BlueOcean

DECEMBER 5, 2017

For both types of customer calls – sales and support – the client was using an IVR system which directed calls, by type, to an appropriate contact center agent. However, the IVR was not integrated with the client’s off-the-shelf, cloud-based help desk ticketing system, Zendesk. The Results. as part of our QA process.

Case Study 149

Case Study Study Communication Average Handle Time 149

Blake Morgan

JULY 1, 2023

The Impact of Customer Experience: Customer-Centricity Affects the Bottom Line 1) 97% of consumers and 98% of contact center managers say customer service interactions impact whether consumers stay loyal to a brand. Emplifi ) 3) 60% of consumers have switched brands due to a negative contact center experience.

Self Service 59

Self Service Customer Experience Contact Center Chatbots 59

NICE inContact

JULY 5, 2019

I’ve just returned from Las Vegas where I attended my first visit ever to Customer Contact Week – it’s the world’s largest customer contact event, in its 20th year. This was a great opportunity to meet customer service leaders from all over the world and hear what they are up to “on the frontlines” in their contact centers.

Contact Center 139

Contact Center Omni-Channel CRM Innovation 139

NobelBiz

MARCH 5, 2024

Are you grappling with the complexities of call center metrics, seeking to elevate customer experience, and driving operational excellence through insightful data analysis? How do you navigate the sea of data to extract actionable insights and make informed decisions that propel your contact center forward?

Call Center 59

Call Center Report Contact Center Net Promoter Score 59

NobelBiz

APRIL 16, 2024

Table of Contents Understanding Omnichannel Customer Engagement Omnichannel customer engagement isn’t just a buzzword; it’s a strategic approach to customer interaction that emphasizes the seamless integration of multiple channels to deliver a consistent and personalized experience.

Omni-Channel 52

Omni-Channel Customer Engagement Engagement Contact Center 52

Kayako

JANUARY 14, 2019

The definition however of an “Active User” is anyone you may have contacted at least once in the last 90 days. Unlike Kayako, Intercom does not merge conversations with a particular contact into a single thread. Many times agents using Intercom are not aware of what their colleagues may have communicated to a contact at a company.

Knowledge Base 123

Knowledge Base Chatbots Policies Comparison 123

Call Experts

OCTOBER 5, 2023

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. Why are Call Centers Important?

Contact Center 105

Contact Center Call Center Guidelines Customer Satisfaction 105

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. Why are Call Centers Important?

Contact Center 52

Contact Center Call Center Guidelines Customer Satisfaction 52

UJET

FEBRUARY 26, 2021

In the most recent G2 2021 Contact Center Operations Software Report , UJET has once again been named a Leader in contact center operations. I absolutely love how everything I need to do to handle a customer’s issue is integrated seamlessly within UJET! 99% rate UJET with 4-or-5 stars (out of 5). *97%

Contact Center 72

Contact Center Report Software Communication 72

UJET

FEBRUARY 26, 2021

In the most recent G2 2021 Contact Center Operations Software Report , UJET has once again been named a Leader in contact center operations. I absolutely love how everything I need to do to handle a customer’s issue is integrated seamlessly within UJET! 99% rate UJET with 4-or-5 stars (out of 5). *97%

Contact Center 72

Contact Center Report Software Communication 72

ViiBE Blog

JANUARY 25, 2021

When looking for a best in class AR remote assistance tool, industry leaders turn to ViiBE’s video call Zendesk integration. ViiBE’s Zendesk video call plugin has a proven track record of drastically boosting customer satisfaction and operational KPIs. Introduction to Zendesk. Simply put, Zendesk is a CRM catch-all.

CRM 52

CRM Video Case Study Net Promoter Score 52

CSM Magazine

JUNE 17, 2021

The companies’ latest integration enables mutual clients to implement Yext’s modern AI search platform on Zendesk help centers, agent consoles, and ticket forms. Yext Inc, the AI Search Company, today announced new integrations with Zendesk Inc, as part of its continued focus on empowering customer support teams.

Self Service 52

Self Service Customers Customer Satisfaction Data 52

ViiBE Blog

JUNE 22, 2020

ViiBE’s video-assistance technology dedicated to helping desk support in call centers is proud to partner with Zendesk. ViiBE’s integration with customer service powerhouse, Zendesk, promises the best remote diagnosis thanks to a live video stream combined with AR and collaborative tools. Want to improve your KPIs?

Net Promoter Score 59

Net Promoter Score Customer Experience Call Center NPS 59

Comm100

NOVEMBER 23, 2020

Great for: Mid-market and enterprise-level support teams looking for a fully integrated, all-in-one ticketing solution. And with a wide host of integrations, it is easy to hook Comm100 up to your CRM without having to transfer any data. Save money, save time, and reduce effort while increasing customer satisfaction. Get Comm100 Free.

Comparison 130

Comparison System Knowledge Base Omni-Channel 130

CSM Magazine

JANUARY 9, 2023

Playvox, one of the leading providers of workforce engagement solutions for digital-first and CRM-centric contact centers, today announced the launch of a global collaboration with Salesforce (NYSE: CRM). Playvox solutions deliver a powerfully simple way to achieve efficiency and effectiveness in the contact center.

Contact Center 59

Contact Center Omni-Channel Engagement Multi-Channel 59

Kustomer

FEBRUARY 29, 2024

One of Gorgias’s greatest assets is its robust integration with the e-commerce platform Shopify. This integration not only allows support teams to view customers’ purchase history from within a ticket but also to perform actions such as creating orders and issuing refunds.

e-support 52

e-support Feedback Multi-Channel Self Service 52

CX Accelerator

JANUARY 11, 2021

Sheri Kendall, Training Manager at Wayfair remembers, "Zappos has played an integral part in my love story with CX. Here’s what , Luis Melo , Senior Manager at Zendesk had to say about “the offer,”. "I Jeremy Watkin is a CX leader, contact center veteran, and Director of Customer Service and CX at NumberBarn.

Return on Investment 266

Return on Investment Culture Customer Centricity Ecommerce 266

Call Experts

APRIL 8, 2024

Technology Integration: Leverage customer relationship management (CRM) systems and call center software to streamline call-handling processes and access customer information efficiently. Tools for Effective Call Handling As Zendesk explains, over 65% of Americans today have higher expectations for customer service than in years past.

Customer Service 52

Customer Service Call Center Call Recording Customer Satisfaction 52

Call Experts

APRIL 8, 2024

Have you ever wondered what is it like for the call center agent answering my phone when I partner with Call Experts? In this comprehensive blog post, we’ll take you on a journey through the world of call center agents, exploring the key performance metrics and the qualities that define a top-notch call center agent.

Call Center 52

Call Center Net Promoter Score NPS Average Handle Time 52

SurveySparrow

OCTOBER 18, 2022

Zendesk Support Suite. A Swiss Army knife among help desk software, Zoho Desk offers a vast array of tools for the whole company – including: Multi-brand self-service portals/ help centers. Integration with Zoho CRM. Contact us to learn more about our paid plans. Zendesk Support Suite . SurveySparrow.

Software 52

Software Self Service Customer Service Knowledge Base 52

delighted

DECEMBER 3, 2021

Think about all the apps you currently use that are centered around productivity. Great examples of automated distribution include survey integrations and Application Programming Interface (API) connections. Integrate with your tech stack. Zendesk, Gorgias, and Gladly)? Enter survey automation. CRMs, Help Desks, etc).

Survey 97

Survey Connections Customers Feedback 97

Talkdesk

MARCH 12, 2021

Talkdesk is an enterprise cloud contact center as a service (CCaaS) solution provider empowering companies to deliver customer experience excellence and top-notch quality of service (QoS). Founded to bring a paradigm shift into the realm of call center solutions, it became the first CCaaS unicorn startup in 2018. AppConnect.

Call Flow 91

Call Flow Contact Center Abandon Rate Omni-Channel 91

NICE inContact

MAY 12, 2017

2017 was arguably the biggest and best year ever at Enterprise Connect 2017 for those who care about contact centers. For ten years, I have attended virtually every contact center session held at the show, the past few years as the Contact Center Track Chair. Is Cloud Contact Center the New Normal?

Contact Center 120

Contact Center Connections Conference Case Study 120

Playvox

SEPTEMBER 19, 2022

Whether you work in what is called a contact center, customer support center, or customer experience center, you likely always need to figure out how to do more with less. This latest development, a result of integrating our Prodsight acquisition into our Quality Management platform, is just step one in this journey.

Management 80

Management Net Promoter Score Effort Score Contact Center 80

Talkdesk

MAY 6, 2020

With the recent announcement of Talkdesk CX Cloud™, Talkdesk tackles one of the most painful and frustrating issues that customer-focused companies face: trying to deliver great customer experiences in the contact center while improving operational efficiency and reducing costs. One “throat to choke” for all service issues.

Contact Center 80

Contact Center Self Service Competitive Advantage CRM 80

UJET

FEBRUARY 26, 2021

In the most recent G2 2021 Contact Center Operations Software Report , UJET has once again been named a Leader in contact center operations. I absolutely love how everything I need to do to handle a customer’s issue is integrated seamlessly within UJET! 99% rate UJET with 4-or-5 stars (out of 5). *97%

Contact Center 56

Contact Center Report Software Communication 56

Talkdesk

FEBRUARY 14, 2020

When struggling with an outdated customer support system, which lacked sufficient reporting capabilities and integration with Zendesk, ClickPay realized its inflexible contact center solution could not scale as quickly as the business was growing.

Abandon Rate 55

Abandon Rate Customer Experience Contact Center Wait Times 55

Playvox

JANUARY 13, 2022

If your contact center is planning for the future, be sure to make employee experience and getting the right technology in place top priorities. We recently participated in a discussion with two industry experts that focused on megatrends that will impact contact centers in 2022. Technology always needs focus.

Contact Center 79

Contact Center Trends Omni-Channel CRM 79

Magellan Solutions

JUNE 19, 2021

Provides more personalized automated support for the internal and external processes and integration. As a result, Zendesk can solve customer service tickets faster by having access to relevant customer data. Reamaze has a multichannel configuration like Zendesk. Both provide call center staffing models. contact-form-7].

Tools 52

Tools Ecommerce Customer Service e-support 52

Lumoa

FEBRUARY 9, 2023

As businesses recognize its value, the shift from a product-centered approach to a customer-centric one continues. “It’s every contact the customer has with your people, your product, and the way it is delivered. The focus on enhancing customer experience has gained traction in recent years. ” – Blake Morgan for Forbes.

Net Promoter Score 445

Net Promoter Score Customer Journeys Customer Experience Omni-Channel 445

Playvox

JUNE 7, 2023

When I worked in contact centers, people would ask what I did for a living, and I would say Workforce Management. Related Article: Boosting Employee Engagement: 6 Tips for Keeping Contact Center Agents Motivated What Can Workforce Management Do? I was usually met with a blank look. Why Do You Need WFM?

Management 52

Management Contact Center Abandon Rate Omni-Channel 52

Playvox

MAY 2, 2023

While it might seem like just about everything is in the cloud these days, many contact centers still haven’t taken the leap. But moving to a cloud contact center can have big benefits for your company, your customers, and your agents. Remote work continues to be a highly desirable benefit for contact center employees.

Contact Center 52

Contact Center Omni-Channel Gamification Contact Center Software 52

Playvox

JANUARY 12, 2022

Across business functions, the contact center has undergone more dramatic change than most during the past two years. In this environment, contact center leaders and their teams have consistently sought out vendors that provide agent-centric solutions to improve quality and workforce management. We call it Customer AI.

Customer Insights 52

Customer Insights Self Service Contact Center Analysis 52

CX Accelerator

JANUARY 11, 2021

Sheri Kendall, Training Manager at Wayfair remembers, "Zappos has played an integral part in my love story with CX. Here’s what , Luis Melo , Senior Manager at Zendesk had to say about “the offer,”. "I Jeremy Watkin is a CX leader, contact center veteran, and Director of Customer Service and CX at NumberBarn.

Return on Investment 182

Return on Investment Culture Customer Centricity Ecommerce 182

Help Scout

APRIL 27, 2021

It may be used to manage one or many communication channels, including email, chat, messaging, and self-service, and it may also integrate with external communications tools like social media or group chat systems. Customer service software is a set of tools used to collect, organize, respond to, and report on customer support requests.

Software 105

Software Customer Service Self Service Knowledge Base 105

TechSee

OCTOBER 9, 2018

According to a report by Pew Research Center , 85% of Millennials say they use social media. Having grown up with the Information Superhighway, they will attempt to solve issues on their own via google, youtube or other online resource before contacting a company representative for assistance. Investigate how they can work for you. .

Omni-Channel 359

Omni-Channel Self Service Customer Service Virtual Agent 359

Playvox

MAY 4, 2023

Unlike my favorite fruit seller, you’ve got hundreds or thousands (or hundreds of thousands) of customer issues that require sophisticated, efficient customer care through the right contact center solutions. What Is A Digital Contact Center? Is your contact center omnichannel?

Contact Center 52

Contact Center Customer Expectations Meeting Self Service 52