TechSee

SEPTEMBER 7, 2021

Warranty management. Managing the end-to-end lifecycle of consumer product warranties – from product registration through warranty claim – is a costly endeavor. However, it enables brands to connect directly with consumers and engage with them throughout their product ownership. Quality Assurance.

Self Service 191

Self Service Training Sales Consumers 191

NobelBiz

FEBRUARY 20, 2024

While finding a voice provider might seem straightforward, with almost every Contact Center as a Service (CCaaS) provider offering voice services alongside their software products, not all voice services are crafted equally. VoIP systems utilize existing internet connections, eliminating the need for costly new hardware.

Contact Center 105

Contact Center Call Center Self Service System 105

Comm100

MARCH 20, 2024

Bridging this gap and managing expectations is a continuous challenge – but one that digital communication can significantly improve. Real-time interaction adds a human element to digital communication too, fostering a sense of connection and trust. Behind-the-scenes insights demystify government actions, fostering connection.

Government 188

Government Communication Self Service Chatbots 188

Playvox

FEBRUARY 20, 2024

Not only do contact center agents want additional flexibility in their work schedules, but many leaders saw that agents did not need to be in a defined office space to get their jobs done well. However, managing remote teams effectively comes with its own set of challenges. First, let’s define remote work.

Management 88

Management Gamification Contact Center Policies 88

Comm100

NOVEMBER 23, 2022

Omnichannel platforms connect every channel together so agents gain a 360-degree view of every customer they speak. With a complete picture of your customers and their previous history, agents can deliver the personalized experience that customers expect. Proactive customer engagement takes off. “By

Trends 206

Trends Customer Service Chatbots Omni-Channel 206

Comm100

MARCH 30, 2021

Today’s customers want to connect with their brands whenever, wherever, and however they want. Omnichannel customer engagement connects all the key digital channels together. Whether they begin on email and end on Twitter, your agents will have all the information they need to provide a seamless, helpful and efficient experience.

Omni-Channel 264

Omni-Channel Customer Engagement Engagement Social Media 264

Calabrio

SEPTEMBER 9, 2020

Companies that would have never allowed employees to work from home – have now uncovered a well of productivity they didn’t know they had. When all your employees go virtual overnight, how do you keep your finger on the pulse of productivity? This is the new frontier of the workplace and with it, new challenges.

Contact Center 241

Contact Center Customer Satisfaction Video Technology 241

NobelBiz

DECEMBER 11, 2023

Effective call flow management has the potential to revolutionize customer service, sales, and overall business operations. Call flows are essential for contact centers as they provide a structured framework for managing customer interactions. Queue management includes hold music or comfort messages.

Call Flow 106

Call Flow Customer Experience Contact Center Call Center 106

Comm100

NOVEMBER 15, 2022

It is the third highest reason why consumers switch brands , only sitting behind better deals and superior product quality. Today’s consumers want to connect with brands where and when it suits them. Unlike on the phone, live chat agents can handle multiple chats simultaneously. Channel choice in a digital-first world.

Strategy 131

Strategy Omni-Channel Contact Center Chatbots 131

Kayako

JULY 22, 2022

The good news is that one direct way to improve customer perception is to provide high-quality customer service. When a brand can charge a premium price for a commodity product or service that is not that much different from the competition, they are successfully managing the customer perception that their product has more value.

Net Promoter Score 280

Net Promoter Score Measurement Effort Score NPS 280

Comm100

NOVEMBER 13, 2022

Customers now use an average of nine different channels to connect with companies, and they expect the support they receive on these channels to be fast, convenient and personalized. Juggling all these channels while delivering efficient and connected support is difficult, and often impossible.

Omni-Channel 212

Omni-Channel Customer Service Chatbots Social Media 212

Comm100

JUNE 15, 2022

Automate frequently asked questions to better use agent time. By doing so, chatbots can resolve the most frequently asked questions that are simple yet repetitive and time-consuming – and do all this without any agent intervention. Before the chatbot, our agents were having to answer the same simple questions over and over again.

Chatbots 197

Chatbots Industry Customer Service Wait Times 197

Playvox

JANUARY 30, 2024

Numerous studies link employee satisfaction, performance, and engagement with management’s ability to provide actionable, positive feedback and coaching. Yet managers continue to fall short. In a contact center setting, this can mean badges, a point system, and moving up to the next level when agents perform well.

Gamification 79

Gamification Contact Center Training Feedback 79

Calabrio

NOVEMBER 25, 2020

This guest post is authored by Steven Kaish , SVP, Product Marketing & Technical Partners at Glia. Complacency is not an option as agents, supervisors and contact center managers are forced to become more strategic, taking on increasingly critical new responsibilities to deliver engaging customer experiences.

Contact Center 306

Contact Center Self Service Analytics Banking 306

BlueOcean

OCTOBER 4, 2021

In fact, many subscription-based services have designed an ease-of-use/self-serve model that benchmarks the customer experience before that subscriber ever picks up the phone, writes an email, connects via live chat, or drops your brand handle into their social media post. Engaging Your Frontline Agents. Let’s explore.

Customer Experience 194

Customer Experience Customer Care B2C Lifetime Customer 194

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

Magellan Solutions

MARCH 22, 2023

These are helpful ways for a business to gather information about the attitudes, behaviors, and productivity of its employees. The purpose of structured interviews is to ask questions about specific topics such as service demands and the quality of customer service provided by your agents regularly.

Call Center 98

Call Center Abandon Rate Average Handle Time Metrics 98

NobelBiz

JANUARY 9, 2024

It leverages physical copper wires to connect your business with the public switched telephone network (PSTN). This technology aggregates calls from national, regional, and local telephone operators, managing them through a private branch exchange (PBX) system. Instead, its role is pivotal in controlling and managing the network.

Telecommunications 103

Telecommunications Contact Center Call Center System 103

Playvox

FEBRUARY 13, 2024

As a contact center leader, the top agents you hire, train, and manage are the clutch players. First, if your agents feel their efforts aren’t accurately measured or noticed by leaders, it reduces engagement, negatively impacts job satisfaction, and weakens motivation to perform at the highest levels.

Contact Center 88

Contact Center Gamification Measurement Training 88

Comm100

DECEMBER 7, 2022

Customer service agents play an important role in an organization, but unfortunately the repetitive nature of customer requests can make the work challenging and thankless. In isolation, these requests take minutes, but in heavy volumes they monopolize an agent’s time. Automate time-consuming & repetitive requests.

Chatbots 192

Chatbots Examples Self Service Customer Satisfaction 192

Comm100

MAY 20, 2022

Thanks to its speed and convenience, live chat software empowers agents to provide the type and quality of support that today’s consumers need, all while: Reducing operational costs Improving efficiency Increasing availability Building stronger connections and Improving customer satisfaction (CSAT).

Software 180

Software Wait Times Multi-Channel Consumers 180

NobelBiz

DECEMBER 5, 2023

It offers enhanced flexibility and customization compared to traditional methods, allowing businesses to tailor their call management strategies. With advanced VoIP features like simultaneous ringing and call queues, call forwarding enhances productivity and customer service. The average cost of call forwarding per month is $3.50

Communication 104

Communication Contact Center Contact Center Software Customer Satisfaction 104

Playvox

MARCH 21, 2024

Let’s face it — no one contacts your contact center to tell the person who answers the phone, text, or chat to tell your organization that they love your brand, service, or product. Most interactions that contact center agents have daily are to solve a problem or issue, adjust a payment, or ask a clarifying question.

Strategy 90

Strategy Contact Center Multi-Channel Social Media 90

Team Support

APRIL 11, 2024

Manufacturing involves the process of transforming raw materials into finished products across industries and geographies. This encompasses diverse and significant complexities to accomplish tasks ranging from automobile production to chemical refinement. This is where TeamSupport’s unique features come into play.

Self Service 40

Self Service Multi-Channel Knowledge Base Strategy 40

NobelBiz

NOVEMBER 6, 2023

CCW reports that 91% of companies report their agents must access multiple screens during an interaction. Accenture predicts that AI is expected to boost productivity by 25% in the U.S. Automation and Data Quality With the advent of AI, the integration of intelligent automation has become a game-changer. alone by 2040.

Call Center 105

Call Center Self Service Contact Center Customer Service 105

Playvox

JULY 14, 2023

Providing an ever-improving customer experience while boosting contact center agent productivity is paramount for your business. Here’s the blueprint for achieving greater agent productivity in your call center. The quality of customer service and support can also have an impact on the productivity of a contact center.

Contact Center 74

Contact Center Measurement Call Center How To 74

NobelBiz

MAY 9, 2023

However, running an efficient and effective contact center requires more than just hiring skilled agents and investing in advanced technologies. One critical aspect that companies must consider is the optimization of their dialer system, which can significantly impact call center operations’ productivity and performance.

Call Center 98

Call Center Software Contact Center Software Contact Center 98

Comm100

NOVEMBER 13, 2022

Today’s customers look for fast, convenient, and personalized support that allows them to connect with brands how, where, and when they want. The state of customer service has also seen a rise in the agent experience, or AX. This meant a shift away from efficiency metrics towards agent wellbeing.

Tools 181

Tools Customer Service Tips Omni-Channel 181

Comm100

JULY 5, 2021

They’ll also route queries to the best agents and sprinkle in automation for greater efficiency and better customer experience. In this blog we’re going to explore the key elements that you need in an IT ticketing system to significantly improve agent performance and take your customer support to a new level. Omnichannel capabilities.

System 147

System Omni-Channel Social Media Software 147

UJET

MARCH 17, 2020

But even with a dispersed team, managers and supervisors can ensure that agents are providing the expected high-quality support to maintain positive customer experiences. Here are five tips to manage your remote customer support agents. Most remote agents enjoy a portable workstation. Daily Check-Ins.

Tips 121

Tips Management Self Service Video 121

NobelBiz

SEPTEMBER 5, 2023

Telemarketing and call center operations form the backbone of many businesses, enabling them to connect directly with their audience. Within this framework, the twin metrics of connection rate and contact rate play pivotal roles. Conversely, a low connection rate can result in wasted time and reduced agent productivity.

Contact Center 59

Contact Center Connections Call Center Telecommunications 59

Team Support

JULY 25, 2023

So, your company invests in the training needed to ensure your agents know the product and can help the customer use it. Yet, a major challenge is the technology customer support agents use, which slows down productivity. The agent starts by answering a customer’s inquiry via chat.

Self Service 98

Self Service Chatbots Knowledge Base Poor Customer Service 98

Eptica

NOVEMBER 1, 2020

Date: Friday, October 30, 2020 Author: Pauline Ashenden - Demand Generation Manager Four benefits to improving customer service by integrating your CRM and telephony system. Categorie(s): Product Customers today expect a high quality, integrated and personalised experience, whatever channel they use to make contact with you.

CRM 117

CRM System Self Service Customer Service 117

TechSee

OCTOBER 9, 2018

Ashley rolls over, checks her Fitbit Ionic to see the quality of REM sleep she experienced last night, and reaches for her iPhone to scan her messaging apps and social networks. She tweets about her sleep quality and messages her roommate that her share of the rent has been paid with Venmo. connected devices and use 3.3

Omni-Channel 359

Omni-Channel Self Service Customer Service Virtual Agent 359

CSM Magazine

SEPTEMBER 14, 2023

Industry Report Ranks Calabrio as an Overall Agent Management Leader and a Product Experience Leader. Calabrio , the workforce performance company, has been named an Exemplary Vendor in Ventana Research Buyers Guide 2023: Agent Management. Our success is fueled by our customers’ success.

Management 59

Management Contact Center Analytics Customer Centricity 59

BirdEye

SEPTEMBER 11, 2023

Positive customer experiences allow businesses to charge premium rates for their products and services. Apple) High-quality customer experience helps businesses grow loyalty programs and referral campaigns, lowering customer acquisition and retention spending. But, local businesses lack the tools to compete with more prominent brands.

Customer Experience 114

Customer Experience Self Service Social Media How To 114

NobelBiz

FEBRUARY 13, 2024

These features range from managing calls to analyzing customer data. The algorithm predicts when agents will be available and which numbers are most likely to connect. It empowers agents with valuable insights, allowing them to tailor their approach and significantly improve the quality of interactions.

Call Center 59

Call Center Self Service Software Contact Center 59