ShepHyken

AUGUST 25, 2017

This week we feature an article by Reuben Yonatan who writes about how using chatbots for customer service properly can be a powerful customer service tool. Chatbots can be great for handling basic customer support functions, communicating with customers when a rep isn’t available and more. – Shep Hyken.

Chatbots 369

Chatbots Customer Service Best practices voip 369

Spearline

JANUARY 25, 2022

According to Forrester , it costs 5 times more to acquire new customers than it does to keep an existing one. Customer churn is a fact of life for almost every organization around the world. What is customer churn? Qualitrics define customer churn as “when someone chooses to stop using your products or services.

Contact Center 132

Contact Center Telecommunications Call flow Benchmark 132

Tethr

NOVEMBER 5, 2021

Whether you’re a sales leader, a customer experience guru, or an enterprising contact center operator, you want to improve your business’s operations in order to protect your existing revenue… and grow more revenue opportunities. You’re looking for ways to save your team money—and conversational intelligence software can do just that.

Average Handle Time 101

Average Handle Time Sales Enterprise Contact Center 101

TechSee

MAY 4, 2021

These gigs are often created to meet consumer demand via the real-time delivery of services. Economic and logistical challenges have resulted in businesses turning to the gig economy to support and scale their customer service and sales efforts while lowering their fixed costs and in-house overhead.

Customer Service 182

Customer Service Contact Center Agent burnout Call Center 182

Quiq

DECEMBER 2, 2022

Returns will be at their highest—and you’ll be looking for ways to reduce call volume. It’s easy to look for simple cost-cutting measures and avoid major process changes. Calls are at an all-time high, you’re agents are overwhelmed, but you’re looking to cut costs. The best way to do that?

Interactive Voice Response 75

Interactive Voice Response Chatbots Call Center Wait times 75

TechSee

MAY 24, 2021

While the increasing demand for 24/7 monitoring service means that professionally installed products are expected to remain the largest installation type, the DIY (Do-it-yourself) segment is expected to experience the highest growth rate during the forecast period. . Customers simply do not want to admit technicians into their homes.

Upselling 124

Upselling Self service Wireless Contact Center 124

TechSee

NOVEMBER 3, 2020

Field service delivery is undergoing a transformation. This paradigm shift has effectively taken the “field” out of field services, with the industry focused on servicing customers in the most efficient way possible. What does this mean for the future of field service?

Customer effort 109

Customer effort industry standards Contact Center Surveys 109

NobelBiz

APRIL 2, 2024

Are customers becoming more and more demanding with time? With the growing customer expectations, enterprises are under great pressure to deliver exceptional service. We are determined to elevate efficiency as an industry standard by constantly adopting new technology and keeping costs in check.

contact center solutions 105

contact center solutions Enterprise Contact Center Interactive Voice Response 105

NobelBiz

MARCH 26, 2024

While there’s no one-size-fits-all solution to address all operational and customer-related challenges for businesses, Customer Experience Automation (CXA) has emerged as a compelling strategy for a lot of businesses these days. Table of Contents What Is Customer Experience Automation (CXA)?

Best practices 52

Best practices Interactive Voice Response Customer Experience Contact Center 52

Global Response

FEBRUARY 26, 2024

In today’s world, customers expect not only excellent products but also excellent service. Quality customer service matters; just look at the numbers: 83% of customers are more loyal to businesses that respond to and resolve their complaints. So just what is high-quality customer service?

Call Center 62

Call Center Customer Service outsourcing CRM 62

Call Experts

DECEMBER 29, 2022

Welcome to a roundup of our top-performing customer service blogs of 2022! Blogging is a powerful way to share ideas, trends, and strategies in your industry. It’s also a great way to build credibility with real customer insights. . Call Experts Top 5 Customer Service Blogs of 2022 .

Customer Service 52

Customer Service outsourcing Best practices Morale 52

TechSee

DECEMBER 2, 2020

This technology can be applied at every channel and touchpoint of the customer journey, from pre-purchase through contracting and billing, onboarding , and even upsells. And that’s especially true today when in-person shopping is limited, and people mostly interact with service providers on digital platforms. improve efficiency.

Average Handle Time 109

Average Handle Time First call resolution Technical Support Technology 109

BlueOcean

OCTOBER 4, 2023

When one in five of your customers speak something other than English as their first language, providing bilingual customer support is critical. The impact of bilingual support on the customer experience cannot be understated. Without it, you risk taking a hit to your CSat scores, your brand loyalty, and your bottom line.

Customer Support 124

Customer Support Bilingual agents outsourcing Contact Center 124

Fonolo

JANUARY 19, 2023

TIP: Tools like Fonolo Voice Call-Backs relieve agent stress and keep customers off hold by offering call-backs during call spikes. The cost of losing an employee is much higher than most people realize. The hard costs of employee turnover are easy to measure – and significant. The numbers are sobering. Bottom line?

Call Center 155

Call Center Brand ambassadors Contact Center Chatbots 155

Hodusoft

APRIL 6, 2022

Top 5 Customer Experience Trends to Consider in 2022. In recent years, businesses have realized the impact that customer experience has on the growth of their businesses. To make sure that their companies stick out in the market, they do everything to ensure that their customer experience is optimal.

Customer Experience 105

Customer Experience call center software Contact Center Call Center 105

DMG Consulting

MARCH 27, 2024

Enabled by the processing power of the cloud, next-gen WFM solutions can make real-time suggestions and changes in forecasts and schedules previously bogged down in administrative oversight, reducing overhead costs while significantly improving the CX and EX. The Report analyzes WFM market activity and provides 5-year projections.

Consulting 59

Consulting Consulting Enterprise Agent Empowerment 59

Hodusoft

FEBRUARY 24, 2022

Keeping pace with the ever-evolving needs of your small business in a cost-effective manner is no easy feat. By choosing the right call management system you can reach out to stakeholders and customers, at the right time and in the right way. Cost-effective. Understanding IP PBX. Hosted IP PBX.

voip 98

voip Management Technical Support Finance 98

SharpenCX

JULY 6, 2022

Let’s dive into the 5 things you can do now to prepare your contact center for a recession. Audit your list to see what overlaps and is underutilized, and reduce systems to streamline your tools. . As your business grows, it’s common to pick up platforms along the way and add them into your processes. . Your tech stack adds up.

Contact Center 76

Contact Center Self service Chatbots Call Center 76

Totango

OCTOBER 13, 2021

For effective customer success , respond to upset customer downgrades proactively. In fact, you can use a downgrade as an opportunity to remind customers of the value of your product and the quality of your customer service, giving them a potential incentive to upgrade again.

Best practices 103

Best practices Enterprise Sales Customer Experience 103

Comm100

FEBRUARY 12, 2023

With cost-effective automation from chatbots, schools are improving access to services and providing students with faster and more satisfactory support. With cost-effective automation from chatbots, schools are improving access to services and providing students with faster and more satisfactory support.

Chatbots 69

Chatbots Education Self service Personalization 69

CSM Magazine

OCTOBER 10, 2023

Average handle time is an important contact centre metric but it can be a double-edged sword that creates customer dissatisfaction. It’s important to strike the balance between speed and personalised service delivery. Improve AHT in 5 Easy Steps 1.

Average Handle Time 59

Average Handle Time Agent burnout Coaching Finance 59

Babelforce

JUNE 17, 2021

In this post: The rise of outbound call center services What made outbound services available to every business? Do customers really expect outbound call center services? More and more companies are using outbound calling to provide better support to customers. The rise of outbound call center services.

Call Center 97

Call Center Customer retention Contact Center voip 97

CSM Magazine

AUGUST 11, 2023

In the current climate, running a successful business in the UK is no easy feat. One factor that is often overlooked in this process is the selection of a reliable and cost-effective energy supplier. It involves identifying the energy consumption patterns of your business and areas where you can reduce energy consumption.

Consulting 52

Consulting Consulting Customer Service Management 52

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? At its core, contact center reporting is the systematic process of capturing, analyzing, and leveraging data from every customer interaction across various channels.

Call Center 59

Call Center Contact Center Abandon rate Average Handle Time 59

JivoChat

JUNE 20, 2023

Learning how to reduce customer churn is a challenge companies of all sizes and sectors must face. It’s fundamental to understand why customers stop buying from your brand or requiring its services. Usually, customer churn is a sign of unhappy customers. What Is Customer Churn?

Education 75

Education Customer retention Customer Support SaaS 75

Fonolo

AUGUST 19, 2021

It also results in reduced efficiency at work, which in turn affects a company’s customer satisfaction and profits. And, those stats are even higher for customer support representatives, including call center agents. Call center agents are constantly helping customers or staring at a screen. Work overload.

Agent burnout 148

Agent burnout Call Center Metrics Contact Center 148

Hodusoft

JANUARY 3, 2024

Everything You Need to Know About Contact Center as a Service (CCaaS) The introduction of Contact Center as a Service (CCaaS) heralded the beginning of a new era. An era where small and medium-sized businesses could provide similar customer service as their larger counterparts. billion by 2030. What is CCaaS?

Contact Center 59

Contact Center Contact center software Interactive Voice Response Wait times 59

ProProfs Blog

OCTOBER 16, 2020

She’s been collecting customer feedback via surveys for years but feels frustrated that results seem to be diminishing. Survey completed: 5. Stella is a market researcher at a large corporation and her main priority is providing insightful data for the entire company to use. In fact, last week’s were abysmal: Survey sent: 400.

Surveys 158

Surveys Construction Personalization Feedback 158

TeamSupport

MAY 31, 2023

Chatbots are fast becoming part of the digital core of tech tools that companies utilize as a secret weapon to increase their competitive advantage in the customer service arena. Today’s chatbots are more focused on enhancing the customer experience by offering immediate answers to common challenges.

Chatbots 98

Chatbots Customer Service Healthcare Banking 98

Comm100

JUNE 15, 2022

Digital customer engagement is always evolving. Just as live chat was a technological leap over telephone communication and is proving to be the most essential of all channels, chatbots are the latest technological milestone in customer support. Canadian Blood Services.

Chatbots 78

Chatbots Customer Service Wait times Technical Support 78

Fonolo

JUNE 22, 2021

Despite advancements in customer service technology and automation, one thing hasn’t changed: people remain fundamental to the success of a contact center. Human customer service agents and their knowledge, capacity to troubleshoot, and empathetic nature ensure they will always be a necessity when it comes to assisting customers.

Call Center 151

Call Center call center software Employee engagement Gamification 151

Comm100

DECEMBER 7, 2022

The average cost of tuition and fees to attend a private college in the US is over $38,000. With such high costs, it should come as no surprise to hear that their students have high expectations of their school. Todays’ students expect a lot from their university or college, and so they should. Shrinking CSAT.

Education 69

Education Chatbots Wait times Technology 69

Blueship Call Center

AUGUST 22, 2023

Outsourcing customer service is a desirable concept. Outsourcing your customer service to an outside agent may drastically reduce overhead, saving you money, resources, and frequently a great deal of stress. We’ll go into great depth about outsourcing customer support in this post.

outsourcing 57

outsourcing Customer Care Average Handle Time Call Center 57

Quality Contact Solutions

NOVEMBER 12, 2021

Customer satisfaction is vital to the success of any business. You want happy customers because satisfied customers are repeat customers! And repeat customers mean more revenue for the company. Every business wants to make customers happy, but most assume they already do. Listen to their feedback.

Telemarketing 105

Telemarketing outsourcing Feedback Sales 105