Playvox

FEBRUARY 20, 2024

However, managing remote teams effectively comes with its own set of challenges. Hybrid work, which has also dramatically risen in popularity post-pandemic, is when companies offer employees a mix of both on-site and remote work options. The concept of remote teams and remote work has gained popularity for several reasons.

Management 88

Management Gamification Calibration Quality management 88

ShepHyken

AUGUST 6, 2021

Fortunately, there are plenty of helpful solutions available which can take this task off your hands! By finding an outsource call center to manage your customer services, you’ll be able to avoid those extra costs for employee equipment, training, and facilities that are involved with in-house teams. Maximized Time.

outsourcing 207

outsourcing Call Center Sales Customer Care 207

ShepHyken

MAY 6, 2022

He shares how you can improve your customer service strategy and team to take advantage of the benefits an exceptional customer service function has to offer. Companies are currently enjoying revenue increases as high as 80% off the back of efforts to enhance the customer experience they can offer. 1: Clear communication.

Customer Service 173

Customer Service outsourcing Construction Feedback 173

Zappix

MARCH 21, 2024

As we delve deeper into the digital age, customer expectations continue to soar, pushing companies to adopt new strategies and technologies to meet these demands. Hyper-Personalization Personalization has been a buzzword in customer service for some time now, but in 2024, it’s taking on a whole new level.

Customer Service 52

Customer Service Self service Chatbots Analytics 52

TeamSupport

OCTOBER 4, 2022

A company's ability to provide an ideal B2B customer support experience is only capable of going as far as it can meet customer expectations. To this end, a ticketing management system, or the team behind it, needs to also manage customer expectations. Customers also expect solutions and answers at the speed of light.

Management 126

Management B2B Customer Support Customer centricity 126

TeamSupport

NOVEMBER 18, 2022

That means your support team is getting more emails, more requests, more everything. Chances are that your support team is already getting hammered by the sheer volume of customer issues, not to mention the potential for complexity. 46% of companies report growth in assisted support demand. Support demand is rising.

Upselling 98

Upselling Customer Support B2B Customer Experience 98

CSM Magazine

FEBRUARY 21, 2024

Modern web development is an important cornerstone of industry-specific importance with which companies design competitive advantages in their fields. IT Craft has gone through FinTech development that covers a whole range of services — from secure transaction processing to financial planning tools to investment platforms.

Finance 52

Finance Healthcare Banking Education 52

Fonolo

AUGUST 29, 2018

For years we have been preaching that it is the whole experience, including back office and billing, that the affects the customer and we are gratified to see that organizations have come this realization. I’ll offer up two pieces of advice on how to motivate your contact center team. Learn more about Bill here and here.

Contact Center 271

Contact Center Brand ambassadors Morale Telemarketing 271

Hodusoft

FEBRUARY 4, 2024

Transforming CX: A Glimpse into HoduSoft's Next-Gen Communication Solutions at the Digital CX Summit 2024 In today’s swiftly evolving digital communication landscape, customers have access to more information and options to choose from. They will provide live demos and information on HoduSoft’s advanced communication solutions.

Contact center software 52

Contact center software Contact Center CRM Analytics 52

Revation Systems

FEBRUARY 21, 2024

Banner decided to upgrade its Transfer Center’s Voice over IP (VoIP) solution to better support its care mission. Larsen’s team did not consider their legacy VoIP system, Genesys Cloud, to be resilient enough. His team chose LinkLive for the updating and automating of the Transfer Center’s UC functions. He said, “We’re reliable.

Healthcare 62

Healthcare voip Technology Sales 62

BlueOcean

OCTOBER 4, 2023

And how do offshore solutions, interpreters, and texting play a role? The Impact of Bilingual Support on the Customer Experience When a bilingual solution is offered to the customer, companies quickly find that quality scores increase accordingly. But what mix of live agents versus AI is best for your business?

Customer Support 124

Customer Support Bilingual agents outsourcing Contact Center 124

Fonolo

JANUARY 12, 2021

So competitive that VHT sued them , and then Genesys sued them back; it was a whole thing. We’re a paid add-on product with more data and reliability — and a team dedicated to helping you use them most effectively. But that’s all water under the bridge, and everyone is friends again. Avaya Virtual Hold Competitor.

Automatic Callback 137

Automatic Callback Cloud contact Contact Center Interactive Voice Response 137

Interaction Metrics

JUNE 19, 2023

Companies with an appointed CX director aim to improve customer relationships at all touchpoints, not just the products and websites. Companies that employ UX designers strive to build interfaces that are straightforward and easy to use. As customers, we have all felt the difference when a company makes UX a priority.

Engineering 62

Engineering Surveys Government Metrics 62

Kayako

JANUARY 17, 2018

That involves a whole lot more than just your customer service or support team. Creating an effortless customer experience is the whole company’s stance. Everyone in your company, from CEO on down, should look at effortless customer experience as the #1 goal. Share Performance with the Whole Company.

Customer Experience 179

Customer Experience Customer centricity Education Sales 179

JustCall

OCTOBER 22, 2023

Their whole operation is user-centric and can make a huge difference in a company’s performance. According to Salesforce’s 2022 report , 73% of customers expect companies to understand their unique needs and expectations. Hence, each company must establish a customized strategy for performance tracking and measurement.

Contact Center 52

Contact Center Contact center software Abandon rate Analytics 52

Lumoa

MAY 5, 2022

A company that delivers on the customer promise and delights customers with positive moments. Therefore, in addition to the overall strategy at the company level, there may be a need to develop business strategies and functional and operational strategies. The main responsibility belongs at the very top and in the management team.

Customer Experience 110

Customer Experience Consulting Consulting B2C 110

Customer Service Life

MAY 16, 2022

The first time she got out, we just put the brick in the wrong place and found that she had moved a couple of feet into the neighboring fish tank, enjoying the warm water, and keeping our Betta named “Shrimpy” company. This whole experience got me thinking about my work in customer support and customer experience.

Feedback 122

Feedback Engineering Customer Experience Accountability 122

Global Response

AUGUST 7, 2023

Empowerment also means creating a company culture that rewards and prioritizes continuous improvement, learning from one another and creating development and growth opportunities for all team members. Here are some of the key strategies we use to support and empower our agents. Encourage autonomy and decision-making.

Call Center 62

Call Center Agent Empowerment Average Handle Time Feedback 62

Totango

APRIL 15, 2022

As with any new technology solution or tool, you need to make sure you are asking the right questions and looking for the right features when evaluating a new customer success platform. Growth : Facilitate growth and scale as your company grows in both functionality and price. Will it work for my team? Is it well-respected?

Customer retention 84

Customer retention Enterprise Analytics Personalization 84

JivoChat

APRIL 5, 2023

Many companies offer health insurance for their employees, and even for the ones who work remotely. That’s a way to show they are valued, and also help your team feel safer and motivated for being part of a company that takes care of them.

Healthcare 75

Healthcare Technology 75

ChurnZero

JUNE 14, 2023

How should I wrangle a constricted company budget to outlast 2023? Older research from Fred Reichheld of Bain & Company showed that, in financial services, “a 5% increase in customer retention produces more than a 25% increase in profit.” It’s a company-wide goal, but the team in the spotlight is customer success (CS).

Finance 52

Finance Surveys Sales Customer centricity 52

Lumoa

MARCH 8, 2023

And there are many things that telcos can learn from companies in other sectors and vice versa. This is easier said than done, especially for the bigger companies with well-established protocols, but change is imperative for future success. Internal teams struggle to deliver relevant feedback to the right groups.

Customer centricity 83

Customer centricity Feedback Telecommunications Customer Support 83

TeamSupport

MARCH 31, 2021

When customers can find the answers they need for simple problems without calling the support team or submitting a ticket, your team has more time to focus on solving bigger issues and being proactive in managing the customer experience. It can be hard to find the best solution when it comes to handling customer service issues.

Self service 98

Self service Customer Support Interactive Voice Response B2B 98

Creative Virtual

DECEMBER 21, 2020

As we approach the end of 2020, the whole Creative Virtual team around the world want to say thank you to all our blog readers, customers and partners for joining us on this roller coaster of a year!

Virtual Agent 98

Virtual Agent Chatbots Education Technology 98

TeleDirect

OCTOBER 23, 2023

Instead of rushing to answer phones at all hours, your team can focus on providing the best products and services that define your brand. Essentially, they are a part of your team and an extension of your brand. Unless, of course, you’re already working with a trusted customer support outsourcing team.

outsourcing 62

outsourcing Customer Support Call Center Customer Service 62

Help Scout

SEPTEMBER 21, 2021

Customer success teams often have a range of responsibilities, depending on the team’s age, the size of the company, and what type of product they are supporting. For instance, customer success may be responsible for implementation, onboarding, and lifecycle management at some larger companies.

Education 103

Education Accountability Benchmark Sales 103

Lumoa

JUNE 23, 2021

Developing a diverse and inclusive culture not only forms a team that reflects the marketplace, but creates an environment where employees bring their whole selves to work – ultimately yielding more productive employees and more creative teams. Diversity in customer experience is about who’s on your team.

Customer Experience 83

Customer Experience Government Accountability Engineering 83

ClientSuccess

FEBRUARY 8, 2023

GRR : gross renewal rate (GRR) measures the percentage of your customers who renew within a given time frame and can be a good indicator of the level of service your team is providing to customers. If your company is B2B, this could be interpreted as average revenue per logo. Did they achieve these outcomes?

Metrics 75

Metrics Upselling B2B SaaS 75

Spearline

FEBRUARY 2, 2022

As recently announced , Spearline acquired testRTC, a recognised leader in the provision of WebRTC testing solutions to the UCaaS, CCaaS, CPaaS and enterprise markets. A solution built for the new generation of WebRTC-based communications applications. The world’s most powerful WebRTC testing and monitoring platform.

Self service 98

Self service Enterprise Contact Center Metrics 98

Nicereply

APRIL 11, 2022

You start with a problem, find the root cause, and look for a solution. If there’s one thing that’s undoubtedly true about customer support, it’s that it’s a team sport. Though many support agents are individual contributors , they rely on their teams as a whole to deliver outstanding support. Persistence.

Customer Support 97

Customer Support Engineering Time management Self service 97

Aspect

MARCH 30, 2020

Last week I discussed that Business Continuity for both Aspect as well as our customers has taken on a whole new dimension. Better yet, we have learned that the term “business continuity” has become an assumed deliverable by all companies. I could not be more proud of the Aspect Customer Care team.

Government 153

Government Contact Center Education Consulting 153

ClientSuccess

DECEMBER 21, 2021

Instead, customer success leaders lean on hard numbers, insights, and data to help steer their team’s decision-making. GRR: gross renewal rate (GRR) measures the percentage of your customers who renew within a given time frame and can be a good indicator of the level of service your team is providing to customers.

Metrics 100

Metrics Upselling B2B SaaS 100

Quality Contact Solutions

SEPTEMBER 28, 2022

It’s an opportunity to prove to the client that you’re a valuable member of the team. And although we’re not the ‘face’ of the company that many see, all it takes is some bad data to make you very visible. Sending good quality data is not only a reflection on the company, but a reflection of yourself.

Telemarketing 98

Telemarketing Sales Contact Center Management 98

Lumoa

FEBRUARY 16, 2023

It will help you gather valuable feedback, identify customer pain points, and work towards better solutions. In recent years, VoC has gained popularity as new technologies have expanded how companies receive and process customer feedback. One of the best analysis techniques available is the voice of customer (VoC) template.

Feedback 94

Feedback Best practices Analytics Surveys 94

Blueship Call Center

OCTOBER 9, 2023

As one of the primary factors in determining a company’s success, providing excellent customer service must be continuously improved. Top call center outsourcing companies provide exceptional customer service, it’s reasonable to anticipate sales growth of 20% or more of overall business revenue.

outsourcing 75

outsourcing Call Center Customer Care Coaching 75

CSM Magazine

FEBRUARY 7, 2024

It is the beginning of another year and it is time to start with some new strategies for talent acquisition and recruitment teams. By utilizing technology that enables recruiters and hiring managers to execute results-focused strategies, HR leaders are ensuring that their candidate management system solutions work smarter and faster.

Analytics 52

Analytics Education Marketing Technology 52