JustCall

APRIL 12, 2023

In this blog, we will deep-dive to understand the auto dialer functionality. You can create dialing campaigns with specific objectives and ensure that your customers connect to available agents or an interactive voice response (as the situation presents itself). A wise decision! Let’s jump right in. What is an Auto Dialer?

Scripts 52

Scripts Sales CRM Contact Center 52

Eptica

AUGUST 29, 2019

AI-based technology can help here, providing the ability to analyze incoming digital messages and deliver an accurate assessment of tone, whether the customer is happy or sad, helping the agent respond accordingly. That’s one of the key reasons why National Customer Service Week (NCSW) is celebrated every year in October.

Customer Service 67

Customer Service Self service Best practices Chatbots 67

Nexmo

NOVEMBER 14, 2019

These articles show you how to get started with Nexmo APIs like SMS, Voice and Verify, so feel free to refer back to them as you go, or in case you’d like to add another functionality. The recorded voice message will then be fetched from the Nexmo servers and sent to your email address. Follow along to see how it works!

APIs 89

APIs Accountability Call flow Personalization 89

Nicereply

OCTOBER 29, 2020

They know they have a voice and want to make sure that it is heard, stressing the importance of customized and real-time interactions through live chat software and other engagement tools that enable dynamic and predictive customer service. But what’s so different about millennials that calls for so much customization?

Customer Experience 40

Customer Experience Chatbots Multichannel Self service 40

Nicereply

APRIL 30, 2020

Understand that and then with the right tone and message, ask if they would like an upgrade on their purchase. Be all ears to your customers and let them boost your sales because of your ace customer services. The earliest that you grasp this message, the better it will be for your company’s growth. When can you upsell/cross-sell?

Sales 69

Sales Customer Service Upselling CRM 69

LiveChat

NOVEMBER 16, 2018

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? The last decade has been defined by the customer becoming the center of nearly every business initiative. On the other hand, poor customer service can cost companies dear.

Customer Support 45

Customer Support Customer Care Entertainment Education 45

CX Journey

MAY 20, 2015

This results in irregularities and ambiguities that make it difficult to understand using traditional programs as compared to data stored in fielded form in databases or annotated (semantically tagged) in documents. There really is nothing like reading verbatims to get the tone, the pain, the delight, the rich detail of the experience.

Analytics 64

Analytics Surveys Call Center Feedback 64

Nicereply

FEBRUARY 9, 2021

Improving your knowledge bases search engine by adding keywords or tags in the software you use. ? You want to increase your CSAT without sacrificing confidence in your brand. The good news is there are some strategies to eliminate a customer’s perception of a “ clueless ” agent. This is where your Knowledge Base comes in.

Customer Support 52

Customer Support Customer centricity Engineering Personalization 52

aircall

SEPTEMBER 6, 2021

Offering customer service via your voice communication strategy can already eat up a lot of your team’s time. Customers also expect to hear a human voice when they get in touch with a business. This magnifies the need for support teams to have a good voice communication system that’s both effective and scalable.

Interactive Voice Response 93

Interactive Voice Response Wait times outsourcing Call Center 93

aircall

APRIL 27, 2018

But if the typical interactive voice response (IVR) system is any indicator, a full transition is still on a long way away. The future of customer service is certain. Brands will continue to shift away from labor-intensive measures and toward more self-help resources. Visual representation of a confusing IVR system. But first….

Interactive Voice Response 102

Interactive Voice Response Call Center Surveys Personalization 102

aircall

APRIL 27, 2018

But if the typical interactive voice response (IVR) system is any indicator, a full transition is still on a long way away. The future of customer service is certain. Brands will continue to shift away from labor-intensive measures and toward more self-help resources. Visual representation of a confusing IVR system. But first….

Interactive Voice Response 91

Interactive Voice Response Surveys Personalization Accountability 91

Nicereply

NOVEMBER 24, 2022

blogs, listicles, ebooks, videos, etc.) but also the tone of voice , visual branding , and so on. For top-funnel leads, you’ll want to invest in blogs to create brand awareness and introduce people to problems they may have and the solutions you can offer. We also recommend you regularly re-evaluate your market (ex.,

outsourcing 59

outsourcing Entertainment Customer retention Sales 59

GetFeedback

JULY 19, 2019

Customer feedback (aka Voice of the Customer ) is a gift. For example, the overwhelming majority of tweets about a particular business do not tag the business in question. Unstructured Voice of the Customer (VoC) data is like trying to make a sculpture out of water: the material, not the maker, is in control. I believe that.

Feedback 104

Feedback Customer advocacy Surveys Customer Experience 104

ProProfs Blog

OCTOBER 13, 2020

We’ll help you learn everything about FCR in this blog post. When almost 60% of customers believe that waiting on hold for a minute is too long, then imagine how a customer-obsessed CEO, Jeff Bezos, must have felt after waiting for more than four minutes to get on line with its own customer service team? What is First Contact Resolution?

Banking 148

Banking Interactive Voice Response Chatbots Metrics 148

Eptica

JANUARY 30, 2019

Lack of customer intelligence Conversations are based on understanding what the other person is saying, and also any other factors such as tone of voice or how they are acting, and using that information to provide a relevant answer that moves the conversation on. In this case, why is it so difficult to achieve in customer service?

Self service 77

Self service Marketing Personalization Technology 77

Avaya

JUNE 18, 2018

With Avaya Workforce Optimization, you can safely record, archive, and protect personal data through advanced, 256-compliant encryption, Payment Card Industry Security (PCI), data identification, and tagging and identifying consent/no consent situations. It used to be that a brand consisted of a logo and a visual or verbal impression.

Quality management 40

Quality management Analytics Coaching Contact Center 40

Hero Digital

NOVEMBER 12, 2018

The standard intranet approach with static content and news sourced only from the voice of leadership now seems antiquated, and it pales in comparison to the seamless digital experiences that employees expect from their favorite brands. How can your intranet strategy improve efficiency, engagement, and retention? Increase Employee Efficiency.

Employee engagement 66

Employee engagement Analytics Banking Personalization 66

aircall

APRIL 22, 2022

Digital phone systems operate by sending signals as “packets” of voice data over the internet and receiving them using specific software. The main differences revolve around how your voice signals are transmitted: via an internet connection (data packets, digital) or physical cables (electrical current, analog).

voip 62

voip Interactive Voice Response Call Center Sales 62

JustCall

AUGUST 23, 2022

In this blog, we will discuss everything that you need to know about softphones. Voice Over Internet Protocol (VoIP) is the technology behind the software. The same technology lets you make voice calls over the internet. What is a Softphone? A softphone uses software to make your screen look and work like a desk phone.

voip 52

voip CRM Transportation Call Logging 52

REVE Chat Blog

NOVEMBER 6, 2019

They have become more demanding in terms of faster responses. Forrester reports says, 23% of B2B CMOs see improving the customer experience as a top three objectives. How customers perceive your brand ultimately comes down to their customer experience. Consistent and innovative CX has a great impact on the bottom line of the businesses.

Contact Center 82

Contact Center Interactive Voice Response Call Center Chatbots 82

JivoChat

JULY 4, 2021

With over 800,000 online stores powered by Shopify, the platform is now the third most popular e-commerce platform on the market. It’s no surprise with the number of vendors that everybody is now on the hunt for the best Shopify plugins to boost sales and create a better experience for customers. Reviews: 97 reviews | Average rating: 4.2.

Sales 52

Sales Upselling APIs Analytics 52

JustCall

SEPTEMBER 16, 2019

Sales has become more flexible and agile than ever because of the heavy competition in almost each and every sector. Moreover, with humans as buyers sales can never be linear. Sales reps have to go for multiple calls and process that are mostly disorganized and not streamlined. So, how is this all working out? Source ]. Brutal, yet real!

Sales 64

Sales Interactive Voice Response CRM Call Logging 64

Pointillist

OCTOBER 22, 2018

In this blog post, I detail nine uses of artificial intelligence to boost your customer experience measurement program by improving your understanding of the rich customer experience data you’re already collecting and making that data actionable. An even smaller number, 21%, were confident that they shared these metrics in an actionable way.

Customer Experience 40

Customer Experience Analytics Metrics Multichannel 40

NICE inContact

JULY 19, 2019

Agents should use listening technology to track online sentiment and conversations that are linked to the brand’s focus — even when you’re not tagged in the communication. The customer should set the tone of the conversation on social media. Great things require patience and development, and the same goes for digital customer service.

Customer Service 60

Customer Service Contact Center Personalization Marketing 60

BlueOcean

JUNE 13, 2019

We talk a lot in this blog forum about partnership and who you should choose as an outsourcer contact center partner, but where you choose to outsource to is almost as important an element in the procurement process. Can your voice agents share TGIF sentiments with a caller? Cultural Alignment. Labor Force.

Contact Center 75

Contact Center outsourcing Education Personalization 75

ProProfs Blog

OCTOBER 25, 2021

In this blog, we will understand the growing importance of collecting customer feedback, discuss some must-have features, and explore over 40+ customer feedback software. Various customer feedback tools help you track your customers’ pulse consistently. Here we go! What Is a Customer Feedback Tool. c) Identify Your Loyalty Customers.

Feedback 148

Feedback Surveys Enterprise Analytics 148