Vistio

MARCH 11, 2024

This guide will walk you through some key indicators that your agent training is effective, along with tips and strategies to ensure you’re getting the most out of your training efforts. Additionally, your employees’ feedback is a valuable resource when revising training programs.

First call resolution 52

First call resolution Contact Center Best practices Coaching 52

Toister Performance Solutions

MARCH 2, 2023

Agent burnout can lead to: Poor customer service Chronic absenteeism Turnover The survey investigated what factors made agents more at risk of burning out, and what factors made them more resilient. Is burnout gripping your contact center? That spells trouble for contact centers. You can download the complete study here.

Contact Center 101

Contact Center Agent burnout Surveys Accountability 101

ShepHyken

APRIL 28, 2023

Here’s what we’ll cover: What are customer service standards? Why customer service standards matter Top customer service standards How to meet top customer service standards FAQs References and further reading What are customer service standards? Angry customers want to feel heard.

Customer Service 161

Customer Service Accountability Self service Customer Support 161

AWS Machine Learning

APRIL 22, 2024

To solve this pain point, we can use Lightweight Directory Access Protocol (LDAP) and LDAP over TLS/SSL (LDAPS) to integrate with a directory service such as AWS Directory Service for Microsoft Active Directory. What you are about to enter is what is called a Distinguished Name or a DN. For Port , enter 636. Choose Add.

Scripts 74

Scripts Engineering Management Benchmark 74

SharpenCX

JANUARY 3, 2022

Remote work is here to stay for many industries, but even more so, the future is a flexible workforce. First, What is the Gig Economy? Step Three: Bulk up your internal resources so agents have access to SOPs and common customer questions. Read Next: Three Strategies You Need to Manage Thriving Remote Teams (+ Resources).

Contact Center 128

Contact Center Call Center Healthcare Cloud contact 128

Fonolo

JUNE 22, 2021

Getting started is easy: you can read all about it in our latest practical guide, How to Foster Engagement in a Hybrid Contact Center , a rich report offering concrete insights and best practices for supporting your employees whether they’re in-office or remote. How to Foster Agent Engagement in a Hybrid Contact Center.

Call Center 151

Call Center call center software Employee engagement Gamification 151

TechSee

MARCH 31, 2020

In the current crisis, it’s even harder to support customers who are already highly emotional and starting to panic because they can’t operate a vital device or access a vital service. Companies also working with limited resources. The concept of Remote Visual Assistance couldn’t be simpler. Remote Support.

Telecommunications 145

Telecommunications Enterprise outsourcing Surveys 145

Global Response

FEBRUARY 26, 2024

Understanding customer service excellence The first step is to truly understand what makes excellent customer service. So just what is high-quality customer service? Tools like video conferencing and remote desktop access allow businesses to offer in-depth support for remote workers and customers.

Call Center 62

Call Center Customer Service outsourcing CRM 62

TechSee

SEPTEMBER 9, 2020

This tenant-first philosophy applies to both the private and public housing sector and requires the creation of a new kind of digital tenant experience – everything from live chat and online knowledge resources to self-service portals. x things by themselves with remote guidance than have an engineer visit indoors.

Management 145

Management Engineering voip outsourcing 145

Momentum Telecom

OCTOBER 19, 2023

Download our FREE Guide to Managed Network Solutions The need for secure and cost-effective business networks is growing. Employees are working remotely. Global Internet Access and Transport Momentum’s global interne t is a solution that provides scalability, diversity, and ease of integration.

Management 52

Management Transportation outsourcing Enterprise 52

Global Response

FEBRUARY 26, 2024

When you need urgent access to care, you need urgent access to care immediately. That’s why medical call centers are such powerful resources. It’s the kind of care we all hope to have access to. It’s the kind of care we all hope to have access to. Ready to perfect your CX?

Best practices 62

Best practices Call Center Healthcare Education 62

NobelBiz

OCTOBER 17, 2023

Remote Work Challenges The paradigm shift towards remote work has posed unique challenges for industries globally. For call centers, ensuring that remote agents have access to consistent, reliable, and secure technology is of utmost importance.

Call Center 59

Call Center Management Contact Center Analytics 59

COPC

MARCH 11, 2024

This guide sheds light on the multifaceted nature of employee retention, aiming to enhance customer satisfaction and other key performance indicators through careful questioning and thoughtful leadership actions. Should this role be fully in-office, hybrid, or remote? To address this issue, COPC Inc. See Figure 2.

Call Center 98

Call Center Gamification Coaching Employee engagement 98

CCNG

JANUARY 4, 2023

What is less consistent is the utilization of advanced tech­nology to provide knowledge to both agents and custom­ers in user-friendly, accurate ways. Scaling the Experience Wall If all the information that customers needed could be easily accessed by them through automated means, then everyone would be happy. Technology, 39.4%

Customer Experience 195

Customer Experience Contact Center CCNG Self service 195

Hodusoft

JULY 19, 2023

In-Depth Guide: Inbound Call Center Software Inbound call center software is an essential tool for delivering optimal customer service. We are going the cover the following points- What is inbound call center software? It is designed to help businesses in efficient management and handling of large volumes of incoming customer calls.

call center software 98

call center software Call Center Interactive Voice Response Average Handle Time 98

ShepHyken

APRIL 27, 2020

Each week I read a number of customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. In the words of the company executives”… We’re fortunate to now have access to capital that others do not.

Customer Service 201

Customer Service Government Coaching Customer Experience 201

NobelBiz

FEBRUARY 27, 2024

Table of Contents What is Call Center Optimization? Organizations achieve this by integrating technology, refining processes, and deploying innovative human resources strategies. Organizations achieve this by integrating technology, refining processes, and deploying innovative human resources strategies.

Best practices 105

Best practices Call Center Interactive Voice Response First call resolution 105

COPC

NOVEMBER 15, 2023

Concluding the series is the “ Leader’s Guide to Call Center Retention ,” a comprehensive resource that spans from recruitment and hiring processes to onboarding and the initial 90-day period. The guide will focus on aligning expectations, skills, and engagement for successful call center operations.

Call Center 95

Call Center Employee engagement Best practices Contact Center 95

Momentum Telecom

OCTOBER 23, 2023

What Are SD-WAN Services? The days when all networks operated within a data center and were accessed by users in branch offices using direct connections are gone. For example, the resources required to run a video meeting can receive precedence over the delivery of an email.

Technology 52

Technology Enterprise Accountability Management 52

TechSee

FEBRUARY 9, 2021

Remote Visual Assistance: Build vs Buy. Remote visual assistance is an increasingly popular technology that enhances the customer service experience with remote tools — such as video, augmented reality, and computer vision. What is the timeline required for the technology? Still, there is a choice. Release time.

CRM 109

CRM Technology Self service Best practices 109

Fonolo

JANUARY 31, 2023

Read on for our complete guide, where we’ll explore all the best practices. What is Call Center Training? How to Teach Call Center Soft Skills The Most Common Call Center Training Methods When planning your call center training, you will want to consider what type of method you plan to use. Don’t just pick one.

Call Center 141

Call Center Contact Center Coaching Gamification 141

NobelBiz

AUGUST 22, 2023

Understanding the Basics: What is VOIP? This system automatically guides calls through the most economically advantageous route whenever they’re made within geographical areas covered by multiple carriers. What sets NobelBiz apart in this regard is its pioneering status as the sole telecom provider to offer such a service.

voip 98

voip Telecommunications Contact Center Contact center software 98

Fonolo

APRIL 29, 2021

If you’re thinking of launching your own call center, here’s a guide to help you calculate the costs involved. What are your goals for your call center? Why the Future of the Contact Center is Remote. Remote/virtual. More call centers than ever have switched to a remote set-up, thanks to the pandemic.

Call Center 128

Call Center outsourcing CRM Technical Support 128

AWS Machine Learning

JANUARY 26, 2024

This post provides three guided steps to architect risk management strategies while developing generative AI applications using LLMs. What are some ways to implement security and privacy controls in the development lifecycle for generative AI LLM applications on AWS? Security is a shared responsibility between AWS and AWS customers.

Best practices 121

Best practices Government Engineering Accountability 121

CSM Magazine

MARCH 6, 2024

Tracking software shows you who’s doing what and highlights how different tasks interlink and depend on each other. Managers have access to clear data regarding an employee’s performance over time. Remote Work Becomes More Manageable Managing a team you can’t physically see can be a headache.

industry standards 52

industry standards Benchmark Coaching Accountability 52

JustCall

OCTOBER 26, 2023

In this guide, we will look at the key challenges of offering on-the-go support for iOS customers in particular and look at relevant solutions to make the experience hassle-free for users. Remote Troubleshooting: When customers are on the go, they may need assistance for issues instantly.

Customer Support 52

Customer Support voip Contact Center Self service 52

TechSee

AUGUST 31, 2022

Download our complete guide on choosing a visual assistance solution for your business. Ask what KPIs they measure internally to track your adoption progress, and how they help your adoption laggards understand the performance improvements the early adopters are enjoying. What can I expect over the first 3, 12 and 36 months?

APIs 109

APIs Enterprise Technology Self service 109

NobelBiz

AUGUST 28, 2023

The idea to put together this article was inspired by one of our webinars, where Christian Montes and Mike McGuire shared some amazing insights about what makes a contact center tick and how to increase its overall metrics and performance. Back in 2021, a whopping 64% of agents were already rocking the remote work vibe.

Contact Center 98

Contact Center Multichannel Analytics Feedback 98

JustCall

MARCH 13, 2023

Wondering why is remote work important to you and what it takes, developing a remote work strategy? In this guide, we will offer useful insights into why is remote work important and how overcoming remote work challenges is possible with the right strategies. Why is working remotely important?

Transportation 40

Transportation Education Time management Call Center 40

Certified Languages International

MARCH 24, 2020

While many in the industry have been slow to embrace remote interpreting , the current health crisis has shed light on its benefits, especially in medical settings where the stakes are higher than ever. CLI has been proud to embrace remote interpretation for over 23 years. Keep resources within reach. Their top 3 tips are below!

Calibration 70

Calibration Best practices Technology Personalization 70

TechSee

JANUARY 11, 2021

Visual Assistance is an emerging technology that allows automotive original equipment manufacturers (OEMs) to visually guide and collaborate with owners, dealers and team members. Visual assistance technology is an evolving market, with many companies offering ‘see what your customer sees’ solutions. Web-based or app-based?

Automotive 109

Automotive Engineering Self service Enterprise 109

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. Even many of the traditional IT setup, maintenance, and support tasks that were very straightforward become more complex when performed remotely. How can IT support use Visual Assistance?

Self service 109

Self service Best practices Technology Analytics 109

JivoChat

FEBRUARY 22, 2023

This guide will provide you with a comprehensive step-by-step overview of everything you need to know about outsourcing your ecommerce in 2023 - from choosing the right partner and evaluating prospective services to implementing cost-effective strategies for maximum return on investment. What Is Outsourcing? from 2023 to 2030.

outsourcing 82

outsourcing SaaS Accountability Analytics 82

NobelBiz

NOVEMBER 27, 2023

This comprehensive guide explores the nuances of advanced call logging and how it can revolutionize your business operations. This comprehensive guide explores the nuances of advanced call logging and how it can revolutionize your business operations. This information is essential for effective resource allocation and scheduling.

Call Logging 59

Call Logging voip Contact center software CRM 59

Eptica

MAY 20, 2020

What is the customer experience of knowledge in the COVID-19 era and what lessons are there for businesses? 57% want to access knowledge via company websites , rather than having to email or call, as this gives the ability to find answers to their own questions themselves without relying on companies to respond.

Best practices 127

Best practices Banking Self service Surveys 127

ViiBE Blog

DECEMBER 21, 2020

What is a Truck Roll? Dispatch-heavy organizations like digital service providers report 25% of truck rolls as non-value added (NVA) and an immense waste of resources. Dispatch-heavy organizations like digital service providers report 25% of truck rolls as non-value added (NVA) and an immense waste of resources. billion by 2024.

Best practices 98

Best practices Metrics Average Handle Time Technology 98

aircall

AUGUST 30, 2021

If you’re a new manager of a remote team or a work-from-home veteran, check out Aircall’s free toolkit on how to build and manage effective remote teams. As the manager of a remote team, developing and promoting this type of culture is an especially important task. You can find him on Twitter @JustinRChampion.

Feedback 133

Feedback Management CRM Technology 133