect on KPIs measured in every call center: NPS, FCR and Truck Rolls. Higher agent engagement.

Contact Center 95

Contact Center Engagement Call Center Net Promoter Score 95

Comm100

DECEMBER 19, 2017

Here is a detailed step-by-step guide to setting goals and strategizing for customer experience improvement. Free Download] 50 Customer Service Training Activities for Live Chat and Telephone Teams. The activities in this eBook can be great training materials to improve customer service or morale in your team.

Strategy 287

Strategy Customer Experience How To Customer Journeys 287

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

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

Interactions

MARCH 6, 2023

Inflation is a pervasive economic force that can significantly impact industries and job markets, including the customer experience (CX) industry. Even though, we expect to see even more job losses in the customer service sector as inflationary pressures continue to mount.

Airlines 62

Airlines Call Center Technology Interaction 62

Comm100

JULY 28, 2016

A lot of different concerns crop up when you consider the best way to train your team in customer service. With over two decades of experience in the customer service training industry, Ray knows what it takes to get your staff focused on the customer experience.

Customer Service Training 100

Customer Service Training Training Customer Service Customers 100

Playvox

JULY 14, 2023

Here’s the blueprint for achieving greater agent productivity in your call center. Contact Center Agent Productivity Defined Call center agent productivity is based on the efficiency and effectiveness with which your agents handle customer interactions, such as incoming calls, emails, chats, and social interactions.

Contact Center 74

Contact Center Measurement Call Center Effort Score 74

Vonage

SEPTEMBER 25, 2015

By Sarah Metcalfe, Head of Customer Service at SureFlap. As the leading provider of intelligent pet products, customer service has been a major focus for us since day one. We knew that creating a great product means nothing unless you back it up with amazing customer service.

Customer Service 120

Customer Service Net Promoter Score Competitive Advantage Case Study 120