DMG Consulting

NOVEMBER 13, 2017

Question: Our contact center agents in customer service and technical support are being asked to up-sell and cross-sell. Although a business may consist of separate contact center roles and departments for sales, customer service, technical support, etc.,

Technical Support 48

Technical Support Contact Center Coaching Customer Service 48

Global Response

JANUARY 31, 2024

That’s precisely why so many companies are outsourcing tech support. Let’s look into the benefits and challenges of outsourcing remote work tech support to understand it better. It comes with a host of benefits: Access to support from anywhere, at any time Remote workers love the ability to work whenever, wherever.

outsourcing 62

outsourcing Technical Support Best practices Education 62

COPC

JULY 25, 2016

Posting 2 of 2 in a Series—Call Center Best Practices for Recruiting, Hiring and Training. In our first posting regarding call center best practices for recruiting, hiring and training, we discussed why it is important to determine your minimum requirements for key positions in your call cente r.

Best practices 40

Best practices Call Center Average Handle Time Technical Support 40

Global Response

DECEMBER 21, 2023

The benefits of outsourcing customer service are well-documented, but what about your technical support? Isn’t it better to keep technical support in-house with team members who know your product? These best practices will help you find the right provider: Establish clear guidelines and SLAs from the start.

outsourcing 62

outsourcing Abandon rate Technical Support First call resolution 62

TechSee

NOVEMBER 22, 2021

Seven in ten workers said that they experienced two or more technical issues that required IT assistance while working remotely. . This means that companies must prioritize reliable round-the-clock remote IT technical support for their teams. . IT Support Services Prices aren’t Cheap.

Technical Support 109

Technical Support Telecommunications Best practices Morale 109

NobelBiz

APRIL 2, 2024

RELATED ARTICLE How to Report and Analyze Like a Pro: 10 Best Practices for Reporting and Analytics in a Contact Center Workforce Management Tools Sophisticated workforce management tools optimize agent scheduling, forecasting, and performance tracking, ensuring optimal resource utilization and productivity.

contact center solutions 106

contact center solutions Enterprise Contact Center Interactive Voice Response 106

TechSee

NOVEMBER 16, 2020

The importance of following remote support best practices is undeniable – certainly anyone who has seen the movie Apollo 13 will recall that it saved the lives of the failed mission’s astronauts 50 years ago. How to Provide Remote Support Successfully. Looking Ahead with these Remote Support Best Practices.

Self service 109

Self service Best practices Contact Center Technical Support 109

Hodusoft

SEPTEMBER 21, 2022

Customer support provided for incoming calls from customers to the business. Technical support. Product/service-related support. Best practices to level up your outbound game. Here are some of the best practices that’ll help you overcome these outbound calling challenges: Focus on making human connections.

call center software 96

call center software Call Center CRM Average Handle Time 96

Talkdesk

AUGUST 28, 2020

Led by Jon Arnold, principal and founder of J Arnold & Associates, and Elias Farah of MEDFAR, the conversation revolved around leveraging technology to take advantage of new capabilities, developing best practices for managing remote agents, and forging a new path forward for the post-pandemic era.

Healthcare 124

Healthcare Contact Center Technical Support CRM 124

Hodusoft

SEPTEMBER 14, 2023

Best Practices for Onboarding New Tenants to the ISP Network As an Internet Service Provider (ISP) you know it’s not easy to acquire tenants (clients or subscribers who rent or lease Internet services from you). Best Practices for Onboarding New Tenants to the ISP Network Flawless tenant onboarding is critical for an ISP’s success.

Best practices 98

Best practices Feedback Education Self service 98

Toister Performance Solutions

OCTOBER 30, 2018

Here's a quick story that illustrates the challenge with this definition: A technical support rep, let's call him Scott, was empowered to take as long as necessary to help a customer solve an issue. Yet there wasn't a good way for Janet to document this best practice or share her innovation with Scott.

Technical Support 98

Technical Support Advertising Customer centricity Best practices 98

Global Response

MARCH 13, 2024

By outsourcing CX, your company gains access to the following: Customer support : Outsourced teams provide prompt and courteous support, effectively resolve issues, and maintain high customer satisfaction. Here are some best practices to keep in mind.

outsourcing 62

outsourcing Best practices Feedback Customer retention 62

Totango

SEPTEMBER 7, 2021

B2B client engagement strategies can help you retain more customers if you know which best practices to follow. Leveraging technology can help you implement the best practices you need to efficiently engage and retain B2B clients. Optimizing self-service tools to pre-empt support issues.

B2B 80

B2B B2C Best practices Self service 80

Vcaretec

JULY 18, 2023

The call center outsourcing best practices that result in the most successful contact center projects will be shared in this article. Pay close attention to the vendor's justifications, which are based on their expertise and best practices. However, it's only effective if you pick the correct supplier.

outsourcing 98

outsourcing Call Center Contact Center Best practices 98

Hodusoft

APRIL 17, 2024

Best Practices for Using Auto Attendant Industries That Can Benefit from Auto Attendants Past and Present: A Brief History of Auto Attendant Before the invention of auto attendant, callers had no choice other than to wait for their calls to be picked up by a customer support representative.

Real estate 52

Real estate Scripts Interactive Voice Response First call resolution 52

DMG Consulting

DECEMBER 4, 2023

When it comes to contact centers (sales, marketing, service, collections, HR, technical support, etc.), Embed AI in all customer-facing departments – use AI technology and appropriate best practices to provide visibility throughout all customer touchpoints; applying customer journey analytics is a great way to start.

Customer Experience 48

Customer Experience Self service Enterprise Contact Center 48

Quality Contact Solutions

AUGUST 26, 2021

Other types of inbound telemarketing services include technical support, order taking, billing inquiries/issues, lead qualification, and more. Inbound telemarketing services support both b usiness-to-business (B2B) and business-to-consumer (B2C) needs. Inbound Telemarketing Services. Schedule a Call with An Expert.

Telemarketing 98

Telemarketing B2C B2B outsourcing 98

bold360 Blog

JANUARY 22, 2020

Improving Employee Satisfaction with Technical Support. Now let’s look at all the people behind the scenes who support employees. But many businesses are starting to apply best practices from CX to their employees, or internal customers. Real-life example: Us. Yes, we’re drinking our own champagne.

Employee engagement 76

Employee engagement Customer Experience Technical Support Chatbots 76

TechSee

AUGUST 24, 2021

The same survey highlighted that these technical issues span a broad spectrum of home-office devices, most commonly a modem or internet connection, desktop or laptop hardware, and desktop software problems. Deliver Superior Ongoing Support for Remote Employees.

Technical Support 109

Technical Support Surveys Enterprise Analytics 109

ShepHyken

MARCH 10, 2017

The results from the study revealed an alarming picture of how companies ignore some of the most fundamental best practices in customer service. Each company then received a score out of 100 for their response. To respond quickly, make sure the correct department receives the customer request.

Customer Service 220

Customer Service Technical Support Benchmark Best practices 220

Amity

FEBRUARY 27, 2019

Self-service has a long and high ROI track record in the technical support world, allowing customers to find answers and resolve issues themselves, and to deflect low-value contracts from expensive, assisted support channels. CSMs can more effectively share information and best practices. And yes, they work.

Technical Support 64

Technical Support Self service Best practices Construction 64

NobelBiz

JANUARY 16, 2024

Technical support campaigns require expertise in troubleshooting and resolving various issues. Watch video Best Practices to Create Call Center Campaigns: A Step-by-Step Guide Creating a successful call center campaign is a multifaceted process that requires careful planning and execution.

Call Center 52

Call Center Interactive Voice Response Contact Center Inbound sales 52

Vcaretec

APRIL 10, 2023

Contact or Call Center Outsourcing is the practice of hiring a third-party company to handle customer service interactions with customers, typically through telephone calls, emails, or online chats. 3 Best Practices For Managing An Outsourced Contact Center Here are three best practices for managing an outsourced contact center: 1.

outsourcing 52

outsourcing Call Center Best practices Advertising 52

Global Response

DECEMBER 13, 2022

As the data from customer expectations suggests, there are a number of soft and hard skills for call center agents that you should consider: things like communication, empathy, active listening, patience, technical skills in tools you use, channel experience, experience with your industry, providing technical support, problem-solving and more.

Call Center 62

Call Center Technical Support Contact Center Wait times 62

Quality Contact Solutions

FEBRUARY 3, 2023

Other types of inbound telemarketing services include technical support, order taking, billing inquiries/issues, lead qualification, and more. Inbound telemarketing services support both b usiness-to-business (B2B) and business-to-consumer (B2C) needs.

Telemarketing 52

Telemarketing B2C B2B outsourcing 52

Totango

JANUARY 22, 2024

For many companies, the CSM role has become a catch-all for various tasks – from renewals and billing to technical support. By nature, CSMs feel inclined to assume any responsibility involving the customer.

Enterprise 94

Enterprise SaaS Engineering Technical Support 94

COPC

OCTOBER 22, 2021

certification to improve CX, measure and analyze performance, utilize customer feedback and leverage the customer experience best practices outlined in the COPC Customer Experience (CX) Standard. Organizations like Transcom rely on COPC Inc. Transcom achieved its initial COPC Inc. Read more about their COPC Inc. About Transcom.

At home agents 52

At home agents Technical Support Best practices Contact Center 52

Vcaretec

APRIL 10, 2023

By outsourcing customer service, businesses can delegate time-consuming tasks to a specialized team, allowing them to focus on what they do best. Access to specialized expertise: Outsourcing companies have specialized expertise in customer service, including the latest technology and best practices.

outsourcing 52

outsourcing Customer Service Self service Best practices 52

Select VoiceCom Blog

NOVEMBER 20, 2022

The most common IT management solutions are help desks, service desks, and technical support systems. On the other hand, technical support is geared toward solving more complicated technical concerns, such as product or service installation and troubleshooting, which are beyond the coverage of the help and service desks.

outsourcing 52

outsourcing Technical Support Metrics Best practices 52

Real Blue Sky

MARCH 6, 2023

Just as your organization has core competencies, an outsource provider (OSP) has the knowledge and experience necessary to provide top-notch customer service, leveraging industry best practices to manage customer relationships. Notice the differing tiers of service your customer operation supports and the related complexities.

outsourcing 98

outsourcing Contact Center Real estate Business Process Outsourcing 98

Satrix Solutions

FEBRUARY 1, 2022

There are far too many B2B companies embarking on survey programs without the requisite best practice knowledge and planning. From there, Sarah slogs through a survey that’s too long and includes some irrelevant questions (“don’t they know it’s my team that interacts with technical support, not me!?!”).

Surveys 78

Surveys B2B Feedback Technical Support 78

CSM Magazine

AUGUST 31, 2023

Inbound call centers are responsible for handling a variety of customer inquiries, such as technical support, billing questions, order processing, and general customer service. An inbound call center is a type of customer service center where agents receive incoming calls from customers who need assistance with a product or service.

Call Center 52

Call Center Customer Experience Upselling Scripts 52

TeamSupport

JANUARY 26, 2021

With nearly a third (32%) of support demand stemming from questions related to installation, configuration, or setup, companies have an immense opportunity to reduce this demand through onboarding and training. Provide in-product access to support resources including self-help materials and assisted expertise.

B2B 64

B2B Customer Support Technical Support Coaching 64

Amity

MAY 18, 2016

Self-service has a long and high ROI track record in the technical support world, allowing customers to find answers and resolve issues themselves, and to deflect low-value contracts from expensive, assisted support channels. CSMs can more effectively share information and best practices. And yes, they work.

Technical Support 54

Technical Support Self service Best practices Construction 54

ShepHyken

APRIL 24, 2020

Previously Paul held product management and customer service and technical support management roles at several software companies, serving all industry segments and large enterprise to small business and retail customers. . Let’s recognize the unique period we’re in, take a breath, and work our way through it together.

Customer Service 189

Customer Service Airlines Self service Entertainment 189

Global Response

DECEMBER 21, 2023

Today, customer service outsourcing includes functions like: multi-channel and omnichannel support email and SMS customer support clienteling and luxury customer service help desk and Tier II technical support customer loyalty and retention multilingual customer service 24/7 service and overflow support and more!

outsourcing 62

outsourcing Customer Service Metrics Best practices 62

JustCall

NOVEMBER 27, 2022

Let’s break down what lead scoring is, how SaaS lead nurturing can work, and some best practices. For example, how much data is stored, how many people access it, the type of software, and the level of technical support? SaaS Lead Scoring Models and Best Practices. Lead Scoring and its Benefits .

SaaS 52

SaaS Enterprise Sales Best practices 52