aircall

MARCH 6, 2018

That’s why getting the green light to scale-up and hire new agents feels so good. Per UNCUI (United Nations Council on Uninhabited Islands) guidelines** you and your trusted support agents must live on the island for 6 months in order to establish a claim. Will some agents be better at assisting a handful of VIP clients?

Interactive Voice Response 89

Interactive Voice Response Morale Construction Technical Support 89

Eptica

SEPTEMBER 18, 2019

Put simply, whatever systems and technology you have in place, your agents are on the frontline , and their performance is what makes the difference between service that is merely adequate and an experience that drives positive feedback and long-term loyalty. So recognize this and put in place the support that agents need.

Customer Service 66

Customer Service Brand ambassadors Contact Center Average Handle Time 66

Eptica

APRIL 30, 2020

When it comes to customer service, teams are obviously currently under enormous pressure , with contact centre agents working from home and many businesses rightly prioritising their most vulnerable customers. Consumers understand this, but still need access to information 24x7.

Self service 74

Self service Best practices Morale Banking 74

Eptica

OCTOBER 9, 2019

Focusing on your agents NCSW rightly celebrates the efforts of customer service agents, putting the spotlight on their work across the whole year. Given their position on the frontline of the customer/brand relationship, ensuring that your agents are motivated, happy and able to provide the best possible service is clearly vital.

Customer Service 60

Customer Service Customer centricity Multichannel Contact Center 60

aircall

JANUARY 29, 2021

For support agent training, that’s simply not enough training to really become experts in their field. Call Center Training For Your Support Agents. Your support agents are on the front line, and they have a greater impact on the customer experience than any other part of your business. . Do any of these sound familiar to you?

Best practices 62

Best practices Call Center call center software Morale 62

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’ve worked my way up from frontline agent to supervisor, manager, director, and kind of everything in between. It has been quite a fun journey. It’s exciting.

Contact Center 52

Contact Center Customer Service Morale Engineering 52

Comm100

NOVEMBER 8, 2017

This blog post will take you through a series of good customer service skills that you should look for when hiring live chat agents, and will give you some tips on how to spot these skills in your candidates. Before you look for expected live chat agents, knowing how much agents do you need is of great importance.

Customer Service 42

Customer Service Average Handle Time Benchmark Personalization 42

aircall

APRIL 3, 2019

These useful comments can help not just the agent that answered the phone call, but also other teammates who could answer a call from that person in the future. Comments and tags go hand in hand in the world of after-call work. Tags can help you keep track and organize incoming calls based on the type of call you answered.

Call flow 90

Call flow Sales Morale Personalization 90

ProProfs Blog

APRIL 2, 2019

Quick Navigation – Ways to Get Agents Collaborating. It should be second nature for your agents to work with one another, and the easier it gets, the more likely are you to witness true teamwork across your different service departments. Prioritize on problems that agents are spending the most time on.

Contact center software 83

Contact center software Morale Personalization Customer Support 83

Comm100

FEBRUARY 20, 2018

This blog post is dedicated to helping you calculate the return on investment (ROI) that Chatbots will bring your company, and how much money Chatbots can save you. For the agent, even already knowing what the customer’s query is and what the bot has suggested shaves valuable seconds off that interaction. Why Chatbots?

Chatbots 50

Chatbots Contact Center Benchmark Chief Customer Officer 50

Comm100

OCTOBER 11, 2017

This blog post will show you what makes a jointly-owned social media customer service strategy so necessary, and will walk you through how to implement one yourself. The activities in this eBook can be great training materials to improve customer service or morale in your team. Repetitive, Robotic, and/or Outdated Canned Messages.

Customer Service 46

Customer Service Customer Care Morale Marketing 46

aircall

MAY 7, 2018

To take advantage of call whispering , two agents must be on the call, but only one agent’s line will be audible to the lead. If the speaking-agent needs information, advice, or encouragement, the “whispering” agent can discreetly help them out. Tag and transfer for timeliness. This feature has two main use cases.

Sales 90

Sales CRM Morale Analytics 90

aircall

MAY 7, 2018

To take advantage of call whispering , two agents must be on the call, but only one agent’s line will be audible to the lead. If the speaking-agent needs information, advice, or encouragement, the “whispering” agent can discreetly help them out. Tag and transfer for timeliness. This feature has two main use cases.

Sales 89

Sales CRM Morale Analytics 89