aircall
MARCH 16, 2018
Our 2018 customer support strategy survey was sent to 475 industry leaders. How large is your customer support team? Aside from two or three responders who, above all else, lamented the current state of politics, most customer support leaders described similar ambitions regarding positive changes in 2018.
Fonolo
AUGUST 29, 2018
But if we momentarily dial the sound down, we are rewarded with a) some mental clarity; and b) the sweet, sweet sounds of intelligent, helpful voices who deliver some music-to-our-ears advice on how to survive and thrive in 2018 and beyond. My top advice for contact centers is to invest in the morale of the support team.
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aircall
DECEMBER 13, 2018
Plans, Predictions, Insights, and Opinions From 475 Customer Support Leaders. This survey provides a detailed (and timely) answer to a two-part question: What are the issues today’s customer support leaders care about the most? How are they designing their customer support strategies as a result?
CSM Magazine
JULY 2, 2020
Intercom , the Conversational Relationship Platform that helps businesses drive faster growth, has announced the launch of the Conversational Support Funnel, the first holistic framework for delivering and scaling modern, next-generation customer support through a messenger-first experience. Conversational support is the answer.
CSM Magazine
NOVEMBER 11, 2020
The 2021 Customer Support Trends Report shows how the COVID-19 pandemic is impacting support leaders’ annual plans and identifies conversational support as a key strategic area of investment in 2021. The report is based on a survey of nearly 600 customer support leaders from B2B and B2C organizations.
Fonolo
OCTOBER 3, 2018
As we begin to look back at 2018, one thing is becoming clear: Not every contact center is created equal. That’s fair enough, but the almighty bottom line is also affected by customers gained and lost. Contact centers are like people: We’re all at different stages, chugging along healthily but sometimes faltering along the way.
Fonolo
JUNE 9, 2020
This is great for team morale and lets them know what they’re doing well so they can continue the trend. Plus, it shows them that their employer is willing to invest in them, which is always great for morale. Review customer service call recordings regularly, and note down successes in addition to shortcomings and challenges.
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