TechSee

NOVEMBER 10, 2020

The discussion around how to reduce customer service costs is not a new one. For decades, service organizations have been proposing innovative ways to cut operational costs in customer service: Let employees bring their own coffee? ??. Limit call times to 3 minutes each? Two words: visual assistance.

Customer Service 207

Customer Service Self service Average Handle Time Contact Center 207

Playvox

FEBRUARY 29, 2024

Unless you’ve been under a proverbial rock, you’ve heard and seen a massive amount of change in customer service — particularly in the past year. Many are pronouncing that there is no greater revolution in customer care than what’s happening right now. An IVR can save companies millions of dollars.

Interactive Voice Response 79

Interactive Voice Response Customer Service Contact Center Chatbots 79

TechSee

JUNE 16, 2021

Visual Assistance is Powerful – If Adopted. Visual Assistance is an increasingly popular technology that enables enterprises to provide remote support to end users. 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.

Best practices 251

Best practices Wireless Enterprise Engineering 251

TechSee

SEPTEMBER 7, 2021

When most service organizations consider implementing Visual Assistance, they mainly focus on how to use the technology to support remote teams in the field or contact center. Here are five innovative visual assistance use cases you should consider. Visual Assistance 5 Use Cases Beyond Remote Support.

Technical Support 191

Technical Support Sales Upselling Technology 191

TechSee

OCTOBER 9, 2018

On her way out, she checks with Alexa whether her shoes have been shipped by Amazon, grabs her ear buds, sets her smart home security system, and rides her electric scooter to her WeWork shared office space, stopping briefly at the local convenience store to pick up her morning coffee. They demand highly convenient and fast service.

Customer Service 359

Customer Service Self service Virtual Agent Chatbots 359

Callminer

JANUARY 18, 2021

Running a contact centre can be difficult, especially when your call centre operates in one geographic region while providing services to another. Read on to learn how your international contact centre can approach agent management optimisation, procedural improvements and more. Caller Expectations are on the Rise.

Best practices 226

Best practices Call Center Contact Center Scripts 226

TechSee

SEPTEMBER 29, 2020

Contact centers are always looking for ways to reduce costs. This is particularly true during periods of uncertainty and economic downturn, when call center cost savings contribute to business continuity. The Best Call Center Cost Reduction Strategies. Time – help agents resolve customers’ issue faster.

Call Center 196

Call Center Self service Gamification Contact Center 196

TechSee

JUNE 9, 2022

Providing a digital, omnichannel customer experience is a clear imperative. Allowing customers the flexibility to digitally self-serve can dramatically increase customer satisfaction, and lower your operating costs. Gartner reports that self-service costs around $0.10 No Vision, No AI, No Service.

Customer Experience 145

Customer Experience Self service Interactive Voice Response Technical Support 145

Comm100

MARCH 20, 2024

Through this medium, they can engage with citizens in real-time, provide 24/7 assistance, and disseminate accurate and accessible information. Canada, and the UK, and offers insights into how digital communication can play a pivotal role in reversing this trend.

Government 75

Government Chatbots Self service Wait times 75

Fonolo

FEBRUARY 14, 2023

Call center automation is one of the best ways to improve your customer experience, increase agent happiness, and light up your KPI dashboard in the best possible way! Trust us; it’s worth the effort to review your operations and pinpoint the places where automation can offer the most significant payload.

Call Center 135

Call Center Contact Center Wait times Chatbots 135

JustCall

APRIL 3, 2024

It shows more customers are interested in your product or service. But, it also leads to chaotic calls and handling long call queues for customer support and sales teams. It can further lead to a dip in customer experience and a shrinking ROI. Let’s explore the top 10 tips high call volume call centers could use.

Sales 52

Sales Interactive Voice Response Abandon rate Wait times 52

TechSee

APRIL 26, 2021

The Age of Contact Center Transformation . Like many industries these days, contact centers are at a crossroads. On the one hand, every business needs to save money and customer service is generally the first on the chopping block. Vision: A key element for transforming contact centers .

Contact Center 109

Contact Center Self service Upselling Call Center 109

Fonolo

FEBRUARY 14, 2023

Call centers have always relied on different forms of automation to provide swift service to their clientele. As technology gets smarter and more intuitive, so does the contact center that benefits from it. To find the answer, you need to evaluate your current call center workflow and identify opportunities for automation.

Call Center 142

Call Center Interactive Voice Response call center software CRM 142

Fonolo

FEBRUARY 2, 2023

In the call center world, efficiency is the name of the game. Customers are looking for faster results without sacrificing quality of service. Call center automation software is essential to accomplishing this goal. What is Call Center Automation? Is your business up to the challenge? Read on to find out!

Call Center 140

Call Center Interactive Voice Response First call resolution Self service 140

ShepHyken

JULY 5, 2019

This week we feature an article by Alexandra Mederrick who writes about why effectively communicating online with your customers is a key to success for any business. One that unlocks the opportunity to form a relationship and build customer loyalty. . One that unlocks the opportunity to form a relationship and build customer loyalty.

Feedback 300

Feedback Self service Best practices Scripts 300

ShepHyken

FEBRUARY 19, 2023

Each week, I read many customer service and customer experience articles from various resources. My Comment: We start this week’s Top Five roundup with an interview with customer culture expert Jeff Toister. The gold in the article is his simple three-step approach to building a customer-focused culture.

Customer Service 156

Customer Service Surveys Customer Experience Personalization 156

TechSee

MAY 24, 2021

While the increasing demand for 24/7 monitoring service means that professionally installed products are expected to remain the largest installation type, the DIY (Do-it-yourself) segment is expected to experience the highest growth rate during the forecast period. . Customers simply do not want to admit technicians into their homes.

Upselling 124

Upselling Self service Wireless Contact Center 124

Fonolo

JANUARY 10, 2023

Wondering how to use artificial intelligence (AI) in your call center? It’s a hot topic, and many call center managers want to know what this rapidly evolving technology will mean for their organizations. On the contrary, it’s an excellent tool to enhance the customer experience and give your contact center a boost.

Call Center 91

Call Center Interactive Voice Response Average Handle Time First call resolution 91

Outsource Consultants

SEPTEMBER 14, 2021

It’s because the ongoing labor shortage, paired with increased Q4 purchasing, is leaving many businesses that rely on contact center support exposed to looming CX disasters. This includes excessive hold times, overwhelmed agents, poor customer satisfaction, and ultimately brand harm. Tip the Scales with Technology.

Contact Center 125

Contact Center Interactive Voice Response Morale Abandon rate 125

Fonolo

JUNE 13, 2023

Today’s customers expect more from customer service. They want prompt, reliable, integrated service and they will not linger if it’s not readily available. Their patience is never shorter than when dealing with your call center. That’s why call-backs have become a contact center essential.

Contact Center 104

Contact Center Abandon rate Call Center Wait times 104

Fonolo

SEPTEMBER 16, 2021

As the old saying goes: “you can hear a smile through the phone.” Studies have proven that tone of voice in customer service is even more important to a successful interaction than the specific words that are being said, and that an agent’s energy will translate to their customer even without face-to-face interaction.

Customer Service 167

Customer Service Call Center Scripts Interactive Voice Response 167

SmartAction

NOVEMBER 15, 2023

In today’s fast-paced business landscape, customer self-service has become a pivotal aspect of delivering exceptional customer experiences. As we look towards 2024, the world of customer self-service is at a crossroads, with new challenges and opportunities on the horizon. Or is it something else?”

Self service 97

Self service Virtual Agent Chatbots Analytics 97

TechSee

MARCH 24, 2021

With the new digital-first mentality, the need for remote support and enhanced customer engagement, brands are recognizing the need for a visual-first strategy for acquiring and keeping their customers. Once the platform is in place, the organization can start on their journey to Visual Transformation. Guided visual assistance.

Self service 109

Self service Upselling Chatbots Contact Center 109

Fonolo

MARCH 7, 2023

Today’s customers are a demanding bunch. If they have a problem or a question, they expect immediate information and quick resolution — but keeping up with this demand can be an impossible task for your contact center’s live agents alone. That’s where self-service comes in.

Self service 87

Self service Call Center Interactive Voice Response Chatbots 87

Fonolo

JUNE 22, 2021

Despite advancements in customer service technology and automation, one thing hasn’t changed: people remain fundamental to the success of a contact center. With this in mind, it’s important that your best agents are happy and engaged enough with their work to stay put and make your contact center successful.

Call Center 151

Call Center call center software Employee engagement Gamification 151

Vcaretec

JULY 18, 2023

It's a wise move to decide to call center outsourcing solutions so you can maintain your attention on what matters most—running your business! The call center outsourcing best practices that result in the most successful contact center projects will be shared in this article. Be Clear Clarity is crucial.

outsourcing 98

outsourcing Call Center Contact Center Best practices 98

JustCall

APRIL 15, 2024

As a sales or customer support manager, you’ve likely noticed some agents seem disengaged, burned out, or stressed. Call center agent burnout is a real problem, and the job demands can take a toll on even the most resilient employees. Repetitive tasks 3. Dealing with difficult customers 4. Allow breaks 8.

Call Center 52

Call Center Agent burnout Scripts Metrics 52

CX Global Media

MAY 11, 2020

In recent years, there has been a rising tide of interest in the use of Artificial Intelligence (AI) in contact centers. With the massive investments that have poured into our industry in the past few years, it’s most important to discover the truth about AI, so you and so many other contact center leaders can prevent regrettable decisions.

Contact Center 194

Contact Center Technology Customer centricity Customer emotions 194

3CLogic

FEBRUARY 7, 2024

In today’s digital world, your competitors are no more than a click away, drastically increasing the importance of delivering personalized customer experiences (CX) on the first go. If your contact center isn’t embedded within your CRM or service management platform — such as ServiceNow or SAP — it’s time to raise an eyebrow.

Contact Center 59

Contact Center Cloud contact CRM Self service 59

3CLogic

JANUARY 9, 2024

You've heard it before; "In today's competitive market, outstanding customer experience is more important than ever." According to IDC research, most customers will not interact with businesses that aren’t contextually aware. So, how can your organization stay competitive in 2024?

Contact Center 52

Contact Center Interactive Voice Response Self service CRM 52

SharpenCX

OCTOBER 15, 2023

While many organizations have been using artificial intelligence and automation in some way, shape, or form for some time, 2023 has undoubtedly taken it mainstream and ushered in a widespread era of AI. Contact centers specifically are rife with opportunities to incorporate AI and automation. What do we mean by usable AI?

Contact Center 67

Contact Center Interactive Voice Response Virtual Agent Technology 67

TechSee

MAY 19, 2021

In the last few years, the customer service domain has experienced an awakening with the rising awareness of the benefits of delivering a good customer experience. Companies have invested in their customer service function to differentiate and personalize their brand and improve overall operational efficiency.

Technology 159

Technology Customer Service Technical Support Analytics 159

SharpenCX

AUGUST 7, 2023

But each call center agent can only handle one call at a time. Sure, there are self-service options and automated chatbots to speed up service. But sometimes, customers just want to talk to another human. Still haven’t added live chat to your website? It’s more convenient for everyone. It’s more efficient.

Chatbots 67

Chatbots industry standards Call Center Scripts 67

Global Response

MARCH 27, 2024

An effective call center script balances consistent service quality with personalized customer interactions. It should enable agents to respond to the unique aspects of each call while maintaining a high standard of service. Today, we’ll explore several techniques for creating effective customer service scripts.

Scripts 62

Scripts Call Center Customer Service Coaching 62

Inbenta

NOVEMBER 3, 2022

Artificial intelligence (AI), Neuro-Symbolic AI , and Natural Language Processing (NLP) are just a few of the many innovations making their way into hospital systems, research labs, and doctor practices. In the age of digital customer experience, customers expect fast and convenient interactions. Provide assistance.

Healthcare 96

Healthcare Chatbots Morale Transportation 96

TechSee

JANUARY 24, 2019

Innovative ways to provide customers with immediate assistance, guidance and support lies at the heart of every customer-centric organization. Live video support can be used by customer service agents either to initiate a face-to-face live video chat support session or to offer live video interactive assistance.

Call flow 141

Call flow Technical Support Sales APIs 141

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. Automobile OEMs can use visual assistance to deliver improved experiences to their owners and dealers. Web-based or app-based?

Automotive 109

Automotive Engineering Self service Enterprise 109