Call Design

APRIL 28, 2021

Since the beginning of 2020 and the inception of COVID-19, contact centers have had to make adjustments as to the way we work and employees’ daily lives. This shift in the workplace proved to be specifically challenging for contact centers and help desks. Agents were used to being in an office and not working virtually.

Contact Center 78

Contact Center Education Management Personalization 78

aircall

JANUARY 24, 2022

It’s a mistake to view your customer support team as a cost center. When you make your customers feel important, your customer service team becomes a growth center that drives your revenue up continually. That figure is up by $13 billion from 2016. Product information and advice. Set up a call center.

Call Center 126

Call Center Best practices call center software CRM 126

Beyond Philosophy

FEBRUARY 3, 2022

On a recent podcast, Anna called into the I’m In a Pickle feature to use their journey mapping exercise findings effectively. We discussed these on the podcast in a series, and they include: You can use each area to determine how Customer-Centric your organization is on a model we call Naïve to Natural.

Journey mapping 195

Journey mapping Customer centricity Consulting Consulting 195

Call Experts

JUNE 9, 2023

Health Works Collective explains that automated medical answering services are the way of the future, streamlining patient access to healthcare. In this blog, we’ll explore the significance of Interactive Voice Response (IVR), HIPAA-compliant messaging, and Nurse Triage services in optimizing healthcare delivery.

Answering services 52

Answering services Interactive Voice Response Healthcare Wait times 52

Momentum Telecom

OCTOBER 24, 2022

You may be familiar with a small subset of Momentum’s services – but you and your customers can benefit from knowing about our role as a managed cloud service provider. When the pandemic sent employees off to work from home, the need for cloud communications increased rapidly. Call Recording and Reporting.

Management 98

Management Interactive Voice Response CRM Technology 98

Callminer

AUGUST 1, 2017

Most call centers struggle with efficiency at one time or another. And because efficiency is directly tied to minimizing overhead costs in the call center, it’s a prominent challenge. Meet Our Panel of Contact Center Experts: . It ties up lines and makes the whole center fall behind. Tyler Riddell.

Contact Center 334

Contact Center Call Center Average Handle Time Real estate 334

Aspect

DECEMBER 10, 2019

She leads a team of analysts that work to keep the call center desktop apps performing. The collaborative nature of these answers have either solved the problem or changed the way she has thought about working through to implement a creative solution. Because once you’re family we all tend to work together a lot better.

Airlines 118

Airlines Best practices Feedback Contact Center 118

Vistio

DECEMBER 15, 2021

Today, we have with us, Matt Beckwith, a proud “ Contact Center Geek ” with over 25 years in contact center industry. He has been named a top thought leader in the contact center space and serves on the steering committee for the Northern California Contact Center Association. I was late to the interview.

Contact Center 52

Contact Center Banking contact center associations Technology 52

VirtualPBX

MARCH 10, 2020

We’re excited to announce that we’ve won the 2020 Product of the Year Award from Internet Telephony and TMC. Praise From Internet Telephony. We’ve done an incredible job, and I’m sure we’ll continue to do great work in the coming years.”. We think our phone plans are better than ever and are always improving.

voip 83

voip Engineering Call Center Marketing 83

NobelBiz

FEBRUARY 13, 2024

The call center industry has been changing faster than ever, due to technological breakthroughs and constantly evolving customer demands. The drastic changes of the past few decades have caused a complete shift to high-tech modern solutions, where software has become key in transforming day-to-day call center operations.

call center software 59

call center software Call Center Interactive Voice Response Contact Center 59

Vistio

JUNE 10, 2022

Do I have your permission to record this call for quality assurance? . I’ve been in the contact center consulting space for almost my entire career, which is now, I hate to say it, about 30 years. I was somewhat of a double agent, in that I was working really for both the client of Sitel or Convergys, as well as for them.

Consulting 52

Consulting Consulting Best practices outsourcing 52

aircall

FEBRUARY 16, 2022

Here’s why personalization is so important to sales, and how you can go about it, including some advice from our very own sales specialists here at Aircall. . Instead of upping the volume, personalization can be transformative to your sales strategy by: Creating meaningful connections with customers which you can learn from.

Personalization 62

Personalization Sales CRM Call Center 62

Talkdesk

MAY 5, 2020

Today, with the increasing adoption of remote work, the idea of the “traditional” contact center is rapidly evolving. You, a freshly-minted contact center agent, are able to work from anywhere, logging into your contact center software to help customers wherever they are. What to expect when you’re working?

Contact Center 57

Contact Center Contact center software Transportation Finance 57

Expivia

JUNE 10, 2022

There are a lot of misconceptions about what working in a call center is like. If you’re thinking of becoming a call center agent, you should know what it’s really like. What Is a Call Center? A call center is essential to strengthening customer relationships. Types of Call Centers.

Call Center 52

Call Center virtual call center Multichannel Contact Center 52

Liveops

MARCH 6, 2019

Greg Hanover shares what he’s learned about remote work success at Liveops. It’s never been more possible to get work done from anywhere—even some of the most remote parts of the world have wifi—and digital connectivity is activating workers and employers alike to get more done from opposite ends of the earth.

Call Center 48

Call Center Metrics Management 48

ChurnZero

FEBRUARY 26, 2021

As the customer liaison within an organization, Customer Success must work with virtually every department – which means navigating their unique working style, culture, processes, and priorities. Here’s the recap of the top takeaways from our panel discussion. . Amanda Ingraham , Director of Customer Success, 15Five.

Management 59

Management Feedback Sales SaaS 59

ProProfs Blog

MAY 21, 2020

Discuss the Work-Culture & What Candidates Can Expect. From providing useful information to step-by-step guides on how to perform a process, a customer service representative’s job entails various activities. Call Center Agent. Answering support calls, emails, support tickets. Describe Job Role Expectations.

Customer Service 166

Customer Service Engineering Customer Support Management 166

Vistio

MARCH 15, 2022

Leveraging over 20 years of business process outsourcing and experience, Terry is one of the subject matter experts on technology, remote working, customer experience (CX), and GigCX. Do I have your permission to record this call for quality assurance? I have no doubt that you will, but first I have to ask you a question.

Gamification 52

Gamification outsourcing Contact Center Technology 52

Momentum Telecom

OCTOBER 24, 2022

You may be familiar with a small subset of Momentum’s services – but you and your customers can benefit from knowing about our role as a managed cloud service provider. When the pandemic sent employees off to work from home, the need for cloud communications increased rapidly. We call it the Momentum Difference.

Management 40

Management Interactive Voice Response CRM Technology 40

Vistio

APRIL 2, 2022

She is an expert in the design and continuous improvement of the remote working model for contact centers, support functions, and enterprise, both in-sourced and outsourced. I just have to ask, do I have your permission to record this call for quality assurance? Listen to the full episode here: Welcome to the pod, Michele.

Contact Center 52

Contact Center Real estate Customer Service Self service 52

aircall

AUGUST 1, 2018

More importantly, the book explains how the halves work separately, and together, to inform our decision making processes. The key to achieving the desired outcome — in health, work, or hobbies — is adjusting our habits, in a very literal way. A lot of the content on this blog isn’t directly related to sales. A personal win.

Sales 82

Sales Entertainment B2B SaaS 82

aircall

JANUARY 25, 2017

Employees who work remotely perform their professional duties without being present in a physical office. This means working from home, from multiple offices, or from a coworking space. Some telecommuters work remotely every day, some do so infrequently. Potential downsides of working remotely.

Call Center 93

Call Center Management Personalization Customer Experience 93

Vistio

FEBRUARY 1, 2022

With over 16 years of building and leading customer service and experience teams, she is also the co-founder of a customer service blog, CustomerServiceLife.com. I started working in customer service when I was in college. I love working with customers and teams. Hopefully, it helps with training purposes. Yeah, absolutely.

Contact Center 52

Contact Center Customer Service Morale Engineering 52

ProProfs Blog

JUNE 26, 2020

An Agent Console is a customer service home screen where an agent can see when they log in. Block IP means to restrict certain users from using chat on your website. A Brand is something that consumers can identify with when seeking services from an organization. Agent Collision acts like an alarm for agents. Agent Console.

Customer Service 179

Customer Service APIs Customer Support Feedback 179

ClientSuccess

JULY 23, 2019

Welcome to our blog series CSM from the Trenches, a community for frontline Customer Success Managers (CSMs) that discusses trends, best practices, and advice for the frontline. Each day we learn from the trenches what it takes to make clients happy and successful. From : Natalie Williams ; Director, Customer Success.

Technology 44

Technology Chief Customer Officer Consulting Consulting 44

Creative Virtual

DECEMBER 10, 2020

This is the seventh time I’ve done this annual year in review blog post, but never have I had to review a year that was like 2020. Founder & CEO, Chris Ezekiel shared his pride in ‘building a successful, world-leading company over a sustained period of time with an amazing group of people’ in our first blog post of the year.

Virtual Agent 52

Virtual Agent Chatbots Technology Personalization 52

aircall

MAY 16, 2017

Making gut-decisions might work in a pinch, but your operational plan for the support team should be based on the hard numbers of your performance and customer satisfaction metrics. Be present and ready to step in with help and advice, but don’t micro-manage. Customer support agents might be asked to work on a variety of channels.

Customer Support 81

Customer Support Virtual Agent Coaching Accountability 81

aircall

NOVEMBER 22, 2016

Lay out the facts and clearly explain why it’s not working out. SUPCONF is a place for support professionals to see how they can develop their own careers as well as take home best practices to their support teams.”. Lance Conzett from Raven gave an interesting talk on when and how to break up with abusive customers.

Construction 48

Construction Best practices Personalization Call Center 48

Vistio

JULY 11, 2022

Welcome Steven, can I record this call for quality assurance? But my journey began a long time ago back in the 90s after graduate school, I worked for the Governor of Massachusetts with a focus on globalization and the emerging role of tech at that time, the first dot-com frenzy at the trade office for the governor. Absolutely Hailey.

Technology 52

Technology Self service Contact Center Analytics 52

Beyond Philosophy

DECEMBER 16, 2021

Consumers these days are more informed when they come to your retail centers today than they once were. Dajani ensures that Nissan provides a seamless, frictionless, enjoyable, and memorable experience at every touchpoint, from the website to the app to the service centers and showrooms. Then, COVID hit.

Sales 195

Sales Consulting Consulting Customer Experience 195

CX Journey

FEBRUARY 21, 2019

Once they land on your site, it needs to finish the work you started and convert a high number of visitors into customers. Know Your Audience "Know your audience" is advice you'll hear over and over again. It is one of the first things you should do before working on your customer experience.

Government 35

Government Engineering Customer retention Personalization 35

Talkdesk

DECEMBER 3, 2015

Our call center software is deployed on six continents and often forms the backbone of companies’ customer service strategies. What are the customer service expectations in Japan and how do they differ from the United States? I’ve been working at National Instruments in Tokyo for the past 16 years.

Customer Service 40

Customer Service call center software Service level Call Center 40

CX Journey

FEBRUARY 21, 2019

Once they land on your site, it needs to finish the work you started and convert a high number of visitors into customers. Know Your Audience "Know your audience" is advice you'll hear over and over again. It is one of the first things you should do before working on your customer experience.

Government 32

Government Engineering Customer retention Personalization 32

Branch Mesenger

MARCH 20, 2018

I'm the editor of Shiftonomics which is Branch Messenger's bi-weekly newsletter that covers all the important headlines and stories that shape the ever changing world of hourly and shift work. So, I actually wrote an article, it will be published a week from Sunday in my Forbes column. Shep Hyken: Powell's. I love Powell's.

Customer Service 48

Customer Service Airlines Technology Upselling 48

Expivia

APRIL 8, 2021

There are a lot of benefits to virtual work at home call centers. It’s a great concept for your stay-at-home parents and students to work without the struggle of commuting. And, it can also benefit your call center’s performance. What Is a Virtual Call Center?

Call Center 98

Call Center virtual call center call center software Contact Center 98

LiveChat

MAY 25, 2018

Custom printing and warehousing company Printful has a closed Facebook group for their registered users called “Printful Insiders.” Anyone who has a Printful account is welcome to join and ask or answer questions, and share their experiences or advice with others. Ditch your salesy pitches and start giving valuable advice instead.

Accountability 28

Accountability Personalization APIs Customer retention 28

aircall

FEBRUARY 26, 2021

Have you ever needed some advice when it comes to managing your money? If so, you’ve probably called a bank, credit card company, or loan provider at some point for help. When a customer needs further assistance, a financial services sales agent has to be available to receive their call. The person you spoke to?

Sales 62

Sales call center software Banking Call Center 62