VirtualPBX

AUGUST 20, 2020

A recent guest post on our blog points out the benefits of using a chatbot for your customer support. Yet you may need more depth when asking how parts replacement works or how to use a specific API request in a product. Add to Chatbots, Build Personalization.

Chatbots 104

Chatbots APIs voip Enterprise 104

aircall

DECEMBER 8, 2021

The product features we’re highlighting below are especially impactful during the month of December. Guaranteed to help your sales and support teams reach their goals, these features will boost your reps’ productivity this holiday season—all while helping them provide best-in-class customer service. That’s where we come in. .

Sales 62

Sales Analytics Wait times Call Center 62

ProProfs Blog

DECEMBER 12, 2019

Train Your Help Desk Employees. Train Your Help Desk Employees. It is essential to provide adequate training to your help desk employees since trained professionals can solve more issues competently and in much lesser time. This design helps minimize employee assistance tasks while optimizing customer satisfaction quotient.

Wait times 143

Wait times Metrics Self service Feedback 143

Beyond Philosophy

OCTOBER 8, 2014

It was like PayPal was a little brother tagging along the bigger one. With their own brand to build and more freedom to test the waters, they can recruit more of the movers and shakers in the industry, which will lead to better products and services for their account holders. Competition is great for Customer Experience.

Customer centricity 276

Customer centricity Customer retention Customer emotions Airlines 276

Nicereply

MARCH 26, 2020

Currently, Sense has about 50 employees. Our hope is that customers will come to us first whenever they are experiencing frustrations with the product.”. This provides greater transparency for employees and managers. Sense chose Nicereply because of its focus on your customers, not on your product. “We

Feedback 72

Feedback Customer Support Metrics Customer Service 72

USAN

JUNE 14, 2022

Sometimes, leaders would overlay “soft skill” elements like empathy and product knowledge onto the raw score to glean a more comprehensive result. For example, agents who have 17 great customer interactions in a row may receive a reward tag that their colleagues can see.

Contact Center 52

Contact Center Gamification Construction Technology 52

NICE inContact

SEPTEMBER 27, 2019

With an outdated, on-premises Cisco call center system, Empire Today was facing a $1 million price tag to upgrade to modern functionality. There was no visibility into performance, and creating reports required the use of a third-party product. More employee engagement, Check, check. Empire Today now? Improved efficiency.

Abandon rate 54

Abandon rate Contact Center Wait times Interactive Voice Response 54

aircall

DECEMBER 15, 2017

Metrics like call duration and volume will help you evaluate new agents or select your next “Employee of the Month.” Parity and employee morale provide their own — less tangible , but potentially more important — type of ROI. If it’s an option, consider making tagging a required field for your agents.

Analytics 90

Analytics Morale Metrics Call Center 90

aircall

SEPTEMBER 28, 2018

The apparel startup has doubled its annual revenue every year since its founding and is now nearing 100 corporate employees. But as popular as its flagship product has been, UNTUCKit knows it needs to find new ways of sustaining growth. First, he wanted to give employees a more connected view of customer activity.

Customer Experience 89

Customer Experience First call resolution industry standards Benchmark 89

aircall

JANUARY 3, 2018

Did adding seasonal employees keep workloads reasonable through the holiday shopping rush? Each customer could be a potential product evangelist or a vocal detractor. Long calls mean something is awry — i.e. with the service or product — but either way, you’ll want to get to the bottom of what’s happening.

Coaching 86

Coaching Morale Analytics Benchmark 86

aircall

JANUARY 24, 2022

Businesses typically rise to the top when they offer the types of products and services that people want. As a business owner, lots of people in your world are important—vendors, employees, partners, associates. Product information and advice. Today, customers want and expect more than a basic product or service.

Call Center 126

Call Center Best practices call center software CRM 126

aircall

JANUARY 3, 2018

Did adding seasonal employees keep workloads reasonable through the holiday shopping rush? Each customer could be a potential product evangelist or a vocal detractor. Long calls mean something is awry — i.e. with the service or product — but either way, you’ll want to get to the bottom of what’s happening.

Coaching 81

Coaching Morale Analytics Benchmark 81

Call Experts

DECEMBER 18, 2019

Engagements must be tagged to understand how to optimize routing and save customers' time. More Blogs Menu. Stay relevant and super-serve your customers with employee training. 6 Key Benefits of Employee Call Off Lines. Employee experiences are connected to customer experiences. What is an employee call out-line?

Interactive Voice Response 81

Interactive Voice Response Journey mapping Contact Center Call Center 81

aircall

JANUARY 13, 2023

The best way to achieve that is by boosting day-to-day productivity and performance while reducing costs. . When looking for an alternative to Novocall , look for providers who offer features and integrations that will increase productivity and boost performance. What to Look for in a Novocall Alternative. Same-day setup .

Sales 62

Sales CRM Morale Interactive Voice Response 62

Eptica

AUGUST 1, 2018

Satisfied employees are likely to be more engaged, give better service, stay for longer and are generally more productive. This blog post, part of our series on optimizing CX with Eptica, therefore focuses on how our customer experience platform makes it easier for agents to operate effectively and happily.

Average Handle Time 70

Average Handle Time Best practices APIs Consulting 70

Toister Performance Solutions

OCTOBER 15, 2020

This is a blog post about your employees' first day. It includes quotes from several real employees who have just started new jobs, so I've changed each person's name to protect their anonymity. This post walks you through some proven steps that work well whether your employees are working remotely or in-person.

Personalization 87

Personalization Accountability Feedback Management 87

Mindtouch

APRIL 9, 2019

It’s a large collection made up of various media— product documentation and help , user manuals, videos, and so on—that are grouped, categorized, tagged, and organized to make it easy for visitors to find and interact with it. For example: Category : All Enterprise Products. Here’s an example: Category : All Enterprise Products.

Enterprise 48

Enterprise Engineering Best practices Customer Experience 48

Mindtouch

APRIL 9, 2019

It’s a large collection made up of various media— product documentation and help , user manuals, videos, and so on—that are grouped, categorized, tagged, and organized to make it easy for visitors to find and interact with it. For example: Category : All Enterprise Products. Here’s an example: Category : All Enterprise Products.

Enterprise 48

Enterprise Engineering Best practices Customer Experience 48

aircall

JANUARY 29, 2021

Product knowledge. There’s no doubt that your company will be continually introducing new products or services that will require additional training sessions for sales and support teams. Right from the start, they’ll become a productive member of your contact center , and they’ll be eager and happy to get started.

Best practices 62

Best practices Call Center call center software Morale 62

Beyond Philosophy

OCTOBER 8, 2014

It was like PayPal was a little brother tagging along the bigger one. With their own brand to build and more freedom to test the waters, they can recruit more of the movers and shakers in the industry, which will lead to better products and services for their account holders. Competition is great for Customer Experience.

Customer centricity 150

Customer centricity Customer retention Customer emotions Airlines 150

Beyond Philosophy

OCTOBER 8, 2014

It was like PayPal was a little brother tagging along the bigger one. With their own brand to build and more freedom to test the waters, they can recruit more of the movers and shakers in the industry, which will lead to better products and services for their account holders. Competition is great for Customer Experience.

Customer centricity 150

Customer centricity Customer retention Customer emotions Airlines 150

aircall

JULY 25, 2017

Its flagship product, FreeConference.com , offers video conferencing, international dialing, call recording, and screen sharing features. When the Aircall – Desk.com integration was finally released, Kyle realized iotum’s productivity could be taken to a whole new level. Both tools work together in one place.”.

Upselling 76

Upselling Sales Call Center Marketing 76

aircall

MARCH 23, 2018

New tech could mean laptops for employee mobility, headphones that reduce noise interference, or more convenient communication channels. When talking about customer support, it’s impossible to overstate the importance of experienced, empathetic, and adaptable employees. Amazing support agents will compensate for a terrible product.”-

Surveys 86

Surveys CRM Education Metrics 86

Momentum Telecom

JANUARY 29, 2021

All the moving parts – from sales and support, to research and development – must work in sync if a product or service will score with customers. Among “good” employees, more than 70 percent said that the technology available to them influenced to stay or not with their current employer. What’s your playbook for success in 2021?

Technology 98

Technology Consulting Consulting Sales 98

aircall

MARCH 16, 2018

Thoughtful training leads to well-informed and productive customer support agents, but no amount of coaching can make up for understaffing or a possibly incorrect hire. Support agent attrition and low employee morale were repeatedly cited as motivators for change in 2018. One-on-one training for every employee”.

Customer Support 88

Customer Support Brand ambassadors Morale Surveys 88

Nicereply

OCTOBER 29, 2020

Naturally, they respect innovation and prefer brands that regularly offer new products or services and don’t shy away from using emerging technologies. First things first – millennials value their time and money, and it falls upon you to make sure they can derive the promised benefits from your product or service in the least possible time.

Customer Experience 40

Customer Experience Chatbots Multichannel Self service 40

Mindtouch

MAY 10, 2018

Waters Corporation (NYSE: WAT ) is a publicly traded analytical laboratory instrument and software company with approximately 7,000 employees. The company operates in 31 countries, has products available in more than 100 countries, and has over $2.2 billion in annual revenue. Waters Uses KCS.

Self service 48

Self service CRM Scripts Analytics 48

aircall

JUNE 25, 2018

Dangerous driving conditions had forced many Crystal Travel & Tours’ employees to work from home, leaving them disconnected from the hardware-based phone system hosted at company headquarters. Although Kelly was eventually able to forward a few of the office lines, productivity inevitably fell as snow levels rose. Free The Phone.

Morale 59

Morale CRM Call Center Personalization 59

ViiBE Blog

MAY 31, 2021

Employees are a valuable resource of know-how for company processes and information. Unfortunately, when an employee leaves, this knowledge often leaves with them. In technical roles, knowledge gaps can emerge when knowledgeable employees with decades of experience decide to retire. What are the functions of these employees?

Self service 52

Self service CRM Customer Experience Management 52

ViiBE Blog

JUNE 3, 2021

Ticketing software is essential for following up with customers who experienced an issue while using a product or service. Just name the ticket and any tags and the call data is automatically integrated into the ticket. Knowledge bases allow them to find relevant updates to procedures or new product information.

CRM 52

CRM First call resolution Call Center Metrics 52

JivoChat

APRIL 16, 2023

You need a strategy that considers all the different aspects of ecommerce, from marketing and product selection to payment processing and fulfillment. It includes product selection, payment processing, fulfillment, and customer service. Know what kind of products or services you are offering and in what ways you can reach customers.

Analytics 82

Analytics Engineering Advertising Sales 82

aircall

JANUARY 26, 2018

Productivity: Eliminate the Busywork. This back-and-forth process can — and inevitably will — drain your employees’ energy and lead to incomplete records. Additionally, all of his actions in the Aircall interface — notes, tags, etc. — In this video, Clement is working in Zendesk (his go-to CRM) when he receives an incoming call.

CRM 91

CRM Multichannel Sales Call Center 91

ViiBE Blog

APRIL 26, 2021

Great IT support can make all the difference for customers experiencing an issue with your product or service. Train your employees for customer satisfaction. This reality underscores the need to invest in extensive training for your employees. A knowledge base saves precious time for both your employees and your customers.

virtual call center 52

virtual call center call center software Contact Center Call Center 52

aircall

JANUARY 26, 2018

Productivity: Eliminate the Busywork. This back-and-forth process can — and inevitably will — drain your employees’ energy and lead to incomplete records. Additionally, all of his actions in the Aircall interface — notes, tags, etc. — In this video, Clement is working in Zendesk (his go-to CRM) when he receives an incoming call.

CRM 90

CRM Multichannel Sales Analytics 90

Education Services Group

SEPTEMBER 4, 2018

The need to measure product utilization and/or subscription consumption is a no-brainer. Usage metrics are critical indicators of how well your products are helping customers achieve their desired outcomes, which in turn influences your customer retention strategy. Analytics in the Product is the Answer ( Christine Clevenger ). “To

Customer retention 49

Customer retention Management Analytics Metrics 49

Eptica

FEBRUARY 5, 2020

As the ICS points out, this has a key impact on businesses, in three areas: Brands that have a higher than average UKCSI score outperform their rivals that score below average on metrics such as revenue per employee (by 114%) and gross margin (by 4.9%). Share this page on: Tweet. 4 Christmas customer service lessons from Santa.

Customer centricity 72

Customer centricity Marketing Metrics Surveys 72

Eptica

FEBRUARY 19, 2019

So, assuming that you are meeting customers’ needs by having a quality product that is readily available, how do you make that seed of trust grow? This includes your product or service, delivery, and the customer experience. Reviewing 2018 – our top 10 blog posts from the year. Create consistency. Make it right.

Best practices 109

Best practices Customer Service Customer Experience Personalization 109