TechSee

JUNE 16, 2022

As companies embrace the digitization of customer support, the new standard is much more than a phone conversation with a call center representative or a visit from a field agent. With a career spanning over 20 years, Eric has an extensive amount of experience in Contact Center and 3rd party and onshore vendor management.

Customer Service 251

Customer Service Contact Center Chief Customer Officer Call Center 251

ViiBE Blog

MAY 26, 2023

ViiBE Blog Solving plumbing problems with remote visual assistance in plumbing management software Marc Prempain May 26, 2023 Share this article Contents Share this article Contents Enhancing the Digital Experience with Remote Assistance Free Retail E-book available now! Field service management software is there to help.

Software 52

Software Management Video e-support 52

Magellan Solutions

MARCH 5, 2023

This industry has unique requirements and challenges, including the need for healthcare professionals to cope with technological advances in order to provide quality medical services. Apart from that, they can also do administrative tasks such as creating reports and verifying legal requirements.

Industry 98

Industry e-support Healthcare Social Media 98

Horizon CX

DECEMBER 1, 2023

The Art of Selling CX: Convincing Skeptical Senior Leaders on Customer Experience Success Introduction In the dynamic landscape of customer experience (CX) management, the journey extends beyond strategic implementation; it’s a constant process of persuasion and selling ideas, especially to senior leadership.

Customer Centricity 130

Customer Centricity Customer Journeys Automotive Fashion 130

Magellan Solutions

AUGUST 8, 2022

Centralized Managed Seat Leasing vs. Centralized Fully Managed Outsourcing vs. Decentralized Managed Seat Leasing: How to set them apart? Centralized Managed Seat Leasing. Centralized leasing is less expensive than a fully managed outsourced business. . Centralized Fully Managed Outsourcing.

Management 40

Management e-support Call Center Software 40

Team Support

JULY 6, 2020

because of all of the e-mails related to support tickets piled up? This is one of the top pain points reported by B2B customer support professionals, and this four-part blog series will explore how the right B2B customer support software will help you solve for all of them. Has your Inbox has screamed, “Enough!”

B2B 104

B2B Software e-support System 104

Solvvy

JUNE 22, 2022

When they search your website for answers or reach out for customer service or support, they want answers now. But the relevance of that answer can vary depending on the type of technology that powers the solution. Chatbots help you meet this demand by allowing your customers to type or ask a question and get an answer immediately.

Self Service 119

Self Service e-support Chatbots Knowledge Base 119

TechSee

OCTOBER 19, 2021

Managing these product returns takes a significant bite out of a company’s bottom line. In this article we will discuss how to reduce returns in e-commerce and explore a number of tried and true strategies. In recent years, one e-commerce returns best practice tactic that many companies have used is training videos.

How To 124

How To e-support Self Service Retail 124

Storyminers

DECEMBER 3, 2020

The content programme will be available on all three days of the event and has been designed to reflect the key themes relevant to event professionals as our industry rebuilds and recovers post pandemic, including sessions focusing on leadership through change, technology and sustainability.

Tourism 204

Tourism e-support Hotels Meeting 204

Kustomer

DECEMBER 2, 2021

Live chat is no longer a nice-to-have in e-commerce customer service. The pressure to meet the demands of today’s consumer is higher than ever, with companies scrambling to onboard more agents and deploy chatbots in order to provide quality support at scale. 5 Findings on Human and Chatbot Live Chat Experiences in E-Commerce.

Chatbots 98

Chatbots e-support Effort Score Sales 98

Magellan Solutions

AUGUST 1, 2022

The Philippines’ Information Technology and Business Process Management (IT-BPM) sector continues to be a major economic driver. The Philippines’ IT-BPO sector is experiencing a revival as a result of this double-digit growth, which supports the target goal that 2021 performance was beyond remission. Source: IBPAP. Key points.

Report 40

Report Industry Government Healthcare 40

Kustomer

FEBRUARY 7, 2022

Phone inquiries are seeing the largest uptick, with a 34% increase, followed by e-mail (28% increase) and web (24% increase). Thirty-nine percent of respondents reported difficulty working remotely, and 23% reported that they did not have the correct tools in place to successfully work in a remote environment.

Customer Service 98

Customer Service Self Service e-support Report 98

Kustomer

JANUARY 6, 2021

Do you invest in new technology? According to recent Kustomer research, chat is the second most popular channel for consumers, and among the top three cheapest for brands to manage. The brand also wanted visibility into when chats were coming from web vs. app, and to be able to capture and report on missed chats.

Multi-Channel 98

Multi-Channel e-support Fashion Retail 98

Bizagi

JULY 8, 2020

In this article, we’ll talk about a few of the ways that technology leaders can prepare for the inevitable economic challenges and possible economic downturn ahead. Today, when cloud computing makes resources available in minutes, there’s little to prevent you from starting right away,” reports CIO.

Technology 52

Technology Net Promoter Score Financial Banking 52

Clarivate

APRIL 19, 2024

1] This week marks World Liver Day (April 19th), an initiative to raise awareness of liver health that is supported by major liver associations, such as the European Association for the Study of the Liver (EASL) and the American Association for the Study of Liver Diseases (AASLD). [2] Global burden of liver disease: 2023 update. Eur J Cancer.

e-support 59

e-support Guidelines Study Healthcare 59

Alida

OCTOBER 27, 2017

Video killed the radio star, but e-commerce hasn’t killed bricks and mortar retail. This slight uptick is despite the growth and convenience of e-commerce. The report demonstrates the brick-and-mortar store is still and will continue to be the cornerstone of American retail. Even in the era of Amazon, only about a fifth of U.S.

Retail 154

Retail Examples e-support Entertainment 154

SurveySparrow

FEBRUARY 18, 2024

Feedback Management No feedback will go unaddressed with the closed-loop process for efficient customer follow-ups. Reporting and Analysis Gain actionable insights with the full out-of-the-box reporting suite and real-time mission control dashboard. Plus, users on G2 praise their dashboard and easy-to-access reports.

Multi-Channel 52

Multi-Channel CRM Tourism e-support 52

Comm100

DECEMBER 13, 2021

They need to offer the convenience of self-serve solutions, while providing personalized support and human experiences. Interestingly, although the survey speaks to the convenience of digital technologies, it also highlights the needs of banking customers that impact how people connect.

Banking 130

Banking Financial e-support Wait Times 130

Magellan Solutions

MARCH 26, 2024

Sure, you know it’s the happy customers that matter, but doesn’t customer service management look like a time-consuming skydive into a pool with no bottom? This implies the ability to adjust the levers of support up or down without taking too much time and bringing about disruptions. Sitel Philippines Inc.

Customer Service 52

Customer Service Multi-Channel e-support Culture 52

NobelBiz

FEBRUARY 14, 2022

To properly manage your teams and fulfill your customers and business objectives, you must monitor many KPIs. However, with the volume of calls and data generated on a daily basis in contact centers, managers and supervisors frequently feel overwhelmed. The metrics that are appropriate for your organization will serve as your compass.

Metrics 52

Metrics Contact Center Management Call Center 52

Totango

NOVEMBER 8, 2021

As more consumers turned to e-commerce, more companies had to step up their digital game, in turn forcing SaaS providers to deliver so brands could satisfy their buyers. Consumers and the companies which serve them are no longer content with slow, inconvenient technology and mediocre online support.

Brands 103

Brands Customer Experience Self Service e-support 103

BirdEye

NOVEMBER 20, 2023

They take care of the busy work – sending invites, tracking new recruits, managing rewards – so you and your customers can focus on what matters. In addition, analytics offer actionable insights, making Birdeye a comprehensive tool for online reputation management and referral marketing.

Software 63

Software Marketing Multi-Channel e-support 63

Comm100

DECEMBER 1, 2017

With technologies and consumer demands constantly evolving, what unconditional priorities can companies set for their contact center that won’t be shattered by ever-changing standards? Out of the organizations surveyed for the report, 49% generate over one billion dollars in annual revenue, and 72% have multiple contact center sites.

Contact Center 104

Contact Center Report Customer Journeys Customer Centricity 104

Totango

DECEMBER 6, 2021

This trend was reflected in our 2021 State of the Customer Success Industry and Salary Report with survey respondents showing an increased focus on expansion and customer advocacy goals, which contribute to a positive post-purchase experience. Conventional customer success approaches had used digital technology on a limited scale.

Strategy 92

Strategy Customer Journeys e-support Customer Success 92

CSM Magazine

MARCH 3, 2022

SaaS tools have become extremely popular in the project management industry, transforming the way it operates. So considering the statistics, few companies aren’t using SaaS applications, knowing the fact that technology has come a long way. 5 SaaS tools office managers should be using this year.

Tools 52

Tools Management Travel Transportation 52

CSM Magazine

JANUARY 17, 2023

With an increase in online spending and new faster, easier ways to pay, companies should think again about payment technologies and ways to meet customer payment preferences. Looking ahead to 2023, here are five ways that payment technology will continue to underpin business success: 1.

Omni-Channel 52

Omni-Channel e-support Self Service Competitive Advantage 52

AWS Machine Learning

FEBRUARY 29, 2024

Amazon OpenSearch Service is a fully managed service that makes it straightforward to deploy, scale, and operate OpenSearch in the AWS Cloud. Amazon Personalize allows you to add sophisticated personalization capabilities to your applications by using the same machine learning (ML) technology used on Amazon.com for over 20 years.

e-support 88

e-support Resources Comparison Data 88

West Monroe

FEBRUARY 29, 2024

This attack disrupted appointments and elective surgeries, with the attackers demanding a ransom of 60 bitcoins (~$3.4M), highlighting the financial impact behind such e-crimes. Vulnerability Lifecycle Management: Regular vulnerability assessments are crucial, yet only 53% of hospitals have a plan to address identified vulnerabilities.

Healthcare 52

Healthcare Hospitality e-support Exercises 52

SurveySparrow

NOVEMBER 9, 2020

The global human resource management market is expected to reach USD 38.17 Yes, that’s the popularity of HR tools and HR management software among modern millennial users. From recruiting, onboarding process to taking feedback, HR management software automates everything! billion by 2027.

Software 59

Software Tools Management Employee Engagement 59

CSM Magazine

DECEMBER 15, 2020

Richard Pinnington of Calabrio discusses how workforce management means so much more in challenging times. . “It was the best of times, it was the worst of times,” these immortal words are probably as true today as they were when Charles Dickens wrote a “A Tale of Two Cities” nearly 200 years ago. This brings a new set of challenges.

Management 52

Management Self Service Gamification e-support 52

Totango

NOVEMBER 8, 2021

As more consumers turned to e-commerce, more companies had to step up their digital game, in turn forcing SaaS providers to deliver so brands could satisfy their buyers. Consumers and the companies which serve them are no longer content with slow, inconvenient technology and mediocre online support.

Brands 86

Brands Customer Experience Self Service e-support 86

CSM Magazine

AUGUST 10, 2022

Encoded, a leading Payment Service Provider and pioneer of innovative secure payment solutions for contact centres and e-commerce, has announced that The Wine Society has successfully implemented its Gateway Services, Agent Assisted and E-Commerce Payments technology to meet increased demand as orders soared during the pandemic.

e-support 59

e-support Ecommerce Banking Innovation 59

Magellan Solutions

OCTOBER 11, 2023

There are a plethora of business benefits employers outsource inbound support services. To name some, cost savings, improved customer service, scalability, and technological advancements. Efficient inbound call management and customer service The core of any business is customer service. The reason? Need us to be specific?

Call Center 52

Call Center e-support Retail Healthcare 52

Totango

NOVEMBER 8, 2021

As more consumers turned to e-commerce, more companies had to step up their digital game, in turn forcing SaaS providers to deliver so brands could satisfy their buyers. Consumers and the companies which serve them are no longer content with slow, inconvenient technology and mediocre online support.

Brands 83

Brands Customer Experience Self Service e-support 83

SurveySensum

NOVEMBER 23, 2023

A well-designed NPS survey tool features NPS calculation, automation, survey scheduling, customer segmentation, an intuitive dashboard, reports, real-time notifications, etc. You will need dedicated NPS software with innovative survey distribution channels, and specific analytic and reporting features to conduct successful NPS surveys.

NPS 52

NPS Net Promoter Score Software Tools 52

ShepHyken

AUGUST 6, 2023

We kick off with an article that features a number of experts sharing their insights on how to spot and proactively manage problems, complaints, and anything the customer considers a “pain point.” Some e-commerce websites now give their customers an option to leave a tip when they check out. as of 2023 and minimum federal wage of $7.25

Customer Service 62

Customer Service Tips e-support B2C 62

BirdEye

AUGUST 3, 2023

Please rate your overall experience with our customer support from 1 to 10. - It can also uncover whether your support team requires additional training. Enhancing customer satisfaction through improved service and support If there are any gaps in your customer support efforts, CSAT scores should reveal them.

Customer Satisfaction 98

Customer Satisfaction Customer Centricity Culture Effort Score 98