Upstream Works

SEPTEMBER 5, 2019

The most obvious example of a channel would be Voice, or calls placed to a call center or contact center to be answered by the next available agent, courtesy of call center software. An organization offering multiple customer channels is often referred to as having a “multichannel” contact center.

Contact Center 60

Contact Center Self Service Trends Technology 60

eGain Blogs

JUNE 1, 2021

eGain’s AI-powered Knowledge Hub excels at serving up this kind of knowledge and guidance. When COVID hit, contact center supervisors were caught between a rock and a hard place—a flood of incoming calls on one side and agent dislocation on the other. Supervisors. KEY FEATURES. Content management. Findability.

Contact Center 52

Contact Center Self Service Average Handle Time Analytics 52

Answer Dash

JANUARY 1, 2019

While automation continues to grab headlines in a variety of industries, there’s plenty of innovation happening in this space in other key areas that can improve your customer and agent experience – and in some cases, you’ll see gains in both quality AND efficiency – a rare win-win. In a way, Slack becomes an internal knowledge base.

Contact Center 67

Contact Center Knowledge Base Chatbots System 67

COPC

APRIL 1, 2024

Global Benchmarking Series | Contact Center Technologies Today, executives deploy digital solutions with increased confidence and swiftness. Contact Center Training: A Digital Leap Forward The way we train new hires at contact centers has changed drastically.

Customer Experience 91

Customer Experience Contact Center Gamification Chatbots 91

NobelBiz

JANUARY 10, 2021

Mobility, flexibility, automation… the development of chatbots is the inevitable result of a ten-year technological convergence that has swept across all companies and contact centers. What are its advantages for contact centers? Why do call centers need a chatbot? How does a chatbot function? What is a chatbot?

Contact Center 52

Contact Center Chatbots Virtual Agent Call Center 52

Comm100

DECEMBER 1, 2017

For many organizations, a huge part of this new year task is setting contact center priorities — priorities that can have a colossal impact on the customer experience. But deciding on annual goals and specific yearly focuses for a call center isn’t always easy. Tip: Begin to examine your existing contact center processes.

Contact Center 105

Contact Center Report Customer Journeys Customer Centricity 105

NobelBiz

OCTOBER 31, 2023

Timing is not just a skill; it’s the heartbeat of outstanding customer support. In the contact center world, every second counts, and a well-timed response can turn an inquiry into a loyal customer. From sentiment analysis to agent impact, discover the future of contact centers. Don’t miss it!

Call Center 104

Call Center Contact Center Software Contact Center Social Media 104

Answer Dash

SEPTEMBER 19, 2018

It’s been an interesting quarter in the contact center technology space. Salesforce announced that Desk.com is going away in March 2020 and they’re moving customers to Service Cloud Lightning. This is a customer engagement platform that gives us a fresh look at omnichannel customer service.

Contact Center 61

Contact Center Self Service Omni-Channel Knowledge Base 61

Eptica

MAY 18, 2016

Date: Wednesday, May 18, 2016 Meeting the needs of contact center agents. Author: Anne-Merete Jensen Delivering a great customer experience is vital to every organization today – and much of the responsibility for delivering this comes down to contact center agents. Published on: May 18, 2016.

Contact Center 51

Contact Center Meeting Net Promoter Score Average Handle Time 51

Eptica

SEPTEMBER 28, 2015

Date: Monday, September 28, 2015 The evolution of contact center performance. Author: Pauline Ashenden In the past contact centers were often viewed as a cost cente r, meaning that the primary goal of companies was to run them as efficiently as possible while still responding to customers competently.

Contact Center 48

Contact Center Self Service Net Promoter Score Call Center 48

Eptica

FEBRUARY 2, 2016

Date: Wednesday, February 3, 2016 Making the change from call center to contact center. Author: Laurence Chami 20 years ago customer service existed in a world dominated by voice , hence the widespread reliance on call centers to manage customer service interactions. Published on: February 03, 2016.

Omni-Channel 48

Omni-Channel Contact Center Call Center Self Service 48

Upstream Works

JANUARY 18, 2022

Businesses are having to rethink how to engage with employees to keep them happy, motivated, and engaged. No area of business has been impacted by the great resignation more than the contact center. Many organizations were focused on improving customer experience and digitizing the contact center just two years ago.

Contact Center 78

Contact Center Virtual Agent Self Service Knowledge Base 78

ShepHyken

JULY 31, 2023

Understanding and predicting customer needs are key to effective customer engagement. By analyzing their data and journey, businesses can provide tailored assistance “in the moment” This not only solves customers’ problems efficiently but also strengthens the relationship.

Interaction 118

Interaction Chatbots Knowledge Base Contact Center 118

RapportBoost

DECEMBER 10, 2018

Read the transcript below: Nicholas Rodriguez: …the highest priorities for Contact Centers that focus on the customer. So, Talkdesk Enterprise Contact Center empowers companies to make their Customer Experience a competitive advantage. So, without further introductions, let’s go ahead and get started.

Contact Center 40

Contact Center Customer Centricity Omni-Channel Chatbots 40

Eptica

SEPTEMBER 3, 2015

Date: Friday, September 4, 2015 Why your CEO should work a shift in the contact center. Author: Anne-Merete Jensen In competitive markets, customer service is often the most important differentiator. A spell on the frontline helps people get a much better feel for the negatives and positives of the customer experience.

Contact Center 48

Contact Center Chief Customer Officer Social Media Knowledge Base 48

TechSee

DECEMBER 16, 2020

The connected and agile platform integrates multiple data sets and workflows across contact centers, field services, and third-party systems for enhanced collaboration. And, initiating the visual remote assistance functionality right from within the Salesforce platform gives the customer an optimal CX. The future is wide open.

Net Promoter Score 109

Net Promoter Score Contact Center Average Handle Time NPS 109

ShepHyken

JANUARY 18, 2019

This rings especially true in the contact center, where many of the simpler, repetitive tasks are still performed by humans. You also find that a large percentage of interactions deal with simple copy and pastes from your knowledge base. Technology is on your side.

Customer Experience 93

Customer Experience Contact Center Airlines Average Handle Time 93

Comm100

NOVEMBER 2, 2020

Embedded with resources the bank already has set up within the knowledge base, the chatbot can answer frequently asked questions, say, about the minimum requirements for getting a mortgage, or the bank’s available mortgage plans. The agent can then choose the best answer and send it to the customer with a click of a button.

Chatbots 146

Chatbots Examples Customer Service Banking 146

TechSee

APRIL 17, 2022

In today’s digitally managed call centers, organizations optimize their CRM and support center software to provide agents with the optimal account information at each stage to create as much “warm” in the interaction as possible, allowing agents to more easily understand and address customer needs. Conclusion .

Self Service 207

Self Service Customer Experience Call Center Omni-Channel 207

TechSee

OCTOBER 9, 2018

Utilize robust self-service tools such as FAQs, AI-powered knowledge bases and virtual technicians to help them find answers by themselves quickly. Focus on messaging apps: If messaging is your customers’ favorite method of communication, you should excel at it. Cloud-based, omni-channel CRM solutions.

Omni-Channel 359

Omni-Channel Self Service Customer Service Virtual Agent 359

NobelBiz

FEBRUARY 22, 2023

As the key to customer relations between companies and consumers, the contact center and more specifically agents, must respect a perfect showcase of a brand for the outside world. It is one of the most typical criteria assessed in contact center support services. In general, contact centers aims to minimize AHT.

Abandon Rate 52

Abandon Rate Average Handle Time Contact Center Call Center 52

Bold360

MARCH 1, 2021

Since tragic childhood accidents can occur anytime, community engagement to prevent them shouldn’t be a “9 to 5” job. We recently spoke with LogMeIn’s Yaniv Reznik, Head of Customer Engagement, Products, about the collaboration. How did Bold360 begin working with Safe Kids Israel? How did Bold360 help solve those challenges?

Engagement 98

Engagement Chatbots Knowledge Base Hospitality 98

NobelBiz

MARCH 21, 2023

When a problem arises, the customer expects a quick and efficient resolution. It isn’t easy to satisfy every customer on the first interaction. However, by studying customer experience metrics such as FCR, contact centers can create a balance between customer satisfaction and reducing service costs.

First Call Resolution 52

First Call Resolution Call Center Contact Center Knowledge Base 52

NobelBiz

FEBRUARY 15, 2023

As the key to customer relations between companies and consumers, the contact center and more specifically agents, must respect a perfect showcase of a brand for the outside world. It is one of the most typical criteria assessed in contact center support services. In general, contact centers aims to minimize AHT.

Abandon Rate 52

Abandon Rate Average Handle Time Contact Center Call Center 52

BlueOcean

SEPTEMBER 14, 2016

In a world fueled by technology and a culture plagued by busy-ness, where many people turn to texting and instant messaging as their first and fastest route of communication, it makes sense why live chat is a growing channel for customer support. That’s something we strive to avoid at all costs here at Blue Ocean Contact Centers.

Multi-Channel 120

Multi-Channel Contact Center Knowledge Base Customer Journeys 120

Kustomer

JUNE 27, 2022

These features can include, but are not limited to: Improve response times Personalize customer engagement Track employee performance Scale smartly Streamline self-service Enhance the agent experience. Types of Customer Support Software. An internal knowledge base is home to information meant to be used by employees (i.e.,

Software 98

Software Tools Customer Service Self Service 98

Upstream Works

MARCH 21, 2019

If an organization is to stand out and make an impact in today’s busy and fickle customer landscape, it needs to make customer engagement as effortless as possible. With a great customer experience, customer needs are anticipated, met and even exceeded – whether it’s a restaurant or a contact center.

Customer Experience Management 92

Customer Experience Management Self Service Strategy Customer Experience 92

eGain Blogs

FEBRUARY 7, 2020

. “Though KM has historically been primarily an area of interest for support, I’m seeing more organizations, including professional services, managed services, and customer success, formalizing the capture and sharing of knowledge.” ” Knowledge improves call center metrics (KPIs). per contact.

Call Center 52

Call Center Metrics Self Service Contact Center 52

TechSee

OCTOBER 29, 2019

Understanding current customer-facing processes helps enterprises highlight customer needs and pain points, allowing it to remove any obstacles and make its self-service strategy efficient and intuitive. Step 3: Choose the right engagement channels. Step 4: Place self-service at the core of a Customer Engagement Hub.

Self Service 95

Self Service Strategy Effort Score Net Promoter Score 95

Comm100

OCTOBER 25, 2021

Call centers are evolving to become contact centers in increasing numbers, supporting a wide variety of contact channels for customers. With customers demanding the superior experience that digital channels provide, it has become key for contact centers to adopt live chat and other digital technologies.

Contact Center 220

Contact Center Knowledge Base Omni-Channel Chatbots 220

eGain Blogs

JUNE 1, 2021

eGain’s AI-powered Knowledge Hub excels at serving up this kind of knowledge and guidance. When COVID hit, contact center supervisors were caught between a rock and a hard place—a flood of incoming calls on one side and agent dislocation on the other. Supervisors. KEY FEATURES. Content management. Findability.

Management 52

Management Contact Center Self Service Average Handle Time 52

Eptica

JULY 6, 2016

Given this pressure, along with the need to operate as efficiently as possible, how are contact centers evolving to meet changing needs? The report is based on a survey of 221 UK contact centre managers working across 11 different vertical industries ranging from small contact centers of up to 50 agents to those with 200+ agents.

Trends 49

Trends Customer Service Social Media Contact Center 49

CSM Magazine

FEBRUARY 21, 2022

For example, research conducted by Aberdeen Group reveals that companies with robust omnichannel strategies had a customer retention rate of 89% compared to 33% of organizations with no such plan. For instance, regular customer experience interactions concentrate on a single track per consumer at a particular time.

Omni-Channel 52

Omni-Channel Self Service Tools Customer Experience 52

Eptica

JUNE 22, 2016

In this digital world we know more and more about our customers and their needs, and successful organizations use this to deliver an improved, consistent and faster customer experience that builds customer satisfaction , loyalty and increases revenues. For this strategy to work it needs to overcome three key challenges: 1.

Customer Experience 55

Customer Experience Knowledge Base Contact Center System 55

Eptica

AUGUST 5, 2016

Domestic & General With more than 7 million UK customers, Domestic & General is the UK’s leading warranty specialist. Customer service is handled by 1,400 agents in three contact centers. Agents can give feedback and comments on answers, which is then used to improve the content within the knowledge base.

Customer Service 48

Customer Service Management Knowledge Base Contact Center 48

Eptica

JULY 29, 2016

Author: Dharmesh Ghedia In my previous blog I outlined how important knowledge is to successfully deliver customer service , and how to overcome the challenges of creating a centralized, multichannel knowledge base. Knowledge sharing has to be central to company culture.

Customer Service 48

Customer Service Management Knowledge Base Contact Center 48

Lithium

OCTOBER 5, 2021

Have you heard about our Customer Podcast? Check out the latest Titans of Customer Engagement podcast featuring Epic Titan, Tune in today for strategic conversations about creating the world’s greatest customer experiences. 3 Things we learned at Khoros Engage 2021. Apple Podcasts. Google Podcasts.

Chatbots 52

Chatbots Knowledge Base Contact Center Video 52