CCNG

FEBRUARY 21, 2024

In this blog, we will explore how GenAI can revolution service and support for your organization. This functionality can greatly reduce average handle times (AHT) by accessing suggest responses and solutions to customer queries faster than humanly possible. More advanced GenAI can further automate processes and expedite resolutions.

Technology 195

Technology Customer Service Virtual Agent Self service 195

ShepHyken

NOVEMBER 9, 2018

The fact of the matter is, as companies begin to scale, a lack of office space and restrictive full-time staffing budgets can cause hiccups in business development plans and significantly reduce departmental output. Developing and maintaining a successful enterprise in today’s demanding business landscape is no easy task.

CRM 239

CRM Enterprise Benchmark outsourcing 239

ShepHyken

DECEMBER 28, 2018

And again, any time a member of this group can “chat” with a peer about a situation, they will. That is one tall order when you consider that many companies staff up during holidays but roll them off during “slower times.” Notably, millennials like to do things a little differently from the generations of yore.

Customer Service 247

Customer Service Self service Customer Support Scripts 247

ShepHyken

DECEMBER 13, 2019

This week we feature an article by Darcy Alexander who shares a checklist to guide us through the process of selecting the best CX vendors for our customer experience initiatives. When embarking on a customer experience (CX) change initiative, there are few decisions more critical to success than selecting the right vendor. Preparation checklist.

APIs 254

APIs Enterprise Government Customer Experience 254

ShepHyken

NOVEMBER 4, 2016

This week on our Friends on Friday guest blog post my colleague, Shaista Haque, writes about the millennial generation’s use of technology and how it is affecting their customer experience. Therefore, it becomes necessary for organizations to define their USP and at the same time build strategies to. – Shep Hyken .

Analytics 316

Analytics B2B Technology Enterprise 316

ShepHyken

NOVEMBER 29, 2019

And as humans, we use emotions in daily life to make all sorts of decisions. It’s natural for emotions, then, to be a natural part of customer engagement and experience. . So, what part does technology play in this? Technology (or the ease of access to it) opens up options for people; they can take their business anywhere they want. .

Technology 330

Technology Customer Experience Complaint resolution Gamification 330

ShepHyken

NOVEMBER 23, 2018

Personal tastes vary in how individuals rank these elements in order of importance, but specifying them allows companies to deliberately improve their support setup over time – be it through tools , people, or organization. To deliver superior service, track metrics like First and Average Response Time, and First Contact Resolution Ratio.

Customer Support 169

Customer Support Customer effort Self service Metrics 169

Tethr

JANUARY 19, 2023

Learn how BCU + Tethr was able to increase first call resolution, increase self-service education, reduce QA call monitoring time and more.

First call resolution 64

First call resolution Education Self service 64

ShepHyken

AUGUST 26, 2016

This week on our Friends on Friday guest blog post my colleague, Doug Sandler, busts some popular customer service myths. As time drew closer, she continue to update us every 5-10 minutes. As we got closer and closer to the time for the crew’s arrival she started to tell us a bit about her experience with these specific crew members.

Customer Service 0

Customer Service Airlines Government Consulting 0

Enghouse Interactive

SEPTEMBER 1, 2020

It’s Not an Option – It’s Expected (Blog Series). In our first blog, we explored how customer expectations are rapidly changing and what organizations should consider as part of their Self-Service strategy. Blog #2 of 3: Self-Service puts the Customer Experience in their Hands. Digital literacy is the new normal.

Self service 79

Self service Contact Center Chatbots First call resolution 79

Enghouse Interactive

FEBRUARY 9, 2021

Trends and Realities of Successful Organizations (Blog Series). In our last blog , we explored how successful companies outperform customer expectations by leveraging video – a communications channel that customers have come to prefer. Blog #3 of 4: Customer-facing agents. Back office support. Subject matter experts.

Self service 66

Self service Contact Center Chatbots Average Handle Time 66

ShepHyken

JANUARY 27, 2017

This week on our Friends on Friday guest blog post my colleague, Shital Shah, writes about how with the right combination of technology and human touch, customer service doesn’t have to be difficult. She shares four excellent solutions to help manage your customer service more effectively. Shep Hyken. Relationships = revenue.

Technology 232

Technology Customer Service Management CRM 232

Enghouse Interactive

JANUARY 27, 2021

Trends and Realities of Successful Organizations (Blog Series). In our first blog in this series, we explored how successful companies focus on implementing and optimizing the use of new technologies that help improve the customer experience. Blog #2 of 4: It’s NOT just another channel. Video is the new Face-to-Face.

Contact Center 92

Contact Center Technology Customer centricity Analytics 92

ShepHyken

DECEMBER 6, 2019

Instead of wasting precious time asking what went wrong, agents will have the tools to help and guide customers right away. Instead of wasting precious time asking what went wrong, agents will have the tools to help and guide customers right away. In fact, three-quarters of online customers expect help within five minutes. Here is how.

Customer Support 177

Customer Support Personalization SaaS Analytics 177

Cisco - Contact Center

FEBRUARY 2, 2024

Transforming the war room starts with Customer Digital Experience Monitoring (CDEM) to break down silos with correlated, cross-domain insights and efficiency for rapid resolutions. Time is money and … Read more on Cisco Blogs

APIs 105

APIs 105

CCNG

NOVEMBER 29, 2023

First Contact Resolution (FCR) FCR is the percentage of all incoming contacts that are resolved by the agent receiving the question or query without having to transfer to a superior, a different department or having to call back the customer. Therefore, view AHT alongside first contact resolution.

Metrics 195

Metrics Contact Center Average Handle Time Surveys 195

Enghouse Interactive

OCTOBER 21, 2020

AI Makes It Possible (Blog Series). Blog #4 of 4 The MORE you know. Today’s changing demographics in the workforce and the general population ensures that this interrelationship will become even more dynamic as time progresses. Customers now expect: Their time be valued. The more YOU KNOW. .

Self service 76

Self service Contact Center Benchmark Chatbots 76

Helpware

SEPTEMBER 8, 2016

Owning a SaaS business can be aggravating at times. IT support outsourcing can be a great solution to free up your time to work on the next iteration of your software. IT support outsourcing can be a great solution to free up your time to work on the next iteration of your software. How can we help you help your customers?

outsourcing 40

outsourcing Technical Support SaaS Customer Service 40

Call Experts

FEBRUARY 18, 2021

And then, making sure to incorporate these elements into your customer experience and customer journey: Promptness – time to answer, time to resolution, etc. And then, making sure to incorporate these elements into your customer experience and customer journey: Promptness – time to answer, time to resolution, etc.

Contact Center 52

Contact Center Interactive Voice Response Best practices Call Center 52

Enghouse Interactive

OCTOBER 19, 2020

AI Makes It Possible (Blog Series). Blog #3 of 4 With context, AI seeks to improve more quickly than ever. Recording – both voice and digital communications should be captured in real-time for agent support. Constant Learning Improves AI Recommendations. This is foundational to understanding causality. Aggregating.

First call resolution 52

First call resolution Feedback Enterprise Contact Center 52

Nicereply

JANUARY 17, 2024

This blog post cuts through the noise and provides a guide to tackling eight of the most common customer complaints head-on. This blog post cuts through the noise and provides a guide to tackling eight of the most common customer complaints head-on. That’s a remarkable ripple effect that no company can afford to ignore.

Complaint resolution 105

Complaint resolution Scripts Feedback Wait times 105

Beyond Philosophy

DECEMBER 22, 2022

Many of you are no doubt considering your New Year’s Resolutions. Unfortunately, like many of you, I have made and broken many New Year’s resolutions. A typical New Year’s resolution is to lose weight. New Year’s Resolutions Often Require Changing Habits. You have probably done this more than once.

Consulting 195

Consulting Consulting Management Customer Experience 195

CX Accelerator

MAY 25, 2022

When you do reach out, you want to know that you’re in good hands and that an answer or resolution to your issue is waiting at the end of that interaction. And, as I am sure you already know, this may lead to longer wait times, more generic canned replies, less fully answered questions and resolved problems.

Customer Support 316

Customer Support Wait times Self service Best practices 316

Nicereply

JANUARY 27, 2022

Get back on track without absurd New Year’s resolutions! Blog tip: 3 Customer Service Skills for Handling Difficult Conversations. Blog tip: 6 Tips for Writing Satisfying Customer Service Responses. Blog tip: How to Answer Customer Complaints to Keep Them Coming Back. Focus on first contact resolutions over speed.

Average Handle Time 98

Average Handle Time Customer effort Metrics Customer Support 98

Fonolo

MARCH 16, 2021

This blog will teach you what FCR is, the difference between First Call Resolution and First Contact Resolution, and everything about FCR that you need to know to succeed in a contact center. What is First Call Resolution (FCR) in Call Center Metrics? What is First Call Resolution (FCR) in Call Center Metrics?

First call resolution 125

First call resolution Call Center Metrics Contact Center 125

Hodusoft

DECEMBER 21, 2023

Leveraging Advanced Call Center Software- Enhancing FCR in Banks and Financial Institutions Witness the evolution of the banking and financial landscape as it progresses into a new era of customer service excellence, driven by cutting-edge technology and real-time statistical insights.

call center software 64

call center software Banking Call Center First call resolution 64

TeamSupport

JANUARY 22, 2024

In this blog, we will delve into the intricacies of automation, exploring its benefits, applications, and the core components that drive effective customer service automation. By automating routine tasks, businesses can significantly reduce response times, leading to a more satisfying customer experience. What is Automation?

Customer Service 59

Customer Service B2B Service level Personalization 59

VirtualPBX

AUGUST 10, 2023

In this blog, we’ll delve into the art of crafting impactful business text messages, providing you with 15 free templates spanning across industries such as remote work , healthcare , call centers , tech companies , and financial institutions. Expect a resolution within 24 hours.” Looking forward to your insights!”

Healthcare 98

Healthcare Call Center Accountability Surveys 98

Steve DiGioia

OCTOBER 31, 2021

“Service recovery”, a company’s resolution of a problem from a dissatisfied customer, comes next. Regardless of the method used, once the problem is fixed to the customer’s satisfaction (and hopefully fixed way above just “satisfaction”) it’s time to move on and never mention the problem again. Here’s what I mean.

Customer Service 182

Customer Service 182

NobelBiz

FEBRUARY 27, 2024

Streamlined processes, well-trained agents, and effective tools contribute to smoother operations and faster issue resolution. Hold Queues : Ensures calls are answered promptly, minimizing wait times. This increases the likelihood of first-call resolution. Elevate Operational Efficiency : Efficiency matters.

Best practices 105

Best practices Call Center Interactive Voice Response First call resolution 105

Nextiva

JANUARY 2, 2021

A recent survey shows that post-COVID-19, 59% of consumers will care even more about the customer experience than they did in the times before the pandemic when deciding which companies to support or buy from. With this in mind, it’s up to your team to figure out how to cater to customers in a way […].

voip 128

voip Surveys Sales Customer Experience 128

Zappix

FEBRUARY 1, 2024

In this blog, we’ll explore the key benefits and comprehensive capabilities of Digital Self-Service, shedding light on how it can revolutionize your customer service strategy. This accelerates query resolution and contributes to operational efficiency by reducing the workload on support teams.

Self service 52

Self service Customer Support Average Handle Time Wait times 52

Comm100

APRIL 2, 2024

In this blog we will explore effective strategies and plans to improve your CSAT score, ensuring your business thrives by keeping your customers at the heart of what you do. A well-prepared team can reduce resolution times and increase customer satisfaction through their adept handling of issues.

Wait times 89

Wait times Feedback CRM Surveys 89

Cyara

FEBRUARY 22, 2024

Per the question in the title of this blog post, let’s examine the phrase, break down the meaning, and then explore how “Last Mile Assurance” is relevant to and important in the context of contact centers and customer experience. To begin, let’s think literally, taking the words at face value. And “last mile” is… well… exactly that.

Contact Center 76

Contact Center Customer Experience Technology Sales 76

Call Experts

APRIL 8, 2024

In this comprehensive blog post, we’ll take you on a journey through the world of call center agents, exploring the key performance metrics and the qualities that define a top-notch call center agent. Lower AHT indicates quicker issue resolution. Maintaining a high service level ensures customers experience minimal wait times.

Call Center 52

Call Center Average Handle Time Coaching Metrics 52

BlueOcean

OCTOBER 4, 2023

The same is true for first call resolution and average handle times. It reduces their confidence in providing accurate or timely answers due to possible misinterpretation. Without it, you risk taking a hit to your CSat scores, your brand loyalty, and your bottom line. The most recent census reports that 21.4%

Customer Support 124

Customer Support Bilingual agents outsourcing Contact Center 124

Eptica

NOVEMBER 26, 2021

In our latest blog we outline six key areas that are important for success in outsourced customer service – from balancing resources and ensuring consistency of service, to meeting the specific requirements of individual clients. You might also be interested in these posts: The secrets to driving up First Contact Resolution rates.

outsourcing 121

outsourcing Customer Service Cloud contact Best practices 121