ViiBE Blog

FEBRUARY 9, 2021

Successful organizations outcompete competitors by having a larger bandwidth of knowledge on everything from operational efficiencies to industry best practices. Sectors with high turnover rates such as the field service industry are currently haemorrhaging knowledge and thus capital without robust solutions. Expertise location.

Management 52

Management Construction Best practices Call Center 52

aircall

MARCH 12, 2021

Call centers can enhance the customer experience— if your teams are performing well. It’s essential to track call center performance to gain insight into how your customers perceive your sales and support services, so you can improve and adapt to their needs. The key ingredients to improving call center performance?

Call Center 62

Call Center Metrics First call resolution call center software 62

aircall

DECEMBER 7, 2022

Let’s take a look at how these alternatives can help you make more calls, provide a stronger customer experience, and reach your goals. More calls shouldn’t mean more problems. When you have high call volumes, you need a cloud-based business phone system that won’t drop your calls. Reliability. Integrations.

Interactive Voice Response 62

Interactive Voice Response Call Logging voip Marketing 62

aircall

SEPTEMBER 28, 2018

In an industry usually driven more by fashion than function, the brand’s decision to focus on a practical customer problem has clearly struck a chord. Everyone on the UNTUCKit customer service team understands that first call resolution is their most important objective. Changing the Conversation.

Customer Experience 89

Customer Experience First call resolution industry standards Benchmark 89

ViiBE Blog

JUNE 3, 2021

Whether you’re sending people into the field or running a call center, ViiBE ’s video call software is an excellent option for maximum connectivity. ViiBE’s flexibility has been demonstrated in many different industries. ViiBE is a download-free video call software that was designed from the ground up for business.

CRM 52

CRM First call resolution Call Center Metrics 52

Interactions

MAY 6, 2021

Humans and AI can be combined in many ways to achieve optimal performance results, depending on the unique needs of the industry and the company. Traditional automation systems, like IVRs, often open calls for brands before passing off to a human agent. Let’s look at an example. Fortunately, recognizing this has changed the game.

Self service 62

Self service Interactive Voice Response Contact Center Wait times 62

JustCall

OCTOBER 22, 2020

At the same time, it ensures that it only connects to the answered calls. All unanswered and abandoned calls are filtered out. To put it in perspective, the auto dialer helps increase outbound calls and talk time and minimizes idle time. In fact, statistics show that the auto dialer can increase agents’ calling capacity by 7.5

Real estate 76

Real estate CRM Banking Outbound sales 76

aircall

JANUARY 3, 2018

Detailed call analytics can tell you when your team is performing well, and when things need improvement, they can be a tool for education and inspiration, on a macro and micro level. Have calls-per-agent decreased since the latest UI update? When you see call duration go up and volume decrease, your coaching instincts should kick in.

Coaching 86

Coaching Morale Analytics Benchmark 86

Nicereply

JUNE 2, 2022

Established companies like Apple and Amazon have their own dedicated customer service center to cater to customers’ problems. Are they public Twitter tweets tagging and mentioning your brand? Create quality guest posts , along with internal resources, that you may link frustrated customers to for common industry concerns.

Customer Service 97

Customer Service Chatbots Customer Support Accountability 97

Zingtree

APRIL 14, 2015

We’re proud to announce that we’ve “officially” launched our Agent Scripting for call centers. Also, we’d love to get in touch if you write a blog or enjoy writing about customer service, call center technology, or awesome new companies in our industry. Press release time !

Scripts 48

Scripts Call Center APIs Analytics 48

aircall

JUNE 25, 2018

Working in the international tourism industry naturally requires frequent travel as well. When one of our guests has missed a flight or misplaced travel documents, the last thing we want them to worry about is what they might be charged to place an international call,” said Kelly. A good phone system transmits calls.

Morale 59

Morale CRM Call Center Personalization 59

Eptica

SEPTEMBER 18, 2019

Also, given the high turnover rates in the contact center industry, recognition can be a powerful weapon in keeping your best staff and ensuring they remain happy and motivated. That’s why pretty much every contact center I visit has a recognition program of some sort in place. The key point here is how it is measured.

Customer Service 66

Customer Service Brand ambassadors Contact Center Average Handle Time 66

Eptica

JANUARY 12, 2017

To help we’ve analyzed all 100+ posts published on the Eptica blog in 2016, and picked a top ten, based on a combination of readership and industry feedback. Find out what they are in this blog post. Click here to subscribe to have each blog post automatically emailed to you going forward. Share this page on: Tweet.

Multichannel 59

Multichannel Customer Service Contact Center Benchmark 59

aircall

OCTOBER 24, 2017

In fact, two out of three will hang up the phone if a human hasn’t responded to their call within two minutes. And you don’t need me to explain the consequences of those abandoned calls. Start by looking at your call volumes and wait times from the past few months. Consider The Entire Customer Experience.

Abandon Call 80

Abandon Call Wait times industry standards Interactive Voice Response 80

aircall

MARCH 23, 2018

Respondents chose from the following multiple-choice answers: Best in the industry. Two weeks later, that same customer may choose to call-in. Notes, messages, and data (such as call recordings) will automatically be added to a customer’s profile. appeared first on Customer Experience & Cloud Call Center | Aircall Blog.

Surveys 86

Surveys CRM Education Metrics 86

Customer Service Life

FEBRUARY 4, 2019

The text of this article originally appeared on the ICMI blog on December 5, 2018. If you’ve sat through any customer service technology demos or walked the showroom floor at an industry conference, you’ve undoubtedly heard well-meaning sales folks speak of innovation, disruption, and automation. Hint: Focus on Agent Performance.

Contact Center 67

Contact Center Chatbots Analytics CRM 67

aircall

MARCH 16, 2018

Our 2018 customer support strategy survey was sent to 475 industry leaders. 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. appeared first on Customer Experience & Cloud Call Center | Aircall Blog.

Customer Support 88

Customer Support Brand ambassadors Morale Surveys 88

Vonage

APRIL 6, 2016

Automation is essential for expanding and accelerating service in many industries. Try this experiment: Call the main number of four companies and state, “I am calling with a question about your product.” Try this experiment: Call the main number of four companies and state, “I am calling with a question about your product.”

Personalization 74

Personalization Customer Experience Education Customer Service 74

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? Are they written by industry professionals?

Customer Support 45

Customer Support Customer Care Entertainment Education 45

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. Sales Data Analysis.

Best practices 62

Best practices Sales Contact center software Contact Center 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. Share this page on: Tweet.

Surveys 62

Surveys Feedback Metrics Best practices 62

aircall

JUNE 30, 2021

He pitched his idea for a video doorbell, called Ring, and investors promptly rejected him. You should always aim to have a 100% customer retention rate, but it’s important to remember that this number depends on the industry. All this means that the customer retention rate in the industry is very high. IT Services: 81%.

Customer retention 62

Customer retention Customer advocacy Wait times Brand ambassadors 62

Nicereply

OCTOBER 14, 2019

Depending on your industry, you might not have a choice about how accessible you make your support. Whether they want to reach out over social media, chat with your team on your website or simply browse your help center: offering a wide array of help methods provides your customers with a better experience. Provide alt images tags.

Customer Support 70

Customer Support Airlines Government Interactive Voice Response 70

JustCall

JULY 28, 2021

From cold-calling and emailing prospects to closing deals , sales managers keep an eye on all these daily sales operations. You can tap into call analytics and email analytics to find out how agents are doing. You may also want to get real-time insights on your agents' performance with tools such as call monitoring.

Best practices 52

Best practices Sales Management Coaching 52

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. Jenny has been recognized as a leader in the CX industry, including The ICMI Top 25 Thought Leaders and the 2019/2020 CloudCherry CX Influencer Champion award. It’s fun.

Contact Center 52

Contact Center Customer Service Morale Engineering 52

TLC Associates

OCTOBER 30, 2019

You’ve likely thought that very question (or a variation of it) while talking to vendors about outsourced contact center solutions. Yet there’s another equally important follow-up question you need to ask: “how much do in-house contact center operations cost me?”. Your Contact Center Location Costs.

Contact Center 40

Contact Center outsourcing Real estate Interactive Voice Response 40

LiveChat

JANUARY 14, 2020

Let me stick to the automotive industry and unexpected ideas for a little while. Still, the design from Bjarke Ingels Group, who are also responsible for Google’s London headquarters and Two World Trade Center in New York, makes me believe this thing is going to work sooner or later. The city of tomorrow. Image: Toyota).

Automotive 64

Automotive Technology Coaching Personalization 64

aircall

AUGUST 11, 2021

Choosing call recording software is difficult, to say the least. You’ll also have to decide if you need the most expensive one with all sorts of bells and whistles or if you can settle for an affordable one that’s more suited for basic call recordings. 6 Elements to Look for When Choosing Call Recording Software. Call Tagging.

Technology 114

Technology call center software Customer centricity Call Center 114

Interaction Metrics

JULY 10, 2023

The first step in analyzing any large unstructured dataset is called “tagging.” ” Whether you’re using AI or a team of researchers to analyze your data, the tagging process is the same – and it requires human input. Tagging is tagging. Does every comment need to be tagged?

B2B 48

B2B Customer Experience Chatbots Feedback 48

AWS Machine Learning

NOVEMBER 22, 2023

In addition to several exciting announcements during keynotes, most of the sessions in our track will feature generative AI in one form or another, so we can truly call our track “Generative AI and ML.” Use the “Generative AI” tag as you are browsing the session catalog to find them.

Engineering 111

Engineering Best practices APIs Government 111

AWS Machine Learning

OCTOBER 17, 2023

This method is called working backwards at AWS. From this blog post, you can have a deep understanding about what AWS can provide for building a smart farm and how to build smart farm applications on the cloud with AWS experts. In consideration of national health, China has been actively promoting the development of the dairy industry.

Technology 96

Technology Biotechnology Engineering Consulting 96

LiveChat

JANUARY 14, 2020

Let me stick to the automotive industry and unexpected ideas for a little while. Still, the design from Bjarke Ingels Group, who are also responsible for Google’s London headquarters and Two World Trade Center in New York, makes me believe this thing is going to work sooner or later. The city of tomorrow. Image: Toyota).

Automotive 28

Automotive Technology Coaching Personalization 28

aircall

MAY 1, 2022

And this is a sentiment that holds true for every industry. Your company’s contact center solution makes a first and lasting impression of your company, giving the customer an experience that will tell them about the kind of journey they can expect if they choose to do business with you. What Is a Contact Center as a Service or CCaaS?

Contact Center 62

Contact Center voip Interactive Voice Response contact center solutions 62

aircall

MAY 11, 2018

A customer support veteran, Patrick has supervised support teams in a variety of industries. It’s almost always when I’m on-call but I know I’ll be away from my computer for an extended period of time. I’ll check in on incoming calls when I’m out to lunch. And also for outbound calls, especially when there are urgent inquiries.

Technical Support 88

Technical Support Analytics APIs Engineering 88

Lumoa

DECEMBER 15, 2022

For example, a business insurance company can use VoC analytics to determine which industries they should target. they could then write an informative blog post or create helpful social media content to attract more potential clients. To use VoC correctly, you need to listen and identify customer needs, then take action and repeat.

Analytics 94

Analytics Feedback Banking Surveys 94

aircall

APRIL 27, 2018

According to one study , 90% of customers who call a company want to speak with a representative. Press one for billing inquiries, press two for shipping information, to speak with a representative, say “representative”… Your IVR is an automated system that lets users interact with a call-routing system. Real Person.

Interactive Voice Response 102

Interactive Voice Response Call Center Surveys Personalization 102

ProProfs Blog

DECEMBER 4, 2020

While the former helps businesses promote and sell their services based on industry research and advertising, the latter offers assistance and advice to people already using a brand’s product or service. They’ll tag or sometimes even ask their followers to share their experience with others they know.

Marketing 147

Marketing Customer Service Upselling Customer Support 147