CCNG

JANUARY 4, 2023

Elevating the Customer Experience (CX) is an obsession for the contact center industry, and rightly so. The experiences that customers have with your contact center condition the way they think about you as a supplier of goods and services and as a trusted part­ner in providing the things that they need and want in their lives.

Customer Experience 195

Customer Experience Contact Center CCNG Self service 195

ShepHyken

AUGUST 12, 2022

This week we feature an article by Soumya Juttukonda, a content developer & digital media strategist at Knowmax , an AI enterprise knowledge base solution to enhance customer service. She shares how you can reduce customer support tickets and enhance customer experience. Map the customer journey.

Customer Support 173

Customer Support Self service Journey mapping Wait times 173

Fonolo

MARCH 2, 2023

Our influencers discuss how digital transformation is fast-tracking changes to the agent’s role, and why you need to take your customer service to social media. The rise of artificial intelligence and its impact on self-service was a huge topic of interest. Customers love it. And not a moment too soon.

Contact Center 141

Contact Center Self service Chatbots Consulting 141

ShepHyken

OCTOBER 1, 2021

This week we feature an article by Jason Grills, Customer Support Expert at ProProfs , a company that provides software that empowers organizations to deliver happiness to their customers and employees. He writes about what automated customer service can do for your business. What is Automated Customer Service? .

Customer Service 391

Customer Service Chatbots Interactive Voice Response Customer Support 391

ShepHyken

JUNE 4, 2021

This week we feature an article by Pratik Salia, a CX professional and Assistant General Manager at Knowmax. He discusses why first call resolution is important and what companies can do to resolve their customers’ queries in the first call. As the means of customer support are evolving, so is the significance of FCR.

First call resolution 196

First call resolution Management Chatbots Self service 196

Callminer

OCTOBER 11, 2018

From essentials like average handle time to broader metrics such as call center service levels , there are dozens of metrics that call center leaders and QA teams must stay on top of, and they all provide visibility into some aspect of performance. Kaye Chapman @kayejchapman. Nate Masterson @MapleHolistics. Nate is from Riverdale, NY.

Call Center 561

Call Center Metrics Contact Center Wait times 561

TechSee

AUGUST 14, 2023

TechSee’s Annual Influencer List For a second year, everyone at TechSee is proud and excited to share our annual list of influential leaders in the space of digital customer service. Their knowledge and impact is constantly reshaping the service industry. Before joining HotDoc, Agnes spent 4 years at Apple.

Customer Service 207

Customer Service Customer centricity Contact Center Consulting 207

Playvox

MARCH 5, 2024

This definitely applies to customer needs and preferences, and contact centers are constantly striving to stay one step ahead of evolving customer requirements. A desire for instant-access self-service options is shifting how customers want to engage. One thing that’s certain is change.

Quality management 78

Quality management Management Contact Center Coaching 78

Myra Golden Media

APRIL 11, 2023

With customer expectations rising and budgets tightening, contact centers are under pressure to deliver excellent service while reducing costs. Contact centers can optimize performance by implementing a training program that focuses on developing the skills and knowledge of your agents. But how can they achieve this?

Average Handle Time 156

Average Handle Time Contact Center First call resolution Analytics 156

Fonolo

JANUARY 31, 2024

If you take a tech tool like ChatGPT and ask it about call abandonment in the contact center, the AI-powered bot will give you an earful about one of the most persistent problems in the customer service industry. Workforce management software and smart call routing tools can help ensure better CX in this situation.

Abandon rate 81

Abandon rate Abandon Call Contact Center Interactive Voice Response 81

Global Response

MARCH 26, 2024

Most customers who call your business have already exhausted all other options. At this moment, it’s critical that your customer service agents are able to resolve the issue quickly and efficiently. How can you improve FCR rates and retain satisfied customers? Enhance agent training and knowledge.

First call resolution 62

First call resolution Interactive Voice Response CRM Chatbots 62

Fonolo

NOVEMBER 22, 2022

This is especially true for contact center and customer service professionals – after all, customer behavior is constantly shifting, and it’s critical for businesses to meet their expectations. Fortunately, e-learning has made call center management courses more accessible than ever. Top 7 Call Center Management Courses.

Call Center 147

Call Center Management Benchmark Contact Center 147

TechSee

MAY 18, 2023

Companies across all industries are searching for innovative ways to streamline operations and enhance the customer experience. In the realm of visual assistance, our partners are making a significant impact through TechSee’s Visual Intelligence Studio (VIS). That answer is down to a few key reasons.

Telecommunications 109

Telecommunications Self service Best practices Customer Experience 109

Integrity Solutions

APRIL 8, 2024

Unfortunately, managers and salespeople alike usually end up frustrated when the needle still won’t seem to budge. Unless you address the other critical sales conversation — the conversations salespeople are having with themselves — self-belief and self-motivation issues will impede their progress at every step.

Sales 73

Sales Coaching Personalization Surveys 73

TechSee

JULY 14, 2021

Customer service capabilities have recently taken a giant leap forward with the launch of Eve Cortex , the world’s first Computer Vision AI platform that empowers enterprises to custom-build their own visual AR Assistants with a few clicks. John Caroll , CEO at Service Council, an industry leader in customer service.

Self service 207

Self service B2B Technology Engineering 207

TechSee

SEPTEMBER 29, 2020

Contact center leadership must think strategically and find sustainable call center cost reduction strategies that do not compromise the quality and efficiency of the brand’s service. Volume – rapidly address the most common issues that drive most inbound customer contacts. Slash inbound inquiries with self-service.

Call Center 196

Call Center Self service Gamification Contact Center 196

Steve DiGioia

JANUARY 4, 2021

But what does management want from you? For many in the customer service industry, there is little room for advancement and few opportunities to make “change” – a change that is meaningful, impactful, and which enhances the customer experience. What Do Managers Want From Their Employees? Are you happy?

Management 279

Management Personalization Accountability Marketing 279

TechSee

JUNE 16, 2022

Customers expect better and faster pre and post purchase services. Whether they need help setting up a new device or to repair a damaged product, the way in which these interactions are handled are at the heart of customer satisfaction. Eric Esguerra, Vice President, Customer Service & Operations at Miele Canada Ltd.

Customer Service 251

Customer Service Chief Customer Officer Contact Center Consulting 251

JustCall

APRIL 9, 2024

Unexpected surges and drops are challenging and require proper management tools. External events: Events such as product launches, service outages, or industry developments may trigger a surge in calls. External events: Events such as product launches, service outages, or industry developments may trigger a surge in calls.

Agent Empowerment 40

Agent Empowerment Self service Interactive Voice Response Call Center 40

ShepHyken

APRIL 23, 2021

He shares customer service best practices that successful brands use to help their customers on social media. Another intuitive and frankly underutilized way brands can use social media is for addressing customer service inquiries. . Why use social media as a customer service channel? .

Customer Service 314

Customer Service Advertising B2B Chatbots 314

Integrity Solutions

APRIL 8, 2024

Unfortunately, managers and salespeople alike usually end up frustrated when the needle still won’t seem to budge. Unless you address the other critical sales conversation — the conversations salespeople are having with themselves — self-belief and self-motivation issues will impede their progress at every step.

Sales 64

Sales Coaching Personalization Surveys 64

TechSee

SEPTEMBER 22, 2020

Field service organizations in 2020 are challenged to continue providing the service excellence their customers expect while minimizing human contact. It can also alleviate pressure on field forces by enabling customers to resolve issues in self-service. The Use of AR in Increasing Field Service Efficiency.

Self service 207

Self service B2B Customer centricity Technology 207

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 105

Best practices Call Center Interactive Voice Response First call resolution 105

CSM Magazine

APRIL 16, 2024

Superior customer service ensures that the user experience is exceptional. In this article, we provide some insights into how online casinos can deliver outstanding customer support. Outstanding customer support contributes to a casino’s credibility, and impacts player satisfaction and loyalty.

Customer Support 52

Customer Support Entertainment Chatbots Self service 52

COPC

APRIL 1, 2024

The challenge of keeping pace with changing customer expectations looms large. Technological advancements, notably artificial intelligence (AI), fuel customer experience transformation. Companies worldwide are grappling with leveraging technology to enhance the overall customer experience (CX).

Customer Experience 89

Customer Experience Gamification Benchmark Chatbots 89

Fonolo

MAY 30, 2023

Managers know that call center workforce management matters. Put it another way: if customer interactions are at the heart of a contact center’s success, then effective workforce management is the backbone. Executive Guide to 6 Call Center Metrics What is Workforce Management in a Call Center? The results?

contact center workforce 106

contact center workforce Best practices Contact Center Management 106

Fonolo

AUGUST 29, 2018

This is especially true for those of us involved in the cacophony of contact centers; we are essentially the appointed, trusted ‘brand listeners’ who hear many, many voices on a given day, including those of both customers and colleagues. Sheri Greenhaus – Managing Partner CRMXchange. We are all customers for something.

Contact Center 271

Contact Center Brand ambassadors Morale Telemarketing 271

COPC

FEBRUARY 15, 2023

With digital self-service technology advancing at a phenomenal rate, why are interactions with chatbots and interactive voice response (IVR) systems still the sources of so many frustrating customer experiences? If customer experience is an afterthought in design and implementation, customer loyalty and revenue suffer.

Self service 85

Self service Interactive Voice Response Chatbots Benchmark 85

aircall

AUGUST 29, 2022

Or the impact of the resolutions provided to customers? But what if one agent resolved three tickets in one hour while another only resolved one ticket but it had a higher impact on revenue? This metric is all about how many customers had their issues resolved on the first call. What is call center productivity?

Call Center 118

Call Center virtual call center call center software Self service 118

Fonolo

JANUARY 17, 2023

If there’s one thing managers need to understand about digital transformation, it’s how artificial intelligence is changing CX in the contact center. Along with huge cost savings, AI will be a tremendous boon to customers longing for better self-service, and agents who need relief from repetitive taskwork. Convenience.

Contact Center 154

Contact Center Interactive Voice Response Chatbots Average Handle Time 154

Comm100

MARCH 20, 2024

Perceived corruption and inefficiencies within government institutions have significantly impacted public perception, leading many to question the integrity and effectiveness of their leaders and public services. This blog explores the decline of public trust in government, backed by data from the U.S.,

Government 75

Government Chatbots Self service Wait times 75

Kayako

APRIL 12, 2022

As more and more customer transactions occur virtually, the quality of online help desks and customer service support is becoming an essential differentiator for companies. Apart from the stats, it is important to look for examples of company success stories improving customer service and productivity.

Customer Service 114

Customer Service Self service Education Technical Support 114

Totango

NOVEMBER 27, 2023

Forrester recognizes the value customer success platforms can provide to B2B companies looking to foster retention, growth, and advocacy. The global market research company conducted its first Forrester Wave™ evaluation of top customer success platforms. Offer self-service functionalities through community and knowledge centers.

B2B 91

B2B CRM Enterprise Upselling 91

Hodusoft

JULY 19, 2023

In-Depth Guide: Inbound Call Center Software Inbound call center software is an essential tool for delivering optimal customer service. 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

NobelBiz

FEBRUARY 6, 2024

SMS (Short Message Service ) has become a pivotal channel in the contact center industry. With the shift from an unregulated space to one that is increasingly governed by rules, the importance of navigating this landscape with a knowledgeable partner becomes huge.

Contact Center 98

Contact Center Automotive contact center solutions Cloud contact 98

TechSee

JUNE 16, 2021

It establishes a live video stream with the customer and overlays Augmented Reality annotations to provide step-by-step resolution guidance on their mobile screen. Customer success stories provide new users with examples of how other companies effectively used Visual Assistance. But first, it must be adopted. So what is?

Best practices 251

Best practices Wireless Enterprise Engineering 251