ProProfs Blog

DECEMBER 28, 2020

It’s not like you wanted this, but let’s face it that your customers may come up with such complaints even in the future. In this blog, we aim to cover these areas in detail and help you tackle customer service complaints efficiently. They also help you improve your services and create better customer experience. Tweet this.

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First call resolution Customer Support Feedback Personalization 141

ProProfs Blog

DECEMBER 27, 2018

This is where you realize the importance of help desk software. Before we discuss how SaaS help desk software enables you to accomplish your business objectives, let us quickly learn what a help desk software tool is. Employing a help desk software helps to make employees happier and productive.

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SaaS Airlines Customer retention Finance 109

ProProfs Blog

JANUARY 18, 2019

Think of a scenario where your customers are unhappy with the support that your team offers to them, and you face steadily declining customer ratings. Of course, you don’t want your customer support to face this kind of situation. In this blog, we take a look at a few of the most critical help desk metrics. Metric No. #1

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Metrics Customer Support Wait times Analytics 87

ProProfs Blog

APRIL 16, 2020

Left with no choice, you try getting hold of a customer service agent on the phone. This basically means that customers are unable to communicate with the brands that they have supported since they do not employ multilingual customer service agents. Unfortunately, they are in a language that you do not understand or speak.

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Customer Service Customer Support Self service Technical Support 144

OctopusTech

SEPTEMBER 29, 2022

However, finding the most suitable customer support software can be challenging as most of them have the same attributes that let you achieve similar goals. In the end, we have also covered the 12 best customer help desk software that you can opt for better customer service management. . What Is Customer Service Software?

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Customer Service CRM Self service Analytics 62

3CLogic

JULY 29, 2022

As the IT leader, your expertise will always prove essential for helping your organization weather any economic storm. With that in mind, there are a number of considerations to think through if such challenges arise. Start with evaluating how you can streamline your service desk operations.

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Self service Contact Center Technology Analytics 52

ProProfs Blog

APRIL 2, 2019

Quick Navigation – Ways to Get Agents Collaborating. First things first; the help desk software used by your business should make collaboration easy. However, you need to make it abundantly clear when agents should and should not ask for help or assign tickets to another customer service representative.

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Contact center software Morale Personalization Customer Support 83

ViiBE Blog

JUNE 22, 2020

ViiBE’s video-assistance technology dedicated to helping desk support in call centers is proud to partner with Zendesk. ViiBE helps companies optimise their customer experience and reduce on-site travels. Companies face some common pain points when providing customer support. What makes this partnership so special?

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Customer Experience Call Center Sales Customer Support 59

Netomi

AUGUST 31, 2022

Key Performance Indicators (KPIs) are a special set of metrics that help determine whether business is going in the right or wrong direction. To do that, there are specific customer service key performance indicators that need to be monitored on an ongoing basis in order to adjust processes or optimize agent training.

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Metrics Customer Service Virtual Agent Average Handle Time 75

3CLogic

JULY 21, 2020

As the global impact of COVID-19 continues, a vast majority of enterprise organizations are accelerating their cloud adoption plans – this is especially true for customer-facing departments and call center teams still tethered to legacy and on-premise solutions. No hardware – just software. Global Footprint.

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contact center solutions Cloud contact Enterprise Contact Center 75

ProProfs Blog

FEBRUARY 7, 2020

The influx of such advancements made customer service challenges, instead of easing it out. Basically, a crash course that helps you understand your customer’s needs and expectations. Primarily the function of a customer service agent revolves around troubleshooting the problems of your customers at every stage. .

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Customer Support Surveys Inbound sales Construction 160

Monet Software

OCTOBER 28, 2020

Given the struggles many agents endured with COVID-19, the end-of-year malaise you’re seeing may be even more severe than usual. We’ve got 10 tips to help you do it, and fast. #1 It’s normal for call center agent engagement to fluctuate, over the week (hello Mondays!) Help them focus instead. comes to a close.

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Employee engagement Call Center Morale call center workforce 90

ProProfs Blog

APRIL 30, 2020

This proactive communication helped them work towards reinstating the brand loyalty, especially when 19% of consumers feel less brand loyal and investing in whatever is available. Some of the other roadblocks that workers and business owners had to face as a result of the pandemic also include: Decrease in sales. Staff shortage.

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Multichannel Feedback Customer Support Surveys 137

JustCall

FEBRUARY 20, 2024

that can help you save time. Orum’s dialer is also great for automatically calling leads but JustCall offers better AI-driven features such as predictive dialing and smart call distribution that can help you save your sales team or agents more time. JustCall’s Sales Dialer helps you do just that. One word: savings.

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Sales APIs Scripts Analytics 52

Callminer

OCTOBER 3, 2019

This collection of tips and common characteristics is intended to help leaders, human resource professionals, and managers in the call center. Work Ethic – Employees with a strong work ethic thrive in competitive environments and see hurdles as challenges to overcome, rather than roadblocks. Excellent verbal communication skills.

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Call Center Morale Employee engagement Customer centricity 186

ProProfs Blog

JUNE 5, 2020

To help you get a clear picture of how the live chat and phone support debate has shaped so far, we’ve curated an article that will help you arrive at a final conclusion. Allows Agents to Gauge Customer Reactions Better. is asymmetrical, and when it’s costly or challenging to enforce agreements.”. 10X Your Revenue.

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CRM Upselling Feedback Sales 129

SharpenCX

MARCH 31, 2020

Most typical weekdays look pretty much the same — get up at 6:20 a.m., More than anything, one of the greatest challenges to working from home is maintaining the same level of productivity. How do you help your agents stay as productive working remotely as you do when you’re with them in the office every day?

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Call Center Contact Center Contact center software Accountability 90

CSM Magazine

MAY 19, 2022

Carly Freeman, Head of Customer Services at Insite Energy , shares some key lessons learned while helping people at the sharp end of a crisis. As a result, some are facing kWh rate increases of almost 300%. When our customers reach out to us, we must ensure we’re there to help. Meet customers face to face .

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Wait times Morale Customer centricity Engineering 52

Nicereply

MARCH 31, 2019

An increasing level of complexity is finding its way into day-to-day support operations, and most teams find themselves on the hook for costly help desk software subscriptions and other tools. And simply teaching a new agent to say “ Hello, how may I help you? Bring back niceness. It’s a win-win. Accessorize.

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Wireless Surveys Self service Personalization 81

aircall

JUNE 2, 2021

How do they reach you when they need help? Face-to-face. Face-to-face is the most information-rich type of communication channel. When you meet face-to-face, you can also securely share sensitive documents and information. How do you let your customers know about your new products and services?

Personalization 62

Personalization Customer Service B2B Self service 62

Netomi

JANUARY 5, 2023

Brands face unique challenges heading into 2023 as they balance the variety of changes the last few years have brought on—a looming recession, staffing shortages across all industries, and significant shifts in consumer behavior and expectations brought on by the pandemic. Easily integrates into the tools you’re already using.

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Chatbots Scripts Airlines Customer Support 52

Comm100

APRIL 30, 2020

But managing agents working from home still poses many difficulties. For the agents, working remotely can create more distractions and questions, with less support and motivation – all at a time when they are likely facing queries they’ve never had to answer before. Empower agents with canned messages and AI assistance.

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Chatbots Self service Personalization Management 52

ProProfs Blog

DECEMBER 23, 2019

In the face of such hurdles, how do you build a customer centric culture ? These baby steps can help you get started: 1. These solutions have their own set of inherent flaws because they do not direct you towards the issues or delights of what helps you arrive at this score. Listen, Think and Act on Customer Opinion.

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Customer centricity Journey mapping Surveys Feedback 144

SharpenCX

OCTOBER 1, 2019

You may resume regular activity in your contact center only after you plan for what’s ahead: celebrating your agents. It’s a week dedicated to celebrating and recognizing all the hard work of your company’s frontline customer service agents. Your agents live and breathe grit and determination. Say thank you.

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Customer Service Contact Center Contact center software Morale 59

NobelBiz

APRIL 5, 2022

These days, the contact center is the face of a company. However, managing a contact center doesn’t come without its challenges and risks. In this article, we detail 10 of the biggest Risk Factors that most Contact Centers face And How To Resolve Each One of Them. Risk and reward are common deciding factors in contact centers.

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Contact Center Interactive Voice Response First call resolution Call Center 52

CSM Magazine

OCTOBER 28, 2020

Calabrio announced the winners of its analytics competition, which celebrates companies using Calabrio Analytics to turn contact centre data into compelling insights and drive more human interactions between contact centre agents and customers. CentraCare recently faced the challenge of onboarding new health care agents in a remote setting.

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Analytics Abandon rate Education Employee engagement 40

ProProfs Blog

APRIL 9, 2019

However, connecting with customers in real-time can be a challenge through existing communication media such as emails and phone calls. A live chat software is a service platform that helps organizations provide instant customer support and information. 6 – Operator Performance Monitoring. It feels great, isn’t it?

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Sales Analytics Feedback Customer Support 114

JustCall

APRIL 5, 2023

This blog dives deep to pull out insights that help you choose. For starters, all customers get personalized onboarding that helps them make optimum use of available resources and plan out the telephony infrastructure accordingly. As a result, JustCall users make a faster journey to value.

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Interactive Voice Response Contact Center APIs Analytics 52

JustCall

JANUARY 18, 2023

The help desk generally handles these calls. Because they are always prepared to handle call fluctuations, reputable inbound call center service providers never face workload issues. Experience agents lead to no issues related to staffing. It takes a long time to staff, train, and manage call center agents and operations.

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outsourcing Scripts Call Center Interactive Voice Response 52

JustCall

AUGUST 26, 2020

Whether you are hiring someone for the role of a customer service manager or aspiring for the role, preparing ahead will be helpful. Preparing these interview questions and answers for the customer service position will help you ace it. Describe a situation where you helped to exceed a customer's expectations.

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Customer Service Management Coaching CRM 52

Blueship Call Center

MAY 25, 2023

Every firm must provide real customer care across all client touchpoints if it wants to guarantee that its clients are heard, helped, and happy. When people ask for your help, they anticipate that you will resolve their problems. Using shared-agent teams might help you save money when employing contact centers.

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outsourcing Call Center Contact Center Customer Care 40

JustCall

APRIL 5, 2023

Who Can Help You Dial it Up a Notch? Through this article, you will learn about the nuances of both these contact centre solutions that will ultimately help you make the right selection, by considering the various factors that distinguish these applications. Such is the case with JustCall and Dialpad.

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call center software Call Center Interactive Voice Response Enterprise 52

JustCall

MARCH 9, 2023

Contact centers are the conversation hubs of a business that faces an immense flurry of activity every single day. Every call representative has their own challenges and wins. Contact centers are the best medium of communicating this to your customers to help improve the CSAT score and contact center performance.

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Contact Center Interactive Voice Response Scripts Self service 40

JustCall

APRIL 18, 2023

Call centers are the face of any organization. Customer-facing domains, like sales and customer support, are especially reliant on the telephony system for day-to-day operations. 6 key features of a good sales call center software Here are some must-have call center phone systems features that can take your business to new heights.

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call center software Call Center call center solutions Enterprise 52

JustCall

MAY 28, 2020

Most call center agents who work from home now, have been relying on wired desk phones and complex storage equipment. Cloud phone system helps the agents to cope with the rapid shift and smoothens remote agent’s connectivity. This helps teams, irrespective of their locations to work together as a single unit.

virtual call center 52

virtual call center Call Center Interactive Voice Response CRM 52

Hodusoft

NOVEMBER 29, 2022

But after the introduction of the technology, customer service agents can handle customer interactions via a wide range of channels including phone calls, text messages, emails, live chats, and social media. Cons : Price—the base monthly plan starts at $75 per agent, which may be costly for small businesses.

Contact center software 40

Contact center software Contact Center Interactive Voice Response contact center solutions 40

CrazyCall

OCTOBER 18, 2019

These new expectations lead to new challenges. To be able to resist them, you need to stock up on helpful tools. With that in mind, we created a list of the best customer service tools, that will help you to overcome these challenges and obstacles and make you and your customers happy. Wanna walk away, there is the door.

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Customer Service Interactive Voice Response Feedback Wait times 63