TechSee

FEBRUARY 16, 2021

Going into 2021, new trends are emerging that are helping field services provide their customers with efficient service, while still keeping a firm eye on their bottom line in a challenging economic environment. Remote AR assistance improves outcome-based service. Investment in remote support.

outsourcing 109

outsourcing Upselling Surveys Technical Support 109

TechSee

MARCH 31, 2020

These are lifelines for millions of people and in field service, COVID-19 represents a unique challenge. With so many people currently at home – whether on a voluntary or mandatory basis – customers are likely to experience more issues than usual and need far more support. Companies also working with limited resources.

Telecommunications 145

Telecommunications Enterprise outsourcing Surveys 145

TechSee

APRIL 7, 2021

While remote working is considered a win-win for companies and their staff, a WFH model makes an IT professional’s job more complicated. Typically, the IT role for supporting employees has taken place within the confines of a common office space. How can IT support use Visual Assistance?

Self service 109

Self service Best practices Technology Analytics 109

CCNG

JANUARY 4, 2023

And how do we make the Agent Experience as supportive as possi­ble of this process? This white paper endeavors to bring together the latest research on customer pain points and agent challenges, as well as the best ways we see these pain points and challenges being successfully over­ come. How can this be done?

Customer Experience 195

Customer Experience Contact Center CCNG Self service 195

TechSee

JANUARY 14, 2021

Having recognised the need to provide customers with alternative support options over the last 9 months when on-site assistance was not feasible, more and more companies are turning to contactless service as a way to help their customers without stepping foot into their homes. Investments in contactless remote support options are paying off.

Customer Support 109

Customer Support Engineering Enterprise Surveys 109

Hodusoft

FEBRUARY 29, 2024

More often than not, the call center operations of several MSPs lack the necessary resources and sophistication that can take customer service to the next level. Some of these challenges include: 1. Managing call volume can be challenging while maintaining service quality. Read on and thank us later. That’s quite shocking.

Call Center 52

Call Center Abandon rate call center software Omni-channel support 52

ViiBE Blog

AUGUST 31, 2020

Customers and companies alike have adapted in unique ways to handle the challenges of the pandemic. They have experienced higher levels of success despite the challenges presented during the crisis. In the realm of customer support, a new assistance model has emerged to fit the growing trends sparked during the pandemic.

Customer Support 98

Customer Support Chatbots Self service Technology 98

TechSee

JUNE 2, 2020

Today’s number one challenge in field service is the knowledge gap between Baby Boomer technicians – an aging workforce – and the next generation of technicians who have less experience and want more independence. Older field service technicians are retiring in droves, causing several challenges for field service organizations.

outsourcing 109

outsourcing Engineering Surveys Best practices 109

Global Response

FEBRUARY 26, 2024

That’s why medical call centers are such powerful resources. Of course, many of the calls and questions they handle are routine patient support. A medical call center specifically supports the healthcare industry. Others are trained nurses who can provide real medical support. Ready to perfect your CX?

Best practices 62

Best practices Call Center Healthcare Education 62

JustCall

OCTOBER 26, 2023

When it comes to providing exceptional customer support, you cannot leave iOS users behind. However, providing customer support to disgruntled customers requires more than rolling out insanely creative CSR ads or inspirational marketing content. But this also means that the device can throw users in a loop.

Customer Support 52

Customer Support voip Contact Center Self service 52

TechSee

NOVEMBER 20, 2018

The Truck Roll Challenge. The high costs associated with dispatch are further increased by the 20% of dispatches that result in No Fault Found (NFF) – meaning the problem was so simple to fix that the customer could have resolved it alone. These unnecessary truck rolls are a waste of the company’s time and resources.

Technology 153

Technology Analytics Enterprise Technical Support 153

Global Response

FEBRUARY 26, 2024

Quality customer service matters; just look at the numbers: 83% of customers are more loyal to businesses that respond to and resolve their complaints. High-quality customer service is when a company provides timely, attentive, efficient, and empathetic support to customers across all touchpoints.

Call Center 62

Call Center Customer Service outsourcing CRM 62

Global Response

FEBRUARY 28, 2024

Patients need support as they navigate personal health issues and complex insurance coverage. Outsourcing clinical services enhances the quality of care, ensures compliance, and supports healthcare providers in delivering efficient medical services. Telemedicine services : Providing remote clinical services to patients.

Healthcare 62

Healthcare outsourcing Best practices Business Process Outsourcing 62

NobelBiz

OCTOBER 17, 2023

In our previous installment, we peeled back the layers of the challenges that often remain hidden beneath the surface, impacting call center executives’ day-to-day operations. Remote Work Challenges The paradigm shift towards remote work has posed unique challenges for industries globally.

Call Center 59

Call Center Management Contact Center Analytics 59

Comm100

JUNE 27, 2023

College counseling teams play a vital role in providing support to these students, but the increasing demand for their services has led to an overload in caseload. Delayed Access to Support: Caseload overload often leads to longer wait times for counseling appointments, causing students to experience delays in receiving the support they need.

Education 52

Education Wait times Chatbots Personalization 52

Playvox

JANUARY 12, 2023

No matter where your contact center team is physically located, bringing out their best performance can be a big challenge. Adding remote work or a hybrid setup to the mix can make things even tougher. Why Agents Want To Work Remotely — And Why You Should Let Them. Important KPIs To Track For Remote Agents.

Quality management 69

Quality management Coaching Contact Center Metrics 69

NobelBiz

FEBRUARY 27, 2024

Organizations achieve this by integrating technology, refining processes, and deploying innovative human resources strategies. Agent Screen Capture: Monitoring and improving agent performance is a continuous challenge in call center optimization. Call center optimization goes beyond minor operational adjustments.

Best practices 105

Best practices Call Center Interactive Voice Response First call resolution 105

SharpenCX

JULY 1, 2020

As perceptions about remote work shift, many companies are adopting blended models and adding more flexibility for their employees. And with companies working remotely more often, leaders are faced with managing new key challenges, like how to handle conflict in the workforce. Complications of Conflict and Remote Teams.

Contact Center 137

Contact Center Management call center workforce Morale 137

TechSee

JANUARY 11, 2021

The technology enables fast, intuitive guidance for a wide range of automotive use cases including vehicle onboarding , concierge services, troubleshooting, roadside assistance, and dealership support for issues with warranty claims, part recalls and inventory support. Web-based or app-based?

Automotive 109

Automotive Engineering Self service Enterprise 109

Hodusoft

FEBRUARY 9, 2022

New technologies are flooding the market with an intent to help the call center and contact center industry address its myriad challenges. Omnichannel Support. Customers these days are demanding chat options or interaction via a video platform with an agent to resolve more complex issues. Remote/Hybrid work support .

Contact Center 98

Contact Center Technology Contact center software Chatbots 98

UJET

MAY 19, 2020

Proper training and onboarding for support agents not only helps them get up-and-running faster and more efficiently, but it can also be the difference between an average and a great customer experience. And now, with support teams predominately remote, providing agents with the training they need has become even more essential.

Scripts 82

Scripts Best practices Coaching Education 82

Uniphore

DECEMBER 27, 2021

However, despite its newfound prominence, many help desks struggle to effectively resolve its employees’ issues. The two technology experts discussed the pandemic-fueled shift toward remote work—and how that shift has fundamentally reshaped IT help desk operations and expectations. More remote employees need more remote support.

Chatbots 84

Chatbots Engineering Self service Consulting 84

Momentum Telecom

MARCH 2, 2024

They then configure and optimize the network, monitor for and resolve issues, and provide regular reports on network performance. Managed SD-WAN services are especially useful for businesses without the internal IT resources to effectively manage an SD-WAN network. How Does Managed SD-WAN Solve Modern IT Challenges?

Management 52

Management Analytics Technology 52

Comm100

MARCH 30, 2021

– Customers love omnichannel because it improves the speed of service, and they can receive more helpful, personalized support. Recommended for you: Top 7 Customer Service Complaints & How Omnichannel Customer Engagement Can Resolve Them. Employees working remotely. Oh, and it’s free! ).

Chatbots 105

Chatbots Education Benchmark Personalization 105

NobelBiz

AUGUST 22, 2023

In addition, all the features and support processes were fine-tuned to maximize the efficiency, quality, and demands of voice traffic, both inbound and outbound. From startups to multinational corporations, VOIP’s penetration into the corporate world is deep and for all the right reasons.

voip 98

voip Telecommunications Contact Center Contact center software 98

NobelBiz

AUGUST 28, 2023

Alright, but first things first, we need to look at some of the most common challenges and pitfalls that are plaguing the contact center space. Alright, but first things first, we need to look at some of the most common challenges and pitfalls that are plaguing the contact center space. Watch the entire on-demand Webinar episode here.

Contact Center 98

Contact Center Multichannel Analytics Feedback 98

delighted

MAY 20, 2022

Startups are entering a new economic reality where funding rounds are more challenging to secure and consumer spending is rocked by the continued crises of the war in Ukraine, domestic inflation, and a pandemic now well into its third year. Top customer experience challenges startups face.

Customer Experience 92

Customer Experience Multichannel Feedback Marketing 92

ViiBE Blog

MAY 3, 2023

ViiBE Blog How to help customers get in contact with your remote customer support fast in B2B? Anna Gorina May 3, 2023 Share this article Contents Share this article Contents Enhancing the Digital Experience with Remote Assistance Free Retail E-book available now! Existing ways of contacting remote customer support 1.1.

B2B 52

B2B Customer Support Chatbots CRM 52

Certified Languages International

DECEMBER 22, 2023

With rising diversity in the United States, there is a growing need for banks to provide multilingual services and support. Implementing multilingual banking support by using professional translation services can improve customer retention, loyalty, trust, and business growth.

Banking 52

Banking Customer Experience Bilingual agents Customer retention 52

CSM Magazine

AUGUST 8, 2022

Additionally, VPNs can help to improve customer service by providing a way for businesses to connect with their customers remotely. By using a VPN, businesses can provide their customers with a secure connection that they can use to access their account information and resolve any issues they may be having.

Customer Service 52

Customer Service Government Personalization Accountability 52

UJET

MAY 19, 2020

Proper training and onboarding for support agents not only helps them get up-and-running faster and more efficiently, but it can also be the difference between an average and a great customer experience. And now, with support teams predominately remote, providing agents with the training they need has become even more essential.

Scripts 72

Scripts Best practices Coaching Education 72

Taylor Reach Group

APRIL 1, 2020

These same managers have seen their expertise and resolve put to the test in recent weeks due to COVID-19. And with effects of the virus being felt worldwide, contact center leaders are scrambling to support higher-than-projected call volumes in the wake of an ever-increasing risk of higher absenteeism.

Contact Center 137

Contact Center Average Handle Time Consulting Consulting 137

Fonolo

NOVEMBER 10, 2020

“I think that contact centers, in some cases, were not necessarily ready for what remote work would mean to them during the pandemic. “Organizations that had planned on years of eventual transformation were able to dedicate resources to do so in weeks. It’s Hard to Deny the Benefits of Remote Working.

Contact Center 135

Contact Center Consulting Consulting call center association 135

JustCall

NOVEMBER 22, 2022

Many companies have a dedicated customer support center with many employees to pick up customer calls. With a call center, calls are equally distributed among customer support executives. Customers often reach the customer support team for product/service issues. Companies offer a hotline or customer support number to customers.

Call Center 52

Call Center Interactive Voice Response Abandon rate Customer Support 52

NobelBiz

MARCH 5, 2024

At Nobel biz we know each contact center has specific needs, depending on its purpose, from sales and fundraising to customer support, appointments, debt collection, and so on. How do you navigate the sea of data to extract actionable insights and make informed decisions that propel your contact center forward?

Call Center 59

Call Center Contact Center Abandon rate Average Handle Time 59

Hodusoft

NOVEMBER 24, 2021

Along came the new struggles for call centers such as adjusting to remote work setups, technology adaptation challenges, and trying to stay afloat and keep the numbers up amidst financial upheaval. As the customer support function evolves, so do call center software features. Self Service Tools. Social Media.

Call Center 105

Call Center Interactive Voice Response call center software CRM 105

Playvox

FEBRUARY 16, 2024

Defining the strategy upfront and understanding the considerations and challenges will help ensure successful implementation of automated AI in quality management. Remote and hybrid agents need cloud-based tools and advanced technologies to support customers around the globe. A plethora of data are now available.

Quality management 75

Quality management Contact Center Management Best practices 75