InMoment XI

OCTOBER 31, 2023

In the fast-paced world of customer service, call center management plays a pivotal role in ensuring efficient operations, customer satisfaction, and improving the customer experience. Understanding the ins and outs of call center management is crucial for both seasoned professionals and newcomers to the field. Let’s dive in!

Call Center 260

Call Center Strategy Management First Call Resolution 260

Lumoa

JANUARY 8, 2024

This feature automatically detects and analyzes these languages, making global customer support and feedback analysis a breeze. Product Development Insights: Spot trends and customer preferences, guiding your next product iteration to align with market demands and expectations. Language Detection: This one is self-explanatory.

Analysis 394

Analysis Software Comparison Social Media 394

Comm100

OCTOBER 17, 2023

Customer service automation software are tools designed to automate and streamline customer support processes, often powered by AI. They can handle basic queries, guide users, or escalate issues to human agents. Human engagement is still a vital aspect of customer service and support.

Software 182

Software Chatbots Customer Service Knowledge Base 182

TechSee

MARCH 21, 2024

By popular demand, we are now offering this AI-automated guided flow as a packaged solution. For providers, the high failure rate of self-installations translates into increased support calls, higher volumes of technician dispatches, and soaring operational costs.

Self Service 124

Self Service Contact Center Customer Satisfaction Customers 124

Lumoa

FEBRUARY 9, 2023

Our A to Z Guide to Customer Experience Definitions and Terms covers everything you need to know, from clear definitions of key terms to a comprehensive overview of the topic. Actionability is also, as we believe, one of the essential aspects of customer experience management. How do you take action on customer experience?

Net Promoter Score 445

Net Promoter Score Customer Journeys Customer Experience Omni-Channel 445

Comm100

SEPTEMBER 12, 2023

This is where Strategic Enrollment Management (SEM) comes into play. Read on to explore what strategic enrollment management is, how it is helping schools to attract more of the very best students, and how to create a robust plan. What is Strategic Enrollment Management (SEM)? Remember, SEM is a holistic approach.

Management 156

Management Financial Resources Strategy 156

Experience Investigators by 360Connext

APRIL 23, 2024

Let’s explore customer experience management (CEM), its pivotal role in shaping customer lifetime value , and strategies for measuring the return on investment of CX initiatives. Understanding Customer Experience Management (CEM) Let’s start at the beginning. Is this the same as Customer Relationship Management, or CRM?

ROI 143

ROI CEM Net Promoter Score Customer Experience 143

Experience Investigators by 360Connext

JANUARY 5, 2022

Related Resources: [Guide] CX Mission Statement Workbook. You asked your frontline teams, like customer service agents and customer success managers, about what they were hearing directly from customers. Related Resources: [Guide] SMIRC Goals checklist. Related Resources: [Guide] CX Success Statement Workbook.

Resources 369

Resources Customer Journeys Video Strategy 369

Comm100

MARCH 20, 2024

Bridging this gap and managing expectations is a continuous challenge – but one that digital communication can significantly improve. This allows them to handle more questions and guide users through workflows – all without any human interaction so government agencies can provide 24/7 support.

Government 188

Government Communication Self Service Chatbots 188

Comm100

FEBRUARY 21, 2023

Introducing AI to customer service improves CX because it provides immediate support. Better still, customers who do need human support also experience lower wait times. An AI chatbot can handle up to 80% of all queries without human involvement, giving agents more time to manage queries that need a human touch.

Customer Service 166

Customer Service Chatbots Wait Times Industry 166

Comm100

AUGUST 28, 2023

Digital transformation in higher education isn’t just about introducing online courses or providing email support; it’s about creating a cohesive, digitally driven ecosystem that enhances every stage of the student experience. Naturally, implementing such an encompassing digital movement poses significant challenges.

Handbook 130

Handbook eBook System Course 130

Comm100

JANUARY 17, 2024

Lastly, but crucially, this guide will also explore how teams can strike the perfect balance between the efficiency and scalability of automation and the necessity for human touch. Here are some of them most effective automation technologies being used by customer service and support teams today: Automation solutions 1.

Customer Service 187

Customer Service Chatbots Technology Interaction 187

Comm100

MARCH 25, 2024

Whether you’re planning a customer support chatbot for your website or building an engaging marketing bot for Messenger, being aware of the do’s and don’ts of bot planning and development will help ensure that your chatbot is effective, and that it meets customers’ expectations every time.

Chatbots 240

Chatbots Customer Journeys User Experience System 240

TechSee

MARCH 11, 2024

Conversational AI vs Chabots vs Generative AI Conversational AI and chatbots are both technologies that can enhance customer experience and support, often through a chat-based interface. To automate your customer support and troubleshooting, you will need a provider with an advanced Phase 3 solution. Where are you in your AI journey?

Chatbots 124

Chatbots Self Service Culture Virtual Agent 124

Experience Investigators by 360Connext

OCTOBER 17, 2023

The right attention will lead to the right resources, support, and investments. When executives understand the value and impact of CX on the bottom line, they are more likely to support and invest in CX initiatives. It’s to ensure our processes and internal efforts are supporting the best possible customer experience.

Leadership 259

Leadership Customer Experience Customer Centricity How To 259

TechSee

FEBRUARY 23, 2023

Most service organizations have found that visual support is a force multiplier when upskilling agents, helping them maintain their average handle time (AHT) and first contact resolution (FCR) while adjusting to their new duties. Visual assistance is practical even when agents require more experience with wide-ranging support.

Contact Center 124

Contact Center Average Handle Time Training Video 124

TechSee

APRIL 22, 2024

Use TechSee’s native SDK to launch visual support, including app mirroring – right from the app. Similarly, customers can be visually guided to resolution with augmented reality overlays. This integration ensures that agents can leverage visual support tools without needing special hardware or additional efforts.

Innovation 109

Innovation How To Sports Video 109

Comm100

AUGUST 8, 2022

For many organizations, the leap to digital support means introducing live chat for customer service – now the most popular channel to connect with brands. Enter AI chatbots – ever-improving tech that lets organizations automate conservations and meet the modern demands of fast, 24/7 support.

Chatbots 194

Chatbots Customer Service Knowledge Base Social Media 194

Comm100

MAY 4, 2022

While telephone and email were once the go-to support channels, today’s members now expect more. Members that traditionally sought in-branch support now expect digital services to supplement their member experience. The need to shift towards digital support is also increasing as Millennials and Gen Z reach financial maturity.

Chatbots 189

Chatbots How To Omni-Channel e-support 189

Comm100

MARCH 21, 2023

99% of customers believe that companies need to improve their service and support and there’s plenty of scope to do so. Offer live chat Live chat lets organizations provide real-time customer service through text support, as well as voice and video too. Today’s customers simply want to use the channel that suits them in that moment.

Self Service 167

Self Service Customer Service Strategy Omni-Channel 167

Magellan Solutions

APRIL 25, 2024

The challenge arises if you find it difficult to provide technical support while managing core operations. By delegating tech support services to outsourcing partners, your business can save costs in areas that would otherwise require internal resources and expenditures. So, What Is Technical Support Outsourcing?

Average Handle Time 52

Average Handle Time First Call Resolution Resources Customer Satisfaction 52

Helpt

FEBRUARY 2, 2024

You had some issue with a product, you picked up the phone and dialed the customer support line, you explained your situation to the first agent, they didn’t know the answer so they sent you to another agent, you explain the situation again, rinse and repeat until eventually, someone gives you answer.

Analysis 97

Analysis Customer Satisfaction Interaction Culture 97

Team Support

APRIL 10, 2024

Arobust client support software solution, TeamSupport is uniquely positioned to help agents manage post-sale customer interactions with finesse, ensuring businesses not only retain their customers but also cultivate relationships based on trust and satisfaction. This is where TeamSupport comes in.

Competitive Advantage 52

Competitive Advantage Analytics Software Culture 52

TechSee

MAY 23, 2023

Across sectors and around the world, enterprise leaders have been carefully managing expenses and streamlining processes. An automated visual flow is a short, mobile-friendly flow that guides users through a particular series of actions as part of a service experience. 2023 has been the year of efficiency.

Contact Center 109

Contact Center Consulting Chatbots CRM 109

Help Scout

AUGUST 22, 2023

This guide will walk you through how to get started with Help Scout. You’ll learn all the fundamentals of the platform, from managing your mailbox to creating self-service support with Docs, Beacon, and more. Read the full article

Self Service 98

Self Service Management How To 98

Kustomer

FEBRUARY 11, 2024

This guide provides a comprehensive breakdown of Zendesk’s features, pricing model, third-party integrations, and more. Streamline customer support operations and workflows by enabling users to track all conversations in one central inbox. This live chat feature enables real-time interactions between customers and support agents.

Omni-Channel 98

Omni-Channel Self Service Multi-Channel Knowledge Base 98

CSM Magazine

APRIL 16, 2024

A reliable and responsive customer support system is often regarded as a hallmark of legitimate platforms. A reliable and responsive customer support system is often regarded as a hallmark of legitimate platforms. Effective customer support quickly addresses these issues to ensure minimal disruption.

Customer Experience 52

Customer Experience Wait Times Chatbots Analysis 52

COPC

MARCH 11, 2024

This guide sheds light on the multifaceted nature of employee retention, aiming to enhance customer satisfaction and other key performance indicators through careful questioning and thoughtful leadership actions. What quantitative and qualitative evidence supports our understanding of this alignment? To address this issue, COPC Inc.

Call Center 98

Call Center Gamification Contact Center Training 98

Retently

MARCH 26, 2024

Whether you need more affordable pricing, specialized features, or differing levels of complexity, our guide dives into the top survey solutions vying for your attention. Ease of use is critical, particularly if you don’t have a dedicated team to manage your surveys. You can find more about Retently’s unique features in this guide.

Survey 78

Survey Multi-Channel Effort Score Analysis 78

CSM Magazine

FEBRUARY 1, 2024

The solution is part of a wider Wellbeing Programme from Sabio which includes psychology-based discovery, Consultancy Services and ongoing strategic Success Management. We set out to create a best-in-class mental health solution that employees could easily access whenever they needed support.

Social Media 52

Social Media Consulting Innovation Culture 52

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. Calabrio is ranked the number one vendor for Reliability and Usability.

Management 59

Management Contact Center Analytics Customer Centricity 59

Totango

MAY 13, 2022

In this blog, we’ll provide a guide to choosing the right digital engagement platform for your business needs. Customer engagement platforms are automation solutions that help you monitor, manage and optimize your client interactions. They can take several forms, including: In-app guides. Customer support platforms.

Customer Engagement 103

Customer Engagement Tools Engagement Knowledge Base 103

Totango

JANUARY 3, 2024

It’s been an exciting journey, marked by significant milestones and a ceaseless effort to support our customers in achieving their goals. These behaviors will guide our strategy as we continue to evolve and innovate. showcasing, in our opinion, our strength of strategy and product offering for enterprise businesses.

Software 111

Software Customer Success Innovation Report 111

BirdEye

NOVEMBER 22, 2023

In a field as trust-dependent as law, mastering review management is not just beneficial; it’s essential to your practice’s success. In this article, you’ll learn why law firm reviews are essential, how to collect them, and how to manage them effectively. First, they’ll turn to friends and family for recommendations.

Management 111

Management Policies Feedback Tips 111

CSM Magazine

MARCH 25, 2024

Training and Boundaries Training for call center agents often includes how to manage difficult conversations and de-escalate conflicts. Role-playing exercises and scripts can guide them through a variety of tough scenarios. Seek Support : Debrief with a supervisor or team leader after the call.

Policies 52

Policies Call Center Exercises Contact Center 52

Gainsight

AUGUST 4, 2022

The 2022 Gartner Market Guide for Customer Success Management Platforms reports that “customer success management (CSM) programs have progressed from an emerging discipline into an increasingly mature and evolving practice.”. CS can leverage product usage data and in-app messaging channels to guide customers to value.

Customer Success 105

Customer Success Management Marketing Analytics 105