Fonolo

JANUARY 14, 2020

Which customer service blog posts helped to shape the last decade for you? . There are more customer experience management blogs and articles than ever before — not to mention the growing libraries of video and interactive content. Here, we cover the 20 best customer service blogs and influencers to follow in 2020.

Customer Service 136

Customer Service Chief Customer Officer Contact Center Call Center 136

Enghouse Interactive

JULY 7, 2020

Transform the Contact Center with Microsoft Teams (blog series). Blog #2 Microsoft Teams Drives Agent Productivity. In our first blog, we explored how Microsoft Teams, when integrated into a Contact Center, helps provide a better experience for the end-customer. This blog will focus on how it helps enhance agent productivity.

Self service 52

Self service Contact Center CRM Quality management 52

aircall

JANUARY 11, 2017

Due to becoming more mobile and more tech-savvy, customers have increasingly high standards when it comes to customer service. The emergence of customer self-service is a reflection of an evolution of customer expectations. Offering customer self-service could be the answer. What is customer self-service?

Self service 81

Self service CRM voip First call resolution 81

NobelBiz

APRIL 2, 2024

Feature Set Offer a comprehensive suite of advanced features, including omnichannel routing, advanced IVR systems, workforce management tools, CRM integration, reporting, and analytics capabilities. CRM Connectors and API Integrations : Updating CRM client profiles in real-time just got easier.

contact center solutions 105

contact center solutions Enterprise Contact Center Interactive Voice Response 105

NobelBiz

FEBRUARY 13, 2024

Read Case Study Watch video CRM Integration What Is a CRM Call Center Integration? CRM Call Center Integration seamlessly combines a customer relationship management (CRM) system with call center operations. Purpose: It allows businesses to merge CRM data and functionalities with their call center software.

call center software 59

call center software Call Center Interactive Voice Response Contact Center 59

TechSee

JUNE 16, 2022

By leveraging new technologies such as computer vision , virtual visits and self-service AI-driven solutions, companies have a huge opportunity to turn customers into brand advocates. In his videos, I keep people updated about the latest trends in customer experience, customer service and customer centricity.

Customer Service 251

Customer Service Chief Customer Officer Contact Center Consulting 251

Enghouse Interactive

OCTOBER 19, 2020

AI Makes It Possible (Blog Series). Blog #3 of 4 With context, AI seeks to improve more quickly than ever. Be it as part of a query, on a call, buried in the CRM system, or posted to social media or online groups/forums. Watch for our next blog on October 22nd: Key Learnings from our Webinar with Kate Legget of Forrester.

First call resolution 52

First call resolution Feedback Enterprise Contact Center 52

Hodusoft

MAY 17, 2024

This blog post covers everything from what is Computer Telephony Integration (CTI for short), history and evolution of CTI, how CTI works, benefits of CTI, types of CTI, features of CTI, and how to handpick the right CTI. This integration improves service quality and enables personalized interactions.

Interactive Voice Response 52

Interactive Voice Response CRM Contact Center Call Center 52

Enghouse Interactive

JUNE 17, 2020

Transform the Contact Center with Microsoft Teams (blog series). Blog #1 Enhancing the Customer Experience. Help Customers Help Themselves with Self-Service. IVR / Mobile IVR / Chatbots / CRM integrations. Virtual Assistants) complement the IVR and have become a powerful self-service tool as well.

Interactive Voice Response 52

Interactive Voice Response Self service Abandon rate Contact Center 52

Hodusoft

MARCH 6, 2024

Primarily, the success of e-commerce or any customer service-related company is measured through increased customer satisfaction and loyalty. Here comes the role of an unsung hero, known as BPO (Business Process Outsourcing), revolutionizing the way e-commerce companies provide customer support services. Let’s get started.

Customer Support 52

Customer Support Contact center software Business Process Outsourcing Interactive Voice Response 52

ViiBE Blog

AUGUST 9, 2021

ViiBE Blog. Using knowledge management tools like ViiBE with your CRM will help customer service interactions go as smoothly and efficiently as possible. . Call centers need a good CRM as well as interoperable tools that facilitate easy customer interactions. Using video communication technology to reach SDG 9.

Call Center 52

Call Center CRM First call resolution Customer centricity 52

NobelBiz

FEBRUARY 27, 2024

Read Case Study Watch video What to Optimize to Boost Call Center Performance Agent Performance Optimizing agent performance is crucial for improving call center operations and, by extension, the customer experience. One of the primary advantages of CRM integration with contact center technology is call flow management.

Best practices 104

Best practices Call Center Interactive Voice Response First call resolution 104

Aspect

JANUARY 14, 2021

As security becomes more defined, administration tools and emerging video platform integrations will allow for more flexible and efficient hiring, monitoring and training. We believe the leaders in this space will double down on capabilities like proactive outreach and digital self-service to meet customer demands while keeping in compliance.

Contact Center 116

Contact Center Government Self service CRM 116

JustCall

APRIL 5, 2023

In this blog, we will explore what customer success management is about, the instrumental role its software plays in driving customer success, as well as the various customer success management tools utilized in this endeavour. Additionally, managers also utilize the CRM software to help them standardize and automate these interactions.

Management 52

Management CRM Analytics Customer retention 52

ViiBE Blog

AUGUST 25, 2021

ViiBE Blog. CRM , Customer experience. Last but not least, you should ensure that your customers can easily access your customer service team at any time, and that such help is available in various forms, through various platforms. Using video communication technology to reach SDG 9. Natalia Barszcz. August 25, 2021.

Automotive 98

Automotive Brand ambassadors Transportation Construction 98

Comm100

JUNE 23, 2022

In this blog, we’ll look at the top reasons why universities and colleges are choosing Comm100 Live Chat. With CRM integration, Salesforce or another CRM can be connected to recognize even more about visitors to your website. Read more: Dawson College Holds Virtual Open House with Live Chat & Video Engagement.

Chatbots 84

Chatbots Education Wait times CRM 84

Aspect

AUGUST 26, 2019

There is information everywhere: in your ACD , WFM, CRM, quality management, recording, surveys, speech analytics and self-service systems. Watch this video to see how Aspect Performance Management helps transform information into knowledge – and for more information on Aspect Performance Management, visit our product page.

Big data 102

Big data Management Journey mapping Contact Center 102

NICE inContact

APRIL 11, 2019

Save my time – Have your customers spend less time on wait times by providing a self-service option where the use case is best suited. If it is a modem issue, you are better off with video call options to resolve it , rather than a chat. . Contact centers face a constant challenge in managing customer expectations. .

Management 60

Management Wait times Self service CRM 60

Hodusoft

FEBRUARY 16, 2022

Also Read our another blog on A Guide to Hybrid Workforce Technology for the Future of Work. Compared to its predecessors today’s advanced multi-level IVR can effectively filter inbound calls, is equipped with self-help features, guides the caller through a series of self-service prompts, and lot more. CRM integration.

Contact center software 98

Contact center software Contact Center contact center solutions CRM 98

ViiBE Blog

JULY 15, 2021

ViiBE Blog. Video assistance is also beneficial because it makes it easier to show empathy and connect with the customer in need of help, despite the support being given during a remote interaction. What is the importance of an inspection report? Using video communication technology to reach SDG 9. Insurance , Retail , SMB.

Call Center 52

Call Center Call center experience Self service CRM 52

Mindtouch

MARCH 14, 2018

Typically, this begins with an solid CRM tool and integrated knowledge base solution that gives agents what they need while handling support cases. Ideally, all of these capabilities are integrated into the CRM to allow for optimal case resolution on the first call or contact. Self-service and ticket deflection.

Call Center 54

Call Center Self service CRM Contact Center 54

Blueship Call Center

JULY 7, 2023

Chatbots and Virtual Assistants The usage of chatbots and virtual assistants is one of the most significant ways technology is revolutionising customer service. These automated systems can respond to common questions, offer support around-the-clock, and assist clients with self-service alternatives.

outsourcing 69

outsourcing Customer Service Customer Care Self service 69

Mindtouch

JANUARY 31, 2018

Content is at the center of any good self-service customer experience. But it also improves the ability of novice agents to deliver a better customer service experience. And they need it without ever leaving their customer relationship management (CRM) tool. Quality Help Content to the Rescue.

Abandon Call 63

Abandon Call Chatbots Self service CRM 63

Enghouse Interactive

JANUARY 15, 2021

Examples of how you can achieve this include: Improving the experience you offer by integrating digital channels (such as chat, email and web self-service) into your contact centre, empowering agents with the tools they need to respond effectively to interactions, however customers make contact. Expand channels to embrace video.

Self service 40

Self service CRM Quality management Feedback 40

Creative Virtual

DECEMBER 7, 2021

Welcome to Creative Virtual’s annual year in review blog post for 2021! One of my personal favorite ways the Creative Virtual team shares our individual insights is through our annual blog post celebration for Customer Service Week and CX Day in October. By Mandy Reed, Global Head of Marketing.

Virtual Agent 52

Virtual Agent Chatbots Enterprise Education 52

Noble Systems

FEBRUARY 20, 2019

In Part 1 of this two-part blog, we noted that in 2019 the overarching trend indicates a “back to basics” approach with an emphasis on the ultimate contact center goal of fostering meaningful connections with consumers. Invest in Self-Service with a Purpose. When done right, customers prefer self-service.

Contact Center 75

Contact Center Journey mapping Self service Cloud contact 75

aircall

JUNE 9, 2021

In fact, it compromises 68% of all support interactions , with 35% of customers preferring phone as the first contact method and 85% ranking it as the best customer service channel. Because next to face-to-face communication and video calls, phone calls are the most information-rich customer support channel. Self-Service.

Customer Service 62

Customer Service Multichannel Self service Customer Support 62

Nicereply

FEBRUARY 29, 2024

Offer a self-help deck or knowledge base Customers like to have a self-help deck or AI-powered knowledge base that can enable them to find answers to common queries. For example, having an AI self-service that guides your customers to the right resources can make the process more easy for them.

Customer Experience 59

Customer Experience Journey mapping Analytics Feedback 59

JustCall

MARCH 28, 2023

In this blog, we will discuss how to identify the needs of customer-facing teams, how to align those needs with the right tools, and what are common types of tools your agents require to excel. Assess current pain points Identify any pain points or challenges that sales and customer service teams are currently facing.

CRM 52

CRM Sales Scripts Analytics 52

Mindtouch

MAY 21, 2018

PDF conversion and video editing software. Maybe your customer onboarding program leverages knowledge base articles and video? A web self-service portal with knowledge base articles? Video tutorials? Within your customer relationship management (CRM) software? There seems to be something for everything.

Management 59

Management Self service Customer centricity CRM 59

aircall

JUNE 2, 2021

Text messaging, video conferencing or video calls, and online messaging are some of the most common examples that we use every day. Communication channels can be verbal (phone call, video call), nonverbal (like video, which incorporates body language and facial expressions), and written (SMS messaging, email). Video Call.

Personalization 62

Personalization Customer Service B2B Self service 62

NICE inContact

APRIL 29, 2019

The lowest hanging fruit for self-service for 2019 planning is to make sure that you’ve optimized your mobile app, and mobile friendly website, for quick responses to common customer questions and issues. The post Mobile Apps and SMS are Paying Off in the Contact Center appeared first on NICE inContact Blog.

Contact Center 59

Contact Center Self service Call Center Surveys 59

ViiBE Blog

MAY 31, 2021

Knowledge bases can be used to help customers self-service information or for employees to access information. Knowledge management systems improve customer support by giving you the option to archive customer interactions for future reference, including video calls and live chat conversations. Conclusion.

Self service 52

Self service CRM Customer Experience Management 52

NICE inContact

NOVEMBER 12, 2018

With improved global omnichannel routing and implementing self-service for the simple use cases, the wait time is tremendously reduced definitely leaving a great impact. . When it comes to any self-service technology be it IVR or AI driven chat bots, simplicity and ease of use definitely score high on the experience chart. .

Contact Center 48

Contact Center Customer Experience Interactive Voice Response Self service 48

Hodusoft

JANUARY 3, 2024

In this blog post, we discuss CCaaS in detail starting from what CCaaS is, its top benefits, its key features, and how you can handpick the right CCaaS solution for your business needs. After the COVID-19 pandemic, CCaaS solutions became a lifesaver for many companies and it enabled them to run their customer service operations remotely.

Contact Center 59

Contact Center Contact center software Interactive Voice Response Wait times 59

LiveChat

JANUARY 20, 2017

For comparison, the Internet went global in the early 90s and before the 20th century ended, high-tech companies like Microsoft and Oracle became major players within the industry, providing contact centers with everything from CRM software to cloud-based solutions. It’s the era of omnichannel customer service. Trend #2: Self-service.

Customer Service 62

Customer Service Customer Experience Chatbots Self service 62

Mindtouch

MAY 10, 2018

The main benefits are gained in operational efficiency, self-service success, and organization learning and improvement. This includes a new Knowledge-Centered Service (KCS ® ) practice. Key to delivering actionable insights for Waters is knowledge—better yet, knowledge transfer — through self-service content.

Self service 48

Self service CRM Scripts Analytics 48