ShepHyken

MAY 22, 2023

This has always been seen as high-potential technology, but in the last few months, it has been used in a more demonstrative way to address challenges faced by contact centers, especially in the post-pandemic environment. Generative AI and other forms of self-service provide a win-win solution for organizations and customers.

Self Service 62

Self Service Net Promoter Score Customer Service Contact Center 62

NobelBiz

FEBRUARY 21, 2023

If your reachability is of the utmost importance, you can significantly raise the phone wait time. NobelBiz OMNI+ is a complete cloud contact center software equipped with a complex toolbox of features, functions, and integrations carefully designed to manage the operations of every type of contact center.

Customer Service Strategies 52

Customer Service Strategies Tips Strategy Customer Service 52

TechSee

NOVEMBER 18, 2022

The holiday season is a busy time for every team, but the unsung heroes of the holiday season are without a doubt the service organization. While everyone else is spending time with family and friends, service teams are hard at work making sure their customer’s holiday plans aren’t interrupted by long wait times or service disruptions.

Video 109

Video Guidelines Tips Connections 109

Call Experts

MAY 8, 2019

Customer success analytics tools are essential for growing businesses. As technology advances and improves, experienced business experts are discovering that AI is the best tool for transforming the Digital Customer Experience. 45% enhancements in customer ratings. 95% growth in the numbers of new customers.

Customer Experience 65

Customer Experience Call Center Contact Center Conference 65

GlowTouch

NOVEMBER 6, 2020

It’s among the reasons that companies hire Customer Success Managers before hiring salespeople. As a contact center outsourcing provider, our mindset is one of ensuring outcomes. Customers who believe they are valued are likely to remain customers and refer to others. About GlowTouch.

Sales 52

Sales Ecommerce Contact Center Return on Investment 52

GlowTouch

AUGUST 26, 2020

In fact, 90% of respondents from one survey said that when it comes to customer service, an immediate response is either important or very important. The question is, what’s the best way to keep your average wait time down to reasonable levels? A certified Woman-Owned Business and six-time Inc. About GlowTouch.

Customer Satisfaction 52

Customer Satisfaction Contact Center Software Contact Center Omni-Channel 52

GlowTouch

SEPTEMBER 17, 2019

If we dive deeper, email has a long turnaround time, which may involve several correspondences. The phone channel provides additional challenges, like finding a company’s phone number, being subjected to an interactive voice response (IVR) system, long wait times, putting up with script reading, and longer overall interaction times.

ROI 73

ROI Company Multi-Channel Return on Investment 73

Kustomer

APRIL 15, 2021

Brands would be wise to implement data collection and implementation on a company-wide basis, as it plays a major role in customer success and higher NPS scores across the spectrum. Think about a call center leader, multiple kind of dynamics at play. Gabe Larsen: (04:30). Vikas Bhambri: (12:20). Matt Dixon: (13:29).

Omni-Channel 92

Omni-Channel Effort Score Contact Center Call Center 92

GlowTouch

JULY 10, 2020

Even a phone call may be undesirable for many customers in need of assistance. Add to that the extra effort it takes to call a support center (and the often-interminable wait times) and it’s easy to see why chat support is the preferred option for many customers. Enlisting the Aid of the Chat Support Experts.

Customer Satisfaction 52

Customer Satisfaction Average Handle Time Return on Investment Effort Score 52

GlowTouch

APRIL 24, 2020

For example, studies have shown that almost 60% of customers that call into support centers are not willing to wait on hold for longer than one minute. At GlowTouch, we’ve built our reputation on offering world-class customer support outsourcing solutions to a wide range of clients. About GlowTouch.

Competitive Advantage 52

Competitive Advantage Effort Score Return on Investment Resources 52

GlowTouch

JULY 2, 2020

Available 24/7: This option provides the best live chat support for clients and their customers but is also more expensive to maintain. Be Clear and Concise About Wait Times. Customers often expect live chat will be available immediately and as often as they need it. A certified Woman-Owned Business and six-time Inc.

Chatbots 52

Chatbots Multi-Channel Training Wait Times 52

Avaya

FEBRUARY 13, 2019

If the wait to speak to an agent is 15 minutes, but they can get information or do a webchat with someone immediately, let them know on a voice recording or a Web interface that posts wait times. Fast Connectivity – Time is a commodity, so the faster you can resolve a customer’s issue, the better.

Interaction 45

Interaction How To B2B B2C 45

Natalie Petouhof

AUGUST 13, 2015

One of the reasons that more and more marketplace conversations are happening in social and digital networks is that it’s the first time customers have been able to talk to each other directly in ways that surpass the bulletin boards of yester year. It’s part of why there is so much customer churn.

Customer Service 40

Customer Service Social Media Airlines Hotels 40

SmartKarrot

AUGUST 25, 2020

Not only will this enhance customer satisfaction, but also improve site traffic and cut down churn rates. Over and above, it will help decrease customer support ticket volume and lower your overall marketing spend. To fuel the theme, here are some of the topics we shall be delving into today: What is customer self-service?

Self Service 10

Self Service Omni-Channel Multi-Channel How To 10