JustCall

APRIL 9, 2024

These features allow you to analyze call recordings , identify potential coaching opportunities, and provide targeted feedback. These tools support knowledge sharing, coaching, and real-time support for agents. Dedicated tools for reporting and call analytics. Offer superior support with scripts and call tagging.

voip 40

voip Sales Scripts CRM 40

Fonolo

APRIL 29, 2021

They manage everything from technical support to complaints to order processing and everything in between. Here are some other call center roles you may consider hiring: Trainers/coaches. IT support. Performance analytics tool. The best decisions you can make for your business are supported by data.

Call Center 128

Call Center outsourcing CRM Technical Support 128

JustCall

FEBRUARY 12, 2024

You want better coaching features Call recordings and analytical insights help your team lead to better coach agents. It includes a robust dialer, as well as platform features such as call recording, voicemail transcription, and call analytics. Remember, affordability doesn’t have to mean sacrificing quality.

CRM 52

CRM Analytics Abandon Call Coaching 52

Call Experts

JULY 27, 2023

Businesses can analyze metrics such as call volumes, response times, customer feedback, and issue resolution rates through analytics and reporting tools to identify trends and improve processes. Ask about their hiring criteria, training protocols, ongoing performance monitoring, and coaching practices.

Call Center 52

Call Center Customer Service Multichannel Abandon rate 52

CX Global Media

JULY 26, 2017

So, one of her technical team members (Ben) called support for the company that she was contracted with. He was quickly informed that the chat module of the solution was developed by a different company and that he needed to contact their technical support team. About 8×8. 8×8, Inc.

Contact Center 159

Contact Center SaaS Call Center Technical Support 159

JustCall

AUGUST 10, 2022

Real-time dashboard – Monitor agents’ performance using real-time dashboards and performance analytics. Live call coaching, recording, transcripts, and swift closure of deals with call intelligence. Setting up might require technical support. Alt-Text: Aircall Analytics. Aircall Overview. Image Source.

Interactive Voice Response 52

Interactive Voice Response voip CRM call center software 52

Callminer

AUGUST 1, 2017

Make onboarding & ongoing coaching as stellar as possible. James Pollard is a marketing consultant who works specifically with financial advisors over at The Advisor Coach. If someone is making a mistake for two months waiting for his/her quarterly coaching session, thousands of dollars can be lost. James Pollard.

Contact Center 334

Contact Center Call Center Average Handle Time Real estate 334

Nicereply

APRIL 6, 2021

To learn more about how to become Head of Support and what can help to get there, we asked three heads of support with over 50 years of combined experience for tips on how to be promoted to that position. Charlotte Ward is Head of Support at Snowplow Analytics. Don’t wait for a promotion to be a leader on your team.

Technical Support 95

Technical Support SaaS Coaching Consulting 95

Nicereply

FEBRUARY 22, 2023

I started browsing technical support roles on Craigslist and Indeed and eventually found a part-time ecommerce support role. The hours were 3 pm to midnight, and it included handling phone support, live chats, and email. They took the time to onboard me to the world of SaaS and technical / customer support.

Customer Support 52

Customer Support Technical Support SaaS Coaching 52

NobelBiz

MAY 16, 2023

Hosted contact centers leverage cloud computing technology to deliver a wide array of services and functionalities, such as call routing, interactive voice response (IVR), workforce management, and analytics. How Can Hosted Contact Centers Improve Agent Performance?

Contact Center 52

Contact Center Customer Service Interactive Voice Response contact center solutions 52

JustCall

APRIL 5, 2023

Users get deep-dive into a wide range of data and analytics, and help their agents amp up performance. Further, advanced features like concurrent calling, call monitoring, whispering, and barging will help managers coach every individual to play to their strengths (you can even invest in an AI agent coach for the add-on service).

Interactive Voice Response 52

Interactive Voice Response voip Analytics Contact Center 52

SmartKarrot

APRIL 21, 2022

Deliver world-class technical support through phone, email, chat, and self-service help center content to drive exceptional customer satisfaction (CSAT). Provide mentorship and coaching to the team regarding best practices for delighting enterprise-level customers.

Coaching 19

Coaching Technical Support Education Self service 19

NobelBiz

MAY 16, 2023

Hosted contact centers leverage cloud computing technology to deliver a wide array of services and functionalities, such as call routing, interactive voice response (IVR), workforce management, and analytics. How Can Hosted Contact Centers Improve Agent Performance?

Contact Center 40

Contact Center Customer Service Interactive Voice Response contact center solutions 40

JustCall

APRIL 5, 2023

Finally, the customer and technical support teams are readily available to assist customers in deriving more value from JustCall implementation. Powerful Reporting When it comes to reporting and analytics , JustCall is an undefeated powerhouse. As a result, JustCall users make a faster journey to value.

Interactive Voice Response 52

Interactive Voice Response Contact Center APIs Analytics 52

Tethr

JULY 11, 2019

So, it might come as some surprise to learn that Lutron made a decision about a year ago to start recording phone calls and implement a speech analytics solution. So, they took the interesting step of anonymizing agent names in Tethr. They can see team-level roll-ups, but not individual agent performance.

Contact Center 79

Contact Center Government Scripts Surveys 79

Help Scout

SEPTEMBER 28, 2021

Our technical support specialist candidates are asked to give a live demo of the product over Zoom and then spend some time in our Help Scout queue responding to realistic customer questions. We approach the reference call more as a way to get coaching on how to help the new hire be successful at Help Scout.

Engineering 125

Engineering Feedback Technical Support Surveys 125

Calabrio

OCTOBER 15, 2019

This year we also launched our first-ever analytics competition , so there was even more to celebrate. The analytics competition celebrates companies using Calabrio Analytics to turn contact center data into compelling insights to drive results in their organizations. ANALYTICS COMPETITION WINNERS. THE ONE AWARDS WINNERS.

Agent Empowerment 16

Agent Empowerment Technical Support Analytics Gamification 16

JustCall

APRIL 5, 2022

Call analytics. Call analytics are used to measure, optimize and analyze the effectiveness of a company’s inbound and outbound calls. Quickly assess each agent’s performance to coach them in real-time and identify areas for improvement. Access your Recent Calls & Analytics. Business tool integrations.

voip 52

voip CRM Interactive Voice Response Sales 52

Netomi

JANUARY 5, 2022

Our favorite content from Adrian: How to make sure that employee analytics and monitoring doesn’t destroy your employee and customer experience. After taking on various roles at Deloitte, Strategy, and GSK, he has been serving as the VP of Digital & Analytics Transformation at Genpact since May 2018. Dennis Wakabayashi.

Customer Experience 98

Customer Experience Customer Service Consulting Consulting 98

NobelBiz

MARCH 23, 2022

What analytics do you offer? Coaching, recording, and other on-the-spot solutions There are numerous ways to boost your ROI with today’s call center technologies. On-call coaching, call recording solutions, call whispering , and many other available examples. What kind of flexibility do you offer the agent?

contact center solutions 52

contact center solutions Contact Center voip call center software 52

Netomi

FEBRUARY 28, 2022

We also partner with the user research and support team. We] combine this qualitative understanding with insights from the analytics team and work with product teams and engineering to design the best solutions, improve processes, and prevent issues,” she said. Connect with Kristi. Laura is currently a Sr.

Chief Customer Officer 64

Chief Customer Officer Customer centricity Technical Support Contact Center 64

Pointillist

JANUARY 25, 2019

Customers respond using a 0-10 rating scale, with responses grouped into three categories: Promoters (9-10) Passives (7-8) Detractors (0-6) (Read more about NPS: How to Calculate NPS Using Journey Analytics ) Customer Effort Score (CES) Like NPS, customer effort score (CES) uses a single question to gauge customer satisfaction.

Call Center 75

Call Center Metrics Abandon rate Average Handle Time 75

Sykes

JUNE 21, 2017

Treatment-Plan Compliance: In a value-based world, it is essential for your patient engagement team to be effective care coaches. Communication channels that utilize systems like insight analytics are able to access very granular data and use it to create decision trees that instantly guide patients to optimal-care solutions.

Healthcare 40

Healthcare Call Center Surveys Analytics 40

SmartKarrot

MAY 26, 2021

As a Director of Customer Success, you will hire, coach, and develop the CSM team focused on working with federal government agencies. Be knowledgeable about email sending and analytics products with hands-on experience. Shepherd renewal activities and manage tasks to support upgrades, licensing, and contractual agreements.

Engineering 10

Engineering Technical Support Government Coaching 10

SmartKarrot

JULY 14, 2021

This is a “player/coach” role by design. Support team’s post-sales customer lifecycle activities including training, professional services, technical support, renewals, expansion, and advocacy. Manage a portfolio of accounts toward optimal coverage targets including a personal portfolio.

Customer advocacy 10

Customer advocacy Technical Support Finance Consulting 10

SmartKarrot

DECEMBER 4, 2020

Role: VP Customer Success Location: Salt Lake City, UT, US Organization: NICE inContact As a VP of Customer Success, you will be a senior leader in the matrix organization of Technical Success, working with Professional Services, Technical Support, and other customer-facing teams to ensure customer outcomes.

Upselling 10

Upselling Technical Support Feedback Coaching 10

SmartKarrot

APRIL 17, 2023

They can be used for a range of tasks, including customer service, sales, and technical support. Conversational Analytics for different departments 1. Act as a coach: AI can act as a coach for customer success teams, providing guidance and insights based on past performance and best practices.

Upselling 10

Upselling Chatbots Virtual Agent Coaching 10

SmartKarrot

MAY 25, 2022

Measuring the success of the client experience efforts by building and deploying reporting that includes CRM analytics along with client surveys (NPS and CSAT). Building and developing a team of professionals that will support and improve the client experience at Saddle Creek.

Education 3

Education Technical Support Upselling Advertising 3