ViiBE Blog

DECEMBER 18, 2020

Both call centers and contact centers are critical tools for customer service. Setting up a successful call or contact center is important for ensuring customer satisfaction and for building a brand’s value. What are call centers ? What are contact centers ?

Call Center 52

Call Center Contact Center Omni-Channel Social Media 52

Uniphore

DECEMBER 17, 2021

This is especially true given the increasing competition from more technology-savvy competitors and disruptive market entrants from non-healthcare sectors such as retail. Contact centers are the main touchpoints with members, greatly impacting overall member satisfaction. Understanding Customer Service Challenges for U.S.

Self Service 130

Self Service Healthcare Contact Center Effort Score 130

SaleMove

MARCH 12, 2021

Bots, in particular, are radically changing customer care with popular self-service options that decrease wait times and reserve live agents for more challenging issues that require a human touch. Bots are fundamentally changing how contact centers and customer care departments function.

Contact Center 97

Contact Center Self Service Customer Care Innovation 97

NICE inContact

APRIL 5, 2019

A big challenge for inbound operations is that the business has very little control over when a customer decides to make a call. This lack of control makes it hard for a business to know how many agents they need to have working at any one time so customers don’t get frustrated by long wait times.

Call Center 121

Call Center Contact Center Competitive Advantage Wait Times 121

ShepHyken

MAY 4, 2020

Each week I read a number of customer service and customer experience articles from various resources. Customer Experience is the way! Reopening Faces Its Next Challenge: Retail Marketing by PYMNTS. Our customers have been impacted in a way that has them thinking and behaving differently.

Customer Service 96

Customer Service Contact Center Retail B2C 96

SaleMove

MARCH 12, 2021

Bots, in particular, are radically changing customer care with popular self-service options that decrease wait times and reserve live agents for more challenging issues that require a human touch. Bots are fundamentally changing how contact centers and customer care departments function.

Contact Center 52

Contact Center Self Service Customer Care Innovation 52

Talkdesk

JANUARY 23, 2017

How many contact center jobs is enough? On one hand, it’s not acceptable to force customers to wait too long on calls because not enough agents are available. One of the primary roles of a call center supervisor is to determine how many agents are necessary to do the job well. Seasonality.

Contact Center 40

Contact Center Call Center Wait Times Customer Retention 40

Talkdesk

JANUARY 23, 2017

How many contact center jobs is enough? On one hand, it’s not acceptable to force customers to wait too long on calls because not enough agents are available. One of the primary roles of a call center supervisor is to determine how many agents are necessary to do the job well. Seasonality.

Contact Center 40

Contact Center Call Center Wait Times Customer Retention 40

Oracle

JULY 14, 2020

Richard Crone, CEO of Crone Consulting, estimated in a blog from the National Retail Federation that the use of contactless payments have grown by 20% since the beginning of the pandemic. Curbside pickup has become popular with retailers, restaurants, and grocery stores.

Trends 111

Trends Customer Experience Wireless Consumers 111

Think Customers

JULY 29, 2022

Every time customers interact with a customer service representative, do a keyword search, click through a brand’s website, or engage other touchpoints, they’re giving hints about their interests and intentions.

Data 59

Data Apparel Automotive Tourism 59

Call Experts

NOVEMBER 20, 2019

According to the National Retail Federation, more than 174 million Americans shopped between Cyber Monday and Black Friday in 2018. With this steady growth and increase in demand, contact centers are a vital partner to support the holiday rush. . . Centers incentivize employees to work over the holiday and be prepared.

Call Center 49

Call Center Management Contact Center Customer Journeys 49

eGain Blogs

MAY 8, 2020

Customer service is no exception to this new reality. The answer to the soaring consumer demand for digital service and the business need to do more with less lies in digital customer engagement. However, the same old limited digital service capabilities do not cut it in the new environment. Here are some examples.

Customer Engagement 52

Customer Engagement Self Service Engagement Net Promoter Score 52

eGain Blogs

MAY 8, 2020

Customer service is no exception to this new reality. The answer to the soaring consumer demand for digital service and the business need to do more with less lies in digital customer engagement. However, the same old limited digital service capabilities do not cut it in the new environment. Here are some examples.

Customer Engagement 52

Customer Engagement Self Service Engagement Net Promoter Score 52

Joe Rawlinson

FEBRUARY 28, 2018

And they certainly do not want to drive to your retail location to resolve a simple issue; after all, this is the 21st century, so technology-averse businesses need to take advantage of the tools their customers have come to expect and demand. You might be asking yourself where to start. It’s Convenient.

Contact Center 88

Contact Center Call Center Wait Times Consumers 88

Call Experts

DECEMBER 19, 2018

Higher retail sales and holiday business hours lead to higher call volume at contact centers. Below we have highlighted a few tricks and strategies to deal with holiday season spikes to balance your workflow and ensure the best customer service for your clients and customers. HR CALL OUT SERVICES: How?

Call Center 58

Call Center Contact Center Conference Retail 58

Call Experts

AUGUST 2, 2019

In an on-going project with an Atlanta retail company, we support caller's questions about their services. With a call volume of about 100 calls a day, the Administration Director stated that "they do exactly what I need and meet all times and goals.". Employee experiences are connected to customer experiences.

Company 68

Company Call Center Conference Contact Center 68

Stella Connect

DECEMBER 14, 2017

This tiny telecommunications provider has managed to stay alive and profitable for over 114 years with outstanding customer service. The Boston Globe calls the Richmond Telephone Company the “industry antidote” to robotic customer service. 6 Steps to Creating an Effortless Customer Experience.

Customer Service 40

Customer Service Customer Experience Strategy Effort Score 40

Talkdesk

JULY 16, 2019

Call Center Performance Management is a program, generally led by a contact center operations manager, dedicated to calculating and improving the performance of contact center agents. That’s where leveraging contact center performance management software can help. What is Performance Management?

Call Center 43

Call Center Management Average Handle Time Net Promoter Score 43

Customer Enthusiast

MARCH 7, 2017

A couple of weeks ago, I was asked to provide feedback on an article that detailed a number of customer service scenarios and suggested scripts being used by live chat contact center representatives. We can’t help you find art, but we may be able to help you artfully deliver great customer service!”.

Customer Service 40

Customer Service Policies Guidelines Customers 40

Call Experts

JANUARY 23, 2019

Retailers have lost millions. 3 Benefits of Having a Live Answering Service for Your Small Business. Upgrade your property management services with a contact center. When do medical centers need professional contact center support? Why do you need a 24-hour contact support system?

Omni-Channel 53

Omni-Channel Management Call Center Multi-Channel 53

Stella Connect

MARCH 2, 2018

For growing companies with ambitious customer service goals and limited resources, staffing call center teams can be tricky. What’s the magic number of agents you need for a team just big enough to meet demand and serve customers well? The Erlang C Formula: Balancing Customer Service Goals with Call Center Costs.

Call Center 40

Call Center Average Handle Time Ecommerce Wait Times 40

SurveySensum

JULY 20, 2023

This will help you identify touchpoints with the friction, take the required action, and improve the overall retail experience. To address this, we have put together a comprehensive guide that provides insights into common pain points in both digital and in-store retail experiences , providing actionable strategies to resolve them.

Retail 52

Retail Feedback How To Self Service 52

Stella Connect

MARCH 2, 2018

For growing companies with ambitious customer service goals and limited resources, scaling customer service teams can be tricky. What’s the magic number of agents you need for a team just big enough to meet demand and serve customers well? What Are Your Customer Service Goals?

Call Center 40

Call Center Average Handle Time Ecommerce Wait Times 40

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. Volume spikes are a fact of life for call centers. More than 80% of our Index retailers use an IVR.

Call Center Solutions 40

Call Center Solutions Call Center Self Service Contact Center 40

Natalie Petouhof

DECEMBER 8, 2015

In addition to scheduling appointments with branch employees that have the right skills for a given topic, the combined offering can schedule remote financial specialists to meet with customers and branch employees by video conference for even greater omnichannel customer engagement. What Do The Executives Have to Say?

Consumers 40

Consumers Banking Company Omni-Channel 40

Qualtrics

APRIL 27, 2020

Customer Care Managers are used to dealing with regular surges in demand. Most customer care centers (also referred to as contact centers) have an established process, planned months in advance to ensure they cope adequately and maintain the customer experience. Future of Customer Experience, PwC 1.

Customer Care 36

Customer Care Self Service Chatbots Airlines 36

CSM Magazine

DECEMBER 8, 2022

In the wake of significant inflationary pressures leaving consumers with less disposable income, retailers can’t afford to ignore the critical importance of creating exceptional customer experiences. To the Retail Customer Experience Victors, Go the Spoils. The data, based on a survey of 2,000 U.S.

Retail 52

Retail Customer Experience Self Service Loyalty Programs 52

Comm100

NOVEMBER 13, 2022

Brands of all industries are beginning to recognize the huge benefits that customer service chatbots can bring to their organization. 70% of customers either currently use or are interested in using chatbots for simple customer service enquiries. Customer service chatbots don’t just benefit the end consumer.

Chatbots 130

Chatbots Software Self Service Wait Times 130

NobelBiz

JULY 25, 2023

It’s a game-changer that empowers us to create remarkable experiences and build genuine, lasting relationships with our valued customers. From phone calls to live chats, and emails to social media interactions, these multifaceted channels paint a vivid picture of customer needs, preferences, and sentiments.

Interaction 98

Interaction Analytics Call Center Contact Center 98

Talkdesk

FEBRUARY 5, 2021

5 key themes from retail’s virtual “Big Show”. Just as COVID-19 has transformed the global retail industry and forced millions of shoppers online , so too has the pandemic disrupted the industry’s flagship event. Here’s our summary of the key takeaways for the retail industry’s next chapter: 1. Schools went digitized.

e-support 87

e-support Retail Contact Center Self Service 87

Comm100

OCTOBER 18, 2018

Even for the most well-organized customer service functions, seeing query volumes and queues rise into the red can be a hair-raising and difficult experience to handle. When it comes to holidays some things don’t change, like presents under the tree, turkey at Thanksgiving, and even customers’ expectations of service.

Customer Service 102

Customer Service Knowledge Base Wait Times Policies 102

ProProfs Chat

JUNE 14, 2019

Do you know how to keep your customers satisfied? Customer service is a high-stakes game. Every company is competing for the same customers, and customer satisfaction is one of the main differentiators between success and failure. Latest Customer Experience Trends. What Customers Think of CX.

Self Service 90

Self Service Customer Service Social Media Poor Customer Service 90

AWS Machine Learning

SEPTEMBER 29, 2022

The rise of artificial intelligence technologies enables organizations to adopt and improve self-service capabilities in contact center operations to create a more proactive, timely, and effective customer experience. Enable Amazon Lex V2 integration with Genesys Cloud. Configure Archy.

Virtual Agent 68

Virtual Agent Call Flow Self Service Contact Center 68

Comm100

JUNE 13, 2018

We’ve heard it so many times it’s become a cliché: “The early bird catches the worm.”. For retailers, this old saying rings tried-and-true. Holiday sales can represent anywhere between 20 and 30 percent of annual sales for retail businesses. This helps increase buyer confidence, and push customers through checkout faster.

Tips 130

Tips Self Service e-support Social Media 130

Stella Connect

JANUARY 25, 2018

In recent years, we’ve seen a major shift in brands’ approaches to customer service delivery and contact center performance management. How will emerging and growing trends change the customer service equation? More Companies Will Make Customer Service a Strategic Priority.

Self Service 40

Self Service Trends Customer Service Contact Center 40

BlueOcean

APRIL 14, 2023

I’m always happy to answer questions and chat about the exciting potential of technology in the customer service space. First off, how will ChatGPT change the customer service industry? I think ChatGPT has the potential to revolutionize the customer service industry in a big way. ChatGPT: Hi Amy!

Government 156

Government Customer Service Representative Technology Guidelines 156

Verint

JUNE 29, 2017

Following are three customer examples of where these advancements are well underway. Operating several contact centers around the world, a large warranty company has struggled with connectivity and bandwidth issues in some of its remote offices, cutting off access to the mission-critical customer service applications.

Customer Service 31

Customer Service Insurance Employee Engagement Contact Center 31