VirtualPBX

JANUARY 23, 2024

Guest Blog If you deal with large volumes of data – like call centers tend to – you may find yourself a target of cyber criminals and your cybersecurity may be at risk. When you have a large number of staff, the possibility that one of them might turn out to be the weakest point can be significant.

Call Center 98

Call Center Engineering Education Best practices 98

ShepHyken

NOVEMBER 8, 2021

Each week I read many customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. The Great CX Debate: Should Customer Experiences Be Effortless or Exceptional? Who wouldn’t like to delight customers!? by Bob Phibbs.

Customer Service 224

Customer Service Best practices Education Consulting 224

Callminer

APRIL 30, 2020

Given the often-hectic nature of call-based customer support, it is not at all uncommon for conflicts to arise with confused or otherwise frustrated customers. The most successful companies have solutions in place for monitoring customer interactions and analyzing customer sentiment. Be sure to apologize.

Customer Service 273

Customer Service Scripts Construction Feedback 273

Call Design

MAY 14, 2024

There’s nothing quite like the feeling of receiving positive feedback on a schedule you just published and ideally hearing that you’ve done a good job. Now I know what you’re thinking: “Oh great, another post about employee engagement”, and I hear you. Can you please action this shift swap?

Gamification 78

Gamification Employee engagement Coaching Accountability 78

Beyond Philosophy

FEBRUARY 15, 2017

Over the years, I’ve seen people with poor social and interpersonal skills unnecessarily make life miserable – not just for themselves, but for everyone else in the workplace. Creating and maintaining work relationships isn’t hard, if you just remember a few simple rules that you probably learned before you were even in your teens.

Construction 382

Construction Consulting Consulting Education 382

ShepHyken

AUGUST 25, 2017

This week we feature an article by Reuben Yonatan who writes about how using chatbots for customer service properly can be a powerful customer service tool. Chatbots can be great for handling basic customer support functions, communicating with customers when a rep isn’t available and more. – Shep Hyken.

Chatbots 368

Chatbots Customer Service Best practices voip 368

Fonolo

DECEMBER 13, 2022

From training new recruits to briefing executives and monitoring customer satisfaction levels, the days move fast. Maybe you have an old action plan from last year that you loosely stick to, but it could use a revamp. You need an action plan for call center development. Here are a few methods you might try: .

Call Center 135

Call Center Average Handle Time Interactive Voice Response Abandon rate 135

ProProfs Blog

JUNE 5, 2020

Perhaps, getting customer service operations back in gear is what entrepreneurs need to shake-off the pandemic-induced slowdown. You look to adapt and you survive; you refute and you are out of business the very next day. Insightful Customer Service Tips During Coronavirus Pandemic. Stay tuned! . Tweet this.

Customer Service 214

Customer Service Customer centricity Metrics Customer Support 214

Nicereply

AUGUST 28, 2023

Handling customer complaints is always challenging for customer support managers. There is nothing sexy about business owners having to handle customer complaints but resolving complaints is an inevitable part of running a business. But it doesn’t have to be this way.

Complaint resolution 98

Complaint resolution Feedback Customer Service Sales 98

CallSource Insights

DECEMBER 6, 2022

Get the right toll-free vanity phone number for your business. Are you looking for a way to make your business phone number more memorable and professional? In this blog post, we’ll explain what vanity toll-free numbers are and how you can get one for your business. Memory is tricky.

Interactive Voice Response 97

Interactive Voice Response Advertising Personalization Sales 97

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! However, it's only effective if you pick the correct supplier. If you're not careful, outsourcing could cause you more problems than it's worth. Be Clear Clarity is crucial.

outsourcing 98

outsourcing Call Center Contact Center Best practices 98

JivoChat

JULY 2, 2023

Choosing one of the best website builders for restaurants to create your website makes a huge difference. Instead of hiring someone to design and code the pages, you can do it yourself with just a few clicks. Besides, having a restaurant website adds credibility to your business.

Engineering 75

Engineering Analytics Banking Customer Support 75

VirtualPBX

JANUARY 23, 2024

Guest Blog If you deal with large volumes of data – like call centers tend to – you may find yourself a target of cyber criminals and your cybersecurity may be at risk. When you have a large number of staff, the possibility that one of them might turn out to be the weakest point can be significant.

Call Center 52

Call Center Engineering Education Best practices 52

Nicereply

NOVEMBER 25, 2021

Remember, most businesses don’t bother to show customers appreciation, so even choosing the easiest of these methods is likely to make you a cut above the rest. So many businesses neglect their customers after the sale. Why thank your customers? Send a personalized handwritten thank-you note.

Feedback 98

Feedback Advertising Personalization Marketing 98

Nicereply

JANUARY 4, 2022

It’s not that important what kind of business you do. Providing good customer support is what matters in the end. There are many ways to provide a great customer experience. Most of the time it isn’t about big gestures, but about the little kind acts customer support managers do for us. Sounds easy, right?

Customer Experience 111

Customer Experience Advertising Customer Support Surveys 111

Nicereply

JANUARY 17, 2024

In today’s hyper-connected world, where customers wield more power than ever before, businesses face an unrelenting challenge: customer complaints. Did you know that, on average, dissatisfied customers will share their negative experiences with 9-15 people ? Why solve customer complaints?

Complaint resolution 105

Complaint resolution Scripts Feedback Wait times 105

JustCall

JANUARY 19, 2023

You can roll out of bed and start working in your PJs, take breaks whenever you want, and never have to commute. But remote work culture has broken all the rules, and now people are fondly choosing coffee shops over any other workspace you could think of. Seeing other people working in a cafe inspires you to work.

Banking 105

Banking Personalization 105

Fonolo

APRIL 22, 2021

Call centers are constantly balancing efficiency and service quality for their customers. Lean too much in one direction, and your agents will quickly find themselves in a bind. First Call Resolution (FCR) is one of the best metrics for tracking your success in both these areas. What is Your FCR Telling You?

First call resolution 142

First call resolution Call Center Metrics Interactive Voice Response 142

ProProfs Blog

OCTOBER 30, 2020

Are you happy with our product? How likely will you recommend our product to your family or friend? These customer survey questions are a great way to check your customer’s happiness with your products and services. . How would you rate our product on a scale of 1-5?’ Don’t worry!

Surveys 158

Surveys Feedback Customer Support Construction 158

JustCall

MARCH 23, 2023

Introduction CRM (Customer Relationship Management) software refers to a tool that businesses can use to record and store key customer information to use when building a relationship with leads or prospects. CRM helps streamline your work. As a result, customer satisfaction sees a visible improvement.

CRM 132

CRM Sales Customer retention Metrics 132

ProProfs Blog

JANUARY 30, 2020

“Your most unhappy customers are your greatest source of learning.” — Bill Gates. Elaborating on this maxim, I would also like to add that unhappy customers can ruin the brand value in minutes. It takes less than a minute for an angry customer to post their bitter experiences online. Customer expectations.

B2B 204

B2B Banking Personalization Employee engagement 204

Lumoa

JANUARY 3, 2023

Surveys are one of the most useful tools out there for gathering quick feedback from customers, and understanding what motivates them. But with great power comes great responsibility – if you’re going to get the results you need to make critical business decisions, it’s important that your survey design is done well!

Best practices 157

Best practices Surveys Metrics Construction 157

JivoChat

JULY 9, 2023

Using one of the best website builders for photographers can make a real difference in having an incredible online portfolio to showcase your work. As a photographer, the center of your work is the images, and they must be highlighted in a space where you can show potential customers all your talent.

Engineering 75

Engineering Analytics Customer Support Best practices 75

Fonolo

SEPTEMBER 21, 2023

Ready to level up your contact center team? Improving call center agent performance can seem overwhelming, and you might wonder where to start. Don’t fret — the simple suggestions and methods discussed in this guide will get you started. Set your KPIs You can’t change what you don’t measure.

Call Center 87

Call Center Schedule adherence Average Handle Time Construction 87

Fonolo

OCTOBER 26, 2023

Companies place a great deal of importance on meeting customer expectations. According to Forrester, nearly 95% of leaders say that providing a good customer experience is a top strategic priority, and 75% want to use customer experience as a competitive advantage. What do customers want?

Advertising 81

Advertising Feedback Call Center Wait times 81

JivoChat

APRIL 24, 2023

Since its inception and subsequent rise in the early 2000s, social media has been leveraged by brands large and small as a highly targeted marketing tool, and almost two decades since the launch of Facebook, these sites continue to revolutionize the way businesses approach advertising.

Advertising 75

Advertising Feedback Marketing B2B 75

Quiq

OCTOBER 4, 2022

This week (October 3-7, 2022), and every first full week of October, is National Customer Service Week (NCSW) in the U.S. Congress in 1992, NCSW is meant to recognize and give appreciation to customer service professionals. I first developed a deep appreciation for customer service professionals when I graduated from college.

Customer Service 81

Customer Service Morale Contact Center Consulting 81

TeleDirect

NOVEMBER 9, 2022

Wondering how to bring in customers to an auto dealership? Your products and marketing campaigns can only get you so far. For a booming business, you need a great reputation—and that comes from good customer and lead experiences. The best way to provide this? Offer 24/7 Coverage. Provide Live Support.

Automotive 62

Automotive Customer Service outsourcing Business Process Outsourcing 62

ProProfs Blog

FEBRUARY 21, 2020

But what about you out there, reading this? Has it leveled up your customer support process? That’s because you get to save a lot of time since you can manage more customers and website visitors at the same time. Plus, you can skip those long calls too. Customers Wait Too Long for a Solution.

CRM 165

CRM Personalization Customer Support Feedback 165

Fonolo

SEPTEMBER 14, 2023

In a busy customer service department, having an agreed-upon set of milestones helps you cross the finish line because it clarifies decision-making, keeps morale up, and can even reduce agent turnover. strategy in goal-setting is key: it provides direction and helps focus your team’s time and energy. Using the S.M.A.R.T

Contact Center 91

Contact Center Call Center Average Handle Time Construction 91

ProProfs Blog

DECEMBER 18, 2019

About 52% of consumers are willing to spend more money on quick and effective customer experience. If you are a smart and proactive business owner, you will identify with this data and tweak your strategy to improve customer experience accordingly. So, what can you do to make this structure customer-friendly? .

Customer Experience 131

Customer Experience Surveys Feedback Personalization 131

JivoChat

AUGUST 22, 2023

Learning how to start a travel blog will help you share your passion for visiting different places and getting to know cultures from other countries all around the world. You can write articles about every destination you go to, for example, city guides, the best places to eat, main tourist attractions, and much more.

Engineering 75

Engineering Analytics Best practices Customer Support 75

Win the Customer

NOVEMBER 30, 2020

Being an exceptional customer service representative comes with specific requirements. Your goal as a customer service employee is to hear problems and bring solutions. As long as you know how to solve the issues arising, you’re successful. However, communicating well 24/7 can be difficult. That should do it.

Customer Service 170

Customer Service Personalization Customer Care Call Center 170

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. The low-hanging fruit was picked long ago.

Self service 87

Self service Call Center Interactive Voice Response Chatbots 87

Fonolo

NOVEMBER 1, 2022

Working in a call center can be extremely rewarding, especially for those who enjoy customer service and sales. If you plan to keep your team together for the long haul, you’ll want to make sure there are structures in place to support agent engagement efforts. Types of Motivators (And Why it Matters).

Call Center 87

Call Center Construction Abandon rate Feedback 87

Nicereply

JANUARY 23, 2023

Measuring your customer experience (CX) can feel complicated. There are so many different CX metrics you could track. But which one(s) should you actually use? Studies show that focusing on creating a great customer experience reduces customer churn, creates l oyal customers , and increases customer engagement.

Metrics 98

Metrics Customer effort Surveys Feedback 98

Call Experts

NOVEMBER 19, 2020

Are you in charge of finding new ways to generate leads for your business? Have you ever considered contact centers and call centers? You have come to the right place. Success with lead generation strategies makes a significant difference in your business’s bottom line.

Best practices 98

Best practices Contact Center Call Center Telemarketing 98