Inova Solutions

NOVEMBER 19, 2019

In this blog, we cover some general challenges the insurance sector faces and talk specifically about how Customer Experience Management (CEM) strategies and associated technology can help insurers to remain competitive. But with a growing industry comes fierce competition and an increasing number of pressures. Add new comment.

Customer Experience 40

Customer Experience Management CRM Call Center 40

ViiBE Blog

MAY 13, 2021

Customers often contact a call center when they are frustrated or experiencing an issue with a product or service. In the background, entire systems run behind the scenes to manage their call and put them in touch with a representative as efficiently as possible. There are different types of call centers.

Call Center 52

Call Center Technology virtual call center Interactive Voice Response 52

aircall

JUNE 11, 2021

Environment — surroundings, technology, and other outside influences. Voice communication has evolved from telegraph technology to cloud technology with a lot of experiments, patents, and mergers along the way. 1877 — Telephone exchanges using analog and PBX technology were invented, enabling long-distance calling capabilities.

voip 62

voip APIs Call Center Telecommunications 62

ViiBE Blog

FEBRUARY 9, 2021

Empowered users are less likely to contact help centers for small fixes, allowing agents to spend time resolving complicated issues. This can vary depending on business function, for example, a consumer technology company that targets younger demographics may look for younger employees with ties to the target demographic.

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

JANUARY 7, 2022

Choosing the best dialer software for your business’ call center can seem overwhelming. At Aircall, we’ve optimized cloud-based call center software with our power dialer solution. Read on to learn how call center dialers work, key features, how to increase your business’ productivity, and more. .

Call Center 62

Call Center Interactive Voice Response call center software virtual call center 62

Monet Software

MAY 15, 2018

There are many different call recording software solutions available. While their essential purpose remains the same, there are variations in functionality, implementation and cost that should be reviewed by contact center management so that an informed purchasing decision can be made. This blog explains how

Contact Center 48

Contact Center Call Center Management Technology 48

ViiBE Blog

JUNE 3, 2021

Remote maintenance and Remote Virtual Inspection are just two applications of this technology. 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. WebRTC technology ensures a secure download-free connection.

CRM 52

CRM First call resolution Call Center Metrics 52

ViiBE Blog

MARCH 18, 2021

Call centers face a unique dilemma created by conflicting priorities. On the one hand, customer satisfaction is a crucial goal that must be achieved by the end of a call to keep the caller’s business. On the other, each call must be handled as promptly as possible to ensure that the next caller has a short wait time.

Average Handle Time 52

Average Handle Time call center software Call Center Metrics 52

Customer Service Life

MAY 15, 2017

This article was originally published on the FCR blog on May 3, 2017. At FCR we have an Emerging Technologies (ET) team that exists to learn about the various tools and technologies that can help companies deliver a better customer experience and help contact center leaders manage their teams better.

Technology 74

Technology Customer Service Contact Center CRM 74

Eptica

OCTOBER 9, 2019

The right technology The past 15 years have seen telephone-based call centers grow and expand to become multichannel contact centres , handling a growing volume of interactions across a widening number of channels. In the United Kingdom, there are daily themes, each emphasizing different aspects of customer service.

Customer Service 60

Customer Service Customer centricity Multichannel Contact Center 60

ViiBE Blog

APRIL 26, 2021

Customer satisfaction should be the number one goal of your contact center. ViiBE’s ticketing solution uses tags to organize different calls under one related issue. These days, customer support has moved beyond mere call centers to omnichannel contact centers. Invest in new technology.

virtual call center 52

virtual call center call center software Contact Center Call Center 52

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. Here’s a fact, if you are not up to date with the current technology, you won’t last long. What is Customer Support?

outsourcing 72

outsourcing Customer Support Call Center Best practices 72

aircall

JUNE 25, 2018

“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. The Aircall-HubSpot integration automatically pushes key customer data into view as calls come in.

Morale 59

Morale CRM Call Center Personalization 59

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

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.

Multichannel 59

Multichannel Customer Service Contact Center Benchmark 59

aircall

MARCH 17, 2021

Best practices for sales planning begins with an overall comprehensive plan that serves as your roadmap for sales call planning. With the evolution of technology and changes in the marketplace, sales leaders have shifted their thinking about the best ways to leverage sales planning for success. Leveraging Sales Planning for Success.

Best practices 62

Best practices Sales Contact center software Contact Center 62

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. The key point here is how it is measured. telephone) over another.

Customer Service 66

Customer Service Brand ambassadors Contact Center Average Handle Time 66

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

Aspect

JUNE 22, 2018

In an effort to establish themselves as a brand known for service and to keep up with a competitive market, companies are turning to technology to meet customer demands. Here are five ways technology can improve your customer satisfaction rates. Immediate Response + Reduced Hold Times. Active Listening. Seamless Communication.

Technology 48

Technology Self service contact center solutions Cloud contact 48

aircall

MARCH 23, 2018

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. In fact, The Best teams ranked “Implementing new tools or technologies” as their number one objective to prioritize in 2018.

Surveys 86

Surveys CRM Education Metrics 86

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

Nicereply

OCTOBER 14, 2019

Not related to this article, just an incredible use of adaptive technology! 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

aircall

MARCH 6, 2018

This product manager can answer phone calls when everyone else is eating lunch. In this setup, all calls, emails, and chats are initially fielded by tier-1 agents. Equip any new hires with email “snippets,” call scripts, and links to useful self-help resources until they’re able to navigate independently.

Interactive Voice Response 90

Interactive Voice Response Morale Construction Technical Support 90

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

Jive

SEPTEMBER 11, 2018

In the simplest terms, QoS refers to the voice quality that your provider can deliver, evidenced by the clarity of voice calls that you make and receive. With proper implementation, Quality of Service can help ensure that maximum call quality is delivered. Network traffic carrying specific tags will then be prioritized.

voip 56

voip Personalization Technology 56

JivoChat

JUNE 29, 2023

In this blog post, we’ll delve into the key strategies that successful E-commerce entrepreneurs and key opinion leaders employ to create an unforgettable brand experience. User-centered Website Design You need to create a user-centered website design to create consistent brand messaging.

Analytics 88

Analytics Chatbots Feedback Surveys 88

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. What do you think are some of the biggest misconceptions about, specifically contact center agents? It’s exciting. That brings me to my next question.

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

aircall

JUNE 30, 2021

He pitched his idea for a video doorbell, called Ring, and investors promptly rejected him. This is because they show how they value their people, customers, processes, and technologies. Ideally, your contact centers should have a low turnover rate. Five years later, Amazon acquired it for $1.1

Customer retention 62

Customer retention Customer advocacy Wait times Brand ambassadors 62

LiveChat

JANUARY 14, 2020

For those of you who are not up to speed with what CES is, it’s an annual show hosted in Las Vegas that’s been home for innovative and revolutionary technologies for over 50 years. Add audio content into it and I’d be pretty much sold if it wasn’t for the $399 price tag. It’s no different this year. 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

LiveChat

JANUARY 14, 2020

For those of you who are not up to speed with what CES is, it’s an annual show hosted in Las Vegas that’s been home for innovative and revolutionary technologies for over 50 years. Add audio content into it and I’d be pretty much sold if it wasn’t for the $399 price tag. It’s no different this year. Image: Toyota).

Automotive 28

Automotive Technology Coaching Personalization 28

Spearline

AUGUST 24, 2022

Real-time WebRTC communication has become the controlling force in communications technology and yet, somewhat ironically, there are still many WebRTC variables beyond our control. The tag-team. Large group calls. If you are looking for some support around your WebRTC media challenges, why not call in the pros ?

Transportation 97

Transportation Benchmark Engineering Contact Center 97

AWS Machine Learning

OCTOBER 17, 2023

This method is called working backwards at AWS. It means putting aside technology and solutions, starting from the expected results of customers, confirming their value, and then deducing what needs to be done in reverse order before finally implementing a solution. Research Before discussing technology, research had to be conducted.

Technology 98

Technology Biotechnology Engineering Consulting 98

aircall

MAY 1, 2022

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? What Is a Contact Center as a Service or CCaaS?

Contact Center 62

Contact Center voip Interactive Voice Response contact center solutions 62