TechSee

OCTOBER 10, 2019

The traditional contact center – with agents in cubicles following scripts and rushing to meet individual KPIs – will soon be a thing of the past. Agent collaboration also enables a higher First Contact Resolution (FCR) rate by eliminating time-consuming escalations. What’s the climate of your contact center?

Contact Center 117

Contact Center Culture Self Service Average Handle Time 117

Call Experts

APRIL 8, 2024

Today, customer support plays a pivotal role in maintaining and growing a loyal customer base, enticing many companies to hire a contact center for their answering services. Ultimately, a well-managed contact center can be the lifeline of your customer service operations. Consider the following questions.

Contact Center 52

Contact Center Call Center Guidelines Customer Satisfaction 52

Comm100

MARCH 19, 2020

In the past few weeks, I’ve been reaching out to contact center managers to find out what key problems have been brought on by the coronavirus pandemic , and how they are dealing with them. When inbound chat volume quickly increases, as it often does in a crisis of any kind, your contact center can quickly become overwhelmed.

Contact Center 131

Contact Center Chatbots ROI Knowledge Base 131

Bold360

APRIL 1, 2020

When knowledge is stuck in silos, available for the few and shared by the few, your company has a continuity problem. COVID-19 has caused massive disruption in the customer service and contact center space, on both the supply side and the demand side. Centralize and Scale Your Knowledge Base.

Knowledge Base 95

Knowledge Base Call Center Self Service Management 95

Comm100

MARCH 19, 2020

In the past few weeks, I’ve been reaching out to contact center managers to find out what key problems have been brought on by the coronavirus pandemic , and how they are dealing with them. When inbound chat volume quickly increases, as it often does in a crisis of any kind, your contact center can quickly become overwhelmed.

Contact Center 130

Contact Center Chatbots ROI Knowledge Base 130

Comm100

FEBRUARY 5, 2018

As companies everywhere see growing customer demand for self-service functionality in addition to their core service or support channels, knowledge bases play a large part in helping organizations to meet this need. Knowledge bases offer information that might otherwise only be available through a human.

Knowledge Base 102

Knowledge Base Self Service Contact Center e-support 102

NICE inContact

JANUARY 17, 2019

What if the only human interaction your customers have with your brand is through an agent working at your contact center? Contact center agents have a significant impact on customer experience and thus the bottom line. Here our are 8 Qualities of Effective Contact Center Agents. Self Motivation.

Contact Center 137

Contact Center Self Service Knowledge Base Customer Confidence 137

TechSee

APRIL 2, 2019

Today’s contact centers face a daunting challenge. From small helpdesks operated by specialist manufacturers to vast contact centers run by leading telecoms and consumer electronics providers, end users can now receive faster, more effective service and support from both live human agents and virtual assistants.

Contact Center 174

Contact Center Self Service Video Average Handle Time 174

CX Accelerator

FEBRUARY 6, 2019

This could be anything from asking the customer what's next on their shopping list after helping to locate an item, to helping them set up their permissions once getting them logged in to an online profile, to attaching a knowledge base article for something the customer will run into during their first billing cycle.

Contact Center 206

Contact Center B2C Ecommerce Knowledge Base 206

NobelBiz

APRIL 3, 2023

Generally speaking, in the contact center space, people tend to look at the one-to-one interaction with an agent as the primary means of obtaining information about products and services. A functioning self-service system generally empowers clients with the tools and resources necessary for their inquiries. You guessed it; it’s money.

Self Service 52

Self Service Contact Center Knowledge Base Omni-Channel 52

Talkdesk

MARCH 24, 2020

In my previous blog , I took you through the key characteristics of a true AI-powered knowledge base. Now, we’re going to dive into the different stakeholders within and outside of the contact center who will benefit from this evolution of the traditional knowledge base, and how you can use it to transform your customer experience. .

Knowledge Base 57

Knowledge Base Self Service Net Promoter Score Average Handle Time 57

Talkdesk

MARCH 10, 2020

Whether it’s a finicky software product or a purchase from a company with a complicated return policy, most consumers have turned to a company’s knowledge base in an attempt to get their questions answered faster. What are the key characteristics of an AI-powered knowledge base?

Knowledge Base 65

Knowledge Base Self Service Contact Center Policies 65

Comm100

JUNE 5, 2018

How AI can be Used in the Contact Center. AI has some viable uses in the contact center sphere that managers can employ to improve their CX and the efficiency of call centers. Out of these benefits, two concrete benefits of AI in the contact center stand out. Advancing Customer Service.

Contact Center 121

Contact Center Call Center Self Service Chatbots 121

NICE inContact

DECEMBER 11, 2018

Contact centers are lively, energetic places with lots of activity going on. Be mindful of these tips for improving contact center etiquette: . Know how to navigate your knowledge base. In a contact center, everything hinges on the schedule. Serve with a smile. Service with a smile!

Contact Center 123

Contact Center Tips Knowledge Base Interaction 123

CSM Magazine

DECEMBER 11, 2023

In order to address this issue, contact centers must prioritize agent retention as a key strategy for success. Provide Clear Career Progression Paths One of the main reasons why agents leave contact centers is due to the lack of career progression opportunities.

Contact Center 52

Contact Center Strategy Culture Knowledge Base 52

Call Experts

JULY 28, 2022

Contact center support is a vital part of any business. A contact center can help save you time and money while delivering outstanding service to your customers. The right contact center will improve customer satisfaction , which leads to increased sales and profitability. What Is A Contact Center?

Contact Center 52

Contact Center Call Center Knowledge Base Customer Satisfaction 52

CSM Magazine

JUNE 12, 2023

In today’s digital age, contact centers play a critical role in customer support, sales, and overall communication between businesses and their clientele. Unfortunately, these centers have also become a target for fraudsters looking to exploit the vulnerabilities inherent in these systems.

Contact Center 52

Contact Center Multi-Channel Contact Center Software Policies 52

ShepHyken

JANUARY 29, 2021

They provide some tips and tricks to set your business up for success in the contact center. Following best practices and applying hacks has proven fruitful for a lot of contact centers. This shortlist of contact center best practice hacks should set you up for success in the pursuit of customer service excellence.

Contact Center 90

Contact Center Call Center Knowledge Base System 90

ProProfs Chat

DECEMBER 22, 2020

This trend of call centers for chat support shifted to contact centers for chat support when internet usage became quite popular. And that’s not the only change businesses had to accommodate while running a contact center for chat support. Challenges Faced by Contact Centers. That’s not all.

Contact Center 86

Contact Center How To Call Center Knowledge Base 86

Talkdesk

MAY 12, 2020

The latest trend in at-home agent training centers around online, specialized tools that offer hands-on practice with a contact center interface, testing employees’ ability to learn and adapt to a technology they’ll be using daily. Encourage them to introduce their role on the team as well as how the agents can contact them.

Contact Center 119

Contact Center Training Tips Call Center 119

Uniphore

AUGUST 6, 2021

These are some of top contact center pain points driving employee disengagement today. In our webinar, What Your Call Center Agents Rant About on Social Media , we went beyond the annual Voice of the Employee survey to explore how agents really view the contact centers they work in—and why they’re leaving at an alarming rate.

Self Service 246

Self Service Contact Center Knowledge Base Call Center 246

NobelBiz

APRIL 18, 2023

Optimizing team productivity is the key to achieving this goal, and this comprehensive guide will walk you through the steps necessary to unlock your call center’s full potential. What is hyper efficiency in a contact center? A well-calibrated IVR system is the cornerstone for intelligent contact center automation.

Contact Center 52

Contact Center Call Center Management Gamification 52

SaleMove

AUGUST 20, 2020

Similarly, contact centers have playbooks to address customer issues and opportunities. Knowledge Managers. The most common elements of the playbook in the contact center today are the script and the knowledge base , which may be built and maintained by supervisors or by special knowledge managers.

Contact Center 90

Contact Center Self Service Virtual Agent Knowledge Base 90

Comm100

AUGUST 20, 2019

If you’re in the contact center space, chances are you already have a customer experience strategy. However, while many contact centers are able to pick out various aspects of the customer experience, which could be improved, turning these thoughts into a successful process which guarantees results is often trickier.

Contact Center 100

Contact Center Tips Customer Experience Culture 100

NobelBiz

FEBRUARY 21, 2023

Find out in this article 10 of the most essential soft skills a contact center agent needs to have in order to deliver an excellent customer experience. Thus, listening to a contact center representative increases satisfaction and can even affect a consumer’s purchasing choice. Find out more.

Contact Center 52

Contact Center Call Center Communication Omni-Channel 52

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

Win the Customer

OCTOBER 12, 2018

The customer service landscape is changing, with technology allowing customer service to shift from call centers and direct contact solutions to self-service technology. . They use knowledge bases, FAQs, mobile customer self-service, chatbots and peer-to-peer communities in increasing numbers.”. Cloud Contact Center.

Self Service 98

Self Service Contact Center Knowledge Base Call Center 98

BlueOcean

FEBRUARY 14, 2024

That’s what has happened in the outsourced contact center space when it comes to SaaS clients — there’s been a metamorphosis from customer service cost center to customer success revenue protection and generation center. Looking for the right contact center partner to outsource your customer success?

Customer Success 177

Customer Success Contact Center Average Handle Time Touchpoint 177

Playvox

MAY 26, 2022

In addition to feeling the mental and emotional weight of consumer-facing jobs, remote contact center agents are experiencing redundancy that can make their jobs feel tedious. With an average contact center agent salary of $42,947, that’s almost $13,000 per agent. Hold times go down, and customer satisfaction goes up.

Contact Center 52

Contact Center Strategy Self Service Rewards Programs 52

NobelBiz

DECEMBER 19, 2021

Beyond this acceptable level, a contact center must reconsider its strategy and resources in order to lower it as much as possible. Call abandonment is a key performance indicator that may be used to evaluate the effectiveness of a contact center. How to calculate the call abandonment rate for contact centers?

Abandon Rate 52

Abandon Rate Contact Center Self Service Contact Center Software 52

TechSee

FEBRUARY 12, 2019

By drawing on the aggregated knowledge and experience of the contact center workforce, effectively crowdsourcing their expertise, technology providers are creating the next generation of self service platforms. Information from each customer contact is collected, labeled by the agent, and stored for future use.

Self Service 111

Self Service Contact Center Banking Roadmap 111

TechSee

SEPTEMBER 29, 2020

Contact centers are always looking for ways to reduce costs. This is particularly true during periods of uncertainty and economic downturn, when call center cost savings contribute to business continuity. The Best Call Center Cost Reduction Strategies. Improve AHT with knowledge bases.

Call Center 196

Call Center Self Service Strategy Contact Center 196

Talkdesk

FEBRUARY 12, 2020

Crawl-walk-run, introducing three specific ways to improve your contact center. Enhanced IVR performance can help you and your contact center by: Discovering customer intent: Know why people are calling you to improve your entire operation and to have more and better informed contact center agents.

Contact Center 52

Contact Center Average Handle Time Knowledge Base Training 52

Uniphore

JULY 21, 2021

Why are so many knowledge bases inefficient to use when contact centers invest so much money in them? How can organizations more effectively direct customers to the knowledge they’re looking for? See where your contact center makes its mark or could use a little improvement.

Self Service 130

Self Service Customer Service Management Knowledge Base 130

CSM Magazine

DECEMBER 7, 2022

A contact center serves as a primary hub for customer service through which customers can connect with the organization around different mediums. Finding the best contact center service for your business can be challenging, as the total number of existing contact centers in this world is about one hundred and sixty thousand.

Contact Center 52

Contact Center Abandon Rate How To Poor Customer Service 52

Talkdesk

APRIL 16, 2020

Contact centers are dealing with a surge of calls from customers who often have urgent needs, increasing the variety and level of difficulty of questions. Knowledge retention Agents need to learn and memorize a good amount of information about your company. Hire agents that can go with the contact center flow.

Contact Center 65

Contact Center Self Service Contact Center Software Knowledge Base 65

Uniphore

JUNE 9, 2021

In the contact center, the leading driver of improvements has been automation. Say goodbye to outdated Employee Experience (EX) metrics and KPIs How is your contact center currently measuring EX? If you’re like many contact centers, you’re probably looking at metrics like AHT and error rate.

Engagement 246

Engagement Contact Center How To Metrics 246