TechSee

APRIL 9, 2024

In the world of customer service and technical support, a significant challenge often goes unaddressed: the visual gap. This gap represents the disconnect between customers and service agents, where words fail to convey the full picture of an issue or solution. Enter visual assistance, a game-changer for both customers and providers.

Technical Support 124

Technical Support Metrics Technology Customer Service 124

NobelBiz

APRIL 30, 2024

AI-based call centers are revolutionizing how businesses interact with their customers. The customer service you provide will either make or break your brand. From improving response times to personalizing interactions, artificial intelligence is now setting new standards in customer service efficiency and effectiveness.

Call Center 103

Call Center Chatbots Virtual Agent Contact Center 103

NobelBiz

APRIL 30, 2024

AI-based call centers are revolutionizing how businesses interact with their customers. The customer service you provide will either make or break your brand. From improving response times to personalizing interactions, artificial intelligence is now setting new standards in customer service efficiency and effectiveness.

Call Center 94

Call Center Chatbots Virtual Agent Contact Center 94

Comm100

APRIL 2, 2024

Customer satisfaction (CSAT) scores are a vital metric for any business trying to track and improve their customer service and support. The scores provide a snapshot of how satisfied your customers are with your products or services, indicating areas of success and those needing improvement.

Wait times 89

Wait times Feedback CRM Surveys 89

TechSee

APRIL 22, 2024

In today’s fast-evolving service landscape, companies are continuously innovating to improve customer experience (CX). For CX enhancements to truly impact your business, they must be readily adopted by both customers and service agents. The last thing these customers want is a bigger headache when trying to solve their problem.

APIs 109

APIs Scripts Technology Best practices 109

Totango

NOVEMBER 15, 2023

Totango’s customer success software drives cross-functional enterprise teams toward enhanced productivity, retention, and growth. The best of customer success At Totango, we know just how important it is for customers to receive not only a high-quality product but one that has been thoroughly vetted by their peers.

Enterprise 112

Enterprise Best practices Feedback Education 112

COPC

MARCH 11, 2024

The essence of effective leadership is the ability to ask discerning questions and act to cultivate an environment of growth and satisfaction. The Proof is in the Data Figure 1 provides a definitive snapshot of how job satisfaction influences employees’ intentions to stay with their current employers. How do we know?

Call Center 98

Call Center Gamification Coaching Employee engagement 98

CSM Magazine

APRIL 29, 2024

Owning our mistakes is a critical step in service recovery—and service recovery is critical to the success of your business, no matter what that business is. When you make a mistake, you can either solve it and keep the customer, or you can say goodbye. Act quickly Listen to what the customer has to say while describing the problem.

Airlines 104

Airlines Accountability Management Customer Service 104

Fonolo

MARCH 16, 2023

Your contact center may run like clockwork, with engaged agents answering calls quickly, solving problems, and creating satisfied customers in record time. I think the more companies focus on customer care analytics over marketing analytics, the better. FACT: KPIs change, but one thing stays the same: customers hate hold time.

Contact Center 151

Contact Center Average Handle Time First call resolution Metrics 151

NobelBiz

DECEMBER 11, 2023

Call flows play a vital role in seamlessly directing customer calls to the right place within your organization. They act as pathways that guide calls from the very beginning to a successful resolution, ensuring a seamless and efficient customer experience. This can be a local, non-geographic, or custom vanity number​​.

Call flow 105

Call flow Interactive Voice Response Customer Experience Contact Center 105

NobelBiz

FEBRUARY 27, 2024

When companies implement specific tools and best practices, they can significantly improve their customer experience (CX), increase agent performance, and ensure high-quality service. It represents a holistic approach that is aimed at transforming call center functions into a streamlined, customer-focused powerhouse.

Best practices 104

Best practices Call Center Interactive Voice Response First call resolution 104

C3Centricity

MARCH 12, 2024

The answer is that a business can benefit from technology in this digital age to attract high-quality traffic and engage customers effectively. This guide is for all executives who recognize the critical role that strategic, data-driven customer engagement plays in their company’s success.

Entertainment 90

Entertainment Engineering Marketing Analytics 90

Playvox

MARCH 12, 2024

Agent motivation in a call center is crucial for driving employee engagement, enhancing customer satisfaction, and increasing overall performance. This, in turn, leads to higher customer retention and increased profitability for the business. The importance of agent motivation in a call center cannot be overstated.

Morale 78

Morale Gamification Contact Center Quality management 78

NobelBiz

NOVEMBER 13, 2023

As businesses prioritize customer satisfaction, understanding the nuances of measuring Customer Experience Return on Investment (CX ROI) has emerged as a strategic imperative. Customers who enjoy positive interactions are more likely to become repeat buyers, brand advocates, and contribute to a lower churn rate.

Customer Experience 111

Customer Experience Contact Center Call Center Revenue potential 111

Global Response

MARCH 13, 2024

Creating a seamless, personalized customer experience (CX) is one of the most crucial investments businesses can make today. It distinguishes you from competitors, fosters customer loyalty, and, ultimately, determines business success. This requires robust tools to gather and analyze customer feedback and data.

outsourcing 62

outsourcing Best practices Feedback Customer retention 62

CSM Magazine

APRIL 5, 2024

Delivering high-quality products and services has become paramount for businesses to stay competitive. Cost Efficiency: Outsourcing QA gives companies access to special expertise without incurring the high overhead costs of having a permanent QA team inside the company.

outsourcing 52

outsourcing Engineering Marketing Customer Service 52

Global Response

FEBRUARY 26, 2024

In today’s world, customers expect not only excellent products but also excellent service. Quality customer service matters; just look at the numbers: 83% of customers are more loyal to businesses that respond to and resolve their complaints. So just what is high-quality customer service?

Call Center 62

Call Center Customer Service outsourcing CRM 62

Comm100

APRIL 22, 2024

The productivity of your customer service agents directly impacts your company’s success. This can directly lead to improved customer satisfaction, increased sales, and more repeat business. High workloads, outdated or inadequate technological tools, and lack of adequate training are among the primary obstacles.

Chatbots 52

Chatbots Feedback Customer centricity Wait times 52

Outsource Consultants

APRIL 18, 2024

Take Customer Satisfaction (CSAT), for instance. To illustrate, consider a cleaning service: achieving high CSAT scores is intrinsically linked to successfully resolving issues on the first attempt (akin to effectively cleaning a space). CSAT (Customer Satisfaction Scores): Reflects overall satisfaction with your service.

Metrics 67

Metrics Abandon rate Call Center Average Handle Time 67

CSM Magazine

FEBRUARY 6, 2024

AI-powered chatbots have made significant progress in customer service over the years. Although digital customer service solutions can be quick and efficient, they often offer generic and automated responses that are not personalised to individual customers.

Customer Service 98

Customer Service Chatbots Technology Sales 98

COPC

JANUARY 15, 2024

In the first installment of this series, “Call Center Attrition: Avoid the Dilemma of First-day Ghosting,” we provided an actionable overview of creating an accurate job description and implementing a successful preboarding program to prevent attrition before day one.  

Best practices 78

Best practices Employee engagement Coaching Feedback 78

Global Response

FEBRUARY 26, 2024

Let’s explore the ins and outs of medical call centers, how they can benefit your practice, and offer some tips for success. Save money and increase sales with a brand-obsessed, people-first team that delivers a high-touch, superior customer experience, every time. It’s the kind of care we all hope to have access to.

Best practices 62

Best practices Call Center Healthcare Education 62

Totango

DECEMBER 20, 2023

We are delighted to share that Totango was recognized in the G2 Winter 2024 reports for its exemplary performance in the customer success software category. These accolades highlight our product’s user-friendly nature and our team’s relentless efforts to ensure a smooth setup process for our customers.

Enterprise 108

Enterprise Customer centricity Benchmark Upselling 108

TeamSupport

JUNE 29, 2023

Does your customer service software help you measure customer expectations? Understanding the relationship between customer expectations and customer satisfaction is crucial to business success. What’s The Benefit Of Focusing On Customer Satisfaction?

Upselling 97

Upselling Metrics Chatbots Customer Support 97

Playvox

FEBRUARY 13, 2024

In an economy that’s pitched more than a few curveballs over the last five years, retaining and growing a loyal customer base is consistently a winning business strategy. How Do You Identify Top Customer Service Talent? Are you trying to boost customer sentiment ? Do you want to improve overall customer experience?

Contact Center 88

Contact Center Gamification Coaching Feedback 88

NobelBiz

DECEMBER 19, 2023

Have you ever wondered how call centers manage the overwhelming number of customer calls, especially those tricky situations that require immediate attention? It is like a relay race, where the baton of customer queries is passed on to the right expert swiftly and efficiently. This is where escalation management comes into play.

Call Center 105

Call Center Management Wait times Contact Center 105

Global Response

DECEMBER 21, 2023

Can help desk outsourcing really make a difference on customer satisfaction? Whether you get tons of help desk requests or just a few, dealing with them often causes a lot of frustration to your customers—which is compounded if they can’t get quick and efficient resolution. LET’S CONNECT Scalability and flexibility.

outsourcing 62

outsourcing Abandon rate Technical Support First call resolution 62

Global Response

FEBRUARY 28, 2024

With limited staff and resources, small businesses often struggle to provide high-quality customer support and stay focused on core business practices. This often leads to delayed response times, missed calls, and, ultimately, dissatisfied customers. As your business grows, the need for customer support will also increase.

Call Center 62

Call Center Customer Experience outsourcing Brand ambassadors 62

COPC

MAY 23, 2023

This article uses insights from the following research to reveal the quantifiable impact of contact center team leaders on employee satisfaction, retention and performance. Global Benchmarking Series, Contact Center Training and Development Research shows that an effective team leader can help improve employee satisfaction and retention.

Contact Center 88

Contact Center Employee engagement Coaching Benchmark 88

Helpware

JANUARY 30, 2024

What are customers seeking when they contact a CSR? It’s a no-brainer that the secret sauce to success in customer service has one evident and basic element: clear and understandable communication. It's a strategic investment because overall customer satisfaction is at stake.

Contact Center 81

Contact Center Technology Coaching Customer Service 81

Win the Customer

DECEMBER 11, 2023

In the evolving landscape of business, customer experience (CX) has emerged as the linchpin for success. For senior service managers, the ability to understand, measure, and enhance customer engagement is pivotal. Customer Effort Score (CES) The ease with which customers can interact with your services or products is paramount.

Customer Experience 69

Customer Experience Management Journey mapping Customer centricity 69

COPC

NOVEMBER 2, 2022

You know the adage, “happy employees = happy customers.” Most organizations realize that customer experience (CX) is a key differentiator, particularly with growing competition and customer expectations. It is easy to say that customer and employee experience are important and may even be part of a mission statement.

Employee engagement 90

Employee engagement Brand ambassadors Surveys Contact Center 90

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