OctopusTech

SEPTEMBER 9, 2023

Have you ever dialed a customer support number and found that the person at the other end lives halfway across the globe? This is where call center outsourcing plays a major role. Do you know that call center outsourcing services are one of the top choices of developing countries like Europe and America? What is Call Center Outsourcing?

Best practices 62

Best practices outsourcing Call Center virtual call center 62

ProProfs Blog

MAY 21, 2020

With good experience, communication skills, and product knowledge, your operators can easily take care of your customers and their growing expectations. Discuss the Work-Culture & What Candidates Can Expect. That’s quite a shocking revelation but something that every business owner wouldn’t like to experience.

Customer Service 166

Customer Service Engineering Customer Support Management 166

Callminer

AUGUST 1, 2017

Coping with unanticipated upticks in demand, staff turnover, and other common call center challenges only further complicate matters for managers working to create an efficient, productive, and effective team. He has a proven track record for successful go to market and corporate communication programs in multiple vertical tech markets.

Contact Center 334

Contact Center Call Center Average Handle Time Real estate 334

Method:CRM

MARCH 20, 2023

But what exactly is a customer web portal, and how does it work? Knowledge repositories for your products or services (i.e. Reduces internal workload Implementing a customer web portal isn’t only beneficial to your customers. It also improves internal work processes, and takes some of the stress off you and your employees.

CRM 52

CRM Enterprise Self service Accountability 52

Method:CRM

MARCH 20, 2023

But what exactly is a customer web portal, and how does it work? Knowledge repositories for your products or services (i.e. Reduces internal workload Implementing a customer web portal isn’t only beneficial to your customers. It also improves internal work processes, and takes some of the stress off you and your employees.

CRM 52

CRM Enterprise Self service Accountability 52

ViiBE Blog

MAY 26, 2021

In times when information flows rapidly and trends change constantly, knowledge serves as one of the most important competitive differentiators in your company’s performance. What is a knowledge management tool? Different techniques focus on different knowledge types, organisations’ strong points and areas of expertise.

Management 52

Management Banking Employee engagement Education 52

ChurnZero

JANUARY 25, 2024

How will customer success jobs, and the skills they require, evolve in 2024? With technology advancing and customer expectations rising, customer success has become an essential force driving business growth and customer loyalty within the SaaS industry. What skills will help CSMs and individual contributors stand out in 2024?

Education 52

Education Upselling Consulting Consulting 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? How do you navigate the sea of data to extract actionable insights and make informed decisions that propel your contact center forward?

Call Center 59

Call Center Contact Center Abandon rate Average Handle Time 59

ProProfs Blog

NOVEMBER 9, 2021

And to keep such risks at bay, you must find out how to measure customer satisfaction to analyze whether your company will perform well in the future or not. . And to keep such risks at bay, you must find out how to measure customer satisfaction to analyze whether your company will perform well in the future or not. . (A Probably not!

Surveys 146

Surveys Feedback Metrics Customer retention 146

ClientSuccess

SEPTEMBER 30, 2020

Before you grab a random smattering of customers from your CRM system and fly them into town, there’s a few things you should ask yourself (and probably some of your internal stakeholders) and even more things to keep in mind while you get your CAB up and running. Learn more about the customer journey in this toolkit. .

SaaS 75

SaaS Enterprise Feedback Surveys 75

ChurnZero

JULY 7, 2020

This is a guest blog post by LiveAgent. . As such, Customer Success and Support teams need to work together closely to keep customers happy and coming back for more. Even though Customer Support and Success teams share a common goal (customer satisfaction and retention), their roles are very different.

Customer Support 90

Customer Support Education Customer retention Feedback 90

Up Your Service

FEBRUARY 26, 2020

Behind this shift are people at all levels who envision, plan, design, lead and do the everyday work of a fast-moving organization. Quality work, attention to detail and speed to react to problems remain important. Not only do I see my work from my own perspective, I can see it from that of others as well. Customer Obsession.

Customer centricity 98

Customer centricity Engineering Education Best practices 98

ProProfs Blog

SEPTEMBER 17, 2021

A good employee experience is a combination of many factors like work challenges, good relationships with managers, career growth prospects, peer-to-peer communication, and more. This blog guides you on the actionable ways to improve employee experience and create a productive workplace. What is Employee Experience?

Best practices 78

Best practices Surveys Journey mapping Gamification 78

ProProfs Blog

DECEMBER 28, 2020

It’s not like you wanted this, but let’s face it that your customers may come up with such complaints even in the future. In this blog, we aim to cover these areas in detail and help you tackle customer service complaints efficiently. Let’s start with the basics. What are Customer Complaints? Why Customer Complaints Matter.

First call resolution 141

First call resolution Customer Support Feedback Personalization 141

JustCall

AUGUST 8, 2022

In this blog, we list the essential steps involved in migrating from PBX to VoIP. This creates an advanced communication system. . This creates an advanced communication system. . Therefore, the staff is enabled to communicate in a matter of seconds with VoIP. Definition of VoIP. Step 1: Assess the existing network.

voip 52

voip Management Marketing Customer Service 52

Comm100

NOVEMBER 5, 2020

For customer service, that means collecting, centralizing, and sorting important information into a well-crafted internal knowledge base. For customer service, that means collecting, centralizing, and sorting important information into a well-crafted internal knowledge base. Choose your knowledge base type.

Metrics 52

Metrics Customer Service Scripts Surveys 52

Nicereply

JULY 27, 2021

So how do you measure your current capacity and plan for future growth? Capacity planning is the process of understanding and predicting the volume an individual team can handle effectively to meet current and future demands. Let’s examine each and share examples that may help you to take on this exercise.

Customer Service 98

Customer Service Agent burnout Average Handle Time Education 98

Customer Service Life

APRIL 27, 2018

This article was first published on the FCR blog on April 6, 2018. Our Emerging Technologies Team at FCR is constantly looking for the latest in technology that can benefit our teams, and it’s our pleasure to share some of the best that we’ve seen over the past few months. Click here to read the original. Chattermill.

Contact Center 68

Contact Center Upselling CRM Feedback 68

Etech GS

MAY 28, 2019

According to the Institute of Customer Service , your company’s customer service standards should include clearly defined and communicated expectations for timeliness, applicability, and accuracy. Rather than working in parallel, communication channels and their supporting resources are designed and orchestrated to cooperate.

Customer Service 78

Customer Service Service level Coaching Customer Experience 78

aircall

JULY 23, 2021

Learn about how to leverage collaboration while working with both in-person and remote employees and how to hire hybrid employees. Before the pandemic, remote work was starting to gain traction. A hybrid workplace is a combination of in-person working and remote working. What Is a Hybrid Workplace?

Real estate 62

Real estate Construction Personalization Employee engagement 62

ProProfs Blog

JANUARY 7, 2020

All of them have been around since the concept of commerce started. Fast forward to 2020. Today, it is all about the ‘Age of the Customer’. Businesses have grown more concerned; some may say, even obsessed with how their customers are treated. . And rightfully so. . Isn’t the answer pretty obvious? Improved customer service.

Customer Service 169

Customer Service Customer centricity Brand ambassadors Customer Support 169

Amity

JUNE 27, 2018

James shared his knowledge and experiences about this young and booming industry from working in the US and the UK. Whether you’re new to Customer Success or always keen to learn more, this blog will give you tips, teach you about CS trends, and prepare you for the future of the Customer Success industry!

Customer centricity 82

Customer centricity SaaS Education Best practices 82

Real Blue Sky

MARCH 6, 2023

This blog post is not about the technological transformation of the call center into the modern contact center. This blog post is not about the technological transformation of the call center into the modern contact center. There are many reasons to consider whether to outsource your contact center. Cost is only one of them.

outsourcing 98

outsourcing Contact Center Real estate Business Process Outsourcing 98

Mindtouch

FEBRUARY 7, 2018

Whether you’re playing in the B2B or B2C leagues, self-service—useful content about your product or service contained in a branded knowledge base —is the name of the game. And it helps global businesses scale smartly via a knowledge-centered model of customer support. The Proof Is In The Pudding. Here’s how. Overhaul Clunky Processes.

Self service 67

Self service B2C B2B Education 67

Global Response

JUNE 20, 2023

Tunisia’s focus on education and strong universities develop workers who are well-versed in communications, technology, international business, customer service and other areas. Its numerous call centers already serve businesses across the Middle East, Europe and the US. So how do you know?

Call Center 62

Call Center outsourcing Bilingual agents Education 62

Select VoiceCom Blog

JANUARY 3, 2023

Technology has made it possible for employees to work anywhere effectively. In many ways, it’s opened the doors for them to work for companies located abroad. This business practice is known as outsourcing, defined as hiring international parties or individuals to provide their services to your company.

outsourcing 52

outsourcing Business Process Outsourcing Government Education 52

Select VoiceCom Blog

APRIL 17, 2023

Access to specialised skills and knowledge from these service providers further enhances the quality of services. Business process outsourcing (BPO) is a popular strategy for companies to reduce costs, increase efficiency, and access specialised skills and expertise. Experts predict that the global BPO market will reach $405.6

Management 52

Management Business Process Outsourcing Best practices outsourcing 52

Lumoa

JANUARY 19, 2023

Understanding customers is a key step to success, and organizations do it best when they have a customer experience department in place. This department is tasked with analyzing customer feedback and data and disseminating its findings to improve the organization’s processes, products, and services. In This Article: Preliminary Steps 1.

Customer Experience 94

Customer Experience Metrics Feedback Analytics 94

Totango

JULY 21, 2020

In situations such as the current COVID-19 pandemic, your CS team can take action to prevent customer churn during the pandemic while also helping to build a sustainable future for both parties once the danger passes. Communicate and Provide Value. The current downturn makes it vital that you work to defend your core revenue.

SaaS 64

SaaS Calibration Enterprise Customer retention 64

Lumoa

OCTOBER 31, 2018

We asked 15 experts these three questions to figure out what direction industry is taking: How do you see the future of customer experience? We asked 15 experts these three questions to figure out what direction industry is taking: How do you see the future of customer experience? So, what should we expect in the nearest future?

Customer Experience 64

Customer Experience Customer centricity Education Consulting 64

delighted

MARCH 9, 2021

94% of customers who consider their experience with a business as “very good” are likely to purchase that company’s additional products or services in the future. 94% of customers who consider their experience with a business as “very good” are likely to purchase that company’s additional products or services in the future.

Customer Service 59

Customer Service Self service Surveys Feedback 59

CX Journey

JUNE 25, 2019

Image courtesy of Pixabay Today I'm pleased to share another guest post by Paul Laughlin. This is the second in two-part series from Paul about agile working. Those working in business today are telling me that this challenge is still very much a work in progress. Find the first post in the series here.

Analytics 53

Analytics Feedback Personalization Accountability 53

Squelch

JULY 5, 2019

Today we’re excited to kickoff a new blog series on seamless customer experience (CX) , which refers to the principle of providing as frictionless an experience as possible for customers across every step of their journey with a company. What Is a Handoff? A handoff is when customer management moves from one employee or department to another.

Multichannel 53

Multichannel Sales Feedback Marketing 53

TechSee

JUNE 25, 2019

In this article, we take a deep dive into the different AI customer service technologies that companies are employing to improve their customer-facing interactions, as well as to enhance their internal processes. A Tata Consultancy Services survey found that 31.7% A Tata Consultancy Services survey found that 31.7%

Technology 122

Technology Customer Service Gamification Contact Center 122

aircall

AUGUST 18, 2021

Call recording keeps track of the conversations your team has with every customer, creating a whole library of valuable data for future use. Call recording keeps track of the conversations your team has with every customer, creating a whole library of valuable data for future use. What Is Call Recording Software?

Coaching 71

Coaching Government Abandon rate Call Center 71

Global Response

APRIL 17, 2023

free up internal teams to focus on core business? Are you looking to: boost productivity and efficiency among your team? improve customer satisfaction and results? streamline your processes and workflows? If so, a BPO call center partner can help. However, finding a great BPO call center is often easier said than done.

Call Center 62

Call Center outsourcing Bilingual agents Chatbots 62

CrazyCall

JUNE 25, 2019

You’re are working hard, trying to build the best product. Most often it is done by inside sales reps who contact the leads via phone call or email in order to turn them into a prospect (future possible customers). Your developers, marketers, and business people are doing their best to make the company thrive. Prospecting methods.

Sales 109

Sales Scripts B2B Analytics 109