Eptica

OCTOBER 9, 2019

This covers understanding and providing the service and experience that consumers and society demand , and can only come from all staff working together, across departments, in a customer-centric culture. Companies need to ensure that they have a customer-centric culture in place that supports service across the organization, all year round.

Customer Service 60

Customer Service Customer centricity Multichannel Contact Center 60

aircall

JUNE 11, 2021

1877 — Telephone exchanges using analog and PBX technology were invented, enabling long-distance calling capabilities. Cloud calling voice technology didn’t take off until the mid-2000s. This technology inspired software developers to create new technologies, apps, and services currently being used in call centers worldwide.

voip 62

voip APIs Call Center Telecommunications 62

Lumoa

DECEMBER 15, 2022

they could then write an informative blog post or create helpful social media content to attract more potential clients. If you decide to move forward with Lumoa, the platform also helps you see data from all of your customer feedback channels, whether that is from surveys, phone calls, chat conversions, or online reviews. .

Analytics 94

Analytics Feedback Banking Surveys 94

JustCall

DECEMBER 24, 2022

As a result, response times are being shaved down to slivers with stringent benchmarks like 60 minutes for emails, 15-60 minutes for social media, 48 seconds on live chat, and just 20 seconds on call! And don’t just collect customer feedback and call it a day – act upon your findings. Establish Omnichannel Presence.

Best practices 52

Best practices Customer Service Customer centricity Self service 52

Vonage

APRIL 6, 2016

Try this experiment: Call the main number of four companies and state, “I am calling with a question about your product.” Now call four different companies and ask for help again. Start by saying, “Hello, I am calling about one of your products. Provide staff with attractive name tags to wear at work. Click Here.

Personalization 74

Personalization Customer Experience Education Customer Service 74

OctopusTech

SEPTEMBER 12, 2018

Outsourcing, at first glance, seems like an appealing idea especially when you look at all the benefits that tag along, benefits such as saving you tons of money, resources and often times, a great deal of stress. And this, in turn, makes them direct representatives of your establishment and its work culture. What is Customer Support?

outsourcing 72

outsourcing Customer Support Call Center Best practices 72

aircall

APRIL 19, 2021

Simply put, a VoIP phone system enables voice calling over the internet instead of using traditional analog phone lines. A cloud phone system uses an internet connection to make and receive voice calls. There was no efficient or straightforward way to transfer information gathered on a phone call and preserve it for future use.

CRM 62

CRM voip APIs Call Logging 62

Eptica

FEBRUARY 13, 2019

In this blog, I’m going to give a bit more details on how two customers in different industries have realized ROI on their investment. That not only caused people to drop out of the process but also lead to a greater number of phone calls from consumers chasing for a response. million customers.

Surveys 62

Surveys Feedback Metrics Best practices 62

Customer Service Life

NOVEMBER 5, 2018

This article was originally published on the FCR blog on October 8, 2018. Instructional design- There’s an entire science around instructional design — and while it would be nice for every contact center to have someone with a masters degree in the topic (like FCR), that may not be practical.

Contact Center 79

Contact Center Education Government Healthcare 79

Certified Languages International

MARCH 18, 2021

The third party will call an interpretation company that offers telephone interpreting services and ask for an interpreter in the language their customer speaks. National origin covers where an individual is born, where they are from, their culture, their ancestry, and/or their language or linguistic characteristics. .

Bilingual agents 52

Bilingual agents Healthcare Government Education 52

JustCall

MARCH 9, 2023

Contact centers are the conversation hubs of a business that faces an immense flurry of activity every single day. Every call representative has their own challenges and wins. So how can your business, in such a situation, ensure that your contact center is functioning optimally? Some days are good, others not so much.

Contact Center 40

Contact Center Interactive Voice Response Scripts Self service 40

aircall

FEBRUARY 1, 2021

When you have a business to run, one of the biggest decisions you have to make is how much time, money, and effort you want to invest into your sales team training to empower your sales reps to perform at their very best every time they make or receive a call. . Before Making a First Call .

Best practices 62

Best practices Sales Call Center Coaching 62

aircall

MARCH 17, 2021

Best practices for sales planning begins with an overall comprehensive plan that serves as your roadmap for sales call planning. Thought leadership and the notion of client advocacy when making inbound calls and outbound calls are now generally accepted as the best sales call planning practices. How do you get alignment?

Best practices 62

Best practices Sales Contact center software Contact Center 62

aircall

JUNE 29, 2017

Think of ways to make customers’ lives easier: a click-to-call button or a call-back option both go a long way in saving customers time and frustration. Whether performing inbound or outbound calls, customers are more likely to respond favorably to a number bearing their area code. Nurture collaboration. Try Aircall for Free!

First call resolution 83

First call resolution Interactive Voice Response Call Center Customer effort 83

LiveChat

NOVEMBER 16, 2018

The last decade has been defined by the customer becoming the center of nearly every business initiative. Content may be of many different types – blog posts, videos, white papers, case studies, and more. is definitely the blog post. What do your blog posts do? Only the exact solution. Do they spread your brand message?

Customer Support 45

Customer Support Customer Care Entertainment Education 45

aircall

MARCH 16, 2018

To tell if a candidate is ready to take on a customer support or call center position, team leads and managers should thoroughly screen candidates. Sharing call recordings, email threads, agent notes, and up-to-date analytics between teams will help everyone in an organization get to know the customers better.

Customer Support 88

Customer Support Brand ambassadors Morale Surveys 88

Vonage

MARCH 8, 2016

Your engaging service vision is one of the “12 Building Blocks for an Uplifting Service culture” we teach at UP! Singapore Airlines has a tag line that sets an extraordinary standard: “Service even other airlines talk about.” Annual service awards praise those who go beyond the call of duty to make this tag line real.

Education 63

Education Customer Service Airlines Transportation 63

ProProfs Blog

NOVEMBER 9, 2021

Walk through this blog to gain deep insights into how to effectively measure customer satisfaction and master actionable ways to improve it. Centered on your plans and objectives, choose what type of metrics measure customer satisfaction. Incorporate Customer-Centric Culture. What is Customer Satisfaction? Source: Neil Patel.

Surveys 146

Surveys Feedback Metrics Customer retention 146

ProProfs Blog

APRIL 2, 2019

The last thing you want is the customer having to call or email the same agent two or three times, and receive little help in response before this kind of escalation happens. Laser tag, or paintball if you’re feeling adventurous. The issue should reach the right person, as soon as it is understood. Or throw a party!

Contact center software 83

Contact center software Morale Personalization Customer Support 83

Pointillist

JULY 25, 2018

Operational Metrics: First Call Resolution (FCR). Call Support Center. Outbound Sales Call. Pointillist Web Tag and Mobile SDK: Pointillist’s journey tracking tools can be readily instrumented on your website and in mobile apps for any platform. Customer Effort Score(CES). Financial Metrics: Revenue Growth.

Analytics 93

Analytics Government APIs Metrics 93

Pointillist

JULY 25, 2018

Pointillist Web Tag and Mobile SDK: Pointillist’s journey tracking tools can be readily instrumented on your website and in mobile apps for any platform. This integration goes far beyond technology and data and involves your people and culture. 3rd Party APIs: Pointillist has a large number of connectors using 3rd party APIs.

Analytics 43

Analytics Metrics Government Journey mapping 43

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. Negativity can create a horrible working culture for everyone else in the office, too. Ability to Multitask.

Customer Service 42

Customer Service Average Handle Time Benchmark Personalization 42

SmartKarrot

OCTOBER 13, 2020

When businesses go about paying heed to their own assumptions and steer away from the actual customer needs that call for a red flag. This blog is going to walk you through the nitty-gritty of understanding customer needs. The phenomena behind knowing the needs of a customer centers around analyzing the decision making process.

Customer centricity 10

Customer centricity Construction Feedback SaaS 10